TC
Tinyiko C
1 reviews | Active since Oct 2022
23 Jan 2026, 19:32
Unacceptable Support and Endless Delays
MetroFibre may seem good until you experience a technical issue — then you are on your own.
I moved from one estate to another, both of which are serviced by MetroFibre. Before moving, I contacted them to ask about the relocation process and was instructed to complete a change-of-address form, specifying the new address and my move-in date, which I did.
After moving in, I noticed that the router was not fully functional — specifically, the service light was not on. I sent them photos of the router lights, yet they still dispatched technicians to my old address. I immediately notified them, assuming it was a simple human error, only to later discover that they had never processed my change-of-address form.
It then took two additional days for a technician to be sent to the correct address. The technician fixed some of the issues, but the service light remained off. I was told that this would be activated remotely.
It has now been four days since the technician visit and over a week since I moved in, and I still have no internet connection.
I have been emailing daily, but only first-line support responds. First-line support even CC’d the maintenance team and Marelie ****inson, who appears to be responsible, yet neither Marelie nor the maintenance team has ever responded. The only instruction I receive repeatedly is to restart and plug in the router — the same ineffective advice given every day, with no actual effort to resolve the issue.
Days continue to pass with no solution. For a service that is essential and requires urgent attention, MetroFibre’s support is extremely poor. Their handling of this issue has made the entire service unbearable to deal with.
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Replies (7)
MetroFibre Networx's replyOfficial
23 Jan 2026, 19:54Dear Tinyiko Senior Chauke
Thank you for detailing your experience and bringing these concerns to our attention. We recognize the impact this situation has had, especially given the delays following your relocation and the repeated need to follow up without meaningful progress.
The breakdown in processing your change-of-address request, the dispatch to the incorrect location, and the lack of clear communication thereafter are not in line with the level of service we aim to provide. We also acknowledge the frustration caused by receiving repeated basic troubleshooting responses while the core issue remained unresolved.
This matter has now been escalated to the relevant technical and maintenance teams for urgent intervention. The outstanding activation and remote provisioning of your service are being prioritised, and management has been made aware of the communication gaps highlighted in your feedback.
A senior representative will make direct contact with you to provide a clear update and next steps toward restoring your connectivity.
We appreciate you taking the time to outline these issues, as it allows us to address them thoroughly and work toward a resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for detailing your experience and bringing these concerns to our attention. We recognize the impact this situation has had, especially given the delays following your relocation and the repeated need to follow up without meaningful progress.
The breakdown in processing your change-of-address request, the dispatch to the incorrect location, and the lack of clear communication thereafter are not in line with the level of service we aim to provide. We also acknowledge the frustration caused by receiving repeated basic troubleshooting responses while the core issue remained unresolved.
This matter has now been escalated to the relevant technical and maintenance teams for urgent intervention. The outstanding activation and remote provisioning of your service are being prioritised, and management has been made aware of the communication gaps highlighted in your feedback.
A senior representative will make direct contact with you to provide a clear update and next steps toward restoring your connectivity.
We appreciate you taking the time to outline these issues, as it allows us to address them thoroughly and work toward a resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply23 Jan 2026, 19:54
Official
Dear Tinyiko Senior Chauke
Thank you for detailing your experience and bringing these concerns to our attention. We recognize the impact this situation has had, especially given the delays following your relocation and the repeated need to follow up without meaningful progress.
The breakdown in processing your change-of-address request, the dispatch to the incorrect location, and the lack of clear communication thereafter are not in line with the level of service we aim to provide. We also acknowledge the frustration caused by receiving repeated basic troubleshooting responses while the core issue remained unresolved.
This matter has now been escalated to the relevant technical and maintenance teams for urgent intervention. The outstanding activation and remote provisioning of your service are being prioritised, and management has been made aware of the communication gaps highlighted in your feedback.
A senior representative will make direct contact with you to provide a clear update and next steps toward restoring your connectivity.
We appreciate you taking the time to outline these issues, as it allows us to address them thoroughly and work toward a resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for detailing your experience and bringing these concerns to our attention. We recognize the impact this situation has had, especially given the delays following your relocation and the repeated need to follow up without meaningful progress.
The breakdown in processing your change-of-address request, the dispatch to the incorrect location, and the lack of clear communication thereafter are not in line with the level of service we aim to provide. We also acknowledge the frustration caused by receiving repeated basic troubleshooting responses while the core issue remained unresolved.
This matter has now been escalated to the relevant technical and maintenance teams for urgent intervention. The outstanding activation and remote provisioning of your service are being prioritised, and management has been made aware of the communication gaps highlighted in your feedback.
A senior representative will make direct contact with you to provide a clear update and next steps toward restoring your connectivity.
