Reviews

Review Details

• Review fromNydia S

  Date: 10/17/2023

  2 stars
  Do not trust Lumos, I requested service and when they came to do the installation, which in their offer is FREE, we asked that it be under the ground not above ground and the installer told us that he would charge us $100, plus I must wait 2 more weeks for The service will be completed and you will be able to have service.

  Lumos Networks, Inc.

  Date: 10/23/2023

  Nydia ******** service location is served by a complete aerial system. Free installation applies to the structure of the current service area. When special requests are made, such as Nydia ******** request to change from aerial to underground, a charge may be applied for those additional services/installation configurations to be applied. In this case, the aerial service would have been a free installation, as it would have used existing service paths. The underground service path would require additional equipment, additional manpower, and additional time to complete. Therefore, a $100 installation fee applies in this instance and the installation timeframe is pushed back for planning and execution. We apologize for any inconvenience that has occurred and we hope and trust the above response has satisfactorily resolved the matter. We thank you for your feedback and please do not hesitate to contact us at ************ if you have any additional questions or concerns.

• Review fromDwayne W

  Date: 10/11/2023

  1 star
  Lumos is garbage. Their equipment is cheap crap that fails, without fail. Their services are less than mediocre and cost way more than what they are worth. Their customer service is crap. Their cheap TV box died 2 months ago, called Cust. serv. NEVER got a call back and issue remains unresolved. We got them installed in May and by June I was already having to unplug/replug/reset the router twice a week. As of September I am having to reset the router MULTIPLE times a day and devices in the house can not maintain a consistent, reliable Wi-Fi connection which is causing us to use more cellular data, which risks extra charges for them. Also, as of the beginning of September their TV box stopped talking to their router and does not work. I called customer service and was told that shouldn't be happening and that iI must have done something to cause it. I was also told that someone would get back in touch with me and that never happened.The issue remains unresolved. Also Lumos' router has permanently disabled (and possibly damaged) my Ring doorbell. We will NEVER allow anything related to Lumos into our house ago. If I could leave less than a 1cstarcratingvI would. This company has no business existing. I am returning their equipment and cancelling their services in a few hours and am VERY excited to do so.

  Lumos Networks, Inc.

  Date: 11/09/2023

  Dwayne, thank you for taking time to share a detailed review about your recent experience with Lumos. We regret to see that you had disappointing service, resulting in the loss of your patronage. Please be assured that your comments will be used to improve our processes and service in the future. Thank you for your honest feedback.

• Review fromBruce s

  Date: 06/01/2023

  1 star
  Lumos Internet is a joke. ********** was GREAT. Since Lumos has bought ********** is has gone down hill. Poor customer service, poor internet, poor service techs, and I can go on and on. This is really disappointing. I almost rather go back to ********.

  Lumos Networks, Inc.

  Date: 07/21/2023

  The customer has been contacted and the issue has been resolved. Thank you.

• Review fromCelina L

  Date: 05/19/2023

  1 star
  My experience with Lumos pushed me to change my internet provider. In March 2023, I had set up for a direct debit for my bill which was done on a day not expected and my fault due to an oversight. I called that very same day and CANCELLED the direct payment. I then went online and paid the bill since the payment had been returned. Fast forward to the end of March when I get a call that the bill hadn't been paid. I connect to customer service and am informed that a payment hadn't been made. I explained what happened and then was told by the gentleman that I was lying about making the payment. At which point, I again told what I had happened and was told oh well the system must have kicked the payment out, you still owe this money. I call back after securing new internet services and asked to cancel my service. I am informed that once the box is returned the services will be canceled. The box is turned in within two days. Early April, my account was debited for almost 3 times the original amount for the service, without my permission, without my knowledge. Again, I called trying to get something done as I need the money returned immediately. After 3 phones calls, I get absolutely nowhere and am out that money. I do receive a call back from a lady in accounting over why my account was showing that I hadn't made a payment on it since December 2022 a week later. At this point, I am so done with them they can figure out their own mess. Fast forward to the end of April/first of May, I get my last bill and there is a credit on it. I call to inquire as to when I can expect to receive that money and I am told "Well that's not your final bill, you'll actually get another bill before reimbursement. " So you're telling me that it will be 3 months before I get my money back? To which I am told that's company policy. Long story short, I never got a call back or my money back and it has now been three weeks. Unless you want added headache and stress, just stay away from them.

