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 Lafayette

  414 N Earl Ave Lafayette, IN 47904

• 

  Metronet

  130 W Tiverton Way Lexington, KY 40503-4421

• 

  Metronet

  P.O. Box 1566 Chattanooga, TN 37401

• 

  Metro Fibernet

  8837 Bond St Overland Park, KS 66214-1707

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:11/09/2023

  Type:Order 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.

  We signed up for Metronet in May 2023, we signed an agreement for the price to stay for 36 mos. Unfortunately, we had issues with the service, it doesn't work for our business. We tried to cancel and was told we had to pat them $4,700.00 to cancel, 60% of the value of the 36 month contract. It does not say that in the contract, I called and was told there is a link somewhere in the contract that takes you to a place where it spells it out. I feel this is deceptive and we should not have to pay. There were two free months at the beginning of the contract that I assumed we'd have to pay but this is unethical. It should have been explained by salesman and outlined clearly in contract.

  Business Response

  Date: 11/15/2023

  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:11/06/2023

  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.

  Ongoing intermittent phone service issues. Phone service disconnects every few hours. System has to be rebooted every few hours for two weeks straight. Local ************ NC Metronet office states it is a software issue with the Nokia device, but can’t resolve the issue. I’m paying for phone service, but I rarely have service.

  Business Response

  Date: 12/01/2023

  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: 12/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The phone service issue has not been resolved. The phone doesn't reset the time or disconnect anymore since the new ONT was installed, but the clarity on my calls is still full of static. I was informed by technical support that this is an ongoing issue for my area. Unsatisfactory. I'm paying for a reliable phone service, not a crackle. When will this phone service be resolved and not ignored?
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 12/19/2023

  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: 12/20/2023

  
  
  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:11/06/2023

  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.

  Account NUMBER: *******
  
  On May 28, 2023 I canceled all subscriber services from Metronet. At the time we were told to return three boxes, which we did on May 31. Ant several weeks later, returned more equipment, per their request.
  
  Over time, we have spoken to 7 representatives, all who spent time trying to figure out the problems, each time assuring us that all equipment was received. Even so, our bill statements reflected otherwise:
  
  Our 5/28/2023 Bill Statement was $186.63 (which was credited on 6/13/2023).
  Our 6/28/2023 Bill Statement was 747.26 for a combination of equipment charges, late fees, and ACH reject fees.
  Our 7/26/2023 Bill Statement was $584.43;
  Our 8/28/2023 Bill Statement was $627..71;
  Our 9/12/2023 Bill Statement was $168.51;
  A 9/19/2023 phone call with a Metronet supervisor said they had charged and refunded different amounts and that everything would be corrected with a zero balance.
  Our 10/12/2023 Bill Statement was $228.51.
  
  I believe our balance is zero, with removal of all equipment charges, late fees, and ACH fees.

  Business Response

  Date: 11/13/2023

  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:10/30/2023

  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 is a company that charges a month in advance for the service and allows cancellations at anytime without a contract.
  
  I canceled my service on 7/30/2023 and returned all my equipment the same day, per the email instructions I received. I continued to receive bills by email and mail stating my service would be disconnected, the first notification stated $85.53. I responded back via email and also contacted customer service via phone and the last time August 30 I thought it was corrected, since they acknowledged receiving my equipment and also stated I possibly would get a refund. Now I’m getting past due notice of $48.32, stating if my service has been disconnected and will be turned over to a collection agency.
  
  I’m at my end with trying to get resolution with this company.

  Business Response

  Date: 10/30/2023

  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: 10/31/2023

  My address is *** ******* ***** ******* *******

  Business Response

  Date: 11/06/2023

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

  Customer Answer

  Date: 11/07/2023

  
  
  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:10/24/2023

  Type:Sales and Advertising 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 salesman approached, offering double internet speed than my current provider, Xfinity, and my 1Gb/s plan with MetroNet's 2Gb/s Fiber Internet network just installed in my neighborhood.
  Advertisements of up to 5Gb/s on their webpage locked me in and I scheduled installation.
  Service installed on 10/23/23. Eero routers included state they are reaching speeds of exactly 2.2Gb/s. Everything looked fine from what the tech was showing me. However, when testing the modem directly, my home is only receiving an average of 986Mb/s signal strength.
  Compared to my previous provider using MetroNet's suggested trial, I am receiving lower speeds with Metronet's advertised 2Gbps plan with a result of 756Mb/s, than with my previous ISP's 1Gbps plan with a result of 1.2Gbps. when contacting MetroNet, I was repeatedly transferred between the Retention Department and Technical Support, both suggesting and admitting that their marketing is flawed that the speeds with the equipment they provide can only reach a maximum of 1Gb/s, and that there is nothing they nor I can do to resolve the issue. Technicians frequently hung up when I told them I would like to cancel the service. When my concerns were raised about false marketing claims by their staff, they said they would send someone out tomorrow to remove all the equipment and lines.

  Business Response

  Date: 11/03/2023

  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:10/23/2023

  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.

