Question 1

What makes fiber internet different from cable or DSL?

Accepted Answer

Fiber internet uses light signals transmitted through glass or plastic fibers, while cable and DSL use copper wires with electrical signals. This fundamental difference gives fiber several advantages: 1) Much faster speeds (up to 5 Gbps with Metronet), 2) Symmetrical upload and download speeds, 3) Greater reliability with less interference, and 4) Lower latency for responsive online experiences. Unlike cable, fiber doesn't slow down during peak usage times because you're not sharing bandwidth with neighbors.

Question 2

How fast is Metronet's fiber internet in real-world conditions?

Accepted Answer

Metronet's fiber internet delivers consistent speeds that match or exceed advertised rates in real-world conditions. Our 1 Gig plan consistently delivers 940+ Mbps download and upload speeds, even during peak usage times. This means you can download a 4K movie (about 100GB) in under 15 minutes, join video calls without freezing, and game online with ping rates under 20ms. Unlike cable providers, our speeds don't fluctuate throughout the day because fiber technology provides dedicated bandwidth to your home.

Question 3

Is there a data cap on Metronet plans?

Accepted Answer

No, all Metronet plans come with truly unlimited data. We believe your internet should work for you without restrictions, so you'll never face overage charges or throttling, no matter how much you stream, game, or download. This is particularly valuable for households with multiple users, remote workers who transfer large files, content creators who upload videos, and avid gamers who download large game files regularly.

Question 4

What happens during Metronet installation and how long does it take?

Accepted Answer

Metronet installation is a thorough process handled by our certified technicians. The typical installation takes 2-3 hours and involves: 1) Running fiber from our network to your home (either underground or along utility poles), 2) Installing an Optical Network Terminal (ONT) on the exterior of your home, 3) Running fiber from the ONT to your preferred router location, 4) Setting up and configuring your eero router and WiFi network, and 5) Testing speeds and ensuring all your devices connect properly. Our technicians will walk you through everything and answer any questions before leaving. For new construction areas, installation may require additional steps and coordination.

Question 5

Can I keep my current email address and phone number when switching to Metronet?

Accepted Answer

Yes, you can keep your current email address from your previous provider—it remains yours even after switching internet services. If you're signing up for Metronet's phone service, we can transfer your existing phone number in most cases through a process called Local Number Portability (LNP). This transfer typically takes 2-4 weeks to complete, during which time both your old and new phone services will work. We handle all the paperwork with your previous provider to ensure a smooth transition.

Question 6

What are Metronet's current pricing options and are there any hidden fees?

Accepted Answer

Metronet offers transparent pricing with no hidden fees. Our plans start at $49.95/month for 100 Mbps, $59.95/month for 500 Mbps, $69.95/month for 1 Gig, and $99.95/month for 2 Gig speeds. Installation is currently free (normally $99) with our online promotion. The only additional fee is a $9.95 monthly equipment fee for your eero router, which provides whole-home WiFi coverage. We don't charge activation fees, data overage fees, or early termination fees on our no-contract options. Your bill will include applicable state and local taxes, which vary by location.

Question 7

Do I need to sign a contract with Metronet?

Accepted Answer

Metronet offers both no-contract and contract options. Our no-contract service gives you complete flexibility to change or cancel your service at any time without penalties. We also offer 12-month promotional rates that require a term agreement. These promotional rates typically save you $10-15 per month compared to no-contract pricing. After the promotional period, pricing converts to our standard rates. We believe in earning your business every month rather than locking you into long-term commitments.

Question 8

What equipment do I need for Metronet service and is it included?

Accepted Answer

Metronet provides all the essential equipment for your fiber internet service. This includes: 1) An Optical Network Terminal (ONT) that converts fiber-optic light signals to electrical signals (included at no charge), and 2) An eero Pro 6 mesh WiFi router that provides whole-home coverage (available for $9.95/month). The eero router supports speeds up to 1 Gig. For our 2 Gig and 5 Gig plans, we provide a specialized high-performance router. While you can use your own router, we recommend our eero system for optimal performance, automatic security updates, and dedicated support. All equipment is professionally installed and configured by our technicians.

Question 9

How reliable is Metronet's fiber service during weather events?

