Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  These METRONET FIBER internet guys were in my mom's backyard digging all over the place laying down internet lines. Well, while they were doing that one of them accidentally cut my mom's current internet line (which is not associated with METRONET). Then after that they stated that they cannot do anything about it because it is not their internet line (my mom currently has a *********** account). To me this is absolutely ludicrous, that's like someone walking into your home and breaking something incredibly important and then saying "sorry about that, you fix it - it's your responsibility. They break something and then take no responsibility for it, not doing ANYTHING to expedite the process of getting her internet line back up and running. So, not only has she unexpectedly and unnecessarily lost her internet, but now she has to spend another 1-2 hours contacting her current ISP to try and get something scheduled. And of course nothing like that can be scheduled immediately, so in the end she will ultimately have lost her internet service for at least 2-3 full days before it's working again. All the while, the company RESPONSIBLE for this, does ABSOLUTELY NOTHING. I called them and wanted to speak to a manager and they wouldn't even let me because I didn't have a METRONET account, so even when I was trying my best to resolve it on my own, they block me access. Not only that, the customer service agent hung up on me, something that has NEVER happened in the hundreds and hundreds of customer service calls that I have made through out my 44 years of life. I can't believe that a company can get away with something like this, coming out of it completely unscathed.

  Business response

  01/27/2025

  
  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.

  Customer response

  02/02/2025

  I spoke with one of their representatives yesterday. The conversation was basically what I expected, with them just saying "Yeah, sorry about that" while offering no kind of compensatory resolution. 

  I am not satisfied with their response, but I don't see this really going anywhere, so instead of having to continually deal with something that seems pointless, I will just end the complaint. 

  Sincerely, 

  *** ********* 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Metronet staff trespassed onto our property. They dug up our yard and plants. They messed up my beehives. I took photos. They had no permission to come on our property. They have been trespassing and destroying property in other neighborhoods as well. They cut our internet line and our internet has been down for 4 days.

  Business response

  01/13/2025

  
  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

  01/08/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was promised a $200 gift card for opening an account with Metronet which I did in February. In June I got an email saying I needed to fill out form and return to get my gift card. I did this online and waited. Email said would take at least 60 days. As of beginning of October, hadn’t gotten gift card so called customer service. Spoke to ****** who was nice. He said to refill out the form and he would notify the gift card department and someone would call me back. On 11/1 I called again as no card, no call from anyone. This time I talked to ******** who went thru the whole thing again. I told her has redone the form and she said to wait till December as took 60 days from my last fill of gather form. Again on 12/6 I call, with ***** who says she will get message to the department to call me. On 12/9 I call and insist on someone higher as getting the same bs from customer service. I get transferred to ***** in Minnesota who says second form fill out wasn’t processed till October 28 and it takes 60 days so I will have card in the mail buy December 28. NO CARD!. Call back on December 31 giving time to figure in Christmas and ask to be transferred to ***** in Minnesota. ****** in Florida finally tracks down ***** and tells me she is on the phone and will call me when she gets off. As of today, Monday January 6, no card, no call from ***** and one totally ****** off customer. No way to escalate my displeasure on Metronet website so and doing so here. I’m also looking at other providers to see who will offer me a better deal. Metronet is not faster and their customer service is polite but useless.

  Business response

  01/15/2025

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

  Customer response

  01/24/2025

   
  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

  01/08/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Repeatedly coming to my residence to solicit business. Annoying representatives being aggressive.

  Business response

  01/08/2025

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

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are a bad company. When their team was laying fiber optic cables in my neighborhood. They damaged my sewer pipe. This lead to me and my family not able to use our bathrooms in our home for about three days. We got it fixed and upon multiple requests they said that they would take care of the fixing and diagnosis charges by the sewer company. I kept requesting them from May 2024 through emails, phone calls and messages to a representative of their company (******* *****). They keep saying that they will take care of it but never follow through on it. One of the crappiest companies that have dealt with. They did not pay the bill of the sewer company which then went into collections in my name affecting my credit history. They are a a very unreliable company and a bane to the community ** ********** *** *** **** ****. I don't know why the city allowed them to operate in our town. I hope no one uses their service. Shame on their company.

  Business response

  12/29/2024

  
  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

  12/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was told that if I signed up for service I would get a $200 dollar gift card after two months of service. It's been about 5 months and I haven't gotten my gift card. it was the only reason I left my prior service! false advertisement. they said because I am signed up thru a student account that I don't qualify for the gift card. in the fine print of the offer it says NOTHING about it not applying to students and I have a screenshot to prove it. I've called multiple times and they say they submit a ticket each time and I STILL have yet to hear from ANYONE. I was told on the phone when I signed up that I WOULD get the gift card and I made sure to verify multiple times before hanging up and they reassured me that I would get it. still haven't gotten it! false advertisement for sure

  Business response

  12/19/2024

  Thank you for forwarding **** ******** 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

