Complaints

This profile includes complaints for Metronet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Metronet

  3701 Communications Way Evansville, IN 47715-8929

• 

  MetroNet Lafayette

  414 N Earl Ave Lafayette, IN 47904

• 

  Metronet

  P.O. Box 1566 Chattanooga, TN 37401

• 

  MetroNet Dayton

  336 East National Rd Vandalia, OH 45377

• 

  Cinergy MetroNet

  146 W Market St Wabash, IN 46992

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Metronet laid a new fiber internet line at our house at the end of March. We called every week for a month until they finally buried the line. When they buried the line, they said someone else would have to come out and install the fiber internet boxes with lids (in our front yard) because the existing ones were damaged. Metronet removed the damaged boxes that day and left behind two large open holes with coils of fiber wiring in our front yard.
  
  I have called *every week* for TWO MONTHS to get Metronet to come out and install the boxes, as the open holes are a hazard to my young children who often play in our front yard. During each call, Metronet customer service has (1) submitted a ticket to their construction team to come out and install the boxes and (2) elevated our job to a supervisor. Each time, they promise a supervisor will contact me in 24-48 hours. I have never received a communication from a Metronet supervisor. After two months, we are still left with two large holes with open fiber wiring in our front yard. Metronet has not followed through on this job and is not showing any sign of completing this job. After my last communication with them, I told them I would be filing a compliant with the BBB.

  Business Response

  Date: 06/24/2025

  
  Thank you for passing along the concerns expressed by ****** *******. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

  Customer Answer

  Date: 06/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Metronet came this morning and completed the job as requested.

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They torn up the xeriscaping in my front yard today. The dirt they dug up was mixed with the xeriscape rocks so it looks horrible and in a few spots the underling plastic is now showing. Bottom line; its not matching the rest of the yard nor the landscaping I paid to have installed. This isn't acceptable as it stands now. I was hoping they'd leave it as they found it. No such luck. Metronet contractors aren't that considerate about the landscaping you paid for. They show up when they want, they park where they want and they leave your property they way they want. Went to the Metronet construction web page to see what could be done about the area they messed up and guess what ...it doesn't work.

  Business Response

  Date: 06/25/2025

  
  Thank you for passing along the concerns expressed by Mr. ***** and we apologize for any inconvenience. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did everything asked of me to cancel internet sevice and am still being charged for service many weeks later. I returned my router and power cable as per cancellation instructions to ***. I have since called and sent many emails to customer service and am still being charged the normal monthly internet bill despite all my best efforts

  Business Response

  Date: 06/19/2025

  
  Thank you for passing along the concerns expressed by Mr. ******, and we apologize for the issues described in the complaint. The outstanding balance on the account has been adjusted at this time.  Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you're still trying to charge me and I returned my router nearly a month ago. This is fraudulent 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 06/24/2025

  
  Thank you for passing along the concerns expressed by Mr. ******, and we apologize for the issues described in the complaint. The outstanding balance on the account has been adjusted at this time.  Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Metronet installed fiber in our neighborhood during May 2025. On June 6th, 2025, "***** ***" showed up to our door to try and sell us on Metronet Fiber. I was in the middle of hosting people at the house, which I clearly stated several times and simply asked for more information via email. The conversation continued despite me telling ***** that I had people over. I said that I would take more information via email and gave him my name, phone number, and email address. However, he somehow “misunderstood” this by signing me up for an account. Telling me that the installation date he had assigned was just a dummy date in subsequent messages. However, I simply only needed information and he gave me his card to reach out to him later. Later, I received an email stating "Welcome to Metronet" and that I had "made the right decision." And it said I had an account number and an assigned date for a tech to come out and install services.
  
  This is highly deceitful business practice where by taking my name/information which I wanted to give out only to get more information was then used to sign me up for an account. And later I was blamed for his misunderstanding.
  
  Additionally during the Fiber installation in the neighborhood we had 7 men eating lunch and relaxing on our property, sitting against our front porch, during the middle of the day. Out of the entire neighborhood they thought this private property was the way to go. That is highly unacceptable.

  Business Response

  Date: 06/16/2025

  
  Thank you for passing along the concerns expressed by Mr. **** and we apologize for any inconvenience. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 06/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Metronet installed cable in our neighborhood, tearing up alot of grass to do so. They destroyed a large portion of our grass and their remediation to fix it and replant grass was poor , costing us a large part of our grass. I believe they should be required to fix the grass they uprooted. I did put in a ticket with them over a month ago to fix it.. I have emailed over 10 times for follow up and cant reach them on customer service line..just stays on hold.

