MetroFibre

[Elementalist]

Im beginning to see a trend in how Metrofibre treat their clients from these forums. Its been 2 weeks. I already have a Fibre line installed at my complex but no word and no news from MetroFibre as to when It will be activated. I have called and emailed but nothing. Not even a call back or an update on the situation.

 

[Napalm2880]

I think the problem with the fibre infrastructure providers at the moment is that they're more interested in putting cable in the ground than looking for customers.

In my case the MetroFibre contractor actually finished the fibre in the complex before they'd connected the fibre in the street. It could be that you're in the same situation.

 

[chunk10]

If they have installed your router it should be active, if they haven't installed a router you more than likely will be waiting till they have pulled fibre into all the units. this was my experience as was communicated to us.

 

[MagicDude4Eva]

Im beginning to see a trend in how Metrofibre treat their clients from these forums. Its been 2 weeks. I already have a Fibre line installed at my complex but no word and no news from MetroFibre as to when It will be activated. I have called and emailed but nothing. Not even a call back or an update on the situation.

Just remember the setup: You have MFN which does the backhaul and cabling within the estate up to the point where they terminate in your house. Then you have some 3rd party contractor (in my case it was a husband/wife-setup who travelled around with a bakkie full of ONTs) which then just plug the ONT into your termination point. Once the ONT is plugged in, they will activate the ONT. If they are not at the stage where they are running fibre into your house or have not installed ONTs, they are still busy with the normal cabling through the estate.

You should have a MFN project manager who will be able to tell you at what phase the project is. I found that there is a big communication gap between project managers, 3rd party contractors and HQ.

In my case MFN started the project in August 2016, took about one month to clear out conduits (estate has over 200 houses), built some distribution cabinet and from September 2016 started to pull fibre - it took until middle of October until the whole estate was "fibred up" and then they started pulling in fibre to the home and terminated. After 1-2 weeks of testing, they installed the ONT which was then activated same day (for some it took 1-2 days).

You should really find out from your HOA or the MFN project manager at what stage the installation is. Just because cabling is pulled into the estate (and often even into houses), does not mean that it has been lit up.

 

[Elementalist]

I have been trying to get hold of a project manager , Shaun Starbuck but I never get through to him or get replies on my emails. My complex has had Fibre for about 8 months already . Im more upset that I have filled in forms and sent them through but since then absolutely no communication. On their website it clearly states
"If you live in an estate where MFN already has a fibre infrastructure, the ONT will generally be activated within 2 business days after installation".
After almost 3 weeks with no reply?

 

[MagicDude4Eva]

I have been trying to get hold of a project manager , Shaun Starbuck but I never get through to him or get replies on my emails. My complex has had Fibre for about 8 months already . Im more upset that I have filled in forms and sent them through but since then absolutely no communication. On their website it clearly states
"If you live in an estate where MFN already has a fibre infrastructure, the ONT will generally be activated within 2 business days after installation".
After almost 3 weeks with no reply?

I dropped you a PM with some extra contacts....

 

[asif87]

geez and i thought i am the only one struggling with MetroFibre, i am sitting with the same problem and have already cancelled my dsl for the end of Jan. Please forward me the contacts as well. I applied for Fibre via Afrihost, apparently Afrihost is waiting for confirmation from MetroFibre, even though the ONT was installed 2 weeks ago.

 

[chunk10]

geez and i thought i am the only one struggling with MetroFibre, i am sitting with the same problem and have already cancelled my dsl for the end of Jan. Please forward me the contacts as well. I applied for Fibre via Afrihost, apparently Afrihost is waiting for confirmation from MetroFibre, even though the ONT was installed 2 weeks ago.

Why would you go through Afrihost their pricing is horrible?

 

[Zook]

Their network seems pretty solid but wow they need a wake-up on the service and communication.

It's a technical product that's different from what they had before, and most customers don't have a clue what the status or context is. Is it almost live? Must they do something extra? Have you forgotten about them?

 

[Ben$ch]

Hi Guys

If you are still stuck without an active service please PM your unit number, and the name of the estate,and I will find out all the necessary information for you.

@EleMentalist: I'm assuming your estate needed a new fibre lit - but still its a long time!! I'm sure I can assist just drop me a msg!

Jono

 

[Elementalist]

Hi Jono,

I have been in touch with Metro Fibre and it seems with all their delays , it seems the contractors that installed the lines actually did such a bad job that they have to come out to reinstall the line . The technicians that came out actually did try alot to assist, but unfortunately the contractors hap hazardly installed the lines and a surprising number of the estates that are "connected" are affected and require brand new installs, it sounded like the disconnect between all the departments at MetroFibre is the main reason for all the delays.

Just glad after making alot of noise that they keep intouch and keep me updated . Hopefully the booking they made with the contractors for Wed will come through.

Will update when possible