Manage Metrofibre

How to cancel MetroFibre and understand your consumer rights in south africa

Understanding MetroFibre and why you might cancel

MetroFibre is South Africa's largest fibre-to-the-home network operator, delivering high-speed internet to homes and businesses across major metros and growing areas. You access MetroFibre services either directly through their prepaid MetroConnect plans or indirectly via retail internet service providers (ISPs) that lease MetroFibre infrastructure, such as Afrihost, ActiveFibre, or Jumbo Technologies.

Whether you're switching providers, downsizing, or simply unhappy with your service, understanding your cancellation options upfront gives you control. At Stopee, we've guided thousands of South African consumers through subscription cancellations, and MetroFibre cancellations follow specific rules that protect your interests when you know them.

Who provides MetroFibre services

MetroFibre operates the physical fibre network but doesn't always bill you directly. Your billing relationship depends on how you signed up:

• Direct MetroFibre prepaid accounts bill you monthly for MetroConnect plans.
• Third-party ISP accounts bill you through the ISP, which then pays MetroFibre for wholesale access.

This matters for cancellation because your notice period, cancellation method, and refund rights depend on which entity you contracted with. Always check your welcome email or service agreement to confirm your provider.

Common reasons to cancel MetroFibre

You might cancel because your building's fibre has been disconnected, you're moving to an area without MetroFibre coverage, you've found a cheaper alternative, or you're simply unsatisfied with speed or customer service. Whatever your reason, Stopee recommends documenting your decision and acting within the timeframes your contract allows to avoid unwanted charges.

How to cancel MetroFibre: step-by-step process

Your cancellation process depends on whether you're a direct MetroFibre customer or signed through an ISP reseller.

Cancelling direct MetroFibre prepaid accounts

If you pay MetroFibre directly for a MetroConnect plan, follow these steps to submit your cancellation request:

1. Collect your account details. Gather your MetroFibre account number, full name, and service address before drafting your email.
2. Send a cancellation email to cancellations@metrofibre.co.za with the subject line "Account Cancellation Request."
3. Include all required information in the email body:
   • Your full name (as it appears on the account).
   • Account number (found on your invoice or online portal).
   • Service address (the property where MetroFibre is installed).
   • Preferred termination date (ideally at the end of your billing cycle).
   • Brief reason for cancellation (optional but helpful).
4. Submit at least 48 hours before your final billing date if you want the cancellation to take effect in the current month. Pro tip: submit earlier in the month to avoid confusion with your final bill.
5. Keep a copy of your email and the timestamp. MetroFibre may not send you an immediate confirmation, so your email record is your proof of submission.
6. Monitor your account for 2 to 3 business days. MetroFibre should acknowledge receipt and confirm your termination date via email.

Cancelling MetroFibre through a third-party ISP

If you signed up via Afrihost, ActiveFibre, Jumbo, or another ISP reseller, cancel with your ISP, not MetroFibre directly. The ISP manages your contract and billing relationship.

1. Contact your ISP's cancellation team first. Check your ISP's website or invoice for their cancellation contact details and preferred method.
2. Follow your ISP's notice period. Many require written notice (email or form submission) and a full calendar month's advance notice, which is longer than MetroFibre's direct 48-hour notice.
3. Arrange hardware return if required. Some ISPs (particularly ActiveFibre) require you to return your router or modem within a set timeframe or face a non-return fee. Ask your ISP upfront what equipment must be returned and where.
4. Request confirmation of termination in writing. Ask your ISP for a cancellation reference number and confirmed end date via email.

Warning: cancelling with MetroFibre directly when your ISP provides your service will not cancel your account or stop your billing. Always cancel with the entity that bills you.

Cancelling promotional or limited-time offers

MetroFibre occasionally runs short-term promotions (such as their August to December 2025 pre-installed fibre activation offer) that allow faster cancellation with no penalty. Check your promotion's terms carefully.

