metrofibre.co.za Bewertungen 21

Metro Fibre are refusing to acknowledge an issue that has been going on for over a week with outages everyday in the Edenburg Sandton area! Their technicians were here until midnight one time... but apparently "nothing to see here" when their fault service team is contacted. They are looking at individual cases instead of the wider problem! We can tell it's widespread from our neighborhood WhatsApp groups!!

This has been one of the most frustrating customer service experiences I’ve dealt with.

A written cancellation was submitted on 11 December 2025, yet MetroFibre still attempted to push the termination date further and continued billing. After multiple emails and follow-ups just to correct their own billing error, they finally issued a credit note on 03 February 2026 acknowledging the overcharge.

That should have resolved the matter. Instead, the process dragged on for weeks.

Their finance department asked for additional documentation to process the refund, which was provided immediately. After that? Silence. No updates, no confirmation, and no payment.

The most concerning part of this entire experience is the lack of accountability and communication. Customers are expected to follow procedures and timelines, yet when the company makes a mistake, resolving it seems to become a drawn-out process with no urgency.

A company providing essential services should at the very least be able to handle cancellations correctly, communicate with customers, and process refunds without months of delays. Unfortunately, this experience shows the opposite!!!

If I could give 0 stars, I would!

My experience with MetroFibre has been nothing short of exhausting. Written cancellation was submitted on 11 December 2025, which legally makes the termination date 11 January 2026 in terms of the Consumer Protection Act. Despite this, the process that followed has been filled with delays, ignored emails, and unnecessary complications.

After multiple follow-ups, MetroFibre eventually issued a credit note on 03 February 2026 for the overbilling that occurred after my cancellation. That should have been the end of it. Instead, it turned into another waiting game.

Even after providing everything requested — including a bank confirmation letter — the finance department continued to delay the refund and stopped responding to emails. Weeks later there was still no refund, no proof of payment, and no clear communication.

What stands out most is how quickly billing happens compared to how slowly refunds are handled. Debit orders go through instantly, but when the company owes you money, the urgency disappears.

If you value efficient support, transparent billing, and timely refunds, this experience suggests you may want to think carefully before choosing MetroFibre.

I want to commend Taryn Hunter from Metrofibre Port Elizabeth for her amazing service, going out of her way by coming to my place of work to help me with my Rica process, it was just after 1pm so I'm sure this was during her lunch time. Thank you so much Taryn!!! Metrofibre, you truly have a gem of a staff member where Taryn is concerned!!!!!

I opened a MetroFibre account in 2022 under one of our small businesses. We have since emigrated and are closing that entity. We also own the second small business that now manages the property, and all we need to do is transfer the existing fibre service from one registered entity to another.
There is no relocation, no infrastructure change, no upgrade, and no new installation required. The fibre line is already installed, active, and configured as a business account.
However, MetroFibre insists that we reapply as an SMME — even though the current contract is already under an SMME.
Here is what this means in practice:
I compared the pricing of our current 25Mbps uncapped service:
• Under the residential FTTH structure, the identical 25Mbps uncapped service is billed at R599 (incl. VAT).
• Under the SMME structure, the same 25Mbps uncapped service is billed at R849 (incl. VAT).
This represents a 42% increase for the same speed, same data allocation, and the same physical infrastructure.
In addition, the SMME application reflects:
• Installation fee: R1,725
• Activation fee: R575
• Total upfront cost: R2,300
There is no physical installation required. The line is already live and configured as a business service. We are not relocating premises, upgrading infrastructure, or requesting additional services. We are simply transferring the existing service between two businesses that we own due to emigration and company closure.
In practical terms, this reclassification results in:
• R250 more per month (R3,000 per year)
• Approximately R1,800 additional upfront cost compared to the residential structure
• A first-year cost difference of roughly R4,800
• Increased early termination exposure
There is no indication of enhanced service levels, SLA guarantees, prioritisation, or technical differentiation to justify this pricing structure.
This approach appears to unfairly disadvantage small businesses — particularly where no additional infrastructure, risk, or service burden arises for MetroFibre.
In addition, our experience with MetroFibre’s support over the years has been consistently poor, which has further influenced our decision to cancel.
It is deeply disappointing that small businesses in South Africa - the very lifeblood of our economy and critical to job creation - are treated in this manner. Instead of being supported or incentivised to thrive, they are penalised with arbitrary pricing differentials. That is an indictment on how small enterprises are valued.
As small business owners, we have chosen to move our business elsewhere. The savings from cancelling our MetroFibre contract will instead be redirected toward supporting our staff.
Do better MetroFibre!

The absolute worst service in the country!!! One week as a new customer and they have proven how incompetent, pathetic and unprofessional they really are. I've been without internet since last week and metrofibre has done absolutely NOTHING!!!!!!!

