dD
dmarais D
1 reviews | Active since Mar 2009
07 Feb 2023, 18:11
Worse than ESKOM
Again no internet it's a daily occurrence now. You ae like ESKOM (but worse) ESKOM at least warn you before they go down.
Maybe you are trying to expand too quickly and not looking after your existing clients. My wife is on the body corporate in our estate I'm going to do my very best to get you voted out.
Funny our sub-standard service is the norm in SA - just another company who simply does not care.
Helpful (0)
Replies (5)0
Replies (5)
MetroFibre Networx's replyOfficial
07 Feb 2023, 18:37Dear Dewald
Please note that we are aware of an outage that is affecting your area.
Please note that we are aware of an outage that is affecting your area.
Our Engineers are working on restoring services.
We will keep you updated.
We apologise for the inconvenience caused.
We will keep you updated.
We apologise for the inconvenience caused.
Ticket 254842
Kind Regards,
Ayanda
MetroFibre
MetroFibre Networx's reply07 Feb 2023, 18:37
Official
Dear Dewald
Please note that we are aware of an outage that is affecting your area.
Please note that we are aware of an outage that is affecting your area.
Our Engineers are working on restoring services.
We will keep you updated.
We apologise for the inconvenience caused.
We will keep you updated.
We apologise for the inconvenience caused.
Ticket 254842
Kind Regards,
Ayanda
MetroFibre
dD
dmarais D's updateReviewer Update
08 Feb 2023, 11:00Hi Ayanda
WIFI down again now!
Really doesn't help that you are aware and we your 'valued' clients are kept in the lurch. Surely you can be a little pro-active and inform your clients when there's outages maybe a heartbeat on the line between you and the end points? Be pro-active be professional be a quality outfit man.
Ayanda please provide billing information - I need to invoice you for my MTN bill as I'm conducting all my work from my phone's hotspot.
WIFI down again now!
Really doesn't help that you are aware and we your 'valued' clients are kept in the lurch. Surely you can be a little pro-active and inform your clients when there's outages maybe a heartbeat on the line between you and the end points? Be pro-active be professional be a quality outfit man.
Ayanda please provide billing information - I need to invoice you for my MTN bill as I'm conducting all my work from my phone's hotspot.
dD
dmarais D's update08 Feb 2023, 11:00
Reviewer Update
Hi Ayanda
WIFI down again now!
Really doesn't help that you are aware and we your 'valued' clients are kept in the lurch. Surely you can be a little pro-active and inform your clients when there's outages maybe a heartbeat on the line between you and the end points? Be pro-active be professional be a quality outfit man.
Ayanda please provide billing information - I need to invoice you for my MTN bill as I'm conducting all my work from my phone's hotspot.
WIFI down again now!
Really doesn't help that you are aware and we your 'valued' clients are kept in the lurch. Surely you can be a little pro-active and inform your clients when there's outages maybe a heartbeat on the line between you and the end points? Be pro-active be professional be a quality outfit man.
Ayanda please provide billing information - I need to invoice you for my MTN bill as I'm conducting all my work from my phone's hotspot.
MetroFibre Networx's replyOfficial
08 Feb 2023, 11:15Dear Dewald
We sincerely apologize for the inconvenience caused.
We sincerely apologize for the inconvenience caused.
Kindly note that once a ticket has been logged, it gets investigated by our Network Operations Department, where we attempt to resolve the fault remotely.
If the fault cannot be resolved remotely the ticket will be escalated to our maintenance department from where a contractor will make contact with you, to schedule an appointment for attendance.
Please be advised that the above process is the reason for our turnaround time of 3-4 working days.
However we have escalated this query , once your line is back up and running downtime will be investigated.
Kind Regards
MetroFibre
Shanice
However we have escalated this query , once your line is back up and running downtime will be investigated.
Kind Regards
MetroFibre
Shanice
MetroFibre Networx's reply08 Feb 2023, 11:15
Official
Dear Dewald
We sincerely apologize for the inconvenience caused.
We sincerely apologize for the inconvenience caused.
