RC
Rose C
1 reviews | Active since Jan 2017
09 Jun 2026, 10:02
VPN access problem
We moved to a new area and a technician came out to connect the WIFI in our new place two weeks ago. He had to change our router because apparently the service light was not coming on, on our old router. I work from home full time so before the technician left I tested my work VPN access and it failed. He suggested that I call support , they will be able to assist. I called support and they assisted me. I was able to access the VPN the whole day. Next morning as started to work I could not access the VPN. I called in again and the support agent assisted me and again I was able to work the whole day without any issues. The next morning I could not access the VPN and tried to call but the call was cut twice and I got tired of calling. I just decided to work by hot spotting my my phone for several days. I then decided to call support after a couple of days and unfortunately this time the agent could not assist and she said she would log a ticket.
Since logging the ticket , support keeps sending me emails to test the VPN which I respond to tell them them that I still do not have access. The last ticket number number is ***.
I had a similar issue before with MetroFibre. Again after several calls to no avail, the matter was only resolved after I wrote a review on hellopeter. I don`t think if fair for customers to resort to hellopeter because of sheer frustration.
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MetroFibre Networx's replyOfficial
09 Jun 2026, 10:12Dear Rose Chitanda
Thank you for bringing this matter to our attention and for providing a detailed account of the challenges you have experienced.
We acknowledge the inconvenience caused by the ongoing VPN connectivity issue, particularly given that you work from home and rely on a stable connection to perform your duties. We also note your concerns regarding the repeated troubleshooting, the intermittent nature of the resolution, and the time spent following up on the matter.
Your ticket (***) has been escalated to the relevant technical team for further investigation. Based on the information provided, the issue appears to be related to VPN access, and the matter has been flagged for priority review to determine the root cause and implement a permanent resolution.
We also take note of your feedback regarding your previous experience and the effort required to obtain assistance. Your comments will be shared with the relevant teams as part of our ongoing service improvement processes.
Further feedback will be provided as soon as the technical team has completed their assessment and investigation.
Thank you for your patience and cooperation while this matter is being attended to.
Kind regards,Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention and for providing a detailed account of the challenges you have experienced.
We acknowledge the inconvenience caused by the ongoing VPN connectivity issue, particularly given that you work from home and rely on a stable connection to perform your duties. We also note your concerns regarding the repeated troubleshooting, the intermittent nature of the resolution, and the time spent following up on the matter.
Your ticket (***) has been escalated to the relevant technical team for further investigation. Based on the information provided, the issue appears to be related to VPN access, and the matter has been flagged for priority review to determine the root cause and implement a permanent resolution.
We also take note of your feedback regarding your previous experience and the effort required to obtain assistance. Your comments will be shared with the relevant teams as part of our ongoing service improvement processes.
Further feedback will be provided as soon as the technical team has completed their assessment and investigation.
Thank you for your patience and cooperation while this matter is being attended to.
Kind regards,Sibonisile
MetroFibre Complaints & Escalations
Best regards,
MetroFibre Networx's reply09 Jun 2026, 10:12
Official
Dear Rose Chitanda
Thank you for bringing this matter to our attention and for providing a detailed account of the challenges you have experienced.
We acknowledge the inconvenience caused by the ongoing VPN connectivity issue, particularly given that you work from home and rely on a stable connection to perform your duties. We also note your concerns regarding the repeated troubleshooting, the intermittent nature of the resolution, and the time spent following up on the matter.
Your ticket (***) has been escalated to the relevant technical team for further investigation. Based on the information provided, the issue appears to be related to VPN access, and the matter has been flagged for priority review to determine the root cause and implement a permanent resolution.
We also take note of your feedback regarding your previous experience and the effort required to obtain assistance. Your comments will be shared with the relevant teams as part of our ongoing service improvement processes.
Further feedback will be provided as soon as the technical team has completed their assessment and investigation.
Thank you for your patience and cooperation while this matter is being attended to.
Kind regards,Sibonisile
MetroFibre Complaints & Escalations
Thank you for bringing this matter to our attention and for providing a detailed account of the challenges you have experienced.
We acknowledge the inconvenience caused by the ongoing VPN connectivity issue, particularly given that you work from home and rely on a stable connection to perform your duties. We also note your concerns regarding the repeated troubleshooting, the intermittent nature of the resolution, and the time spent following up on the matter.
Your ticket (***) has been escalated to the relevant technical team for further investigation. Based on the information provided, the issue appears to be related to VPN access, and the matter has been flagged for priority review to determine the root cause and implement a permanent resolution.
We also take note of your feedback regarding your previous experience and the effort required to obtain assistance. Your comments will be shared with the relevant teams as part of our ongoing service improvement processes.
Further feedback will be provided as soon as the technical team has completed their assessment and investigation.
Thank you for your patience and cooperation while this matter is being attended to.
Kind regards,Sibonisile
MetroFibre Complaints & Escalations
Best regards,