Terrible Metronet

I have been a customer of Metronet for over 3 years and I find it amazing how badly they can treat old customers.

I finally got fed up with them when I received a massive bill which could not be explained by their staff (although of course they tried the usual rubbish about blaming the customer for not knowing something which they themselves did not know). Eventually they agreed there was an issue with the amount I had been charged - their site doesn't contain the charges for the plan I was on - sounds as if they are making it up as they go along (so much for the 'no nonsense broadband' service they talk about!). I got fed up with trying to fight with them so took a cheaper package and asked for my MAC. It was rather amusing to be called and asked why I was wanted a MAC. Even more amusing was their suggestion that I take a 12 month contract with their sister company (duh how stupid do I have to be to fall for that). They are so stingy that they have even charged me extra for leaving a few days after my billing date even though I have been fully charged for the month and am leaving before my billing date. And of course they are now throttling my speed so that after 4pm, I might as well shut up shop. I was even throttled when they claimed that there were no restrictions on my account.

The last time I had an issue with them was when I PAID to be regraded and was without a service for 3 days. Eventually BT found that all that was required was the reinstallation of my modem drivers. Any competent tech support dept of an ISP should have known that. I was faced with a huge bill for using the internet via other means. They had no sympathy and of course did not even care to make any recompense for lost service.

Does anyone know who the responsible director of customer services is?

If you are still with Metronet, I suggest you get in writing exactly what they charge, what happens if you exceed your limits, what the maximum charges are and dont believe all the rubbish they tell you to try and stop you from moving but of course do your homework and check out your proposed alternative. Expect all your complaints to be met with scepticism (and of course no refund even if it is their fault) - I knew I had a case when they started taking longer and longer to reply to my emails. I am still awaiting a reply from a member of their management.

Hi there,

I'd be happy to investigate any issues you have regarding your account, if you would like to post a ticket number or PM me your username.

Thank you. Perhaps you clarify the following:

1. Where the costs of ALL your packages are listed on your website
2.What is the price ceiling and how it relates to the monthly charge.

I'll be happy to give you my details once I am convinced that something will be done.

You mean this page? http://www.metronet.co.uk/broadband/paygo.shtml

Ian

Hi there,

The page linked to above shows all the current products we offer. Products which have not been for sale for some time are not listed on our site, but will be detailed within the Member Centre for that account.

The price ceiling is the maximum you will pay for your account each month. You will have an included allowance as part of your subscription price, any usage after this is charged on top until you reach the price ceiling. At this point you are rate limited until your next billing date, but the cost does not increase any further.

As I said, if you want to PM me your username and details of the issue I would be happy to give you a call to resolve these for you.

In reply to:

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The page linked to above shows all the current products we offer. Products which have not been for sale for some time are not listed on our site, but will be detailed within the Member Centre for that account.

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I cannot find those details within the Member Centre for my account. Are you sure?

Just had a look in the member centre for my account
And it was member centre and then on the left my account and underneath that account details

Hope this helps
Barry King

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Barry King

Finally got rid of Metronet and much happier for it especially as I have a higher speed, unlimited broadband and am paying less. Of course their senior management has not addressed my complaint to date.

Then I get an email stating that peak time usage management has been lifted (too late).

Thought that was the end of my association with this dodgy company, but to my horror out of the blue I have received a final reminder from Plus net for a payment and threatening legal action and an adverse credit rating if it is not paid! All my bills were paid directly using my debit card, nothings outstanding on the account and this is the FIRST time I have heard of this oustanding amount. Now I have to waste my time, money and energy explaining that to them. The letter has no email address and only one of those rip off non-geographic phone numbers

Do Plus net actually think that by treating people in this pathetic manner, customers will come running back to metronet? Maybe it's some new sales technique but I want to assure Plus net that it is flawed and I will not be coming to them anytime soon! I will be more than happy to take this matter up legally so that everyone realises what they are really like.

Hi there,

Would you be willing to PM me your old metronet username so I can look into this for you?

I must admit I'm a little surprised you didn't PM Mand about this, it would have been good to have a chance to solve this issue for you. Nontheless many apologies for the hassle.