AB
Antonio B
1 reviews | Active since Apr 2010
14 May 2026, 17:56
NO ANSWERS TO VERY SIMPLE QUESTIONS
Two weeks ago, I received a notification from MetroFibre that as from 1 June 2026, my monthly fibre subscription [40Mbps] will be increased by 14% to R569.00 per month. MetroFibre is both my service provider as well as the network provider for my area. On 5 May, I sent an email to both MetroFibre’s sales support as well as their accounts department, with the following questions: 1. What is your new price per month for a 30Mbps connection? I did not ask for the increased speeds. You increased the speeds "free of charge" without me requesting it. (1) 2. Why is the price on this site [for the 40Mbps] R519.00 instead of your new R569.00? (2) 3. How much notice do I need to give to cancel my connection with you? I received the usual automated response with “Ticket ***” but no answer to my questions.
I received no response so 3 days later I sent a reminder. No response.
I went to my client portal on MetroFibre’s web site and logged 2 tickets on 11/05/2026. Ticket *** logged for my message to finance. Ticket *** logged for my message to sales. No response.
I have just logged into my client portal [14/05/2026] on MetroFibre’s web site and have noted that both tickets *** as well as *** are marked “closed”. However, I have still not received an answer to my questions.
Ticket *** logged on 05/05/2026 is still open.
It is very frustrating being ignored by people who are happy to take your money each month but don’t have the decency to reply to queries.
NO IDEA WHAT ELSE TO DO TO GET ANSWERS TO MY QUESTIONS.
References: (1) I don’t need anything faster that 30Mbps for my needs. MetroFibre has increased my connection speed “for free” but we all know that there is nothing for free. (2) I attached an offer for fibre from another service provider also using the MetroFibre network. For new installations, most service providers discount the first 3 months. I was comparing “real” prices after the initial discounted months.
Helpful (0)
Replies (2)0
Replies (2)
MetroFibre Networx's replyOfficial
14 May 2026, 19:24Dear Antonio
Thank you for bringing this matter to our attention, and we sincerely apologise for the frustration and inconvenience experienced.
Please note that your tickets were not closed, but rather merged into the remaining open ticket in order to streamline the process and reduce any confusion by managing the query under a single reference.
We have also requested the relevant department to contact you directly and assist with your queries, including providing the necessary clarification on your questions.
We appreciate your patience while this matter is being attended to.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention, and we sincerely apologise for the frustration and inconvenience experienced.
Please note that your tickets were not closed, but rather merged into the remaining open ticket in order to streamline the process and reduce any confusion by managing the query under a single reference.
We have also requested the relevant department to contact you directly and assist with your queries, including providing the necessary clarification on your questions.
We appreciate your patience while this matter is being attended to.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
MetroFibre Networx's reply14 May 2026, 19:24
Official
Dear Antonio
Thank you for bringing this matter to our attention, and we sincerely apologise for the frustration and inconvenience experienced.
Please note that your tickets were not closed, but rather merged into the remaining open ticket in order to streamline the process and reduce any confusion by managing the query under a single reference.
We have also requested the relevant department to contact you directly and assist with your queries, including providing the necessary clarification on your questions.
We appreciate your patience while this matter is being attended to.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
Thank you for bringing this matter to our attention, and we sincerely apologise for the frustration and inconvenience experienced.
Please note that your tickets were not closed, but rather merged into the remaining open ticket in order to streamline the process and reduce any confusion by managing the query under a single reference.
We have also requested the relevant department to contact you directly and assist with your queries, including providing the necessary clarification on your questions.
We appreciate your patience while this matter is being attended to.
Kind Regards,
Siboniso
MetroFibre Complaints and Escalations
AB
Antonio B's updateReviewer Update
21 May 2026, 13:38Instead of answering my questions directly, MetroFibre Support sent me [on 18 May 2026] their terms and conditions, which is not exactly what I was looking for.
This is what I received::
"Thank you for your query.
Please refer to the below information regarding price increase for our backbook clients:
FTTH ISP (Direct) Price Increase Backbook 2025 – Customer Support FAQs
Effective 1 May 2026 as communicated
SECTION 1: PRICE CHANGES
Q1: Why is my fibre price going up?
This increase is part of our annual pricing review. With costs going up across the board, we’ve worked hard to keep the change as small and sensible as possible – while still delivering the fast, reliable fibre you rely on every day.
Q2: I received a message about my price increase – is that correct?
Yes.
The communication you received reflects the updated price that will apply to your package from 1 May 2026.
