Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Lumos internet installed the of end of January 2025. they put underground lines a few weeks later, since then I have had an increase in my water bill, The water company said that I have a leak. I have never had this problem before, and it is not coming from my house.
  I called Lumos and they sent someone out and said they would get back with me. That was 3 weeks ago. I have contacted them at least 5 times, they won't return my calls, or they just keep me waiting on the line.

  Business Response

  Date: 06/02/2025

  May 30, 2025Response Filed via WebsiteBetter Business Bureau RE: ******** ********, BBB, Informal Complaint ID ********, Account Number *********.  This letter is in response to the BBB Informal Complaint received via email on May 19, 2025 filed by ******** ********.Listed below is a timeline of significant events in this matter.  Also, listed below are the names of those persons that were actively involved in the research for this matter on behalf of Lumos, and ******** ********. Lumos:******* ******, Customer Response Specialist ******** ******** Inquiry :5/19/25 Email from the Better Business Bureau received by Lumos for an informal complaint filed by ******** ********. Ms. ******** stated she has had an increase in her water bill since the end of January 2025, when Lumos service was installed.Research and Resolution:5/12/25 ******** ******** advised she’s had a water leak since internet was installed in January. The water company made a visit and could not locate the leak. Ms. ******** indicates Lumos damaged the water line and wants Lumos to repair it. *****, Lumos, submitted a Construction Complaint form.5/13/25 Ms. ******** called to report water leak again. ******, Lumos, submitted a form.5/14/25 Mr. ******** called again about water leak. *******, Lumos, submitted a form.5/19/25 ******* escalated the report to the Buried Drop Coordinator.5/27/25 The Lumos Buried Drop Coordinator responded the Buried Drop crew went out to assess the claim. The original crew marked the fiber line with white paint and the line was buried too far away from the water line to have caused damage. The customer was present when the path of burial was marked and was shown where digging would take place. Lumos did not cause damage to the water line when digging to install the Fiber line.

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: The fiber optic installation was completed on 4/1/25.
  
  Amount Paid: I have not paid the business directly for any work related to the installation, but the damage to my driveway, caused by the fiber optic installation, is estimated to cost $4,235 for repairs.
  
  Business Commitment: Lumos is responsible for repairs to the easement of the driveway, but the damage I’m experiencing now appears to have gone beyond the easement. They are responsible for ensuring their work does not cause avoidable or excessive property damage beyond their permitted scope.
  
  Nature of the Dispute: Since the incident on 4/1/25, I have well-documented evidence, including messages, emails, recorded phone calls, and video. Any necessary documentation can be provided upon request. Lumos has taken responsibility for the damage to my driveway. They offered to use their own contractors to complete the repair, but the timeline they provided was inconvenient. Based on other repairs I’ve seen them perform, I do not want to use their contractors. I prefer to use my own contractors, and I am seeking a cash settlement to cover the $4,235 repair estimate. Attached is the estimate from my contractor
  
  Business Attempts to Resolve: Lumos has been unresponsive and has failed to offer a timely or reasonable resolution. One of their workers was suspended without first attempting to resolve the issue. After his suspension, he came over unsolicited to try to make things right on his own—I do feel bad for him, but this was not a proper or official resolution. Additionally, despite their lack of effort to communicate with me about the damage, a Lumos representative recently came to my door trying to sell me internet service. If they are able to send someone to my home to solicit internet packages, then they are clearly capable of contacting me to help resolve the damage they caused.
  
  Advertising: This issue is not related to any advertising.

  Business Response

  Date: 05/13/2025

  We appreciate Mr.
  ****** bringing his concerns to our attention. Lumos takes property access,
  restoration, and communication with homeowners very seriously during the course
  of our fiber-optic network construction.The work in question occurred
  within the public right-of-way (ROW), which includes areas of the driveway
  apron. Lumos and our contractors follow local regulations and permitting
  requirements when accessing these zones.After Mr. ******
  reported the damage, Lumos offered to complete the repairs using our approved contractor network. We understand
  that Mr. ****** preferred to use his own contractor, and he has submitted a
  separate estimate for reimbursement. At this time, Lumos has not authorized
  cash settlements for third-party repairs when work is located within the ROW
  and permitted easement area. We are continuing to coordinate
  with the local municipality to confirm the appropriate scope of repairs and
  ensure we remain compliant with city expectations and obligations. Lumos remains committed to resolving this matter
  appropriately and respectfully, and we welcome continued dialogue with Mr. ****** to bring this situation to a close.

