Metrofibre Feedback

[ace119]

@wingnut771 Morning, our teams primarily ensure direct support to all messages received specifically via inbox on all our social media platforms. In an effort to ensure support for all who reach out beyond our inbox, we do a sporadic general mention search on every platform to direct our customers to where we're available to help out with their mentioned issue or offer further support for any additional inquiries they may have.
Apologies for any misunderstanding - we're here to help via DM, if at all required. Rs^

To be honest I already left WebAfrica and have happily paid more at Afrihost to actually receive service. My in-laws are not far away from following my footsteps.

Upgraded their line from 100/100 to 250/250 and again WebAfrica has only completed the upgrade on the upload speed. This current speed is 100/250. It’s ridiculous.

Can you please assist with getting this resolved so my in-laws can actually make use of the 250 download?

Not to mentioned this happened to both of our households on separate occasions when we processed upgrades a year and a half ago with WebAfrica…

[mention]WebAfrica Helper [/mention]

 

[JasDan]

That seems a bit long.

Can you send me a dm with your email address so I can have a look for you?

Thanks @AfriNatic, managed to get the ONT installed and fibre line activated yesterday.

The line speed is currently sitting around 5Mbps both up- and download; is this something that will sort itself out automatically?

 

[wingnut771]

To be honest I already left WebAfrica and have happily paid more at Afrihost to actually receive service. My in-laws are not far away from following my footsteps.

Upgraded their line from 100/100 to 250/250 and again WebAfrica has only completed the upgrade on the upload speed. This current speed is 100/250. It’s ridiculous.

Can you please assist with getting this resolved so my in-laws can actually make use of the 250 download?

Not to mentioned this happened to both of our households on separate occasions when we processed upgrades a year and a half ago with WebAfrica…

[mention]WebAfrica Helper [/mention]

You might get an answer in 2 weeks.

 

[AfriNatic]

Thanks @AfriNatic, managed to get the ONT installed and fibre line activated yesterday.

The line speed is currently sitting around 5Mbps both up- and download; is this something that will sort itself out automatically?

Let me log a ticket for the ONT to be re-provisioned. It's been a problem recently.

 

[JasDan]

Let me log a ticket for the ONT to be re-provisioned. It's been a problem recently.

Thanks @AfriNatic, that seems to have sorted it out and things are flying

Thanks again for the assistance!

 

[Webafrica Helper]

To be honest I already left WebAfrica and have happily paid more at Afrihost to actually receive service. My in-laws are not far away from following my footsteps.

Upgraded their line from 100/100 to 250/250 and again WebAfrica has only completed the upgrade on the upload speed. This current speed is 100/250. It’s ridiculous.

Can you please assist with getting this resolved so my in-laws can actually make use of the 250 download?

Not to mentioned this happened to both of our households on separate occasions when we processed upgrades a year and a half ago with WebAfrica…

[mention]WebAfrica Helper [/mention]

Our teams will ensure further support asap via DM

 

[ace119]

Our teams will ensure further support asap via DM

[mention]WebAfrica Helper [/mention] “WebAfrica” lost another client to [mention]AfriNatic [/mention] “Afrihost” - I will be in touch to assist with the migration of my in-laws fibre to Afrihost…

 

[Webafrica Helper]

[mention]WebAfrica Helper [/mention] “WebAfrica” lost another client to [mention]AfriNatic [/mention] “Afrihost” - I will be in touch to assist with the migration of my in-laws fibre to Afrihost…

Our teams tried to call with no luck yesterday. We will call to address the above again today to further discuss and action as per the instruction of the account holder asap. Support call back to follow

 

[ace119]

Our teams tried to call with no luck yesterday. We will call to address the above again today to further discuss and action as per the instruction of the account holder asap. Support call back to follow

Can I ask for the FSAN Number and/ or the Object/ B Number as this is required for Afrihost to accept the migration transfer. Otherwise they will reach out to WebAfrica for this anyways.

But I’d like to assist them with the information they need now.

Please close the support call for assisting with the speed issue, as said previously we will be cancelling the WebAfrica fibre line as we are unhappy with the lack of support we’ve received with this issue that’s been ongoing and something that’s happened in the past multiple times.

 

[Afrigirl]

Can I ask for the FSAN Number and/ or the Object/ B Number as this is required for Afrihost to accept the migration transfer. Otherwise they will reach out to WebAfrica for this anyways.

But I’d like to assist them with the information they need now.

