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:09/06/2023

  Type:Customer Service 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 canceled my service with MetroNet when I moved to a new house. The address I put in this complaint is my old address where I had service. I called to cancel and they told me I had to return the equipment to a UPS store and that would cancel my service. I asked what I need to return and they told me a very vague response to what needed returned. I double checked, and then told them one of the devices was mounted to the wall when THEY did the install. They said I could leave it for the new homeowner and just return the ONT device and the eero device which I did. I then got a email saying that I owed them $150 and my service was not canceled because I did not return the device they told me I did not need to return. I now do not have access to the house or that device since I sold the house and left it there. My service is still not canceled as they will not cancel it so I am being billed on a service I have asked to be canceled and they will not do it and I owe them $150 for a device they instructed me that I did not have to return.

  Business Response

  Date: 09/08/2023

  Thank you for passing along the concerns expressed by Mr. *****, 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 ************.

  Customer Answer

  Date: 09/11/2023

  
  
  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:08/31/2023

  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.

  In March 2023, our internet service stopped working. We contacted Metronet and they found out that the line to our house was cut when a neighbor (1000 ft down the street) was digging. They came out within a day and ran a drop line (line just running across the the ground that would later need to be buried). They said they would come back during the week to bury the line. They did not come back. I have called them every few weeks to have them come and each time they say someone will be out within the next two weeks, but no one ever comes. They have contacted the city to come mark utilities (at least 4 or 5 times), but have not come out to bury the line. Currently, the line is strung across the ground, our fence, back yard, and bushes. I just want them to do their job and bury the line.

  Business Response

  Date: 09/12/2023

  Thank you for passing along the concerns expressed by Mr. *******. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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.

  Problem
  On July 24, 2023, **** of Metronet sold me a service package on which they were not capable of delivering. I purchased an internet and phone service package. In the sales process **** explained that they could not install for five days because it took that long to port the phone service from Spectrum to Metronet. On August **** ********* installed the service and on finishing up said, that they would not be able to install the phone service. It would be another five days before it would be ready. On August 11, ***** ***** came out to install the phone service. When he arrived, he checked and the phone service was not ready to be ported over. He indicated that Monday August 14th the phone service would be ready to be ported over. I called that day and talked to ******* who indicated that Spectrum had not released the phone number. I called Spectrum and they indicated that there were no issues and they should be able to port the number to their system. I called Metronet and talked with **** (a supervisor) and he would expedite it with his phone people, I also talked with ******, *****, *** and ******.
  In total I spent at least five hours on the phone with Metronet and no less than two calls to Spectrum. Missed two half days of work. Finally on August 16, 2023 I gave up and told Metronet billing, enough is enough-Cancel my service.

  Business Response

  Date: 08/23/2023

  Thank you for passing along the concerns expressed by Mr. ******* 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 ************.

  Customer Answer

  Date: 08/23/2023

  
  
  Complaint: ********
  
  
  
  August
  23, 2023
  I believe
  that Metronet needs to do more to prevent this from happening to other
  customers.  They need to advise potential
  customer of the difficulty they have in getting a phone number ported over to
  their system. 
  I
  also believe Metronet should provide additional consideration to me for my time
  lost and the lever of frustration they have caused.
  Because
  of my time lost and the level of frustration they have cause me I am
  considering informing the public through social media and public reviews.:
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/24/2023

  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: 09/04/2023

  complaint #********.

  This complaint
  has not been resolved. I am not satisfied with Metronet solution.  I feel they owe me some compensation for the
  time lost and effort I have to put in to unsuccessfully deal with their
  inability to complete their contract with me. 

   

   

• Initial Complaint

  Date:08/14/2023

  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.

  On January 25, 2023 part of my driveway was removed by workers from Metronet Fiberoptics. Within a week the hole was patched with asphalt. We were told that someone would return to appropriately fix our driveway (and our neighbor’s). It’s now been over 6 months with no communication and no changes.

