Business Profile
Fiber Optics
Lumos Networks, Inc.This business is NOT BBB Accredited.
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Reviews
Customer Review Ratings
1.84/5 stars
Average of 25 Customer Reviews
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Review fromDominic M
Date: 07/29/2025
1 starThis company sells themselves as the best fibre internet in NC giving you 1 gig of data and very fast. Signed up and within a week the service had dropped to below 500 mgb and the smallest of thunderstorms causes the internet to fail completely! They never bother responding to complaints despite multiple emails and if I could give 0 stars I would. Useless!!!Lumos Networks, Inc.
Date: 07/31/2025
Dominic, we are sorry to hear you have been unable to reach Lumos via email. We understand how important internet speed is and would like the opportunity to investigate the slow speed you are experiencing. An agent will contact you to discuss your concerns in further detail. Thank you for taking time to bring this to our attention.Review fromMathew A
Date: 07/06/2025
1 starSigned up with Lumos because we were tired of the notoriously bad customer service from cable companies like spectrum. Unfortunately, Lumos proves to be exactly the same. Calling their customer service line is not helpful. They intentionally make any request for help tedious and cumbersome. After you call the customer service line, they send an internal request to one of their representatives who then sends YOU a message, asking you to jump through various hoops after you have already addressed all of the same issues and information with the first several representatives you spoke to on the customer service line! Literally, things like what is your account number? All information they already have and that the customer service rep already provided when they sent the INTERNAL request for help! We’ve responded with two requests for someone to take action. Of course, none has been taken in over a week… This is an obvious tactic to delay further action and to continue charging service fees and unreasonable fees like “paper fees.” Yes, they charge $5.00 to send their bill for payment and will not give you the option to opt out, waive it, or even stop it. We’ve asked FIVE times. I rest assured knowing companies like this will not survive when they treat people this way but in the meantime, we must start the search for someone new. Sad.Lumos Networks, Inc.
Date: 07/14/2025
Mathew, thank you for taking time to provide your feedback on your customer experience with Lumos. Customer Service is important to us, and we are disappointed to hear you’ve had anything less than excellent service. It appears we have since talked with you to address your concerns and work with you on your account. Lumos will use your experience for improvements within our Customer Care team. Please let us know should you have any additional needs and thank you for allowing us the opportunity to resolve your concerns.Review fromJa J
Date: 06/05/2025
1 starI signed up for Lumos in Feb 2025, while some aspects of their internet have been great, some of their planning where customers are concerned are not so great. My bank recently rebranded and everyone was issued new cards, I learned that I can not update my own payment infomation on the Lumos website, to do so means getting someone on the phone and giving your card information to them. As someone who has had their card information stolen more than once, I would rather find another internet provider than risk giving my card information out over the phone. This seems like very poor planning on the part of Lumos, I have not had any service I pay for where I can not update my own card information. Whether it is a recurring payment or not. When I signed up I didnt have to give my card information to someone, it was done thru an app that I typed in myself, so to expect a customer to give their information over the phone doesnt make sense.Lumos Networks, Inc.
Date: 06/10/2025
Ja *******, thank you for your feedback. We understand your concern and want to ensure you the information you share with us is safe and properly handled. We will take this into consideration in any future planning of upgrades and changes to our system.Review fromWilliam R
Date: 06/03/2025
2 starsSigned up and started the cancellation process the same day after I learned they don't support IPv6. They claim to be "internet built for the future" but don't even support a core Internet protocol that's been around since the 90s and widely implemented with all of the other major ISPs since the early-to-mid-2010s. Their lack of IPv6 and decision to place everyone behind a CGNAT leads to a worse experience for everyone.
They're also not very competitive in their pricing. Their local competitor offers the same class of service (but with IPv6 and no CGNAT) for a full $30/month than they do.Lumos Networks, Inc.
