VB
Veronique B
1 reviews | Active since May 2013
08 Apr 2026, 11:44
Shocking to non-existent customer service & coersion into undisclosed price increase with no options
have sent 2 emails a week ago:
1: asking for what the price increase will be. We are almost halfway into April. The increase is for May. We have to give a 1 month notice. That’s unfair cause you’re forcing us into a price increase and not providing options or clarity when the customer has asked this way ahead of time and within the contractual terms. You, Metrofibre are NOT honourimg contractual terms by not responding to emails or within 24-48 hours, by keeping information from your customer that forces them into changes not agreed to and not providing options! Not cool! 2: asking what the alternative options or packages are cause I may need to downgrade - depending on what the price increase is - which you’re not telling me! Also, not cool! And again, in breach of ethics and fair practice!
Please revert soonest with answers to my questions. As your longstanding customer, I have the right to this!
And why does every interaction with Metrofibre need to be a long and painful drawn out process? Can’t you guys please sort out your customer engagement and service once and for all?
You have such a great product but such SHOCKING to almost non-existent customer service.
Helpful (0)
Replies (4)0
Replies (4)
MetroFibre Networx's replyOfficial
08 Apr 2026, 12:37Dear Veronique Breugelmans
Thank you for reaching out and sharing your experience with us. We understand the frustration caused by delayed communication regarding the upcoming pricing changes and the need for clarity on available options. Your feedback highlights areas where our service did not meet the high standards we aim to uphold, and we appreciate you bringing this to our attention.
We value your loyalty and the trust you’ve placed in us over the years. Ensuring transparency and providing you with actionable choices is a priority, and we are committed to improving how we engage with our customers.
Thank you for your patience and for allowing us to resolve this matter promptly.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
MetroFibre Networx's reply08 Apr 2026, 12:37
Official
Dear Veronique Breugelmans
Thank you for reaching out and sharing your experience with us. We understand the frustration caused by delayed communication regarding the upcoming pricing changes and the need for clarity on available options. Your feedback highlights areas where our service did not meet the high standards we aim to uphold, and we appreciate you bringing this to our attention.
We value your loyalty and the trust you’ve placed in us over the years. Ensuring transparency and providing you with actionable choices is a priority, and we are committed to improving how we engage with our customers.
Thank you for your patience and for allowing us to resolve this matter promptly.
Kind regards,
Sibonisile
MetroFibre Complaints & Escalations
Sibonisile
MetroFibre Complaints & Escalations
VB
Veronique B's updateReviewer Update
10 Apr 2026, 10:19We are now 2 days later again. I’ve been emailing and attempting to clarity since mid last month.
You have communicated that “The new pricing will be app**** automatically from 1 May 2026.” That’s in 2 weeks time. Yet, you still can’t share what the new price will be. You have a 1 month notice period for changes in packages - which now can’t be met anymore cause of your dilly-dallying and non-responsiveness.
And I’ve asked since last month, what the alternative options or cheaper packages are and that also, to date, has not been shared.
I simply cannot fathom how this can be so hard 🤷♀️
And how can you tell your customers that there will be a price increase that will be app**** on 1 May, but still not have communicated what that price will be? That’s immoral, ********* and bullying! Plus, not allowing for choice or alternative is further bullying and coercion.
Can someone please call or email me and tell me:
1. What the price increase will be?
2. What my options or alternatives are?
3. And that should I wish to downgrade, I will not be penalized due to your inability to provide me, your customer, with the information needed to make an informed decision and within the 1 month notice period.
I’m asking for transparency and integrity from you Metrofibre!
You have communicated that “The new pricing will be app**** automatically from 1 May 2026.” That’s in 2 weeks time. Yet, you still can’t share what the new price will be. You have a 1 month notice period for changes in packages - which now can’t be met anymore cause of your dilly-dallying and non-responsiveness.
And I’ve asked since last month, what the alternative options or cheaper packages are and that also, to date, has not been shared.
I simply cannot fathom how this can be so hard 🤷♀️
And how can you tell your customers that there will be a price increase that will be app**** on 1 May, but still not have communicated what that price will be? That’s immoral, ********* and bullying! Plus, not allowing for choice or alternative is further bullying and coercion.
Can someone please call or email me and tell me:
1. What the price increase will be?
2. What my options or alternatives are?
3. And that should I wish to downgrade, I will not be penalized due to your inability to provide me, your customer, with the information needed to make an informed decision and within the 1 month notice period.
I’m asking for transparency and integrity from you Metrofibre!
VB
Veronique B's update10 Apr 2026, 10:19
Reviewer Update
We are now 2 days later again. I’ve been emailing and attempting to clarity since mid last month.
You have communicated that “The new pricing will be app**** automatically from 1 May 2026.” That’s in 2 weeks time. Yet, you still can’t share what the new price will be. You have a 1 month notice period for changes in packages - which now can’t be met anymore cause of your dilly-dallying and non-responsiveness.
And I’ve asked since last month, what the alternative options or cheaper packages are and that also, to date, has not been shared.