  Business Response

  Date: 08/15/2023

  We appreciate Ms. ******* bringing this concern to our attention. In order to better investigate and determine next steps, we are asking for your complete phone number and email address so we may contact you regarding this concern. 

• Initial Complaint

  Date:08/11/2023

  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.

  Metronet installed fiber optic cables earlier this year in my neighborhood. When I turned on my sprinklers in May, several zones did not work. I called the sprinkler repair contractor I have used in the past and he repaired the sprinkler lines in three places where they had been cut during the installation of the fiber optics cables. I filed my first claim on June 15, 2023. ticket number *********. I never heard anything from Metronet so I started calling them. After calling several times and being told my ticket was elevated and I should be contacted within 24 hour, I began logging my calls. I have logged 10 times beginning 7/24/2023. Each time I call I am told the same thing, that my ticket has been elevated and I will be called within 24 hours. During one of my calls, I was advised the original ticket was closed. Then I started filing more claims. I have submitted 3 additional claims with pictures and a copy of the repair bill. I have already paid to have the sprinkler system repaired. My wife and I are both in our sixties and I believe were are being taken advantage of.

  Business Response

  Date: 08/21/2023

  Thank you for passing along the concerns expressed by Mr. ****. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

  Customer Answer

  Date: 08/30/2023

  
  
  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. I had two Metronet support personnel reach out to me soon after I submitted my concerns regarding my sprinkler lines. ****** kept emailing me saying she tried calling me, however, I never had any missed calls. I emailed her several times with my correct phone number and I still didn't hear from her. In one of the emails after I gave her the correct phone number, she said she got *******'s voice mail. After that email, sending my number again, I received two calls back to back within a minute. I was in a meeting and could not answer so I called back immediately after my meeting. When I called back, I was told this number is not available. No voice mail messages were left so I don't know if it was ****** or not. On the other hand, ****** *******h emailed me asking for a copy of the repair invoice which i provided. Then she sent me a form via email for me to sign which I did. Then she told me thanks for my quick reply and she handed off the form to accounts payable to finalize the reimbursement. ****** was very efficient and handled everything in three emails. ****** was great to work with. That being said, thanks to ****** and the BBB I have received a check for the repairs. I am happy with the resolution of this submission to the BBB. However, it is sad I needed to involve the BBB to resolve this issue.    
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:08/09/2023

  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.

  My service with Metronet ended on June 30th, 2023, when our grandson, ***** *******, purchased our home. He contacted Metronet and it was supposed to be a seamless transition. I have been repeatedly calling them and have been told the bill is in error and they still keep billing me $223.85! I have been told I owe zero and that they will fix it but they don't. They keep billing me. I am not going to pay money I don't owe and I don't want my time wasted or my credit damaged due to their ongoing ineptitude!

  Business Response

  Date: 08/15/2023

  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: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: After repeated phone calls AND my complaint to the BBB, Metronet FINALLY took the charges off my account as I did not owe them. However, even though the account was closed (as per Metronet) and my account balance was zero, they took MORE MONEY!! I tried to call the agent, *****,  back who called me on Aug. 13th and left a message regarding the BBB complaint.  In her message she said her number to call was ************. It turned out that number was not HER number but some generic number. After waiting on hold I spoke to some foreign guy who was very smart-alec. I was having difficulty understanding him and I asked him to repeat himself and he hung up on me!! This company is one of the worst!! They are stealing my money!!
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 08/22/2023

  Thank you for passing along the concerns expressed by Ms. *******, 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:08/07/2023

  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.

