Extremely Poor Customer Service and Billing Transparency

If there were 0 stars, I would rate them nothing. My main issue started last year when my monthly fee was increased without any communication or consent. I continued paying my usual amount for months, only to later discover that the difference had accumulated into a large outstanding balance. I logged a support ticket and asked MetroFibre to provide proof of when the price increase was communicated and when I agreed to the new terms, but I never received any response or documentation.

Despite this, I continued paying because I needed internet access. However, the service quality has been extremely poor. The internet connection is unreliable and often performs far below expectations.

What is even more frustrating is the lack of customer support. For the past four months, I have tried repeatedly to contact MetroFibre. Every call leads to automated messages, and I have never been able to speak to a consultant who can properly explain the billing issue.

I also downloaded the MetroFibre app, hoping to resolve the problem, but my tickets keep getting marked as “resolved” without anyone actually contacting me or fixing the issue. At the same time, I continue receiving daily automated messages threatening service cancellation due to the alleged outstanding balance. Another concern is that I was billed for periods when the service was already suspended, which does not make sense if the billing is supposed to be pro-rata.

At this point, I am extremely dissatisfied with both the service quality and the complete lack of support. I would like to terminate my contract immediately, as there are many other fibre providers available who value their customers.

I strongly urge MetroFibre to improve its communication, billing transparency, and customer support, because my experience over the past year has been unacceptable.