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MetroNet is a new and growing company that continues to struggle with the technology. Two to three times a month, our TV loses its signal. We've had problems with the cable nodes outside and that always takes a few days to fix. A brand new cable-box went out and had to be replaced, another two days. After midnight, some nights, the TV loses signal and miraculously comes on before 6AM. Hmmm, are they shutting it off during non peak hours?
Next comes the billing. We pay by autopay and this month, MetroNet reported my bank account closed. After talking with bank people, a transaction was never attempted on my account. I talk with billing at MetroNet, they have no idea what is happening. I called and after hours of talking with technical folks, it appears MetroNet has a glitch with their software in submitting my transactions, even though it has worked prior to this month. All in all, Comcast has fewer problems all the way around. But Comcast finds ways to escalate your bill. You start at $98 a month and a year later, you'll be paying more than $170 a month with the same services. MetroNet at least maintains you monthly cost. So if you can put up with poor service and like the cost, go MetroNet. If you can afford more per month, go Comcast.
Over the last year I have had to have them replace fibers three times. I also would have to wait a minimum of a day before someone could come out. I also have had issues with billing. I apparently was not paying taxes for the last seven months and got an enormous bill. I always paid automatically so I never looked at the bill in detail. Get a huge bill and I was responsible for it. My thought was if you’re not billing me you shouldn't be able to collect after the bill was paid in full. That's on you! You failed to bill then you should accept responsibility. Overall not at all satisfied.
Metronet came into the Lexington, Kentucky in 2018 and activated internet services in mid-summer of 2018. I was told by the sales people that the 1 Gig package for 59.95 was available and would be for 18 months. 09/16 - 10/15 1.0 Gigabit/250M 59.95 - Promotion through 03/15/2020. Suddenly on the February billing statement there was a change to the wording to the original promotion on my statement. 02/16 - 03/15 1.0 Gigabit/250M 69.95. 6 months @ $59.95 + 12 months @ $69.95 - Promotion through 03/15/2020. This was never the offer that I agreed to, it was never identified on previous billing statements and notification of a change was never communicated to me by Metronet. In essence they lied. I do not do business with liars.They have been discontinued in my home!
Sales guys came by in the fall. Promised cheap, fast internet and free TV. When finally came 2 months ago, Internet was fast and inexpensive, but TV was more expensive than Spectrum with worse DVR. Asked about the promotion and went from "we never offer that" to "the promo is for basic tv with only a few channels" despite the leave behind I have with all the promises... And if that wasn't enough, they also added a $10 "technology fee" which they say is in case there is a problem and need to send a technician... Why is a a problem with your technology my expense? And of course that wasn't covered in the sales pitch... Not to mention the $5 "Billing fee" for a paper statement (which I never requested). I had such high hopes after such a bad experience with Spectrum, but sadly Metronet hasn't proven any more honest or trustworthy with their business model...
Just like other reviewers have explained, the contractors showed up and dug a big hole in my front yard. They said they are only contractors and I should take my complaint to MetroNet. After they were done, they put some grass seed and covered them with straw stuff (almost winter). After a few rain showers a large rectangular area where the circular cap is sank several inches and nobody has come to inspect the work of these expert contractors and repair my front yard. In some other areas of our county there is orange pipes are still sticking out of ground. I think homeowners should take MetroNet to court for creating ugly landscape in their front yards.
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Internet service went down in the evening. Called support. Performed troubleshooting suggested by customer support individual. Nothing worked & have to wait until morning for tech department to call & set up an appointment. Ridiculous that technician cannot be scheduled to come first thing in morning. Who knows how long internet service will be down. I have service less than a month & I am already very dissatisfied!
They have overcharged me for services, when contacted on phone, and after speaking to at least 5 different people, I went to the local office in person and I was not only told it was taken care of, but that I would not be charged for the equipment rental, and that the servicemen would be picking up the equipment. The servicemen picked the equipment up on Jan 7, 2019. YET, When the statement came in the following month, they charged me for what I have already paid, the equipment AND then double charged me for the next month services. Charges came up to equal $382.26, when the actual charge is only $13.99, (for 1 week of internet service). I'm done with this company after trying to deal with this for over a month now.
