Metronet Support Center

Get expert help for your Metronet fiber internet service. Our support team is available 24/7 to keep you connected.

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Metronet Support: Quick Summary

Metronet provides 24/7 customer support for all fiber internet services via phone (1-877-407-3224), live chat, and email. Common issues like connection problems can often be resolved by restarting your router, checking cable connections, or running a speed test at speedtest.metronet.com. For WiFi optimization, place your router centrally, away from interference sources, and consider a mesh system for larger homes. Billing questions and equipment setup assistance are available through your online account portal or by contacting our support team directly.

Last updated: April 10, 2025

Contact Metronet Support

Phone Support

Our dedicated customer support team is available 24/7 to assist you with any questions or technical issues.

Technical Support:

1-877-407-3224

Available 24 hours a day, 7 days a week

Billing Support:

1-877-407-3224

Monday - Friday, 8am - 8pm EST

Online Support Options

Get help online through our customer portal, live chat, or email support.

Live Chat:

Chat with a support representative in real-time.

Email Support:

support@metronetreseller.com

Response within 24 hours

Customer Portal:

Access your account, pay bills, and manage your services.

Common Troubleshooting Solutions

Internet Connection Issues

No Internet Connection

  1. Check if all cables are securely connected to your router and ONT (Optical Network Terminal).
  2. Verify that your router is powered on (look for indicator lights).
  3. Restart your router by unplugging it, waiting 30 seconds, and plugging it back in.
  4. Check if other devices can connect to the internet.
  5. If still not working, contact technical support.

Slow Internet Speeds

  1. Run a speed test at speedtest.metronet.com.
  2. Connect directly to your router with an Ethernet cable to rule out WiFi issues.
  3. Check how many devices are currently using your network.
  4. Restart your router and any connected devices.
  5. If speeds are still slow, contact technical support.

TV Service Issues

No Signal or Poor Picture Quality

  1. Check that your TV is set to the correct input source.
  2. Verify all cables are securely connected to your TV and set-top box.
  3. Restart your set-top box by unplugging it, waiting 30 seconds, and plugging it back in.
  4. Check if other TVs in your home are experiencing the same issue.
  5. If still not working, contact technical support.

Remote Control Not Working

  1. Replace the batteries in your remote control.
  2. Ensure there are no obstructions between the remote and the set-top box.
  3. Try resetting your remote according to the user manual.
  4. If still not working, you may need a replacement remote.

How to Restart Your Equipment

Router Restart

  1. Unplug the power cord from your router.
  2. Wait 30 seconds.
  3. Plug the power cord back in.
  4. Wait for all indicator lights to return to their normal state (usually 2-3 minutes).
  5. Test your connection.

ONT Restart

  1. Locate your Optical Network Terminal (typically a white box).
  2. If it has a battery backup, remove the battery.
  3. Unplug the power cord from the ONT.
  4. Wait 30 seconds.
  5. Plug the power cord back in and replace the battery if applicable.
  6. Wait for all indicator lights to stabilize (usually 3-5 minutes).

Important Note:

If you're experiencing issues with both internet and TV services, always restart your router first, then your ONT if needed. If problems persist after restarting your equipment, please contact our technical support team.

WiFi Optimization Guide

Improve Your WiFi Performance

Router Placement

  • Place your router in a central location in your home.
  • Keep it elevated (on a shelf or desk) rather than on the floor.
  • Avoid placing it near metal objects, thick walls, or appliances.
  • Keep it away from other electronic devices that may cause interference.

Network Security

  • Use a strong, unique password for your WiFi network.
  • Enable WPA3 security if your router supports it.
  • Change your network name (SSID) from the default.
  • Keep your router's firmware updated.

Channel Optimization

  • Use the 5GHz band for faster speeds when close to the router.
  • Use the 2.4GHz band for better range and wall penetration.
  • Change channels if you experience interference (channels 1, 6, or 11 are best for 2.4GHz).
  • Enable "Auto" channel selection in your router settings if available.

Performance Tips

  • Restart your router monthly to clear its cache and refresh connections.
  • Limit the number of devices connected to your network simultaneously.
  • Consider using wired Ethernet connections for stationary devices like desktop computers or gaming consoles.
  • Update the firmware on all your connected devices regularly.

Whole Home WiFi Solutions

If you're experiencing dead spots or weak WiFi signals in certain areas of your home, consider upgrading to our Whole Home WiFi solution.

