TL
Thetebudi L
1 reviews | Active since Dec 2022
09 Dec 2025, 20:43
Metrofibre 1000 Mb line delivering 3–6 Mb/s, no urgency to fix (Tickets #*** / #***)
I have a 1000 Mb/s Metrofibre FTTH line in Monavoni, Centurion. Since 8/12/2025, my line has been effectively unusable: download speeds between 3–6 Mb/s, sometimes lower, with degraded upload as well.
I work from home and rely on this line for my job. I have tested on wired Ethernet, multiple devices, no VPN, no streaming, and multiple independent speed-test sites (Bing, MyBroadband, etc.). All show the same results.
I logged Ticket #*** and later #***, supp**** screenshots, and specifically requested NOC escalation and a full port/line rebuild. So far I’ve received only generic emails saying my query is “important” and “under review”, but no concrete action, ETA or acknowledgement that this is a serious service failure (less than 1% of the advertised speed).
I am paying for a 1000 Mb/s service that is not fit for purpose, and Metrofibre’s response so far is not acceptable. I would like: – urgent escalation to a senior network engineer; – restoration of my line to reasonable performance; and – clarity on what SLA / compensation applies when a 1000 Mb line runs at 3–6 Mb/s for days.
Tickets: #*** and #***. Screenshots and email trail available on request.
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Replies (5)TL
Thetebudi L's updateReviewer Update
10 Dec 2025, 23:12Title: 1000Mb line performing like dial-up – MetroFibre closes tickets, threatens call-out fees
I pay for a 1000Mb MetroFibre line. For days now I’ve been getting between 1–7Mb download and about 2–4Mb upload – that’s less than 1% of what I’m paying for. My smart TV regularly shows “No Internet”, and I work from home, so this is not a luxury – it’s my livelihood.
I’ve done all the tests MetroFibre always blames the customer for:
- Wired Ethernet, not Wi-Fi
- Multiple devices
- VPN and work security disabled
- Multiple speed-test sites (Speedtest, MyBroadband, Bing) – all showing the same terrible speeds
MetroFibre’s response?
They send me an internal “all OK” ONT report, tell me the issue is “resolved”, close the ticket, and then email me to say they can send a technician – but if THEY decide it’s “my home network”, they’ll charge me R650+ for the visit. They are happy to bill for a gigabit line, happy to bill for a call-out, but not able to deliver more than single-digit Mbps.
They send me an internal “all OK” ONT report, tell me the issue is “resolved”, close the ticket, and then email me to say they can send a technician – but if THEY decide it’s “my home network”, they’ll charge me R650+ for the visit. They are happy to bill for a gigabit line, happy to bill for a call-out, but not able to deliver more than single-digit Mbps.
This is not a minor glitch; it’s a service failure. Closing tickets while the line is still crawling, and then hiding behind “we can’t see a problem on our side” is exactly why I am escalating this to ICASA and the National Consumer Commission with all my speed tests and email trails.
If you’re considering MetroFibre, be aware: when things break, you may get 1–7Mb on a 1000Mb line, a closed ticket, and a threat of extra charges – instead of a proper fix.
TL
Thetebudi L's update10 Dec 2025, 23:12
Reviewer Update
Title: 1000Mb line performing like dial-up – MetroFibre closes tickets, threatens call-out fees
I pay for a 1000Mb MetroFibre line. For days now I’ve been getting between 1–7Mb download and about 2–4Mb upload – that’s less than 1% of what I’m paying for. My smart TV regularly shows “No Internet”, and I work from home, so this is not a luxury – it’s my livelihood.
I’ve done all the tests MetroFibre always blames the customer for:
- Wired Ethernet, not Wi-Fi
- Multiple devices
- VPN and work security disabled
- Multiple speed-test sites (Speedtest, MyBroadband, Bing) – all showing the same terrible speeds
MetroFibre’s response?
They send me an internal “all OK” ONT report, tell me the issue is “resolved”, close the ticket, and then email me to say they can send a technician – but if THEY decide it’s “my home network”, they’ll charge me R650+ for the visit. They are happy to bill for a gigabit line, happy to bill for a call-out, but not able to deliver more than single-digit Mbps.
They send me an internal “all OK” ONT report, tell me the issue is “resolved”, close the ticket, and then email me to say they can send a technician – but if THEY decide it’s “my home network”, they’ll charge me R650+ for the visit. They are happy to bill for a gigabit line, happy to bill for a call-out, but not able to deliver more than single-digit Mbps.
This is not a minor glitch; it’s a service failure. Closing tickets while the line is still crawling, and then hiding behind “we can’t see a problem on our side” is exactly why I am escalating this to ICASA and the National Consumer Commission with all my speed tests and email trails.
If you’re considering MetroFibre, be aware: when things break, you may get 1–7Mb on a 1000Mb line, a closed ticket, and a threat of extra charges – instead of a proper fix.
MetroFibre Networx's replyOfficial
11 Dec 2025, 08:22 Thank you for the speed test. Your ticket has been escalated to our technical team, and they are currently working on it.
