metrofibre.co.za Reviews 

Good day

My issue is not resolved.

I've spent more money on airtime and minutes than the package I want costs.

Agents put the phone down or 3 agents say 3 different things and then the next 7 say they see the line is active but there's no connection. Today I had to send sick kids to school so I can go into office just to work so I can perform my service level agreements which I actually value.

I have never experienced such service before. Who will reimburse me or what compromise will be given?

At this point someone can just collect the router deactivate my profile and I'll go somewhere else. That is how I feel we used to be such happy metro clients but now I'm doubting. I get cut off because suddenly I'm rude? Am I not entitled at this point?

Attached is calls I've made on my device alone I had to use 2 other phones also. Not to mention emails I have attached done on my own data. As well as messages on the WhatsApp lines. I cleared the chat a fee times to hopefully get a response but nothing.

If I could give Metrofibre and this Hahn collections a zero rating... I was going to do just that. Their Thief-like way of operating in Business is just too much for me to take. I don't owe Metrofibre any money. I have a similar complaint as other reviews listed here. This Hahn Collections NEVER answer emails or phone calls. I am in the process of finding out where I can report this two poor excuse for businesses! They torture, harass People and what is the BEST... They work together to take or try take money (that People is now owing) from innocent People. On 22nd June I was lucky to talk to a Lady (a name that sounded like Sebu) from Metrofibre Complaints which listened to my whole complaint etc. She promised to sort it out and get back to me as she could see that Metrofibre wants to charge me money that I'm not owing. Any suggestions as to what one can do???? I work with a lot of Attorneys so I am going to liaise with them now. I'm actually so so angry with both this companies that I will take this to Newspapers, Carte Blanche, whoever is game to put this businesses on the big clock. Any Suggestions? One can't let this people get away with their nonsense!

they keep billing, paid almost 2000 rand in less than two months, and now another third bill of R549, otherwise they cut the service again, not all of us are wealthy, they are fast to get the deal done until you need assistance, some of us work on a budget, just to get a surprise on the second to pay another R549 and I am almost 2000 rand later.

Since last month May to this month June,I have been without network connection and I’ve sent emails, called only for the WiFi to work for a week or day and the account is paid up to date.. I have expressed my frustration because it’s exam season and I am writing from home so how am I expected to do such..

If I could give a negative rating I would. Everytime the power goes out, so does their service and getting it back up online... that's a mission and a half

My experience with this fibre company has been absolutely unacceptable. If I could give a minus 1 rating, I would. Payments are not being allocated correctly, causing unnecessary disruptions and frustration. Their contact centre is a disaster — customers are left holding for over 25 minutes with little to no assistance. Emails are ignored, and there is a complete lack of communication and accountability.

The level of customer service is shocking, and the inefficiency has cost me valuable time, stress, and inconvenience. A company providing essential services should have competent billing systems and responsive customer support, neither of which seem to exist here. Management seriously needs to address the failures within their finance and customer service departments.

I would not recommend this company to anyone until they improve their service delivery and customer support

DAY 5 WITHOUT INTERNET. DAY. FIVE.

NO EMAIL.
NO SMS.
NO PHONE CALL.
NO ACCOUNTABILITY.
NO SERVICE.

THE ONLY WAY TO GET ANY RESPONSE FROM AFRIHOST OR METROFIBRE IS TO SPEND HOURS ON WHATSAPP LOSING MY MIND LIKE A FULL-TIME JOB.

TODAY I SPENT OVER 3 HOURS “TROUBLESHOOTING” WITH SUPPORT, BASICALLY DOING YOUR TECHNICIAN’S JOB FOR FREE. I am a paying customer, not unpaid staff.

Yesterday I was promised a manager would call me. Nobody called.

Today I asked AGAIN for a manager and suddenly management is treated like some secret government witness protection programme that nobody can access.

Apparently I must diagnose fibre faults myself now? Fantastic. Please let me know when my technician salary starts since I’m clearly doing the work.

Meanwhile I’m expected to keep buying mobile data out of my own pocket because your service has completely failed and nobody cares enough to fix it.

Let me be very clear: if you even THINK you are charging me for these 5 days of zero service, you have lost your minds entirely.

SEND A TECHNICIAN.
MAKE A MANAGER CALL ME.
STOP HIDING.
FIX YOUR SERVICE.

This is beyond poor service—this is negligence.

Absolutely embarrassing for both Afrihost and MetroFibre.

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.