Benefits of Mesh WiFi:

  • Eliminates dead zones throughout your home
  • Provides seamless coverage as you move between rooms
  • Supports more simultaneous device connections
  • Easy setup and management through a mobile app
  • Automatic updates and security patches

Ideal For:

  • Homes larger than 2,000 square feet
  • Multi-level homes
  • Homes with thick walls or unusual layouts
  • Households with many connected devices
  • Users who need consistent WiFi throughout their home

Equipment Setup & Guides

Router Setup

Learn how to set up and configure your Metronet router for optimal performance.

TV Equipment Setup

Step-by-step instructions for setting up your Metronet TV service and equipment.

Phone Service Setup

Instructions for setting up and configuring your Metronet phone service.

Equipment Replacement & Returns

How to Request Replacement Equipment

If your equipment is malfunctioning, you can request a replacement through:

  • Calling our technical support at 1-877-407-3224
  • Visiting your online customer portal
  • Stopping by a local Metronet store

Note: Equipment under warranty will be replaced at no cost. Out-of-warranty equipment may incur a replacement fee.

Equipment Return Process

When cancelling service or upgrading equipment, return your old equipment by:

  • Using the prepaid return shipping label provided
  • Dropping it off at a local Metronet store
  • Scheduling a technician pickup (fees may apply)

Important: Unreturned equipment will result in equipment charges on your final bill.

Billing Support & Information

Payment Options

Online Payment

Pay your bill online through our secure customer portal.

Automatic Payments

Set up automatic payments to ensure your bill is always paid on time.

Phone Payment

Pay by phone by calling our billing department at 1-877-407-3224.

Mail Payment

Send check payments to:

Metronet
P.O. Box 630635
Cincinnati, OH 45263-0635

Billing FAQ

When is my bill due?

Your bill is due on the same date each month, as indicated on your statement. You can also view your due date in your online account.

How do I update my payment method?

You can update your payment method through your online customer portal or by calling our billing department at 1-877-407-3224.

What if I have a question about my bill?

If you have questions about charges on your bill, please contact our billing department at 1-877-407-3224 or email billing@metronetreseller.com.

Can I change my billing cycle date?

In some cases, we can adjust your billing cycle date. Please contact our billing department to discuss your options.

Frequently Asked Questions

How do I reset my Metronet account password?

To reset your Metronet account password, visit the customer portal login page and click on "Forgot Password." Follow the instructions to reset your password. You'll receive an email with a password reset link. If you don't receive the email, check your spam folder or contact customer support for assistance.

What should I do if my internet is slow?

If you're experiencing slow internet speeds, try these troubleshooting steps:

  1. Restart your router and connected devices
  2. Connect directly to your router with an Ethernet cable to test if it's a WiFi issue
  3. Run a speed test at speedtest.metronet.com
  4. Check how many devices are currently using your network
  5. Try moving your router to a more central location
  6. If speeds are still slow, contact our technical support team

How do I set up my Metronet email account?

To set up your Metronet email account, log in to your customer portal at portal.metronet.com. Navigate to the "Email" section and follow the instructions to create your email account. You can access your email through webmail or set it up on your preferred email client using the POP3 or IMAP settings provided in the portal.

What is the difference between 2.4GHz and 5GHz WiFi?

The 2.4GHz and 5GHz WiFi bands offer different benefits:

2.4GHz WiFi:

  • Better range and wall penetration
  • More susceptible to interference
  • Slower maximum speeds
  • Good for devices farther from the router

5GHz WiFi:

  • Faster maximum speeds
  • Less interference from other devices
  • Shorter range and less wall penetration
  • Better for high-bandwidth activities like streaming 4K video

Most modern routers, including those provided by Metronet, support both bands simultaneously, allowing you to connect different devices to the most appropriate band.

How do I report an outage?

To report a service outage, you can:

  • Call our technical support at 1-877-407-3224
  • Report it through your online customer portal
  • Use the Metronet mobile app

Before reporting an outage, try restarting your equipment to see if that resolves the issue. You can also check our Service Status page to see if there are any known outages in your area.

Additional Resources

WiFi Optimization Guide

Learn how to improve your WiFi signal and coverage.

Router Setup Instructions

Step-by-step guide to setting up your Metronet router.

Billing FAQ

Answers to common questions about your Metronet bill.

Service Outage Information

Check for known service issues in your area.

Still Need Help?

Our dedicated support team is available 24/7 to assist you with any questions or technical issues.

Last updated: April 10, 2025

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