Complaints

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

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  Metronet

  3701 Communications Way Evansville, IN 47715-8929

• 

  MetroNet Lafayette

  414 N Earl Ave Lafayette, IN 47904

• 

  Metronet

  146 W Market St Wabash, IN 46992

• 

  Metronet

  13800 E Michigan Ave Galesburg, MI 49053

• 

  Metronet

  111 Commerce Dr Franklin, IN 46131

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: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,
  
  
  
  **** *******

• Initial Complaint

  Date:08/27/2025

  Type:Sales and Advertising 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 with Metronet in February 2025 under a promotion for a $100 Amazon giftcard. I received an email from MetroNet to provide my information so the giftcard could be sent. I received confirmation that the giftcard was ordered from Amazon to be sent to my email on 3/31/25. I had not received the giftcard so I contacted Metronet around the end of May 2025 to advise I had not received this and to inquire on status of receipt of the giftcard. I was told to wait a week and call back if I still had not received. I contacted Metronet again on 6/3 via Chat to advise I still had not received the giftcard. Again, I was asked to wait another week and contact them back again if not received. I contacted them again on 6/12 via Chat with **** and for the 3rd time, was advised to wait a week and contact them back. I contacted them back on 6/20 via Chat with *** and was advised that they had no control over when Amazon would send the giftcard and to continue to wait. I then called into customer service on 6/20 and spoke with ********* who advised that they re-placed an order with Amazon to send the giftcard to my email. It is now over 2 months since my last inquiry on the giftcard and over 6 months since I signed up for service under this promotion and I still have not received the promised $100 Amazon giftcard. At this point, I am ready to cancel if this cannot be resolved through the BBB which is disappointing because my internet service is great, but the fact that this company has yet to honor a promotion that I signed up under and gives the excuse that they have no control over when Amazon will send the giftcard is unacceptable and I feel very deceived.

  Business Response

  Date: 08/27/2025

  
  Thank you for passing along the concerns expressed by ****** ******** and we apologize for any confusion and 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: 08/28/2025

  
  
  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:08/25/2025

  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.

  Signed up 5gb plan, when I was contacted told no 5gb available.
  
  Notice that it was live, scheduled for 7/26
  Tech came out, terminal was not lit up, would be contacted within 48 hrs with update
  No contact, called back 7/29, was told needed escalation, would hear back within 24 hrs with update.
  No contact, called back 8/3, was told there was a response that came in same day of call on 7/29, but was never communicated to me, scheduled install 8/3
  Tech came out and verified live, was not able to pull line. Contacted supervisor while on site, was told should have response within 24 hrs
  No contact, called back 8/11 and was told the issue had been fixed, and scheduled for 8/12. Asked for confirmation of fix since I hadn’t seen any trucks and was put on hold and then was confirmed fixed.
  Immediately called back to reschedule due to scheduling issues, scheduled for 8/13 8-10a. Received txt msg saying 8/13 3-5p, immediately called back again, and again confirmed changed to 8/13 8-10a.
  Tech did not show up 8-10a time slot, called back and it was still scheduled from 3-5p, but could come 12-3p.
  Tech arrived and confirmed it was indeed NOT fixed, and was not able to fish a new line. Asked permission from supervisor to use main trunk line, which was collapsed also. Tech said there were no notes put in from the 8/3 visit about there being issues, which is why no one was sent out to fix.
  Tech came out 8/16 to fix neighbors internet and confirmed terminal->mid box was now clear. Scheduled tech for 3-5 8/16
  Tech came out 8/16 and ran line from terminal to mid box, but said mid box to house was blocked and would put in order to fix it, or get permission to run thru two neighbors yards. Requested to fix properly.
  No contact, called Metronet and was told conduit is scheduled to be fixed 8/22.
  No contact, called Metronet 8/22, asked for status, as no one came out to repair. Was told it would be escalated AGAIN and there was no contact email or phone number for me to escalate to.

  Business Response

  Date: 09/02/2025

  Thank you for passing along the concerns expressed by **** 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:08/21/2025

  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 advertises 2G speed through fiber. This is what I chose and pay for. I am not even getting 1G. I have been on the phone for over 4 hours with them and I get the same runaround, no answer or generic answers from email. It is one big runaround. The tech support and even technician that came to my house either do not seem to know what they are doing, what the other agents have noted or make empty promises to fix the problem or call me back. They don't I have been given 1 credit but expect at least a full month of credit. Hold times are around 1 hour or more. I usually have to hang up after no answer. They had a technician come out and all he did was switch out a router that did the exact same thing as the other.....not the 2G speed I am supposed to get. Then there is this app for their equipment....eero app that claims it is receiving 1.94G to 1.99G ALL THE TIME. It is a fake reading. Speedtest by Ookla is what I/ they actually use and I only get speeds around 940 Mb up and down. I have been on the phone (mostly holding with no answer) at least 11 times at this point. I reach tech support usually very late at night but cannot stay on for their shannigans as long as they want me to. It is a game. A lie. I have also did what the automated said I could do...ask for a callback when lines were clear. I received a callback (when I couldn't answer) *7 HOURS LATER*. I ask for assistance from the BBB or anyone else at getting REAL help and resolution from Metronet.