  Lumos Networks, Inc.

  Date: 07/13/2023

  05/22/23 Email received from BBB by Lumos regarding customer review.
  “My experience with Lumos pushed me to change my internet provider. In March 2023, I had set up for a direct debit for my bill which was done on a day not expected and my fault due to an oversight. I called that very same day and CANCELLED the direct payment. I then went online and paid the bill since the payment had been returned. Fast forward to the end of March when I get a call that the bill hadn't been paid. I connect to customer service and am informed that a payment hadn't been made. I explained what happened and then was told by the gentleman that I was lying about making the payment. At which point, I again told what I had happened and was told oh well the system must have kicked the payment out, you still owe this money. I call back after securing new internet services and asked to cancel my service. I am informed that once the box is returned the services will be canceled. The box is turned in within two days. Early April, my account was debited for almost 3 times the original amount for the service, without my permission, without my knowledge. Again, I called trying to get something done as I need the money returned immediately. After 3 phones calls, I get absolutely nowhere and am out that money. I do receive a call back from a lady in accounting over why my account was showing that I hadn't made a payment on it since December 2022 a week later. At this point, I am so done with them they can figure out their own mess. Fast forward to the end of April/first of May, I get my last bill and there is a credit on it. I call to inquire as to when I can expect to receive that money and I am told "Well that's not your final bill, you'll actually get another bill before reimbursement. " So you're telling me that it will be 3 months before I get my money back? To which I am told that's company policy. Long story short, I never got a call back or my money back and it has now been three weeks. Unless you want added headache and stress, just stay away from them"
  Lumos Research and Resolution:
  2/26/2023 Customer bill generated on 2/26/2023.
  3/06/2023 Automatic bank draft was issued for the total amount of bill.
  3/07/2023 Customer called to check the date of her auto payment. Customer was advised that the auto payments occur on the sixth of each month.
  3/09/2023 Per the account, total payment was returned. The bank draft failed.
  3/22/2023 Customer called to inquire about past due invoice. Customer was informed that the back draft on March 6, 2023 failed. The customer was encouraged to contact their bank to ask why the payment had been returned. Customer stated they would manually pay the invoice.
  3/26/2023 The May bill statement was generated which included the past due amount of the February invoice, the current month invoice amount, a return payment charge, and a late payment charge.
  3/27/2023 The customer returned the Lumos equipment and requested that Lumos disconnect the account. Per the customer’s request, the account was closed.
  4/06/2023 Bank account on file drafted for the invoice full amount due.
  4/26/2023 The April bill statement was generated showing a credit amount due of ($53.90).
  4/26/2023 The customer contacted Lumos regarding the refund of the ($53.90). The customer was informed that there was ninety-day wait period for the final refund check to be issued. The customer requested the issue be escalated.
  5/25/2023 A refund check in the amount of $53.90 was mailed to the customer.
  We apologize for any frustration the customer may have experienced, but we trust the above response and action has satisfactorily resolved the matter.
  Regards,
  *** ******** Manager, External Affairs

• Review fromBrian A

  Date: 05/08/2023

  1 star
  COMPLETELY UNACCEPTABLE TO ABANDONE YOUR CLIENTS.
  Lumos has 5mbps DSL going to 32 homes on a dead end 1/2 mile road. All utilities are underground for safety from the trees (which eliminates weather related maintenance costs). We have been ignored for any sort of broadband upgrades for the past 3 years I have been trying. At one point they looked like they were going to do something, and then poof, gone. They are now offering FiberOptic Internet to their NEW clients (or, easy to access clients) for $50 dollars a month and continue to charge $58 for their ancient DSL. The homes on our lane have paid collectively more the $160,000 for DSL in the 8.5 years we've lived here. Yet we get the "we cant because of the cost" line. They can, they're just too cheap. They are too cheap to take care of their existing customers and we feel abandonded. If you can, avoid Lumos with all your might. Had I known it was going to be like this with no upgrades, ever, I wouldnt have purchased a home here.