1 reviews | Active since Feb 2010
Very dissapointed in metrofibre now looking for a new ISP
Metrofibre has replaced their first point of contact with AI agents. What does this mean? It means they save money and we get no service. People in my area have had issues with their fibre lines 4 days in a row, and we struggle just to speak to someone via any form of communication. This means I've gone from recommending MFN to telling people: don't use them at all. This past Saturday, to get my issue resolved, I tried everything:
Called in – only got an AI bot and hold music Facebook chat – could not send a message WhatsApp support chat – only got an AI bot Logged a ticket on their website – just got a reference number Logged a ticket in the client portal – just got a reference number Messaged on Twitter – got lucky on Saturday, but not Sunday Sent emails to their support mailbox – just got a reference number on Saturday, got a response on Sunday
Through all of that, I only got one response from a human — on Twitter — asking for a speedtest screenshot. Surely I shouldn't need a second job just to raise an issue and get it resolved. Please work on your points of contact, as this is our first impression when dealing with your company.
Your feedback regarding accessibility and communication channels is noted, and the experience you’ve described is concerning.
While automated systems are used to streamline logging and routing of queries, they are not intended to replace human support or prevent customers from reaching assistance when needed. The difficulty you experienced across multiple platforms — calls, WhatsApp, social media, portal tickets, and email — indicates a breakdown in responsiveness that requires review.
Your case, along with the reported repeated fibre issues in your area, will be escalated to ensure that both the technical stability and support accessibility are assessed. Reliable service and effective points of contact are fundamental, and your comments regarding first impressions and overall experience are valuable.
A detailed review of your recent interactions will be conducted to understand where the process failed and to ensure improved responsiveness going forward.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Your feedback regarding accessibility and communication channels is noted, and the experience you’ve described is concerning.
While automated systems are used to streamline logging and routing of queries, they are not intended to replace human support or prevent customers from reaching assistance when needed. The difficulty you experienced across multiple platforms — calls, WhatsApp, social media, portal tickets, and email — indicates a breakdown in responsiveness that requires review.
Your case, along with the reported repeated fibre issues in your area, will be escalated to ensure that both the technical stability and support accessibility are assessed. Reliable service and effective points of contact are fundamental, and your comments regarding first impressions and overall experience are valuable.
A detailed review of your recent interactions will be conducted to understand where the process failed and to ensure improved responsiveness going forward.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Just to elaborate, it's not an isolated incident, here are 2 comments from other MetroFibre FNO users in the fibre group for my area
- I have logged tickets. Via what's app. Face book. Tried everything since Friday to speak to a consultant. Anyone else having metrofibre issues
- Have been trying to reach them for 2 hours
I have shared screenshots in one of the emails I sent, but you're welcome to pull my email from my account and I'll reshare directly with you.
Just to elaborate, it's not an isolated incident, here are 2 comments from other MetroFibre FNO users in the fibre group for my area
- I have logged tickets. Via what's app. Face book. Tried everything since Friday to speak to a consultant. Anyone else having metrofibre issues
- Have been trying to reach them for 2 hours
I have shared screenshots in one of the emails I sent, but you're welcome to pull my email from my account and I'll reshare directly with you.