Metrofibre Networx Ignoring Cancellation Since January & Holding My Vumatel Fibre Line Hostage

I am extremely frustrated with the complete lack of response and service from Metrofibre Networx regarding the cancellation of my Internet service.

Timeline:

On 18 January 2026, I submitted a written request to cancel my service. This request was ignored — no acknowledgement or response. Approximately one month later, I logged a support ticket, which was also ignored. March 10 I received a cancellation invoice containing disputed charges, which I was told to ignore the next day. I then received a cancellation invoice of R1001 which I've paid. Today, Metrofibre Networx continues to hold my fibre line on Vumatel, preventing me from moving to another ISP.

In terms of the Consumer Protection Act, my cancellation notice of 18 January 2026 is valid. Any delay in processing is entirely due to Metrofibre’s failures.

What I expect:

Immediate confirmation of cancellation effective 18 January 2026. Correction of any ******** billing beyond the cancellation date. Immediate release of the fibre line on Vumatel.

If this matter is not resolved urgently, it has been escalated to the Independent Communications Authority of South Africa (ICASA) and the National Consumer Commission.

This level of service is unacceptable and reflects poorly on Metrofibre's customer support and business practices.