1 reviews | Active since Nov 2025
MetroFibre Go – 1 Year of Billing Errors, No Communication & ******** Suspension
I have been struggling with MetroFibre Go for over a year due to their ongoing billing and payment allocation failures. Despite paying every month and providing Proof of Payment (POPs) multiple times, MetroFibre Go continues to misallocate my payments and then penalise me for their internal accounting problems.
During their 2024 migration from MetroFibre Networks to MetroFibre Go, they changed banking details without properly notifying customers. Their invoices and downloadable statements contain no banking details at all, yet they expect customers to guess the correct account. This is the root cause of their payment allocation failures.
In November 2025, I received a suspension notice even though POPs were already submitted and the account was in dispute. I had to reconcile the account myself — literally pointing out where they had not allocated my payments. Instead of fixing their mistakes, MetroFibre Go suspended my service, which is unacceptable and goes against consumer protection guidelines.
I have been in constant communication, sending POPs again and again, yet their finance team still cannot provide a correct ledger or resolve the dispute. I’ve wasted hours trying to fix an issue caused entirely by their accounting practices.
Key issues:
Payments not allocated for over a year
Banking details changed without proper communication
Statements and invoices contain no banking details
Incorrect suspension notice on 13 November 2025
Service suspended while the billing dispute remains unresolved
Ongoing poor communication and contradictory responses
This level of service is unacceptable for any ISP. I am now escalating to ICASA, ISPA mediation, and consumer bodies, and I am seeking a full audit of my account and immediate reconnection.
Customers deserve transparency, correct billing, and proper communication — not suspension for errors MetroFibre created themselves.
MetroFibre Go — resolve this urgently, reconnect my service, and fix your billing system.
Thank you for reaching out and for taking the time to share your experience with us. We appreciate you bringing your billing concerns to our attention and for the opportunity to work with you to resolve this matter and ensure it is addressed to your satisfaction.
Your detailed feedback regarding payment allocation, communication during the migration process, and the suspension notice has been noted and escalated with the relevant teams. We are currently reviewing the information you have provided to ensure a full and accurate assessment of your account.
We will be in touch shortly with further feedback and to assist with the next steps.
Thank you for allowing us the opportunity to investigate and engage with you on this.
Best regards,
Marilize
MetroFibre Complaints & Escalations
Thank you for reaching out and for taking the time to share your experience with us. We appreciate you bringing your billing concerns to our attention and for the opportunity to work with you to resolve this matter and ensure it is addressed to your satisfaction.
Your detailed feedback regarding payment allocation, communication during the migration process, and the suspension notice has been noted and escalated with the relevant teams. We are currently reviewing the information you have provided to ensure a full and accurate assessment of your account.
We will be in touch shortly with further feedback and to assist with the next steps.
Thank you for allowing us the opportunity to investigate and engage with you on this.
Best regards,
Marilize
MetroFibre Complaints & Escalations