ComplaintsforMetronet

Telecommunications

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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.

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Initial Complaint
08/31/2024
Complaint Type:
Customer Service Issues
Status:
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.
On August 28, I filled out a request online to get Internet to my house with Metronet. After talking with my partner Wednesday the 28th I went in person to my local metronet to cancel. My appointment was supposed to be Tuesday, September 3 my digital guide told me that someone would be coming 1 to 2 days Before hand to pre-roll a line. The person came the same day. I canceled a day early from when they were supposed to be on my property. I have a line now coming out of my neighbors yard into my yard. I was told that no one would be at my house after I canceled so I was very upset to come home to see this line. Thursday I call back and I’m told that this line will be removed within 48 hours here we are and I still have the line. I just spent an hour trying to get someone out here to remove the line now I am told I have to fill out a form since I canceled my service and that is gonna take 10 business days for them to come back and get the line. The technician was never supposed to be here on Wednesday the 28th the 29th was the earliest that they were supposed to arrive. It is not my fault. The technician came a day early and I feel like I am being bullied to use their service because if I’m a paying customer, they remove the line but since I canceled services they won’t come out and remove the line that they messed up and that was not supposed to be put in. I have talked to two different technicians three customer service reps get a different story from every single person. This is clearly not an honest company. And now I’m stuck with a cable line for service that I canceled and do not want that was never supposed to be preinstalled to begin with. 10. Business days is unacceptable solution.. There was no authorization for anyone to be on my property when I was not home three business days before installation when they’re only supposed to be here one or two days before installation. I also never received an email confirming my cancellation,
Business response
09/05/2024

Thank you for passing along the concerns expressed by ******** ****** and we apologize for any inconvenience they may have experienced. 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
08/30/2024
Complaint Type:
Billing Issues
Status:
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.
We ordered internet service with Metronet. We were guaranteed that the service was reliable and that the company was as well. Our Internet service has been out several times in the last two weeks since the service started. Today it went out and the tech support man said that they wouldn't send anyone out to fix the problem for a week. That is totally unacceptable. When we had Spectrum they came out the next day after a problem was reported. The Metronet salesman told me and guaranteed me that Metronet was as reliable as Spectrum. It's obvious he was deceptive to get me yo sign up.
Business response
09/09/2024

Thank you for forwarding Mr.******'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. 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
08/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Today (08/29/2024) I ordered 1GB internet service from Metronet after careful comparison of the pricing of providers in my area. The advertised price was $49.99 per month, with a $10 increase after one year and another $10 increase after two years. I looked as carefully as I could but the only additional fee shown was a $75 installation fee. Only after signing up and scheduling the installation was I shown that my monthly bill would be $68.50 - included was "whole home wifi" I saw offered but did not request, and a $12.95 "tech assure fee" that had never been presented before. In addition, the statement noted price increases of $14.95 the first year, $10 the second year, and $20 the third year - not the promised $10. This brought the actual price of the service well above competitive offerings - a classic "bait and switch". Advertising deceptively low prices and failing to disclose substantial fees (a 26% price increase on this plan) until after the commitment has been made, as well as including services that were offered but not accepted, no doubt in hopes it wouldn't be noticed after the deal was consummated, goes beyond bad business practice to bordering on fraud. The only positive thing I have to say is customer service answered quickly and politely cancelled my order.
Business response
09/06/2024

Thank you for passing along the concerns expressed by Mr. ******** and we apologize for any confusion. We consider this matter resolved. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Initial Complaint
08/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In March/April 2024, Metronet laid cable throughout my neighborhood; no one requested this. After they had laid the cable, they went from house to house, asking individuals about signing up for their cable services. They were also offering a 200.00 dollar gift card if you took at least 1GB. I took the 1GB and had the service installed in April. After a month, I didn't receive the gift card, so I called Metronet and was told I would have to pay for two months of service. After two months had passed, I called again, and I was told that I would receive an email. To verify my information, which I never received. I waited another month and called again and was told the same thing. I called last week and was told by a customs service representative that she would look into it and ensure I received the email again the previous week; that didn't happen. I have paid for five months and have yet to get this gift card.
Business response
09/06/2024

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 ************.
Business response
09/23/2024

Thank you for passing along the concerns expressed by Mrs. *******. 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.
Customer response
09/23/2024

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
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Incomplete install of cable across private property
Business response
09/06/2024

Thank you for forwarding Mr. ****'s concerns and we apologize for any inconveniences they may have experienced. We 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
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Thursday August 15 around 4:15 am I lost contact with the internet. I called Metronet about this at 4:24 am only to discover that my Wi-Fi equipment no longer had power. Further investigation led to discovering no power to the stove, oven, microwave, 4 of the 5 receptacles in the den plus the one in the hall and those in the guest bedroom. As temperatures rose, I learned that the HVAC had no power. Later on that Thursday morning, August 15, I called the company who installed the HVAC. They said to call an electrician which I did. The electrician came to the house Friday, August 16. His diagnosis discovered that we were only getting half of the power that we should. I paid the electrician $319.93 for his diagnosis. See his attached invoice. The electrician called ********** ********* who took it over from there and repaired the problem. They asked if anyone had done any work in that part of the front yard lately. Yes, I said several months ago that Metronet installed their WIFI fiberoptic cable.. The ********** ********* people claimed it was a Metronet problem. They said that they were going to contact Metronet. See the attached pic of the damage done by Metronet and the Sedgwick Claim Management Ruling about any liability borne by the ********** *********. On Saturday, August 17th, I still was not connected to the Wi-Fi despite the recovery of full power late Friday afternoon. The attached pic shows the Wi-Fi equipment receiving power, but not showing being connected for those red lights are green and white when connected to the Wi-Fi. The attached pic was taken at 12;15 am on August 17th Metronet must bear responsibility for this loss of power. They must pay me back $319.93 for me paying my electrician's diagnosis bill. They spiked the power chord which caused our house to loose half of its power. ********** ********* solved the power problem on Friday, August 16. Metronet completed burying a new fiberoptic cable yesterday, August 22.
Business response
09/05/2024

Thank you for passing along the concerns expressed by Mr. *****'s. 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.
Customer response
09/06/2024

Complaint: ********

I am rejecting this response because:your company denied taking responsibility by not offering me a refund for the electrician's diagnosis in direct response to the damage that your company caused.

Sincerely,

**** *****
Business response
09/17/2024

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.
Customer response
09/18/2024

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
08/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On or around 8/25/23, my metro net service stopped working. Metro net came out to my house, looked at the service and determined that they could not provide service to my house (something about the signal not stretching far enough). I then cancelled my service and they picked up my equipment. Since then, they have been charging me monthly for a service that they not only are they not providing but have told me that they CANNOT provide. I called a week ago to try to get a refund and they refused. A supervisor was supposed to call me to discuss and has not. I tried to log in to my account to cancel the payment, but cannot because I don't have service, so I don't have an online account. Another payment of $94.50 was taken from my account today. They owe me a total of $1,030.70.
Customer response
08/20/2024
I was finally able to speak to someone at Metronet yesterday who agreed to refund most of the amounts taken and assured me the autopayment had been stopped. I am satisfied with this resolution, so this case can be closed.
Initial Complaint
08/20/2024
Complaint Type:
Billing Issues
Status:
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.
Metronet sent a technician out to visit my home regarding the complaint of internet connection dropping randomly. Their remedy was to install wifi range extenders to meet our needs. Technician stated that would fix our problem. We were told the wifi extender was set up and active. Almost a year later, we have the same issue. We didnt have any other internet providers in the area until this summer. Now that we have ATT in our neighborhood, i called Metronet back to see what could be done. This is where I found out that they had been stealing money from me. Metronet customer "support" tells me that I am being billed for the 3 wifi extenders and that NONE of them have been online and active since the install. Metronet acknowledges this but they have a 90 day policy to dispute charges. My complaint and desired outcome: I asked Metronet to fix the issue a year ago. I agreed to the wifi extender installed if it would fix the service i paid for. Now they tell me none of them have been working since the install date. I want to be refunded for this. Metronet states that i should have been able to know because the technician downloaded a router app to my phone. The technician did not download an app to my phone. Nor was an app even discussed as a monitoring tool. I expect Metronet to install a device and for it to work and if it doesnt, i should be able to call and have the issue resolved or refunded. Metronet charged me for 3 wifi extenders for the past year. I want refunded for all 3 of them that have not been working for the last year.
Business response
08/22/2024

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
08/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Twice now, a metronet door-to-door salesman wedged a business card through my doorframe to the interior of the home (right next to the very visible "NO SOLICITORS" sign on the center of my front door). I have a doorbell camera recording. They also stared into the kitchen window while waiting at the door. My wife was home alone and was scared to see that someone had tampered with the door.
Business response
08/19/2024
Thank you for passing along the concerns expressed by Mr. ********, and we apologize for the issues described in the complaint. Should they have any additional concerns, we invite them to contact our Customer Service Department at ************.
Initial Complaint
08/14/2024
Complaint Type:
Billing Issues
Status:
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.
I have requested since the beginning of August for my account to be closed. I have returned all equipment. I have called multiple times to have this account closed. I keep getting the same answer that Metronet is back dating the bill and are escalating the issue. Yesterday I get a text reminder that auto pay is going to take a payment out of my checking account. I called today again multiple times. I got the same answer as before. We will back date and escalate the issue.
Business response
08/16/2024

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 response
08/27/2024
I was just charged again this morning. After repeated requests for this account to be closed, it remains open. All metronet keeps doing is making adjustments and never closes the account. I have been requesting for almost two months at this point for the account to be closed.
Business response
08/28/2024

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

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