Metronet Reviews

I had xfinity for 2 years and had about 6 hours of downtime. I thought I upgraded to metronet and have had 72 hours of downtime in 4 months. I dont care that its a bit faster. Reliability is everything. Its 48 hours down right now and I'm working on cancelling.

Today have no internet from morning and now is late afternoon still have no internet. What kind of company can do that? Never ever happen with old providers. Call them and customer service have no idea when they will fix it.

Absolutely HORRIBLE first contact experience. Bought a house and closed this past Friday, got told the old owners hadn't canceled their service so they wouldn't even talk to us to start new service. Didn't matter that we have the purchase contract proving we now own the house, didn't matter that the old owner CALLED IN and canceled their service even today. They still said the billing cycle had to complete (!) before the house address would even be freed up for new service! ARE YOU KIDDING ME?? I don't care what service someone else had, WE OWN THE HOUSE NOW. You wasted several hours of our time and we still ended up going with your competitor just to get working service in time for other services that depend on WiFi to be installed on time. Good grief! I've worked in customer service for over 20 years and have never seen this level of corporate incompetence!

Had Vexus Internet for years with no issues of outages or payments, and then Vexus sold to Metronet who apparently can't do simple bookkeeping like posting payments. All payments are made via my back who pays the bills for me, but Metronet now say I'm a month late because they lost the payment. I won't pay extra for their failure to do bookkeeping. Already contacted bank and received copies of the checks sent. Advise don't use T-Mobile either because Metronet owns them also. Here's how they work. Send them the payment listed on their paper bill, but they won't post it till next month??? I figure I'm not the only one they've done this to.

My experience with Metronet has been very disappointing. The service quality is poor, and customer support often seems confused and unable to answer basic questions. In the four months I’ve had the service, there has been an outage every single month. Most recently, the internet has been down on December 29th for over 7 hours, and there were outages on December 16th and again in November. This level of unreliability makes it extremely difficult to depend on their service for work, school, or anything important.

Poor customer service is just the start. You will find this out while waiting on hold when you have an issue, as they tell you they are having an outage and there is no need to keep holding. No estimated time of repair. "Beginning stages of the outage," and that's all the CSR knew. Worthless. I will be switching ASAP.

If you depend on internet that works do NOT switch to Metronet. The service couldn't be worse on top of which they don’t answer the phone or have anyone working overnight hours. I could not recommend against them with any more vigor.

I am extremely disappointed with Metronet’s cancellation process and customer service. I am moving in a few weeks and called ahead to request that my service be discontinued on a specific date. When I later called to confirm the cancellation, I was told that Metronet does not pre-arrange cancellations. Instead, service is only deactivated after equipment is returned. This policy creates an unnecessary gap where the new homeowners will have no internet or Wi-Fi until they can schedule installation—something that could easily be avoided with basic coordination.

We have had Metronet a little over a year. I provided the usage info when signing up and was told the 100 mbps would be sufficient. It worked great the first 9-10 months then the service started greatly decreasing to intermittent loss of connection, slow connection, freezing up etc. When I called CS they immediately wanted to upgrade to the next tier of 500 Mbps but suggested 1Gbps would probably be best. When I refused they offered a new router free of charge. I took the new router and if anything it is worse. After doing some research on the company, I find they sold to a different company 3-4 months ago which is when the problems started getting noticeably worse. We live in a plat of around 200 houses and speaking with a few neighbors either they or someone they know are having the same issues. I will call again, if the issue is not resolved we will switch providers the first of the year.

Copperas Cove Tx, Metronet improperly laid fiber across the concrete, leaving it exposed and creating a safety hazard for anyone who might trip over it. This reflects poor workmanship and fundamentally improper fiber placement. When Metronet was contacted, they sent a technician the next day who merely confirmed the issue we had already identified. We were then informed that another team would need to resolve the problem, yet no ETA was provided.

I've been a customer with Metronet from multiple years now in Tallahassee Florida when they first showed up. I just got off the phone with them because I'm having problems with one of my cables in my house and they were quite inept. They're asking me if I was going to be home, they refused to give me a time or date. They said I had to answer their question first. How do I know if I'm going to be home if you don't tell me when.

