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 08 Jan 2009
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Product
: PayGo500
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Author
dieter
IP
Logged
Date
Tuesday, August 05, 2008
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
6 to 10 mins
Is your call returned?
Yes
Technical quality (Connection)
Reliability
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
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Author
fargone
IP
Logged
Date
Monday, September 11, 2006
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
more than 20 mins
Is your call returned?
No
Technical quality (Connection)
Reliability
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
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Author
kezzakkc
IP
Logged
Date
Tuesday, July 25, 2006
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
more than 20 mins
Is your call returned?
No
Technical quality (Connection)
Reliability
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
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Author
Alan~19
IP
Logged
Date
Sunday, December 12, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
less than 1 min
Is your call returned?
No
Technical quality (Connection)
Reliability
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
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Author
gav_c
IP
Logged
Date
Friday, October 22, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
less than 1 min
Is your call returned?
No
Technical quality (Connection)
Reliability
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.
Product
: PayGo500
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Author
Martin Williams
IP
Logged
Date
Tuesday, October 19, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
less than 1 min
Is your call returned?
Yes
Technical quality (Connection)
Reliability
Speed
This user writes:
I have been with Metronet for just 4 days now, and have no other BB ISP to compare. Connection is always there and is as fast I would have expected.
Wire-only connection was a doddle. I bought modem/4port router before hand. Instructions Metronet gave were very basic, but, as it turned out, entirely adequate. Had problem on connection day - I could not connect at all - phoned help desk who answered within 30 seconds, and spoke to very helpful and knowledgable person who gave me a list of checks. All failed, so called back and spoke to same person, who then concluded that BT had not done their job.
I switched the modem on the next day, and left it. One hour later, it showed connection.
In short, if BT had enable my line when requested, then I would have been working immediately. The help desk phoned me later to check that all was OK. I am impressed.
To clarify the pricing shown by this web site. Metronet start at £10+VAT for 200Mb/month rising to a cap at about £27. Cheep for low use, but hopefully more expensive for heavy users, so this might leave me with a faster connection?
I now (07/06/04) wish to ammend my view. The service is appaling. I frequently have to wait 5-10 minutes for a connection, and once left the computer trying for 30 minutes while I went away to do something else. Metronet blame BT, but it is us poor subscribers who suffer and still have to pay the bill. I expect to move shortly!
All smiles now, have had no problems for several months now, since the above. Would have preferred a more profound apology from ISP for the problems, but can't have everything. :-)
Product
: PayGo500
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Author
tris70uk
IP
Logged
Date
Sunday, September 26, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
Unknown
Is your call returned?
Yes
Technical quality (Connection)
Reliability
Speed
This user writes:
Having read the other reviews I felt it necessary to write in and defend Metronet.
I picked Metronet from the advice on this very site and have been overall very happy with the service.
There were a few bad weeks earlier in the year and a few loging on problems following the changes that were made (by BT), but I knew they were coming because all customers were informed with numerous emails warning and evn the dates and times to go by. After the changes I found it impossible to log on and called Metronet and although it was a little difficult to get through (because they were busy because of the disruption and changes afecting people), when I did get through they were fantastic and helped me correct what turned out to be my poor setting up.
I had to call them again after the lightning took out my modem and was having trouble setting up the new different one. Again easy this time to get through and very quick help to sort the problem.
Bill wise, it is a pay as you go basis and I am on for several hours most night's and have rarely paid more that 19 pounds. I don't think anyone can complain about that.
Product
: PayGo500
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Author
mamothca
IP
Logged
Date
Monday, September 20, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
1 to 5 mins
Is your call returned?
No
Technical quality (Connection)
Reliability
Speed
This user writes:
What can I say - this is a 'no-frills' operation that, for me, has delivered 100%. Accepting the problems experienced by others, I have had no troubles with Metronet except those caused early on by my old modem/router - a Linksys WAG54G - of which the less said the better. Since changing to a Netgear DG834G the connection has been flawless and never clocks at less than 450K. I have yet to have a monthly bill above £14. I find Metronet's communication fine for a no-frills: they use email and the service status website and the information is always up to date. If you want instant response to telephone calls 24/7, you have to pay for it.
Product
: PayGo500
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Author
julian61
IP
Logged
Date
Saturday, September 18, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
1 to 5 mins
Is your call returned?
Yes
Technical quality (Connection)
Reliability
Speed
This user writes:
I have been with Metronet since April 2003, when they were one of the very first pay-as-you-go broadband ISP's. I have had a few problems with the service, mostly of my own doing, and have found their help service excellent, polite and even humourous!
