Metronet Inc. Corporate Headquarters Reviews

If I could give Metronet zero stars, I would. What a JOKE! We’ve been trying to get service from Metronet since November, and it has been nothing but a nightmare. Originally, they were going to hook us up, but we didn’t want cables laying across our yard all winter. When spring arrived, they reached out to set up an installation day, and we were told that two of the three households on our road could be connected. We both scheduled our appointments, only to have them canceled with conflicting explanations. One person was told the line hasn’t been spliced in yet, while a manager informed me that the entire road is not serviceable. It seems like no one at Metronet knows what is going on. Everyone we speak to passes the blame to someone or something else, leaving us completely in the dark. This has been beyond frustrating. We just want a reliable answer, but instead, we’ve been strung along for months. If you’re considering Metronet, be prepared for a lot of confusion and disappointment.

They used to be better. I had service in Lafayette back in the mid 2010s and it was stellar. Moved to Westfield a few years ago and had to switch to XFINITY because Metronet wasn't immediately available in my new neighborhood. Fast forward to the present and I was excited to hop back on with Metronet when it became available. That excitement didn't last long. Frankly, it's disappointing to see how poorly their network performs compared to how I remembered it performing the last time I had it. Random periods of noticeable packet loss (manifests as web pages not loading or loading very slowly, periodic buffering of streaming video, and choppy voice calls) and I've yet to actually obtain the full speed advertised on the broadband facts label for my 1G service -- even when directly connected and testing against a local CDN like Netflix or Cloudflare where I should see those speeds. Their customer service used to be much better as well (it's almost as nightmarish as XFINITY, now). Typically they just blame these types of "slowness" and "speed" issues on the ONT or customer equipment even if it is obviously not on the customer's side. I'm not sure if this poor performance is something systemic across their entire network (like a misbehaving peer or oversubscribed interface at an IX) or just an issue with their service to my neighborhood (my neighbors all see the same behavior when it is significantly degraded). Any good network architect will agree that packet loss (especially in a wired/optical network) is NEVER acceptable and is typically the symptom of a foundational infrastructure problem. Maybe this is just the difference between a tier 1 ISP and a local fiber co-op. I really want to love the service but I honestly never had to question if I was getting my money's worth when I had XFINITY. It just worked. I wish Metronet did too.