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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:03/19/2025

      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.
      About 4 months ago MetroNet was installing new overhead cable lines in our area utilizing the existing OPPD power line poles located in the backyard of my property and the neighbor south of me. Their contactors requested access to my backyard which was granted and they secured the cable on the power poles in my yard and the my neighbors yard but did not tighten their cable and left it hanging about 5 feet above the ground in my yard and the neighbors yard. I contacted MetroNet via e-mail and put in a work request for them to complete the job and phoned them several times to no avail. There are children playing in our backyards all the time and this may cause a possible injury to the kids or damage to their cable and we need them to come out to properly secure the cable by raising it to the correct height of the existing power lines. We also do not have MetroNet as a service provider ( we have *** ) so the cable installment was not for our properties use.

      Business Response

      Date: 03/25/2025


      Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any inconvenience. We are working 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:03/14/2025

      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 dug up my yard in 5 locations. The few they supposedly fixed, they did not rake properly and spread a handful of seed. I have lumpy ground and divets throughout those spots. Two spots they never addressed at all. They are mudholes. I spent a ton of money and time repairing my yard after installing a new driveway 2 years ago...now I get to start all over. Thanks for the mess.

      Business Response

      Date: 03/19/2025


      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:03/11/2025

      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.
      For the past month I have been have internet issues, random packet loss. I will be using the internet and then all of a sudden it takes forever to load, 30 seconds later its working now. This keeps happening. Metronet has sent out 3 techs and the issue is not fixed. The tech support people are useless. Some of them accept ****************.com results as valid others won't. All I know is that the internet service sucks and they aren't doing anything to fix it. I guess I will be switching to ********

      Business Response

      Date: 03/21/2025


      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:03/04/2025

      Type:Customer Service 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 February 24, 2025, between 12:00 PM and 3:00 PM, Metronet employees were performing directional drilling in front of my residence, causing significant asphalt damage. Before leaving, I documented the damage with photos and videos. When I returned, ******** ****** denied any damage—until I told him I had proof. He had attempted to cover it up by pushing the asphalt back down.

      His supervisor, ******* ******, inspected the area and noted that the crew had drilled and pulled back out across the street. Later, **** ********** reviewed my surveillance footage, which clearly showed the road was undamaged before the drilling but damaged afterward. Despite the clear evidence, he still tried to deny it. The video also captured ******** ****** removing a cone from the damaged area, proving their cover-up attempt.

      When ******** ******* arrived, he confirmed his crew caused the damage and ordered repairs. I voiced concerns about their reckless drilling, warning that hitting a live gas line could be deadly. His disturbing response? "I’ve had people die previously."

      I requested that ******** ****** no longer be assigned to my residence due to his dishonesty and harassment. ******** ******* assured me he wouldn’t return. Yet, the next day, ******** ****** pulled up, waved mockingly, and continued walking near my property. I also noticed he had littered cigarette butts around my yard.

      On February 28, 2025, these same employees hit a gas line on my street, proving their lack of proper training and concern for public safety. To make matters worse, I now have a sink spot in my yard where they improperly filled a hole without compacting it correctly.

      Metronet has shown a pattern of dishonesty, negligence, and harassment. If you value integrity, safety, and professionalism, stay far away from this company.

      Business Response

      Date: 03/07/2025


      Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any inconvenience. 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: 03/12/2025



      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:02/26/2025

      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.
      Someone from Metronet knocked on my door multiple times especially a few months ago asking me to switch from ********* They said the internet woukd be more reliable, almost never go out, the bandwidth would be better, and it would be cheaper. Well as it turns out, after months of nothing BUT issues, we realized this was all untrue, except it is 20 dollars cheaper a month. So we are trying to cancel our service due to recent issues and incompetence with the customer service amd technician side of Metronet. They are telling me I have to send their equipment back trhough ***. But it is installed on my wall, and I am not a technician. When they sent a technician to install this and screw boxes on my wall (also damaging my wall) they did not inform me I would have to unstable it when I realized their promises were lies and went back to ********* Otherwise I would have watched how he I stalled it. So they need to send someone to get their equipment and cancel my service. Don't get me wrong, I am not paying them next mo th regardless, but I'd rather they come get before what I paid for runs out on March 16, 2025. And I want a refund for the last month I paid. Since I have been out of internet yet again, for well over 32 hours now. And it took their company over 24 hours to figure out they had an outage because another company knocked our their equipment. They say their equipment is marked but obviously not.

