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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.
    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/02/2022

      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.
      On 9/22/2022 around 8:00 a.m. Metronet's workers with a Ditch Witch JT20 machine were on my driveway for approximately 2 hours. I told them several times to GET OFF MY PROPERTY! They did not receive my permission to be on my property ever. I could not even put my car inside my own garage because of their Ditch Witch JT20 equipment was backed on my garage door before I opened it. The company operates lawlessly! They would not listen to me as they continue to work and ignored my orders for them to get off my property. It was a VERY STRESSFUL event as I was working from home that day as well! I was being bullied by Metronet. I called the police and Metronet workers refused to listen to the police. A Metronet worker confessed to the police (Officer ********* and Officer ******) in front of me and on camera that they did not get my permission to be on my property. The police called the ******** City Engineer, *** ************ who sent the City Inspector, ***** out to investigate. **** took pictures of the event and told them to remove their equipment off my property, in which they did not move it until their Metronet supervisors came, *** ******** & ******** *** shut Metronet's workers down for days because of this event. Metronet workers damaged my garage door and my concrete driveway where their Ditch Witch JT20 machine was. On 9/23, I emailed a garage estimate from Garage Doors to Metronet, **** ********* and copied the City Engineer. **** told me and the City Engineer that Metronet would pay for my garage repairs, see attachment. Currently, Metronet is refusing to pay me for the repairs without me signing their form that includes silencing my voice about the event. Metronet has unethical business practices. They came unlawfully on to my property, disturb my peace while I was trying to work, damaged my property, and then refuse to send payment unless I agree to their terms and conditions. Metronet has my address to send a check to me for the repairs.

      Business Response

      Date: 01/02/2023

      Business Response
      We regret Ms. ******' experience with Metronet and apologize for any misunderstanding. As noted in this complaint, Metronet is attempting to compensate Ms. ****** for the damage sustained to her property. As standard for a company to ensure a claim has been satisfied, Metronet's legal department requires a release form to be completed prior to issuing compensation for any claim. Upon receipt of the release form provided to Ms. ******, Metronet will issue the compensation requested.

    • Initial Complaint

      Date:11/23/2022

      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.
      In late October, Metronet informed customers in the ********* area that maintenance was going to be performed. When internet connections were restored, I experienced many connectivity issues with various applications. Most notably, applications that require many users to be connected at the same time(Online meetings, multiplayer games, etc.).

      I am an IT profession so I started troubleshooting these issues. It didn't take long to see that they have placed my connection, and most likely all others in the area, behind their own firewall. While this doesn't seem too troubling at first thought, it means that traffic is now only allowed to go one way. This effectively disables the ability to have incoming traffic destined for home connections. This can no longer be labeled a full internet connection as all traffic coming into a network, must have originated from that network.

      More troubling is that the company now offers a $10 addon for a static IP address. This addon is the only way that tech support and customer service have to "undo" this restriction that should not be placed on the connection in the 1st place.

      I called Metronet the moment I noticed the issue. This issue is commonly know in the IT world as a "double NAT". Routers/Firewalls provide the NAT function. Essentially, it allows multiple down stream devices to communicate through a single IP address. By introducing a NAT upstream of my home connection, my service has been severely degraded. Their support personnel were not made aware of the drastic changes made. My call with the local supervisor lasted more than an hour and he REFUSED to believe that my situation was even possible. I had to politely press for an escalation to their NOC. I received a call back within about an hour. The rep apologized for not believing me, confirmed they installed another NAT upstream, and still offered no assistance to correct the issue. The only option provided was to pay the additional addon to restore service.

