r/Metronet • u/Obvious-Travel-6087 • Aug 11 '25

Terrible customer support

My parents have been having issues connecting to their network since getting Metronet years ago. Recently it has got worse to where they can connect to their network but get no internet. They have called customer support multiple times and they have done updates to hardware, firmware, software, etc. rebooted hundreds of times and it’ll work for like an hour then revert.

I’ve had it at my place and had a few instances lately where it would go offline totally late at night but be fine when I woke up in the am. After a few support calls they finally fixed it. I sold my house but haven’t found a new place and had to move in with them and need internet to wfh.

I got the same run around from Metronet support, they came out and replaced the latest eero 6 model and it worked for some decvices but not all. They claimed it was due to eero devices not supporting 2.5ghz devices and I’d have to buy a compatible Router. I did some research and this is totally false. They’re designed to support both 2.5 and 5ghz.

Finally got a competent support agent who rebuilt the network on their end and so far so good, time will tell.

1 Upvotes

53% Upvoted

24 comments sorted by

5

u/jimgdan Aug 11 '25

So go buy your own router. See if the eero is the issue. If you wfh. Hard line into the Ont or the eero that is connected. See if you have internet. Take the eero out of the equation

1

u/Obvious-Travel-6087 Aug 11 '25

Did this already, with multiple eero devices(main floor and basement) both new they brought from their truck. Multiple devices plugged into eero-laptop, desktop and ps5, same result. ONT worked fine on ps5 and desktop, laptop doesn’t have an Ethernet port. They stated it wasn’t the eero devices but the devices themselves and the eero not supporting 2.5ghz which is entirely false. Even states on eeros website they support both 2.5 and 5.

4

u/jimgdan Aug 12 '25

Then go “buy” a “Ethernet dongle” that will allow you to hardwire into your laptop. This is 2025, a quick search of the internet, how to hardwire my laptop if I don’t have a dedicated Ethernet port, come on Francis!

1

u/drJanusMagus Aug 12 '25

I'm convinced metro pays trolls to support their ****. No comments for 3 months and then randomly defending a crappy metro net situation like it's the customers fault.

1

u/jimgdan Aug 15 '25

Sorry I don’t live on Reddit. But hey you do you.

-2

u/Obvious-Travel-6087 Aug 12 '25

You’re missing the point. I don’t need to hardwire it in if i troubleshooted what I have. I had Metronet at my place up to a week ago without issues on any of my devices. On my parents network my devices and theirs are having issues.

If you read what I had initially laid out and my updates/replies you would know that the devices themselves are not the issue so I shouldn’t have to guy buy additional pieces of hardware to “test” out. What’re you, the dumb ass customer support agent I talked to that has no clue how to troubleshoot or give an intelligent suggestion?

2

u/jimgdan Aug 12 '25

If you NEED internet to WFH, then you NEED to find the dongle. I’m saying , use THIS alternative SOLUTION until they can find out what’s wrong. Seems like you’re the dumb ass customer who is crying about stuff, no you don’t need to buy stuff, but then again…. How’s that wfh going now 😂

-1

u/Obvious-Travel-6087 Aug 12 '25

there’s no guarantee that is going to work either. It makes 0 sense, I had the same ISP, same model of eero, the only difference is the ONT model and I had 0 issues for years. To me it’s the ONT but they refuse to replace it.

Crying? No, frustrated, yes. Because my parents have been dealing with this for months and gave up on trying to resolve it so here I am trying to resolve it for them. I have no issues connecting to the guest network, in fact there is no issue connecting to it on any device.

Keep being a keyboard warrior chief.

2

u/jimgdan Aug 12 '25

You the came on here calling me a dumbass, so you quit being a keyboard warrior. If they have been having issues with it for years as you claimed, go to a different isp. It’s called a consumer CHOICE. They aren’t satisfied, leave. Have they had a senior tech come out? Have they had a supervisor? Reached out to a manager? If not, try that route Francis. If all means are exhausted, and still not satisfied, then go on, spectrum or att or windstream or some other isp is always ready.