Q3: Is anything else changing on my package?
No.
Any speed updates have already been completed during March (if applicable – only applies to packages 100Mbps and under). From 1 May 2026, the only change is the nominal price increase.
SECTION 2: SERVICE AND USAGE
Q4: Will my internet be affected by this change?
No.
Your fibre service stays exactly the same – same speed, same reliability, same connection.
Q5: Do I need to do anything?
No action is required.
The new pricing will be app**** automatically from 1 May 2026.
SECTION 3: CHANGING PACKAGES
Q6: Can I move to a cheaper package?
You can request a package change to a lower option, where available (Note – customers cannot regrade to the 30Mbps service if they are on the MetroFibre Nexus network).
Our team can help you find a package that best fits your usage and budget.
Q7: Why can’t I move to a lower package?
The available packages depend on the network your area falls into, and there are a few limits in place:
• You can only choose from packages available in your area.
Q8: Why can’t I move to the 30Mbps package?
The 30Mbps package is designed as an entry-level option for new customers joining MetroFibre.
If you’re an existing customer, you won’t be able to move to this package.
Our team can help you find the closest available option that suits your needs.
SECTION 4: BILLING AND TIMING
Q9: When will the new price apply?
Your new price will take effect from 1 May 2026.
Q10: Will my billing date or payment date change?
No.
Your billing cycle and payment due date will remain the same.
SECTION 5: CUSTOMER CONCERNS AND PUSHBACK
Q11: Why did some customers get faster speeds but I didn’t?
Speed updates were app**** to certain packages, those 100Mbps and below, to better align with typical household usage. We want all of our customers to experience real fibre speed.
If your package wasn’t included, it means your current speed already aligns with a true high-speed fibre experience.
Q12: I can’t afford this increase – what can I do?
We understand - our team can help you review the available options and find a package that better suits your needs.
Q13: Why am I paying more for the same service?
This price increase forms part of our annual pricing review.
Considering ongoing economic pressure, we’ve worked to keep increases as measured as possible while continuing to deliver the reliable, high-quality connectivity you depend on.
Q14: I’m not happy with the annual price increase – what are my options?
We understand – price changes are never welcome. You’re always welcome to explore other available packages, and we’re happy to help you find an option that better fits your needs.
It may also help to know that the maximum increase across our fibre packages is R50 per month. For a full month of uncapped connectivity – whether you’re streaming, gaming, working from home or staying connected – we’ve worked hard to make sure it remains good value for money.
We understand – that can feel especially frustrating. If you’re already on the lowest package available in your area, there aren’t any lower priced fibre options we can downgrade you to unfortunately.
What we can reassure you of is that the maximum increase on any of our packages is R50 per month, and we’ve been careful to keep even our entry level packages as affordable as possible while continuing to deliver reliable, uncapped fibre.
We thank you for your understanding.
Kind Regards
MetroFibre Networx Team
This is what I received::
"Thank you for your query.
Please refer to the below information regarding price increase for our backbook clients:
FTTH ISP (Direct) Price Increase Backbook 2025 – Customer Support FAQs
Effective 1 May 2026 as communicated
SECTION 1: PRICE CHANGES
Q1: Why is my fibre price going up?
This increase is part of our annual pricing review. With costs going up across the board, we’ve worked hard to keep the change as small and sensible as possible – while still delivering the fast, reliable fibre you rely on every day.
Q2: I received a message about my price increase – is that correct?
Yes.
The communication you received reflects the updated price that will apply to your package from 1 May 2026.
Q3: Is anything else changing on my package?
No.
Any speed updates have already been completed during March (if applicable – only applies to packages 100Mbps and under). From 1 May 2026, the only change is the nominal price increase.
SECTION 2: SERVICE AND USAGE
Q4: Will my internet be affected by this change?
No.
Your fibre service stays exactly the same – same speed, same reliability, same connection.
Q5: Do I need to do anything?
No action is required.
The new pricing will be app**** automatically from 1 May 2026.
SECTION 3: CHANGING PACKAGES
Q6: Can I move to a cheaper package?
You can request a package change to a lower option, where available (Note – customers cannot regrade to the 30Mbps service if they are on the MetroFibre Nexus network).
Our team can help you find a package that best fits your usage and budget.
Q7: Why can’t I move to a lower package?
The available packages depend on the network your area falls into, and there are a few limits in place:
• You can only choose from packages available in your area.
Q8: Why can’t I move to the 30Mbps package?
The 30Mbps package is designed as an entry-level option for new customers joining MetroFibre.
