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Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

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

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Metronet has 30 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/21/2022

      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.
      Yesterday evening 9/20/2022 2 Hispanic men were on my property I Had no idea who they were or why they were there anyway they had 2 large trucks with them one truck was chained to another they had driven onto the property and one truck got stuck so the other pulled it out. I have huge ruts from the tires and a lot of grass and plants tore up and destroyed also tire tracks in a large area. I do have pictures to substantiate this. I called metronet customer service and the best they could do is take my name and phone #. Told me a supervisor would call in 24-48 hrs as of today it's 22 hrs no call Today 9/21/2022 I was at work they must have been working on my property again left grass Debris on my driveway and black sticky tape in the ground around the poles this is terrible I've worked ******* this property in the year I've lived here and they just trashed and ruined it thanks for any help

      Business Response

      Date: 10/12/2022

      Business Response Thank you for forwarding Ms. ******'s concerns and we apologize for any inconveniences she may have experienced. We have attempted to contact Ms. ****** 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 XXX-XXX-XXXX should there be any additional concerns.

    • Initial Complaint

      Date:09/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A network chip has been broken on one of Metronets network hubs since 9/12 in the *********** *********** ****** area they have refused to fix it. Resulting in worsening outages over the last two weeks. I work fully remotely. I am a software engineer. This has destroyed my ability to work. It was out nearly all day last tuesday. And now its been out all day today. They need to fix this or they need to pay me for a high end sotware engineers salary for two weeks and also fix the issue. This is unacceptable. It is effecting many, many people ruining their ability to work remotely.

      Business Response

      Date: 10/05/2022

      Business Response Thank you for passing along the concerns expressed by Mr. **** and we apologize for any confusion. We have spoken directly with Mr. **** and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

    • Initial Complaint

      Date:09/17/2022

      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.
      I notified Metronet in early June 2022 that I would be terminating my service with them. My last day of service would be July 2nd ( I had a new provided starting on that day.) I received email from Metronet giving me instructions about returning their equipment and I did that on July 2nd. On or about July 5th I saw a withdraw from my bank account for $70 from Metronet. I called and someone confirmed that the auto payment just didn't catch up with my termination and they assured me I would get a refund. Since then I've called and spoken with a Rep 3 different times and each time they tell me its being processed. The last time I spoke with them was two weeks ago and the rep apologized and said "oh, I see what's wrong." I fixed it and you'll have your money soon. Today is Sep 17th and still haven't received. It's not that they only owe me $70, but the fact that they can get away with this. If it were reveresed, they would have already terminated my service. Please ask Metronet to give me back what they over charged me in July.

      Business Response

      Date: 09/21/2022

      Consumer Response I finally received my refund. (Ref#XX-XXXXXX-XXXXXXXX-X-XXX)

    • Initial Complaint

      Date:09/13/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9/13/22, at 12:11pm-12:49pm CST (37 mins) - I called Metronet to inquire about updating the outdated router that was issued to me. After giving my information to he woman who answered, she told me that she was going to "call tech support for me and help me work through the issue." Over 20 minutes later I found out that I was not on hold, but rather transferred. I had to give all of my information again and start over explaining my issue. The gentleman from tech support initially told me that I could not upgrade my router and even though it was several years old, that it would support the gigabit speed I pay for and was sufficient. I told him that I am very familiar with the technology and I know this was not true, which he then admitted, but afterwards became very argumentative. He cut me off several times and eventually transferred me to customer service before I could finish with my inquiry. When I spoke to customer service, the gentleman was very polite, immediately informed me that I was eligible for the newer router. Based on my previous interactions, I am still unsure if this is going to happen, since I have been given conflicting information from different representatives on the same phone call. I am hoping to have someone reach out to me so that I can get this issue resolved and have some clarity.

      Business Response

      Date: 10/17/2022

      Business Response Thank you for passing along the concerns expressed by Mr. ***** and we apologize for any confusion. The installation of the new router was completed on 9/16/22. Should Mr. ***** have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I would like a phone call or direct email from the business. This has not been resolved in the manner the business stated. I have reached out to customer service and my issue was not resolved. Business Response Thank you for forwarding Mr. *****' response. We have attempted to contact Ms. ***** 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 XXX-XXX-XXXX should there be any additional concerns.

    • Initial Complaint

      Date:09/12/2022

      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.
      I sold my house and canceled MetroNet services. I received my updated bill that shows I returned the equipment and that I have a credit balance of $93.85 (5/1/22 invoice date, XXXXXXX account number). Over 4 months later (today is 9/12/22) and I still have not received the refund for the credit balance on my account. I have tried calling but hold times are long and I haven't been able to successfully even reach a person to get this resolved.

      Business Response

      Date: 09/26/2022

      Business Response Thank you for passing along the concerns expressed by Mr. ******, and we apologize for the issues described in the complaint. The credit balance on the account has been paid out and will be mailed to the updated address within the next week. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Refund check received on 9/26/2022.