I simply cannot fathom how this can be so hard 🤷♀️
And how can you tell your customers that there will be a price increase that will be app**** on 1 May, but still not have communicated what that price will be? That’s immoral, ********* and bullying! Plus, not allowing for choice or alternative is further bullying and coercion.
Can someone please call or email me and tell me:
1. What the price increase will be?
2. What my options or alternatives are?
3. And that should I wish to downgrade, I will not be penalized due to your inability to provide me, your customer, with the information needed to make an informed decision and within the 1 month notice period.
I’m asking for transparency and integrity from you Metrofibre!
You have communicated that “The new pricing will be app**** automatically from 1 May 2026.” That’s in 2 weeks time. Yet, you still can’t share what the new price will be. You have a 1 month notice period for changes in packages - which now can’t be met anymore cause of your dilly-dallying and non-responsiveness.
And I’ve asked since last month, what the alternative options or cheaper packages are and that also, to date, has not been shared.
I simply cannot fathom how this can be so hard 🤷♀️
And how can you tell your customers that there will be a price increase that will be app**** on 1 May, but still not have communicated what that price will be? That’s immoral, ********* and bullying! Plus, not allowing for choice or alternative is further bullying and coercion.
Can someone please call or email me and tell me:
1. What the price increase will be?
2. What my options or alternatives are?
3. And that should I wish to downgrade, I will not be penalized due to your inability to provide me, your customer, with the information needed to make an informed decision and within the 1 month notice period.
I’m asking for transparency and integrity from you Metrofibre!
VB
Veronique B's updateReviewer Update
10 Apr 2026, 13:54Further to your email in response to my above note, I have rep**** to your email and am also noting the same here as it seems you only revert when communicating via HelloPeter…
Hi there
Hi there
Your reply is confusing…
1: are you saying that the proposed “new price from 1 May will be R849 for 100Mbps line”? Isn’t that what I have am paying now?
2: If there is a price increase and it’s scheduled to kick in from 1 May (2 weeks from now), how is that fair when you guys ask for a 1 month notice period and the final increase hasn’t been communicated?
3: please could someone call me to discuss so that we finalize this properly and with consideration instead of this back and forth and nagging?
VB
Veronique B's update10 Apr 2026, 13:54
Reviewer Update
Further to your email in response to my above note, I have rep**** to your email and am also noting the same here as it seems you only revert when communicating via HelloPeter…
Hi there
Hi there
Your reply is confusing…
1: are you saying that the proposed “new price from 1 May will be R849 for 100Mbps line”? Isn’t that what I have am paying now?
2: If there is a price increase and it’s scheduled to kick in from 1 May (2 weeks from now), how is that fair when you guys ask for a 1 month notice period and the final increase hasn’t been communicated?
3: please could someone call me to discuss so that we finalize this properly and with consideration instead of this back and forth and nagging?
VB
Veronique B's updateReviewer Update
10 Apr 2026, 17:05Again, I’m copying my reply to email here because otherwise I don’t get a response. So in reply to your most recent email:
Hi
Hi
You called whilst I was in a meeting. We agreed that you would call back at 3:30pm. You called at 16:35 - over an hour later. I was in another meeting. I’m free now.
1: you talk about a downgrade that will kick in on 1 May but I don’t know what you’re talking about because I haven’t yet agreed to any downgrade nor has anything been discussed nor I do know what the suggested price increase is that you guys have been talking about (so I can’t agree or disagree to anything until I have all the facts) and it’s supposed to kick in on 1 May. 🤷♀️
2. I don’t know what my options for possible downgrade are which I’ve been asking for nor do I know what the price increase will be that you guys say will happen on 1 May 🤷♀️ So I can’t decide on anything until you give me the facts to make an informed decision.
3. And my current package is R749 per month so if you’re saying that my package is R649 per month, I’ve been over billed by R100 per month 🤷♀️ What a mess.
This is becoming increasingly more confusing.
Could you call and clarify all the details and align so we are on the same page or can we agree on a specific time that suits us both for a call please. This is painful.
Sincerely
Veronique
VB
Veronique B's update10 Apr 2026, 17:05
Reviewer Update
Again, I’m copying my reply to email here because otherwise I don’t get a response. So in reply to your most recent email:
Hi
Hi
You called whilst I was in a meeting. We agreed that you would call back at 3:30pm. You called at 16:35 - over an hour later. I was in another meeting. I’m free now.
1: you talk about a downgrade that will kick in on 1 May but I don’t know what you’re talking about because I haven’t yet agreed to any downgrade nor has anything been discussed nor I do know what the suggested price increase is that you guys have been talking about (so I can’t agree or disagree to anything until I have all the facts) and it’s supposed to kick in on 1 May. 🤷♀️
2. I don’t know what my options for possible downgrade are which I’ve been asking for nor do I know what the price increase will be that you guys say will happen on 1 May 🤷♀️ So I can’t decide on anything until you give me the facts to make an informed decision.
3. And my current package is R749 per month so if you’re saying that my package is R649 per month, I’ve been over billed by R100 per month 🤷♀️ What a mess.
This is becoming increasingly more confusing.
Could you call and clarify all the details and align so we are on the same page or can we agree on a specific time that suits us both for a call please. This is painful.
Sincerely
Veronique