  Customer Answer

  Date: 05/13/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I’m following up on my complaint about driveway damage caused by Lumos on 4/1/25 during a fiber optic installation. They’ve claimed the work was done in the ROW or a permitted easement, but haven’t shown any plat, documentation, or survey to confirm that. They also said they’re still “coordinating with the municipality,” which tells me they aren’t actually sure where the ROW line ends.When I spoke to others in my area who had the same fiber service installed, they all mentioned non-invasive methods like horizontal directional drilling (HDD) were used to run lines under driveways without cutting into the concrete. That clearly wasn’t done here — a more destructive option was used instead, and without notice.Lumos hasn’t contacted me directly since the incident, despite saying in their BBB response and to the SCC that they would. The only communication I’ve had is from a suspended worker (who came by unannounced to offer help) and a contractor who said the entire driveway skirt needs replacing — which supports my claim that the damage is substantial and likely beyond any easement.And yet, someone from Lumos managed to come to my door to sell internet service — so clearly they’re capable of contact when it suits them.I’ve submitted a third-party repair estimate for $4,235 and asked for a cash settlement. I’ve documented everything — photos, messages, calls, and video — and I’d still like to resolve this without legal escalation, but I need Lumos to actually engage.Thanks for continuing to assist.
  Regards,
  
  ******** ****** 

  Business Response

  Date: 06/17/2025

  Good afternoon BBB, Claim ID – ******** has been resolved. Repairs to the customer driveway have been completed. We attempted to update our initial submission to show complaint resolved but system indicated that complaint closed as unresolved. Please let me know how the complaint can be re-opened or status changed to resolved. Thank you, *** ********Manager - Regulatory Affairs###-###-####**************

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lumos dug up certain parts of my yard a few months ago. So today for the first time this year i go and cut my yard and the areas where they dug up the is either not growing grass or they put back the grass area where they dug it up which is fine if it was done properly i have bald spot and lumpy squares that is noticeable when you are cutting the grass and a few rivets in my yard. Look like someone was practicing their golf swing in certain spot where they tried to put the dress they dug. The brochure that was left on my doors they would put down seed and repair damage done by them digging i hope they will resolve the issue so i don't have to spend the 1200 true green quoted to repair there damages !!

  Business Response

  Date: 04/14/2025

  This letter is in response to the BBB Informal Complaint received via email on April 7, 2025, filed by **** ***********.Listed below is a timeline of significant events in this matter.  Also, listed below are the names of those persons that were actively involved in the research for this matter on behalf of Lumos and **** ***********.Lumos:******* ******, Customer Response SpecialistInquiry :4/07/25 Email from Better Business Bureau received by Lumos for an informal complaint filed by **** ***********. Mr. *********** was concerned with the ground restoration after Lumos installed Fiber lines on his property.Research and Resolution:4/07/25 ******* emailed **** *********** requesting his physical address. Mr. *********** responded with the address and photographs of the places in his yard that needed attention. ******* submitted the information to the Construction Crew supervisors who will reach out to the customer and schedule follow-up on the ground’s restoration.

  Customer Answer

  Date: 04/17/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ***********

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 28 Called into customer service and requested to speak with supervisor and was placed with *** at 11:00 am. I explained someone needed to return to my home today because when burying the cable it was left exposed in multiple places and they cut another orange cable leaving it exposed. Plus, the initial install was left with cable hanging under the house and they drilled thru the floor leaving a large glob of putty. *** told me he would submit a ticket to a network department and they would call me in reasonable amount of time. When I told him a reasonable amount of time was not acceptable as it needed to be today, he proceeded to tell me I was quoting him?! Next, I asked for his manager’s name, and he told me there was not a manager as he was the supervisor. I asked again, and he told me the same, there was not a manager. When I explained, he was not the owner of Lumos and he reported to someone, he said his manager was ******. However, he would not provide last names or contact info. He would not advance the call and only submitted a ticket for exposed cables and exposed cut cables. This was a very serious issue that was not taken seriously by ***, and he was unprofessional and condescending.