• If your promotion explicitly permits cancellation without fees after a short notice period (e.g. 3 days), you can use that faster process.
• Send your cancellation email during the promotion period to lock in those terms. Once the promotion expires, the standard 48-hour notice applies.
• Keep a screenshot of the promotion terms as proof of your eligible offer.

Timeline and what to expect after you cancel

Understanding the post-cancellation timeline helps you prepare for the end of service and avoid service interruptions or disputed final bills.

Your service end date and billing cycle

You submit your cancellation request, but your service doesn't stop immediately. MetroFibre allows you to use your connection until the end of your billing period or a date they confirm, typically 7 to 30 days after your cancellation request, depending on your contract terms.

Your final bill will be issued for any outstanding usage or rental charges up to your termination date. This bill is charged to your registered payment method (debit order, credit card, or prepaid balance) and cannot be avoided if you owe MetroFibre money.

Service termination and line deactivation

MetroFibre will deactivate your fibre line on the agreed termination date. You'll lose internet access at that time. If you have a backup connection (mobile data or a second provider), have it ready before your termination date arrives.

Some users experience delays or are billed after their agreed end date due to system backlog. Document your confirmed termination date and keep MetroFibre's confirmation email. If you're billed after your service ends, use that email to dispute the charge.

Data and account information after cancellation

Any personal settings, saved configurations, or data stored in your ISP's customer portal will not be preserved after your account closes. Export any important information (usage histories, account statements, or contact lists) before your termination date.

MetroFibre pricing and plans

Knowing what you're paying helps you decide if cancellation makes financial sense, especially if you're considering switching providers.

Current MetroConnect prepaid plans and ISP pricing

Prices are correct as of August 2025 and are subject to change. Your actual price depends on your ISP and any promotions you qualified for when you signed up. Always check your invoice for your exact rate.

Refunds and what you're entitled to

MetroFibre's published terms do not promise a standard 14-day cooling-off refund or a general refund policy for cancellations. However, South African consumer law and specific promotional terms may give you refund rights.

MetroFibre's stated refund policy

MetroFibre's FAQ and public terms do not advertise automatic refunds when you cancel. This means you should not expect a refund for prepaid credit or unused service days unless a specific promotion or law requires it.

Refunds under south african consumer protection act

The Consumer Protection Act (CPA) of 2008 gives you the right to cancel within 14 calendar days of purchase if you signed up online, by phone, or at distance (not in person at a physical store). This applies to direct MetroFibre purchases and some ISP purchases.

To claim a 14-day cooling-off refund under the CPA, you must:

• Cancel within 14 days of your purchase date (not service activation date).
• Notify MetroFibre or your ISP in writing (email counts).
• Request your refund explicitly in your cancellation email.
• Return any physical goods (such as a router) if required, at your cost unless the CPA or contract says otherwise.

If MetroFibre or your ISP refuses a CPA-eligible refund, you can escalate to the National Consumer Commission (NCC) or your provincial consumer protection body. Stopee recommends keeping all purchase confirmations and cancellation requests as evidence for any dispute.

Refunds under promotional terms

Some MetroFibre promotions (like the August 4 to December 31, 2025 offer) explicitly state "No Cancellation Fee" and allow cancellation within a short notice period (e.g. 3 days) with no penalty. If your promotion included such terms, you can cancel without financial loss within the promotion period.

After the promotion expires, standard terms apply, and no refund guarantee exists unless the CPA applies.

Disputing a final bill after cancellation

If MetroFibre bills you after your agreed termination date or charges you for service you didn't use, dispute it immediately:

1. Email cancellations@metrofibre.co.za with your termination confirmation email attached and a clear explanation of the disputed charge.
2. Request a credit or refund within 10 business days.
3. If MetroFibre doesn't respond, escalate to the National Consumer Commission or your ISP's dispute resolution team (if you're an ISP customer).

Stopee has seen MetroFibre reverse erroneous post-cancellation charges when consumers provide clear evidence of their cancellation date.

Your consumer rights and protections in south africa

South African law protects your right to cancel services fairly and get the information you need to make informed decisions.

