Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Complaints generally allege damage to customers property, delays in straightening billing accounts, delays in cancelling services, delays in burying cable, difficulty in getting responses when contacting company, delays in providing service and no notice or asking permission to come on customer property. Complainants also allege difficulty in receiving refunds and/or reimbursements and repeated solicitations to purchase service.

Complaints

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

Customer Complaints Summary

319 total complaints in the last 3 years.
120 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.

Initial Complaint
Date:04/21/2025
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.
Metronet digs holes, dislodges landscaping brick, leaves junction boxes and wires on the ground, does not secure loose wire covering on/by utility pole in back of m property that I mow and maintain. Called directly last spring with no reply
Business Response
Date: 04/25/2025

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: 04/25/2025

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:04/21/2025
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.
My Metronet account number is ******* and I have never received service for this account. I was charged immediately and when I contacted to have services installed, I was told that for a student discount more information was needed which I am not willing to provide to receive a service that I am paying for. I then informed customer service that I wanted the service cancelled and I also spoke to members of "loyalty support" via my ************ phone number. If calls are monitored, please revisit my call in the month of March as now that I am calling again for refund no one is willing to help. This is extremely poor unprofessional service in which a new internet provider in the area is now acting like a pirate. I cannot believe Metronet has not refunded me for a service never provided. I would a refund immediately, as I am tired of calling customer support with false promises provided. I am due $59.56, not to mention the ridiculous credit card fee.
Business Response
Date: 04/23/2025
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: 04/25/2025

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:04/21/2025
Type:Billing 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.
Metronet has continuously caused me and my family stress from the time they started digging in our yard without permission, leaving us with no Internet for days at a time. We go through *********** for our Internet service, however Metronet continues to send us a bill each month for a service we do not use through them. We originally were going to switch to Metronet until they took days and days to bury the cable, both times they were unsuccessful getting it buried in time before pets or elements damaged the line. We have called countless times to try to problem solve with them, without resolution, ultimately causing us to remain with ***********. Metronet continues to send me a bill each month for equipment/service I do not have or use. I have to take time out of my day to call them to let them know I do not have service, and I should not be receiving a bill. Each time I call, I get a different response. The last time I called approximately a month ago when I received the last bill, I was assured I would not receive another bill and my service (that never happened) was going to be cancelled and I would not need to worry. I need this company to lose my contact information, to stop billing me for a service I do not have, and be done with me and my family. This has been the absolute worst customer service experience of my life. The mess they created in my yard at the start of this interaction with Metronet is an entirely different story and complaint. For now, I need them to STOP sending me bills, correspondence of any kind, and never contact me again. After spending hours on the phone with them over the last 2-3 months, I am simply not getting anywhere and I am asking for assistance for them to stop billing me for SOMETHING THAT DOES NOT EXIST in my home. I do not have their equipment (picked up on March 18), I do not have a service of any kind from them, and I am finding it to be harassing at this point that I continued to receive bill from them and have to call eac
Business Response
Date: 04/29/2025
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: 04/29/2025

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. The response by MetroNet states that the bill statement will be remedied by crediting the account. That’s the same response I’ve received over the last 4 months. Although I hope this situation is resolved, I don’t believe it yet. If I receive another bill next month, I will be reaching back out to BBB. Thanks for the efforts to rid this problem.

Sincerely,

******* *****
Initial Complaint
Date:04/11/2025
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.
This business is falsely advertising the prices on their services. I was promised a price of $59.95 for internet services and found a hidden fee of $12.95 on my bill. After calling and discussing this with metronet customer service, they advised it's a mandatory fee that they place on every account. While I did agree when signing up for the services, I was unaware that they would be charging the additional fee on top of the service. The extra charge is a "tech assurance" fee and the representative explained that it is a fee so that they can maintain their equipment in the field to ensure service works properly. I would assume that my monthly payment that was advertised to me would cover maintaining the equipment for the service. I have been paying months on this bogus charge and would like assistance seeking a refund from metronet as they refused to back down on asserting their hidden charge is valid.
Business Response
Date: 04/15/2025

