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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

    • 322 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/20/2024

      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.
      On or around 8/25/23, my metro net service stopped working. Metro net came out to my house, looked at the service and determined that they could not provide service to my house (something about the signal not stretching far enough). I then cancelled my service and they picked up my equipment. Since then, they have been charging me monthly for a service that they not only are they not providing but have told me that they CANNOT provide.

      I called a week ago to try to get a refund and they refused. A supervisor was supposed to call me to discuss and has not. I tried to log in to my account to cancel the payment, but cannot because I don't have service, so I don't have an online account. Another payment of $94.50 was taken from my account today.

      They owe me a total of $1,030.70.

      Customer Answer

      Date: 08/20/2024

      I was finally able to speak to someone at Metronet yesterday who agreed to refund most of the amounts taken and assured me the autopayment had been stopped.  I am satisfied with this resolution, so this case can be closed.

    • Initial Complaint

      Date:08/20/2024

      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 sent a technician out to visit my home regarding the complaint of internet connection dropping randomly. Their remedy was to install wifi range extenders to meet our needs. Technician stated that would fix our problem.
      We were told the wifi extender was set up and active.

      Almost a year later, we have the same issue. We didnt have any other internet providers in the area until this summer. Now that we have ATT in our neighborhood, i called Metronet back to see what could be done. This is where I found out that they had been stealing money from me.

      Metronet customer "support" tells me that I am being billed for the 3 wifi extenders and that NONE of them have been online and active since the install. Metronet acknowledges this but they have a 90 day policy to dispute charges.

      My complaint and desired outcome: I asked Metronet to fix the issue a year ago. I agreed to the wifi extender installed if it would fix the service i paid for. Now they tell me none of them have been working since the install date. I want to be refunded for this.

      Metronet states that i should have been able to know because the technician downloaded a router app to my phone. The technician did not download an app to my phone. Nor was an app even discussed as a monitoring tool. I expect Metronet to install a device and for it to work and if it doesnt, i should be able to call and have the issue resolved or refunded.

      Metronet charged me for 3 wifi extenders for the past year. I want refunded for all 3 of them that have not been working for the last year.

      Business Response

      Date: 08/22/2024


      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:08/16/2024

      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.
      Twice now, a metronet door-to-door salesman wedged a business card through my doorframe to the interior of the home (right next to the very visible "NO SOLICITORS" sign on the center of my front door).

      I have a doorbell camera recording. They also stared into the kitchen window while waiting at the door. My wife was home alone and was scared to see that someone had tampered with the door.

      Business Response

      Date: 08/19/2024

       Thank you for passing along the concerns expressed by Mr. ********, and we apologize for the issues described in the complaint. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.

    • Initial Complaint

      Date:08/14/2024

      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.
      I have requested since the beginning of August for my account to be closed. I have returned all equipment. I have called multiple times to have this account closed. I keep getting the same answer that Metronet is back dating the bill and are escalating the issue. Yesterday I get a text reminder that auto pay is going to take a payment out of my checking account. I called today again multiple times. I got the same answer as before. We will back date and escalate the issue.

      Business Response

      Date: 08/16/2024


      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 ************.

      Customer Answer

      Date: 08/27/2024

      I was just charged again this morning. After repeated requests for this account to be closed, it remains open. All metronet keeps doing is making adjustments and never closes the account. I have been requesting for almost two months at this point for the account to be closed. 

      Business Response

      Date: 08/28/2024


      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:08/14/2024

      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.
      I called to disconnect business in April and was told that I must return equipment before they would cancel service. I had disconnected ALL equipment and planned to return it, but fell ill a few days later and have been hospitalized since. I called today to request a refund backdated to the date that I called and they refused, saying that it raised red flags and that I should have had someone call in. They would’ve offered a technician to pick up the equipment for me. I explained that I was unable to call for myself as I was unable to speak, that it was on autopay, and that it was the least of my families worries at the time. I asked to speak to a supervisor and said that they couldn’t transfer me to anyone else. The lack of compassion and customer service is absolutely unacceptable. I would love to speak with someone regarding this to make it right. I have bills to pay and the fact that your garbage internet, that barely worked, is way overpriced, and now I’m out hundreds of dollars for a service I wasn’t using and couldn’t disconnect due to hospitalization. Based off this, I would never recommend you to anyone.

      Business Response

      Date: 08/16/2024


      Thank you for passing along the concerns expressed by ***** ******, 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 *************

    • Initial Complaint

      Date:08/13/2024

      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.
      They damaged a sprinkler head/ I had to pay my company for the repair and seek reimbursement from Metronet on my own. I have called them and given them information, they have sent two company representatives to verify the place of damage/repair, but still no action to reimburse. The damage occurred in possibly April 2024 and I have been calling this company since May almost weekly to try to get reimbursed.