  Business Response

  Date: 06/11/2025

  
  Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any inconvenience. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 5, 2025, subcontractors working for Metronet entered my property without notice or permission to bury a fiber line. They damaged my underground sprinkler system, severing irrigation pipes, and backfilled the area without informing me. No advance notice, door tags, or utility markings were provided.
  
  I have video evidence showing the contractor ringing my doorbell, getting no answer, and proceeding without consent. Proper protocol would have been to postpone work.
  
  I contacted Metronet for urgent assistance, but they refused a same-day response. As a result, I had to spend time and money repairing my sprinkler system and flushing the lines to remove debris, causing further inconvenience and disruption.
  
  This complaint seeks reimbursement of $1,500 for the costs of repair, flushing, and the disruption and inconvenience caused. I have full documentation including photos, videos, and receipts. If I do not receive a response within 14 business days, I will escalate this to the ****** ******* ********** ** *****, the ***** ******** ********* ******, and pursue reimbursement through small claims court.

  Business Response

  Date: 06/09/2025

  
  Thank you for passing along the concerns expressed by Mrs. *******. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Metronet began placing cables in the ground in my backyard (along my neighbors fence we shared) in late 2024/early 2025. When I began putting a fence on 5/23/25 up along the back of my yard directly on my property line, we found that they had run their cables directly where the fence needed to go. I contacted Metronet asking them to move them, they told me they could not be moved and I would lose 5ft of my yard because I could not dig closer than that to the lines. I was then told that if the fencing crew hand dug the lines they should be fine because the lines should be 4-6 feet down, the fence only needed to be 30in down. When the crew started to hand dig they found that the lines were only 16 inches down and not even remotely in a straight line. We were able to figure it out with the fence, with added costs. Now a few days later (6/2/25) I had sprinklers put in my yard and the internet cable running through my yard to my house was cut because it was places so shallow in the ground, less than 2in down. I run a business from home and rely on internet and was told that the earliest they could get someone out was 6/5/25 but there was no way it would take that long and would be resolved sooner. I called again 6/3/25 and was told that my ticket was in progress and would be receiving a call within the hour. I called again 3 hours later and was told the ticket had never been escalated and my appointment still held for Thursday afternoon. I have reached out to the lead ****** as well with no response. This is the 3rd time in less than a month where I had no access to the internet service for a long period of time. The first time was on 5/19/25 when it was out for more than 8 hours (came back in the middle of the night sometime) and then again on 5/21/25 when it was again longer than 8 hours. I am unable to attach the photos I have, but can send them elsewhere if needed.

  Business Response

  Date: 06/09/2025

  
  Thank you for passing along the concerns expressed by Mr. ******, and we apologize for the issues described in the complaint.  We consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been emailing a rep from metronet about making a payment. While making the payment online I got several emails telling me confirmation number. Metronet ran my card not once not twice but 16 times!!!!! When this happened I called right away and they said they would refund and it would go back on card right away. Days later and it still hasn’t went back on. Not only did this cause me to go negative, and not be able to pay other bills until it’s been resolved, it also caused overdraft fees, and I couldn’t even use the card anywhere. Payday and metronet takes my money all at once. If they can “glitch” and do this to me, how many other people are they accidentally doing this to. When I called to speak to a manager all she said was let me look into it. After coming back on the phone, she said sorry. That’s it. I was in tears at this point because “sorry” didn’t cut it. Sorry doesn’t put food on the table or pay my bills for metronets mistake. No one offered to credit the account, pay future bills, no compensation nothing besides I’m sorry. I even asked if there was anything else they could do besides say “sorry” while emailing as well whoever “****** ******” is was only worried about when I would be making my next payment. I asked her to call me and gave her my number, and she wouldn’t. She was only concerned about my “next payment” Customer service is horrible, they should be ashamed.
  It’s not okay to take someone’s money especially that much, and then not give it back right away, something should’ve been handled differently. I had ordered a pizza for my kids the same night and couldn’t even pay for it.
  It’s things like this that make me want to never pay metronet again

  Business Response

  Date: 06/10/2025

  
  Thank you for forwarding Mrs. **********'s concerns and we apologize for any inconveniences they may have experienced. We have attempted to contact them to discuss this matter but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our call, or contact our Customer Service Department at ************ should there be any additional concerns...

  Customer Answer

  Date: 06/10/2025

  
  
  Better Business Bureau:
  
  They have indeed got back to me, I received an email and will get back to them, I appreciate their efforts in taking it serious. Thank you guys again. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m filing this complaint due to Metronet’s failure to address a significant four-day internet outage in May 2025 and their pattern of dismissive customer support.
  
  My parents rely heavily on the internet for work and daily activities. In early May, they experienced a four-day outage involving:
  • An area-wide outage that began around 10 a.m. on a Wednesday.
  • A continued loss of service due to a localized issue requiring a technician’s visit.
  • A final, separate failure following the technician’s visit that kept them offline for another full day.
  