  Need to finish the installation by burying the fiber optic cable. I was told this was to be done in two weeks from the installation date. I'm now starting my fourth week. I did notice my neighbor had his buried and his installation was a week after mine. what is the problem.?

  Business Response

  Date: 11/03/2023

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

  Customer Answer

  Date: 11/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They did not speak to me about this.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 11/21/2023

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

  Customer Answer

  Date: 11/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:you NEVER contacted
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 12/01/2023

  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:10/16/2023

  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 8/26, I first notified Metronet that I had property damage after their construction crew had installed whatever fibers/wires underground on my property. The construction crew had leaned onto my hand railing leading up to the walk way to my house, and it was snapped off. It was then placed next to the stairs as if to make it look it was not snapped off from the concrete. When two different supervisors came out on 8/30, the construction crew manager was completely unprofessional and claims that the railing was already laying on the ground when the crew got there, and they had propped it up on the stairs so they could work. The second supervisors that came on tat same day, at the same time, told me that he believes that the crew truly did break the railing. He and I then discussed resolutions to getting it fixed in a timely manner as it is now a safety risk. We came to the conclusion that the best option to fix it is to have metal brackets ordered and to use those to anchor the railing back into the concrete. I agreed to this solution as I know it can never go back to looking 100% original without having to completely redo the stairs. That second supervisor called my personal cellphone to advise that he had to order the brackets from a home improvement store and it would take 10 days. I did not hear anything from him until he stopped by my house on 9/19 to advise he was still wanting in the brackets. I have attempted to contact metronet for a follow up and they were not able to provide anything outside of opening up another ticket. I am needing metronet to follow through with fixing their break.

  Business Response

  Date: 10/19/2023

  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: 10/19/2023

  
  
  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:10/03/2023

  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.

  My situation is like some other consumers so I felt like I should also respond. I have never left a bad review about a company. I will start by saying I was approached by a door salesman telling me everything you would want to hear. Better price, free install, and 30 day free trial. All a lie. Contractor shows up weeks later to install devices. Hard mounts outside and inside devices making holes in outside vinyl and inside Sheetrock. Red flag for a free trial. He could not sync landline phone and said he would have to come back next day. His supervisor on phone says he would not and to take him off speaker phone so my wife could not hear him . Ok. He left that evening, left my crawlspace open where a ferrel cat came in and had to flush out before I closed it up at midnight. Left all my phone boxes ect attached to my house open. Day one kids gaming said they were lagging. Day 2 called to cancel free trial which later I’m told it’s not a free trial.. I disconnected and deleted phone app. Spoke to several reps never to get there last name and supervisors never to call. Finally got schedule to pick up equipment. This guy shows up who says he dose t have a tech ID picks up equipment. Ok. He said call customer service. Spoke to a **** from ****, that’s all I got says it’s noted and no bill will be sent and to call spectrum to purge number back, only to find out somehow someway it got deleted. Repeat I turned this service off after 1 day. NOw today I receive a bill in mail for 132.00 after being told I would not rec a bill. Talked to another one name lady and she said a superv said to credit me 82.00. I Feel as many do in my neighborhood that this is a big business scam. Now if I don’t pay they will probably send to collections or scar my credit, not to mention the cost of replacing vinyl siding and Sheetrock repair and painting. From day one this has been one big lie and no one that has any authority will reply.

  Business Response

  Date: 10/09/2023

  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:10/02/2023

  Type:Sales and Advertising 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 signed up for a "free" month of service. After I signed up I was told installation would be 50.00 bit I would get a 100.00 gift card to cover it. Thay never happened. Service e didn't work for half of the first month due to an installation error. After getting it fixed service was about 30% of the advertised speed. I didn't reach out about this right away until I got a bill for the equipment and a cancelation notice. Zero communication by phone. I had to do everything by text. And when I did the customer service representative had no empathy and said there was nothing that could be done about what I owe and since I hadn't paid didn't qualify for the gift card. So since I only received half of my free month and 30% of the advertised speed I don't think it's right to have to pay for all they are charging me.

  Business Response

  Date: 10/05/2023

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

  Customer Answer

  Date: 10/08/2023

  
  
  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:10/02/2023

  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 writing to express my extreme dissatisfaction with the service I have received from Metronet's internet provider. I initiated my service with Metronet over a month ago, and I am still facing a major issue that has not been resolved despite my numerous attempts to seek assistance.
  
  The issue revolves around the cable installation that was performed in my front yard to connect my residence to the Metronet network. During the initial installation, I was informed that the cable would be buried within two weeks for the sake of aesthetics and safety. However, it has now been more than a month, and the cable remains exposed in my front yard, causing severe inconvenience and frustration.
  
  I have taken the initiative to contact Metronet through both phone calls and email correspondence on multiple occasions to report this issue and seek a resolution. Regrettably, I have not received any satisfactory response or action to address this problem.
  
  The unburied cable not only disrupts the appearance of my property but also poses safety concerns. This situation has made it increasingly difficult for me to move freely within my front yard and has become a significant inconvenience for my daily life.

  Business Response

  Date: 10/04/2023

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