  Business Response

  Date: 08/26/2025

  Thank you for passing along the concerns expressed by customer 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: 08/26/2025

  
  
  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,
  
  
  
  ******* ***

• Initial Complaint

  Date:08/21/2025

  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.

  My sister in law was diagnosed with Alzheimer’s in 2024. She moved out of her home in spring of 2025. She used Metronet as her internet provider. We contacted Metronet July 18 to disconnect service. We explained her condition and was told she’d receive partial refund after her home closed on July 24. We asked for shipping label to return all equipment and dropped off equipment to *****. Equipment was received by Metronet July 25. On August 19, she was charged $244. We contacted Metronet immediately and after 20 minutes on the call with customer service, we were told she’d receive a check in mail for $244 plus partial month refund after service was canceled. I believe this was deliberate fraud charging $244 knowing they received equipment a month ago. My sister in law is in no condition to monitor these matters. I check her bank account daily to make sure she is not a victim of scammers and fraudsters. Metronet should be ashamed for this practice!!!!

  Business Response

  Date: 09/02/2025

  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.

• Initial Complaint

  Date:08/19/2025

  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.

  A tree fell across their line which disconnected my internet. I texted but it said no csrs available. I then got on their chat but no response. I called and spent hours on hold. By the time I got ahold of someone I just asked them to cancel. I paid my final bill and they then proceeded to send me another bill. I canceled on 7/28 and they billed me for August. I texted again and immediately got ‘no csrs’ available. I called again, and was placed on an extended hold again.

  Business Response

  Date: 08/19/2025

  
  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: 08/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  1) The balance is not adjusted on the portal.  It still reflects $75 due on the 8th.
  
  2) The staff never informed me of any equipment returns or provided instructions.  I just got off the phone with customer care who said that I would be required to continue paying until the equipment was returned.  I finally got a return label and they said they would credit me IF I got the equipment back, but they refused to send me that promise in writing.  They also didn't specify what equipment they show I have.  I do have a gateway that was originally provided at no cost, it was not a rental, and I provided my own router.
  
  To continue to bill someone for a service which isn't being provided without any instruction is deceptive.
  
  I will consider this matter resolved once I can see the balance is zero and it's in writing that no further action beyond returning the gateway and its power cable is needed on my part.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 08/19/2025

  Communication was sent to Mr. ***** today, prior to the response provided to the complaint and attached. If Mr. ***** should you have any further questions, please reach out to performance Assurance directly. 

• Initial Complaint

  Date:08/19/2025

  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.

  Internet provider is blocking a website. Called in several times each time we get a ticket/case number and then never hear a reply back. Each time we call back in they state the ticket was either closed or does not exsist yet again no resolution. Previous case number *** ***********
  
  Our business requires access to this specific site as they are a customer/client. I am filing this on behalf of ******* **********. We are their MSP. We have located the issue to be localized to the state here. We have tried on other clients that use the same ISP and get the same issue. Metronet previous ***** fiber needs to resolve this issue. This has been ongoing since April 2025. The website in question is ************  outside of this location others have no issue getting to the site. We have tested on another ISP and do not have this issue. Please resolve this ASAP

  Business Response

  Date: 08/26/2025

  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: 08/26/2025

   
  
  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,
  
  
  ***** *****

• Initial Complaint

  Date:08/18/2025

  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.

  Outage. AGAIN. In my building. This is a weekly occurrence. And the average hold time is 1-4 hours to speak to someone...

  Business Response

  Date: 08/20/2025

  Thank you for forwarding [customer’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.

• Initial Complaint

  Date:08/14/2025

  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.

  My internet has been out and the company has not replied to emails, texts, website chats, or phone calls, I have even tried getting them to reply on F******* messenger, they will NOT reply. I need to cancel the service and I cannot do it without speaking to someone.

  Business Response

  Date: 08/15/2025

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

• Initial Complaint

  Date:08/14/2025

  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.

  Cancellation Issue!!
  Good morning,
  We called and spoke with K******, metronet customer service employee, Thursday night at 5:55pm CT. After being on hold and finally talking to her for an hour and 5 minutes she said our account was cancelled and we don’t owe any money. She also stated as she would email us a confirmation of that statement but has yet to do that. Please know we canceled our service at the beginning of June. We do not owe you any money. Please take us off your email list and stop asking us to pay you for a service we do not have.
  Attached is a screenshot of that call. Please reply with a confirmation of our cancellation and no money owed. We even received a credit for the month of June.
  This is what we have been emailing daily

  Business Response

  Date: 08/14/2025

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