This is now my 4 month with connection issues, I use Cool Ideas as my ISP and Metro fibre the line owner. The connection is very unstable and every time Cool Ideas say that a technician from Metro fibre will come out which never happens. Do not use either of them, useless!

Awful service, after being with them for 9 years, I forget to pay ONLY this month and they immediately suspend the service, no email no reminder and after immediate payment they claim the payment is not reflected????? I must wait 2 BUSINESS DAYS, no thank you metrofiber I'm moving to afrihost, much better service.

The Worst experience ever , I believe they deserve a crown for their Poor Service, You will send 100 POP they will still request it again, then suspend your wifi , maybe 3 Times a Month , Finance Department or the system is definitely failing this organization, I wouldn't recommend to anyone, I was using Rain, it was fine , but then I moved to a new place , Rain didn't have coverage. Someone recommended but I didn't know that they have a bad review , not I can attest to that ...I'm literally exhausted 😩 of explaining the same issue every month .

I lost MetroFibre connection to my home. It is not an area issue. For the past 3 days I have tried every method to connect with them. Finally someone called me back yesterday evening and advised that my issue is with the Maintenance Team. He said he will escalate it to the maintenance team again. Another day has passed and I am yet to receive a call from them. Beyond unacceptable! #118920
Time to change service providers!

I have moved properties and have informed Metrofibre on the 2/01/2026 via telephone call, on 3/01/2026 I reached out on email as per instruction and on the 5/01/2026 I emailed, logged two tickets and called and spend 45 minutes on unanswered calls, how can I get assis

We've been struggling for 2 days to get Metrofibre to sent out a technician.
Our wifi has been down for 2 days now.
They keep telling us to reboot the router etc. and its just not working. I need the wifi for work tomorrow

Extremely Disappointed with Metrofibre. Misleading Website & Unhelpful Sales Process.

I went to the Metrofibre website (metrofibre.co.za) and used the “check availability” feature. I selected Metrofibre as the provider and clearly saw a promotion offering three months at half price if I signed up via debit order. I clicked “Apply” directly from that promotional page.

The very next day I got a call from sales, we went through all the usual pre-checks and contract discussions, suddenly, because I didn’t specifically mention the promotion during the call, it’s apparently my fault and I no longer qualify for it. How does that make sense?

If a customer applies via the promotional link, why should they have to verbally request the promotion during the phone call? That’s terrible design and poor customer experience. At this point your website should honestly have two buttons:

Apply normally with zero promotions
Apply for the promotion you actually clicked on

To make matters worse, your sales team gave no explanation whatsoever. I've received an email with a sign up sheet on the 10th of this month from one of your agents and suddenly the promotional pricing appears there on a sign up sheet with no context or explanation - This inconsistency is exactly the problem.

On top of all this: you bill in advance. I’ve been without internet for 10 days while waiting for Metrofibre to sort out this mess and I’m still expected to pay full price for the month?

What’s even more frustrating is that I previously signed up with Metrofibre for a gigabit line and the first three months WERE half price because I clicked apply on the promotion and everything happened smoothly. So why is the process such a mess this time around?

This entire experience has been disappointing and unnecessarily complicated.
Metrofibre needs to fix their website and stop blaming customers for the system’s shortcomings

I genuinely expected better.

