1 reviews | Active since Dec 2017
Urgent Complaint – FTTH Service Still Not Activated Despite Completed Installation
Dear Support Team,
I am writing to formally complain about the continued delay in activating FTTH service to my home.
The physical fibre installation has already been completed, and I understand that only a remote activation is required to bring the service online. Despite this, my connection is still not active, the ONT/router lights remain red, and I have received no meaningful update or resolution.
I have already logged the following support tickets:
Ticket #*** – Created 08 May 2026 – “Client Portal: Network Ticket” Ticket #*** – Created 07 May 2026 – “Client Portal: Fibre Build & Installation”
Both tickets remain open, and the lack of progress and communication is extremely frustrating.
In addition to the tickets, I have called support numerous times trying to resolve this issue. During one call, I was transferred between multiple departments and left on hold waiting for assistance, only to eventually be told that FTTH service in the area was “off.” However, despite that explanation, I still have not received any proper feedback, updates, or confirmation regarding the status of my own service or when it will be activated.
As a new customer/client, this level of service has been extremely disappointing and frankly appalling. The onboarding experience so far has shown very poor communication, lack of accountability, and unacceptable delays for what appears to be a simple remote activation.
At this stage, it appears the remaining work is administrative or a remote configuration issue, so I do not understand why this has not yet been resolved.
Please escalate this matter urgently and provide:
Confirmation of the exact issue preventing activation A realistic timeframe for completion Immediate remote activation if no further on-site work is required A proper update on why my service is still offline while the installation appears complete
I would appreciate a prompt response today with a clear update on the status of my FTTH service.
Kind regards
Thank you for bringing this matter to our attention.
We acknowledge your frustration regarding the continued delay in activating your FTTH service despite the installation already being completed. We understand the inconvenience caused by the lack of progress updates, multiple support interactions, and the ongoing offline status of your connection.
Your tickets have been noted:
- Ticket #*** – Client Portal: Network Ticket
- Ticket #*** – Client Portal: Fibre Build & Installation
We understand your concern that the remaining work appears to be related to remote activation or configuration, and that the onboarding experience has not met expected service standards.
A consultant will make contact with you as soon as possible with further feedback and next steps.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention.
We acknowledge your frustration regarding the continued delay in activating your FTTH service despite the installation already being completed. We understand the inconvenience caused by the lack of progress updates, multiple support interactions, and the ongoing offline status of your connection.
Your tickets have been noted:
- Ticket #*** – Client Portal: Network Ticket
- Ticket #*** – Client Portal: Fibre Build & Installation
We understand your concern that the remaining work appears to be related to remote activation or configuration, and that the onboarding experience has not met expected service standards.
A consultant will make contact with you as soon as possible with further feedback and next steps.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations