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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/22/2023

      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.
      Signed up for new Metronet service (1GB speeds) on 11/9/2023 which came with free EERO 6+ routers. By 11/14/2023, post installation, we were already experiencing slow internet speeds and complete outages. Had technician come out and tell us Metronet only guarantees speeds of 1GB coming to the main Modem box in the house, but do not guarantee same speeds to individual devices. Prior to Metronet, we had *** ************** 500 MB/s speeds. We had EERO 6 (not 6+) and they were compatible with up to 550MB/s speeds and despite leaving ***, we would get at least 450-500 MB/s on most all wifi devices, most of the time. As of today on Metronet's system, 1GB comes to the house if we hard wire, but average between 150-400 MB/s wifi speeds on the same devices as we had previously on ***. After researching online, NUMEROUS customers are complaining about Metronet's slow speeds despite paying for 1GB speeds. Metronet advertises 1GB speeds but makes no mention (unless in fine print) that they only guarantee speeds of 1GB coming to the house. Customers however reasonably assume we will receive 1GB speeds (or at least closer to that speed than what we currently receive) and it is a reasonable assumption. We are paying for 1GB speeds and are barely receiving 30% at best of those speeds.

      Something's gotta give here. When a company like Metronet advertises about how great fiber optic is and how much faster speeds are with their company versus our current company (***), then it should be reasonable for a customer to EXPECT to receive speeds greater than we received on our previous internet provider, hence the reason we left them in the first place.

      If speeds come to the house at 1GB but immediately receive slower speeds while *in the same room as, and within view of Metronet's new equipment* then maybe the free provided networking equipment is not good or quality.

      We demand speeds much closer to what we pay for. Full stop.

      Business Response

      Date: 01/05/2024

      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:12/20/2023

      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.
      Metronet caused damage to my property

      Business Response

      Date: 01/03/2024

      Thank you for passing along the concerns expressed by Mr. ********** and we apologize for any confusion. We are working to resolve this as soon as possible. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

      Customer Answer

      Date: 01/11/2024



      Complaint: ********



      I am rejecting this response because: I contacted your business the day your company vandalized my property. A ticket was opened and not a sole has contacted me to remedy the problem. I want my lawn and cable line repaired immediately. I will be filing a vandalism case with the local police department if nothing is done within the next 7 days. 



      Sincerely,



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

      Business Response

      Date: 01/15/2024

      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:12/15/2023

      Type:Billing 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.
      My name is ****** and I’m contacting you all because my internet services were interrupted. I made the payment and my services were refused to be restored by your customer service agent named ****** on 12/14 @ 8:35 pm cst. She said a prior payment didn’t go through before and my ACH was rejected however, I have proof of the days I made payment and proof on my bank statements of the payments being processed and the date they were processed via ACH! I never received any rejections. I work from home and it is detrimental to my work for internet service. And to be told she WILL NOT restore my service was unreasonable, and unprofessional. And I am consistently being overcharged every month for a internet service that constantly have disruptions and never receive credit for the time I’m out of service! I also am supposed to only be paying $62 a month but some how they keep charging me over $90 every month even with my affordable connection approved through the government!

      Business Response

      Date: 12/15/2023

      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: 12/18/2023



      Complaint: ********



      I am rejecting this response because: 

      The issue of my being over charged for more than 5 months. My bill should have never been over $80 EVER, especially when I’ve had affordability assistance through government for a year. I would like to receive credit owed from over paying. And they recently called and said they would get this fixed and my bill shouldn’t be over $68 a month, but I just sent a screenshot that that is NOT TRUE. I just paid them $130 for a $84 bill! And there is no credit? 