I was a very happy customer with MetroNet, easy setup, quick turnaround, and good internet, until I received my first bill. I switched over based on a promotional offer. I had multiple calls with the sales reps asking many questions. My first bill came with an additional tech service fee of $9.95 and this is recurring monthly! THIS WAS NOT MENTIONED AT ANY POINT IN TIME OF THE SALES PROCESS! Indeed it was indicated on the advertisement but you had to get your magnifying glass to see it. This is honestly not ethical and although does not categorize as False Advertising, it certainly comes very close to it!
My point is, if MetroNet had said this directly, I still would have purchased the service because I was so desperate for good internet. Now that they are not a very honest business, I will give my money to someone who is. Lost a customer and could have been totally avoided! Go back to business school and take a course on doing ethical business.
I took the leap and scheduled to make a change from Spectrum to MetroNet. What a mistake I made. I was told that I have internet and cable installed on Saturday February 2nd between 12-5 pm. I took the day off for this and wanted it done before the Super Bowl. 5 pm came around and still no call or technician. When I called they had bumped me to Monday the 4th for the same time slot. After having taken Saturday off for the install. No call or anything. Needless to say I won’t be doing any business with MetroNet if this is how they start their relationship with customers.
John ** gave us great customer service today. Our credit card company reissued us a new credit card which caused our automatic payment not go through. John waived the $25 fee and helped us get the new credit card number in the system. We appreciated his friendly and helpful service.
I'm in a quandary because suddenly I arrive home one day and find these guys digging holes in my yard (and the entire neighborhood). We have an in-ground sprinkler irrigation system with plastic lines and heads, easily damaged. I talked to the job boss and he said, "Don't worry, we won't damage your irrigation system BUT if we do we or somebody will fix it." Ha. Fortunately it has been turned off for the winter so when it is turned on in the spring our company will see if there are leaks, fix them and send the bill to MetroNet.
I asked who gave them the right to start digging in my yard, they said the city has a 15 ft easement on which anybody can dig holes and run stuff under my yard for the common good and for their business' good. It's probably in the law also that I do not have to be notified of this intrusion onto my private property. Just the same, if they wanted my business and goodwill they should have notified me. This intrusion was on its way and I could do nothing about it. I have complained to the city for what it's worth. Does this practice create goodwill? I think not.
First of all, the installation process was a fiasco. The technicians acted like they were doing this for years but clearly acted like amateurs. After several hours, they had the fiber installed. I paid for a static IP address that took over a week to get running because it was not "provisioned" correctly. After a few weeks, I checked my internet speed and found it averaging 60MB with occasional 100MB speed. All fine and dandy but the promotion I signed up for was 200MB speed. I called support and they ran tests and had me reboot, which I had done previously before calling, and they said they would have to send a tech out.
The day before the tech showed up, the entire service went down. Supposedly a cut in the line. The tech shows up clearly acting like a puppet and had no technical skills. His repeated response was "I have to do what support tells me to do." Guess what? I can't check my speed because service is still down and they rolled a tech on a call for 1 item but couldn't complete due to the second issue of no service at all. After receiving the bill, I called up to complain again about speed but they said I am on the plan I signed up for which was 100MB. I said, "No, the plan I signed up for was a promotion for 200mb." "Sorry, I don't have a record of that." Of course, you don't. I may have complaints about Comcast, but Metronet takes incompetence to a whole new level.
I was asked for contact information so they could inform me once the fiber optic cables were installed in my neighborhood. I was more than obliged because I'm ready to switch from Spectrum's crappy internet service. However, we get thru all my contact info, he then asks for my ss#, which I find odd for contact info. I asked him why they need it, he said it's just for verification purposes, like other utility companies. I then asked is it required to submit with my contact info and he said yes.
