Cancellation Metrofibre: Easy Method

What is MetroFibre

Service overview

MetroFibre is a South African fibre-to-the-home network operator that supplies high-speed internet services to homes and businesses through various retail ISPs and some direct prepaid offerings.

Their service is provided either directly (prepaid MetroConnect plans) or via retail ISPs operating on MetroFibre infrastructure.

How people typically subscribe

Customers sign up through MetroFibre’s own prepaid offers or through third-party ISPs that resell services on the MetroFibre network.

Different sign-up channels can affect cancellation procedures and notice periods, so check your contract or welcome email for exact terms.

How to cancel MetroFibre

Direct MetroFibre (month-to-month) - steps

• Send an email to [email protected].
• Include your account number, full name and service address in the email.
• Provide at least 48 hours' notice before the last billing date of the month for month-to-month cancellations.

Promotions and third-party ISPs - steps

• If you signed under a limited-time promotion, check the promotion terms - some allowed shorter notice (example: 3 days' notice and no cancellation fee for the Aug 4 - Dec 31, 2025 offer).
• If your ISP is a reseller (for example via ActiveFibre/Afrihost), follow the ISP’s cancellation process - many require written notice and a full calendar month’s notice plus hardware return.

What happens when you cancel

Service access and termination

Service usually remains active until the end of the billing period you gave notice for, subject to the notice period in your contract or promotional terms.

If cancellation is accepted, your line will be scheduled for termination and access will cease on the termination date provided by MetroFibre or your ISP.

Billing and data

Expect final billing through your existing payment method for any outstanding charges up to the termination date.

Any user data, settings or saved configurations on ISP portals are generally not retained after termination - export anything you need before service ends.

Will I get a refund?

MetroFibre public policy

MetroFibre’s public FAQ does not specify a 14‑day cooling-off refund or a general refund policy for cancellations.

No standard refund periods or procedures are published on MetroFibre’s FAQ, so refunds are not guaranteed.

Possible exceptions

• Limited-time promotions may include explicit no-fee cancellation terms (for example, the Aug 4 - Dec 31, 2025 offer stated "No Cancellation Fee" and required 3 days' notice while the promotion was valid). See the promotion terms for details: promotion page.
• If you purchased service through a third-party ISP, refund and cancellation rules could differ; check that ISP’s terms (for example, ActiveFibre’s terms require written notice and hardware return). See: ActiveFibre terms.

MetroFibre plans and pricing

Overview

Below are MetroFibre’s published prepaid MetroConnect plans, retail ISP pricing via Jumbo Technologies (effective 1 Aug 2025 incl. VAT), and promotional UrbanX plans as listed in verified sources.

End-user prices may vary by ISP or promotion; see your provider for the price you were charged.

Pricing table

Your consumer rights in South Africa

Key points under the Consumer Protection Act (CPA)

The CPA provides certain cancellation rights, including a possible 14‑day right to cancel in some circumstances depending on how the contract was concluded.

How the CPA applies can depend on whether you signed in person, concluded the agreement remotely, or bought from a reseller - check the CPA for specifics or seek legal advice for your case.

Dispute escalation

• If you cannot resolve a complaint with MetroFibre, the MetroFibre FAQ advises referring unresolved complaints to ICASA (see MetroFibre FAQ for guidance).
• MetroFibre states complaints are acknowledged within 48 hours and may take up to 14 business days to resolve; keep records of all correspondence.

Customer experiences

Positive feedback

Some users report reliable connectivity and solid speeds once installation is complete, with uncapped profiles and technically sound infrastructure.

These positive notes tend to focus on performance rather than support experience.

Negative feedback

Common complaints include poor customer service, long delays for technician visits or resolution, and billing or cancellation issues reported by several reviewers.

Examples reported in reviews include requests for repeated proof of payment and billing continuing past claimed cancellation dates - keep documentary evidence if this happens.

Documentation checklist

Essential items to include in your cancellation

• Account number, your full name and the service address (required for MetroFibre cancellations).
• Clear cancellation request date and requested termination date, referencing the billing period.
• Copy of your contract or welcome email (if available) and any promotional terms that apply.

Supporting documents to keep

• Proof of payment(s) for recent months and any correspondence with MetroFibre or your ISP.
• Delivery or return receipts if you must return hardware; keep tracking and signed proofs.
• All sent emails and any reply acknowledgements from MetroFibre or the reseller.

Common mistakes

Missing or insufficient notice

Not including the account number or failing to give the required notice window (for example, less than 48 hours before last billing date for month-to-month) can lead to an unexpected extra month of billing.

Always confirm the termination date in writing and retain the confirmation.

Hardware and proof issues

Failing to return provided routers or ONTs when required can incur charges or withheld deposits from third-party ISPs.

Not saving proof of return or not obtaining a receipt is a frequent source of disputes - get written proof and tracking details.

Comparative recap

Quick comparison

The table below summarises common cancellation terms for MetroFibre direct offers, a sample limited-time promotion, and typical reseller (ActiveFibre) practice.

Use this to check which column matches how you purchased the service.

After cancelling

Follow-up actions

Keep written confirmation of cancellation and the final termination date. Monitor your bank or debit order for any unexpected charges in the following cycle.

If billed incorrectly after cancellation, send the proof of cancellation and request a correction in writing, keeping all replies.

Where to find more information and escalate

• MetroFibre FAQ (cancellation & complaints): https://metrofibre.co.za/residential/faq
• Promotional terms (example offer): promotion page
• Example reseller terms (ActiveFibre): ActiveFibre terms

Address

Corporate address

Eco Square, 298 Witch‑Hazel Street, Highveld Ext 71, Centurion, 0157, South Africa.

Cancellation contact

Primary cancellation email: [email protected].