Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

323 total complaints in the last 3 years.
111 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:03/18/2024
Type:Customer Service 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.
While doing work on their lines todqy March 15th 2024 at around 9oo hours est, in the backyard neighbors yard, an employee decided to throw water and other things at my dog that was behind a 5 foot fence. Then he yelled at my wife to get the ****ing dog inside, and called her a few vulgar words. A police report has been submitted on this incident. The police educated their representative to cease taunting my dog. We were informed they should be out again to bury the drop they placed and would like to ensure upper management contacts us and is on site during this time to prevent further escalation.
Business Response
Date: 03/18/2024
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:03/18/2024
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.
On 3/8/24 at 1031 a Metronet worker came into my back yard. He worked in the box located at the back of my yard and left several pieces of wires, bolts, caps etc. laying in the grass around the box. I let my 5 1/2 month old puppies out in the yard at approximately 3:15. Luckily, I went outside with them because within minutes I noticed them both chewing on the wiring left behind by the worker. I understand one of the little white fiberoptic wires in my puppies mouth is not digestible and can cause severe harm. I'm not sure if any of the wire was swallowed before I got it out of her mouth. The worker also only bolted down 1 of the 4 bolts in the cover laying on my grass. 1 bolt was not screwed in and my puppy later had the bolt in her mouth.
Business Response
Date: 03/18/2024
Thank you for passing along the concerns expressed by Ms. ********* 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: 03/19/2024

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:03/18/2024
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.
I am drafting this complaint regarding the destruction on our property done by the construction group when the layed fiber line. They had no regard for property. We received no advanced notice in order to protect our landscaping. They managed to cut 2 sprinkler lines (that we are aware of). Instead of pulling up, or letting us know so we move our edging they cut out a 3’ piece. Then tried to splice it back in. When putting in their box they removed more dirt than they put back in so now it doesn’t sit with the rest of our landscaping. It also wasn’t tamped down throughout the area due to them having to make repairs. We just landscaped this last fall and made sure we covered all of it with weed block and black obsidian rock. Now some of both are missing. I was also informed the areas dug would have black dirt seed and straw. That did not happen. Those areas are also lower than the rest of our lawn. I can’t imagine what we will find once we turn on our system this year. I was out today and walked around on the rock and sunk up to 4 inches around some of the spots. There was no weed block around some of the areas they filled up low spots with our existing rock that we had the pictures don’t do it justice. Also have several more if needed.
Business Response
Date: 03/26/2024
Thank you for passing along the concerns expressed by Ms. ***** 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: 03/27/2024

Complaint: ********

I am rejecting this response because:
This matter is not resolved. I received a phone call from **** *****. He assured me everything would be taken care of and even asked about where we purchased. I assume they are under contract and all they’re worried about is getting paid by finishing on time. Nothing has been resolved. Nothing has been taken care of. All they did was call discuss what we wanted done and were going to get back to me to schedule it. I haven’t heard a word since. I’ll give them seven business days to make this right and if nothing happens in that time, I’ll be filing complaints with the city, the FCC, the utilities board and consumer protection.

Sincerely,

***** *****
Business Response
Date: 04/09/2024
We have confirmed that the repairs have been completed, and we consider this matter resolved.
Customer Answer
Date: 04/10/2024

Complaint: ********

I am rejecting this response because:
We cannot confirm repairs are complete until the sprinkler system is started up to confirm we have no additional sprinkler line damages. Once that happens we will be able to confirm it is resolved.

Sincerely,

***** *****
Business Response
Date: 04/10/2024
We have confirmed that the
repairs have been completed, and we consider this matter resolved. Should
they have any additional concerns, we invite them to contact our Customer
Service Department at ************.
Initial Complaint
Date:03/07/2024
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 have an order confirmation ****** from July 2022 for 500 Mbps Internet for $49.95, $0 for WholeHome Wifi, and free installation. I reached out three sales people, but they would not honor it. Instead, they steered me to choose inferior service or a higher price, so this is classic bait and switch marketing.
Business Response
Date: 03/18/2024
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: 03/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this billing resolution is satisfactory to me. They offered me a satisfactory rate, but I declined because MetroNet in ******** has slow latency, so it would be a downgrade from *********** ***. ****** ****** was very helpful, so kudos to ******.

