LS
Lucy S
1 reviews | Active since Dec 2025
18 Apr 2026, 11:17
Zero service and Zero support
Again Metrofibre, no support available. Emails get automated response, live chat gets automated response, phone calls cut off after waiting, calling over and over.
Ticket no from email ***
The following lie copied from your web page, this is not the first time I've complained here and the one thing you are right about is your support does match your service. I have no internet and no support from you!
5. Support that matches our service We don’t just promise reliable internet - we back it with a support team that takes your connection as seriously as you do.
MetroFibre Tip: Save our support details now, so if you ever need us, help is one tap away.
📞Call or Whatsapp: ********** 📧 ***********
Because great fibre deserves great support No one likes dealing with internet issues - but if they come up, you want them handled promptly. With us, help is never far away. That’s the difference 24/7/365 makes.
Helpful (0)
Replies (3)0
Replies (3)
MetroFibre Networx's replyOfficial
18 Apr 2026, 11:52Dear Lucy
Thank you for bringing this matter to our attention.
We sincerely apologise for the frustration and inconvenience you have experienced.
Please be advised that we have escalated your query to our MetroConnect department and requested that they assist as a matter of urgency. The team will investigate the issue and work towards resolution as quickly as possible.
We will continue to follow up internally and ensure that you receive feedback as soon as there is progress.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention.
We sincerely apologise for the frustration and inconvenience you have experienced.
Please be advised that we have escalated your query to our MetroConnect department and requested that they assist as a matter of urgency. The team will investigate the issue and work towards resolution as quickly as possible.
We will continue to follow up internally and ensure that you receive feedback as soon as there is progress.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply18 Apr 2026, 11:52
Official
Dear Lucy
Thank you for bringing this matter to our attention.
We sincerely apologise for the frustration and inconvenience you have experienced.
Please be advised that we have escalated your query to our MetroConnect department and requested that they assist as a matter of urgency. The team will investigate the issue and work towards resolution as quickly as possible.
We will continue to follow up internally and ensure that you receive feedback as soon as there is progress.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention.
We sincerely apologise for the frustration and inconvenience you have experienced.
Please be advised that we have escalated your query to our MetroConnect department and requested that they assist as a matter of urgency. The team will investigate the issue and work towards resolution as quickly as possible.
We will continue to follow up internally and ensure that you receive feedback as soon as there is progress.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
LS
Lucy S's updateReviewer Update
18 Apr 2026, 13:28Your quick response on this public forum is not appreciated, I'm still not getting through by phone, email or live chat, I still have no access to the service you're providing with the advertised 24/7/365 quick response you have proudly displayed on all your advertising.
LS
Lucy S's update18 Apr 2026, 13:28
Reviewer Update
Your quick response on this public forum is not appreciated, I'm still not getting through by phone, email or live chat, I still have no access to the service you're providing with the advertised 24/7/365 quick response you have proudly displayed on all your advertising.
LS
Lucy S's updateReviewer Update
18 Apr 2026, 17:04The 24/7/365 Support Myth: My Reality vs. MetroFibre’s Marketing Body: I am posting this second update to warn potential customers about the significant gap between MetroFibre’s advertised support and the actual service delivery. They heavily market "24/7/365 real human support," but my experience over the last 48 hours proves otherwise. The Reality of "Always-On" Support:
- Phone Support: Calls get disconnected after being on hold for extended periods. There is no fallback or "call-back" system that works.
- Live Chat: I have attempted to use the live chat twice today, waiting while they "Find an Agent" waiting nearly 4 hours each time, this system is just unsupported.
- Email Support: I only receive automated "ticket received" responses. There is zero follow-up from a technician or human agent, despite the "urgent" nature of connectivity issues.
- The HelloPeter Loop: Don't be fooled by their quick replies on this platform. They are very fast to post a "we are sorry and will resolve this" message for public PR, but in my experience, those promises never translate into actual technical solutions or a working internet line.
LS
Lucy S's update18 Apr 2026, 17:04
Reviewer Update
The 24/7/365 Support Myth: My Reality vs. MetroFibre’s Marketing Body: I am posting this second update to warn potential customers about the significant gap between MetroFibre’s advertised support and the actual service delivery. They heavily market "24/7/365 real human support," but my experience over the last 48 hours proves otherwise. The Reality of "Always-On" Support:
- Phone Support: Calls get disconnected after being on hold for extended periods. There is no fallback or "call-back" system that works.
- Live Chat: I have attempted to use the live chat twice today, waiting while they "Find an Agent" waiting nearly 4 hours each time, this system is just unsupported.
- Email Support: I only receive automated "ticket received" responses. There is zero follow-up from a technician or human agent, despite the "urgent" nature of connectivity issues.
- The HelloPeter Loop: Don't be fooled by their quick replies on this platform. They are very fast to post a "we are sorry and will resolve this" message for public PR, but in my experience, those promises never translate into actual technical solutions or a working internet line.