If you’re an existing customer, you won’t be able to move to this package.
Our team can help you find the closest available option that suits your needs.
SECTION 4: BILLING AND TIMING
Q9: When will the new price apply?
Your new price will take effect from 1 May 2026.
Q10: Will my billing date or payment date change?
No.
Your billing cycle and payment due date will remain the same.
SECTION 5: CUSTOMER CONCERNS AND PUSHBACK
Q11: Why did some customers get faster speeds but I didn’t?
Speed updates were app**** to certain packages, those 100Mbps and below, to better align with typical household usage. We want all of our customers to experience real fibre speed.
If your package wasn’t included, it means your current speed already aligns with a true high-speed fibre experience.
Q12: I can’t afford this increase – what can I do?
We understand - our team can help you review the available options and find a package that better suits your needs.
Q13: Why am I paying more for the same service?
This price increase forms part of our annual pricing review.
Considering ongoing economic pressure, we’ve worked to keep increases as measured as possible while continuing to deliver the reliable, high-quality connectivity you depend on.
Q14: I’m not happy with the annual price increase – what are my options?
We understand – price changes are never welcome. You’re always welcome to explore other available packages, and we’re happy to help you find an option that better fits your needs.
It may also help to know that the maximum increase across our fibre packages is R50 per month. For a full month of uncapped connectivity – whether you’re streaming, gaming, working from home or staying connected – we’ve worked hard to make sure it remains good value for money.
We understand – that can feel especially frustrating. If you’re already on the lowest package available in your area, there aren’t any lower priced fibre options we can downgrade you to unfortunately.
What we can reassure you of is that the maximum increase on any of our packages is R50 per month, and we’ve been careful to keep even our entry level packages as affordable as possible while continuing to deliver reliable, uncapped fibre.
We thank you for your understanding.
Kind Regards
MetroFibre Networx Team
AB
Antonio B's update21 May 2026, 13:38
Reviewer Update
Instead of answering my questions directly, MetroFibre Support sent me [on 18 May 2026] their terms and conditions, which is not exactly what I was looking for.
This is what I received::
"Thank you for your query.
Please refer to the below information regarding price increase for our backbook clients:
FTTH ISP (Direct) Price Increase Backbook 2025 – Customer Support FAQs
Effective 1 May 2026 as communicated
SECTION 1: PRICE CHANGES
Q1: Why is my fibre price going up?
This increase is part of our annual pricing review. With costs going up across the board, we’ve worked hard to keep the change as small and sensible as possible – while still delivering the fast, reliable fibre you rely on every day.
Q2: I received a message about my price increase – is that correct?
Yes.
The communication you received reflects the updated price that will apply to your package from 1 May 2026.
Q3: Is anything else changing on my package?
No.
Any speed updates have already been completed during March (if applicable – only applies to packages 100Mbps and under). From 1 May 2026, the only change is the nominal price increase.
SECTION 2: SERVICE AND USAGE
Q4: Will my internet be affected by this change?
No.
Your fibre service stays exactly the same – same speed, same reliability, same connection.
Q5: Do I need to do anything?
No action is required.
The new pricing will be app**** automatically from 1 May 2026.
SECTION 3: CHANGING PACKAGES
Q6: Can I move to a cheaper package?
You can request a package change to a lower option, where available (Note – customers cannot regrade to the 30Mbps service if they are on the MetroFibre Nexus network).
Our team can help you find a package that best fits your usage and budget.
Q7: Why can’t I move to a lower package?
The available packages depend on the network your area falls into, and there are a few limits in place:
• You can only choose from packages available in your area.
Q8: Why can’t I move to the 30Mbps package?
The 30Mbps package is designed as an entry-level option for new customers joining MetroFibre.
If you’re an existing customer, you won’t be able to move to this package.
Our team can help you find the closest available option that suits your needs.
SECTION 4: BILLING AND TIMING
Q9: When will the new price apply?
Your new price will take effect from 1 May 2026.
Q10: Will my billing date or payment date change?
No.
Your billing cycle and payment due date will remain the same.
SECTION 5: CUSTOMER CONCERNS AND PUSHBACK
Q11: Why did some customers get faster speeds but I didn’t?
Speed updates were app**** to certain packages, those 100Mbps and below, to better align with typical household usage. We want all of our customers to experience real fibre speed.
If your package wasn’t included, it means your current speed already aligns with a true high-speed fibre experience.
Q12: I can’t afford this increase – what can I do?
We understand - our team can help you review the available options and find a package that better suits your needs.