Accepted Answer

Metronet's fiber-optic network is significantly more reliable than traditional cable or DSL during adverse weather conditions. Our fiber cables are either buried underground or securely mounted on utility poles, providing protection from most weather elements. Fiber-optic technology is immune to electromagnetic interference from lightning and doesn't conduct electricity, making it safer during storms. While no service can guarantee 100% uptime during extreme events like major power outages or natural disasters, our network includes redundant paths and backup systems to minimize disruptions. Our average network uptime exceeds 99.9%, even in areas prone to severe weather.

Question 10

What security features does Metronet offer to protect my home network?

Accepted Answer

Metronet takes your network security seriously. Our eero routers include advanced security features like: 1) Automatic firmware updates to patch vulnerabilities, 2) WPA3 encryption for secure WiFi connections, 3) Network segmentation to isolate IoT devices, 4) Advanced threat detection to block suspicious activity, and 5) Parental controls to manage content access. For enhanced protection, eero Secure ($2.99/month) adds content filtering, ad blocking, and advanced threat intelligence. We also provide free resources on our website about best practices for home network security, including password management, device security, and recognizing phishing attempts.

Question 11

How does Metronet handle service issues and what's your average response time?

Accepted Answer

Metronet provides 24/7/365 customer support through multiple channels. For technical issues, our average phone wait time is under 5 minutes, and our technicians can resolve most issues remotely within 15-30 minutes. For problems requiring an in-home visit, we typically schedule same-day or next-day appointments. Our fiber network is continuously monitored, allowing us to detect and often fix issues before they affect your service. We also provide real-time service status updates through our mobile app and website. Our technical support team undergoes rigorous training specifically on fiber technology, ensuring they can address complex issues efficiently.

Question 12

Can I bundle TV or phone service with Metronet internet?

Accepted Answer

Yes, Metronet offers flexible bundling options for TV and phone services. Our TV service is delivered through streaming technology (IPTV) rather than traditional cable, providing superior picture quality and interactive features. TV packages start at $49.95/month for 70+ channels, with premium options available. Our phone service uses Voice over IP (VoIP) technology and includes unlimited nationwide calling, 15+ calling features, and international calling options starting at $24.95/month. Bundling services can save you $10-20 monthly compared to purchasing them separately. All bundled services appear on a single monthly bill for convenience.

Question 13

How does Metronet's fiber internet benefit remote workers and online learners?

Accepted Answer

Metronet's fiber internet provides specific advantages for remote work and online learning: 1) Symmetrical speeds ensure video conferencing is clear and file uploads are as fast as downloads, 2) Low latency (under 20ms) creates responsive connections for real-time collaboration tools, 3) Consistent performance throughout the day means no slowdowns during business hours, 4) Reliability exceeding 99.9% uptime minimizes disruptions to important meetings or classes, and 5) Unlimited data allows for transferring large work files or participating in video-intensive courses without restrictions. Many remote workers report that upgrading to fiber eliminated the connectivity issues that previously affected their productivity.

Question 14

What communities is Metronet currently expanding to?

Accepted Answer

Metronet is actively expanding our fiber network to new communities. Our current expansion projects include neighborhoods in Tallahassee (FL), Greenville (SC), Ames (IA), Rochester (MN), and several suburbs of Indianapolis (IN). We typically build out our network in phases, with new areas becoming serviceable every 3-4 months. You can check if your address is serviceable or sign up for notifications about upcoming availability on our Coverage page. We also consider community interest when planning expansions, so registering your interest helps us identify high-demand areas for future development.

Question 15

What makes Metronet different from other internet providers?

Accepted Answer

Metronet stands apart from other providers in several key ways: 1) We're a 100% fiber-optic provider, not a cable company that offers some fiber services, 2) We build, own, and operate our entire network rather than leasing infrastructure, 3) We offer truly symmetrical speeds with identical upload and download rates, 4) We maintain a local presence with offices and technicians in the communities we serve, 5) We provide transparent pricing without the promotional bait-and-switch tactics common in the industry, and 6) We're committed to continuous network upgrades, already offering multi-gig speeds in most markets. Our customer satisfaction scores consistently exceed industry averages, with a Net Promoter Score 22 points higher than the ISP industry average.

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