Urgent Complaint – No Service Since Sunday & Poor Support Response

Item: MetroFibre Networx
Rating: 1
Author: David D

Dear MetroFibre,

I am extremely disappointed with the level of service I have received. We had a power outage on Sunday, and since then our fibre connection has not been restored. This means we have been without internet for more than two days, which is unacceptable.

I have reported the issue and requested assistance, but the response has been very poor. A technician phoned earlier on Monday , but I was unable to take the call at that exact moment. I immediately sent a WhatsApp message asking the technician to please call me back, as we are waiting for the call to resolve the problem. I have been available, yet I am now being told that attempts were made to call and that no one answered. This is simply not correct.

We rely on this fibre connection at home, and delays like this cause serious inconvenience. What is most frustrating is that payments are taken without any delay, but when there is a problem, it takes days just to get proper feedback from your side.

If this matter is not resolved by this afternoon, I will have no choice but to cancel my MetroFibre service and move to a provider that values its customers and provides proper support.

Please treat this as urgent and arrange for immediate resolution. And by the way this number i gave is the number youve been battling to get hold of me - but the lady from Metro didnt have an issue when she phoned me earlier .

Regards, Brian Harper ***

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Replies (1)

David D's updateReviewer Update

23 Mar 2026, 08:30

Dear MetroFibre Networx, I am writing a follow-up to my previous complaint, as the situation has now become completely unacceptable. Today marks 8 days without fibre service, and the problem is still not resolved. After my last complaint, I was told a technician would come out and the issue would be sorted, but there is still no signal, no proper feedback, and no one phones me back. What makes this even worse is that I am now being told that I must still pay the full monthly fee, while my WiFi / fibre connection has not been working for more than a week. This is completely unfair. Customers should not be expected to pay for a service that is not being provided. I have been available on the same contact number the whole time, yet MetroFibre keeps saying they cannot get hold of me, which is simply not true. When it comes to billing there are no delays, but when there is a fault, there is no urgency at all. Being without internet for 8 days is unacceptable, and the lack of communication makes the service look very unprofessional. If this is not resolved immediately, I will cancel my service and move to another provider that actually supports their customers instead of charging them for a non-existent connection. This situation is honestly ridiculous and extremely frustrating. Regards
Brian Harper

David D's update23 Mar 2026, 08:30

Reviewer Update