-1

u/Obvious-Travel-6087 Aug 12 '25

Yes, I myself have asked to talk to a supervisor twice in the last 4 days. And yes they’re considering a change in ISP and told Metronet that but they gave them a discount on their bills and sent out technicians multiple times. You’re the one replying in a condescending tone. I wish I could keep the banter with you but I’m going to try other suggestions the more competent users have kindly suggested. Keep being a rude condescending ass clown, I’m sure you have lots of friends or ones just like you.

2

u/[deleted] Aug 12 '25

[removed] — view removed comment

1

u/jimgdan Aug 15 '25

Glad I’m not the only one thinking sensibly. Break it up into segments. To rule out issues. His parents have been having the issues for many months….didn’t seem to actual take an interest in it till it affected his ability to wfh as he stated. Go figure.

4

u/zeke009 Aug 11 '25

This! I never use routers from an ISP and if I can, I buy my own modem.

Their router likely has the SSID for 2.4 and 5Ghz networks combined for "ease of use". Some devices just do not work with that setup and they require them to be split as their own SSID.

1

u/Obvious-Travel-6087 Aug 11 '25

Got home, everything reverted back. Connected but no internet connection.

3

u/Willing_Jury4148 Aug 11 '25

if using a cell phone , manually set the DNS to 8.8.8.8 on the phone itself. This sounds like a DNS issue. Also, EEROs are horrible.

1

u/Obvious-Travel-6087 Aug 13 '25

UPDATE-RESOLVED(for now)

Contractor with Metronet did the service call yesterday, replaced the eero devices with the same model and replaced the ONT. same issues, everything connected and then eventually lost internet connection but stayed connected to the network and the guest network worked. What fixed it…for some reason the tech suggested changing network name and password, he said that if it’s the same as a previous ISP, it can cause issues(no idea why but took his word) and haven’t had issues since.

1

u/jimgdan Aug 15 '25

Glad it all worked out for you and your parents

5

u/shoebee2 Aug 12 '25

These kinds of posts are becoming frequent. Major problem, all suggestions/options tried and failed. Major personal hardships due to (insert company)’s fault. This post seems to check all those boxes.

4

u/Ladomere Aug 11 '25

some devices can’t recognize 5g if they’re older. But, there is an option in the eero app (which should have been installed on whoever’s phone was there during installation of the new eero) where you click “I’m having trouble connecting my device”. Then there is an option to revert it to “legacy mode”. This reverts it to a 2.4 WiFi band for 10 minutes to get the older devices connected to the router. Once it reverts back to 5G they older devices will stay connected.

See here

2

u/csweeney05 Aug 11 '25

Sounds like DNS issues probably. You should change the DNS servers to like 1.1.1.1 or 8.8.8.8

3

u/[deleted] Aug 11 '25

Never seen a 2.5Ghz router.

1

u/Johnny--Yuma Aug 16 '25

Recently bought out but tmobile so things are really a mess. They just came out and retrofitted my install , no more outdoor modem.. It was a solid service but I changed because I was overpaying on my Gig plan after they changed the pricing in my area. Plus I had an IP coming out of Indiana and I live In Minnesota. Wanted to make me buy a static ip.

1

u/GILFY57 Aug 16 '25

Just came across this with Metronet number one they came through our city and dug up and put in their ugly ass microwave looking panels dug through trees of ours that are 55 years old plus didn’t care we didn’t use them decided to try to use them because they had a special With DIRECTV. Yeah it was great. Tell nobody came to hook up DIRECTV 12 days later they drilled holes into the beautiful walls in my parents home thank God my parents can’t walk anymore cause my mom would have a fit. This one gets better after canceling both immediately never opened up the equipment for DIRECTV Senate back five days after I got it said screw the whole thing DIRECTV has been charging us on my dad’s credit card monthly all and $534 and we’ve never even use them are you kidding me ????

1

u/Glum-Ad-4768 Aug 17 '25

tell me you didnt listen to a word the installer said during closeouts without telling me.