      Customer Answer

      Date: 02/26/2025

      Someone higher up with the business contacted me this evening. I am satisfied with the outcome of the conversation. You can close this complaint. I would close it myself but I do not see how.

    • Initial Complaint

      Date:02/25/2025

      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.
      No service . False advertisement about 2gbps. We have not hit anything above 600mbps.

      Business Response

      Date: 02/28/2025

      Thank
      you for forwarding *** ******** complaint. 

      As
      stated in Metronet’s Terms and Conditions, found at *************************************,
      all speed and throughput levels for Metronet's Internet services are "up
      to" levels and represent the higher end of the ranges of speed and
      throughout our customers can expect to receive from our Internet service. We
      provision our customers' Internet service and engineer our network to deliver
      the speeds to which our customers subscribe. However, we do not guarantee that
      a customer will actually achieve specific speeds at all times. A variety of
      factors can affect upload and download speeds, including customer equipment,
      network equipment, congestion beyond our network, performance issues with an
      Internet application, content, and more.

      We have spoken directly with *** ****** about her Internet service and other concerns.  A speed test was performed
      on Metronet’s equipment and *** ******** speeds tested within expected service
      performance levels.

      Should
      *** ****** wish to continue discussing this matter, we kindly invite her to
      contact our Customer Service Department at ************.

      Customer Answer

      Date: 03/03/2025



      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:02/25/2025

      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.
      About or about February 7 I allowed people from Metronet access to our backyard to get to the utility pole. They came 2 times that day. We didn’t realize until later but they had knocked down a 6 foot section of our fence. We have a dog and he kept getting out thru this section. We have a different internet company but have always granted access but things might change if this is how we are treated!

      Business Response

      Date: 03/05/2025


      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:02/18/2025

      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.
      We discontinued service with them back in November. They sent me a statement showing a credit owed back to me for $84.32. They continued to charge me for services that were discontinued and now are threatening to take me to collections. I have called them 7 times. They refuse to let me speak to a manager instead the customer service person takes down all the notes and tells me a manager will look into this. I never hear back.

      Business Response

      Date: 02/20/2025


      Thank you for passing along the concerns expressed by the business 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 Business Customer Service Department at *************

      Customer Answer

      Date: 02/20/2025



      Complaint: ********



      I am rejecting this response because:  They responded by telling me that my services indeed should have been terminated on 11/4/24 and my next statement should show a balance due of $0.  When in fact per the statement I received dated 11/25, 21 days after termination shows a credit owed to me for $84.32.  Both communications have been included in the attachments.  I have asked 3 times about this refund and get told they will have to get back to me which never happens.  



      Sincerely,


      ***** **********

      Business Response

      Date: 02/21/2025


      Thank you for passing along the concerns expressed by Mr. ********** and we apologize for any confusion. We have reviewed their account and can confirm that the billing is accurate and reached out to him. Should Mr. ********** express any additional concerns, we invite them to contact our Billing Department at ***********. 

    • Initial Complaint

      Date:02/13/2025

      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.
      Neighbor ordered metronet and they destroyed my ground line leading to my electric meter and left it laying on the ground. I have called twice now and asked to speak to a supervisor and they hung up the phone on me after asking to speak to supervisor. I have filled complaint on their web site. Next day they came out and buried his cables but left the damage they did to my yard alone. They need to correct the damage that was caused to my electric meter ground cable and place it back underground the way it was before they came and destroyed my yard.

      Business Response

      Date: 02/18/2025


      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:02/13/2025

      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 has been our internet provider for the last 3 years. On Sunday February 2 2025 our internet went out. I called into technical support, when they could not resolve anything over the phone it was scheduled for a technician to come out Tuesday Feb 4th. The technology was unable to fix our internet also putting in another ticket saying our conduit was frozen and they need to come out. The 5th I called asking and was told a supervisor would be in contact. I have called on the 7th, 10th and 12, all giving different answers. Saying a supervisor will call me by the end of the day. I have not received any response. February payment went through on February 4th when asked for a refund that we can prorate it when the internet is back on they say they do not do that, that once my internet is back on then they can give me credit. When calling and ask to speak directly to a supervisor I am refused that they send a notification to the supervisor.

      Business Response

      Date: 02/20/2025


      Thank you for passing along the concerns expressed by Mrs. ********* and we apologize for any inconvenience. 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: 02/20/2025



      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,

    Metronet is NOT a BBB Accredited Business.

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