Very Disappointed – Poor Communication After a Good Start

I’ve been a loyal MetroFibre customer since February and never had any issues until recently. Their service was great, fast, and reliable — I honestly loved it. Everything changed when I called on 8 October 2025 to inform them that I’d be moving at the end of the month. I gave all the details, and the consultant confirmed that my new area was covered. She told me the router would be moved and didn’t mention anything about sending an email or any extra fees. I trusted that everything was sorted. On 29 October, I called again to follow up, only to be told I needed to send an email to confirm the transfer. After I sent it, I got a reply a few days later saying I had to accept new terms and conditions — including a R250 transfer fee, a 15-day notice, and a 12-month contract restart. None of this was ever explained to me during my first call. From there, things went downhill. Getting through to their office became a nightmare. I called multiple times, waited on hold for 18 to 25 minutes, and the queue numbers were all over the place. Sometimes I’d go from number 8 to number 21 again. When I finally reached someone, they transferred me to MetroFibre Go — who never answer their calls. I kept trying, even sent more emails, but got no real help or feedback. Out of frustration, I ended up applying for a new Wi-Fi service because I couldn’t keep waiting. Only after that did MetroFibre try to get back to me — but by then, it was too late. I understand the company is growing, but this kind of poor communication and lack of customer care is disappointing. Being loyal shouldn’t feel like a mistake. MetroFibre used to be excellent, but now it feels like they’re chasing new clients and forgetting the ones who supported them from the start. Lesson learned: As Morgan Housel says in The Psychology of Money, greed and poor communication can ruin something good. I really hope MetroFibre learns from this and improves how they treat their existing customers.