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Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

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

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    Customer Complaints Summary

    • 322 total complaints in the last 3 years.
    • 110 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/12/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 am a new metronet customer. I had my insulation done. The middle of May today is June 11. The cable for my Wi-Fi stretches all the way across my yard and they have not buried it yet so the crew accidentally cut it. I just called to ask them to come fix it and schedule it it to be buried. The customer service rep was so incredibly rude when I asked him to Schedule the battery of the cable he stated I did not need to be home and it would be done within two weeks. That is not acceptable. It's a third-party that buries the line. I have big dogs and I live alone. As a single mother, I do not want a technician from a third-party company showing up here just randomly not to mention. How do I know to be home? It does not care about the safety of mothers obviously because this is how women get assaulted. It is 2024. Why would they feel like they could just say I'm gonna be there within two weeks so a technician comes here who has a criminal history or doesn't assault somebody no one has a schedule showing he was here . Before I was able to go to technical support, they told me I had to pay a bill that I never received received because they never checked the box to send me an paper bill or a paperless bill so it didn't get to me so I didn't pay it. I have not had service for a full 2 1/2 weeks and my bill is already $275 for just Internet. Customer support technical support was so incredibly rude even though I tried to explain it's for my safety and the technician safety, but I want to schedule it

      Business Response

      Date: 06/24/2024

      Thank
      you for forwarding [customer’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.

    • Initial Complaint

      Date:06/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The incident occurred today (610/2024). A Metronet worker cut my existing cable while installing cable for my neighbor. He first denied it as the cable protruded from the ground. He would not give information as to his employer. He told me I would have to call Optimum to have it repaired. I had to call police to get information on worker. I am without internet, TV, phone due to negligence by Metronet! No responsibility and no attempt to make amends even after phone call to customer service! I will NEVER choose Metronet! I was told there may be a fee to repair my cable. I am beyond angry with this company.

      Business Response

      Date: 06/21/2024


      Thank you for passing along the concerns expressed by ******. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the concerns mentioned in this complaint.

      Business Response

      Date: 06/21/2024


      Thank you for passing along the concerns expressed by, ****** and we apologize for any delay. 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:06/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am a customer of Metronet and they have failed time and time again to provide me with reliable service as they have advertised. My internet has failed multiple times over the past two months due to the company failing to properly install the fiber cable. They cable is supposed to be buried under ground but they refused to do do. This failure to properly install the cable has caused the line to be cut when landscapers mow every Wednesday.
      I have called Metronet on several occasions and advised them of the problem as I CONTINUE TO LOSE SERVICE by cut lines. I have called and called and they never do their job. I have asked for a supervisor on multiple occasions and the refuse to connect me with one. I need help in getting a resolution.
      Just recently after the wire was cut again, the technician ran the wire through my trees and through TWO of my neighbors trees. This is not safe. The landscaper could get decapitated or my neighbors 2 year old child could get hurt.
      This needs to be fixed ASAP.

      Business Response

      Date: 06/12/2024


      Thank you for passing along the concerns expressed by ***** *****, and we apologize for any inconveniences they may have experienced.  A credit in the amount owed has been applied to *****'s account and we consider this matter resolved. Metronet appreciates having ***** as a customer and we consider this matter resolved.

    • Initial Complaint

      Date:06/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up for Metronet on 4/24/24 and have not received services yet. My initial installation was 5/1/24 to which they came out and installed the line, drilled a hole in my wall and installed the modem and router.

      There was something wrong with the terminal outside because the tech was not getting a signal inside for services. I was told someone would be out to fix it soon and no one has.

      I called them again on 5/31 and they told me services should be good. I told them I still have not had anyone come out and fix the installation. A tech came out on Sunday 6/2 and told me the terminal was broken outside which I already knew. He said someone should be out to fix it.

      I can’t speak to a supervisor when I call and was told a supervisor would call me back in 48 hours which still has not happened. Please help.

      Business Response

      Date: 06/12/2024


      Thank you for passing along the concerns expressed by Mr. ******** and we apologize for any inconveniences. 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: 06/13/2024



      Complaint: ********



      I am rejecting this response because: yes I spoke with them but the matter is not resolved. I was just told that when the issue is fixed I would be receiving a phone call to set up services again. The same thing I heard all the month of May. I have asked for a supervisor to call me and I still have not received a call so honestly nothing has been resolved but deflected. 



      Sincerely,



      ****** ********

      Business Response

      Date: 06/18/2024


      Thank you for passing along the concerns expressed by Mr. ******** and we apologize for any delay. 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:06/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Had a temp line that goes through our neighbors line and our backyard installed May 6th. Multiple calls and emails made to get someone to bury the line and keep being told it’s being “escalated”. Asked to speak to a supervisor or manager on 5/29, I was told they would call within 24-48 hours. Same day I emailed requesting this to be address and again “escalated”. I’ve still heard nothing. It’s now been 1 month and nothing has been done. Neighbor kids and my mother in-law have tripped over this line multiple times. Luckily, no injuries yet.