I ended up giving him my ss# since they are a legit business. But boy was he a liar. He basically signed me up for service and ran a credit check. I DID NOT AUTHORIZE THIS (Any of the utility companies I go thru, NEVER run my credit when establishing service, even Spectrum). He lied to me and was completely deceitful. I've tried calling the business several times but the phone system hangs up on me. I will likely be contacting BBB in regards to this company if they do not respond to my email in a timely manner.
I've read several reviews here that are very negative. I, however, have had only positive experiences with MetroNet. The only problems I'd had were related to fiber internet being new in the neighborhood. They didn't last long and were resolved within 30 days when they completed the install for my entire neighborhood in Oswego, IL. I get full gigabit speed. Downloading nVidia's video driver package, which is about half a gig, is so fast it is done downloading in 8 seconds yes, I timed it :-). I do not have their phone or TV service.
I was with Frontier for 8 years and had intermittent outages every other week. Had an outage once that lasted for 4 months... and still received a bill. They were horrible about returning calls, never gave the promised refunds, and never fixed the problems with my internet. When MetroNet moved into my neighborhood I ran (not walked, ran) away from Frontier to MetroNet and haven't even considered changing companies one time. Yes there are outages, yes there is slow download/upload speeds sometimes, and yes I rarely get the promised 500 mbps that I pay for. Which is frustrating sometimes BUT I have been a MetroNet customer for over a year and have had 1 outage. ONE that lasted for approximately 45 minutes! I can deal with 250 mbps. I can even deal with 100 mbps that I trickle down to sometimes and I can deal with a 45 minute internet outage - it's still a ton better than I had with Frontier. Thank you!
Have had Comcast and Frontier with Directv. Frontier was slow and Directv was ok as long as it didn't rain. Switched back to Comcast. Had issues after a move. Finally got issue resolved after year and a half. Had to bury a new feed line from pole, which I was charged for, to fix part of problem, along with the wireless TV boxes, which had been told were coming over a year ago. About this time MetroNet finally starts coming around. Had seen the wires get buried, and the infrastructure built for the last several months. Installed was here 3 hours, installed and done. So far internet is good, TV is OK. Lose the feed sometimes, and a pain in the butt to repair the wireless boxes after a power outage. About the same price as Comcast, but twice the speed. For now, a good choice, especially if you stream, which is probably what we will do for TV here shortly.
We are constantly losing service or it goes in and out. May 14 2018 was the worst... all evening we had partial picture but no sound. Do you know what it’s like to watch the Voice without VOICE!!! We are so frustrated with it and the price hikes.
MetroNet flew under my radar as they proceeded to build infrastructure in Oswego. Before I knew it, there was a "power station" being built 100 ft from my back door. It's by Oswego Well House #7. After a 3 month battle due to their violation of the noise ordinance, they finally had to cave in and build a 20 ft wall around this little building to mitigate the sound. It was an ironic victory. They may not be violating the noise ordinance (greater than 64 decibels by the way) now, but I can still hear the most irritating motors/fans going off, even with my windows closed. It ruined my spring, summer and fall last year and I have to figure out a way to cope with the permanent effect on my environment that used to be so peaceful. I will continue to tell anyone who will listen that MetroNet has a lousy way of getting the community to like them. I hope their business fails. I'm a 15 yr Comcast customer with zero complaints!!
I'd give 0 stars if I could. They had our business listed 3 consecutive years incorrectly in the phone book. They attempt to blame the publisher but after many calls to the publisher I learned it is the service provider. Being a business that deals with seniors we have no idea how this repeated mistake cost us. I tried each year to get it changed with no success. They gave us 1 month free service. Big deal! We were under a 3 year contract. I emailed the higher up with my concerns, no response at all. Today I tried to get tech support to guide me on getting the internet working when it went down, no help whatsoever. When I say no help I mean NO HELP.
