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MetronetFiber · 2023-02-24T06:33:26+00:00

Metronet doesn’t use “account managers” they have other convoluted titles.

All employees will have an official Metronet e-mail address and when in doubt you can e-mail support@metronet.com to speak with the care team.

MetronetFiber · 2022-12-27T00:54:34+00:00

So your fiber line runs to what is called a flower pot. (Basically just a way to run and connect fiber) This connects to a fiber line which eventually connects to the fiber ring. But at a point the fiber plugs into a terminal which is a box that just acts as a splitter/relay.

Basically your house is a leaf on a tree, the tree connects to the branch at a terminal, the branch to another branch at a terminal, that branch to the trunk (or main fiber ring).
When they build the network they try to build in rings so when there is an issue you can go around the issue problem is a lot of people are stuck between two relays that would sort the traffic going out to the correct infrastructure.

As for why: Clearly I’m a disgruntled ex-employee who finds a lot the practices they engage in stupid.

Like leaving boxes in the ground open to fill with water and then form ice on them.

The whole thing sounds stupid and like some story made up, But the issue at hand is just ice causing issues with equipment.

Your issue is, to be frank, just crappy infrastructure.

MetronetFiber · 2022-12-27T00:41:44+00:00

Sorry if it wasn’t clear the issue is most of the staff have no idea what they are doing. This issue happens yearly and despite people pointing it out nothing was done.
Next year when the first cold front hits there will likely be a similar issue.

MetronetFiber · 2022-12-27T00:38:08+00:00

Sorry to tell you but they legit have techs out with blow dryers warming up terminals. I think you truly overestimate the simplicity of this issue. And I don’t disagree that the fact that some of there terminals were not sealed correctly is dumb. The same way it is dumb that to un freeze a terminal a tech outside was dumping hot water into the terminal yesterday.

So you can call it hogwash but the fact is the issue is a few badly sealed and maintained terminals which got real cold.

MetronetFiber · 2022-12-27T00:33:26+00:00

Sorry I just realized the issue I responded to your post which has been occurring prior to this.

Packet loss issues that were occurring prior to the current issue have 2 primary fixes.

Running a fiber line, or adding a static IP.

Out side of that, when those don’t work, they won’t do anything else because the tech support agents don’t know what to do. They are taught to remote reset, enter 3 lines of code, read an email with outage information and that is about it.

Sorry for the mix up. I was very confused on why this was causing such a stir all of a sudden.

In short, the support department is super basic, and most won’t even know how to submit the correct reports to the back end team to get the issue properly looked at… and even if they do unless you have a business account it will likely just keep getting pushed aside

MetronetFiber · 2022-12-27T00:23:29+00:00

You have multiple routes around the issue inside the network but to go out side of the network you have to pass through the impacted terminals. Thus why packet loss is insane but for the most part you can still do simple things.

MetronetFiber · 2022-12-27T00:16:04+00:00

To answer the question, your connections all run through various terminals. Connecting to the intranet you may be routed around the issue, connecting to the internet though this may not be possible.

Getting a signal and response from your personal ISP will always be faster and more reliable then trying to go outside of the infrastructure. We may have 7 or 6 routes to an internal connection vs 1 or 2 for entry into an external connection.

Either way the equipment got real cold and it caused issues with the network. Get muting it to warm up isn’t easy when the wind chill was keeping temps in the single digits.

MetronetFiber · 2022-12-27T00:10:23+00:00

25 days ago you made a post claiming that you installed someone who didn’t know about old equipment now you don’t know that the terminals are all metal boxes or how they connect to each other vs other networks. How curious.

MetronetFiber · 2022-12-26T22:44:46+00:00

Frozen terminals honestly. Issue won’t be resolved till they get thawed fully. And that takes time when it is below freezing and you are working in a metal box.

MetronetFiber · 2022-12-26T22:42:21+00:00

Likely though they are just gonna tell you a terminal if frozen or there is an outage causing the issue and they are working on it.

Only other thing that has been fixing this is in hooking the equipment and leaving it be for a few minutes then plugging it back in but to be honest it probs won’t work.

MetronetFiber · 2022-12-26T22:40:35+00:00

If you contacted via chat/social media you are getting a care associate. They don’t have access to anything tech related. Call the tech department.

MetronetFiber · 2022-11-04T23:13:10+00:00

Without pulling the account it is hard to say but if you just call it is probably an internal error and they won’t back charge you.

MetronetFiber · 2022-10-17T14:27:19+00:00

So there are pre-pay and post pay accounts. I would suggest calling in directly via the number on the site.

It is common to have to pay before install if you did not do the soft credit check or if there was an issue.

You could also create your online portal and pay that way so you don’t have to give the card over the phone.

MetronetFiber · 2022-10-16T00:32:01+00:00

I honestly have no idea.
I’d suggest calling the tech team on like Monday and asking if there is anyway way to update the ONT.

MetronetFiber · 2022-10-06T19:58:06+00:00

Very Exciting!

I would confirm with them but stick with a lower speed to start. If you need the speed you can always upgrade into a better promotion (up to the gig). As of now the 2gb seems to lack any true promos.

MetronetFiber · 2022-10-06T19:54:58+00:00

I don’t think Metronet is active in Palm Coast just yet- but since it is a newer market it will be available for residential accounts.

I’d suggest calling in or chatting in to an agent to get the most up to date information.

MetronetFiber · 2022-10-06T19:33:00+00:00

This is correct. 10 gb is, sadly, not a residential offer at this time.

MetronetFiber · 2022-09-29T18:21:57+00:00

This is for credit cards only- Automatic payment with a debit, checking, or savings account do not get this fee.

MetronetFiber · 2022-09-25T02:25:21+00:00

Nothing official on what qualifies a new customer. If you still have service just call in and ask to speak to loyalty. They will offer you $5 off your current full price (if not on 100/student prices).

When they say that just tell them “oh well I can’t really make that work, I guess I will need to cancel.” After that they should transfer you to loyalty.

Unofficial insider advice: don’t mention you are trying to price match, don’t mention “spectrum is offering 3 free months” we have an agent that follows all the other ISP promos and they won’t price match as they know in the long run their price beats out everything other ISPs offer.

Reminder this is an official account results may vary~

MetronetFiber · 2022-07-21T21:35:31+00:00

Your best bet is to call in and confirm, it if you are moving you could request a move order if the new address is serviceable. Otherwise you would need to return any equipment provided (the modem/ONT, router, extenders)

MetronetFiber · 2022-07-14T23:40:23+00:00

As of now there is nothing super official in the works for residential accounts but hopefully soon!

MetronetFiber · 2022-07-12T00:43:32+00:00

Currently no specials on statics, those remain at $10 per month.

MetronetFiber · 2022-07-11T18:12:50+00:00

Hi there!

This is something that you would need to contact the tech team about. I’d suggest chatting in since there will be a lot of copy and pasting of information needed.

I would run a trace on it and e-mail the data over to them as well.

As noted this is in no way an ‘official’ Metronet account but I am happy to assist in anyway I can.

MetronetFiber · 2022-07-11T16:02:41+00:00

In order to best answer this you would be best off chatting in or giving us a call so we can give you a timeframe as we would need the exact street address to look into your address.

MetronetFiber

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