  12/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We were very excited to have fiber internet come to the neighborhood. We called and set up service and had a technician come out for install. All downhill from there. -technician left install without saying anything -never had good connectivity, Internet dropped constantly and customer service was not helpful.they sent out a technician to troubleshoot and the connection was still spotty. At our technician visit they took our router with them, as they saw we were using our own. -finally decided to cancel since we work from home, we needed reliable internet. They refused to refund our $79 install fee. Should not be charged for an install of service we could never use. -we returned the modem to avoid being charged for the equipment and upon them receiving this they sated they are still missing the router that the previous technician took with him when he left. I called customer service and they can't guarantee we won't be charged the $150 for the equipment that we already sent back. -we were also charged for the service post cancelling, awaiting a refund for that. -requested a call back from a supervisor to which I did not receive I am now just waiting to hear from dispatch as apparently I have to handle this through them. I have spent several hours of my day trying to resolve for nothing but problems with this company. I can assure you, I will be reaching out to the an attorney if I receive any further charges for service and or equipment. This is by far the biggest headache and waste of time and money. I should not be out a dime but I am out $79 for the install and potentially another $150 should the technician not be able to locate the router he took with him. Absolutely unacceptable. - the router

  Business response

  12/13/2024

  
  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 response

  12/16/2024

   
  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 as long as they do refund me for the install.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have had significant issues with our TV signal since February of 2024, starting with the Superbowl. We have had several techs troubleshoot our issues over the phone and in person. Replaced equipment and NO resolution at ALL. We have continuing trouble with the shows freezing and pixelating. We loose complete service with all channels. Shows that are in high demand (football games, sitcoms) are horrible!!! We have been told by several staff members that Metronet is discontinuing their TV cable service in Indiana March of 2025 and that Metronet has weakened the band signals to the customers with cable, such as us. We have been informed we need to convert over to streaming services. We have called and complained to Metronet that we should not be charged $50.00 a month with them not fullfilling the agreement/contract we have with them. They have given us some credits two or three times with us calling and complaining with the TERRIBLE service. This slight credit only occurs after calling the 800# and investing 20-30 minutes repeating our frustrations with the UNACCEPTABLE network coverage. WE received a letter from Metronet on December 7th explaining their details of opting out of the TV service on March 11, 2025, and reccomending streaming services. It does state "Rest assured that your current IPTV service will continue with no changes until March 11, 2025!!" Something must be done for us and others who have trusted Metronet with the TV service and them breaking the contract with diminishing the band signals with our TV "basic" package. Minimum, we should be compensated, all customers experiencing these issues should be compensated for breach of contract. Plus, Metronet needs to be fined!! We will change to streaming services prior to March 11th, our TV service should remain with what our contract states and NOT experience the freezing or pixelating issues.

  Business response

  12/13/2024

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

  Customer response

  12/16/2024

  * ********** ********
  I am rejecting this response because: Metronet had a tech come to our home on Friday and stated that he could not fix the pixalating, freezing, or loss of service.  He checked the wiring and stated eveything was good, but he could not fix the issues.  Over the weekend, the pixalating, freezing, and loss of service was terrible, and still is!  Plus,we've gotten no $ comensation for our continuing issues, since February of  2024.  We hear the same thing from every tech that comes to our house, and this tech stated the same thing that it's within the Metronet service that is causing the issues!  
  
  Sincerely,
  
  ***** ********

  Business response

  12/29/2024

  
  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.

  Customer response

  01/02/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled all of my services with Metronet on July 30, 2024. The services included television service and internet. I returned all equipment and it was received by Metronet on August 6, 2024 in Evansville IN at 9:06 AM by ****. Metronet tried to withdrawal funds for automatic withdrawal from my checking account on 8/12/24 so I went to the bank and placed a stop payment on Metronet bills since I no longer had their equipment or services. I received a bill for service in September so I called and spoke to ***** (9/16/26 10:30 AM) who told me their records showed that they received the equipment and I should receive a credit in 2-4 weeks. October 16, 2024 Metronet attempted to withdrawal payment again from my checking account. Payment was refused due to the stop payment. Again, I called Metronet on 10/16/24 at 2:25 PM and spoke to ****** who stated she would stop the autopay as of that day and that I should be receiving a credit in the form of a refund within 30 days. I received a bill dated 11/20/24 stating I owed $184.71 and my account was being sent to collections. I called Metronet on 12/6/24 at 3:30 PM and spoke to ***** who told me that I was being charged insufficient funds fees from returned checks. This was impossible since the payments were made through automatic withdrawals. It has been 5 months that I have not had service and should have been issued a refund.

  Business response

  12/12/2024

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

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September, we cancelled our service, but we have been unsuccessful in obtaining our $265.00 credit refund. The service address was **** ** **** *** ******* ** *****. We have made several attempts to request this refund via customer service, namely on 9/14, 9/24, 10/7, 10/11, and 11/25, and we have been repeatedly assured that it is in process and the process can take up to two weeks. Could you please provide us with an update on when we can expect this refund? We request that the refund be issued to us by check and mailed to *** * **** * *** ***** ********** ** ***** as indicated by the address on file.

  Business response

  12/11/2024

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

*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. ↩