MetroFibre Networx
2.2|6,379 reviews
A
Anonymous
1 reviews | Active since Member
28 May 2026, 12:21
Formal Complaint – Service Interruption & Delayed Reconnection
Hi
I have been with the network since 2024 and have experienced several issues, which I have previously let slide. However, this recent experience has been the worst to date.
On multiple occasions, when someone in my complex reports an issue, technicians are dispatched to reconnect their service, after which my connection gets cut off. I have raised this with Metrofibre before, but no resolution was provided.
Most recently, I lost connection on Saturday, 23 May Morning, shortly after a technician left the premises after reconnecting another user. I immediately called and was advised that the same technicians would return to reconnect my service. Guess WHAT!! no one attended to the matter.
I logged the issue again the same day and was informed on Monday that the query was at the top of their list. Despite numerous follow-up calls and emails, I was only reconnected this afternoon—six days later.
This prolonged outage has had a financial impact on me, as I had to purchase mobile data to continue working during this period.
I would appreciate urgent feedback on this matter, as well as clarity on the steps being taken to prevent this from happening again.
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Replies (1)MetroFibre Networx's replyOfficial
28 May 2026, 12:25Dear Palesa Dibakoane
Thank you for taking the time to share your experience and for bringing these concerns to our attention.
We acknowledge the frustration and inconvenience caused by the repeated service interruptions, particularly where your connection appears to have been affected following work conducted for other residents within the complex.
The delay experienced in restoring your service and the lack of timely feedback received throughout the process are understood, especially considering the impact this had on your ability to work and the additional costs incurred for mobile data during the downtime.
Please note that your concerns have been escalated to the relevant operational teams for further review and investigation. Particular attention will be given to the recurring reconnection issue within the complex to determine what preventative measures can be implemented to avoid similar incidents going forward.
We do apologise for the overall experience and the prolonged disruption encountered.
Further feedback will be provided once the relevant teams have completed their assessment.
Kind Regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience and for bringing these concerns to our attention.
We acknowledge the frustration and inconvenience caused by the repeated service interruptions, particularly where your connection appears to have been affected following work conducted for other residents within the complex.
The delay experienced in restoring your service and the lack of timely feedback received throughout the process are understood, especially considering the impact this had on your ability to work and the additional costs incurred for mobile data during the downtime.
Please note that your concerns have been escalated to the relevant operational teams for further review and investigation. Particular attention will be given to the recurring reconnection issue within the complex to determine what preventative measures can be implemented to avoid similar incidents going forward.
We do apologise for the overall experience and the prolonged disruption encountered.
Further feedback will be provided once the relevant teams have completed their assessment.
Kind Regards,
Sibonisile
MetroFibre Complaints & Escalations
Best regards,
MetroFibre Networx's reply28 May 2026, 12:25
Official
Dear Palesa Dibakoane
Thank you for taking the time to share your experience and for bringing these concerns to our attention.
We acknowledge the frustration and inconvenience caused by the repeated service interruptions, particularly where your connection appears to have been affected following work conducted for other residents within the complex.
The delay experienced in restoring your service and the lack of timely feedback received throughout the process are understood, especially considering the impact this had on your ability to work and the additional costs incurred for mobile data during the downtime.
Please note that your concerns have been escalated to the relevant operational teams for further review and investigation. Particular attention will be given to the recurring reconnection issue within the complex to determine what preventative measures can be implemented to avoid similar incidents going forward.
We do apologise for the overall experience and the prolonged disruption encountered.
Further feedback will be provided once the relevant teams have completed their assessment.
Kind Regards,
Sibonisile
MetroFibre Complaints & Escalations
Thank you for taking the time to share your experience and for bringing these concerns to our attention.
We acknowledge the frustration and inconvenience caused by the repeated service interruptions, particularly where your connection appears to have been affected following work conducted for other residents within the complex.
The delay experienced in restoring your service and the lack of timely feedback received throughout the process are understood, especially considering the impact this had on your ability to work and the additional costs incurred for mobile data during the downtime.
Please note that your concerns have been escalated to the relevant operational teams for further review and investigation. Particular attention will be given to the recurring reconnection issue within the complex to determine what preventative measures can be implemented to avoid similar incidents going forward.
We do apologise for the overall experience and the prolonged disruption encountered.
Further feedback will be provided once the relevant teams have completed their assessment.
Kind Regards,
Sibonisile
MetroFibre Complaints & Escalations
Best regards,