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KM
Khanyisile M

1 reviews | Active since Mar 2023

24 Apr 2026, 13:05

Paid for fibre – no installation, no feedback, and unprofessional handling I signed up for fibre through

I signed up for fibre through RSAWEB using MetroFibre and paid the required R545 promptly last week.

I was assisted by Jean-Pierre Plaatjes, who advised that installation would take 3–5 working days.

On the second working day, I followed up as I had not received any communication regarding installation scheduling, which I found concerning. I was told that he would follow up.

Since that Tuesday, I have been waiting without any meaningful feedback or updates.

Today marks the 5th working day, and instead of receiving confirmation of installation, I was given another contact number to follow up myself after the promised timeline had already passed.

Additionally, when I asked for escalation details, I was not provided with a full name, only initials, which I found unprofessional and unhelpful.

At this point: • I do not have an installation date • I have not received a MetroFibre reference or confirmation of progress • Communication has been poor and unclear

This experience has been extremely disappointing, especially considering that payment was made immediately as requested.

I would like urgent clarification on the status of my order, a confirmed installation date, or guidance on how to proceed with a refund if this cannot be resolved promptly.

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Replies (2)
RSAWEB
RSAWEB's reply24 Apr 2026, 14:54
Official
Hi there, thank you for your feedback. We’re truly sorry to hear that the experience didn’t meet expectations. This is not the level of service we aim to provide. We are looking into resolving the query. This matter will be looked into and has been forwarded to the relevant team.
KM
Khanyisile M's update24 Apr 2026, 16:33
Reviewer Update
Dear RSAWEB Team,

I hope you are well.

I understand from previous communication that there is currently an active service at my address under another ISP, and that MetroFibre has been requested to release the line before my installation can proceed.

I would appreciate it if you could kindly confirm the following:

  1. Whether MetroFibre has acknowledged and processed the line release request
  2. The current status of this process
  3. An estimated timeline for when the line will be released
  4. When I can expect installation or activation to take place once the line is cleared

I also submitted my lease agreement as requested, as I am the current occupant of the unit in a complex. I would appreciate any clear update you can provide, as I am currently without service and need to plan accordingly. Thank you in advance for your assistance.

Kind regards,
Khanyisile Mthitshana