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Pieter O

1 reviews | Active since Jan 2023

17 Sept 2024, 09:23

Worst Ever

I logged a ticket on the 3rd of September for speed issues. This ticket only gets attended to on the 16th and after I receive an email from them stating that they are going to perform tests etc, I loose all internet connectivity. After several calls to support and them promising to call me back (which never happened) I get an agent that tells me that a contractor will call me to come and resolve as there might be an issue at my premises. This now when complaining about speed and Metrofibre dropping the internet now all of a sudden the issue might be with a port or router. I have been down now for more than 19hrs and no call from the "contractor"

Dont waste your time with this ISP. They have no clue what the term customer service means.

0
Replies (2)
MetroFibre Networx
MetroFibre Networx's reply17 Sept 2024, 11:28
Official
Dear Pieter Thank you for bringing your concerns to our attention and for taking the time to speak with me. We truly appreciate your honesty in sharing this with us, and we’re sorry for the dissatisfaction you’ve experienced with the turnaround time. Please know that we are taking your feedback seriously and are actively looking into ways to prevent this from happening again. This matter is being treated as a priority. We sincerely apologize for the difficulties you’ve encountered with your fibre service and any inconvenience or frustration this has caused. If you have any further questions or concerns, please don’t hesitate to reach out via email using ticket #398575.  We are here to support you every step of the way. Thank you for your patience and understanding. Kind regards,
Phindile 
MetroFibre Complaints & Escalations
 
PO
Pieter O's update17 Sept 2024, 16:15
Reviewer Update
We are now past 24hrs without internet. The "contractor" was at my premises and could find no fault. (Which I knew there was none) Now after all pictures etc sent back and still no internet. What is next. Is the CEO coming to see what the issue is? What a joke of an ISP