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Frequently asked questions
Cancel Metrofibre: The Right Way
How to cancel Metrofibre and protect your consumer rights in south africa
Understanding Metrofibre and your cancellation options
Metrofibre is South Africa's largest fibre-to-the-home network operator, serving homes and businesses across major metropolitan areas with high-speed internet connectivity. You access Metrofibre services either directly through prepaid MetroConnect plans or indirectly via retail internet service providers (ISPs) that lease Metrofibre infrastructure, such as Afrihost, ActiveFibre, or Jumbo Technologies.
Your cancellation route, notice period, and refund entitlements depend entirely on which entity you contracted with. Yafee specialises in helping South African consumers navigate subscription cancellations, and understanding your specific relationship with Metrofibre or your ISP reseller is the foundation of a smooth exit.
Who you actually contracted with
Metrofibre operates the physical fibre network but does not always bill you directly. Your billing relationship determines your cancellation obligations:
- Direct Metrofibre prepaid accounts bill you monthly for MetroConnect plans and require cancellation via Metrofibre's cancellations email address.
- Third-party ISP accounts bill you through the reseller (Afrihost, ActiveFibre, Jumbo, or others), which then pays Metrofibre for wholesale access. You cancel with the ISP, not Metrofibre.
Check your welcome email or service agreement to confirm your provider. Your invoice header will also clearly state whether you are billing with Metrofibre directly or an ISP reseller.
Common reasons for cancellation
You may cancel because you are relocating to an area without Metrofibre coverage, switching to a competitor with better rates or speeds, downsizing your service needs, or experiencing persistent service issues. Whatever your motivation, Yafee recommends documenting your reason and submitting your cancellation within the notice period your contract specifies to avoid unnecessary final charges.
Your legal position under south african consumer law
Your cancellation rights are protected by the Consumer Protection Act (CPA) No. 68 of 2008, which governs all consumer transactions in South Africa, including internet service agreements.
What the CPA guarantees you
The CPA requires that any cancellation notice period be reasonable. In the absence of an explicit contract term, 30 days is the statutory default. Metrofibre (and any ISP you contract with) must display their notice period clearly in your service agreement or terms and conditions.
Furthermore, you have the right to cancel without penalty if Metrofibre fails to deliver the service as agreed or breaches a material term. Persistent slowness, frequent outages, or inability to access the service may constitute grounds for penalty-free cancellation, provided you follow the formal dispute process first.
In accordance with the CPA, the provider must refund any prepaid fees or deposits within 15 business days of your cancellation date, less any legitimate charges (final month, outstanding equipment fees, or early termination penalties explicitly stated in your contract).
Your escalation route if Metrofibre refuses
If Metrofibre or your ISP ignores your cancellation request, fails to refund you, or charges you after the cancellation date, you have the right to lodge a complaint with the National Consumer Commission (NCC). The NCC investigates breaches of the CPA and can compel the provider to refund your money, pay compensation, or cease unlawful billing practices.
Contact the NCC at [email protected] or call 0860 10 27 92. You must lodge your complaint within two years of the breach occurring.
How to cancel your direct Metrofibre prepaid account
If you pay Metrofibre directly for a MetroConnect plan, follow these procedural steps to submit your cancellation request correctly and create a paper trail.
Step 1: gather your account details before writing
Collect the following information before drafting your cancellation email. You will need it to ensure Metrofibre processes your request without delay:
- Your full name (as it appears on the account).
- Your account number (visible on your invoice, payment confirmation email, or online portal).
- Your service address (the property where the fibre line terminates).
- Your preferred termination date (ideally the last day of your current billing cycle).
- A brief reason for cancellation (optional, but strengthens your position if a dispute arises).
Step 2: draft and submit your cancellation email
Send your cancellation request to [email protected] with the subject line "Account Cancellation Request." Use clear, direct language in the email body:
- State your intention clearly: "I wish to cancel my Metrofibre account with effect from [your preferred date]."
- Include all account details (full name, account number, service address).
- Specify your preferred termination date. If you want the cancellation to take effect in the current month, submit at least 48 hours before your final billing date. Yafee recommends submitting early in the month to avoid processing bottlenecks.
- Keep the tone formal and professional. Avoid emotional language or demands.
