Reviews for MetroNet

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MetroNet

Information for this provider last updated on Sat, 19 Nov 2005 11:57:59 GMT

Pay as you go broadband.

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# Results: 15

Date range: 01 Jan 1900 to 11 Oct 2008
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Product: PayGo500 [top]
Author
 dieter
IP
 Logged
Date
 Tuesday, August 05, 2008
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Every time I have run a Max. Broadband Speed Check on my line I get one MB. Actually I get only half that, but I doubt whether any other ISP would give more. I've had two drops of service in 30 months of a week or so each and the fault was with BT. The customer sevice is good when things go wrong. Would recommend for the lower end user.
Product: PayGo500 [top]
Author
 fargone
IP
 Logged
Date
 Monday, September 11, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I think most pre-Plusnet customers would agree that Metronet was an excellent ISP who offered the best value and most flexible ADSL packages. In addition, the customer service was very efficient, fast and knowledgable. Those were the good old days...

Nowadays, Metronet(Plusnet) still offers competitive ADSL packages and are flexible in terms of pricing. Their's is the only product I know which charges a minimum low price for a monthly allowance which rises if you exceed the allowance. They are also the only ISP I know who charge you for services used at month end rather than in advance. Like other ISPs, there is a fair usage policy which takes effect when you exceed your monthly cap (download speed becomes 128kps between 4pm - midnight. Metronet is also the only ISP I know who do not enforce a minimum contract term AND offer a cheap activation scheme (£11.75 in the 1st year and £9.40 discount on the activation fee (normally £47) for every year you stay with them). In terms of flexibility and pricing, I still rate them as being one of the best.

Now for the bad...

Broadband service is flaky and unreliable. Of course, I accept that this is also dictated by the BT exchange and quality of phone lines in the house. But far too often, I get a problem with "stale" connections. To resolve this, you are advised to switch off the router/modem and unplug the ADSL cable from the router/modem for 1 hour. This is the standard "fix" which customer service will tell you to do.

Customer service is not only **** but misleading and deceptive. When you select the options to speak to someone, there is always a message saying "Due to high call volumes, your call can not be taken at this time. Please call later". Which leaves 8/10 customers hanging up at this point. However, if you hold on the same voice comes back and gives you the 4 options on who to speak to. Very deceptive and misleading....
Once you are at this stage, it then takes me an average of 30 mins hold time before you speak to someone. If the problem is not down to a "stale" connection, you are then told that the problem will be escalated. And the standard resolution timeframe is quoted as 72 hours. That's 3 days. Totally unacceptable.

In summary, you get what you pay for.
Product: PayGo500 [top]
Author
 kezzakkc
IP
 Logged
Date
 Tuesday, July 25, 2006
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Metronet when they were simply Metronet were a good ISP. I rarely had problems and if I needed to contact tech support I usually got an answer within just a few minutes. The only downside was the fact that tech support was normal working hours only (Monday to Friday I believe) and it's sod's law that you get a problem in the evening or at a weekend! So when their takeover by PlusNet was announced and with it a much heralded 24/7 support option I thought "great, about time".

It's a disaster!! Since the takeover there have been regular problems with SMTP servers, my connection regularly drops and trying to get through to tech support is a complete and utter joke - if you're lucky you get a recording telling you a wait time of 45 minutes and more, but more often than not you get a recording telling you that all their staff are too busy to take calls and you have to call back later!!

If you submit a ticket on line (assuming you can get on line without using a fallback dialup connection), you get an 'indicated' response time - the last two tickets I submitted gave indicated response times of 6 and 8 hours (from recollection) and each of them took about twice that amount of time for a response. Ironically, when I requested my MAC code so I could dump them they responded virtually straight away.

It's a great shame that a once reliable small ISP has ended up such a shambles.
Product: PayGo500 [top]
Author
 Alan~19
IP
 Logged
Date
 Sunday, December 12, 2004
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 less than 1 min
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Have been using PayGoDSL500 for three months now without any problems. Occasional drop outs, but I suspect that this is down to my DG834G.
For the moderate user, £11.75 inc VAT/month is a great price for 512kbps broadband - my bill is rarely over £15.
The rates for 1mb have recently been reduced to £13.75 inc VAT which is very tempting.
Overall, very happy with the service, and would recommend it.
Product: PayGo500 [top]
Author
 gav_c
IP
 Logged
Date
 Friday, October 22, 2004
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 less than 1 min
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Been with Metronet for about 6 months now. Found the initial setup very easy, and again after every fresh install of Windows. Using a router/modem and found this initially daunting but turned out be to fine, with straight forward instructions from Metronet.

Didn't have much problem when BT upgrading infrastructure around July time, so very happy with the price discounts. Very consistent download speeds. Recently downloaded 2 X 3.5Gb patches for a beta test and both took around 15 hours. Seemed to be a lot quicker than most BT and cable customers, who were complaining of 40Hr downloads, some with 1 and 2Mb lines. 8Gb usage last month and bill was capped at £23.75. Normal usage is around £15.

Overall, the service has been very good. have phoned only once and got talking with someone within a minute. Emails have all been answered the same day. Looking to upgrade to 1Mb connection, if line can handle it. Will never go back to AOL.
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