Unjust Billing, Poor Service and No Accountability from Metrofibre

am tired of being taken for a ride by Metrofibre.

My line stopped working on 13 March 2025, and it was only restored on 2 May—almost two full months of no internet, no support, and no accountability. Yet I was still expected to pay my monthly R500 bill while getting NOTHING in return.

I followed the proper channels, logged a fault ticket on 13 March. When I followed up in April, I was told the ticket had been closed and marked as resolved—even though my line was still down! That’s not just poor service, it’s dishonest.

Eventually, a technician came in May and restored my line. But by then, I had already paid R1000+ for a service I never received. When I asked for those payments to be credited toward the R1200 I owed, I was told there would be an “investigation.” And while that so-called investigation is dragging on, my account was suspended!

What is there to investigate? Your system clearly shows when my line was down. You also proudly claim on your website and policy that you guarantee 95% uptime, and that anything less than 18 days of continuous downtime is considered acceptable. So what about two months?! That’s over 40 days—more than double your own threshold.

I finally made another payment (with a bit extra) and my line was unsuspended—only to be cut off again four days later, for the same amount that I’ve repeatedly disputed and should have been credited.

This is not just negligence. It’s exploitation. I am being punished for your service failure. There is zero transparency, and no accountability. I have paid for something I didn’t receive, and now I'm being made to chase after your broken promises.

Metrofibre: I want a full credit for the months. I had no service, my account was restored immediately, and I got a real response—not a meaningless “we’re investigating.” You’ve had all the evidence from day one. DO BETTER.