WORST EXPERIENCE EVER!

It comes as no surprise that Metrofibre ranks low on almost all their reviews. Let lone the low response rate? So here's to hoping someone even bothers with a reply.

To say I am fed up is an understatement and the worst part is NOTHING will come of this complaint! Metrofibre has monopolized the industry and this is why they make zero effort to enhance their customer journey. We've even come to expect the below average service; but things have taken a turn for the worst in August.

This month alone, I've logged 3 different calls for THREE different issues in ONE month. First I went without internet for 2 days because suddenly the 3 devices in my house were taking strain on my 50 Mpbs line. I wasted my time troubleshooting with a consultant only to temporarily resolve the issue. Just days later, the issues persisted and then I was told that Metrofibre was doing an emergency upgrade in my residential estate. WHY? 'To enhance the service delivery' as I was told by an emotionless consultant who quickly evaded blame with her 'I-don't-make-the-rules' attitude.

Now bearing in mind that not once has Metrofiber sent an SMS or any sort of proactive communication to inform us that we'd basically be offline for another 48 hours. Something you would expect in a world where most of their clients are now working from home.

But of course, the monster is just too big to care about a handful of clients. Even after dominating the market, you'd expect Metrofibre to give their paying clients the bare minimum: Proactive comms, shorter SLAs when issues are escalated... Or what about a reliable internet connection? A provider that keeps their clients informed? A provider that keep their promise? Or are these just virtues that seized to exist? The answer to all this:

Instead we go DAYS without any connectivity and when we follow up countless times in one day, we are promised call backs while our phones stay silent with not even one attempted call back! The ticket is supposedly escalated yet every single time I follow up, there are no new updates. The only reason I even bothered with this post is in the hopes that this triggers some sort of reaction and adds to the already *****ed reputation of this company.

All the support channels have failed me and even as I send this bitter review my issues are nowhere near resolved. A a complete hostage situation when I think that no amount of venting can help because ultimately, we're stuck with the devil we know.

They are not worth a single cent.