      Business Response

      Date: 06/05/2024


      Thank you for passing along the concerns expressed by Mr. ***** 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: 06/08/2024



      Complaint: ********



      I am rejecting this response because: This has not been resolved yet. I’ve also asked about equipment I returned a long time ago and continue to be charged for, and yet to receive a response.



      Sincerely,



      ***** *****

      Business Response

      Date: 06/11/2024


      Thank you for passing along the concerns expressed by Mr. *****. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the additional concerns mentioned in this complaint.

    • Initial Complaint

      Date:05/31/2024

      Type:Product Issues
      Status:
      Answered
      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've had issues with Metronet since day one install.

      11/24/19 - I initially requested the fiber optic cable run along our deck and out of the way so we could plant flowers and trees in our yard without concern of accidentally hitting the fiber optic line or having to call 811 before even doing something as nominal and non-invasive as doing minor landscaping. They didn't listen and dug a giant semi-circle trench 3"x3" DIRECTLY in the middle of our yard, causing a dead strip of grass that didn't heal up for over a year and made it difficult to develop symmetrical landscaping. I requested a rerun of the line in which they ran along our deck but still swung away from the deck and caused another dead strip of grass on a separate part of our yard.

      Metronet has NEVER hit more than 125mbps downloads on a good day with their "200m" service promised and advertised. Our uploads have never been above 25mbps.

      We've dealt with the overcharging and under delivering since then as there have been no other fiber optic offerings in our area. We had consistent and severe throttling down to 50mbps toward the end of every billing cycle since service start.

      Techs are subcontractors who seem underqualified, incompetent, unsure of their abilities, and not directly affiliated or employed by Metronet, giving the impression that they're not actually dedicated to doing a reputable job or upholding any sort of company policy.

      5/23/24 - Upon attempting to cancel, I've been given the runaround and told initially that I had been given an eero router and mesh network extender. I told the techs who installed the fiber optic I never received or requested that equipment and opted to use my TP-Link Archer A7 that I owned prior to signing up for Metronet. they told me "oh, well then you must have the Zyxel router." Never had that equipment and requested only the Nokia modem that's necessary to accept the fiber optic cable. They're now holding my account hostage and not allowing the cancellation.

      Business Response

      Date: 06/10/2024


      Thank you for forwarding Mr. ****** 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.

    • Initial Complaint

      Date:05/29/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      We had moved and I called to cancel my services because metronet is not in the area that I moved to the guy said to drop the router off at a ups with my account number and they will take care of the rest found out that the only ups that does it is an hour and a half away I called back and they set up for a tech to come pick it up and I told them my new address the tech called and said he would be at my old address to pick up the router I said no it’s at my new address and he said he would have to get somebody from another area to get it that’s been 3 weeks ago and haven’t heard from them and in the mean time they are still billing me full monthly price until they receive the router back.

      Business Response

      Date: 05/29/2024


      Thank you for passing along the concerns expressed by Mr. ***** 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 ************.

    • Initial Complaint

      Date:05/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We have had Metronet fiber cable for about a year. We had an internet outage the first week of April 2024 and we called Metronet. A technician came out in a couple days, determined that the fiber cable between our home and the junction box had failed and he replaced the line. He said the line would be buried in a few days. Today is 5/29/2024 and the cable has still not been buried, although I have communicated with the Metronet customer service 3 times over the last 2 months! Each time I was told that "the ticket will be escalated to urgent."

      Of interest, my next door neighbor had Metronet installed a few weeks ago, based partly on my recommendation, and he told me his cable was buried within a day!

      The cable goes across our backyard and through part of our neighbor's yard to the junction box. It has been difficult trying to avoid cutting the line with my mower when I cut the grass and on 2 occasions I have had to warn our neighbor's lawn service to avoid cutting the cable.

      Although we have been satisfied with Metronet prior to this, we are now seriously considering going with another internet service provider unless the cable is buried very soon.

      Business Response

      Date: 06/05/2024


      Thank you for passing along the concerns expressed by Mr. ******, and we apologize for any inconveniences they may have experienced. Metronet appreciates having David as a customer and consider this matter resolved. Should they have any additional concerns, We invite them to contact our Customer Service Department at ************. 

      Customer Answer

      Date: 06/05/2024

       

      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.

      I appreciate having the fiber cable buried at last and I look forward to being a satisfied customer of Metronet. 



      Sincerely,



      ***** ******

    • Initial Complaint

      Date:05/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 lines in my neighborhood! While doing so, the water line to my sprinkler system was cut and damaged. I would like them to come and fix it.

      Business Response

      Date: 06/06/2024


      Thank you for passing along the concerns expressed by Mrs. ***** 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: 06/07/2024

       

      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:05/28/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Last summer Metronet dug into my yard and installed below ground lines within 12" of my 4 year old maple tree. Shortly after they completed their project the tree showed stress and the leaves fell off. The tree did not leaf out this Spring and the branches are dead.

      I contacted Metronet regarding the issue. I received an email that I would receive a response from the construction unit within 48 hours. I again reached out after 72 hours and did not receive a response.

      I just want Metronet to replace my 4 year old tree that they killed.

      Business Response

      Date: 06/05/2024


      Thank you for passing along the concerns expressed by Mrs. ****** 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: 06/06/2024

       

      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,



      ***** ******

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