CC
Cyndi C
1 reviews | Active since Sept 2014
23 Nov 2023, 09:16
Useless Support Structure at Metrofibre
I have no Signal. The Support team at Metrofibre is useless, for a day now I logged calls and emailed, whatsapped, and logged tickets on their system. They just dont come back to me. If I cannot trust this network then I will go with another network. I am very disappointed in Metrofibre Lovely internet, but no support whatsoever!
Helpful (0)
Replies (2)0
Replies (2)
MetroFibre Networx's replyOfficial
24 Nov 2023, 07:27Dear Cyndi
I sincerely apologize for the inconvenience and frustration you are currently experiencing with our service. I understand the critical importance of a reliable network and the necessity of prompt support.
Please be assured that we take your concerns seriously, and we have escalated this matter to our Network Operations Centre (NOC) for urgent assistance and resolution. Our team is actively working to identify and address the cause of the signal issue you are facing.
I understand the impact this has on your experience with Metrofibre, and I want to assure you that providing timely and effective support is a top priority for us. We are committed to resolving this matter promptly and restoring your service to its optimal state.
We value your trust in our network and are committed to ensuring your satisfaction.
Thank you for your patience and understanding as we work to address this issue promptly.
Best Wishes
Marilize
I sincerely apologize for the inconvenience and frustration you are currently experiencing with our service. I understand the critical importance of a reliable network and the necessity of prompt support.
Please be assured that we take your concerns seriously, and we have escalated this matter to our Network Operations Centre (NOC) for urgent assistance and resolution. Our team is actively working to identify and address the cause of the signal issue you are facing.
I understand the impact this has on your experience with Metrofibre, and I want to assure you that providing timely and effective support is a top priority for us. We are committed to resolving this matter promptly and restoring your service to its optimal state.
We value your trust in our network and are committed to ensuring your satisfaction.
Thank you for your patience and understanding as we work to address this issue promptly.
Best Wishes
Marilize
MetroFibre Networx's reply24 Nov 2023, 07:27
Official
Dear Cyndi
I sincerely apologize for the inconvenience and frustration you are currently experiencing with our service. I understand the critical importance of a reliable network and the necessity of prompt support.
Please be assured that we take your concerns seriously, and we have escalated this matter to our Network Operations Centre (NOC) for urgent assistance and resolution. Our team is actively working to identify and address the cause of the signal issue you are facing.
I understand the impact this has on your experience with Metrofibre, and I want to assure you that providing timely and effective support is a top priority for us. We are committed to resolving this matter promptly and restoring your service to its optimal state.
We value your trust in our network and are committed to ensuring your satisfaction.
Thank you for your patience and understanding as we work to address this issue promptly.
Best Wishes
Marilize
I sincerely apologize for the inconvenience and frustration you are currently experiencing with our service. I understand the critical importance of a reliable network and the necessity of prompt support.
Please be assured that we take your concerns seriously, and we have escalated this matter to our Network Operations Centre (NOC) for urgent assistance and resolution. Our team is actively working to identify and address the cause of the signal issue you are facing.
I understand the impact this has on your experience with Metrofibre, and I want to assure you that providing timely and effective support is a top priority for us. We are committed to resolving this matter promptly and restoring your service to its optimal state.
We value your trust in our network and are committed to ensuring your satisfaction.
Thank you for your patience and understanding as we work to address this issue promptly.
Best Wishes
Marilize
CC
Cyndi C's updateReviewer Update
24 Nov 2023, 09:01Good Day,
This is Day 3 with no internet, your turn around time is 3 working days.
We are approaching the weekend, and You still have not assisted me, nor has someone called me to ask if the issue has been attended to.
I have logged 10 tickets and none were answered.
I just came off the phone now, they said another 3 - 5 working days.. ANOTHER THREE TO FIVE WORKING DAYS WILL NOT DO!
I called in probably 10 times yesterday, one of your employees said I dont exist on the system.
The next person said it was an area fault - and after phoning around and asking my community no one has the same issue. So this is incorrect.
It is a line fault and I need someone to come ASAP to fix it.
I work from home and I need to have this sorted, I cannot NOT work, I have my boss and people in the office questioning why I am falling behind. AND I cannot afford to lose my job because it takes you guys an eternity to sort out an issue.
Please explain to me how its been 3 days and NO ONE has tried to make contact to find out if this has been attended to, OR to do something about it, ALSO explain why it will be another 5 working days!!!!
