Ongoing MetroFibre Speed Issues - Unacceptable Service Despite 250Mbps Contract

This is now my second HelloPeter complaint regarding MetroFibre’s unreliable service. I am contracted for a 250Mbps download and 250Mbps upload fibre line, yet my actual speeds rarely exceed 10% of what I’m paying for. Repeated speed tests clearly show average download speeds of 10–20Mbps, and uploads just as poor — despite being on an uncapped, premium line.

I have logged multiple complaints through the correct channels, and while MetroFibre does respond, the fix is always temporary. Immediately after a technician gets involved or support contacts me, my line briefly returns to expected speeds — but within minutes, the speeds drop back to unacceptable levels again.

This is not a WiFi issue — the problem persists across multiple devices and connection methods. Jitter is high, latency spikes, and streaming, work, or video calls become virtually impossible. See attached images showing a consistent pattern of slow, unstable connectivity, with only the occasional "spike" in performance right after complaints.

Despite my patience and continuous reporting, no permanent solution has been provided. This is starting to feel more like throttling or deliberate manipulation of line performance when attention isn’t on the account.

I am paying for a 250Mbps premium line and receiving less than 10% of the agreed speed for most of the day. This is unacceptable, and I expect:

1. A formal technical investigation with root cause analysis.

2. Permanent resolution, not temporary patches.

3. Compensation for the ongoing service failures and downtime.

If this is not resolved promptly, I will consider terminating the contract due to breach of service and take further steps with ICASA and other consumer platforms.

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