    • Initial Complaint

      Date:09/09/2022

      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.
      I have never been a customer of this Internet service provider but once i inquired when their services would be available in my neighborhood (05-30-22). They told me they would inform me when the services are available and then i started to get bills and phone calls stating that my account is past due. I have called multiple times and each time I get them to zero out the bill but then a few weeks later it just keeps happening over and over. I have never been a customer or signed a contract. I get physical paper bills with my name and address and even a account number that shows total and past due charges. I would like this account to be closed as I never authorized or signed any paperwork agreeing to the services of METRONET. I feel like this is intentional because I said no to their services.

      Business Response

      Date: 09/28/2022

      Business Response Thank you for passing along the concerns expressed by ***** ****** and we apologize for any confusion. A correction to the billing has been made and they should receive no more invoices. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

    • Initial Complaint

      Date:09/08/2022

      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 signed up for Metronet in March, 2022. At the time of signup the sales person promised my line would be above ground only temporarily (a month at the most). It's now September and the line is still not buried. I've called them dozens of times and they offer no solutions. The reps seem incapable of scheduling the burying of the lines. They only have excuses and refuse to offer solutions. The line originally ran through my lawn making cutting the grass extremely difficult. Since installation the line has broken twice (lines are supposed to be buried to avoid being broken) resulting in days of no internet. At one point they attempted to bury it but damaged the line when they tried. They did not check to see if it was working before leaving. I was again out of internet for days and had to make special arrangements with my work in order to be home for them to fix it. Their fix was supposed to be temporary. They didn't have enough cable so they ran the line over my driveway where it is now being driven on every day. Despite that being the "temporary fix," it's now a month later with no word on when the line will be buried. I would like my line buried right away or I would like a representative from Metronet to collect their equipment and cancel my service. I don't see why I should have to package up their equipment and return it to them when they have failed do what they promised. Their lack of customer care has wasted dozens of hours of my time and caused endless frustration.

      Business Response

      Date: 10/05/2022

      Business Response Thank you for passing along the concerns expressed by Ms. ******** and we apologize for any confusion. We have spoken directly with Ms. ******** and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

    • Initial Complaint

      Date:09/06/2022

      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.
      I was told by tech support that an outage was my fault, and a tech was needed to fix the issue. The internet connection was working fine in the days pervious to when I called tech support. I called on 9-6-2022 because it has been a day that the internet has been out. ( I am aware that the TV service is out.) I have reset the modem and my router multiple times on my own, and at the behest of tech support. Tech support can see my modem (node) on the thier system. I have also factory reset my internal router and devices can connect properly to my side of the LAN. I am not seeing how the lack of internet service is my fault. Can someone explain?

      Business Response

      Date: 09/23/2022

      Business Response Thank you for passing along the concerns expressed by Mr. ******* and we apologize for any confusion. We have spoken directly with Mr. ******* and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX.

    • Initial Complaint

      Date:09/03/2022

      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.
      I have been a customer with Metronet for over a year. This month when I went to pay my bill it went up from $55.55 per month to $80.50 with no warning or explanation. I reached out to customer service though their email system. They responded asking for more information but I have yet to receive a response and my bill remains $80.50.

      Business Response

      Date: 09/09/2022

      Business Response Thank you for passing along the concerns expressed by Ms. ***** and we apologize for any confusion. We have spoken directly with Ms. ***** and consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Metronet contacted me after filing this complaint and we were able to resolve the price and billing issues.

    • Initial Complaint

      Date:09/03/2022

      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.
      MetroNet quoted in 2020 that service in my area would be done by late 2020. Two years later they have not yet begun work to install. MetroNet does not communicate with 'early' sign on members when there are delays. I followed up tonight for my annual check in on progress and was told there was another 12 month delay, however they have plastered my area with 'construction has begun!' Signage which is false. MetroNet needs to remove signage that is false until such a time they have in fact begun construction, and as a consumer goods company should start communicating proactively with customers that are now on the hook for installations that likely will be surprised for most especially when there is a 2+ year lapse in sign on since they do not communicate with customers. Additionally they should solicit waiting customers as to whether they would like to remain on a future install list or would like to be notified when construction has actually started. There practices are borderline false advertising and the wait is absurd. Signage stating nonexistent construction needs to be removed as this is not true.

      Business Response

      Date: 10/19/2022

      Business Response Thank you for passing along the concerns expressed by Mr. *****, and we apologize for the issues described in the complaint. Should Mr. ***** have any additional concerns, we invite them to contact our Customer Service Department at XXX-XXX-XXXX. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The company did not address any of my concerns and I have contacted customer service previously without resolution. False advertising signage continues to be up in our neighborhood and I will contact the states department of consumer affairs to remedy Business Response Thank you for passing along Mr. *****'s concerns and we apologize for any inconveniences he may have encountered. Currently, the area is still under construction in which their property is located. We have spoken directly with Mr. ***** regarding the status of available services and offered a pre-signup option so he may be first in-line when service becomes available to his area. Should they wish to continue discussing this matter, we kindly ask him to contact our Customer Service Department at XXX-XXX-XXXX

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