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Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

This profile includes complaints for Metronet's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 323 total complaints in the last 3 years.
    • 110 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:02/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Metronet came onto my property trespassing to "install" their line at my home for services in which I did not order or consent. Never have I ordered or wanted Metronet. I have never had dealings with Metronet seeing how I have been a *** ************** customer for over 25 years. They left this unsightly trench in my front yard and have not resolved their mistake. Tore up my yard and then preceded to argue with me about what they were doing. I asked them to repair their doing and it has yet to be done. My daughter twisted her ankle because of this damage in my yard tripping in the trench Metronet created on my property. I am beyond frustration because once I contacted corporate I was brushed off and ignored. Either repair the damage or compensation needs to be provided. I have evidence due to my security cameras as well as the obvious damage to my front yard.

      Business Response

      Date: 02/28/2023

      Thank
      you for passing along the concerns expressed by Ms. ****** and we apologize
      for any frustration. 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:02/22/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Metronet is billing me for an account that I was informed was settled. I received correspondence in December of 2022 stating that the account was settled. Please see attached.

      Business Response

      Date: 02/23/2023

      Thank
      you for passing along the concerns expressed by ******* ***** and we apologize
      for any confusion. We have adjusted and returned the account balance to $0 and consider this
      matter resolved. Should they have any additional concerns, we invite
      them to contact our Customer Service Department at ************.

    • Initial Complaint

      Date:02/14/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      September 2021 we cancelled our Metronet account. (Account number being *******). Today, February 13, 2023 I looked at an email dated 1/30/2023 from Metronet stating we owed $557.15. I logged into the old account and found they have been charging us for internet services this entire time and never cancelled our account. They have taken over $2300 from us for a service we cancelled. I contacted metronet on 2/13/2023 and spoke with customer services rep ***** ****** who stated she could not find anything showing we cancelled. She searched and searched and found that the equipment had been showing active this whole time. She contacted her supervisor and emailed me on 2/13/2023 at 3:00pm EST stating they can only backdate the amount 90 days. They refuse to backdate it from the time we cancelled in September of 2021 because they have no record of it but I know I turned in the equipment to Metronet in Lexington by the Fayette mall. This is absurd and I would like the refund of all the money they have taken from us due to their error of not cancelling

      Business Response

      Date: 02/16/2023

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

      Customer Answer

      Date: 02/17/2023



      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:01/31/2023

      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 states clearly on their website that Internet is available at my house. The website allowed me to schedule installation for internet at my house. It was schedule for installation on January 13th. The night before I was sent an email saying that they had to cancel my appointment because "maintenance" needed to be done and that they would contact me. After hearing nothing I reached out to Metronet on Tuesday January 24th. I chatted with a gentleman named ***** and he told me that I was scheduled to have "construction" done that day and it should only be a few more days before the internet is connected. No one ever came and did any type of construction, keep in mind that the weather was warm almost all of January. I called again on January 30th and was told that they were now going to have to wait to install the internet until after the ground thawed as they needed to bore holes and connect the internet to my house and then after that I could get it installed. So i have to wait until spring for something that they say on their website is available. And I checked just before I filed this and it still says it is available when it isn't. They are selling you something that they cannot fulfill until spring but yet don't inform you of that. I wasted nearly a month of my time being strung along by Metronet. They need to fix their website and not allow you to schedule installation when they absolutely know that they cannot fulfill that request until they do more construction. They are misleading the consumer.

      Business Response

      Date: 02/16/2023

      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:01/20/2023

      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.
      For the second time in less than a week, a Metronet technician has severed my underline cable, even though it was cleary flagged and spraypainted, and for the second time they refuse to send a tech out the same day, or use the same tech that severed the line correct thier mistake. No credit given, no upgrade, just a sorry there is nothing we can do. Even though they paid a guy to cut my line and interupt my service, I still have to call make an appointent in the future(never the same day) and all i get is a shoulder shrug and a nothing we can do about it. We had flags and spraypainted lines!!!! cound not hav ebeen easier to see where not to dig, and still the company policy is to not inconvience themselves in any way to satisfy a customer, who did absoulutly nothing wrong

      Business Response

      Date: 02/06/2023

      Business Response
      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 XXX-XXX-XXXX.

