metrofibre.co.za Reviews 

My experience with MetroFibre has been an absolute disaster from start to finish. I signed up for their FTTH service under the premise that it was "uncapped and unshaped." However, I soon experienced severe international packet loss and snail-paced speeds (under 2Mbps) when connecting to specific international game servers and ports. To confirm the issue, I ran tests on a secondary Openserve line on the exact same PC and server—and the connection was flawless. The evidence clearly points to a severe MetroFibre routing or traffic-shaping issue on specific international traffic.

Instead of actually reading my detailed technical ticket—which included specific IPs, ports, and troubleshooting steps—first-line support (Jesicca Msiza) responded with irrelevant, copy-pasted nonsense. I was told to get my "IT team" to check IPSEC VPNs and CGNAT settings. Let me be clear: I am a residential user (I don't have an IT team), I am not behind CGNAT, and I don't use a VPN for these connections.

When I challenged this complete lack of technical competence and explicitly asked management to address whether their "uncapped and unshaped" claim actually holds true for these ports, my questions were completely ignored in writing. Support dragged their feet, closed tickets without resolution, and failed to have the NOC manager call me back as promised. Even formal emails sent to their complaints desk went entirely unacknowledged. To cap it all off, after a week of ghosting me, an agent had the audacity to mark my ticket as "resolved" while I was still pulling a dismal 1.9Mbps on a 100Mbps line.

If you expect technical competence, accountability, or a provider willing to address direct written questions about their network performance, stay far away from MetroFibre. I have cancelled my service and am escalating the matter further. Their complete failure to follow their own complaints procedure or address their advertising claims in writing is completely unacceptable.

Extremely disappointing service and absolutely no consistency in communication.

We have been paying our MetroFibre account via EFT on the 15th of every month, yet we consistently do not receive a full month of service. Our internet is repeatedly suspended around the 4th, despite payment having been made.

After raising this issue on HelloPeter previously, I was contacted by Zanele, who assisted with unblocking our system and advised me that she would be in contact with me regarding the matter. I followed up with her via email as requested, but I never received a response.

We then specifically requested that our payment date be moved to the 25th of each month and that the account be placed on debit order, to avoid exactly this type of situation happening again.

Our service was restored on Sunday. Today is Thursday, and our internet has already been suspended again. This is extremely frustrating and unacceptable.

At this point, we have paid for services that we have not received for the full period, and based on the repeated interruptions, it feels as though MetroFibre actually owes us service rather than the other way around.

The biggest issue is the lack of clear communication. We have made payments, followed the requested processes, contacted the relevant person, followed up via email, and even tried changing the payment arrangement — yet we are still back in the same position.

We need someone to properly investigate this account, explain exactly why the service keeps being suspended despite payment, correct the billing/payment allocation, and address the service we have already lost. Simply restoring the connection temporarily is not a solution.

They cancelled my account and cut my internet while my account with Vodacom was still active, without notifying me first. My area had downtime due to bad weather and network was off since Sunday, 5th September till reconnection on Thursday, 10th September. Issue was only resolved after 2 days of logging ticket. I had to call Vodacom to get process sorted. Metrofiber should be contacting and notifying customers about their account. It makes no sense why service providers must inquire for assistance for these matters. So I hope necessary processes will be implemented to eliminate such issues. Thanks.

UPDATE – 21 August 2026

A further update on my experience with MetroFibre's support.

On 6 August, I followed the AI call agent instructions and requested a callback, as it was the only option it would give me instead of allowing me to remain in the queue for a human agent.

It is now 21 August — 15 days later — and I have still received no callback.

I wasn't calling back because of another outage; I'm simply following up on the support experience described in my original review. If the system is going to insist that customers request a callback, that callback should actually happen.

This makes the original issue even more frustrating. The actual fibre service can be very good, but when you need support, the experience can be extremely inconsistent.

Original review:

My experience with MetroFibre has been quite mixed. When the service is working, it's generally excellent. I can go weeks or even months without any issues, but there are also periods where outages can become more frequent.

The biggest frustration is what happens when something does go wrong. Customer support can be excellent at times, but at other times it is incredibly difficult to get assistance.

During my previous outage, I tried calling support twice and waited around 10 minutes each time. The AI call agent then came back and tried to get me to request a callback. Once it does this, there doesn't seem to be a way to remain in the queue and wait for a human agent. It keeps asking for a callback number and eventually ends the call.

The AI system is particularly frustrating because it feels like it is preventing you from reaching an actual person rather than helping you do so.

Outage communication also needs improvement. I wasn't notified about that outage, despite apparently being in an area where other customers received outage notifications.

I don't expect an ISP to have zero outages, but I do expect good communication and reasonable access to support when there is a problem. MetroFibre's actual service can be very good, but the customer support experience is far too inconsistent.

Hopefully this is something MetroFibre can improve, because the underlying service is good enough that it deserves better customer support.

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 .