Good ISP, but could do with some improvement

I've been a Home-Connect customer for 5 years, and during that time I've had them as my ISP at 3 different locations (in Johannesburg). I'm about to move again so I'm in the process of cancelling my current connection with them. Here's my summary of their service and why I'm unlikely to use them as my ISP again...

First, the positives. My fibre connection with them has always been fairly stable. I've had different line-speed packages and for the most part, I'd say the speed is pretty consistent with what I've signed up for. There has been downtime sure, but it's usually resolved quickly. And I'll usually get an SMS informing me of any potential downtime in my area (even if it doesn't affect me directly).

Now, read the fine print. With my most recent connection, installation was free. In fact, I plugged in my existing router, signed up for a new package, and I was connected. Since I'm moving soon, I'd need to cancel my current connection at 11 months in, resulting in a steep R2000 penalty fee (to make up for the "free" installation that didn't require any effort on their part anyway). As a loyal customer of 5 years, I don't feel like this is great customer service, and to avoid the penalty fee I'd have to keep my connection for an extra month (that I won't use).

Communication with their support/customer team has been ok. Whenever I've called them directly, the interaction has always been positive and my issues resolved while I'm on the call. Communicating with them over email is a different story though, with strange responses that lack context or clear instructions.

I haven't used their mobile app much but the few times that I have, the experience was pretty terrible. The web portal is better, but still leaves much to be desired. The good news is that if your connection is stable and you don't have any problems, you're unlikely to spend much time using either of these tools.

In summary, my fibre with Home-Connect has been stable, fast and reliable. But their support tools and customer service could do with some improvement, not to mention annoying costs for re-connection or cancellations, even after years of being a customer.