Sincerely,

****** ****
Initial Complaint
Date:03/04/2024
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 contractors have been in my backyard numerous times since they began their fiberoptic cable installation in my neighborhood since Fall of last year. It is very nerve racking to see people enter your backyard without letting you know especially since I have a large dog. I work from home and have seen these workers every time they entered my back yard. Honestly I have no dates and time. But it has been at least 6 times. The very first time I scolded a smoker when he threw a lite cigarette in my neighbors front yard. Most people are not home during the day. But I work from my home. Recently I discovered some damage on my privacy fence and I am 100% sure it came from Metronet contractors that used a weight to throw their line through my trees at the fence line. It is all over social media about the damages to peoples property. I had another contractor walking through my front yard on February 15 at 915 am I confronted him in the neighbors backyard. I wanted to know how many times are they going to enter my backyard. Because now I found damage to the fence. Obviously they are careless and need to be watched. He told me to contact a supervisor. I called and reported my damage on February 15 and recived this #. On February 23 I received a call from *** he said he would come by to see the damage at 12 pm, he was a NO SHOW OR CALL, that speaks volumes to a non customer. The least he could have done was call or text. But I get weekly mailers from them and I will never switch my internet service to Metronet. Not in a million years. I would go without first They are terrible communication & fixing their mistakes. I will repair my fence but I will let everyone know the bad side of doing business Metronet and my experience with their contractors. BTW, my gate has a lock on it now and you must see me before entering my backyard. Otherwise you are treaspassing and I have motion cameras. If I catch someone in my backyard without permission I will call the police department.
Business Response
Date: 03/07/2024
Thank you for passing along the concerns expressed by Ms. ******** 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:02/20/2024
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.
Metronet Continues to Charge After Cancellation: Called Metronet to downgrade my service a couple of months ago, customer service representative agreed and never did it. Called Metronet again on 02/16/2024 to cancel the service, the customer service representative confirmed that the service is cancelled, but could not provide a confirmation number. Today I received a bill for Metronet for the full month that is due 03/12/2024, which indicates that it is still active. Went to the metronet website and confirmed that it still shows active. Reporting Metronet's deceitful practice to BBB for resolution and for others to be aware.
Business Response
Date: 02/23/2024
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: 02/23/2024

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:02/20/2024
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.
I have had service with metronet for five months and my internet is shut being shut off monthly a few days before the due date and a 35 reconnecting fee each month even though it says my bill is due on the 23
Business Response
Date: 02/27/2024
Thank you for passing along the concerns expressed by Ms. ******* 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:02/19/2024
Type:Customer Service 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.
Service doesn't meet expectations, customer service is unresponsive or hangs up, and refusal to investigate the issue meaningfully to resolve it in a timely manner.

I want my latency issues resolved and my download/upload speeds what I pay for which is 1Gbps Down and 1Gbps Up. As it is right now, I am getting ~700 down, ~300 Up, and latency of 70+ms to sites and services less than 15 miles away geographically.

Support just tells me to reboot my modem and pushes the blame on my network which I've proven time and again on support calls that it's not my network.
Business Response
Date: 03/05/2024
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 ************.
Initial Complaint
Date:02/19/2024
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 disconnected service with Metronet in July 2023. I received the final bill and paid this, and that closed the account and the balance was $0 and service was successfully disconnected. In December 2023, started receiving random bills again between $13-$15 in the mail and via email. I emailed Metronet and they stated that it was a billing error on their part and that they would correct this. Then January 2024 I received a bill again, called the company and they stated that the account is completely closed and disconnected, but for some reason the billing system has continued to bill me for a wifi extender (this equipment was returned and they confirmed that it was), and this was just a billing error and not something I need to pay. They updated the account and said that they were escalating this to their manager and to the billing department so that they could delete this continuous billing out of the system. Well, guess what, I just received another bill for February 2024 for $13.40. It’s like a nightmare that doesn’t end. I don’t have metronet service and I owe metronet nothing. Their escalations, phone calls, emails saying that they will fix this so that it stops sending me bills hasn’t stopped it. I’m getting tired of it, and need it to end. I’m not going to continue to make monthly calls to them to get this taken care of.
Business Response
Date: 02/27/2024
Thank you for passing along the concerns expressed by Ms. ******* 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: 03/02/2024

Complaint: ********

I am rejecting this response because: It has still not been corrected. I was advised that the bill would say $0 and would be final. It says $11.61. I have attached the photo, so it is still billing me.

Sincerely,

******* *******
Business Response
Date: 03/05/2024
Thank you for passing along the concerns expressed by Ms. ******* and we apologize for any confusion. We have sent them the updated bill and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Customer Answer
Date: 03/05/2024

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.

Sincerely,

******* *******
Initial Complaint
Date:02/15/2024
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.
I have been getting charged for a service that constantly experiences service disruptions. My internet has stopped working repeatedly for multiple reasons directly attributed to Metronets’ service and equipment. I have lost connectivity during classes and while trying to perform work. When I call I am placed on extremely long holds and if my internet begins working again, it is only temporarily. I want my money returned. Metronet is horrible!
Business Response
Date: 02/22/2024
Thank you for passing along the concerns expressed by Ms. ***** 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: 02/29/2024

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,

***** *****

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Metronet is NOT a BBB Accredited Business.