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Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

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

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Metronet has 16 locations, listed below.

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    Customer Complaints Summary

    • 323 total complaints in the last 3 years.
    • 111 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/07/2022

      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 called Metronet customer service in July 2022 to inquire why they were double billing me for the technology fee for the prior three months. The CSR told me that they didn't know why the technology fee was double billed, but they would stop the double billing and credit my account on the next bill. I just received my August bill and the amount due is exactly the same as it was in July 2022. This is absolutely ridiculous and I'm wary of calling a CSR again because they're just going to tell me again what I want to hear. In addition to my billing problems, when they ran the fiber optic wire in my yard, they created deep crevices in my soil in certain areas that I can't seem to fix because it's been so hot outside. I just became a customer earlier this year and I shouldn't have to deal with these problems. I have other options for Internet, but I'm happy with Metronet, and I don't want to switch companies again.

      Business Response

      Date: 08/22/2022

      Business Response
      Thank you for passing along the concerns expressed by Mr. ******, and we apologize for the issues described in the complaint. The account has been adjusted at this time. Should Mr. ****** have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

    • Initial Complaint

      Date:07/23/2022

      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.
      I signed up with Metronet in late spring of 2022 via a door to door salesman who convinced us that the internet services were cheaper than our current provider, ************ If you signed up the day of the sales visit you were promised a first month free and reimbursement of your last *********** bill. I was told to email customer service with the last copy of my bill and it would be applied as a credit to my account. I have emailed that bill to customer service in may, June and July and always receive a "we have received your request and someone will respond to you soon"...I have never received a response from support or had my credit applied. I feel as if I was promised a credit to switch providers and metronet either doesn't have enough staff to respond to emails OR they lied to me to get me to switch.

      Business Response

      Date: 08/08/2022

      Business Response
      Thank you for passing along the concerns expressed by Ms. ***** and we apologize for any confusion. We have spoken directly with Ms. ***** and consider this matter resolved.

      Should Ms. ***** have any additional concerns, we invite him to contact our Customer Service Department at XXX-XXX-XXXX.

    • Initial Complaint

      Date:07/20/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I scheduled an installation for an internet package through metronet to be installed on June 21. When they came to install services (to a pre-wired apartment), they realized that because of maintenance issues they would have to send another team out to complete the installation and instructed me that they would contact me back in a few days with a new install date.By June 28th I haven't heard anything so I call customer support and submit a trouble ticket and they say they are contacting the supervisor and will get back to me.July 1 I contact them again because nobody has contacted me. I asked when I can get service and again they say they will have dispatch email the supervisor/manager and get back to me.July 7 after still no contact I again call support only to be told that they don't give customers timelines without being able to provide an answer so they again email some area manager.July 14 I again contact customer service after never receiving one update from metronet. This representative insured me that they were trying a new approach and would definitely get back to me with an answer.July 19 (no follow up to date) I contact customer service via online chat to get an update. I have now contacted customer service 5 times and each time was notified that they contacted dispatch who contacts an area manager who will supposedly get back to them.It has been almost 30 days after an agreed upon installation that I have not received service and worse not one follow up call or email. I made a down payment of $55 dollars a few days before our agreed upon service date and set up the cancellation of my existing internet provider on June 21 expecting I would be receiving service from metronet.Part of the contract was that they would credit my account for the cost of my last internet bill for switching and a gift card and the first month free. I want it honored and metronet to complete install or provide a date.30 days of failure to deliver service.

      Business Response

      Date: 08/08/2022

      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 Mr. **** have any additional concerns, we invite her to contact our Customer Service Department at XXX-XXX-XXXX.

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