Metronet

Reviews 3

RO

Robert Richardson

POSTED APRIL, 9TH 2017 CUSTOMER SINCE DECEMBER OF 2016. Im rating this in terms of the ISPs that are available in the area. I also think that customer service is hit and miss with every company at this time. It really depends on who you talk to. INSTALLATION The installer was at my house for a fairly long time and had considerable difficulty getting the service online. However, in the end, he was thorough and found the source of the issues. Could a more seasoned installer have done the job faster? Probably. But he was polite and friendly so that helped. Overall, the experience was positive. CUSTOMER SERVICE My experience here has been positive overall. Most interactions with representatives of the company have left me feeling better than before. Compared to my previous experience dealing with ISPs, Metronet has been mostly positive. When I lived in Indianapolis, I had ATT Uverse and I will say that they were pretty good, however Metronet has more of a "local" feel to it. I had Comcast for about 2 years before Metronet, and I bet you can guess how that went. TELEVISION I dont have television service with Metronet. And they didnt push it on me either, unlike most other ISPs. INTERNET My experience with Metronets internet service has been better than anything Ive ever experienced. Thats mostly because of the newer technology. Currently Im paying about $50 (that includes fees & my $10 student discount) for download speeds that are about 300% faster than before and upload speeds that are 200% faster. Comcasts rates and speeds seemed to change every few months and your bill gets more expensive every couple of months. At the end of my time with Comcast I was paying for TV, which I didnt want, and Internet that was supposed to be 25 Mbps but usually 12-20 Mbps at about $90/mo. Personally I havent experienced much downtime with Metronet. I get about 98-104 consistently (Im paying for 100 Mbps). Of course there are other factors that effect speed and connectivity. Im paying for 25 Mbps upload and usually get 25-28 Mbps. (I just did a speed test on my Samsung Galaxy Note 5 and I got 104 Down, 28 Up.) We stream video and both my wife and I game on our Xbox One. We rarely ever get dropped from a game or experience poor streaming quality. HARDWARE The first gateway we received was defective and was actually one of the reasons the installer had so many problems installing the service. The second gateway worked but began to have issues. It would require power-cycling every 24-10 hours. It always seemed to go down when we werent using it. Eventually, it required power-cycling every 3-8 hours. Thats when I called customer service. Within a few minutes we determined that I needed a new gateway. I returned the old gateway and the power cable and received a new one no questions asked. BILLING The billing practices of ISPs are infuriating and I think most of the complaints any of us have about our ISP of choice is the dishonest and sneaky billing practices. Metronet has a 2-year "price-lock," so Im guessing that my bill with go up in price around Christmas of 2018. There is a $10 tech fee, which is annoying, but when my gateway went bad I was able to have I replaced immediately. $10 seems a little much though. There is also a $2.25 billing fee. It might be a legitimate fee, It might be BS. Im honestly not sure, and that makes me nervous. Overall Ive been satisfied by the billing experience, I have it set to bill my account automatically, so late fees arent an issue. CONCLUSION My experience with Metronet has been overwhelmingly positive and see no reason to give anything but 5 stars. Im concerned about added fees and the fact that the cost of my internet service might increase at the end of my first 2 years with Metronet. If my bill changes before then, I will update my review and record my interactions with Metronet. If anything else noteworthy happens with my service or the service to the community as a whole Ill update this review. Hope this helps. -R0b3rt R

BO

Bob Davis

Have had metro net for a year now. Customer service is appalling as the others have said. But, having said that, the product is better than Cable and way better that DirectTV. Metro Net is not without its little problems, of losing signals, but they are fewer and further between than Cable of DirectTV. Pricing is approx. the same for the package I get, as with Cable or DirectTV, but Metro Net has fewer pricing options. Its sorta like "all" or next to nothing. I pay $150 month for TV and internet. Love the internet speed, but if I reduce my TV package, I will loose 50 percent of the "good channels" for only a $10 price reduction. All in all, my only real complaint is the terrible customer service....which I have only had to deal with twice, once their fault and once not their fault, but same lousy customer service. One other issue. It was a nice relaxing year of not having to clear snow from the satellite dish or losing the TV picture in the rain. Doesnt seem to happen with Metro Net....but with Metro Net the TV picture does have a problem with the picture freezing or buffering for a second or three quite frequently. Its doesnt bother me too much, better than the alternative choices, or having to call for customer service. Dammed if you do.....dammed if you dont. I am adding to my review today, because once again, the service is out. I have now had the service of over 2 years and this is the third time something has gone wrong, which brings me to this point. When you call to find out what the problem, as usual, no one will answer the phone. The last time I called , AFTER the service was finally restored, they told me they didnt answer the phone because there were so many people calling in that it over loaded the phones. I started calling at 4:30 am and have called approx. 6 times until 11:00 am right now, same ring one and then a busy signal one 4 different phone numbers. The local office opened at 9:00am and they dont answer. NO ONE from Metronet will answer the phone. I dont need them to tell me theres no service, but even a recording to briefly tell me the problem and approx. time of expected restoring service is all I need. But instead, apparently, they dont want to deal with the paying customers, so they hide their heads in the sand and ignore the customer all together. But I guaranty you, once its fixed, they will begin answering the phone again, just like last time. They dont want to deal with problems so they wont answer the phone. Dropping the Star rating from 4 to 3.

LA

Lafayette Resident

Customer Service: 0/5. Simply put, their customer service is garbage. They dont call back when they say they will, they dont care about their customers, and despite me being polite to them, their customer service reps, both local AND over the phone, are short and rude in return. Cost: 0/5: Way too expensive. They just jacked up the bill again by $10, citing that stations were increasing their costs and they have to pass on the costs to consumers. If you want high speed and even a decent cable package, prepare to spend $150 / month or more. Ridiculous. The atrocious customer service and ridiculous pricing games are on par with Comcast. At least with Metronet, they tell you theyre going to cost an arm and a leg, vs promotional pricing. Installation and Scheduling: 0/5. Hack-job installers with minimal expertise. Mine took 6 hours. To top it off, they couldnt "install" my service for 5 weeks despite the previous owner of the home having Metronet. Speed: 5/5. Its fiber. Thats their only saving grace. Uptime: 2/5. Just as many issues as Comcast, if not more. AND they do not tell you when they are bringing down their entire network for "scheduled maintenance" -- which happens often. As much as I despise Comcast, youre paying less for Comcast and getting the same customer service, dare I even say better customer service with Comcast than you get with Metronet. They should seriously be embarrassed with their pricing, lack of communication with customers, and customer service. Im begrudgingly switching back to Comcast. Im at least going to pay less for about the same quality of life.

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