Business Profile

Telecommunications

Metronet

Headquarters

This business is NOT BBB Accredited.

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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

348 total complaints in the last 3 years.
126 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:09/19/2025
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.
On August 8th I made my payment for my monthly Internet bill in the amount of $74.46. Confirmation #: **********
Payment Date: 08/08/25 08:43:34AM CDT
Amount: $74.46
Checking/Savings Account Last Four: ****
Routing Number Last Four: ****
Name On Financial Account: ****** ******
IP Address: *********************************.

I paid my bill on time as I usually do. About 2 weeks later I received another invoice in the amount of $99.46. I called in to Metronet to see why did I receive a bill within the same month and a few days after I've already paid my monthly invoice for $74.46. there was no answer. So I thought maybe I forgot to make my payment so I paid the $99.46 Metronet Account Number: *******
Confirmation #: **********
Payment Date: 08/19/25 10:07:24AM CDT
Amount: $99.46
Checking/Savings Account Last Four: ****
Routing Number Last Four: ****
Name On Financial Account: ****** ******
Then I received an email that I owe $218.92 on September 3rd. My bill of $74.46 is always due on the 8th of the month. So I was about to make my September 8th payment for$74.46 and that's when I saw the $218.92. I called customer service and told them what was happening and asked them to explain these charges especially after I paid my monthly bill on time. They claimed that my payment was stopped via ACH and my bank returned the payment. I contacted my bank and had them on 3 Way call with customer service from Metronet. My bank confirmed they did not cancel or stop my bill payment. And confirmed that I did not request to cancel my payment either. So I advised them that maybe they were having an issue with their payment system or maybe there's an issue with the 3rd party payment system that did not process my payment AFTER I received confirmation of my payment. They argued with me, hung up on me, and I requested a supervisor call for them to explain why this would have happened and to remove any late fees due to their system error. No one helped!
Business Response
Date: 09/23/2025
Thank you for passing along the concerns expressed by ****** and we apologize for any confusion and/or misunderstandings. 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: 09/23/2025

Better Business Bureau:

I have spoke with and 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:09/15/2025
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.
Dear Better Business Bureau,
I am filing a complaint against Metronet for delays in installing fiber internet, which I preordered in April 2025 at [Insert Your Full Address]. As a software engineer working remotely, I urgently need reliable internet, unlike my current provider, ***. Despite fiber being installed nearby, Metronet has repeatedly delayed my installation, with the latest estimate being summer 2026—an unacceptable timeframe.
I’ve contacted Metronet multiple times via [specify methods, e.g., phone, email] without clear answers. T-****** staff, a Metronet partner, also provided no construction timeline details. These delays are disrupting my work, and I’m eager to switch to Metronet for its superior service, even offering to sign a long-term contract or prepay 1-2 years if installation is prioritized.
I request Metronet:
Provide a firm installation date within 30 days, confirming permit status and nearby fiber progress.
Consider prioritizing my installation for a prepaid commitment.
Business Response
Date: 09/22/2025
Thank you for forwarding ***** 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.
Customer Answer
Date: 09/22/2025

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:09/10/2025
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.
We canceled this service and sent back all their equipment. This was in March of 2025. I was told that we would receive a credit by mail. We never received a credit and they continued taking out if our account. We had to call them monthly and finally disputed through our back. Our bank found the dispute to be legit. They have now taken $200 out of our account unauthorized. They are terrible to deal with. I will be sending this back with my bank but they need to stop taking money from people who have done everything correctly to get rid of their service.
Business Response
Date: 09/15/2025
Thank you for forwarding ******** 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:09/08/2025
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.
At some point in August of 2025 my neighbor had Metronet installed using a box on our property. Metronet cut our Invisible Fence line. (They also cut it when they installed our Metronet service). They are batting two for two. I had the fence repaired at a cost of $253. On August 28 after over an hour on hold, I got a real live person on the phone at Metronet. They said they would e mail me with the details of the call AND would have a manager call on September 2nd...Neither happened. On September 4th I repeated the process and the EXACT same thing happened which was nothing. I was on hold 47 minutes this time on my second call. I did not time the first call on September 4th. Metronet owes me $253 and they are not reachable or accountable. Can I get paid for my 4 to 5 hours working on this? I have texts from the invisible fence tech. and a picture. Please advise next steps.
Business Response
Date: 09/11/2025
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: 09/15/2025

