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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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Metronet has 16 locations, listed below.

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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:05/28/2025

      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.
      Business has left unsafe very dangerous cables /wires out for someone to trip...outfront on lawn by my home ...these wires has been here for over 4 weeks!
      The company nesds to remove them immediately

      Business Response

      Date: 06/03/2025


      Thank you for passing along the concerns expressed by Mrs. ***** 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: 06/03/2025



      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:05/27/2025

      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.
      Metronet keeps texting me via SMS and every time I select STOP. But they keep intrusively texting my number. That violates the FCRA and the FCC rules and regulations.

      Business Response

      Date: 05/29/2025

      Thank you for passing along the concerns expressed by ***** ********* 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: 06/02/2025

      Metro net sent me another text asking for payment again after they said they corrected not sending text.  So, again, I replied stop.  The very next day, they sent another text.  They are telling me and the BBB what we wanted to hear while still doing the same thing that triggered the original complaint.  Is that clear?  The image uploaded was the text sent.  Even after I made a payment.

      Business Response

      Date: 06/06/2025


      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: 06/19/2025

      I e responded see every time.  This is what you guys do.  They still sent me text and when the time comes I am sure they will send payment reminder sets.  Violating the FTC and The FCC rules.  I’m in co tact with both since I k ew your org would do this.  You do t help.  You sell our information since we have to give it.  I created the email address just for this issue.  Already getting junk mail.

    • Initial Complaint

      Date:05/27/2025

      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 have been sent a bill, and a "final letter" before I am turned over to collections. The amount is for 5.15. I have never used Metronet for any service - never hooked up, never scheduled for hookup, no equipment issued to me.

      Business Response

      Date: 05/27/2025

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

    • Initial Complaint

      Date:05/20/2025

      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 reached out to Metro Net because my bill was going up from $64. 48 to $ 74.48 in March 5th, I spoke to a rep and agreed to keep my statement for $ 64.48 becuase of hardship. March, April and May I paid $ 64.48 and today I received a statement again for $ 74.48. Again, they spoke they will keep the billing amount for $ 64.48, what happend?

      Business Response

      Date: 05/27/2025

      Thank you for passing along the concerns expressed by ***** **** ****** 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:05/19/2025

      Type:Facilities 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.
      In August of 2024 I started service with ******* **, which Metronet was in the process of buying. Since Metronet has taken over I have had nothing but problems. I moved into a new construction neighborhood and the fiber lines and splitter box were left above ground as my yard was not yet sodded, and I was told they would be back in the Spring of 2025 to bury. Well, they came out, buried part of the line, left it above ground all along mt house, and left the black splitter box sitting on top of my lawn in the middle of my yard which is a hazard. I have called multiple times to get this buried, and I am given a case number, told I will be contacted in 24-48 hours and someone will be dispatched to fix the poor job that was left incomplete. It's been weeks and nothing has been done and no one has contacted me.

      Business Response

      Date: 05/19/2025


      We appreciate ****** ***** 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: 05/19/2025



      Complaint: ********



      I am rejecting this response because: I provided you the Ticket number from Metronet which was ********* which has all of my information associated with it.  When I called Metronet today I was told this ticket had been closed even though you never contacted me and never came to my address to bury your fiber cable or splitter box.  I am not going to post my address online.  



      Sincerely,



      ****** *****

      Business Response

      Date: 05/23/2025


      Thank you for passing along the concerns expressed by ****** ***** 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: 06/05/2025



      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:05/19/2025

      Type:Sales and Advertising 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.
      The original promotion was given to me from ***** ***** on behalf of metronnet. It stated by joining , I would receive a 200.00 visa card. But the card I received was for just 100.00. I want what was promised me , no more , no less

      Business Response

      Date: 05/21/2025

      Thank
      you for passing along the concerns expressed by ****** **** 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:05/14/2025

      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.
      They were installing fiber internet in the area on 5/8. The fence gate they were entering and exiting through was working normally on 5/7. We arrived home and found a fence piece broken and the gate the latch is on pushed back significantly, no longer in alignment with the neighbors fence and making it very difficult to close. It takes a lot of force to close it now so a child no longer can use it. Reached out to two individuals. Both blamed the wind for the fence breaking even though it was not very windy that day. They said that I can’t prove that they broke the gate so they won’t fix it. The second gentleman hung up on me and said it’s not his problem.

      Business Response

      Date: 05/21/2025

      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:05/14/2025

      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 sold my house in January and for 5 months I’ve been trying to return the equipment so I stop being charged for internet I do not have. I’ve called multiple time. I keep getting told I will get an email with instructions but I never receive the email. I want the email sent asap so I can return the equipment and I want my 5 months returned to me. The system will show internet has not been used since January. This is completely unacceptable!!!!

      Business Response

      Date: 05/23/2025


      Thank you for passing along the concerns expressed by ***** ********** 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:05/14/2025

      Type:Sales and Advertising 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 is promising a $100 Amazon gift card after two months of service. I have been with Metronet for approximately 6 months. I have called them twice to inquire when I should get my $100 card. I was told that I should have received it by now and I should be getting it soon. I still haven’t received it

      Business Response

      Date: 05/23/2025


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

    • Initial Complaint

      Date:05/12/2025

      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.
      Metronet ran a cable across my yard to my next door neighbor who is a Metronet customer on April 7, 2025. They then draped the cable across the top of my fence. Then left.
      I opened a ticket with them (********** reporting the unburied cable.
      Since then I have contacted them multiple times: 4/9, 4/15, 4/16, 4/17, 4/23. I was told each time that the ticket was escalated but received no feedback or follow up.
      Supervisor did come out on 4/24 and said he would have cable buried that day or next. Nothing happened and no response from him.
      Spoke with supervisor again on 5/2 and he said he would again check into and let me know. Again no call back. J*** is the supervisors name. Spelling of name may be incorrect.
      On 5/5 left message with J*** and never received call back.
      On 5/7 spoke with J*** and did receive callback informing me that he was waiting on an update from 'locate' and would call back. Again no call.
      It has now been over a month and cable has not been buried.

      Business Response

      Date: 05/13/2025


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

      Customer Answer

      Date: 05/25/2025

      The day I made the complaint; the cable was buried. It's too bad I had to go this far to get the problem resolved.

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