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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

    • 323 total complaints in the last 3 years.
    • 111 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/08/2024

      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.
      Metronet and their subcontractors dug holes in my property yesterday and left without placing areas where they dug in original condition. They did spread an unknown variety of seed and place hay on top which wont grow in the dead of winter. They did not water their seed.

      Request Metronet and/or their subcontractors place Centipede Sod and only Centipede sod in the bare areas they created. There are seed stores and Centipede Sod farms in the ************, NC area that sell Centipede Sod year round.

      Business Response

      Date: 02/09/2024

      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:02/04/2024

      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.
      I had to move out of state in 2022 and tried to cancel their service. They would not without return of the equipment which is $150. In June of 2023 I found they were still charging me for services through autodraft so I called the bank to not allow. They have sent invoices to my email continuously charging me a monthly fee for services they are not providing.. and now say I owe them money.. even though I have not ‘paid’ them is 6 months .. they refuse to stop sending me invoices or charging me. I asked for them to stop charging me and to disconnect services. They refuse. I really need help and my money back

      Business Response

      Date: 02/13/2024

      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: 02/14/2024

      This is a copy of the eviction notice I got for August of 2022. It proves I was not in the house at that address receiving service from the months of Sept 2022 to June 2023, while they were billing me and taking money out my account. They cleared the ‘owed’ amount but her supervisor refused the refund. I do think they owe me a refund for these services and I sent them many emails and recently sent this in. I think they can do better 

    • Initial Complaint

      Date:02/02/2024

      Type:Customer Service 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.
      I had expressed interest in Metronet's Fiber internet service about two years ago when they had sent out a notice that they would be coming to my area soon.

      Again, that was two years ago.

      I had not given them any other information, nor had/have I contracted with them for service when they finally completed the build out to my neighborhood in the last month or so.

      Their aggressive sales tactics (dozens of text messages and calls per day from various "independent" sales reps) culminated in one of those same reps pulling up in my driveway yesterday and knocking on my door (while he ignored the prominent "No Soliciting" sign right next to the door).

      He had my personal information with him, and asked me when I wanted to schedule my installation, and I told him in no uncertain terms that I WAS NOT interested.

      Now, roughly 24 hours later, I just received an email from Equifax stating that Metronet had attempted to access my credit report.

      This has to be the most aggressive, unprofessional, pushy company I have ever had to deal with.

      I will be referring the unauthorized attempt to access my credit report to the NC state authorities.

      Business Response

      Date: 02/07/2024

      Thank you for forwarding Mr. *****'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: 02/08/2024

       

      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:02/01/2024

      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.
      Metronet dug large holes in my yard, ruining my grass. I am not even a Metronet customer!

      Business Response

      Date: 02/08/2024

      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:01/23/2024

      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.
      They will not disconnect my service until after their stuff is returned!! The services does not work I had numerous techs out here and said nothing was wrong! But I couldn’t use a service I was paying for! So I told them to disconnect and they refused because I hadn’t returned their equipment AFTER they put a hole in my wall and won’t come get their stuff that is attached to my house on the outside!!

      Business Response

      Date: 01/29/2024

      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:01/22/2024

      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.
      My wife and I signed up for Metro net 1 gig service for $59.99 a month. 54.99 a month with auto-pay. I am not sure what happened but my bank rejected the auto-pay the first month and I called in and made the payment and was told they were removing my bank information from file so it wouldn't happen again. All of a sudden come 2 months later Our service gets interrupted. They tried to take $79 out of my account that was removed. This was on 12/09/2023. They suspended my service even though my due date wasn't until 12/15/2023. The service rep saw in the notes where there was an issue and that it was in the process of being worked out. They give no notice, no phone call, no email, no text; nothing. They just immediately shut off service and demand a 30$ reconnect fee, and a 25$ return payment fee on top of current charges. and seeing as how my bill was no where near past due, i don't understand how they can have the legal right to even alter service i paid for. I understand the return payment fee to an extent, but service should not be disconnected prior to bill due date and without notification. I Have already paid the full balance and was met with rude customer service and was told they would be canceling my service today. This is poor customer service. You know I run a business could have been a potential business customer as well, but i will be staying with At&T for my business needs

      Business Response

      Date: 01/26/2024

      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 ************.

    • Initial Complaint

      Date:01/08/2024

      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.
      A metronet contractor with a huge vehicle keeps blocking our driveway. My wife asked if he could move his vehicle and he got very rude . This is the second time this has happened. Next time I am calling law enforcement.

      Business Response

      Date: 01/17/2024

      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:01/04/2024

      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.
      Metronet telecommunication company had their ground maintenance crew in my home community area (***********) around October/November 2023 installing their new fiber-optic telecommunications system throughout my home community area. Their ground crew had dug a 24" diameter hole about 24" deep within 24" of all my utility service boxes (electric/cable/phone) which are located in my front right corner of my property. Due to this hole, they have dug to install their telecommunications equipment they have also damaged the electrical power line that services my home. On 09-December-2023 I had lost electrical power to my home. I researched on my cell phone for a qualified electrician to troubleshoot my electrical failure. On 12-Dec-2023 the electrician troubleshooted my electrical power issue. I was informed by the electrician that I was not receiving any electricity to my home. I then contacted my local electrical service company (***) to have a technician come out to my home to see why I wasn't receiving any electrical power. The *** technician verified I was not receiving any power from the service box located in my front yard. He also mentioned that this has been an issue in my home area due to the Metronet telecommunication digging holes and cutting powerlines, internet cables, etc.). So, the technician informed me that Metronet company probably damaged my powerline when they installed their telecommunications box located next to my utility boxes. Plus, the *** service technician informed me that in a week they will repair my ground electrical power wire so I can have power back in my home and they will send the bill to the Metronet company. During this power outage and my home was inhabitable due to freezing temperatures, I stayed in a local hotel from 10-13 Dec-2023. I have attached numerous attachments explaining why I would like Metronet company to reimburse me for the electrician invoice and the hotel receipt, totaling $393.04.

      Business Response

      Date: 01/16/2024

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

    • Initial Complaint

      Date:01/02/2024

      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.
      I had internet service installed by Metronet. During installation, they cut my invisible (underground) fence for my pets. I had to call the company who installed the fence and pay for the repair in the amount of $225.00. I filed a complaint with Metronet who acknowledged responsibility and promised to reimburse me for the repair. Metronet made me submit multiple emails attaching the invoice for the repair but never reimbursed me.

      Business Response

      Date: 01/17/2024

      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: 01/19/2024



      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:12/28/2023

      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.
      We first began our service with Metronet in April 2023. For approximately four months we asked that our installation be completed, but Metronet would not bury the cable as they had promised. Even though they did bury the fiber cable in our yard in August 2023, they did not bury it or elevate it near the connection point for the pole. One time during our initial install a commercial mower service ran over and damage the cable. That caused us to be without service for more than a day. Today, December 27, 2023 a commercial mower service once again ran over a section of Metronet fiber that was laying on the ground in our neighbors yard causing us and many others to lose service. It also caused the mower to stop functioning since the cable wound around the rotating blades. Metronet is not responsive when called, but just has a recording saying they’re aware of the problem. Past experience says that Metronet will not repair anything until the next day or later. This lack of completing the installation is what the complaint focuses on. we hope that the Better Business Bureau can assist us and getting this problem resolved

      Business Response

      Date: 01/02/2024

      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 ************.

    Metronet is NOT a BBB Accredited Business.

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