We use the internet at our business and their lack of concern, was something I've never dealt with in 11 years in business, nor in my home providers. Our contract ends in 2 weeks at which time I will cancel service. If you can't get the help you need with customer service what are you suppose to do? I'd recommend to anyone looking for a company who makes a customer feel like they matter, look elsewhere. Can't wait to call them and cancel!! My story is 100% true, I do not give reviews but I felt I needed to warn anyone looking at this company, be prepared for a nightmare if you ever need assistance.
So here is my rant from day 1 with the install to last day when I had enough. Day 1 they showed up and were clueless where their own hookup box was located. Last time I checked they were the ones who ran all the fiber and installed ALL the hookup locations. After they finally got it figured out my gig service was running about 230 MBS. Literally was told by install guy that may be all I get. Basically had to threaten him he would be living with me until he got it right. Almost 6 hours later finally wrapped it up.
I left Comcast after 15 years to get "better" speed at a more affordable price. Well like the cliche' goes... The grass isnt always greener on the other side. I had major problems with WiFi stability, and I used my own router (Asus 3100). Which btw performed WAYYYYY better than the router they give you and I still had these issues. Tons of buffering issues and pixelated screens. All this was with 1 GB service. I NEVER had those issues with Comcast with 25mbs, or 75mbs 300mb speeds. Customer service is a joke and they play the robotic script they were handed in orientation and will not wavier from it. Joke of a service and double joke of a company. If at all possible run Forest run from anything MetroNet has anything to do with.
There are only so many choices for internet services, big players being Xfinity, AT&T, MetroNet etc. Metronet and Xfinity are the only ones that offer a capacity higher than 20 mbs, let alone fiber cable. Xfinity has ridiculous pricing. I had AT&T for every service you can imagine for years and they are no different re: frustrating customer service, constant internet drops and any other typical problems - same experience with Comcast. For a year, while Metronet was laying the cable throughout the area, I watched a few people jump to sign up. The growing pains of Metronet were felt by all. I was not looking forward to making a change and the disruption that it would cause since I mostly work from home, so I waited. I've had Metronet for 3 mos now. The difference Metronet brings is (1) the pricing for what you get, namely the deals they have for phone, internet and cable for the 1-2 yrs.
(2) The speed and capacity alone for internet is worth it. When you have 3 people who stream data at once, you would otherwise feel the difference if you didn't have enough capacity. Xbox Live alone eats a ton, add YouTube or some other streaming and all hell breaks loose. (3) The installers that came out (2 of 3 - I added second line and needed a router placement change) were really great and accommodating. They were very knowledgeable and explained the connections to me and what was necessary and what was not. An inspector came out to see the work a few days later. Even the guy who buried the line was considerate of the invisible fence and coordinated with me to be home so I could show him so he didn't cut the line. I have the porthole in my yard, and offered a suggestion regarding leaving notice of an invisible fence near it so when others came out to connect Metronet they would know.
(4) The technology helpline typically has a seasoned person (unlike AT&T) and although I am not a stranger to tech terms, I am also no pro at resolving issues beyond my ability. All of these points were not something AT&T or Comcast/Xfinity ever gave a hoot about. In the 3 mos. I've had Metronet, they are much better than when it all first started. I suspect from the review complaints mostly coming from Indiana, that they are experiencing the growing pains right now. To me, it was worth the wait. The only downside is that I noticed I do still get dropped from wi-fi from time to time. That is critical when you lose VPN connection from losing internet, while working.
I watch my VPN try to re-establish connection multiple times in one day in some instances (my laptop notifies me). I haven't yet addressed the drops with Metronet, but not sure the answer will suffice since it more than likely is an issue of others getting established. The other downside is the router, which I have one of the better ones they offer, but it still isn't perfect in reaching everywhere. My son complains the most about being dropped from wi-fi. I have yet to explore the options in my home before I take that to Metronet. I don't see how the wi-fi isn't reaching the far corners of the house, but could be OR could be my 13 yr old son. At any rate, Metronet is great for the last 3 mos in comparison. I will give it a year to see how it goes.
