UrbanX has honestly turned into one of the best ISP experiences I’ve had — but I want to be fair and say the start was very rocky.
When I first got connected, the timing was just unlucky. From what I understand, MetroFibre was actively working on the line, and a lot of the early instability wasn’t actually on UrbanX’s side. At the time it felt like blame shifting, because it’s never fun hearing “it’s the provider” during repeated issues — but MetroFibre later confirmed that the problems were mostly on their end due to unforeseen circumstances. UrbanX also didn’t just shrug and pass the buck; they made contact with MetroFibre about resolving an area congestion issue, which I really appreciated.
What stood out even during the messy early phase was communication. They kept me in the loop constantly — more emails and messages than any of my previous ISPs — with clear notices about outages, maintenance windows, and network changes. That level of proactive communication is rare and builds trust, especially when things are unstable.
I also want to give a special shoutout to Andrew from UrbanX, who personally made time to contact me and help me through everything. That kind of personable, hands-on support made it feel like they genuinely care — not just about the line being up, but about the customer experience.
Fast forward to now: absolutely fantastic. The network has been smooth and stable for months at a time. The occasional outage still happens now and then, but it’s typically MetroFibre-related rather than UrbanX — and even then, UrbanX is quick to update customers.
Customer service has also been on point, with one key lesson I wish I’d known earlier:
If you want the fastest, cleanest resolution, call in to get a ticket created, and then send updates on that ticket instead of creating the ticket online and expecting an instant response. Once I followed the right channels, the support experience improved significantly — efficient, helpful, and professional.
Bottom line: a rough start driven mostly by upstream issues, but excellent communication, proper escalation, and a genuinely strong, stable experience now — backed by real people like Andrew who go the extra mile. I’m happy with UrbanX and would recommend them.