- Request written confirmation of receipt and your final termination date.
- Save a copy of your email and note the exact time and date you send it. Metrofibre does not always send an immediate automated confirmation, so your email record is your proof of submission.
Step 3: monitor your account and follow up
Metrofibre should acknowledge your cancellation and confirm your termination date within 2 to 3 business days. If you do not receive a response within this timeframe, send a follow-up email to the same address, referencing your original submission date and time.
Continue monitoring your bank account or payment method. You should not be charged after your termination date. If you are billed after cancellation, contact Metrofibre immediately and request a reversal, citing your cancellation email as proof.
Step 4: verify your cancellation has taken effect
Check that your service is disconnected on your stated termination date. Log into your online account portal (if you have access) to confirm the account shows as inactive. Some users report continued access for 24 to 48 hours after the termination date due to network propagation delays; this is normal.
Do not assume cancellation is complete until you receive formal confirmation from Metrofibre. Keep all correspondence for at least 12 months in case billing disputes arise.
How to cancel Metrofibre through a third-party ISP reseller
If you signed up via Afrihost, ActiveFibre, Jumbo, or another ISP reseller, you must cancel with your ISP, not Metrofibre directly, because the ISP holds your service contract.
Step 1: identify your ISP's cancellation process
Check your ISP's website, invoice, or welcome email for their cancellation contact details and preferred method. Most major ISPs offer cancellation via email, online chat, or a dedicated cancellation form on their customer portal.
Do not email Metrofibre directly if you contracted through an ISP. Metrofibre will redirect you to your ISP, wasting time and delaying your cancellation.
Step 2: submit your cancellation request to your ISP
Follow your ISP's specific cancellation procedure. Most require written notice (email or online submission) at least 30 days before your desired termination date. Provide your ISP with:
- Your full name and customer account number.
- Your service address.
- Your preferred cancellation date.
- Your request for written confirmation of the termination date and any final charges.
Keep a copy of your submission and note the date and time. Your ISP should confirm receipt and your cancellation date within 2 to 3 business days.
Step 3: confirm final charges with your ISP
Ask your ISP in writing what charges, if any, you will incur on your final bill. Common charges include a final month's subscription (if not already paid), data overage fees, or early termination penalties (only if your contract explicitly permits them and you cancel before the minimum contract period has elapsed).
If your ISP charges you an early termination fee, request a copy of the contractual clause that permits it. Under the CPA, early termination fees must be reasonable and proportionate to the provider's actual loss. Excessive penalties may be unenforceable.
Metrofibre cancellation timelines and notice periods
Your notice period determines when your cancellation can take effect and whether you will incur additional charges.
Notice period requirements
Metrofibre does not publicly advertise a fixed notice period on their website, but standard industry practice in South Africa is 30 days. Your contract or terms and conditions should specify your notice period clearly. If it does not, the CPA default of 30 days applies.
Some ISP resellers may impose shorter or longer notice periods. Always check your ISP's terms before submitting cancellation.
When your cancellation takes effect
Your cancellation takes effect on the termination date you request, provided you submit your notice before the deadline. If you submit notice on the 10th of the month and request termination on the 30th, your cancellation should take effect on the 30th, and you should not be billed for the following month.
If you do not specify a termination date, Metrofibre or your ISP will typically process cancellation at the end of your current billing cycle. This may delay your exit by up to 30 days, so always state your preferred date explicitly.
Refunds and final charges explained
Understanding what you will and will not be refunded prevents billing surprises after cancellation.
What you are entitled to refund
You are entitled to a refund of any prepaid fees, deposit, or credit balance on your account. Metrofibre or your ISP must refund these within 15 business days of your cancellation date, in accordance with the CPA.
If you prepaid for a full month's service and cancel mid-month, you may be entitled to a pro-rata refund for the unused portion, depending on your contract terms. Request this explicitly in your cancellation email.
Charges you cannot avoid
You cannot avoid paying for services you have already used. Your final bill will include:
- Any charges for the current billing period up to your cancellation date (calculated pro-rata if you cancel mid-month).
- Outstanding data overage fees or late payment penalties accrued before cancellation.