      Sincerely,



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

      Business Response

      Date: 12/20/2023

      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: 12/21/2023



      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:11/28/2023

      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 signed up for Metronet internet service. Appointment December 2. Immediately after I received my appointment I attempted to cancel as I no longer wish to have internet installed. However every mode of cancellation has been shut down. The text message says reply cancel if you do not want your appointment - I chose cancel and it said I need to call. I called last night and a message played that no one was available to take my call. I texted in to speak to an agent and the message said this cannot be handled by text. I called today and waited on hold for over one hour to speak to someone before I finally disconnected the call. I do not want this service and there is no reasonable method for me to cancel and not incur charges. This is a horrible customer experience and feels like the business is holding me hostage by not allowing me to cancel. Why is it this hard?
      The resolution I want is a confirmation that my appointment has been cancelled and I want confirmation that I will not be charged for any services.

      Business Response

      Date: 12/01/2023

      Thank you for forwarding Ms. ****** 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:11/21/2023

      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.
      Metro net replaced a cable over 10 weeks ago and have not yet buried the cable. I have had my yard spray painted on 3 separate occasions by utilities locating services with the associated wire flags. Have contacted metro net on 5 separate occasions and the cable is still laying on top of my yard.

      Business Response

      Date: 11/21/2023

      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: 11/21/2023



      Complaint: ********



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



      Sincerely,



      ***** *****

      Business Response

      Date: 12/04/2023

      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:11/17/2023

      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.
      Where do I begin!!! Since being a customer I have had on and off issues with my internet service. For the past 3 weeks I have had spotty service and it’s because the terminal needs to be repaired. I have been told this from the very beginning. The splitter needs to be replaced or the entire line in the ground needs to be replaced. Metronet is stalling because the entire neighborhood needs to be brought offline to repair the line. The costumer service is horrible I’m talked down to and made to feel like a liar. It’s so frustrating I just want service that works. I pay almost $70 a month for spotty service. I just want it fixed so that I can continue to work from home and enjoy watching tv. Please help me!!!

      Business Response

      Date: 12/01/2023

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

    • Initial Complaint

      Date:11/15/2023

      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.
      My husband died 6/5/2023. I have been trying to get the account put in my name since July. Each time I call I am told they do not have the documents they require. I have sent the documents three times and am told they have not received them. Clearly there is an issue on their side and I find it unacceptable that I have to continue to deal with their internal issues. I have done everything I have been asked to do and provided all documents requested. I think it is deplorable that while going through the grieving process I continue to have to deal with the company’s incompetence

      Business Response

      Date: 11/15/2023

      We appreciate Ms. ******* 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: 11/16/2023



      Complaint: ********



      I am rejecting this response because: I am providing the requested information. Address is ***** ****** **** ********** ** *****




      Sincerely,



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

      Business Response

      Date: 11/22/2023

      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: 11/24/2023



      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:11/15/2023

      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.
      This company is tearing up every bodies lawn in my neighborhood to install internet nobody wants. How come I wasn’t asked? It’s my property. How is it legal to do this without the homeowners permission?

      Business Response

      Date: 11/15/2023

      We appreciate Ms. *** 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 ************.

    • Initial Complaint

      Date:11/14/2023

      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.
      Called to cancel service due to moving to a new city. The representative did not tell me the equipment return date would be our cancellation date. I received another bill for September and have not lived at the old address since 07/30/2023. When I called about the past due notice I was told the least they could due was back date my bill to 09/23/2023. The rep apologized repeatedly for the prior reps miscommunication. When I ask what the total included, the rep hung up on the call.

      Business Response

      Date: 11/22/2023

      Thank you for forwarding Ms. *******'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:11/13/2023

      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.
      Metronet installed cables in my neighborhood and their truck hit my mailbox and garden planters demolishing them causing property damage. I had no mailbox for 8 weeks, had to use a plastic box. They made me fix it all myself and said they'd reimburse me. I have contacted customer service multiple times and sent receipts to the ******* manager at ************ who claims to send me a reimbursement check but nothing has been received and I am tired of asking and tired of calling. Customer service emails me asking for a rating on their service and ceases to respond back, does nothing. Horrible customer service at all levels. Property damage occurred on August 14th 2023

      Business Response

      Date: 12/04/2023

      Thank you for forwarding Ms. ******* 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.

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