MTN has offered an explanation following customer confusion over unexpected price hikes on its Metrofibre 250/250 Mbps broadband package. Invoices received by some MTN Fibre users in June 2025 reflected a R110 increase—rising from R799 to R909—despite prior communication indicating a modest R10 rise.
The discrepancy sparked concern among affected subscribers, many of whom had signed up expecting more gradual price adjustments. The increase took effect on 1 June 2025—two months earlier than the price hike communicated by Metrofibre, the fibre network operator MTN partners with.
The Root of the Error: Undercharging Since 2023
According to MTN, the issue stems from an oversight dating back to October 2024. The company had updated its list price for the Metrofibre 250/250 Mbps package from R799 to R899 at that time. However, 237 customers—representing less than 0.004% of MTN Fibre’s user base—continued to be billed at the outdated rate.
When Supersonic, the fibre infrastructure provider behind MTN Fibre, implemented a R10 increase in June 2025, these customers experienced a sudden jump to the correct list price of R909—an effective R110 increase.
MTN acknowledged that its April 2025 communication to customers incorrectly stated that the price change would be R10, failing to mention the necessary adjustment for the undercharged group.
Customer Apology and Compensation
In response to the billing error, MTN and Supersonic have apologised and announced a credit of R300 for each affected customer. The refund will be split over three months—R100 per month for June, July, and August 2025.
“We sincerely apologise for this error,” an MTN spokesperson said. “We want to give customers sufficient time and clarity ahead of any additional pricing changes expected in August.”
Formal notifications are being sent out to impacted users over the course of two weeks.
Upcoming Price Changes and Further Adjustments
Metrofibre, MTN’s wholesale fibre partner, will implement a new pricing structure effective 1 August 2025. This could potentially lead to further increases beyond the current R909 monthly rate for the 250/250 Mbps plan.
Customers are encouraged to monitor their invoices and watch for official updates from MTN in the coming weeks.
Promotional Offer: Up to R900 in Savings
To ease the impact of the price correction and retain goodwill, MTN is running a limited-time promotion from 1 June to 31 July 2025. The offer allows both new and existing MTN Fibre customers to save up to R900 over a three-month period.
- Customers on packages of 50Mbps or lower qualify for a R200/month discount.
- Customers on higher-speed packages are eligible for R300/month off.
- The discount applies for the first three months following a new sign-up or upgrade.
- Standard pricing resumes from the fourth month.
However, MTN notes that the promotion is subject to availability based on fibre network coverage. Subscribers are advised to consult MTN’s coverage map to confirm eligibility.
Fine Print and Contract Terms
MTN cautions that customers who cancel within 12 months of equipment installation will incur a one-off R899 recovery fee. Additionally, those who upgrade under the current promotion are restricted from downgrading their packages for a 12-month period following activation.
After this timeframe, standard MTN Fibre migration policies will apply.
Looking Ahead
While the billing error affected only a small portion of MTN Fibre’s customer base, the incident underscores the importance of transparent communication and precise billing in the telecoms industry. MTN’s corrective measures, combined with its promotional incentives, may help smooth over the disruption and retain consumer trust—especially as further network-wide pricing shifts loom on the horizon.