There have been some times when the service has been unavailable, but this must be set against their charges. I have always paid less than £20.00 per month(usually around £17-£18), and this is network sharing with a teenage daughter.
I have no hesitation in recommending them.
Product
: PayGo500
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Author
isinative
IP
Logged
Date
Friday, September 17, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
more than 20 mins
Is your call returned?
No
Technical quality (Connection)
Reliability
Speed
This user writes:
While the pay-as-you-go concept is brilliant, especially for someone who travels a lot like me, I have been extremely disappointed that Metronet are everything you don’t want in an ADSL provider. Poor connectivity, unreliable service, no service level agreement... but worst of all is that Metronet proudly presents the most useless customer service experience you will ever encounter in the modern age.
Why? They have a terrible phone service and sometimes email reply to issues when they feel like it. When their service is down (and therefore you cannot email) they do not have staff available on the phones and do not offer compensation or quick fixes and tend to blame BT for everything. If you question their lack of communication or compensation they get high and mighty and accuse you of not understanding their low cost service.
I really hope they can turn this around in a couple of weeks or I will migrate to a real service provider who understands the meaning of 'customer care' and 'reliability’
Product
: PayGo500
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Author
Dave Goldsmith
IP
Logged
Date
Wednesday, July 14, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
Unknown
Is your call returned?
No
Technical quality (Connection)
Reliability
Speed
This user writes:
After weeks of continual evening disconnections METRONET sent e-mails to all customers that they will compensate for their failings, part of letter is as follows:
"That said the following compensation proposal, we believe, is both a
viable and fair offering. Although we are unable to disregard a full
months service fees there are multiple reductions in cost that we will
put into effect which when taken over a period of a few months will
offer most customers savings which in the end will amount to very much
the same and are reductions in cost we are able to reasonably bear
without impact on the quality of service. The compensation has been
built into pricing reductions across the range of ADSL packages and
there is also a lowering in cost of associated data transfer/usage for
all PAYGo customers"
Is this joke compensation? Lets attract new customers with lower pricing!!!
No wonder as they must be leaving in droves.
***AVOID like the plague***
Product
: PayGo1000
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Author
shlozzy
IP
Logged
Date
Wednesday, April 28, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
6 to 10 mins
Is your call returned?
No
Technical quality (Connection)
Reliability
Speed
This user writes:
After a few (4) months I have hardly noticed any change! That is great connection and feedback.
My Xbox connection is good. They advised me well!
How can I compare results when it feels like this service is sooo good, I will never leave!
Product
: PayGo500
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Author
Guppy
IP
Logged
Date
Tuesday, February 17, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
Unknown
Is your call returned?
No
Technical quality (Connection)
Reliability
Speed
This user writes:
I was wary about this service provider but the pay-as-you-go package looked good and seemed to fit my internet usage. Based on other user reviews at Broadband-Help I thought it was a risk worth taking and I could always cancel the contract after 3 months. MetroNet have been excellent. I was connected to the service 3 days earlier than the original estimate and their instructions for setting up the connection worked first time. I was connecting using an ADSL modem router so it was good that the istructions were so clear as I have only used a dial-up modem before. I suspect that I am now a complete convert to broadband and my usage will have gone throught the roof so I'll have to check the stats to see if the package still offers me value for money. So far I have had no need to call MetroNet for support as their instructions have been good and I am yet to encounter problems. Fingers crossed the service remains at this good standard.
Product
: PayGo500
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Author
mev
IP
Logged
Date
Saturday, February 14, 2004
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
6 to 10 mins
Is your call returned?
Yes
Technical quality (Connection)
Reliability
Speed
This user writes:
Be careful when signing up with this ISP, make sure you read the small print. ALL PRICES exclude VAT, so for their PAYGO500 if you max out your usage, you'll end up paying £28.19 per month for your connection.
Product
: PayGo500
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Author
Ted Wojewodka
IP
Logged
Date
Saturday, December 13, 2003
Business/Domestic
Domestic
Overall impression
Customer service
General service standards
Minutes on hold
less than 1 min
Is your call returned?
No
Technical quality (Connection)
Reliability
Speed
This user writes:
As at 25 Nov, after 2 weeks I am pleased overall with the service. Connection was made as promised although it went down on the first day for a while. My e-mail and phone call received very prompt replies . Whilst the responses did not seem to address the problem, the connection was restored the next day and have not experienced any problems since. Very good price at £10.00 + VAT up to 200mb per month but concerned about the accuracy in the recording of traffic. One to watch. Update 13 Dec - invoice correctly shows level of usage.
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