*********, Terrible Customer Service and Inconsistent Application of Policies,

I have been with Metro Fibre, my Fibre Network Provider and ISP, since August 2021

My connection has been good for the most part, and we have only had a handful of instances whereby the internet has not worked/internet has been slow.

I have been paying my fees timeously since the beginning of the contract and had coverage across the house and yard until 20 October 2022 when an emergency fibre maintenance was performed in my area and the coverage regressed to 3 rooms of the home.

I logged a ticket on the 25th October (221769) explaining the problem and they investigated and tested and couldn’t identify the issue for TWO weeks. Imagine.

Finally, around the 14th Nov a technician visited the house and immediately identified that the issue was that we required a WIFI booster to assist with the signal. I asked MetroFibre whether they would be bearing the cost especially since it coincided with the emergency maintenance and they have been ducking and diving under the guise of “Investigating” the issue until today.

Today we gave them a call and I had a very interesting conversation with a rep today. I was basically told that there is a laser (which I assume is linked to signal) that losses strength overtime and I had to buy a WIFI booster because like a patient who is diagnosed with cancer (their insensitive analogy not mine) and they cannot warn us ahead of time that this problem can occur. Imagine. So I must continue paying for the service and pay for an additional router because these things happen I guess?

I have tried to have this issue resolved for two months effectively, from DMs on social media platforms, whatsapp, calls and emails (I have support). I log onto Hello Peter today because I am in shock and Lo and Behold a “Very upset customer” has the same issue except her issue is resolved timeously. I guess we need to address all our issues on public forums now?

I tried to move to a different ISP and MetroFibre is not releasing the line because I have withheld payment since the coverage regressed and this circus began so they are basically holding customers at ransom as well? The Rep also mentioned that Metrofibre charges on usage and not coverage, and in a roundabout way he was saying any changes to coverage is not their problem. Imagine.

Shuuu I am livid and very disappointed. I would not recommend this network to anyone I like.