NL
Nompi L
1 reviews | Active since May 2022
02 Mar 2026, 17:57
Unhappy customer
Home of the superfast? More like home of the ***********.
I put in a request for a change of ownership and this agent *** decided to completely deactivate my account. This is his way of creating new services so he can meet his metrics and not do what I aksed. To make it worse, their customer service portal on WhatsApp and Call is busy, no response at all.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
02 Mar 2026, 18:03Dear Nompi
We completely understand how frustrating this experience must have been, and it’s clear that the service you received did not meet your expectations. Your request for a change of ownership should have been handled smoothly, and we regret the inconvenience caused by the deactivation of your account.
We are taking this matter seriously and want to make it right.
Your feedback is invaluable, and we are reviewing our processes to ensure situations like this are prevented in the future.
Thank you for bringing this to our attention.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply02 Mar 2026, 18:03
Official
Dear Nompi
We completely understand how frustrating this experience must have been, and it’s clear that the service you received did not meet your expectations. Your request for a change of ownership should have been handled smoothly, and we regret the inconvenience caused by the deactivation of your account.
We are taking this matter seriously and want to make it right.
Your feedback is invaluable, and we are reviewing our processes to ensure situations like this are prevented in the future.
Thank you for bringing this to our attention.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
NL
Nompi L's updateReviewer Update
02 Mar 2026, 19:19Within 2 hours, my issue was resolved. Thank you to Sibonisile for her patience and assistance. In short, conflict resolution. This is the kind of customer service that we need and feel good about.
What I will recommend for MetroFibre to consider is an FAQ on Change of Ownership VS Transfer of ownership as their process is not a Change of Ownership, and if they will continue to have that on their Client Portal, they need to explain it in detail.
It might be a rare occurrence that someone wants to change ownership of services, but it has to be an option for client retention.
They nearly lost a customer today, but thanks to Sibo it was resolved.
8/10 NPS
10/10 Efficiency
What I will recommend for MetroFibre to consider is an FAQ on Change of Ownership VS Transfer of ownership as their process is not a Change of Ownership, and if they will continue to have that on their Client Portal, they need to explain it in detail.
It might be a rare occurrence that someone wants to change ownership of services, but it has to be an option for client retention.
They nearly lost a customer today, but thanks to Sibo it was resolved.
8/10 NPS
10/10 Efficiency
NL
Nompi L's update02 Mar 2026, 19:19
Reviewer Update
Within 2 hours, my issue was resolved. Thank you to Sibonisile for her patience and assistance. In short, conflict resolution. This is the kind of customer service that we need and feel good about.
What I will recommend for MetroFibre to consider is an FAQ on Change of Ownership VS Transfer of ownership as their process is not a Change of Ownership, and if they will continue to have that on their Client Portal, they need to explain it in detail.
It might be a rare occurrence that someone wants to change ownership of services, but it has to be an option for client retention.
They nearly lost a customer today, but thanks to Sibo it was resolved.
8/10 NPS
10/10 Efficiency
What I will recommend for MetroFibre to consider is an FAQ on Change of Ownership VS Transfer of ownership as their process is not a Change of Ownership, and if they will continue to have that on their Client Portal, they need to explain it in detail.
It might be a rare occurrence that someone wants to change ownership of services, but it has to be an option for client retention.
They nearly lost a customer today, but thanks to Sibo it was resolved.
8/10 NPS
10/10 Efficiency
MetroFibre Networx's replyOfficial
02 Mar 2026, 19:34Thank you.
MetroFibre Networx's reply02 Mar 2026, 19:34
Official
Thank you.