  Roughly 2 months ago a Metronet salesperson went door to door selling services at a competitive rate of $50 per month for 1Gbps internet speeds over fiber. My wife and I were currently paying more from another vendor. So we were interested ONLY for a better price and service which my wife and I both confirmed multiple times before ever signing on the day of installation. We were offered a military discount that was -$10/mo making it $40/mo flat rate for the 1Gbps speed package over fiber. The salesperson told us the promotion for signing up was first month free and free installation. Only because the offer was so great we agreed and arranged the installation. Install day, two metronet techs arrived and confirmed the exact affore mentioned details. The only curve ball was that the router/access point required them drilling a hole in the side of our house that we just bought. He assured me that they've been doing it all around the area and everyone is getting the same deal so we were excited to switch and agreed. After install we signed on his iPhone again confirming the exact details of the plan. The first months bill was over $130 dollars. So I called and spoke with a rep who claimed they had no services matching what we were sold. I asked to speak with someone in management to resolve this issue which is far more detailed than can be captured in text on here. I have spoken with a customer service rep on 4 separate occasions to date 2 of which assured me their manager would call me as soon as they were available. I have NOT received a call from the manager to resolve the issue. I was told there are notes on my account associated with my address showing that I have made multiple attempts to resolve the issue after receiving contradictory statements and claims from different representatives. I am looking to resolve this issue since I am receiving threatening letters in via mail claiming my account will be sent to collections and that I will owe hundreds for equipment.

  Business Response

  Date: 08/15/2023

  Thank you for passing along the concerns expressed by Mr. ********. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have already begun the return and cancellation process after being told there were no remaining balances on my account. I spoke with ******* **** shortly afterwards and was looking for a resolution to hopefully continue service no resolution was ever offered to myself or my wife and on top of that we received another bill and never received the cancellation instructions via email like we were told we would from a separate specialist. At this point I want to make sure there are no new or remaining balances on our account. This entire process has taken over a month now and nothing is getting handled in a timely matter. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 08/30/2023

  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:08/03/2023

  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.

  Good evening.
  
  I cancelled my Metronet subscription on June 17th. I have been billed twice since I've cancelled. Each time I call into Metronet, I receive different answers on why I am still being billed. One was a technological issue, the other was a staffing issue with an inexperienced rep, and lastly I was told it's just their process and I have to complete two billing cycles before the cancellation is complete.
  
  We are now on our third billing cycle. I've already had to call in once for reimbursement, and now I will have to call in again to have a check mailed to my house. I have called Metronet over 5 times for this same issue without resolve.
  
  My desired resolution is simple - Cancel my account permanently, do not bill me or draft any more funds from my checking account, and reimburse me all of the overpayments I've made due to Metronet's errors.
  
  **** ******
  Metronet Account Number: *******

  Business Response

  Date: 08/08/2023

  Thank you for passing along the concerns expressed by Mr. ******, 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:08/02/2023

  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.

  On July 5, 2023 they installed my Fiber internet line. They can not run the fiber under cement so the only option was to run a fiber line all the way around my garage, pool, yard, house to get to the other side where the hook up is. They said a contractor would bury the line within two weeks. On July 24, 2023 I reached out asking for an update. I was told they were waiting for Utilities to be marked. Knowing that has been done, I got the Utility marking notes and emailed it to support. I then called. They thanked me for sending and said they would escalate it to contractor. Still nothing. I've called several times during the week and every day this week and they refuse to let me speak to a supervisor, refuse to tell me anything more than all they can do is notate the account. All of the neighbors lines were buried within days of install. Meanwhile, we have had to continually move the line around, our children trip over it playing in the yard. It's a hazard.

  Business Response

  Date: 08/15/2023

  Thank you for passing along the concerns expressed by Ms. ****. In efforts to reach an amicable resolution, Metronet is working directly with them to address the concerns mentioned in this complaint.
  
  As always, they may contact us directly at ************ should there be any additional concerns. 

• Initial Complaint

  Date:08/01/2023

  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 have been overbilled for the service, which I have cancelled. I contacted customer service for a billing cycle readjustment, which was delivered. However, this new billing cycle slapped on an extra 7 dollars onto my already illegitimate bill. I seek to make my balance on the account 0 - I refuse to pay for a service I cancelled.
  The service was cancelled an entire month before the equipment was returned, and since I didn't use the service throughout that month, I should not be billed.

  Business Response

  Date: 08/04/2023

  Thank you for passing along the concerns expressed by Mr. *********, 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 ************.