Extremely Disappointed with Metrofibre.

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.