I am not impressed, installation took 3 weeks to install and then they just left the router on the ground and not mounted, said someone will be back to check the connection and help install it. A week had to go by and I had to call for them to install it over the phone, no one came back or checked the line. Its been almost 4 months now.
If you want to keep customers please work on customer satisfaction and get your team to respond to an issue quicker.
I have no issues with the internet itself and I want to really stay with you, but I really need assistance and I am not getting it!
Thank you
This is Day 3 with no internet, your turn around time is 3 working days.
We are approaching the weekend, and You still have not assisted me, nor has someone called me to ask if the issue has been attended to.
I have logged 10 tickets and none were answered.
I just came off the phone now, they said another 3 - 5 working days.. ANOTHER THREE TO FIVE WORKING DAYS WILL NOT DO!
I called in probably 10 times yesterday, one of your employees said I dont exist on the system.
The next person said it was an area fault - and after phoning around and asking my community no one has the same issue. So this is incorrect.
It is a line fault and I need someone to come ASAP to fix it.
I work from home and I need to have this sorted, I cannot NOT work, I have my boss and people in the office questioning why I am falling behind. AND I cannot afford to lose my job because it takes you guys an eternity to sort out an issue.
Please explain to me how its been 3 days and NO ONE has tried to make contact to find out if this has been attended to, OR to do something about it, ALSO explain why it will be another 5 working days!!!!
I am not impressed, installation took 3 weeks to install and then they just left the router on the ground and not mounted, said someone will be back to check the connection and help install it. A week had to go by and I had to call for them to install it over the phone, no one came back or checked the line. Its been almost 4 months now.
If you want to keep customers please work on customer satisfaction and get your team to respond to an issue quicker.
I have no issues with the internet itself and I want to really stay with you, but I really need assistance and I am not getting it!
Thank you
CC
Cyndi C's update24 Nov 2023, 09:01
Reviewer Update
Good Day,
This is Day 3 with no internet, your turn around time is 3 working days.
We are approaching the weekend, and You still have not assisted me, nor has someone called me to ask if the issue has been attended to.
I have logged 10 tickets and none were answered.
I just came off the phone now, they said another 3 - 5 working days.. ANOTHER THREE TO FIVE WORKING DAYS WILL NOT DO!
I called in probably 10 times yesterday, one of your employees said I dont exist on the system.
The next person said it was an area fault - and after phoning around and asking my community no one has the same issue. So this is incorrect.
It is a line fault and I need someone to come ASAP to fix it.
I work from home and I need to have this sorted, I cannot NOT work, I have my boss and people in the office questioning why I am falling behind. AND I cannot afford to lose my job because it takes you guys an eternity to sort out an issue.
Please explain to me how its been 3 days and NO ONE has tried to make contact to find out if this has been attended to, OR to do something about it, ALSO explain why it will be another 5 working days!!!!
I am not impressed, installation took 3 weeks to install and then they just left the router on the ground and not mounted, said someone will be back to check the connection and help install it. A week had to go by and I had to call for them to install it over the phone, no one came back or checked the line. Its been almost 4 months now.
If you want to keep customers please work on customer satisfaction and get your team to respond to an issue quicker.
I have no issues with the internet itself and I want to really stay with you, but I really need assistance and I am not getting it!
Thank you
This is Day 3 with no internet, your turn around time is 3 working days.
We are approaching the weekend, and You still have not assisted me, nor has someone called me to ask if the issue has been attended to.
I have logged 10 tickets and none were answered.
I just came off the phone now, they said another 3 - 5 working days.. ANOTHER THREE TO FIVE WORKING DAYS WILL NOT DO!
I called in probably 10 times yesterday, one of your employees said I dont exist on the system.
The next person said it was an area fault - and after phoning around and asking my community no one has the same issue. So this is incorrect.
It is a line fault and I need someone to come ASAP to fix it.
I work from home and I need to have this sorted, I cannot NOT work, I have my boss and people in the office questioning why I am falling behind. AND I cannot afford to lose my job because it takes you guys an eternity to sort out an issue.
Please explain to me how its been 3 days and NO ONE has tried to make contact to find out if this has been attended to, OR to do something about it, ALSO explain why it will be another 5 working days!!!!
I am not impressed, installation took 3 weeks to install and then they just left the router on the ground and not mounted, said someone will be back to check the connection and help install it. A week had to go by and I had to call for them to install it over the phone, no one came back or checked the line. Its been almost 4 months now.
If you want to keep customers please work on customer satisfaction and get your team to respond to an issue quicker.
I have no issues with the internet itself and I want to really stay with you, but I really need assistance and I am not getting it!
Thank you