Consumer protection act rights

The CPA grants you several protections when dealing with MetroFibre:

• Right to cancellation within 14 days if you purchased by distance (online, phone, email) and request a refund in writing within that period.
• Right to clear, transparent terms. MetroFibre must disclose cancellation notice periods, fees, and billing terms before you sign up.
• Right to dispute unfair cancellation clauses. If a clause in your contract is unreasonably unfavorable to you, the CPA may override it.
• Right to written confirmation. MetroFibre must provide you with a copy of your cancellation confirmation if you request it.

Escalation to the national consumer commission

If MetroFibre or your ISP refuses to cancel your account, ignores your cancellation request, or wrongfully bills you after termination, you can lodge a complaint with the National Consumer Commission (NCC).

Contact the NCC at:

• Phone: 0860 10 60 80
• Email: NCCComplaints@thencc.org.za
• Website: www.thencc.org.za

The NCC will investigate your complaint at no cost to you and can compel MetroFibre to refund you or cancel your account if they find the company breached the CPA.

Common mistakes when cancelling MetroFibre

Cancelling should be straightforward, but small errors can delay your termination or leave you vulnerable to unexpected charges. We've seen South African consumers make these mistakes, and we're here to help you avoid them.

Mistake 1: cancelling with the wrong entity

If you're an ISP customer and email cancellations@metrofibre.co.za, MetroFibre will likely ignore your request because you're not their direct customer. Your ISP must cancel your account with them. Check your invoice to confirm who bills you, then contact that entity's cancellation team.

Mistake 2: missing the notice period deadline

MetroFibre requires 48 hours' notice before your final billing date of the month. If you submit your cancellation on the 28th of a 30-day month, you might miss the deadline and be billed for another month. Count backwards from your billing date and submit early.

Mistake 3: not requesting a refund explicitly

MetroFibre won't offer you a CPA cooling-off refund automatically. You must request it in writing in your cancellation email and do so within 14 days of purchase. Don't assume silence means approval; follow up within a week if you don't hear back.

Mistake 4: overlooking promotional cancellation terms

Some MetroFibre promotions allow faster, fee-free cancellation, but only during the promotion period. If you're on a promotional plan, check your welcome email for those terms. Cancelling after the promotion expires means standard notice periods apply.

Mistake 5: not keeping email proof

MetroFibre does not always send cancellation confirmations immediately. Your email to cancellations@metrofibre.co.za is your proof of submission. Screenshot or print it, and follow up if you don't receive confirmation within 3 business days.

Checklist for cancelling MetroFibre

Use this checklist to ensure your cancellation is complete and protected:

Contact MetroFibre directly for cancellation

To submit your cancellation request, contact MetroFibre at their cancellation email address. This is the only confirmed cancellation contact listed in their public information.

Email: cancellations@metrofibre.co.za

Include your account number, full name, service address, and preferred termination date. Submit at least 48 hours before your final billing date of the month. Keep a copy of your email as proof of submission.

If MetroFibre doesn't confirm your cancellation within 3 business days, follow up with another email referencing your original submission date.

Your next steps and empowerment

Cancelling MetroFibre is a straightforward process when you know the rules and deadlines. Whether you're switching providers, moving areas, or cutting costs, Stopee has walked you through every step and potential pitfall so you cancel on your own terms-not MetroFibre's.

Start by confirming who bills you (MetroFibre directly or an ISP), gather your account details, and submit your cancellation email to the correct address. Request a refund if you're within 14 days of purchase, keep your email proof, and follow up within 3 business days if you don't hear back.

If MetroFibre refuses to cancel, ignores your request, or bills you after your service ends, don't accept it. Escalate to the National Consumer Commission and cite the Consumer Protection Act-your rights are backed by law.

Stopee has helped thousands of South African consumers cancel subscriptions with confidence, and we've seen that armed with clear information and consumer protection knowledge, you can take control. Visit Stopee at stopee.com for guides on cancelling other South African services and more tools to simplify your cancellations and protect your wallet.