Undisclosed price increase then no support to get it sorted out

Item: MetroFibre Networx
Rating: 1
Author: Roscoe S

MetroFibre Networx increased my FTTH cost by R150 without any prior notice. I checked all my emails and WhatsApp messages—nothing. The first I heard about it was an email demanding payment.

I submitted two tickets, but no response. Instead, I got another email saying I now owe R300 due to their lack of communication.

Frustrated, I tried calling—waited an hour—only to be passed between departments (accounts, technical support) with zero help. One agent even said, "I don’t know," and offered no solution.

All I wanted was to discuss options, like downgrading to a cheaper plan, but after this pathetic service, I’m considering cancellation entirely. If they can’t handle a simple billing inquiry, how can they be trusted with anything else?

Avoid if you value transparency or decent support.

Helpful (0)

Replies (2)

Roscoe S's updateReviewer Update

11 Jul 2025, 12:12

Thanks for the response, Siboniso.

I understand price adjustments happen, but the issue is the complete lack of communication. If I had been notified in advance, I could have made an informed decision—downgraded or adjusted my plan. Instead, I only found out when billed an extra R150, which has now doubled to R300 due to your team’s failure to respond to my tickets or calls.

Worse, when I tried to resolve this, I was passed around for an hour with no answers—not even basic billing support. Sending me to another email (complaints@...) after this terrible experience is just adding insult to injury.

This isn’t ‘market-related pricing’—it’s forcing customers to pay for your incompetence. If MetroFibre can’t communicate changes or provide functional customer service, the only option left is cancellation. And I won’t be the last.

Roscoe S's update11 Jul 2025, 12:12

Reviewer Update

Thanks for the response, Siboniso.

MetroFibre Networx's replyOfficial

11 Jul 2025, 12:40

Dear Roscoe

Thank you for your response.

We sincerely understand your frustration and the disappointment caused by the delays in assistance with your query. It is never our intention to leave our clients feeling unheard or unsupported, and we truly regret the experience you've had.

We completely respect your decision regarding your service going forward. Should you reconsider or require any further assistance, please don’t hesitate to reach out. We’re here to support you in any way we can.

Thank you once again for your feedback. It’s valued and will be shared internally to help us improve how we serve our clients.

Kind Regards,
Siboniso
MetroFibre Complaints and Escalations

MetroFibre Networx's reply11 Jul 2025, 12:40

Official