r/Metronet

My Metronet service line to my house is an above ground drop cable that comes off a utility pole behind my house, through my neighbor's tree, and then attaches below my electrical mast. My neighbor is having said tree removed, and the tree crew needs the Metronet cable to be moved out of the way for them to cut down this tree. I called Metronet customer service on Monday to ask if a tech could come out and move the line before tree work began on Thursday (today). They scheduled a tech for an 8-10am window the following day (Tuesday morning). After that window passed, I called again and they said we were next on the list and would be there early afternoon. I have made this call every two hours for the last three days, asked to speak with supervisors, kept getting assured that we are "next on the list" and nobody has showed up. I even spoke to one agent who told me that a tech had already been at my house and determined "the tree would need to be removed before we can make a repair." And I reminded them that there is no repair needed, the line needs to be moved before the tree can be removed. Then I asked for a supervisor who told me that no one had been out to my house yet, and we were next on the list. The tree crew had to start working and they're trying to work around the line for now but I've already seen a large branch fall on my Metronet cable so it's only a matter of time before it gets ripped off my house.

Has anyone else dealt with this? What else can I do in this situation? Should I just have the tree crew take the line down themselves and then hope I can ever get a Metronet tech to come out and put it back up? I don't want to cause a breach of contract or anything by tampering with Metronet's property. This has been beyond frustrating.

I just moved into a new apartment where they already had wifi set up with Metronet. I was having issues with the Wifi when I tried to play online games; they would continuously fail to connect to online servers and, while I attempted to join online servers, if I happened to be in a Discord call at the time, my connection would fail there as well and even if I left the call and tried to rejoin it would be stuck "connecting". I called the service provider and tried to ask if the issue had something to do with something I read about Double NAT (which I still don't really understand) and they refused to acknowledge that possibility and instead updated the routers as they'd apparently been behind in several updates (the system uses a nokia router/modem and a single eero router mesh station).

That seemed to work at the time and when I went to play on a game with some friends it worked for like ten or fifteen minutes, but then the earlier issue started happening again. I've tried to restart the routers and even tried plugging one of the stations in and not the other for which I tried both stations. I have to note that so far the only way to reset whatever seems to happen is to restart my computer entirely. I even tried hooking my computer up to ethernet but that hadn't changed anything. One thing the service member told me on the phone was that they use rotating IP addresses and that they offer a stable IP address service but that'd cost an extra charge.

Anyways, I was really hoping for some insight or if anyone had any solutions. I considered that a VPN might fix it if it is that rotating IP that's causing this. So really just any insight might help.