We signed up with a contracter called Supersonic to the metro network on August the 3rd. Paid over a deposit and waited for our internet. On the 16th of August we contacted Metrofibre directly, they told us that Supersonic never creared a request for the activation of the service and then Supersonic said they will send us that same Thursday a router with the couriers. Friday morning came and no Supersonic Router. The couriers never picked it up. Ok then metrofibre klerksdorp said they will arrange a router, take the account from Supersonic and have our internet connected the Saturday. We were happy. Saturday came, Saturday went. No internet. Monday the techs will come early to install this router. Please note the complex where we stay already have metrofibre equipment. Just needed a router to activate. No they didn't arrive early. They came around 4 o'clock. Ok at least we have internet. But we were having issues with latency, lag, low speeds etc. This went on until the 17th of September when we upgraded from our 350 meg line to a 1tb down and 500meg up line. This was a mistake. Every 20 minutes ourline will reset. They sent a technitian and he replaced the router. But we still had lhigh latency, low speeds, internet crashing out. Another technitian came out and replace the white box for a black box, replaced the router again. Said something is wrong with the electricity. This was either on the 30th of September or 1st of October. Ok. Now the nightmare started. Screen tearing, lagging, high latency and low speeds persisted. However now we have only between 70mb and 90 mbps upload and down load speeds. A new spanner flew into the works. The power tripped and our line was off. They had to reset the system on the 1st of October. On the 2nd of October we screen tearing, low speeds, high latency and I got told to unplug the beacon to reset the system and the internet is of until today the 7th of October. Here we go with their BS. Supersonic remember those useless POS, they never released the line. Yesterday only the 6th of October they released the line. Hold on it gets better. The *********** people, including management, branch managers at Klerksdorp and engineers could not get our line transferred or activated in 7 days. Yesterday Tertia said we must check the line will now go through the process and be activated during the night. Funny thing again it is not on. In the mean time I cannot stream, but hey these clowns are doing us consumers a favour. Metrofibre get this line sorted out. We are in a complex where cannot go back to our previous isp. If you are not capable to fix this issue let us know. Dont tell us you are escalating and investigating when it is incompetence that created the problem. But I will not hold my breath about this issue being resolved this week.
Ok this is still the 7th and now we have an update. The manager in Klersdorp cannot assist us anymore. It has to go through head office. Apperently because I am unhappy about not having internet, metrofibre now wants to cancel my contract. I dont give a damn if they cancel it. The fact of the matter is it is 6 days now since we last had internet. And by the looks of these reviews, it is common theme. I was told yesterday everything was sorted out and we should check during the night, our services will be activated. They got the line from supersonic, they rewhatever it is the line and it was in the que. This morning we again have no internet. My goodness. I need to stream to earn a living. But metrofibre cannot even give me access to a line. I even ask if it was possible that while they are trying to sort out the admin, if they cannot activate the line. Apperently they cant.
Last update: We have just cancelled. Avoid this company. These reviews are all true.
Final update: MetroFibre came out and fixed the problem. We are happy with the aftersales service we have received in recent days.

The worst Fibre provider
Was with Real Boradband Solutions for around 7yrs and MetroFibre took over, wow is all I can say. Inefficient, rude, terrible communication, just a mess so I’m canceling, I’ve never dealt with nonsense like this. The debit your account on days you didn’t approve or sign for, nope I’m good thanks 👋🏾

I cancelled my fibre service back in July 2024. At that time, all payments were made in full and the device was collected as per procedure. Everything was settled. Fast forward to 23 April 2025, and I receive a completely out-of-the-blue notification informing me that I’ve been handed over for supposed non-payment.

Naturally, I reached out for clarification — only to be met with complete silence for over three days. When I finally heard back, I was told to contact the collections department, who then provided me with an incorrect email address. At no point has anyone provided me with the details I requested:

Where exactly is this alleged outstanding balance?

When was I contacted about it?

What proof do you have that I was even informed of this before being handed over?

Not one of these questions has been answered. And yet, I can produce a complete paper trail — emails, live chat transcripts, proof of payment — showing that I fulfilled all obligations and acted in good faith.

The level of service I experienced while being a customer was already disappointing. What I’m experiencing now is nothing short of appalling. Your team’s lack of accountability, disregard for customer communication, and sheer negligence in handling this matter is disgraceful.

I expect this issue to be resolved immediately, with written confirmation that the handover has been retracted, and a formal apology issued for this gross mishandling of my account.

If you are a remote worker don't use MetroFibre
They have too many outages...you will not have an uninterrupted month, EVER! Last week I had an outage that only affected me and this week again they have another one that affected my entire neighborhood. I will be changing service providers. March I won't be with them anymore.

And forget about them providing you with data, airtime or a credit note. They are a nightmare for remote workers.

1/5 - Extremely Disappointing Experience with Metro Fibre customer care and Metro Fibre Jeffrey's Bay
( The receptionist at Metro Fibre Jeffreys bay is lovely and this is not a reflection on her)

I've been left frustrated and disappointed with the service from Metro Fibre . Despite waiting two weeks, I'm still awaiting a technician to resolve my connectivity issue, leaving me without WiFi for an unacceptable amount of time.

The customer care experience has been abysmal. Support has been unresponsive, and the Jeffreys Bay area manager failed to follow up on my queries. When attempting to seek assistance via WhatsApp, I encountered unhelpful representatives who seemed unfamiliar with the routes and unable to provide meaningful solutions.

The lack of customer satisfaction is staggering. As a paying customer, it's disheartening to feel ignored and undervalued. Metro Fibre needs significant improvement in their customer service and technical support. If you look at their other reviews in Google you'll see that I'm not the only customer experiencing the poor service.

*Key Issues:*

- Excessive wait times (2 weeks) for technician visit
- Unresponsive support team
- Area manager's lack of follow-up
- Prolonged WiFi outage (2 weeks)
- Poor customer care on WhatsApp
- Inadequate training for online support staff
- Overall lack of customer satisfaction

Until Metro Fibre addresses these systemic issues, I would caution potential customers to explore alternative providers.
Until significant changes are made, I regretfully cannot recommend Metro Fibre