MetroFibre Networx's reply11 Dec 2025, 08:22
Official
Thank you for the speed test. Your ticket has been escalated to our technical team, and they are currently working on it.
TL
This morning I finally got a call from a MetroFibre technician, Reatlegile. After almost an hour of troubleshooting, we discovered something shocking:
Thetebudi L's updateReviewer Update
11 Dec 2025, 16:25MetroFibre cut my line after discovering they’ve been using the WRONG ADDRESS
This morning I finally got a call from a MetroFibre technician, Reatlegile. After almost an hour of troubleshooting, we discovered something shocking:
👉 MetroFibre has my unit recorded as 39 instead of 11.
👉 She actually told me that according to their system, the unit I live in is “not even supposed to have internet.”
👉 She’s apparently been troubleshooting with someone else, not me, because the tickets were mixed up.
👉 She actually told me that according to their system, the unit I live in is “not even supposed to have internet.”
👉 She’s apparently been troubleshooting with someone else, not me, because the tickets were mixed up.
When I asked how long it would take to fix, she couldn’t give me a straight answer – only that she would “escalate to her manager and the relevant department” to change the address.
What happened next?
Our line was switched OFF. Completely.
From that point until end of business, we had no internet at all and could not work. We’ve emailed MetroFibre support and Reatlegile multiple times – no feedback, no ETA, no accountability.
Our line was switched OFF. Completely.
From that point until end of business, we had no internet at all and could not work. We’ve emailed MetroFibre support and Reatlegile multiple times – no feedback, no ETA, no accountability.
So to summarise MetroFibre’s “service” so far:
- They billed me for a 1000Mb line that’s been performing like 1–7Mb.
- They closed tickets claiming the issue was resolved when it wasn’t.
- Now we find out they’ve had the WRONG UNIT NUMBER all along.
- Their “fix” so far has been to switch my line off and then go quiet.
This is beyond a slow line – it’s *********** provisioning and terrible communication that directly impacts my ability to work from home.
I am escalating this to ICASA and the National Consumer Commission with all ticket numbers, speed tests and now the address mix-up and disconnection.
MetroFibre: please stop sending generic emails and restore my service TODAY, with a written explanation and compensation for this mess.
TL
Thetebudi L's update11 Dec 2025, 16:25
Reviewer Update
MetroFibre cut my line after discovering they’ve been using the WRONG ADDRESS
This morning I finally got a call from a MetroFibre technician, Reatlegile. After almost an hour of troubleshooting, we discovered something shocking:
👉 MetroFibre has my unit recorded as 39 instead of 11.
👉 She actually told me that according to their system, the unit I live in is “not even supposed to have internet.”
👉 She’s apparently been troubleshooting with someone else, not me, because the tickets were mixed up.
👉 She actually told me that according to their system, the unit I live in is “not even supposed to have internet.”
👉 She’s apparently been troubleshooting with someone else, not me, because the tickets were mixed up.
When I asked how long it would take to fix, she couldn’t give me a straight answer – only that she would “escalate to her manager and the relevant department” to change the address.
What happened next?
Our line was switched OFF. Completely.
From that point until end of business, we had no internet at all and could not work. We’ve emailed MetroFibre support and Reatlegile multiple times – no feedback, no ETA, no accountability.
Our line was switched OFF. Completely.
From that point until end of business, we had no internet at all and could not work. We’ve emailed MetroFibre support and Reatlegile multiple times – no feedback, no ETA, no accountability.
So to summarise MetroFibre’s “service” so far:
- They billed me for a 1000Mb line that’s been performing like 1–7Mb.
- They closed tickets claiming the issue was resolved when it wasn’t.
- Now we find out they’ve had the WRONG UNIT NUMBER all along.
- Their “fix” so far has been to switch my line off and then go quiet.
This is beyond a slow line – it’s *********** provisioning and terrible communication that directly impacts my ability to work from home.
I am escalating this to ICASA and the National Consumer Commission with all ticket numbers, speed tests and now the address mix-up and disconnection.
MetroFibre: please stop sending generic emails and restore my service TODAY, with a written explanation and compensation for this mess.
TL
Thetebudi L's updateReviewer Update
11 Dec 2025, 19:54UPDATE (19:43): No internet at all after MetroFibre discovers their own address mistake
After days of a 1000Mb line crawling at 1–7Mb, a MetroFibre technician (Reatlegile) finally called me this morning.
During that call we discovered that MetroFibre has been using the WRONG UNIT NUMBER for my service – their system shows unit 39 instead of 11. She even said that according to their records the unit I actually live in is “not even supposed to have internet”, and she seems to have been troubleshooting with someone else all along because the tickets were mixed up.
I asked how long it would take to fix. She said she would escalate to her manager and the relevant department to change the address.
What happened next?
My line was SWITCHED OFF completely and has stayed off the entire afternoon and evening. No internet. No work. No streaming. No update.
We have emailed MetroFibre support and the technician several times today. There has been ZERO response, ZERO ETA, and ZERO accountability.
