Service Installation Questions

For additional questions, you can contact your MetroNet Business Customer Care Staff, available day or night, at 855-769-0936.

When will my service be installed?
After your paperwork is turned into Business Ordering Processing (BOP), you will receive an email with your Account Number and the date for your Site Survey. During the site survey, which is typically an hour, a technician will assess how best to run the fiber to your building and discuss the placement of our equipment. The technician will turn in the survey report to the BOP, after which you will be contacted about your installation date.
Do I need to be on site for installation? How long will it take?
Someone will need to be available on site during the installation of your services, which can sometimes require 1-3 appointments, each varying from 2-4 hours. Our technicians will make sure your phone, TV, and high-speed internet services are all working to your satisfaction. There are some situations that cause the installation to extend beyond these time periods.
What if I have to reschedule?
Switching your phone service requires coordination between your current phone provider and MetroNet. If you must reschedule your installation, please contact us at (855) 769-0936 as soon as possible.
Should I do anything to prepare?
It is recommended that a phone or IT vendor be onsite during installation. MetroNet will not be responsible for any costs incurred by the phone and Internet vendor. If you do not have a phone or Internet vendor, we will be glad to recommend a local vendor for your business.

Will my phone service be interrupted?
If you are keeping your same phone numbers from your previous provider, your phone service will be unavailable for approximately 15 minutes. We understand that a loss of service may be inconvenient, so we offer both morning and afternoon installations to ensure minimal disruption.

Will my TV(s) work with your service?
MetroNet Fiber IPTV is compatible with any type of television. However, if you have chosen our HDTV service, you will need to have an HDTV compatible television in order to view high definition channels. IPTV may not be available in your area.

Do I need any extra equipment for my phone to make the service work?
MetroNet phone service works with any type of phone. However, to view Caller ID name/number, you will need to provide an appropriate display unit or phone with Caller ID display capabilities. Please note that with our phone service you cannot receive inbound or outbound collect calls. If you require the need to accept collect calls, please call us at (855) 769-0936.

What type of equipment and wiring will I need?
During your site survey our technicians will assess all work needed to complete the installation and check compatibility of your existing equipment. The technician will also check for outlet availability when TV service is being requested. If additional installation services are needed, additional charges may apply. Contact your phone vendor for any questions regarding the compatibility of your phone system equipment.

MetroNet does not support or program customer-owned routers. It is the business owner’s financial responsibility to contact an IT vendor for router support. If your business requires a router, MetroNet offers a Managed Router service for a monthly fee. MetroNet’s Managed Router will support no more than one static IP.

If a charge card machine or fax is required, we recommend that this equipment is installed on a dedicated line, and that the phone/IT vendor is contacted to check for compatibility with fiber.

The Optical Network Terminal (ONT) will be installed, which enables MetroNet to provide service to your business. When an ONT/fiber drop is installed, MetroNet is responsible for service up to the DMARC point (ONT). Anything beyond the DMARC is the customer’s internal network and the business owner’s financial responsibility to contact an IT vendor for support and/or repairs

How can I view and pay my bill online?
To pay your bill online, visit the MetroNet Customer Portal at https://portal.metronetinc.com/. Set up your account using the Account Number sent to you in the Welcome to MetroNet email. View your account statements, pay your bill, and manage your payment methods. Sign up for Paperless Billing to save $2.25 per month.

What can I expect on my first bill?
Your first bill will be prorated. Like other telecommunications companies, we bill one month in advance. This means your first bill will be higher than normal. This bill will include the period of time from your installation date to your billing date, as well as your first full month of services plus taxes and fees. If you have questions regarding your bill, please call (855) 769-0936.

Should I cancel my existing service?
Please do not cancel any of your services until after MetroNet has installed the services that you’ve ordered. If you are keeping your same phone number, MetroNet will work with your current provider to port your telephone number. If you are getting a new number and have an existing telephone number with another provider, you will be responsible for canceling your current telephone number. For internet and cable services, once the transition to MetroNet equipment is completed by your IT contact, it is your responsibility to cancel previous services.

Who should I contact if I have questions?
For inquiries regarding your services, billing, or any general questions, please contact Business Customer Care (855) 769-0936.