    • Initial Complaint

      Date:01/15/2023

      Type:Product 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've been having intermittent issues with my internet. I called on 1/14/23, and talked to a rep about the issues. I was expecting a tech to come out and see if there was a legitimate issue, but the rep basically said nothing was wrong. My issues with the internet are packet loss and high latency while gaming or streaming. This issue has been going on for over a month, and I want it fixed. My packet loss has been as high as 23%, and ping or latency as high at 147ms on some games.

      Business Response

      Date: 01/17/2023

      Thank you for forwarding Mr. ********'s concerns and we apologize for any inconveniences they may have experienced. We have attempted to contact them to discuss this matter but have been unsuccessful. Should they wish to discuss this matter further, we kindly invite them to return our call, or contact our Customer Service Department at ************ should there be any additional concerns.

      Customer Answer

      Date: 01/27/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)

      My phone has been having issues receiving calls. Here is an alternate number *** *** ****. This is to only be called for a technician appointment. I'm tired of trying to get the simplest task completed. Like I have said before I will not talk to a rep except for scheduling purposes. I've been a loyal customer since Metronet came to my city.

      Business Response

      Date: 01/31/2023

      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:12/29/2022

      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.
      I signed up for Metronet Fiber internet service and the installer was scheduled on 10/22/22. He explained that they need to run an above ground cable through my neighbor's yard around the back of both of our houses temporarily as the connection point was in my neighbor's front yard. A Metronet tech will be onsite within 14 - 30 days to route service from the neighbor's yard to my connection box through an existing underground tunnel, but as a non-metronet tech, he did not have the authorization to make this connection. Long story short, 9 weeks later the line is still running through my neighbor's yard and has been a tripping hazard for elderly and small children. I have called metronet multiple times and they call the dispatcher who says "it is scheduled this week and will be fixed." Each couple of weeks, I need to call and report it is not fixed and request an update. They claim all this work is done by 3rd party providers and they have no control or recourse on the work and speed of the work. I need to have this fixed immediately, and have a path to management to expedite the work or cancel service and return to the horrible XFinity service.

      Business Response

      Date: 01/23/2023

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

    • Initial Complaint

      Date:12/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Metro Net in currently installing new cable services in our area thru second and third party contractors. The contractors left large ruts/tracks in our yard with thier commercial vehicles. Damage has not been repaired. Please repair and care...

      Business Response

      Date: 01/16/2023

      Business Response
      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 XXX-XXX-XXXX.

    • Initial Complaint

      Date:12/17/2022

      Type:Product 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.
      It is wrong to charge a paper bill fee, and to say that it cost 5.00? And then you want to charge 3.5 percent to pay that bill.

      CROOKS
      CROOKS
      CROOKS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

      Business Response

      Date: 01/02/2023

      Business Response
      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 XXX-XXX-XXXX.

    • Initial Complaint

      Date:12/08/2022

      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.
      Metronet installed a large loop of cabling and a junction box as well as bare wire to electrical poles on our property near the street. The installation was done at 10 PM at the beginning of September. The installers left broken pieces, wire and trash in the street at the installation site. The wires and box are about 3 feet off of the ground and interfere with lawn maintenance and site backing out of driveway. I have called 4 times to ask for it to be removed. On 12.1, I called, was given a ticket number and was told that someone would be out in several days to look at it. I called today, 12.8 and they could not find any record of a ticket number and created another. We would like this removed from our property.

      We are NOT Metronet customers.

      Business Response

      Date: 12/16/2022

      Business Response
      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 XXX-XXX-XXXX.

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)
      We were contacted by the company and the problem was corrected immediately. The supervisor was apologetic, followed up with phone calls and a visit to make sure the problem was corrected.

    Metronet is NOT a BBB Accredited Business.

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