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:09/08/2025
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.
Have tried calling 2 or 3 different times. Been on hold for probably 2 hours total and still cant get a hold of anyone. Ive tried in the morning at 9 something or also in the late afternoon. Just want to cancel or switch to a different plan. If someone can call me please.
Business Response
Date: 09/11/2025
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: 09/13/2025

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:09/08/2025
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.
I had signed up for Internet with this company. I was advised I would receive a gift card after my second payment for signing up for internet. I contacted the company to see when I would receive my gift card. They said after my second payment. I contacted the company two more times bc I hadn’t received the email. I was just told the promotion was never added to the account and now I have to wait till I make two more payments. This is not right. I did what I was suppose to do. Not my fault no one else caught that. I want the $200 gift card I was told I’d get for signing up without having to wait for almost 60 days
Business Response
Date: 09/09/2025
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 *************
Initial Complaint
Date:09/03/2025
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.
Resubmitting with my full name.
This has been the worst customer service experience I've likely ever had. I can't even get someone on the phone to cancel my service. So I need that to be done. Our service unexpectedly went out on 08/20. I called multiple times and was on hold for over an hour without someone picking up to assist. I eventually got through. Tech support determined a tech needed to come out. Scheduled the next day, luckily. Two people in our home work from home and work in essential medical care roles serving those with mental health needs and children with disabilities. We were unable to do our jobs due to the internet being out. So 08/21 a tech came out late afternoon. Was out working at the line for a couple hours before telling me the problem. He advised the line was not buried like it was supposed to be for about half the line. And the person who ran the line didn't leave enough slack for it to be repaired. So someone else would have to be sent out to fix it. He assured me his boss would have someone come out the same evening. I received a text a couple hours later from someone saying they couldn't do it because they didn't have enough fiber line and the warehouse where they get supplies closes at 3pm. But he assured me he would be here the following day by 1pm to fix it. He didn't come until after 4pm and left after some time without fixing it. Us now missing an additional day of work and then was offered for him to come out late afternoon again. I asked for the morning and he agreed on a time. He didn't show at the time I texted 15 minutes later, and didn't hear back from him, or his boss, or anyone from the company for 2 days after this. I switched back to our other provider as we couldn't miss more days of work for an issue that was pushed off like this. Honestly I feel our bill should be reduced due to missed work and days without service but I will be happy with having it canceled.
Business Response
Date: 09/03/2025

We appreciate Mr. ****** bringing this concern to our attention. In order to better investigate and determine next steps, we are asking for the pertinent service 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 *************
Customer Answer
Date: 09/03/2025

Complaint: ********

Calling is not an option as I am on hold for hours without any contact with a human. The service address is ***** ****** ******* ***** ** *****. I would like compensation for the days of service and work missed but I will accept the immediate closure of my account. As I haven't even been able to get in contact with anyone to cancel my service.

