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:09/27/2023

  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.

  On 9/24/2023 I received an email stating my bill was due 9/29/23. I am a teacher and get paid 1x a month so it was actually perfect timing. The next day I get home from work and my internet is disconnected and suddenly I owe 35 more dollars than the email I received and no one at metronet will help me or quit being snippy about my questions like it's my fault. I opted for paperless bills and I have yet to find a bill that tells me they are cutting off my internet on 9/25/2023.

  Customer Answer

  Date: 09/29/2023

  They settled my complaint. 

• Initial Complaint

  Date:09/26/2023

  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.

  Metronet installed fiber optic in our neighborhood and on our street the week starting 9/18. They put leaflets in everyone mailbox (screenshot of leaflet provided below) clearly stating that if you signed up prior to 9/30/23, you would receive a $100 gift card for the $59.95/ month speed for 1GB fiber internet.
  
  I went online to Metronet.com and signed up for the service. Paid the charges due immediately, and at that point I was told that the gift card would not be honored because the promotion only goes through 9/30/23, and my installation of the service wouldn't take place until after that. So I let the customer service reps I was talking with know that Metronet mailed these leaflets to everyone in our neighborhood at the exact same time as they were installing Metronet fiber in our neighborhood, expressly for the purpose of enticing new customers (such as myself) to sign up for the service. I fully understand that installation of course wouldn't take place for possibly a few more weeks due to the fact the crews were still physically installing the fiber network in our neighborhood. However, because I was charged in full for service and was now a paying customer with an account with Metronet, that should qualify me for the promotion, per the leaflet. The person I spoked to at Metronet absolutely refused to ask anyone else above her to answer my question and address my concern, and I was forced to cancel my service because she kept saying how I am not eligible for the gift card promotion.
  
  A few days later I spoke to someone else at Metronet and let them know about my horrible experience with Metronet losing me as a customer before my service had even been installed, over a gift card that they promised new customers. Another customer service rep told me that actually the gift card eligibility is tied to new accounts, not installation date. Proving that I was correct to begin with, and had canceled my service a few days earlier for no reason.

  Business Response

  Date: 09/27/2023

  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:09/26/2023

  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.

  In July 2023, we did not have service, even though we were paying for service for about two weeks. We kept on having technicians come out without any resolution time was taken off work to meet these technicians because somebody was required to be home over the age of 18 multiple times the technicians would come out and not solve the problem. After the problem was solved they said they would credit us a month of service for the inconvenience. This was never done. Half of the amount of the bill was credited for the month. Even though they promised the whole month for the inconvenience, I understand we didn’t have service for two weeks so I said hold on that and didn’t complain. Now, our bill went up by $10 for no reason I called an agent and they claim that we had signed up for faster Internet and then when we did a speed check there was no fast Internet. So, now we are paying for fast Internet, even though we don’t have it. I have tried calling multiple numbers to reach a billing agent to resolve this, and I am unable to get a hold of anyone. Now, I will have to look for another Internet provider.

  Business Response

  Date: 09/29/2023

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

• Initial Complaint

  Date:09/22/2023

  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.

  8/22/23 Line Bury Crew completed the job. I attempted to log back into work and had no internet connection. Called Metronet, they said fiber was broken and needed to be repaired (ticket #*******).
  
  9/8/23 Line Bury #2 3:30pm Right after the technician left, had little to no water pressure. He had hit a line. Metronet advised me to call the city to make the repair and they would bill Metronet directly. Created a ticket and a metronet supervisor would be in touch within 24 hours. Around 10:00pm: the city worker showed up for the emergency call. He confirmed the broken water line and advised because it was on the utility easement I would have to call a plumber. 10:30pm: I called ***** ******** who came out 8:30am Saturday 9/9 made repair with cost to me of $543.38. 9:07am: Called Metronet while plumber was here to give update - My original ticket from Friday had been created incorrectly and was closed. New construction ticket (********)
  
  9/11 10:25am: Spoke on phone with ***** ******* (Metronet construction manager). Advised I was seeking additional compensation for my time and the inconvenience beyond the reimbursement for the repair. Plus the increase in my water bill.
  
  9/12/23 9:30am: Mr. ***** ******** subcontractor manager brought check for reimbursement for plumber repair. Subcontractor has fulfilled their obligation to me.
  
