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

  503 N Prospect Rd Bloomington, IL 61704

• 

  MetroNet Dayton

  336 East National Rd Vandalia, OH 45377

• 

  MetroNet Lafayette

  414 N Earl Ave Lafayette, IN 47904

• 

  Metronet

  130 W Tiverton Way Lexington, KY 40503-4421

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:05/23/2024

  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.

  We closed on a home and had Metronet scheduled to install internet service on the same day 5/13/24. The technician (Sub-contractor for **** ***** *****) came out and worked for 6 hours and was unable to get our service up. He stated that there were other issues with the equipment in the neighborhood and someone would need to come out to look at it. We scheduled a follow up at the "earliest time available" which was 5/18/24 (a Saturday, 6 days after initial appointment). The technician (**** ***** ***** sub-contractor) was there for 4 hours. They re-ran all the lines in our home, replaced all splices, and tried several ONT's (modems). They were still unable to get service at this time. He called in a supervisor and they were able to run a temporary line which gave us service. At this point we had 2 lines through our yard. The permanent original line and a temporary line that was providing us with service. On Tuesday 5/21/24 at appx 6:30p we left our home and internet was working at that time. We came home around 8:30p and found our internet was not working. The temporary line was completely removed from our property. It was ripped (not cut) from the box on the side of our house (????). Made another appointment for Wednesday 5/22/24. Technician (Metronet) said he connected the permanent "drop" and everything should work but there's an issue at the terminal as there were 5 other houses without internet. Metronet sent two service trucks to work on the terminal same-day and restored the other customers service but my service is still not connected. I called again and the "earliest" they could come out was Thursday 5/23. We are now 10 days away from our initial install date and we still do not have internet. I am taking off a 3rd day of work to be here for the install.

  Business Response

  Date: 05/23/2024

  
  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: 05/24/2024

  
  
  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. As of 5/23/24, our residence had internet access. 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:05/23/2024

  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.

  We obtained Metronet service on 5/18. On Monday morning 5/20 our service stopped. We called in a ticket and Metronet scheduled a tech to come on Tuesday 5/21. The tech arrived, changed some equipment, inspected the outside equipment and stated it was part of an outage in the area and then left. The outage supposedly ended but we never regained service. We called again today 5/22 and spoke to tech support. They told us the alleged outage was resolved but we still didn’t have service. The customer service agent said the earliest a tech could come out again was next Wednesday 5/29. We said that was unacceptable as we are paying for service we aren’t receiving and our jobs require us to have stable internet service to work from home. We were then placed on hold. They then came back and said someone would be out on Friday 5/24 between 3-5 pm. We asked to file a complaint. The representative paused and said we could file a complaint with him. He then offered us $40. We don’t want the money. We need working internet ASAP. This is unacceptable and our jobs are affected by the lack of service we are receiving.

  Business Response

  Date: 05/23/2024

  
  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: 05/24/2024

  
  
  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:05/22/2024

  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 stayed service may 7th and was advised there would be no fee for the first 30 days. I received a bill 2 weeks later and canceled service. I returned all of their equipment and am told they are missing a erro box. I returned everything except what is outside they are now trying to charge 50 for the install and 150 for the router. First error box now router. Please assist.

  Business Response

  Date: 05/23/2024

  
  Thank you for passing along the concerns expressed by Mrs. ********, 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: 05/24/2024

   
  
  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:05/22/2024

  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 monday May 13 Metronet came to our neighborhood called ********* *******. They started to install cable for Metronet. They dug up our yard by parking on the skirt, digging holes and even getting their water truck stuck in our yard and had to be pulled out. We have piles of dirt, wires, steel pole, and big ruts in our yard. We want our yard repair back to the way it was before they came. Very unhappy, ****** ******* **** ********* *** *** ****, NC *****

  Business Response

  Date: 05/23/2024

  
  Thank you for passing along the concerns expressed by Mrs. *******, and we apologize for any inconveniences they may have experienced.  We have spoken directly with them and consider this matter resolved.  

• Initial Complaint

  Date:05/22/2024

  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.

  Metro-net laid cable in our area and dig up my lawn. They used heavy machinery they did fill and seed but the area where machinery was used has compacted the soil and no grass can grow. This has left bald spots in my lawn.
  I expect them to repair it which they have refused.

  Business Response

  Date: 05/28/2024

  
  Thank you for passing along the concerns expressed by ****** ******* 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:05/21/2024

  Type:Product 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.

