MetroFibre zero delivery

[Nomadman]

We had approached MetroFibre for FTTH for our complex in Lonehill. Initial engagement was in July.
They came back to impose on us a 30%tack-up and an installation fee of R1500.
In August we managed to obtain and achieve our 30% take-up. Which all signed completed forms had been submitted as requested. Six weeks later we are still waiting for MetroFibre to start work in our complex. MetroFibre has still not provided us with a project start date. It is clear that there is zero project management taking place and they simply focus on sales and zero support on delivery.

 

[Metrofibre]

Hi there, please provide me with the name of your complex and I will get an update.

 

[Nomadman]

Hi there, please provide me with the name of your complex and I will get an update.

PM sent

 

[Metrofibre]

Hi there, I am sure that you have received a response but I would like to provide full feedback on this forum for future reference. Can you please provide the name of the complex?

 

[Nomadman]

Hi there, I am sure that you have received a response but I would like to provide full feedback on this forum for future reference. Can you please provide the name of the complex?

I thought I sent you a PM did you not receive it?

My complex is in Lonehill.

I've also chatted to the person who was running with this in our complex and he said he has not received a project start date yet so if you can help it will be much appreciated.

 

[MagicDude4Eva]

I thought I sent you a PM did you not receive it?

My complex is Santa Barbara in Lonehill.

I've also chatted to the person who was running with this in our complex and he said he has not received a project start date yet so if you can help it will be much appreciated.

Mind PMing me the first name of the project manager - just wondering if the slow progress in our estate has a common problem

I heard from other estates that the had very fast roll-outs and none had the PM we have assigned. Not sure what the reason, perhaps too much work for the PM?

 

[Nomadman]

Mind PMing me the first name of the project manager - just wondering if the slow progress in our estate has a common problem

I heard from other estates that the had very fast roll-outs and none had the PM we have assigned. Not sure what the reason, perhaps too much work for the PM?

Would that be the project manager on the site plans ?
We only have a name on the site plans.

 

[nevadayz]

They also installed in my area at a few different complexes. roll-out was as discussed and the schedule was adhered to. Could just be your complex.

 

[MagicDude4Eva]

Would that be the project manager on the site plans ?
We only have a name on the site plans.

Not necessarily - sometimes the PM changes between the site-plans and the actual implementation.

 

[Nomadman]

Not necessarily - sometimes the PM changes between the site-plans and the actual implementation.

OK i see

 

[keill]

Hi Metrofibre

Struggling to get activated..(fibre and router installed, no broadband green light), logged tickets, emailed., they just say wait for the call - that the estate will be done by Nov 30th, now Dec 15th, but really no calls, dates roll by.
At this rate it isn't going to get done this year, we know that right.

 

[Nomadman]

Hi Metrofibre

Struggling to get activated..(fibre and router installed, no broadband green light), logged tickets, emailed., they just say wait for the call - that the estate will be done by Nov 30th, now Dec 15th, but really no calls, dates roll by.
At this rate it isn't going to get done this year, we know that right.

escalate it to this guy
jacquesdv@metrofibre.co.za
FTTH is his responsibility

 

[DarkDenim]

I strongly advise against using Metrofibre as their infrastructure is unreliable. My connection goes down at least once a month for 2-3 days without fail, heck, it's down as we speak. Their technicians take no responsibility for their stuff ups. I'm going to switch back to 20Mbps VDSL next week.

 

[adamr]

Hi Metrofibre

Struggling to get activated..(fibre and router installed, no broadband green light), logged tickets, emailed., they just say wait for the call - that the estate will be done by Nov 30th, now Dec 15th, but really no calls, dates roll by.
At this rate it isn't going to get done this year, we know that right.

Does the site not get activated then the routers get installed? That's how it is working with our complex

 

[adamr]

Hi Metrofibre

Struggling to get activated..(fibre and router installed, no broadband green light), logged tickets, emailed., they just say wait for the call - that the estate will be done by Nov 30th, now Dec 15th, but really no calls, dates roll by.
At this rate it isn't going to get done this year, we know that right.

Did you come right?

 

[Saber_rider45]

I strongly advise against using Metrofibre as their infrastructure is unreliable. My connection goes down at least once a month for 2-3 days without fail, heck, it's down as we speak. Their technicians take no responsibility for their stuff ups. I'm going to switch back to 20Mbps VDSL next week.

I haven't had a single down day using Metrofibre been going for a year now zero down time, so I would recommend them to anyone.

 

[Saber_rider45]

Does the site not get activated then the routers get installed? That's how it is working with our complex

That is how it's meants to work they say 24hours from router being installed but sometimes doesn't go as smooth I waited 48 hours for mine.

 

[adamr]

I haven't had a single down day using Metrofibre been going for a year now zero down time, so I would recommend them to anyone.

Currently in a similar situation where we suppose to have been activated Friday last week at 10am. Yeah today is only Monday.... thing is though it's radio silence from them. It would cost them next to nothing to respond to client queries and give feedback on progress. What scares me now is what is their support service like if this is their communication before we even up and running

 

[Saber_rider45]

Currently in a similar situation where we suppose to have been activated Friday last week at 10am. Yeah today is only Monday.... thing is though it's radio silence from them. It would cost them next to nothing to respond to client queries and give feedback on progress. What scares me now is what is their support service like if this is their communication before we even up and running

I just sent an email and it was up and running the next day, if your experience is anything like mine it won't be a problem I haven't had down time it's all been sorted before I even got home , they good with communication regarding faults.

I have not had to contact them once since I change my line speed that was in march.

 

[qdada]

I just sent an email and it was up and running the next day, if your experience is anything like mine it won't be a problem I haven't had down time it's all been sorted before I even got home , they good with communication regarding faults.

I have not had to contact them once since I change my line speed that was in march.

who is your ISP on MetroFibre?