I have been trying to get internet service since September, 2017. Every time they come out to install in my house, they have failed to prepare the outside connection. When I call, they assure me that the services are ready to be installed. Buyers beware.
We got a new remote for our LG Smart TV and followed the instructions on the back of the remote as instructed. We successfully set up the on/off button and the Guide button but could not get the Channel changer, audio button and numeric buttons for channels to work. Our 36 year old son tried too and even talked to tech support with no success.
Tech support, Kristina, called back 5 hours later to see if the remote was working properly and when we informed her that it was not they said to "click the ST button, turn around, turn back to the TV and click the Guide button. And if that did not work it was a bad remote." My husband and I were not amused. Of course it was the remote. We went and got a new one and the setup went perfectly. We think the Tech Support department needs training on respect for their customers.
Too many areas under one system. One goes down so do all others connected to system. Recent storms knocked out main system. Took over 12 hours to bring all offices and customers back online.
Horrible company. We do not and will never have their service but we unfortunately have one of their boxes in our yard. They are pests. We have pests and have had to let them in our yard about 30 times in the past year since it has been put in. Last summer they destroyed our gate and were told about it but nothing. Once again today here they come again wanting back in. I had some small branches piled up behind box but not in the way and he picked one up and threw it and the others he kept kicking until they were strung out everywhere. Took lid off box looked at it and left. Left gate open. We locked gate back he was gone for quite awhile and when he returned he jumped fence. These people do whatever they want. They need to start making an appointment. And how professional is it to go into someone's yard and just start kicking stuff around.
The service of the company is poor at best. I have nothing but problems, I thought they might have improved over the last few years is why I had it reconnected. The service and connection has never improved. Now I got my first bill. So much for being blindsided. It was not 60 as I was told. It was 292. That's a big difference. So as far as this company goes I would never recommend it to anyone. If not resolved by today it will be the end of MetroNet only after a month. I see it as a waste of time and money.
Could care less if their service is any good! Metronet came to install new cable service in our area and succeeded in pissing off the entire subdivision. They damaged my fence which has yet to be repaired (over a month) and have not repaired the damage to the yard from where they dug the hole. Also left track marks in the yard from the mini front end loader. After damaging the fence they made zero effort to contact me as I had to contact them. Would have been impossible for the operators to NOT have known they damaged the fence. Made all kinds of promises that damaged would be fixed but yet never returned. Installed cable towers in horrible spots in neighbors yards and had to argue with them to have them moved. Horrible company. Cannot believe the village would even approve this company. A simple internet search shows they are horrible. Stay away.
I have only had service less than two weeks. I have had trouble the whole time with connecting to my wifi service. Technical support says I have to wait on someone else to call me to make an appointment to for someone to come to my house again because it was not done right the first time. They will not compensate any of the bill for having internet and not being able to use it.
I have commercial contract with MetroNet. It does not mean anything. Whenever they want they can increase rate without any notification and whatever they want. Once you sign contract with them you are stuck and but rate you sign can vary. That does not mean that rate you sign for service will remain same during your contract period. Nothing wrong with their services. Do not sign any contract with them.
My cable went out Thursday afternoon & they said they would try to have someone out that night. Friday morning a tech called, said he would be out at 3. He did not show so I called customer service at 4 then again at 6. Thankfully I got the same customer support representative. When she called the tech, he said that he had called & came by & got no response from me. She knew this was not true because I was obviously at home waiting for him. He then said he was still at the same job & would come by after he was finished (which he did not). Saturday afternoon at 2:13 is when I finally heard from him again, saying he would be by soon. He got to my house at 2:55, almost 24 hours late, and was gone by 3:30. All I needed was a new box. He spent more time on the phone on hold with Metronet (about 20 minutes) than anything else while at my house.
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