pB
prahiel B
1 reviews | Active since Nov 2023
15 Feb 2025, 21:01
Useless company, no response or assistance
It's been 3 days without any feedback from the metro fiber team. No connectivity at all.
Issues where reported on thrusday morning where a ticket was logged. An outage was mentioned and was being attended to. Around 3pm all connectivity was lost and when checking the outage on their website, it said it was restored.
An escalation was made on the ticket at around 4pm and since then nothing. When my ISP tried to get a hold of them, they simply added more time to the ETA, used to be 24h now all of a sudden is 72h.
They where in the area fixing the fault and messed up some of the lines but have no regard for coming back to fix it. This is the useless type of company that we are forced to live with now.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
16 Feb 2025, 10:11Dear Prahiel Bhoodram
Thank you for providing a detailed account of the ongoing issue with your connectivity. I fully acknowledge the inconvenience this has caused, particularly given the time that has passed without resolution.
We understand the severity of the situation, and we are escalating the matter to the relevant department immediately to ensure that it is prioritized. We have also communicated with the contractor, and they will be reaching out to you shortly to address the issue.
I want to assure you that we are actively working to resolve this as quickly as possible. Please feel free to reach out if you need any further updates or assistance in the meantime.We appreciate your patience and will keep you informed of any progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for providing a detailed account of the ongoing issue with your connectivity. I fully acknowledge the inconvenience this has caused, particularly given the time that has passed without resolution.
We understand the severity of the situation, and we are escalating the matter to the relevant department immediately to ensure that it is prioritized. We have also communicated with the contractor, and they will be reaching out to you shortly to address the issue.
I want to assure you that we are actively working to resolve this as quickly as possible. Please feel free to reach out if you need any further updates or assistance in the meantime.We appreciate your patience and will keep you informed of any progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply16 Feb 2025, 10:11
Official
Dear Prahiel Bhoodram
Thank you for providing a detailed account of the ongoing issue with your connectivity. I fully acknowledge the inconvenience this has caused, particularly given the time that has passed without resolution.
We understand the severity of the situation, and we are escalating the matter to the relevant department immediately to ensure that it is prioritized. We have also communicated with the contractor, and they will be reaching out to you shortly to address the issue.
I want to assure you that we are actively working to resolve this as quickly as possible. Please feel free to reach out if you need any further updates or assistance in the meantime.We appreciate your patience and will keep you informed of any progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for providing a detailed account of the ongoing issue with your connectivity. I fully acknowledge the inconvenience this has caused, particularly given the time that has passed without resolution.
We understand the severity of the situation, and we are escalating the matter to the relevant department immediately to ensure that it is prioritized. We have also communicated with the contractor, and they will be reaching out to you shortly to address the issue.
I want to assure you that we are actively working to resolve this as quickly as possible. Please feel free to reach out if you need any further updates or assistance in the meantime.We appreciate your patience and will keep you informed of any progress.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
pB
prahiel B's updateReviewer Update
16 Feb 2025, 15:31Good day,
Your team showed up unannounced today, Sunday 16 Feb at 13:30,
Once they called at the gate, we asked them to please hold on as we where at the shop at the time.
When we arrived back home at 13:45, 15 min after they called from the guard house, the guard informed us they had reversed out and refused to wait.
This will now mean I will have to take another day off work to accommodate your team for an issue that should have been resolved on Friday already.
My advice to anyone looking at these pages for reviews on Metrofiber as a provider, this sums up my experience with them. Last year we had to get the CIO involved as the support center kept giving us the run around and it looks like we will have to go down the same route again.
Your team showed up unannounced today, Sunday 16 Feb at 13:30,
Once they called at the gate, we asked them to please hold on as we where at the shop at the time.
When we arrived back home at 13:45, 15 min after they called from the guard house, the guard informed us they had reversed out and refused to wait.
This will now mean I will have to take another day off work to accommodate your team for an issue that should have been resolved on Friday already.
My advice to anyone looking at these pages for reviews on Metrofiber as a provider, this sums up my experience with them. Last year we had to get the CIO involved as the support center kept giving us the run around and it looks like we will have to go down the same route again.
pB
prahiel B's update16 Feb 2025, 15:31
Reviewer Update
Good day,
Your team showed up unannounced today, Sunday 16 Feb at 13:30,
Once they called at the gate, we asked them to please hold on as we where at the shop at the time.
When we arrived back home at 13:45, 15 min after they called from the guard house, the guard informed us they had reversed out and refused to wait.
This will now mean I will have to take another day off work to accommodate your team for an issue that should have been resolved on Friday already.
My advice to anyone looking at these pages for reviews on Metrofiber as a provider, this sums up my experience with them. Last year we had to get the CIO involved as the support center kept giving us the run around and it looks like we will have to go down the same route again.
Your team showed up unannounced today, Sunday 16 Feb at 13:30,
Once they called at the gate, we asked them to please hold on as we where at the shop at the time.
When we arrived back home at 13:45, 15 min after they called from the guard house, the guard informed us they had reversed out and refused to wait.
This will now mean I will have to take another day off work to accommodate your team for an issue that should have been resolved on Friday already.
My advice to anyone looking at these pages for reviews on Metrofiber as a provider, this sums up my experience with them. Last year we had to get the CIO involved as the support center kept giving us the run around and it looks like we will have to go down the same route again.
MetroFibre Networx's replyOfficial
17 Feb 2025, 08:16Dear Prahiel,
Thank you for reaching out and bringing your concerns to our attention.
We understand the frustration caused by the ongoing service disruption and the challenges you’ve faced with the technician visit. Please be assured that we have escalated your concerns to our Maintenance Management Team to ensure that your service restoration is prioritized and that your experience with our contractors is thoroughly investigated and appropriately addressed.
We appreciate your patience and cooperation as we work to resolve this matter. We will provide further updates as soon as they become available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and bringing your concerns to our attention.
We understand the frustration caused by the ongoing service disruption and the challenges you’ve faced with the technician visit. Please be assured that we have escalated your concerns to our Maintenance Management Team to ensure that your service restoration is prioritized and that your experience with our contractors is thoroughly investigated and appropriately addressed.
We appreciate your patience and cooperation as we work to resolve this matter. We will provide further updates as soon as they become available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
MetroFibre Networx's reply17 Feb 2025, 08:16
Official
Dear Prahiel,
Thank you for reaching out and bringing your concerns to our attention.
We understand the frustration caused by the ongoing service disruption and the challenges you’ve faced with the technician visit. Please be assured that we have escalated your concerns to our Maintenance Management Team to ensure that your service restoration is prioritized and that your experience with our contractors is thoroughly investigated and appropriately addressed.
We appreciate your patience and cooperation as we work to resolve this matter. We will provide further updates as soon as they become available.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and bringing your concerns to our attention.
We understand the frustration caused by the ongoing service disruption and the challenges you’ve faced with the technician visit. Please be assured that we have escalated your concerns to our Maintenance Management Team to ensure that your service restoration is prioritized and that your experience with our contractors is thoroughly investigated and appropriately addressed.
We appreciate your patience and cooperation as we work to resolve this matter. We will provide further updates as soon as they become available.
Best regards,
Marilize
MetroFibre Complaints & Escalations