Sincerely,

*** ******
Business Response
Date: 09/05/2025
Thank you for forwarding ***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 and 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:09/02/2025
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.
For the last two months now I have been receiving emails from Metronet paymentprocessing a day or so after my bill is due stating that I have a returned payment that is past due. My August bill was just do on 8/29/25. I received a email today stating that my payment returned as of 9/2/25 and they disconnecting my service. Today is 9/2/25 and customers are allow 18 days before disconnection. The problem revolves around Metronet billing system is not correcting the past due amount since July for $94.46 that was returned and has since been paid plus return fee. This issue is causing me hardship because my account shows I am only 4 past due and Metronet shows I owe two months. Customer agent today I spoke to name ***** was rude and actually hung up on me.
Business Response
Date: 09/11/2025
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.
Customer Answer
Date: 09/11/2025
The calls that have been made to me are during my works. I would like to request calls be made to follow up to me after 330pm CT Monday -Friday.
Since my initial complaint. My internet service has been turned off twice!!! Starting 9/3/25 before 18 day grace period. Called and spoke to rep named
*****, very nice and setup a payment arrangement by force and she guaranteed I would have no other issues. Arrangement was set for 9/15. She said fee for $35 would be removed. Last night 9/910/25 my service was shut off again while the arrangement was in effect.!!! I work from home and it's imperative that I have connection. I am receiving auto mated emails to shut off my service each month before due date and within 18 day grace. Repeatedly!!!
I spoke to ****** at metronet last night she says the system is targeting my account and disconnecting my service. She was uncertain why.

I really need to speak to live person on a corporate level immediately. AGAIN, please call me after 330PM CT. If you could email prior to calling at ********************** first. This way I can prepare to accept your phone calls. Numbers come through a scam do if you can provide your number you will be calling from that would help. I pray that my service will not be interrupted again before next Monday!

The customer service is very bad so I would that we can make a definite connection.

****** ****

Customer Answer
Date: 09/11/2025
I still not satisfied with this outcome this issue is worse now.
Customer Answer
Date: 09/11/2025

Complaint: ********

I am rejecting this response because:

My services have been interrupted twice before grace period and while on a payment arrangement. The system is targeting my account to disconnect and my account is shows it should not.

The calls that have been missed are because your calling while working. Please send a email to ********************** prior to calling. The best time to call me is after 330pm CT M-F

Sincerely,

****** ****
Business Response
Date: 09/16/2025
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. However, there has been a credit applied to the account in the amount of $25.00, making the balance owed $69.46. Should ****** have any additional concerns, we invite them to contact our Billing Department at ***** ************ ******** **************
Customer Answer
Date: 09/16/2025

Complaint: ********

I am rejecting this response because: I need to speak to a live person. There are still unanswered questions regarding emails that I receive every month since July in error.
By September 29th when the bill is due the emails will threaten to shut off my service before the allowed 18 days grace. Nothing has been answered about that!! Please call me directly after 3:30pm during the week.

Sincerely,

****** ****
Initial Complaint
Date:09/02/2025
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.
I signed up for Metronet a year ago and got the 1-year free trial of Eero whole home internet. Once they started charging $9.95 a month for it, I bought my own router and mesh system and tried to cancel the Eero subscription. They don't have an option to cancel through the website. I have emailed and called multiple times over the last few weeks and have not been able to get through to anyone, and I am still being charged. It seems like the customer service phone line is not staffed, since they say at the beginning that it will be a ten-minute wait, but after half an hour, I'm still on hold.
Business Response
Date: 09/02/2025
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: 09/02/2025

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.
However, the company did not contact me. The only way that I was able to get ahold of a customer service agent was to call again, say that I wanted to pay my bill, then ask to speak to a representative, tell that person that I wanted to cancel whole home internet, which he misinterpreted as me saying I wanted to cancel my service entirely, which then got me sent to the loyalty department, where someone was able to resolve my issue.
Before that, I spent over an hour on hold on multiple occasions. The online customer service chat also doesn't work, as you can see in the attachment. This is ridiculous and unprofessional.

Sincerely,

****** **********
Initial Complaint
Date:08/28/2025
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.
I contacted Metronet on August 14th, 2025 via email to report that the outdoor fiber optic line cover is damaged. I am respectfully requesting that they contact me and repair the damage as fiber optic lines are exposed. I am requesting the repair be completed at their earliest convenience for the safety of my dog and 2 yr old child who have easy access to the exposed lines. Thank you for your time and consideration.
Business Response
Date: 09/05/2025
********Thank you for passing along the concerns expressed by **** 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: 09/08/2025

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,

**** *******

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Metronet is NOT a BBB Accredited Business.