      Business Response

      Date: 12/13/2022

      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:11/15/2022

      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.
      On 11/14/22, I contacted Metronet by phone and advised them I would like to upgrade my internet to the 1 gig plan from the 200/200 plan. This is because I had been having internet issues for a very long time, and they advised me that I had too many devices (18) connected to my 200/200 plan and needed a faster plan. After upgrading, I was advised that the new speeds would be available within 30 minutes. Approximately 1 hour after upgrading, I tested the speeds, and the speeds were significantly lower than when I had the 200/200 plan. I explained to the rep that I would like someone to come resolve my issues, as they have continued even after upgrading like I was advised I needed to do. This went on for nearly 1 hour before the rep finally scheduled someone to look at my service. I explained that I pay every month for someone to troubleshoot my issues, and the refusal to send someone to look at the issues is unacceptable.

      Someone came to look at the issues today (11/15/22) with the speed and they were dumbfounded as to why this was happening and were unable to resolve the issue. I was able to get to 300/200 wirelessly at most, and 400/250 hardwired at most. They asked why I upgraded to 1 gig and I explained what the rep had said to me and they said there was no reason that I should have needed to upgrade. I explained that I agreed with them, but was trying to do everything in my power and following all advice to resolve the issues.

      This has been an issue with Metronet for years. There are dozens of service calls to my house for this and many other issues with the service. Since there are only 2 providers in my area, I unfortunately have to deal with the terrible service. I am and have been paying for a service that I am not receiving, and no one seems to be able to resolve the issues or know what is even causing the issues. It makes working 100% remote very difficult when you don't have a reliable internet connection, and make the consumer feel cheated in payment.

      Business Response

      Date: 11/23/2022

      Business Response
      Thank you for passing along the concerns expressed by Mr. ********* 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 XXX-XXX-XXXX.

      Consumer Response
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Company came out and was able to boost speed after filing this complaint. Currently getting 700mb up/down, though paying for 1gig. That said, when the tech came out, he noted that there's no way I need gig speed, and that very few people do, and that the 200mb I was paying for should have been more than sufficient for running the number of devices I had on the network. Seems like a money grab to me. The tech was able to use my Eero Pro 6e, which was a better router than Metronet supplied, and return their equipment to save me $10 a month.

      The on site techs are great, the customer service/tech support over the phone is terrible.

    • Initial Complaint

      Date:11/10/2022

      Type:Product 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 is. Internet and TV provider. Their service fails at least twice a month. Either no internet or TV fails. Currently all locals channels no one a view they are pixelated so bad. This failure is in Southern ** from ******** to ** *****. I called and they have no ETA. WE pay over $200/month for their service and don't get service

      Business Response

      Date: 11/23/2022

      Business Response
      Thank you for passing along the concerns expressed by Mr. ******* and we apologize for any frustration. We have spoken directly with them and have coordinated the next steps towards resolving their issue. Should they have any additional needs or concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

    • Initial Complaint

      Date:11/05/2022

      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.
      Months ago (summer 2022) Metronet left a communications line haphazardly exposed on my property, dangling over my backyard fence, with caution tape attached to it. This line is directly adjacent to my basketball goal, in a play area. This is a concerning safety hazard, and the line is preventing me from having needed work done in my backyard. I initially contacted Metronet about my concerns in August of 2022 and have spent numerous hours contacting them over a dozen times since (by phone, email, and in person). It is currently November 5th, 2022, and the line is still in my backyard, and it has not yet been properly buried. Metronet needs to have the line properly taken care of immediately.

      Business Response

      Date: 12/13/2022

      Business Response
      Thank you for passing along the concerns expressed by Ms. ****** and we apologize for any confusion caused by the delay. We have spoken directly with them and provided a timeline and expectations towards their resolution. 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.)
      The Metronet line that was left exposed for many months on my property has finally been removed from my backyard and my basketball play area. Thank you BBB for helping to resolve this issue.

    • Initial Complaint

      Date:11/04/2022

      Type:Product 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 mid-August of 2022, Metronet contractors were installing service to neighboring home or homes. During this time, we lost all services for telephone, internet, and TV. My husband went out to speak with contractor who stated that they accidentally broke our fiber cable during the installation. They installed a temporary cable and laid it on the surface of the ground and said they will be back to bury it at a later date. After not hearing from them for more than a week, we called Metronet. The person we spoke with said they did not have a work order for this but would take care of it. Another month passed with nothing being done and so we called again. They again promised it will be taken care of. It is now approaching three months since our cable was cut, and the temporary cable has yet to be buried. Winter is approaching and the ground will be freezing soon. We would like this taken care of as soon as possible.