  9/12 8:46pm Final email sent to [email protected] reiterating what I was seeking additional from METRONET. No response received
  
  9/18 11:46am Text Mr. ******* advising of my email (and to please review it) and how I have received no response. 5:43pm he respond with "Sorry for the delay, but yes I added the free month from metronet"
  
  Mr. ******* didn't read my email and Metronet has not responded to any emails sent.
  
  To quantify time I spent obtaining resolution approximately 22 hrs x $25.25/hr
  = $555.50. Please see my attached last email to metronet for my breakdown of this Additional Compensation Request

  Business Response

  Date: 10/04/2023

  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: 10/05/2023

  
  
  Complaint: 20638853
  
  
  
  I am rejecting this response because:

  I am not satisfied with their lack of effort to offer a satisfactory resolution. 1 month of internet free is not sufficient for my time spent dealing with this and the errors made by their customer service team. I went 16+ hours without water in my home because Metronet customer service didn't handle my call correctly. I also missed 2 hrs of work. They are giving new customers $100 gift cards just for signing up, but can't do anything for already established customers they have inconvenienced and caused issues for. Metronet did not even make an effort, didn't take any accountability, just deferred everything to their subcontractor.

  My dissatisfaction was expressed in the email communication to ***** *******, they just consider it closed because they refuse to do anything more. My install fees weren't even completely reimbursed. And since submitting the complaint, I also had a 14+ hour internet outage (on 9/25) - nothing offered to us customers for that either.

  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 10/10/2023

  I reached out to the corporate office last week. ***** ******* followed up with me today and provided a satisfactory resolution.

  Thank you!

• Initial Complaint

  Date:09/21/2023

  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.

  We were offered 100.00 gift card and 3 months of trial service for absolutely free. 1 week later I received a bill stating I owed them 170.00 but the free gift was applied. I canceled immediately and they installed. They did so when my underage son was home and I was at work. Drilled big holes in my house. I've called 11 more times and they keep sending bills. Every time I call or email the assure me a supervisor will call me back. I have yet talked to a single person who can help.

  Business Response

  Date: 09/26/2023

  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:09/20/2023

  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.

  I cancelled my service with Metronet. I was told that the cancellation would be effective the day I returned the equipment which was 8/22. I assumed everything was ok until I received a bill for continuing service on 9/5. I called that night and was told I hadn’t returned a router. We never took a router as we had Google Wi-Fi router. I asked for the service to be cancelled and to discuss the router issue. I was told only a supervisor could do that and they would call in 24 hrs. After no call, I called back on 9/6, I was then told that she would cancel my service effective 8/22 but most likely would be charged a non return fee. She then gave me the customer service email so I could email pictures from 2018 (year of starting service) showing our Google system and pictures of us having to cut the fiber wire to return the box off the wall. On 9/7/2023, someone started engaging me in emails. After I verified my information, they stopped responding. So I called on 9/7, I was told my cancellation would be put in for a second time but only a supervisor could approve and they would call in 48-72 hours. No call happened again. So on 9/13, I called again. This representative said she could cancel it and didn’t need a supervisor to do it. She said my bill would be recycled and most likely get charged a fee for the router. At that point, I just wanted this to be over as each phone call was between 40-60 minutes. I then received an email about my bill. When I checked, I realized that they canceled my service on 9/6 not 8/22 and were charging me for the partial month. I called that night on 9/17 and was told by the rep that a billing adjustment was requested and should be reflected in 48 hours. After that time period, I noticed it had not been adjusted. I called on 9/19/23 and was told too bad that they wouldn’t adjust the cancellation date even though they are charging the fee. If there is a fee, then it should be 8/22 as I returned all the equipment I ever received from them.

  Business Response

  Date: 10/02/2023

  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.

  Customer Answer

  Date: 10/02/2023

  
  
  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:09/20/2023

  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 signed up for a promotion for new Metronet service for $59.95 per month. After using the service for awhile I noticed an extra charge of $12 per month along with the promotion price. I called about this fee and two customer service representatives said this is a tech fee that is non-negotiable. Basically I pay for tech support whether I need it or not. I asked to opt out of this fee and they said it’s not possible.
  
  So I will have to pay an extra $144 per year. If I stay with Metronet for 5 years that’s $720 that Metronet will charge me for services not rendered.
  
