Business Profile

Telecommunications

Metronet

Headquarters

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Complaints

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

Customer Complaints Summary

322 total complaints in the last 3 years.
110 complaints closed in the last 12 months.

If you've experienced an issue

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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:09/23/2024
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.
Was charged $59 on my credit card for service that I had canceled a month before the charge. I canceled service on Sept 5th and was charged on Sept 23rd for service that I did not have. My last actual full payment was on August 5 which would have been for September.
Business Response
Date: 09/28/2024

Thank you for forwarding ******'s concerns and we apologize for any inconveniences they may have experienced (or any misunderstanding that may have occurred) . 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.
Initial Complaint
Date:09/23/2024
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 27 June 2024, Metronet (or a contractor) dug-up an area of our front yard and left a bobcat in the yard for 2-weeks. We filed a customer ticket (********) with Metronet shortly after 27 June asking to have the bobcat removed and to get a timeline on how long the yard was going to dug-up. An automated ticket number was generated, and an email was sent to us instructing us to periodically check back on their website to get updates. We checked several times throughout the summer and the same status (pending) was listed. We filed a complaint with the city of ********, who expressed frustration with getting Metronet to respond to customer complaints but said they didn't have any leverage since the construction was occurring in the yard and not the tree lawn. On 22 Sept 2024, we received and email stating the construction process has been completed. The yard is still dug-up and there are plastic blue and orange conduits sticking up through the ground. A check on Metronet website includes a construction process page that states: After the construction process is complete, crews will return to rake, SEED, & straw lawns in the areas where digging occurred. We had sod grass installed when we built the home and have paid for lawn care service fertilization since we moved in, and feel like that the area of construction should be returned to its original condition. We have gone around and checked other neighborhoods where Metronet has "repaired" their construction and in our opinion, the repair work is mediocre at best. Please see the attached photos of our yard. We are asking to have our yard repair to its original condition.
Business Response
Date: 09/25/2024

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: 09/26/2024

Complaint: ********

I am rejecting this response because: Someone left a business card on our door (early July), but we had no idea what they wanted. There have been no other communication attempts from Metronet since then, other than an email survey received AFTER I filed this complaint, asking how Metronet did. I would prefer to leave this complaint open until our yard is returned to its original condition.

Sincerely,

*********** ********
Business Response
Date: 10/04/2024

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: 10/07/2024

Complaint: ********

I am rejecting this response because: The statement "We have spoken directly with them and consider this matter resolved", is false, we have not been contacted by anyone from Metronet. AND see the attached photos showing a green netting covering large rocks and piles of dirt. The lawn has NOT been returned to its original condition.

Sincerely,

*********** ********
Business Response
Date: 10/10/2024

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 ************.
Initial Complaint
Date:09/22/2024
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.
Metronet decided to expand their internet services in our area. That's fine. I understand that they are allowed to dig up my yard. That's not fine, but I understand. However, the absolutely shoddy job they did with absolutely no care for my property is terrible. They dug up my lawn and didn't fill in the holes properly which resulted in a liability situation. If someone accidentally stepped on that awful patch job they could break an ankle. Then someone could sue me when I had nothing to do with it. They left a hole in my yard with no caution tape for over 2 days. Another liability issue. Now they're back and digging up my flower bed. Are they going to replace my flowers? I want to be made whole. I didn't ask for this service and I'll never be a customer.
Business Response
Date: 09/25/2024

Thank you for passing along the concerns expressed by Mrs. ***** and we apologize for any inconveniences she may have experienced. 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:09/19/2024
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 requested the MetroNet service to be canceled or deactivated as of April 9th 2024. Untill than I have always been paying the bill. On April 9th, all the internet equipment was unhooked from my house and totally disconnected and switched to Comcast. Yet, they keep billing me. Shame on you!
Even if I requested the service cancellation, Metronet still sent me bills. They wanted me to return the equipment to them but they had no clear instruction except telling me to go to the UPS store. UPS store does not even know what MetroNet is. And they do not have such business relation or agreement services etc..They did not have a clear communication either via email or mail about how to return the equipment.
Metronet uses this inconveniences to generate their company's revenue. This is an ill-will business practice. Only after speaking with another customer who referred the service to me, he told me and give me the Metronet office in ********* IN. I had to physically go there waited their staff for 3 hours just sitting the staff's return. And still it was not easy to make cancellation. I had to spend 1 hour calling their customer service phone line that gave only two options "1 to connect new service, 2 to request installation" that is it.
Metronet should not charge the customers for the services that the customer does not use at all. This is scamming. And Metronet needs to stop this business practice to use customers' inconveniences to generate revenue.
Business Response
Date: 09/26/2024

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 ************.
Initial Complaint
Date:08/31/2024
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.
On August 28, I filled out a request online to get Internet to my house with Metronet. After talking with my partner Wednesday the 28th I went in person to my local metronet to cancel. My appointment was supposed to be Tuesday, September 3 my digital guide told me that someone would be coming 1 to 2 days Before hand to pre-roll a line. The person came the same day. I canceled a day early from when they were supposed to be on my property. I have a line now coming out of my neighbors yard into my yard. I was told that no one would be at my house after I canceled so I was very upset to come home to see this line. Thursday I call back and I’m told that this line will be removed within 48 hours here we are and I still have the line. I just spent an hour trying to get someone out here to remove the line now I am told I have to fill out a form since I canceled my service and that is gonna take 10 business days for them to come back and get the line. The technician was never supposed to be here on Wednesday the 28th the 29th was the earliest that they were supposed to arrive. It is not my fault. The technician came a day early and I feel like I am being bullied to use their service because if I’m a paying customer, they remove the line but since I canceled services they won’t come out and remove the line that they messed up and that was not supposed to be put in.