Our own installation went fairly smoothly. Polite young fellows who did that work. Our problem originated from installation issues our neighbors had (we're in a 4 townhome unit), which affected us, which led to absolutely horrible customer service for our neighbor and us. It took, I believe, 7 attempts at connecting and burying lines to get all 4 of us installed and working correctly (ours was a once and done, though a long wait to have the line buried). On the 6th round, the installer came through our back yard to get to our neighbor's home with a ditch witch type piece of equipment. He tore up our yard, gouging in places at least 8 inches deep. The scar was about 20-25 feet long. It has been over a month of my calling and requesting the damage be repaired.

Trash. When it works its great but I'm 3 months deep and I lose internet at LEAST once a week. Holidays it's down, thursday is down. Not worth the headache. Work a 8 hour shift, sit down on the couch and start a movie then bam you're on hotspot for the rest of the night... Best part is I don't always lose internet but it goes down to 2-3mbps and it won't load a webpage let alone stream. Not the 2g I'm paying for...

Past 2 weeks around 730pm CST my 1 GB service slows down to typically 1,5 MB. Every morning after I get speeds around 500 MB. In the evening I have been calling in, I get the bot that goes through all the various checks, and after 5 to 10 minutes the bot says "there is a service disruption in your area and we are working to resolve it". Then the text follows and the bot says, "You can hang up now." Every morning I need to turn off then back on several devices like the printer, fire stick, cameras, etc. Checking with several neighbors finding the same experience. I have had my paid speed connection on Friday and Saturday until around 7:30 pm Sunday when I go through speed reduction again. Twice was I able to get a live support person, was told "everything seems to be working" and "I will make out a repair ticket" that didn't have any follow through.

I’ve been a customer for one month and it has been nothing but a nightmare. Terrible customer service, terrible technicians and they just simply don’t care. I strongly encourage anyone looking for new fiber service to look elsewhere.

Metronet damaged my front sprinkler line which I repaired due to lack of response from Metronet, their contractor also damaged my back fence breaking my gate and post, Metronet made a low ball offer of 300 dollars which was just the labor cost of the gate and did not include materials or the labor to remove and reinstall the 8 ft sections attached to either gate post…. So at this point Metronet rep Tim Page has told me to take it or leave it, says he needs more photos! He has the photos of the damage that also shows sections attached to the fence but he doesn’t care. Mind you I contacted Metronet 3 weeks before I replaced the back fence asking them to come out but never saw anyone. I will tell anyone that is considering Metronet to think again because customer service isn’t high priority for them

Had Metronet installed at my place and the Internet runs pretty good but we have had other issues. Contacted support to find that my router was never registered and they could not find it in the system. Two weeks after install and my drop is still laying on the ground in my back yard. I had to contact them to find out that somehow my burry had been canceled with no explanation as to why or how so it looks like my internet line will sit laying across my backyard for another whole week. I thought two weeks was kind of pushing it and then I get told it would be closer to three week's. They have no system of accountability and is why things are not being taken care of properly and as a paying customer I have not been happy with any of this so far.

Worst company I’ve ever dealt with. I suffered through them for three years and still have to suffer more because they own a monopoly and yeah, Mediacom is even worse. They’re about the same level of both their garbage companies run by the devil himself. I gave Metronet -5 stars out of five.

Metronet was bought out by T Mobile so if you want good service, price, etc go to T Mobile Fiber or the T Mobile store closest to you. I got 2 gig up/down and a ten year price guarantee for $80 per month.

It's hard to believe this company can be so stupid to come through new neighborhoods installing fiber, hoping for people to sign up and then treat homeowners' property so poorly. They dug six holes in my yard and threw partial clumps of sod back down, spread straw pieces all over and called it good. Didn't even bother to water it in our 90-degree temps. Myself and numerous homeowners now have long strips of dead grass all over our yard. In addition, they put two boxes in my small yard and none in any of my neighbor's yard after they told me that only one box was going in my yard. The one big box they put right in my landscaping and it looks hideous.

