Bad customer service to a loyal paying customer "Metrofibre's words not mine"

I wish I could rate you a -5 star rating or a 0 for what it's worth. Cause that is the type of service I have received from you.

I received a call from one of your consults thanking me for being a loyal paying customer for almost 3 years. Wanting to upgrade me from my current 500mb line that time to a jaw dropping 1000mb line for a minimal additional fee. Obviously I don't need this kind of line speed but hey for that small amount extra. That night a came home excited about my new line speed, tested the line and realized that I'm only getting about between 4 and 10mb. This was unacceptable and I immediately contacted MetroFibre. The consultant told me it might be because they currently upgrading the line. She however reprovisioned the line. The line speed went up to about 200mb. Not even close to the current 500mb line I had not even mentioning the newly upgraded 1000mb line.

After dozens of calls from my side emails etc. Promises of countless consultants promising me to get my line resolved, nothing happened. They reply to you as the customer over the phone, sir I do understand your situation, I will personally get this sorted and give you feedback. But as expected, nothing. No wait I'm lying they do reply, a consultant rep**** by saying the following "We are not seeing an issue on the link, please have the client to test again using a CAT5e or CAT 6 LAN cable and check the PC spec". I then rep**** "I am not going to do the requested tests you insisted on with the CAT 5/6 cables. I am the client and if you require the tests with the specific cables or pc I suggest you send out a technician. I did the test on my Samsung A31, Samsung A33, Samsung S21, and my laptop with the same result". This went on for numerous emails. All I wanted was for a technician with the specific needed equipment to come to my house and do the needed testing. If everything was fine then sure I would've understand. But nothing. I decided not to pay that month. Why should I pay for something I'm not getting, well not even 10% of what should be getting before the upgrade. Miraculously the very same consultant insisting I should do the tests with equipment I don't own managed to send an email to their tech support requesting for a technician to come to my house to check the line. This technician being a contracter of MetroFibre "I'm not going to mention names for his safety" gave me the WOW service I was waiting for since April. He testing the line, installed a new router and boom the speed went up to above 500mb. He also confirmed that there is something wrong with the line speed as it is not getting the recommended 75% it should be getting. He responded by saying he will give feedback to MetroFibre about this and they will sort it out for me. I knew by my experience with tech support not getting back to me this is not going to be sorted, soon. He can only do so much being a contracter. I decided I will pay for the line even though this is not the package promised to me. Yes I do understand that doing a line test over wifi means I won't be getting the full 1000mb. Hence why I paid my account.

I received a statement that I should pay the outstanding amount. I them logged another ticket asking someone from finance to contact me "Good evening. I would like to have someone from Metrofibre call me in regards to my account. See attached my email sent to you. Only to receive the following message "Good day. Kindly direct all account related queries to ***. Truth behold my line was suspended. What a surprise, or not. A consult phoned me last week asking me why is my line suspended and if there is anything she can do to assist. I said to her I'm not going to yell or scream at her cause it's not her fault. I explained the whole situation and she advised me to send her the email correspondence which I did. She said she will come back to me the following day, which didn't happen. I emailed her for feedback and again she said she will come back to me. I'm canceling my subscription. This is not the way to treat LOYAL CUSTOMERS.