  I am not pleased.

  Business Response

  Date: 09/27/2023

  Thank you for forwarding Mr. ******** concerns and we apologize for any misunderstanding that may have occurred. 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:09/19/2023

  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.

  On September 7, we contacted Metronet, our Internet provider, to inform them that our internet had been out for a week or so. We had been out of town when we confirmed via our Eero App that our house was offline. Saturday, September 9, a tech came out to the house and identified that the issue was with between the terminal and the cabinet. He said that OSP, their contractor, would have to come out as the Metronet techs can't service that. He put in a ticket for supervisor approval to move forward with OSP. On Monday, I called tech support for an update, and was told they'd be out in the next day or two to fix the issue. On Tuesday, I called again, and was told a ticket had only just been filed with OSP and they take 5-7 business days. Metronet has sent several techs out, who all say the same thing as the first tech. We are going on our 3rd week of no Internet and no resolution in sight. Tech support cannot provide me with any escalation points or any reliable timeline on a resolution. I have reached out to tech support at least 1x a day since the first tech came out on the 9th, they are unable to help. I have also reached out via Metronet's contact me form, and have received no response.
  
  I work from home, under the assumption that my Internet provider can provide Internet. So far, we have received a $50 credit towards our next bill, but no ETA on working internet so we'd like to see our entire monthly bill compensated as we've spent the majority of the month without services. I would like for Metronet to resolve the issue ASAP and provide us with a reliable timeline for resolution as well.

  Business Response

  Date: 09/21/2023

  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: 09/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we have not been contacted on how to adjust our billing statement and while we are back online, we were specifically told it was a temporary "bandaid" fix. Our terminal has still not been fixed. I will contact customer service, as the company suggested, but I have contacted them every day for 2 weeks and asked who I could talk to to get this resolved without any suggestions. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 10/02/2023

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

• Initial Complaint

  Date:09/11/2023

  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 scams customers.
  First, I have encountered several billing errors since I started using the service this summer.
  1. My service installation was on June 20th, 2023, but my first billing cycle started June 8th, 2023.
  2. I was away on vacation 7-23 August, 2023 and called Metronet to put my service on vacation - a service that Metronet offers. However, I received a full bill for the month of August. When I contacted customer service today (September 8th), I was told that they couldn't find any record of my vacation request.
  3. The most recent bill I received today (September 8th, 2023) is for October to November service! When I asked Metronet to cancel autopayment before my questions can be answered, they refused to do that.
  Second, Metronet tricked me into a higher paying category. I started the service at 100MB student account of $35 per month in June. In July, I received a phone call from Metronet customers service offering a promotion of 1G fast speed internet. I asked that if I upgrade and regret it, can I go back to my original plan. The customer service person said yes you can go back any time. Then I had to hang up my phone as I had to go to class. A few days later, I realized my plan was automatically upgraded to 1G at $65 per month. I called to have my plan move back to the original category but Metronet refused, saying the lower paying category is no longer available. Since then I have been calling customer service, visiting Metronet office in person, and chatting with customer service online. No resolution has been made.
  This business is a fraud - they take advantage of and trick customers.

  Business Response

  Date: 09/14/2023

  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: 09/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: while the customer service manager ***** **** has been instrumental in resolving majority of the issues including refund, I am yet to get the confirmation that my account is restored to its original status, which is 100MB per month rather than 1G per month. I was promised over the phone that I could switch back to my original plan anytime, when I decided to try out with the 1G plan but later was told that I couldn't. I was tricked into a higher paying category and as a result am paying about $20 more per month. There should be phone records. ***** said she would follow up on the restoration of my account but this matter is not resolved before that happens.
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 09/15/2023

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

  Customer Answer

  Date: 09/18/2023

  
  
  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. Thank you so much for your help!
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:09/07/2023

  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.

  METRONET advertises 1,2,5 gb of service. Your routers HARDWIRED can only handle up to 1gb. It is physically impossible to get more than 1gb out of your router, wifi or hardwired. You do not advertise anywhere that you need to get your own router. This is a TOTAL SCAM AND FALSE ADVERTISING. You drilled into my house for NO REASON. I will go straight to the local news outlets with this story and warn all of the people you are scamming.

  Business Response

  Date: 09/18/2023

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