  The week of April 29, 2024, I noticed MetroNet on our property marking lines. Through out this week, I experienced daily interruptions to my wi-fi, which is through Xfinity. These interruptions usually lasted up to an hour. I work from home as a pharmacist, and have multiple specialty requirements that must be met in order to fulfill my duties properly. One of these being a high level of protected wi-fi access. Each time my wi-fi access went down, I had to reach out to my boss to explain. Small disruptions are understandable especially given we work from home, but daily interruptions is highly unprofessional and disrupts the flow of work within my department. As I am solely paid for the hours I work this forced me to have to work after hours to make up for time down. This was not a big deal given we are talking 30 minutes to an hour daily, but when they cut my Xfinity line on 5/2/24 and did not knock on my door to explain or offer any type of help in getting this fixed with my actual provider is where this became a big problem. For starters, they were installing lines for my neighbors address, **** ***** **, but when they knowingly cut an AT&T line, they did not even do the bare minimum due diligence of informing me leaving me without wi-fi from 430pm on 5/2 until Xfinity could come out to repair the line. My neighbors called Metro that evening to explain the situation as we had to get with Xfinity. We are grateful that Xfinity was able to get someone out the next day after escalating the situation due to losing a whole days pay if not. Xfinity also created a ticket with Metro to recoup their costs for the repairs and to bury the lines again. We also created a ticket with multiple calls (8 calls so far) to Metro with promises of an escalated ticket and supervisor calling us back. All we have asked is for 3.5 hours of missed pay to be reimbursed although the amount of time spent calling them every day and put on hold and lied to should be worth reimbursement as well.

  Business Response

  Date: 05/29/2024

  
  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: 06/13/2024

  Payment has been received. All issues are now resolved and Metronet did their do diligence to help fix the problem. Thank you for your help in getting this positive outcome with Metro net

• Initial Complaint

  Date:05/16/2024

  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 came into our neighborhood to install new fiber lines. They never noticed any of the residents. When they came into our yard, they damaged my sprinkler line. I contacted Metronet regarding this. They came out and acknowledged they broke it. They attempted to fix it, but their fix failed. I contacted them again and they acknowledged that it was still broken. I have called the company repeatedly and ensure me that someone is going to contact me, but no one ever does. I still have a broken sprinkler line and my lawn is dying as a result of this.

  Business Response

  Date: 05/23/2024

  
  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:05/16/2024

  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 cancel my service at Feb 2024, but metronet did not cancel my service and keep charging me service without send notification. I discover it by receiving a mail.

  Business Response

  Date: 05/23/2024

  
  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: 05/24/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i call them several times. The issue is still not addressing. I will accept until the issue is totally resolved not working on it. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 05/28/2024

  
  Thank you for passing along the concerns expressed by ******* **** , 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: 05/29/2024

   
  
  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:05/15/2024

  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 is installing fiber internet in our neighborhood. They installed a 3ft by 2ft box in the very middle of our front yard that looks like a tombstone. While it seems that they are legally able to do this, good customer service would have involved attempting to place the box in a less conspicuous location. Now we have an eyesore in the middle of our yard that reduces curb appeal and thus reduces the value of our home.

  Business Response

  Date: 05/15/2024

  
  We appreciate Mr. ******* bringing this concern to our attention.  In order to better investigate and determine next steps, we are asking for the pertinent address so we may further review and investigate.  If there are questions or if they would like to discuss further, we invite them to contact us at ************.

  Customer Answer

  Date: 05/16/2024

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

  In the time since I filed the complaint, MetroNet came to our home and recognized the problem with the location and size of the box. They then relocated the box and used a smaller version. This was a satisfactory response. 
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:05/13/2024

  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.

  A door to door salesman came to our house selling a new fiber internet service. He convinced me to sign up by telling me that I could keep my old service and try metronet for 3 months and get a free $200 visa gift card. That way I could try both my current service and theirs and if I didn't like it, I wouldn't be out any money because of the $200 gift card. After 3 months, I cancelled metronet and not only did they continue to charge me, they never sent me my $200 gift card. Today, I spoke with their customer service to address the overcharges and asked when I would be getting my visa giftcard. They told me that I needed to have the service for 2 months at FULL price and keep the plan for a year or I wouldn't be eligible. My first 2 months were discounted, so apparently I didn't qualify.
  
  Clearly, the salesman was intentionally misleading me to sign up to get his numbers up. Customer service refused to address that the saleman told me otherwise and ended the conversation.

  Business Response

  Date: 05/17/2024

  
  Thank you for passing along the concerns expressed by Mr. ******, and we apologize for any inconveniences they may have experienced.  A gift card in the amount requested has been applied to ******s account and we consider this matter resolved.