Lewis D

Terrible customer support, poor communication, and unacceptable service

I have been trying to get assistance from Metro Connect Fibre since 08:00 this morning and now it’s 12:30pm with no success. The support process is extremely frustrating — you are first handled by an automated system, then transferred to an agent, only to be told that your issue belongs to a different account or department. However, no one provides a direct contact to reach the correct team. You are simply sent around in circles. To make matters worse, when you finally speak to an agent, you are told that there is an “upgrade” being carried out. It is very concerning that such upgrades are being done during normal working hours, causing service disruption to customers. Even more surprising is being told that the team responsible for this work only operates during standard business hours (08:00–17:00). For a technical service provider, this type of arrangement is unacceptable. As a customer, this reflects poor planning, lack of communication, and no regard for service availability. Metro Connect needs to improve their customer support process by: - Providing direct contact details for relevant departments - Ensuring proper internal routing of customer issues - Scheduling maintenance or upgrades outside of peak usage hours - Taking accountability instead of passing customers around At this point, the service experience is extremely poor and needs urgent attention.