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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

    • 335 total complaints in the last 3 years.
    • 116 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:07/24/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've been trying to contact Metronet through all customer contact methods for 4 days, starting on July 21, 2025. No one has ever answered the phone (45 min+ on hold), nor responded to the text support option, or an email sent to customer support. I've been a customer for about 3 years and wish to cancel. I need them to:
      1- confirm the cancellation
      2- instruct me about the need to return equipment and how to do that
      3- to make sure I am no longer billed, or threated by collections when I don't pay.
      4- there should be a prorated amount due since I've tried to cancel before the next bill is due.

      It is very frustrating to waist this time when there seems to be NO ONE working at the company.

      Business Response

      Date: 07/29/2025


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

      Customer Answer

      Date: 07/30/2025

       

      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:07/21/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Metronet installers have abused the utility easement of my property. I am not a customer , yet they have been on my property 3 times, each weeks apart. Each time they spend a full work day in my back yard. This time they set up an umbrella, chair, and table. Today they claimed that they would complete work in 5 hours. It has been over 6 hours. I demand that they finish their work and never come back to my property.

      Business Response

      Date: 07/23/2025


      Thank you for passing along the concerns expressed by Mr. ******. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the concerns mentioned in this complaint. We apologize for any inconvenience. 

      Customer Answer

      Date: 07/23/2025



      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:07/21/2025

      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.
      The internet service was canceled and the service rendered inoperable. This was confirmed by the R*** doorbell ceasing to work and operator not being able to connect thereafter. Equipment was boxed up and returned per instructions. Metronet will not close account and is billing for services they are not providing until they receive equipment back. It is impossible for service to be used without equipment. This is fraud and malpractice but the company will not acknowledge such.

      Business Response

      Date: 07/29/2025


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

      Customer Answer

      Date: 07/31/2025



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and while I remain unsatisfied with my treatment by the business, I will no longer pursue any additional remedy. 



      Sincerely,



      *** *****

    • Initial Complaint

      Date:07/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 1, 2025, I paid $142.52 to MetroNet for internet installation at my residence. The installation was originally scheduled for May 7, 2025, but to date — over two months later — I have received no service and no meaningful communication.

      I have followed up multiple times and was repeatedly given vague explanations and false assurances. Most recently, a MetroNet representative (***** from Sales Support) told me the local installation department would be contacting me with next steps. That never happened.

      To make matters worse, on one occasion, on July 12th MetroNet’s technician sat parked outside my home for over two hours without ever attempting to contact me or approach the house. Then proceeded to cancel the appointment for the day with no explanation. This level of unprofessionalism is completely unacceptable.

      As of July 18, 2025, I have received nothing in return for the $142.52 I paid. I am formally requesting:
      1. A full cancellation of my installation request
      2. A complete refund of the $142.52 installation fee I paid on May 1, 2025

      If MetroNet cannot fulfill its basic obligation to deliver service or provide updates, I do not wish to continue doing business with them. I will also be sharing this experience publicly to prevent others from going through the same situation.

      Business Response

      Date: 07/24/2025


      Thank you for passing along the concerns expressed by Mr. *******, and we apologize for the issues described in the complaint. The 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:07/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company representative likes ******* ***** and ****** ******** are rude and must be miserable with there jobs as all they said is no make a payment in which I explained to them I already made the payment. They are trying to take additional money from me. When I requested a manager they denied me access to one. My bill was $36.46 and when I paid the reconnection services of $50.00 I ended up paying $96.46 which covered everything I spoke with a rep previously and she told me that my balance was $0 and I owed no additional money on my account. This company has been nothing but problems and headaches. It's take over 45 minutes to get a representative and then some of them are rude and do not help.

      Business Response

      Date: 07/21/2025


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

    • Initial Complaint

      Date:07/17/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For two days I have been attempting to contact the company via three different contact methods, resulting in over 3 hours of time spent, trying to discontinue service after an outage for over a week that has not been resolved.
      The last interaction, company [Metronet] called me (not me call them again), I was placed on hold for 35minutes after being informed I wanted to cancel. Employee assisting once connected was friendly but informed me I could not cancel my service until equip was shipped back. Two emails were to be sent to my email on file that include shipping label and instructions. No email has been received in over 12hrs since contact. All other emails from provider has had issues being received in over 5yrs of service with company. No email is in any inbox or spam folders. I am being forced to continue being billed a service that I cannot use or cancel at no fault to my own.

