DP
Danie P
1 reviews | Active since Jul 2012
12 May 2025, 15:15
Frustrating options for downgrade
Frustratingly difficult to change line speed for a month to month service. Metrofibre at the end of April announces a price increase on the 250/250mbps line of R150. (17.66% increase, nice inflation related increase). Notes that you have the option to adjust your package,
I enquired on their whatsapp line, and the only downgrade available to me is to drop to a 75mbps line for R799. (this a 1/3rd of my current speed). Their website advertises a 150mbps option (R799), but apparently this is not available to existing customers. This is non-sensical. I do not want to shift providers, but this is forcing my hand, and i am trying to use this forum to escalate the matter, as i have had a good relationship with the company up to now.
Any feedback or response would be appreciated
Helpful (0)
Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
12 May 2025, 15:29Dear Danie
Thank you for reaching out and for sharing your concerns with us.
We sincerely understand your frustration and regret any inconvenience you've experienced. Please be assured that your feedback has been taken seriously. We have escalated your query to our Retentions team, who are best equipped to assist with your request and provide further clarity on available package options.
A representative from the team will be in contact with you to work towards a resolution. We value your continued support and hope to restore your confidence in our service.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and for sharing your concerns with us.
We sincerely understand your frustration and regret any inconvenience you've experienced. Please be assured that your feedback has been taken seriously. We have escalated your query to our Retentions team, who are best equipped to assist with your request and provide further clarity on available package options.
A representative from the team will be in contact with you to work towards a resolution. We value your continued support and hope to restore your confidence in our service.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply12 May 2025, 15:29
Official
Dear Danie
Thank you for reaching out and for sharing your concerns with us.
We sincerely understand your frustration and regret any inconvenience you've experienced. Please be assured that your feedback has been taken seriously. We have escalated your query to our Retentions team, who are best equipped to assist with your request and provide further clarity on available package options.
A representative from the team will be in contact with you to work towards a resolution. We value your continued support and hope to restore your confidence in our service.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for reaching out and for sharing your concerns with us.
We sincerely understand your frustration and regret any inconvenience you've experienced. Please be assured that your feedback has been taken seriously. We have escalated your query to our Retentions team, who are best equipped to assist with your request and provide further clarity on available package options.
A representative from the team will be in contact with you to work towards a resolution. We value your continued support and hope to restore your confidence in our service.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
DP
Danie P's updateReviewer Update
16 May 2025, 11:49Dear Siboniso,
I wish to note that up to date i have received no communications, calls, mails, or anything to follow up on this matter.
Regards
I wish to note that up to date i have received no communications, calls, mails, or anything to follow up on this matter.
Regards
DP
Danie P's update16 May 2025, 11:49
Reviewer Update
Dear Siboniso,
I wish to note that up to date i have received no communications, calls, mails, or anything to follow up on this matter.
Regards
I wish to note that up to date i have received no communications, calls, mails, or anything to follow up on this matter.
Regards
MetroFibre Networx's replyOfficial
16 May 2025, 12:06Good day Danie
Thank you for bringing this to our attention.
It is concerning to learn that, up to this point, you have not received any communication—whether via phone, email, or other means—regarding this matter. This is not the level of service we strive to uphold.
Your feedback has been noted, and immediate steps are being taken to review and address the situation. You can expect an update from us shortly.
We appreciate your patience and the opportunity to resolve this.
Kind regards,
Koketso
MetroFibre Support Team
Thank you for bringing this to our attention.
It is concerning to learn that, up to this point, you have not received any communication—whether via phone, email, or other means—regarding this matter. This is not the level of service we strive to uphold.
Your feedback has been noted, and immediate steps are being taken to review and address the situation. You can expect an update from us shortly.
We appreciate your patience and the opportunity to resolve this.
Kind regards,
Koketso
MetroFibre Support Team
MetroFibre Networx's reply16 May 2025, 12:06
Official
Good day Danie
Thank you for bringing this to our attention.
It is concerning to learn that, up to this point, you have not received any communication—whether via phone, email, or other means—regarding this matter. This is not the level of service we strive to uphold.
Your feedback has been noted, and immediate steps are being taken to review and address the situation. You can expect an update from us shortly.
We appreciate your patience and the opportunity to resolve this.
Kind regards,
Koketso
MetroFibre Support Team
Thank you for bringing this to our attention.
It is concerning to learn that, up to this point, you have not received any communication—whether via phone, email, or other means—regarding this matter. This is not the level of service we strive to uphold.
Your feedback has been noted, and immediate steps are being taken to review and address the situation. You can expect an update from us shortly.
We appreciate your patience and the opportunity to resolve this.
Kind regards,
Koketso
MetroFibre Support Team
DP
Danie P's updateReviewer Update
16 May 2025, 13:02feedback received moments after escalating, but with a very dismissive response. Just posting this for public information and to warn fellow consumers before committing.
This is the response from metro fibre:
"Please be advised that the downgrade package currently offered to existing clients are the 75Mbps downwards. At this stage, this is the only downgrade available under our standard offering for existing customers. "
So despite offering a 150mbps package which is a comparable and workable speed, and myself being on a 250mbps package (R849 p./m), i am only allowed to downgrade to 75mbps (R799 p/m) which is a less than 1/3rd of my current option, or 25mbps (R559p/m).
this is nothing more than a bullying tactics to force us to accept the 17% increase in price (R999 per month).
I will be considering my options, but this is absolutely shocking
This is the response from metro fibre:
"Please be advised that the downgrade package currently offered to existing clients are the 75Mbps downwards. At this stage, this is the only downgrade available under our standard offering for existing customers. "
So despite offering a 150mbps package which is a comparable and workable speed, and myself being on a 250mbps package (R849 p./m), i am only allowed to downgrade to 75mbps (R799 p/m) which is a less than 1/3rd of my current option, or 25mbps (R559p/m).
this is nothing more than a bullying tactics to force us to accept the 17% increase in price (R999 per month).
I will be considering my options, but this is absolutely shocking
DP
Danie P's update16 May 2025, 13:02
Reviewer Update
feedback received moments after escalating, but with a very dismissive response. Just posting this for public information and to warn fellow consumers before committing.
This is the response from metro fibre:
"Please be advised that the downgrade package currently offered to existing clients are the 75Mbps downwards. At this stage, this is the only downgrade available under our standard offering for existing customers. "
So despite offering a 150mbps package which is a comparable and workable speed, and myself being on a 250mbps package (R849 p./m), i am only allowed to downgrade to 75mbps (R799 p/m) which is a less than 1/3rd of my current option, or 25mbps (R559p/m).
this is nothing more than a bullying tactics to force us to accept the 17% increase in price (R999 per month).
I will be considering my options, but this is absolutely shocking
This is the response from metro fibre:
"Please be advised that the downgrade package currently offered to existing clients are the 75Mbps downwards. At this stage, this is the only downgrade available under our standard offering for existing customers. "
So despite offering a 150mbps package which is a comparable and workable speed, and myself being on a 250mbps package (R849 p./m), i am only allowed to downgrade to 75mbps (R799 p/m) which is a less than 1/3rd of my current option, or 25mbps (R559p/m).
this is nothing more than a bullying tactics to force us to accept the 17% increase in price (R999 per month).
I will be considering my options, but this is absolutely shocking