  We contacted Metronet requesting a credit specific to this incident, given the multi-day disruption and repeated need to follow up. Metronet’s response was inadequate: they referenced a $25 credit issued weeks earlier for an unrelated outage and stated it was sufficient, without offering any compensation at all for this separate, four-day loss of service. This shows a clear unwillingness to take accountability or provide reasonable resolution. I followed up multiple times asking for the issue to be escalated and a more appropriate credit issued. All follow-ups were ignored.
  
  Metronet’s customer service has been entirely unresponsive, and their handling of this second outage shows a lack of concern for loyal customers experiencing serious, repeated service disruptions. These outages are not isolated; they have occurred regularly over the years causing severe disruptions each time lasting several days and sometimes weeks, after lengthy troubleshooting 3-5 times each, finally they agree to have to have a tech come to finally resolve the issue.
  
  I’m requesting:
  A new, appropriate credit be applied for this specific multi-day outage in May 2025.
  An explanation of how Metronet is addressing the ongoing reliability issues in our area.
  
  Account Number: *******
  Account Holder: ******* ****
  Service Address: **** ******** *** **** ********** ** *****
  Submitted by: ******* **** *** ****** ** ********

  Business Response

  Date: 06/04/2025

  
  Thank you for passing along the concerns expressed by ******* **** and we apologize for any confusion. We have spoken directly with them and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

  Customer Answer

  Date: 06/04/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Metronet has left a fiber optic line unburied above the surface of my yard, and my neighbor's yard, now for 183 days... I have spoken with the regional supervisor for their installers, and one of the chief installers for their infrastructure department in ******* ******, Iowa that is serving the Omaha area. I should take that back, they did take some action, somebody came out and took pictures sometime around day 160... Still no action... We've called our customer support line no less than seven times with absolutely no benefit. We've also placed help tickets on their online system, once again no benefit. Their customer service is solely on the surface, do not rely on them for any services whatsoever. Absolutely zero follow-up, zero care for personal property, zero care for doing the right thing as a corporation and resultantly adversely impacting people's ability to use their property. They initially installed this line from the connection box and the utility connection in my backyard which is in the easement on 27 November 2024, per SID charter and per their own website they will bury the cable within 14 days. I understand that doing their install in November that it was winter and the soil was hard. But we started calling in February and March to try to line something up so that they could bury the cable as the soil was thawing. It is now nearly June and absolutely unacceptable that we are still dealing with this now going into the summer.

  Business Response

  Date: 06/12/2025

  
  Thank you for passing along the concerns expressed by Mr. *****. In efforts to reach an amicable resolution, Metronet is working directly with them and an outside entity to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns.

  Customer Answer

  Date: 06/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1) There has been no action taken by MetroNet for any ticket filed with their Customer Service line ((**** ********). Repeated calls to this number and in turn the representatives have been made and tickets entered and emails sent by the customer service representatives internal to MetroNet.  MetroNet has not been coordinating with me nor been responsive to concerns across any (7-8) of the calls to their corporate numbers. Their statement and response is misleading and false (there has been no coordination, no action, no named third party involved).

  2) In light of and in the context of Point 1 (above) there has been NO communication initiated by MetroNet to respond to my concerns, communicate status, or convey acknowledgment of concern.  The only responses from any MetroNet employees has been after getting cell phone numbers for a regional install supervisor and a regional infrastructure representative who have also not brough the issue to close since beginning coordination with them starting on or about 8 April 2025.   Please keep in mind the line was initially installed and run across our property on or about 27 November 2024.

  3) There is no third party identified, named, or included on any coordination this is a false statement with no foundation or merit that can be confirmed by any coordination shared with myself or my wife. 

  4) The cable continues to pose a safety threat to my family as a trip, fall, and strangulation hazard.  The cable continues to impede my ability to freely navigate and maintain my property.  Additionally, the cable also runs across my neighbor (westside) in a similar fashion.

  Supplemental information: On 11 June 2025 I was finally able to get a customer service representative to enter a construction ticket for the line to be buried. I have continued my efforts to coordinate with the call center.

  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 06/18/2025

  
  Thank you for passing along the concerns expressed by Mr. ***** and we apologize for any confusion. We have reviewed the site and can confirm that the concern has been resolved. Should Mr. ***** have any additional concerns, we invite them to contact our Customer Care Department at ************.

  Customer Answer

  Date: 06/18/2025

   
  
  Better Business Bureau:
  
  Fiber cable was finally buried/removed on 17 June 2025... 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is now sufficient.
  
  
  
  Sincerely,
  
  
  
  ****** *****