- Any equipment rental or installation fees not yet paid (unless your contract specifies these are waived on cancellation).
Early termination penalties are only permissible if your contract explicitly states them and you cancel before your minimum contract period has expired. Many Metrofibre prepaid plans are month-to-month, so no early termination penalty applies. ISP contracts vary; check yours before cancelling.
Disputed charges and refund disputes
If Metrofibre or your ISP charges you after your cancellation date, or refuses to refund a prepaid balance, contact them in writing with a formal dispute letter. Reference your cancellation email and the CPA section 48 (consumer rights to refund).
If the provider does not resolve the dispute within 10 business days, lodge a complaint with the National Consumer Commission at [email protected]. Yafee recommends keeping all billing statements, emails, and cancellation correspondence to support your case.
Common cancellation mistakes and how to avoid them
Cancellation disputes are often preventable with care and attention. Below are the pitfalls Yafee sees most frequently.
Mistake 1: contacting the wrong provider
If you signed up through an ISP reseller, contacting Metrofibre directly will delay your cancellation by weeks. Metrofibre will not process your request and will tell you to cancel with your ISP instead. Always check your invoice or welcome email to confirm whether you are a direct customer or ISP customer before submitting.
Mistake 2: cancelling verbally or via social media
Metrofibre and ISPs may acknowledge your cancellation request over the phone or via social media, but this creates no formal record. Always submit your cancellation in writing (email) and keep proof of submission. Verbal cancellations are unenforceable under the CPA if the provider later disputes the conversation.
Mistake 3: forgetting to specify a termination date
If your cancellation email does not state a specific termination date, the provider will process cancellation at the end of your current billing cycle. This can delay your exit by up to 30 days and extend billing unnecessarily. Always state your preferred date explicitly.
Mistake 4: not following up if you do not receive confirmation
Metrofibre and ISPs do not always send immediate automated confirmations. If you do not receive confirmation within 3 business days, send a polite follow-up email referencing your original submission. Some providers process requests slowly; persistence is essential.
Mistake 5: assuming disconnection equals cancellation
Your fibre line may disconnect automatically on your termination date, but this does not mean your account is cancelled for billing purposes. Confirm cancellation in writing and monitor your bank account to ensure you are not billed after the termination date.
What happens after your Metrofibre cancellation
Cancellation does not end on your termination date; several follow-up steps protect you from post-cancellation billing and service issues.
Immediate post-cancellation checks
On your stated termination date, verify that your fibre service is offline. You may lose internet access immediately or within 24 hours; both are normal. Log into your online account portal (if you retain access) and confirm your account status shows as inactive or cancelled.
Do not assume your cancellation is complete based on service disconnection alone. Billing and service termination are separate systems, and one may not trigger the other automatically.
Monitor your bank account
Check your bank account or payment method for 60 days after cancellation to ensure Metrofibre or your ISP does not bill you again. If you see a charge after your termination date, contact the provider immediately with your cancellation email as proof. Request an immediate refund.
Equipment return or collection
If Metrofibre or your ISP provided equipment (router, modem, or optical network terminal), confirm whether you must return it or pay a non-return fee. This information should be in your cancellation confirmation email. Follow the provider's return instructions to avoid being charged.
Update your address with other utilities and services
If you are relocating, notify your electricity, water, and other service providers of your move. Update your address with your bank and other financial institutions to prevent mail and billing confusion.
Pricing and service comparison table
Below is a comparison of typical Metrofibre direct prepaid plans and major ISP reseller alternatives to help you decide whether cancellation suits your needs.
| Provider | Plan name | Speed | Monthly cost (ZAR) | Data cap | Notice period |
|---|---|---|---|---|---|
| Metrofibre (direct) | MetroConnect 10 Mbps | 10 Mbps | R 299 | Uncapped | 30 days |
| Metrofibre (direct) | MetroConnect 50 Mbps | 50 Mbps | R 499 | Uncapped | 30 days |
| Afrihost (Metrofibre reseller) | Fibre 20 Mbps | 20 Mbps | R 379 | Uncapped | 30 days |
| ActiveFibre (Metrofibre reseller) | Fibre 50 Mbps | 50 Mbps | R 449 | Uncapped | 30 days |
| Jumbo (Metrofibre reseller) | Jumbo Fibre 50 Mbps | 50 Mbps | R 459 | Uncapped | 30 days |
Note: Prices and plans are indicative and subject to change. Always check with the provider for current rates. Data shows month-to-month plans with no early termination penalties. Yafee recommends comparing speeds and cost-per-megabit to ensure you are choosing the best value for your usage.