Thank you for passing along the concerns expressed by Mr. ******** and we apologize for any confusion. We have contacted them directly and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Customer Answer
Date: 04/15/2025
Hello,
I responded to their inquiry but this issue is far from resolved. They continue to deny their bogus charge and will not provide a refund. This illegal charge is placed so that their equipment works properly to ensure they provide me with the service I have been paying for. I would think they would need to ensure their equipment works without charging me as how would they get the service to me. They explain this is a charge placed on every account meaning the advertised price is not the price needing to be paid to receive service.
Business Response
Date: 04/17/2025
Hello,

Metronet discloses all applicable fees at time of signup and explained to the customer. Please assist in getting this complaint closed. Below is the written communication with Mr. ********, as well.

You were sent an email on March 15, 2024, that listed the Tech Assure fee of $12.00, that would be applied into your monthly cost. This fee increased in June of 2024, and all customers were notified. Your notification was listed on your Invoice printed on May 10, 2024, due on or before May 31, 2024. The Tech Assure Program is required to receive our services (as explained in our Terms and Conditions found here: *************************************************************************** for a monthly fee of $12.95 and it covers any service call or broken Metronet owned Equipment. This monthly fee negates having to charge the customer a large one-time service fee if a truck must be dispatched to the customer’s home for a service call.
Initial Complaint
Date:04/10/2025
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.
Tuesday, March 25, 2025 I began contacting MetroNet to inform them that fiber optic underground internet line is fully exposed. Myself and another who resides at the residence have been submitting numerous service tickets to have fixed. MetroNet has not responded nor contacted me regarding this matter. I have a small child and pets who play in the backyard and prior to lawn services I am attempting to prevent injury or disruption to service to those who are customers. I am respectfully requesting that MetroNet resolves this matter. Thank you for your time and consideration
Business Response
Date: 04/14/2025

Thank you for passing along the concerns expressed by **** ******* and we apologize for any inconvenience. We have corrected this at the site and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Initial Complaint
Date:03/25/2025
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.
Around the 20th of December my tenant noted a problem with the sewer line. The plumber went and "fixed" it. About 4 days later the tenant called again and reported the same problem. The plumber suggested a camera check. We found out that Metronet, who was drilling the lines for the new fiber optic cable service in December, had perforated the sewer line. We contacted the company, got a claim number and at the same time I had to have the problem fixed. (we could not have the tenant with backing up sh... in his bath tubs and showers). After several contact intents I finally started to email with Mr ****** He is giving me the run around sins January. Bottom line is the "Metronet fun" is a 4 figure tab which I have not been reimbursed yet. It looks like that no one at Metronet seams to be responsible for it. Metronet has shown a pattern of dishonesty and negligence. If you value integrity, safety, and costumer service, stay far away from this company.
Business Response
Date: 03/25/2025

We appreciate Mr. ****** bringing this concern to our attention. In order to better investigate and determine next steps, we are asking for the pertinent address so we may further review and investigate. If there are questions or if they would like to discuss further, we invite them to contact us at ************. why here...
Customer Answer
Date: 03/25/2025

Complaint: ********

The address is **** *** ***** ** ******** **** TX

Sincerely,

****** ******
Business Response
Date: 04/03/2025
Thank you for forwarding Mr. ****** concerns. Metronet is committed to building our infrastructure in a safe and responsible manner, and we apologize to ****** for the complications experienced. The parties involved in this matter have attempted to work together toward an amicable resolution and have been successful.

Should they wish continue discussing this matter, we kindly invite him to contact our Customer Service Department at ************.
Customer Answer
Date: 04/08/2025

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:03/19/2025
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.
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:
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 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:
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.
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:
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 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,

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

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Metronet is NOT a BBB Accredited Business.