Please close the support call for assisting with the speed issue, as said previously we will be cancelling the WebAfrica fibre line as we are unhappy with the lack of support we’ve received with this issue that’s been ongoing and something that’s happened in the past multiple times.

Hello.
We can still go ahead with the migration without the FSAN number for MFN. Please note we do not reach out to an ISP to complete the order; if anything is needed, we escalate to the Key Accounts Team at MFN to assist as long as we have your POA.

 

[ace119]

Hello.
We can still go ahead with the migration without the FSAN number for MFN. Please note we do not reach out to an ISP to complete the order; if anything is needed, we escalate to the Key Accounts Team at MFN to assist as long as we have your POA.

Understood, thank you [mention]Afrigirl [/mention] will reach out with a DM to get the migration going.

 

[ace119]

More than 30min later and I’m on the 4th chat agent with WebAfrica, still trying to get someone to cancel the fibre line. It’s beyond a mess [mention]WebAfrica Helper [/mention] I have no idea why you want your customers.. or soon to be ex-customers to struggle!

It doesn’t help offering reduced monthly pricing or even now - details as to why the support was poor.

Once a customer decides to leave you’ve lost them…

 

[Randmental1]

Back to a Metrofibre question:

I have had a Metrofibre 1G/500Mbps line installed - All go after it was provisioned.
I have the Calix GigaPoint 803G ONT adn a supplied Nokia Wifi Beacon 2 router.

Measurements:

ONT to Opnsense Router with with a PPPoE connection - 650Mbps down​

ONT directly to new i5 Laptop with PPPoE connection - 650Mbps down
ONT to WAN on Nokia Wifi6 Router, LAN to Opnsense Router, ecthernet to PC - 900Mbps down​

ONT to WAN on Nokia Wifi6 Router, Wifi to Samsung Galaxy S21 - 720Mbps down​

None of the MetroFibre Tech and tech support understand why.
Opnsense has all the PPPoE compression etc. enabled.

There must be some configuration on the provisioned Nokia Router, but what? Most config seetings are locked down as one can expect.

Any advise or explanations?

 

[PAYBACK]

Massive outage last night around 20:00 affected all the way to Jeffreys Bay apparently. Anyone know what happened?

 

[Asgard85]

Massive outage last night around 20:00 affected all the way to Jeffreys Bay apparently. Anyone know what happened?

Not sure but one thing that happened is I sent my cancellation request to them using mobile data.

To be a Metrofibre client is to have to manage that bloody box daily because as sure as the sun comes up the connection will go down.

 

[eepr0m]

I have a 200mb connection at my one house in PE. I've never been able to get more than 105mb up or down. My paddapoot connection where I live is way more stable.

 

[PAYBACK]

Not sure but one thing that happened is I sent my cancellation request to them using mobile data.

To be a Metrofibre client is to have to manage that bloody box daily because as sure as the sun comes up the connection will go down.

Sorry to hear that. Have only had the line a couple of months now and I'm very happy. Anything beats RAIN!

 

[MakoPC]

I have a 200mb connection at my one house in PE. I've never been able to get more than 105mb up or down. My paddapoot connection where I live is way more stable.

My 1Gbps in EC hits full speed constantly, you with Metro directly?

 

[bobcpt]

I have a 200mb connection at my one house in PE. I've never been able to get more than 105mb up or down. My paddapoot connection where I live is way more stable.

105Mbps sound very close to the limit of 100Mbps Ethernet network equipment. Are you connecting your network devices via Ethernet cable? If so, check whether all your equipment (router, access point, network interface card) are capable and indeed connecting at gigabit speeds. Secondly check whether the network cable has cat5e or a higher number printed on it. Using Cat5 instead of Cat5e network cable will limit the speed to 100Mbps.

If you are connecting via wifi then connect to the 5ghz frequency band instead of 2.4Ghz. The latter has much less bandwidth available.

 

[eepr0m]

Router and hp procurve swit

105Mbps sound very close to the limit of 100Mbps Ethernet network equipment. Are you connecting your network devices via Ethernet cable? If so, check whether all your equipment (router, access point, network interface card) are capable and indeed connecting at gigabit speeds. Secondly check whether the network cable has cat5e or a higher number printed on it. Using Cat5 instead of Cat5e network cable will limit the speed to 100Mbps.

If you are connecting via wifi then connect to the 5ghz frequency band instead of 2.4Ghz. The latter has much less bandwidth available.

Router and Hp pro curve managed poe switch have gigabit ports. My ubiquity Wireless access points are capable of 300mbps. My internal network is fast. This is a isp issue.