I have talked to two different technicians three customer service reps get a different story from every single person. This is clearly not an honest company. And now I’m stuck with a cable line for service that I canceled and do not want that was never supposed to be preinstalled to begin with.

10. Business days is unacceptable solution.. There was no authorization for anyone to be on my property when I was not home three business days before installation when they’re only supposed to be here one or two days before installation. I also never received an email confirming my cancellation,
Business Response
Date: 09/05/2024

Thank you for passing along the concerns expressed by ******** ****** and we apologize for any inconvenience they may have experienced. 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:08/30/2024
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.
We ordered internet service with Metronet. We were guaranteed that the service was reliable and that the company was as well. Our Internet service has been out several times in the last two weeks since the service started. Today it went out and the tech support man said that they wouldn't send anyone out to fix the problem for a week. That is totally unacceptable. When we had Spectrum they came out the next day after a problem was reported. The Metronet salesman told me and guaranteed me that Metronet was as reliable as Spectrum. It's obvious he was deceptive to get me yo sign up.
Business Response
Date: 09/09/2024

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.
Initial Complaint
Date:08/30/2024
Type:Sales and Advertising 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.
Today (08/29/2024) I ordered 1GB internet service from Metronet after careful comparison of the pricing of providers in my area. The advertised price was $49.99 per month, with a $10 increase after one year and another $10 increase after two years. I looked as carefully as I could but the only additional fee shown was a $75 installation fee.

Only after signing up and scheduling the installation was I shown that my monthly bill would be $68.50 - included was "whole home wifi" I saw offered but did not request, and a $12.95 "tech assure fee" that had never been presented before. In addition, the statement noted price increases of $14.95 the first year, $10 the second year, and $20 the third year - not the promised $10. This brought the actual price of the service well above competitive offerings - a classic "bait and switch".

Advertising deceptively low prices and failing to disclose substantial fees (a 26% price increase on this plan) until after the commitment has been made, as well as including services that were offered but not accepted, no doubt in hopes it wouldn't be noticed after the deal was consummated, goes beyond bad business practice to bordering on fraud. The only positive thing I have to say is customer service answered quickly and politely cancelled my order.
Business Response
Date: 09/06/2024

Thank you for passing along the concerns expressed by Mr. ******** and we apologize for any confusion. We consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Initial Complaint
Date:08/28/2024
Type:Product 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.
In March/April 2024, Metronet laid cable throughout my neighborhood; no one requested this. After they had laid the cable, they went from house to house, asking individuals about signing up for their cable services. They were also offering a 200.00 dollar gift card if you took at least 1GB. I took the 1GB and had the service installed in April. After a month, I didn't receive the gift card, so I called Metronet and was told I would have to pay for two months of service. After two months had passed, I called again, and I was told that I would receive an email. To verify my information, which I never received. I waited another month and called again and was told the same thing. I called last week and was told by a customs service representative that she would look into it and ensure I received the email again the previous week; that didn't happen. I have paid for five months and have yet to get this gift card.
Business Response
Date: 09/06/2024

Thank you for passing along the concerns expressed by Mrs. ******* 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 ************.
Business Response
Date: 09/23/2024

Thank you for passing along the concerns expressed by Mrs. *******. 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: 09/23/2024

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:08/27/2024
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.
Incomplete install of cable across private property
Business Response
Date: 09/06/2024

Thank you for forwarding Mr. ****'s concerns and we apologize for any inconveniences they may have experienced. We consider this matter resolved. 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.
Initial Complaint
Date:08/26/2024
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.
On Thursday August 15 around 4:15 am I lost contact with the internet. I called Metronet about this at 4:24 am only to discover that my Wi-Fi equipment no longer had power.

Further investigation led to discovering no power to the stove, oven, microwave, 4 of the 5 receptacles in the den plus the one in the hall and those in the guest bedroom. As temperatures rose, I learned that the HVAC had no power.

Later on that Thursday morning, August 15, I called the company who installed the HVAC. They said to call an electrician which I did.

The electrician came to the house Friday, August 16. His diagnosis discovered that we were only getting half of the power that we should. I paid the electrician $319.93 for his diagnosis. See his attached invoice.

The electrician called ********** ********* who took it over from there and repaired the problem.

They asked if anyone had done any work in that part of the front yard lately. Yes, I said several months ago that Metronet installed their WIFI fiberoptic cable.. The ********** ********* people claimed it was a Metronet problem. They said that they were going to contact Metronet. See the attached pic of the damage done by Metronet and the Sedgwick Claim Management Ruling about any liability borne by the ********** *********.

On Saturday, August 17th, I still was not connected to the Wi-Fi despite the recovery of full power late Friday afternoon. The attached pic shows the Wi-Fi equipment receiving power, but not showing being connected for those red lights are green and white when connected to the Wi-Fi. The attached pic was taken at 12;15 am on August 17th

Metronet must bear responsibility for this loss of power. They must pay me back $319.93 for me paying my electrician's diagnosis bill. They spiked the power chord which caused our house to loose half of its power.

********** ********* solved the power problem on Friday, August 16. Metronet completed burying a new fiberoptic cable yesterday, August 22.
Business Response
Date: 09/05/2024

Thank you for passing along the concerns expressed by Mr. *****'s. 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: 09/06/2024

Complaint: ********

I am rejecting this response because:your company denied taking responsibility by not offering me a refund for the electrician's diagnosis in direct response to the damage that your company caused.

Sincerely,

**** *****
Business Response
Date: 09/17/2024

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: 09/18/2024

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,

**** *****

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Metronet is NOT a BBB Accredited Business.