Kindly note that once a ticket has been logged, it gets investigated by our Network Operations Department, where we attempt to resolve the fault remotely.
If the fault cannot be resolved remotely the ticket will be escalated to our maintenance department from where a contractor will make contact with you, to schedule an appointment for attendance.
Please be advised that the above process is the reason for our turnaround time of 3-4 working days.
However we have escalated this query , once your line is back up and running downtime will be investigated.
Kind Regards
MetroFibre
Shanice
However we have escalated this query , once your line is back up and running downtime will be investigated.
Kind Regards
MetroFibre
Shanice
dD
dmarais D's updateReviewer Update
08 Feb 2023, 11:46Hi Ayanda,
Thank you for your response.
Thank you for confirming the flawed process.
What you saying is that if I do not raise the outage with my ISP (Clear Access) you'll do nothing about it. I must phone Clear Access daily is that what you saying? Don't you think it's a little unfair of you to expect that form me... the client. Is there really no way for Metrofire to monitor their own network allowing them to notify affected customers and investigate issues pro-actively, wow it's ludicrous; boggles the mind really.
At what stage do you refund me for my additional costs i.e. MTN data and voice minutes for the daily calls I'm making to Clear Access. It looks like I'll need to get an alternative backup ADSL line from a more reliable vendor. Will you provide me a discount based on that additional cost?
Thank you for your response.
Thank you for confirming the flawed process.
What you saying is that if I do not raise the outage with my ISP (Clear Access) you'll do nothing about it. I must phone Clear Access daily is that what you saying? Don't you think it's a little unfair of you to expect that form me... the client. Is there really no way for Metrofire to monitor their own network allowing them to notify affected customers and investigate issues pro-actively, wow it's ludicrous; boggles the mind really.
At what stage do you refund me for my additional costs i.e. MTN data and voice minutes for the daily calls I'm making to Clear Access. It looks like I'll need to get an alternative backup ADSL line from a more reliable vendor. Will you provide me a discount based on that additional cost?
dD
dmarais D's update08 Feb 2023, 11:46
Reviewer Update
Hi Ayanda,
Thank you for your response.
Thank you for confirming the flawed process.
What you saying is that if I do not raise the outage with my ISP (Clear Access) you'll do nothing about it. I must phone Clear Access daily is that what you saying? Don't you think it's a little unfair of you to expect that form me... the client. Is there really no way for Metrofire to monitor their own network allowing them to notify affected customers and investigate issues pro-actively, wow it's ludicrous; boggles the mind really.
At what stage do you refund me for my additional costs i.e. MTN data and voice minutes for the daily calls I'm making to Clear Access. It looks like I'll need to get an alternative backup ADSL line from a more reliable vendor. Will you provide me a discount based on that additional cost?
Thank you for your response.
Thank you for confirming the flawed process.
What you saying is that if I do not raise the outage with my ISP (Clear Access) you'll do nothing about it. I must phone Clear Access daily is that what you saying? Don't you think it's a little unfair of you to expect that form me... the client. Is there really no way for Metrofire to monitor their own network allowing them to notify affected customers and investigate issues pro-actively, wow it's ludicrous; boggles the mind really.
At what stage do you refund me for my additional costs i.e. MTN data and voice minutes for the daily calls I'm making to Clear Access. It looks like I'll need to get an alternative backup ADSL line from a more reliable vendor. Will you provide me a discount based on that additional cost?
MetroFibre Networx's replyOfficial
08 Feb 2023, 11:52Dear Dewald
We will keep you updated on the progress of the outage.
Once the outage has been resolved downtime will be investigated.
Kind Regards
MetroFibre
Shanice
We will keep you updated on the progress of the outage.
Once the outage has been resolved downtime will be investigated.
Kind Regards
MetroFibre
Shanice
MetroFibre Networx's reply08 Feb 2023, 11:52
Official
Dear Dewald
We will keep you updated on the progress of the outage.
Once the outage has been resolved downtime will be investigated.
Kind Regards
MetroFibre
Shanice
We will keep you updated on the progress of the outage.
Once the outage has been resolved downtime will be investigated.
Kind Regards
MetroFibre
Shanice