Service outages can be frustrating, and we understand how important it is to stay connected. Our top priority is to minimise the impact of any service disruption on our customers. To achieve this, we continuously monitor our network and strive to resolve issues swiftly and efficiently. Identifying the cause of an outage is the first crucial step in restoring your service. Whether the disruption is due to network issues, maintenance, or technical problems, we are committed to keeping you informed and getting you back online as quickly as possible.
How can I check if there is a service outage in my area?
- Visit the network status page. We monitor all services 24/7 and will post information here in the event of a service disruption.
- Install the MetroFibre mobile app and sign up for push notifications. Our app is available on Google Play and the App Store.
What are the common causes of service outages?
- Network disruptions: Problems affecting the physical infrastructure, such as natural disasters like storms or floods, power infrastructure, or damaged cables.
- Maintenance: Planned maintenance to the physical infrastructure or system upgrades may temporarily affect your service. MetroFibre will communicate via email or SMS if planned maintenance is upcoming in your area.
- Technical issues: Equipment or software malfunctions, server errors, or software bugs that affect internet service.
How will MetroFibre inform me about planned maintenance?
MetroFibre will communicate via email or SMS if planned maintenance is upcoming in your area.
What should I do if I experience a service outage?
- First, check if there is a known outage in your area by visiting the network status page
- If there is no information about an outage and you are still experiencing issues, you can contact our support team through the My MetroFibre Portal, live chat on our website, using the MetroFibre App, or by calling 087 151 400.
How frequently is the network status updated?
The network status is monitored and updated 24 hours a day, seven days a week. In the event of a service disruption, we’ll post information as soon as possible to keep you informed of the current status.
Can natural disasters affect my MetroFibre service?
Yes, natural disasters like storms or floods can cause network disruptions by damaging the physical infrastructure. We work diligently to restore service as quickly as possible in such events.
What steps are taken to minimise the impact of outages?
We monitor the network 24/7 and provide timely updates via our network status page. For planned maintenance, we communicate in advance via email or SMS to keep you informed.
What information will be provided during a service outage?
During a service outage, we will provide details about the nature of the disruption, affected areas, and estimated time for service restoration on the network status page.
What should I do if there is no outage but I am still experiencing issues?
If there are no reported outages in your area, but you’re still experiencing issues, try the following:
- Check your router
- Make sure your account is up to date, and review your payment information
- Log a support ticket for help with troubleshooting your connection