So at this point MetroFibre has:
• Provisioned my service against the wrong unit number.
• Spent days chasing the wrong line while my “1000Mb” service ran at dial-up speeds.
• Switched my line off after discovering their mistake.
• Gone silent – no communication, no fix, no ETA.
This is not just poor service, it’s negligent provisioning and terrible customer communication that directly affects my ability to work from home.
I am now escalating formally to ICASA and the National Consumer Commission with all the tickets, emails, speed tests and the address mix-up/disconnection. MetroFibre needs to restore my service immediately, fix their records properly, and compensate for the days of unusable service and today’s total outage.
After days of a 1000Mb line crawling at 1–7Mb, a MetroFibre technician (Reatlegile) finally called me this morning.
During that call we discovered that MetroFibre has been using the WRONG UNIT NUMBER for my service – their system shows unit 39 instead of 11. She even said that according to their records the unit I actually live in is “not even supposed to have internet”, and she seems to have been troubleshooting with someone else all along because the tickets were mixed up.
I asked how long it would take to fix. She said she would escalate to her manager and the relevant department to change the address.
What happened next?
My line was SWITCHED OFF completely and has stayed off the entire afternoon and evening. No internet. No work. No streaming. No update.
We have emailed MetroFibre support and the technician several times today. There has been ZERO response, ZERO ETA, and ZERO accountability.
So at this point MetroFibre has:
• Provisioned my service against the wrong unit number.
• Spent days chasing the wrong line while my “1000Mb” service ran at dial-up speeds.
• Switched my line off after discovering their mistake.
• Gone silent – no communication, no fix, no ETA.
This is not just poor service, it’s negligent provisioning and terrible customer communication that directly affects my ability to work from home.
I am now escalating formally to ICASA and the National Consumer Commission with all the tickets, emails, speed tests and the address mix-up/disconnection. MetroFibre needs to restore my service immediately, fix their records properly, and compensate for the days of unusable service and today’s total outage.
TL
Thetebudi L's update11 Dec 2025, 19:54
Reviewer Update
UPDATE (19:43): No internet at all after MetroFibre discovers their own address mistake
After days of a 1000Mb line crawling at 1–7Mb, a MetroFibre technician (Reatlegile) finally called me this morning.
During that call we discovered that MetroFibre has been using the WRONG UNIT NUMBER for my service – their system shows unit 39 instead of 11. She even said that according to their records the unit I actually live in is “not even supposed to have internet”, and she seems to have been troubleshooting with someone else all along because the tickets were mixed up.
I asked how long it would take to fix. She said she would escalate to her manager and the relevant department to change the address.
What happened next?
My line was SWITCHED OFF completely and has stayed off the entire afternoon and evening. No internet. No work. No streaming. No update.
We have emailed MetroFibre support and the technician several times today. There has been ZERO response, ZERO ETA, and ZERO accountability.
So at this point MetroFibre has:
• Provisioned my service against the wrong unit number.
• Spent days chasing the wrong line while my “1000Mb” service ran at dial-up speeds.
• Switched my line off after discovering their mistake.
• Gone silent – no communication, no fix, no ETA.
This is not just poor service, it’s negligent provisioning and terrible customer communication that directly affects my ability to work from home.
I am now escalating formally to ICASA and the National Consumer Commission with all the tickets, emails, speed tests and the address mix-up/disconnection. MetroFibre needs to restore my service immediately, fix their records properly, and compensate for the days of unusable service and today’s total outage.
After days of a 1000Mb line crawling at 1–7Mb, a MetroFibre technician (Reatlegile) finally called me this morning.
During that call we discovered that MetroFibre has been using the WRONG UNIT NUMBER for my service – their system shows unit 39 instead of 11. She even said that according to their records the unit I actually live in is “not even supposed to have internet”, and she seems to have been troubleshooting with someone else all along because the tickets were mixed up.
I asked how long it would take to fix. She said she would escalate to her manager and the relevant department to change the address.
What happened next?
My line was SWITCHED OFF completely and has stayed off the entire afternoon and evening. No internet. No work. No streaming. No update.
We have emailed MetroFibre support and the technician several times today. There has been ZERO response, ZERO ETA, and ZERO accountability.
So at this point MetroFibre has:
• Provisioned my service against the wrong unit number.
• Spent days chasing the wrong line while my “1000Mb” service ran at dial-up speeds.
• Switched my line off after discovering their mistake.
• Gone silent – no communication, no fix, no ETA.
This is not just poor service, it’s negligent provisioning and terrible customer communication that directly affects my ability to work from home.
I am now escalating formally to ICASA and the National Consumer Commission with all the tickets, emails, speed tests and the address mix-up/disconnection. MetroFibre needs to restore my service immediately, fix their records properly, and compensate for the days of unusable service and today’s total outage.
TL
Thetebudi L's updateReviewer Update
11 Dec 2025, 20:21TL
Thetebudi L's update11 Dec 2025, 20:21
Reviewer Update