Q13: Why am I paying more for the same service?
This price increase forms part of our annual pricing review.
Considering ongoing economic pressure, we’ve worked to keep increases as measured as possible while continuing to deliver the reliable, high-quality connectivity you depend on.
Q14: I’m not happy with the annual price increase – what are my options?
We understand – price changes are never welcome. You’re always welcome to explore other available packages, and we’re happy to help you find an option that better fits your needs.
It may also help to know that the maximum increase across our fibre packages is R50 per month. For a full month of uncapped connectivity – whether you’re streaming, gaming, working from home or staying connected – we’ve worked hard to make sure it remains good value for money.
We understand – that can feel especially frustrating. If you’re already on the lowest package available in your area, there aren’t any lower priced fibre options we can downgrade you to unfortunately.
What we can reassure you of is that the maximum increase on any of our packages is R50 per month, and we’ve been careful to keep even our entry level packages as affordable as possible while continuing to deliver reliable, uncapped fibre.
We thank you for your understanding.
Kind Regards
MetroFibre Networx Team
This is what I received::
"Thank you for your query.
Please refer to the below information regarding price increase for our backbook clients:
FTTH ISP (Direct) Price Increase Backbook 2025 – Customer Support FAQs
Effective 1 May 2026 as communicated
SECTION 1: PRICE CHANGES
Q1: Why is my fibre price going up?
This increase is part of our annual pricing review. With costs going up across the board, we’ve worked hard to keep the change as small and sensible as possible – while still delivering the fast, reliable fibre you rely on every day.
Q2: I received a message about my price increase – is that correct?
Yes.
The communication you received reflects the updated price that will apply to your package from 1 May 2026.
Q3: Is anything else changing on my package?
No.
Any speed updates have already been completed during March (if applicable – only applies to packages 100Mbps and under). From 1 May 2026, the only change is the nominal price increase.
SECTION 2: SERVICE AND USAGE
Q4: Will my internet be affected by this change?
No.
Your fibre service stays exactly the same – same speed, same reliability, same connection.
Q5: Do I need to do anything?
No action is required.
The new pricing will be app**** automatically from 1 May 2026.
SECTION 3: CHANGING PACKAGES
Q6: Can I move to a cheaper package?
You can request a package change to a lower option, where available (Note – customers cannot regrade to the 30Mbps service if they are on the MetroFibre Nexus network).
Our team can help you find a package that best fits your usage and budget.
Q7: Why can’t I move to a lower package?
The available packages depend on the network your area falls into, and there are a few limits in place:
• You can only choose from packages available in your area.
Q8: Why can’t I move to the 30Mbps package?
The 30Mbps package is designed as an entry-level option for new customers joining MetroFibre.
If you’re an existing customer, you won’t be able to move to this package.
Our team can help you find the closest available option that suits your needs.
SECTION 4: BILLING AND TIMING
Q9: When will the new price apply?
Your new price will take effect from 1 May 2026.
Q10: Will my billing date or payment date change?
No.
Your billing cycle and payment due date will remain the same.
SECTION 5: CUSTOMER CONCERNS AND PUSHBACK
Q11: Why did some customers get faster speeds but I didn’t?
Speed updates were app**** to certain packages, those 100Mbps and below, to better align with typical household usage. We want all of our customers to experience real fibre speed.
If your package wasn’t included, it means your current speed already aligns with a true high-speed fibre experience.
Q12: I can’t afford this increase – what can I do?
We understand - our team can help you review the available options and find a package that better suits your needs.
Q13: Why am I paying more for the same service?
This price increase forms part of our annual pricing review.
Considering ongoing economic pressure, we’ve worked to keep increases as measured as possible while continuing to deliver the reliable, high-quality connectivity you depend on.
Q14: I’m not happy with the annual price increase – what are my options?
We understand – price changes are never welcome. You’re always welcome to explore other available packages, and we’re happy to help you find an option that better fits your needs.
It may also help to know that the maximum increase across our fibre packages is R50 per month. For a full month of uncapped connectivity – whether you’re streaming, gaming, working from home or staying connected – we’ve worked hard to make sure it remains good value for money.
We understand – that can feel especially frustrating. If you’re already on the lowest package available in your area, there aren’t any lower priced fibre options we can downgrade you to unfortunately.
What we can reassure you of is that the maximum increase on any of our packages is R50 per month, and we’ve been careful to keep even our entry level packages as affordable as possible while continuing to deliver reliable, uncapped fibre.
We thank you for your understanding.
Kind Regards
MetroFibre Networx Team