      Business Response

      Date: 12/01/2022

      Consumer Response
      Metronet has completed all work today.
      This includes burying fiber optic cable and installing new equipment at residence.
      Internet, phone, and TV are all working.

    • Initial Complaint

      Date:10/29/2022

      Type:Product 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.
      I have had several issues with MetroNet charging me for services I don't have and never sending refunds they promised me. Now I am getting bills when I don't even use Metronet Internet anymore. My old account number was XXXXXXX.

      In both May and July I had service outages while I was out of town lasting over a month. I was still charged for my internet, despite obviously not having any. Both times I had to call MetroNet to have it switched back on and I asked about a refund. I was told I would get a refund but never did. I sent multiple emails about this that were never answered.

      I finally gave up on MetroNet and moved away. I returned all of my internet equipment in July, following all of their return instructions to the T. I have not had metronet service since July. Now, in October, I am getting ANOTHER BILL from them, for some nondescript charge-I looked at the "itemized" bill, it says "Other Charges & Credits". Again I have sent emails that got no response, so I am coming here.

      Business Response

      Date: 11/16/2022

      Business Response
      Thank you for passing along the concerns expressed by **** ******* and we apologize for any confusion. We have emailed them regarding the refund 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:10/26/2022

      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.
      I had cable service through a different company that Metronet bought out and took over. I had no issues with the previous company. As soon as Metronet took over my dvr system stopped working correctly. Shows would freeze or they became so pixelated that watching them became unbearable. I tried to deal with it for a couple months hoping it would get better but it never did. I called to complain and was told the equipment from the previous company was old and outdated. It didn't work with Metronet's equipment and there was nothing they could do. I was informed I could either pay to upgrade to Metronet's equipment or I could cancel my service. Now even my live tv is so pixelated that I can't stand to watch it. I called again and the tech I talked to seemed very nice but was unable to help. Again I was told that my options are to upgrade or to cancel. To upgrade is a $70 monthly increase on my bill.
      A company shouldn't be allowed to buy out an existing company and basically provide so poor of service to either force a person to pay more or to cancel. The company should have to fix the problem for the customers at no additional charge to the customers.

      Business Response

      Date: 11/21/2022

      Business Response
      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 XXX-XXX-XXXX should there be any additional concerns.

    • Initial Complaint

      Date:10/19/2022

      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.
      My bill is NOT due for 6 days, yet MetroNet charged my checking account 6 days earlier for it. I went to switch to hard copy of bill and it says I have to $4.95 for it'I called MetroNet and was told this is the cost for First Class Bulk mail. But I looked it up on internet and First-Class Bulk mail is listed as $.43. I was also told my contract reads that MetroNet may deduct it from my checking account up to 15 days earlier than its due date. I do NOT SEE THAT IN MY CONTRACT?

      Business Response

      Date: 11/08/2022

      Business Response
      Thank you for bringing Ms. *****' concerns to our attention and we apologize for the inconvenience. We have discussed these concerns with them, removed their autopayment and consider this resolved.

    • Initial Complaint

      Date:10/11/2022

      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 on a free trial for Metronet and canceled within 2 weeks due to poor service. After I canceled, Metronet started sending bills and claimed I couldn't cancel my service unless I took my equipment to a shipper and sent it back. I immediately refused since the employee of Metronet solicited me at my home and I was unable to return the items. I gave them multiple opportunities to get the equipment at my residence where they installed it. Today a customer service rep scheduled a pick up of the equipment but only under the guise that my "past due" bill wouldn't be credited. I explained my cancellation within the trial period but the rude rep just kept talking over me and eventually hung up on me mid sentence.

      Business Response

      Date: 11/01/2022

      Business Response
      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 XXX-XXX-XXXX.

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