  Business Response

  Date: 04/07/2025

  Response
  Filed via Web Portal     RE: **** *******, BBB Informal Complaint ID ********, Account Number ******.  This
  letter is in response to the BBB Informal Complaint received via email on March
  31, 2025 filed by **** *******.Listed
  below is a timeline of significant events in this matter.  Also, listed below are the names of those
  persons that were actively involved in the research for this matter on behalf
  of Lumos, and **** *******.            Lumos:******* ******, Customer Response Specialist**** ****, Sr Network Support Manager            **** *******            *** *******Inquiry :3/31/25            Email from BBB received by Lumos for an
  informal complaint filed by **** *******. **** was concerned with a
  conversation they had when requesting to speak with a supervisor regarding
  installation concerns. **** indicated the supervisor was reluctant to escalate
  the concern on the phone and instead only advised he would submit a ticket.Research and Resolution:3/22/25            **** ******* contacted Lumos to report
  concerns with the installation of Lumos. **** indicated the technician left
  wires hanging in the crawl space under the house and they wanted to use their
  own router. *******, Lumos, submitted a complaint form.3/28/25            *** ******* contacted Lumos to report damage
  during installation and indicated when the line was buried outside it was left
  exposed in several places, the crew cut another cable and left it sticking up
  from the ground. *** expressed concern over the safety of the exposed cable.
  ******, Lumos, indicated a complaint form had been submitted for this concern
  and escalated the request to Tier II. *** reached out on Social Media to
  express concerns with not receiving follow-up contact about the installation
  concerns. *** indicated they called and talked with ****** who was very
  condescending, no help, and would not agree to send someone to correct the
  issues reported. The Lumos Social Media Team escalated the concerns to the
  installation and burial crew. *** responded on Social Media that two
  supervisors came to fix the burial of the fiber cable. They were careful to
  monitor the individuals who dug and had the customers approve the work before
  leaving. In the afternoon, a technician returned to correct the inside installation,
  carefully lining the fiber across the beams. *** noted it was very neat. The
  technician also ensured the equipment was properly running. ****, Lumos,
  escalated the concerns with the conversation with ****** to their manager as
  well as the Director. **** confirmed the employees involved were coached on
  this escalation.3/31/25            **** ******* filed a complaint with
  the Better Business Bureau. **** reached out to **** and advised of the
  escalation for concerns with the call and the installation and burial. **** advised **** that the management team was made aware of the situation and the
  employees were coached. **** provided **** feedback on the situation which **** will be sharing with the management team.

  Customer Answer

  Date: 04/07/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company was running Fiber lines and cracked my main water line.

  Business Response

  Date: 04/09/2025

  This
  letter is in response to the BBB Informal Complaint received via email on March
  31, 2025 filed by **** ******.Listed
  below is a timeline of significant events in this matter.  Also, listed below are the names of those
  persons that were actively involved in the research for this matter on behalf
  of Lumos, and **** ******.            Lumos:******* ******, Customer Response Specialist          **** ******Inquiry :3/31/25     Email from Better Business Bureau received
  by Lumos for an informal complaint filed by **** ******. Mr. ****** was seeking
  reimbursement for plumbing repairs made at his home stating Lumos cracked his
  main water line. Research and Resolution:4/09/25    **** ****, Manager-OSP Construction, has
  previously spoken with Mr. ****** and provided his direct contact information.
  **** requested Mr. ****** to provide pictures and a copy of the invoice so the
  reimbursement can be reviewed. **** has not received this requested information
  from Mr. ******. Once Lumos receives the necessary documentation, Lumos can
  proceed with coming to a resolution for Mr. ******.