Unreliable MetroFibre

I am writing to express my deep dissatisfaction with the services provided by MetroFibre, as well as to formally request the suspension of my account due to ongoing issues and lack of adequate resolution. Account Suspension Request A few months ago, I encountered significant issues when attempting to cancel my Voice Over IP service. This process took months to resolve, during which my account was incorrectly suspended by MetroFibre. Eventually, it was acknowledged as an error on MetroFibre part, and I was provided with credit. Service Disruptions On 5th September 2024, around 11:30 am, my MetroFibre internet connection began experiencing intermittent disconnections. This continued until approximately 3:00 pm, at which point the connection was completely lost, signalled by a red light on the router/ONT. I followed the recommended troubleshooting steps, including switching off the router and unplugging the power source for over 60 seconds, but the issue persisted. On 6th September 2024, the service light on the router/ONT went out completely. Despite repeating the troubleshooting steps, the red light returned, but the internet connection remained down. Lack of Support and Response Despite my numerous calls and WhatsApp messages to MetroFibre, I was repeatedly told that the issue had been escalated to the Network Operations Centre (NOC) and that I would receive a response “shortly.” It has now been five days, and not only has my internet service not been restored, but I have also not received any response or meaningful communication from MetroFibre regarding the issue. It is extremely disappointing and disheartening to be treated this way as a paying customer. The level of service I have received is simply unacceptable.