Cancellation checklist for Metrofibre
Use this checklist to ensure you have completed every essential step before, during, and after your cancellation.
| Step | Action | Completed |
|---|---|---|
| 1. Verification | Confirm whether you are a direct Metrofibre customer or ISP reseller customer. | ☐ |
| 2. Information gathering | Collect your account number, full name, service address, and preferred termination date. | ☐ |
| 3. Email submission | Send cancellation email to [email protected] (direct) or your ISP's cancellation address (reseller). Keep a copy. | ☐ |
| 4. Confirmation receipt | Receive written confirmation of cancellation and termination date within 3 business days. Follow up if not received. | ☐ |
| 5. Service disconnection | Verify your fibre service is offline on your termination date. | ☐ |
| 6. Final bill review | Receive final bill and verify charges are correct. Dispute any post-cancellation charges immediately. | ☐ |
| 7. Refund tracking | Monitor your bank account for refund within 15 business days. Follow up if not received. | ☐ |
| 8. Equipment return | Return any equipment (router, modem, ONT) as instructed. Obtain proof of return. | ☐ |
| 9. Documentation storage | Store all cancellation emails, bills, refund confirmations, and correspondence for 12 months. | ☐ |
| 10. Post-cancellation monitoring | Monitor bank account for 60 days after cancellation to catch any unauthorized charges. | ☐ |
Metrofibre contact information and cancellation address
Use the details below to submit your cancellation or follow up on a pending request.
Direct Metrofibre cancellation contact
Email address for cancellations: [email protected]
Submit all cancellation requests to this email address only. Include your account number, full name, service address, preferred termination date, and any supporting documentation (such as proof of relocation or service failure).
Metrofibre does not list a separate postal address for cancellations, so email is the official channel. Ensure your subject line reads "Account Cancellation Request" to flag your email as urgent.
If you are an ISP reseller customer
If you signed up via Afrihost, ActiveFibre, Jumbo, or another reseller, do not email Metrofibre. Contact your ISP directly using the cancellation details on your invoice or their website.
ISP cancellation contacts vary. Check your welcome email or online account portal for the correct cancellation procedure and contact information.
Dispute resolution and escalation
If Metrofibre or your ISP does not respond to your cancellation within 10 business days, or refuses to process your cancellation or refund, lodge a complaint with the National Consumer Commission:
Email: [email protected]
Telephone: 0860 10 27 92
Website: www.thencc.org.za
The NCC investigates breaches of the Consumer Protection Act and can order Metrofibre to refund your money, disconnect your account, or cease unlawful billing. You must lodge your complaint within two years of the breach.
Summary and next steps
Cancelling your Metrofibre service is straightforward if you follow the correct procedure and know your consumer rights. Whether you are a direct customer or ISP reseller customer, submit your cancellation in writing with a clear termination date, monitor your account for confirmation, and verify that no further charges appear after cancellation.
Your rights are protected by the Consumer Protection Act, which guarantees reasonable notice periods, prompt refunds, and the right to dispute unreasonable charges. If Metrofibre or your ISP fails to honour these obligations, the National Consumer Commission has the power to enforce them.
Yafee has guided thousands of South African consumers through subscription cancellations, and our experience shows that cancellations are fastest and least disputed when you document every step and cite the relevant consumer law. Save all correspondence, submit cancellation emails to the correct address, and follow up if you do not receive confirmation within three business days.
If you encounter resistance from Metrofibre or your ISP, or if you are unsure whether your cancellation has been processed correctly, Yafee recommends contacting the National Consumer Commission immediately. The earlier you escalate, the faster your dispute will be resolved.
Start your cancellation today by gathering your account details and sending a formal email to [email protected] (if you are a direct customer) or your ISP's cancellation address (if you are a reseller customer). Keep your email record, monitor your account, and ensure your service is disconnected and your account is refunded within 15 business days.