      Business Response

      Date: 08/14/2024


      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:08/12/2024

      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.
      I am not a paying customer of Metronet. June 5, 2024 I returned home from work with a cable going into the ground in my yard, about 10+ feet of cable running above ground in my yard going through my fence to the North side neighbors yard. I called the company that evening and informed them that I am not a paying customer and asked for assistance and information on when the cable would be buried. The company told be it would take about a week or two. I asked them to rush this if possible because at the time I had a 5 month old puppy who would not leave the cable alone and was a risk for chewing through it. They understood and told me it would take about a week. Since the first phone call the cable has been buried on the North side of the fence, but not ours. I have called the company 4 times since June 5th and have been given three difference deadlines for when the job would be completed and none have been met. I have not received a single phone call from the company in return. I have called the city of ******* twice. The first time that call was returned a week or so later with no answer to why the job has not been completed and was told to give it another week. I called the city again a week later an informed the it has still not been taken care of and want a return call with another update. I have not received that return phone call. As of today it is still in my yard, above ground. As of yesterday my dog chewed through the cable and ingested some of it, which I have warned Metronet and the city or ******* that I have been worried about for the past 8+ weeks. I have videos I am unable to attach of the original cable and from yesterday and it being chewed in half.

      Business Response

      Date: 08/23/2024


      Thank you for forwarding the concerns expressed by Mrs. **** 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 ************.

      Customer Answer

      Date: 09/04/2024



      Complaint: ********



      I am rejecting this response because: there is still a in-ground box that they have left in our yard. They have removed the remaining wire and we were told they would reroute it elsewhere. That is great, but they need to remove and fix what they placed in our yard. Including, seeding for grass to regrow where they dig up our yard.  



      Sincerely,



      ***** ****

      Business Response

      Date: 09/11/2024


      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 ************.

      Customer Answer

      Date: 09/12/2024



      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:08/12/2024

      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.
      The company signed me up for service without my consent and after I attempted to cancel service, they sent technicians on multiple days to my house to install their service, again without my consent.
      08/06/24 – ****** from Metronet came to my house attempting to sell fiberoptic internet. I told him I was happy with our current internet service. He asked for my name, phone, and email so I could ‘speak to some people in a couple weeks or so about installing the service.’ I gave him my information and he left.
      08/06/24 – I received an email with an invoice from Metronet that I was signed up for an installation, which I did not agree to.
      08/06/24 – I called Metronet and told them to cancel my installation and that I was not interested in their service. The associate on the phone said the service was canceled.
      08/07/24 – I found a Metronet technician outside my house on my lawn attempting to install a fiberoptic line to my house. I confronted him and told him I did not want the service. He left.
      08/09/24 – I found 3 Metronet technicians outside my house on my lawn attempting to install a fiberoptic line to my house. I confronted them and told them I did not want their service. They left.
      08/09/24 – I called Metronet and explained that I did not want their service and asked them to stop sending technicians to try and install fiberoptic. The associate on the phone said the service was canceled and she was not sure why they were at my house.

      Business Response

      Date: 08/12/2024


      Thank you for forwarding Mr. ******'s concerns and we apologize for any inconveniences they may have experienced. 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: 08/13/2024



      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:08/08/2024

      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.
      I called to cancel my service in April 2024 due to moving and no longer needing the internet. I was told at that time that my service would be cancelled and that I would be responsible for returning the equipment or I would be billed for it. The equipment was unfortunately misplaced temporarily in the move. I did locate and return the equipment and I did get credited for the equipment. However Metronet is saying that I owe a monthly service fee for services May, June, and part of July 2024. I’ve called several times with no results. I am being billed for internet services in a home and state that I did not reside in after canceling service. I returned the equipment I should not be being billed for services that were cancelled

      Business Response

      Date: 08/08/2024


      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 ************.

      Customer Answer

      Date: 08/12/2024



      Complaint: ********



      I will happily accept this resolution once I have received either paper or email confirmation showing my account balance at $0 like they said. 



      Sincerely,



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

      Business Response

      Date: 08/15/2024


      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 ************.

    • Initial Complaint

      Date:08/05/2024

      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 began service with MetroNet April 11th 2024. In order to begin service, fiber optic cables had to be installed. The technicians came and installed them April 11th 2024. I was told that, weather permitting, the cables would be buried within 2-4 weeks. After 6 weeks and no contact was made to schedule an appointment, I spoke with customer support and they escalated the issue. Since then, I have contacted customer support on 6 or 7 different occasions to have someone follow up with me. I’ve been told 4 separate times that a supervisor would call me and follow up to resolve this issue but I have never been contacted by any supervisor. On August 1st 2024, I contacted MetroNet for the last time in which I was told that a supervisor would call me the same day and I never heard from anyone. Customer support has been as helpful as they can be, I was given a bill credit for the month of September 2024. The issue seems to be with the drop bury team who has never once contacted me to schedule an appointment or even follow up with my complaints. The cables pose a risk being exposed for such a long period of time and has already once been damaged by city street sweepers. This is a hazard to be left on the side of the road and in the yard.

      Business Response

      Date: 08/16/2024


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

      Customer Answer

      Date: 08/16/2024



      Better Business Bureau:

      While the issue has been technically resolved, I have yet to hear from a single person regarding this issue. I am frustrated that no one has contacted me to explain or apologize for the immense waste of my time and energy.




      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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