Date: 06/17/2025
Thank you for taking time to leave us your feedback, William. Lumos currently does not offer IPv6 through our network. We are looking to implement this in approximately the next year. We are sad to lose you as a customer, and hope that you will consider us again in the future. Thank you.Review fromMichael R
Date: 05/03/2025
1 starI had lumos internet service for approximately 3 years in two different locations. The first experience would have been at five stars it was easy setup fast internet and no issues with anything. I have a fairly complex LAN and network requirements, so this is actually unusual. However, this company either went down and service or something happened as when I moved the whole experience was pretty much the worst experience possible. They're installer complained to me about the install I had troubles having the exact same service I had in the previous location which is just down the street, and it took forever to get my network set back up correctly. I then eventually canceled service and was forced to drive to *********** to drop off equipment lest I had a huge charge. They're too people manning the *********** office were very incompetent. I was told multiple times that they were closing my account and I even got a receipt. However my account wasn't closed and I still was charged another month service 2 weeks later.
was it deliberate? Or simply incompetence? I'll let the readers and BBB decideLumos Networks, Inc.
Date: 05/12/2025
Michael, thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you encountered during your recent move and account closure process. Your original satisfaction with our service makes it all the more disappointing that the relocation did not meet the same expectations.
We’ve reviewed your concerns, including the installation challenges, network setup issues, and the confusion around your service disconnection and billing. We recognize this fell short and have already shared your feedback with our retail leadership to prevent similar situations in the future. The experience at our *********** office, in particular, is being addressed internally.
Your account has since been corrected, and you should see no further charges. If there’s anything unresolved or if you’d like to speak with us directly, we encourage you to contact our team at ************ so we can ensure everything is fully resolved.Review fromRick C
Date: 03/24/2025
1 starThe young salesman came to the door and lied through his teeth. He said that the state of North Carolina was mandating that all households with internet would be required to use fiber optical cable. And before installation got costly, he had a deal for me. There’s more but never mind. I give them a big zero.Lumos Networks, Inc.
Date: 03/26/2025
Rick, thank you for your feedback. We regret that there was any confusion or misinformation shared by our salesperson. While we absolutely agree that Fiber is the best internet option available, it is not required by the state of North Carolina. We've addressed this situation with our sales team to help ensure accuracy going forward. We’d love the opportunity to serve you in the future if you’d like to learn more about our products and services. Thank you again for bringing this to our attention.Review fromRobert M
Date: 02/05/2025
1 starTerrible to non-existent customer service by phone or live chat or email.Lumos Networks, Inc.
Date: 02/20/2025
Mr. *****, thank you for your feedback. We are disappointed to hear that you experienced anything but stellar Customer Service. We will use your comments to consider ways to improve. Thank you.Review fromRichard B
Date: 01/06/2025
1 starWe switch to Lumos in 2024 because it was sold as the best and fastest service available. We switch from ******** to Lumos and it was THE worst decision we have made in a very long time. We have problems and glitches everyday and regret ever doing business with this company. When our contract is up with Lumos we are going to back to ********. So aggravating!Lumos Networks, Inc.
Date: 01/08/2025
We appreciate your feedback, Richard, and we’re here to help ensure you can fully enjoy all that Lumos Fiber Internet has to offer. Please contact us at ************ so we can investigate and address your service concerns. Thank you for choosing Lumos and allowing us the opportunity to serve you!Review fromEmily M
Date: 01/03/2025
1 starInstalled on December 27th and the Internet is out today. Took a half hour on the phone with customer service for them to say there is a problem, but they can't tell what it is and are going to escalate to another level technician who will contact me as soon as possible. They also said they will send someone on foot if the next level cannot fix it. However, they are unable to give me any indication as to how long that might be. As I work from home and never had any issues in 2+ years with ********, I am very sorry I switched.Lumos Networks, Inc.
Date: 01/07/2025
Emily, thank you for reaching out to Lumos. We understand how critical a reliable internet connection is and remain committed to resolving any service interruptions promptly. We're glad to see that your service was restored within two hours and hope everything is working smoothly now. If you experience any further issues, please don’t hesitate to contact us—we’re here to help ensure the best possible resolution. Thank you for choosing Lumos. We truly value your business!Review fromJames P
Date: 12/06/2024
1 starThey are garbage. Their equipment is completely substandard. I can't believe I'm paying for this...Lumos Networks, Inc.
Date: 12/09/2024
We are disappointed to hear you are experiencing any service trouble, James. Please know that we are here to help and would like to discuss the concern you have to work toward a solution. One of our Support Agents will be reaching out to you to gather additional information to assist you with your Lumos service. Thank you for the opportunity to work with you on improving your experience!
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