1 reviews | Active since Sept 2019
Worst service without internet
I would like to further express my disappointment regarding the ongoing fibre outage and the lack of assistance received. Initially, I believed Metrofibre was one of the best service providers, and I even recommended the service to people around me. However, the experience I have had over the past few days has been extremely frustrating and disappointing. Working from home requires a reliable fibre connection, and being disconnected without any explanation or communication has made it very difficult for me to continue with my work. What is even more concerning is that there has been no clear feedback on what caused the disconnection or when it will be resolved. Whenever I try to call for assistance, I am sent from pillar to post with no one able to provide answers. Recently, calls are no longer being attended to and are redirected to an AI system where we are told someone will call us back. Unfortunately, no one has returned any of the calls or messages left. This level of service is extremely frustrating, especially when customers depend on the internet for their daily work. I kindly request that this matter be treated with urgency and that I receive a clear update on what is happening with my connection and when it will be restored. I would appreciate your prompt assistance in resolving this matter.
Thank you for taking the time to share your experience and for bringing this matter to our attention.
We understand how disruptive and frustrating it is to experience a fibre outage, especially when you rely on the connection to work from home. The lack of clear communication and the difficulty you experienced when trying to reach support are also noted, and this is certainly not the level of service we aim to provide.
Your concern regarding the ongoing outage has been recorded and will be escalated to the relevant technical team and network provider for urgent investigation. We will request feedback on the cause of the disconnection as well as an update on the expected restoration time so that clearer communication can be provided to you.
Your feedback regarding the support channels and response times is also important and will be shared with the relevant teams for review.
We appreciate you raising this with us and your patience while the matter receives the necessary attention.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience and for bringing this matter to our attention.
We understand how disruptive and frustrating it is to experience a fibre outage, especially when you rely on the connection to work from home. The lack of clear communication and the difficulty you experienced when trying to reach support are also noted, and this is certainly not the level of service we aim to provide.
Your concern regarding the ongoing outage has been recorded and will be escalated to the relevant technical team and network provider for urgent investigation. We will request feedback on the cause of the disconnection as well as an update on the expected restoration time so that clearer communication can be provided to you.
Your feedback regarding the support channels and response times is also important and will be shared with the relevant teams for review.
We appreciate you raising this with us and your patience while the matter receives the necessary attention.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations