Metronet Franklin — Local services in Franklin

I was supposed to have an installation completed on the 10th of April. There was a garage fire that knocked out a few ports so they canceled halfway through. I spent the next 7 days calling and being given the run around, being promised callbacks that never happened, ticket being escalated that did nothing and being contacted by the supervisor in the area that never happened. Zero communication by the people that had the power to fix this. All I wanted was to be given a date that they would have this issue fixed, they were not able to give one. I looked up recent fires in the area, the garage fire they were talking about happened in 2021. They only fixed active ports, cutting corners and making it so they are unable to hook up new customers. Their customer service reps are nice and do try help but I cannot wait weeks for this issue to be fixed. Internet is basically a necessity in the modern day. If I could give 0 stars I would but 1 is as low as it goes. This company is awful. I went with xfinity and was given a guarantee of installation or I do not pay the service fee for installation. Metronet is trash don't waste your money on them.then. I drove from Alaska to Indiana faster than they can complete an internet installation 0/10. Can't wait for the "insert generic negative review response" where they tell me to call customer support like I haven't spent hours of my life on the phone with them for the past 7 days trying to fix this issue.

Update as of 4/20/24 They were supposed to come pick up all their equipment today. They took the modem and router but left the fiber box in the wall outside and about 75 ft of cable in my back yard, claiming they couldn't complete it due to two large dogs in my back yard. I told the tech I would bring the dogs inside once he had to go out back. They glued the key hole to the fiber box shut so I had to take needle nose pliers and remove the glue to remove the box and then pull the 75ft of cable out of my back yard for them to come pick it up. This company is a joke and cuts corners wherever they can. I would recommend you do not do business with...

I was trying to switch from the DSL I had with Centurylink to the supposed faster fiber optic internet that Metronet provides. However, I will never know if Its actually faster because they never installed it.

They were supposed to be here at 9AM, so I took half a vacation day. 10AM rolls around and they ask if they can postpone until 11. A little upset, I agreed and took the remainder of the day off. By noon they had still not shown up so I called back. The lady on the other end had the nerve to say that I AM LUCKY because they happened to have a cancellation in the afternoon. In the nicest tone possible I told them that they are in fact the lucky ones because they would need to be here today if they still wanted my business. Apparently that didn't strike any chords because I got stood up again. Nobody ever showed up.

After three fails and lame excuses, I called Centurylink back who took me with open arms. They were very accommodating and gave me a great deal, but I still wanted to let Metronet fix their mistakes. Claiming that they already gave me a discount, they said that they couldn't waive any fees or monthly bills. Plus, I would have to take ANOTHER vacation day and risk being stood up again. I told them to forget it, and give my money back. Usually at this point a media provider will do anything to keep your service at this point. Apparently Metronet doesn't care. They just said "Okay, we'll start processing your refund"

Good riddance, Metronet. I've never had a more awkward and rude customer service experience in my life. I thought the smaller company would have been a better choice, but you're even worse...

Our installer was amazing, he did an outstanding job. The customer service reps I speak with are always extremely polite. I don't think that's where the problem is. MetroNet hired a cut-rate company to come in and dig their lines. They hit every gas, electrical, and water line in our neighborhood, destroyed at least one guy's driveway, and wrecked a lot of yards, including mine. I complained, and they immediately sent out the owner of the contracted company and a MetroNet spokesman who assured me that everything would change, that they would cover up the up to 8' deep holes where children were playing, etc. None of this ever happened.

When the service tech came out to do my install, he was straddled with absolute garbage, poorly rated, inappropriate Chinese hardware. We replaced a lot of what he brought, like the 10Mb switch he installed between my two gaming systems with gigabit cards, with NETGEAR hardware AT&T had supplied 7 years earlier. That did not seem to help. If you're playing a game on your phone, you can't even download an image on another computer in the house- the wireless router they supplied can't handle it. If there are files being transferred, a game being updated, etc., you can't even surf the web, it just says Connection Timed Out. We've had someone out two or three times to look at it, but at this point we've given up and we're only still with them because we're moving in 4 months and don't want the hassle of changing again. I have no intention of using them again if they come to my new...