We appreciate you taking the time to outline these issues, as it allows us to address them thoroughly and work toward a resolution.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
TC
Tinyiko C's updateReviewer Update
27 Jan 2026, 06:06Hi Sibonisile
Thank you for you response and escalating this issue
After escalating I can confirm to you that nothing has happened and there is no senior representative who made contact with me to provide a clear update and next steps toward restoring connectivity. Days are just going by with no action as usual
I reached out via a phone call and the agent just promised to escalate the issue just like you sad you would do
Thank you for you response and escalating this issue
After escalating I can confirm to you that nothing has happened and there is no senior representative who made contact with me to provide a clear update and next steps toward restoring connectivity. Days are just going by with no action as usual
I reached out via a phone call and the agent just promised to escalate the issue just like you sad you would do
TC
Tinyiko C's update27 Jan 2026, 06:06
Reviewer Update
Hi Sibonisile
Thank you for you response and escalating this issue
After escalating I can confirm to you that nothing has happened and there is no senior representative who made contact with me to provide a clear update and next steps toward restoring connectivity. Days are just going by with no action as usual
I reached out via a phone call and the agent just promised to escalate the issue just like you sad you would do
Thank you for you response and escalating this issue
After escalating I can confirm to you that nothing has happened and there is no senior representative who made contact with me to provide a clear update and next steps toward restoring connectivity. Days are just going by with no action as usual
I reached out via a phone call and the agent just promised to escalate the issue just like you sad you would do
TC
Tinyiko C's updateReviewer Update
27 Jan 2026, 20:25Another day has passed without any resolution making it the 13th day without internet connection but MetroFiber will debit a monthly subscription amount of +1200 for a service they didn’t provide fully.
TC
Tinyiko C's update27 Jan 2026, 20:25
Reviewer Update
Another day has passed without any resolution making it the 13th day without internet connection but MetroFiber will debit a monthly subscription amount of +1200 for a service they didn’t provide fully.
TC
Tinyiko C's updateReviewer Update
27 Jan 2026, 20:28@Sibonisile since even after your escalation there is no resolution please provide me email address where to can negotiate not to full full amount this month since it’s been half of a month with no connection
TC
Tinyiko C's update27 Jan 2026, 20:28
Reviewer Update
@Sibonisile since even after your escalation there is no resolution please provide me email address where to can negotiate not to full full amount this month since it’s been half of a month with no connection
TC
Tinyiko C's updateReviewer Update
27 Jan 2026, 20:30Where I can send an email and arrange a prorata payment for this month and probably stop the debit order until I get internet connection or look for another provider
TC
Tinyiko C's update27 Jan 2026, 20:30
Reviewer Update
Where I can send an email and arrange a prorata payment for this month and probably stop the debit order until I get internet connection or look for another provider
MetroFibre Networx's replyOfficial
27 Jan 2026, 21:06Good day,
Thank you for your patience.
We would like to advise that we have followed up again with the relevant department and have requested urgent assistance on your query. The matter is receiving priority attention.
Please be assured that we will continue to monitor the progress closely and will keep you updated as soon as we receive further feedback.
We sincerely apologise for the inconvenience caused and appreciate your understanding.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for your patience.
We would like to advise that we have followed up again with the relevant department and have requested urgent assistance on your query. The matter is receiving priority attention.
Please be assured that we will continue to monitor the progress closely and will keep you updated as soon as we receive further feedback.
We sincerely apologise for the inconvenience caused and appreciate your understanding.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply27 Jan 2026, 21:06
Official
Good day,
Thank you for your patience.
We would like to advise that we have followed up again with the relevant department and have requested urgent assistance on your query. The matter is receiving priority attention.
Please be assured that we will continue to monitor the progress closely and will keep you updated as soon as we receive further feedback.
We sincerely apologise for the inconvenience caused and appreciate your understanding.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for your patience.
We would like to advise that we have followed up again with the relevant department and have requested urgent assistance on your query. The matter is receiving priority attention.
Please be assured that we will continue to monitor the progress closely and will keep you updated as soon as we receive further feedback.
We sincerely apologise for the inconvenience caused and appreciate your understanding.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
TC
Tinyiko C's updateReviewer Update
27 Jan 2026, 21:35@ Siboniso i have heard this so many times including today when i called to check if there is any progress. I haven't been using MetriFiber's service since the 15th of this month, i have been buying data for myself and my family so am asking for an address where i can send and ask them to arrange to pay half of the monthly subscription since i only used the service for 15 days.
TC
Tinyiko C's update27 Jan 2026, 21:35
Reviewer Update
@ Siboniso i have heard this so many times including today when i called to check if there is any progress. I haven't been using MetriFiber's service since the 15th of this month, i have been buying data for myself and my family so am asking for an address where i can send and ask them to arrange to pay half of the monthly subscription since i only used the service for 15 days.