I got the flyers advertising 1000 mps for 1/2 the price of Comcast. Everyone said fiber is better than cable to I signed up. They came to my house, drilled holes in my walls, dug up my yard. But now, as I'm trying got see patients at home via telemedicine, EVERY call drops at least once. When I do speed tests, sometimes it's as low as 37 mps!! Now I will probably switch back to Comcast because this NEVER happened before. I even contacted my video service for my electronic health record and they did diagnostics to make sure it is NOT them. Yuck, would NOT recommend.

The Internet speed promised has never been delivered. In fact, currently we get about 25% of the one gig we are paying for and have never gotten even 50% at the highest. Despite contacting them and having system updates where they said everything is fixed multiple times The Internet speed has never delivered.

3 years of hell, this company will nickel and dime you till you quit, they lie to your face, they take 1h plus just to talk to someone on the phone, none speak natural English, they interrupt you. it's more expensive than their competitors with their mandatory 15$ per mo tech fee that is BS! Poor service, worst customer service. I have hated every sec of life with this company. BUYER BEWARE. Go anywhere else. I am trying to save you the misery. The worst part of Metronet is the: cost, service is spotty, and customer service is the worst of anywhere I have ever been.

The fiber optic installation team arrived in early spring without allowing us to flag our in ground sprinkler system. They said “we’ll be careful.” Discovered later they broke lines in five places, and did $400 damage. Metronet did pay for the sprinkler repairs. They also buried a fiber line very shallow in our yard which was severed when we had our lawn aerated.

Was told by the customer care department that I would be charged 85$ a month for the next three years.. I get my bill and it’s more than that and of course they can’t find record of who I spoke with!!

The service itself is great, but God help you if you need technical support. The contractor they hired to install our fiber line installed it over the sidewalk instead of underneath it, so naturally it got severed by a lawnmower. Repeated support calls went unanswered; their automated system hung up on me four times. On the FIFTH try, I was on hold for over 90 minutes before I gave up. Their SMS service is a joke. Never got a response. I finally called their SALES department and got a human being, who told me to open a ticket on Metronet's website. Never got email confirmation that the ticket was submitted, so I called back. They then told me it can take up to 48 hours for someone to respond. I work from home, so being down for two days destroyed my productivity. I never should have left Cox, even though they're more expensive.

I have made numerous complaints via the BBB and FCC about their unsolicited contacted. Last time the FCC got involved, Amanda ** there assured me I was off their list. She is a care executive. Also included was other people there, like Daniel **, Associate General Counsel and Robin **, Compliance Officer. To no surprise, these titles mean nothing as they all can be summarized under one title (We don't care about you). They have not only lied to me, but they have lied to the FCC and the BBB. At one point they lied to the FCC about contacting me on 3 separate occasions. Not once through my call logs had they called.

I had Metronet internet for a few months and then ran into a financial situation. Internet was disconnected. That's fine, I knew it would happen. I call to find out how much my bill is to have services reconnected. They tell me, I have to return my equipment and get a new account because this one was off for 4 months. That makes absolutely no sense. I have equipment, what's the point in returning equipment to have more equipment brought out and connected. I'm returning their equipment and getting internet from someone else. Don't bother, it's not worth it. I was also on hold twice for 20 mins each time. I tried to text customer service 3 times and they didn't have a representative available. When I did reach someone it took them forever to respond.

I called their (866) 611-2180 number on two separate occasions to inquire about plans as fiber optic was recently installed in my neighborhood. I asked questions like how they compare to Xfinity and the other fiber optic provider in my region. Both times the customer service reps were short tempered, discourteous, unfriendly jerks. They were clearly annoyed that I would dare to have the audacity to ask them to justify their higher prices compared to cable, and basically insulted me for asking why their fiber optic competitors prices were significantly lower than theirs.

Easy to get service, but nearly impossible to reach customer service or handle any issues. I've tried using their SMS system 4 times, it always said nobody is available. Tried calling and on hold for 20 minutes before giving up. The Internet was fast, so if it's your only fiber option then it's better than nothing, but keep in mind the customer service is basically absent. Their website doesn't allow you to cancel your service, at least I wasn't able to locate the option.