      Business Response

      Date: 07/18/2025


      Thank you for passing along the concerns expressed by Mrs. ***** and we apologize for any inconveniences. 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: 07/24/2025



      Complaint: ********



      I am rejecting this response because:

      After filing complaint, within 3hrs I received initial emails I was to receive day prior. A pending credit was going back to my card on file the following day. Equipment has been sent back via F**** shipping label that was provided the next available business day. Pending credit has since been removed (no credit being received) and online portal of provider is still showing active service.



      Sincerely,



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

      Business Response

      Date: 08/01/2025

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

      Customer Answer

      Date: 08/05/2025



      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:07/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Early in June 2025 my internet went out, as MetroNet was installing another customers service. (They cut my fiber optic line)
      6/18/25 MetroNet’s independent contractor came to bury the line, and the following occurred:

      - they left some of the wire above ground in 2 separate areas. This is unsightly, and also makes mowing very difficult.
      - they significantly damaged the landscaping barrier around utility boxes. One area has an entire chunk removed, and it has been cut in 2 other places. The entire barrier will need replacement, and MetroNet needs to pay for this.

      I called MetroNet 6/18/25 to report issues, and was told someone would contact me within 24 hours. I never heard anything from them, so I called back on 6/28/25. I was told a supervisor would contact me within 5 business days, and again no one called.

      At this point I want an executive from MetroNet to call me directly to solve this issue. I am not calling MetroNet again to wait 20-30 minutes for someone to take my call, and then placed on hold.

      Thank you,
      ******** *****

      Business Response

      Date: 07/15/2025


      Thank you for passing along the concerns expressed by ******** *****. 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:07/14/2025

      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.
      My internet with Metronet went out today, 7/13/25, so I decided to contact support. After going through the process of technical support - they sent me to support stating that I had an issue with payment. When I got to support - they said that on 1/30 I got a cancellation notice to pay my balance within 14 days or I would be cancelled and I didn’t - so I would need to send back the equipment and there was nothing they could do to help me. I told them that this information was completely wrong, as I never received a cancellation notice and that I had been making payments (albeit sometimes a little late) and have had continued service until now. The lady didn’t even try to look into it and assist, even when I asked for her manager, and just completely dismissed me. It is extremely upsetting that I have been a loyal customer with them since 2023 and I am being treated this way. I want this resolved as soon as possible and their staff retrained about customer service, as well as financial compensation for the inconvenience and stress this has caused for me and my family - not to mention we have most likely been utilizing our services through our phones instead of the actual WiFi while thinking it was us using the WiFi. The lack of communication in this is also not acceptable. Also, I continued receiving invoices even up to this month, which shouldn’t happen if a service has been disconnected.

      Business Response

      Date: 07/15/2025


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

    • Initial Complaint

      Date:07/14/2025

      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.
      Metronet was installed in our neighborhood and there has been non stop harassment from their employees going door to door since. I have a no solicitation sign, a no trespassing sign and our community has registered as a no solicitation community. I have asked multiple times (at least 10 times) for you guys to stop ringing and knocking on my door. You are relentless and do not follow basic courtesy or local laws.

      Business Response

      Date: 07/15/2025


      Thank you for passing along the concerns expressed by ******** ******. We apologize for any inconvenience they may have experienced. In efforts to reach an amicable resolution, Metronet is working hard to investigate internally to address the concerns mentioned in this complaint.

      Customer Answer

      Date: 07/15/2025



      Complaint: ********



      I am rejecting this response because:

      I want to be assured that the people that you have on the ground are properly trained to follow laws regarding solicitation. When I ask them why they are soliciting a property clearly marked with a no trespassing and no solicitation signs they always say “we’re just letting you know that we are in the area” 



      Sincerely,



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

      Business Response

      Date: 07/16/2025


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

    • Initial Complaint

      Date:07/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Beginning in early May, I have been working with Metronet to replace my fiber-optic cable. The cable was damaged originally because of another business (********) laying their own conduit through the easement of my house. In this period of time, Metronet committed a mistake of burying the wrong cable when almost everything was ready. This happened because they sent an incompetent person who confused the two cables - an temporary drop and a new one. Now, they are supposed to send another technician to get this done. Throughout all of this time (since early May), my backyard has been covered with several cables that make mowing grass and many other things quite difficult.

      Business Response

      Date: 07/21/2025


      Thank you for passing along the concerns expressed by Mr. ****** and we apologize for any inconveniences. 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: 07/26/2025



      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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