Complaints

This profile includes complaints for North State Communications's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  North State Communications

  111 N. Main St. High Point, NC 27260

• 

  North State Communications

  P.O. Box 2326 High Point, NC 27261

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:04/10/2025

  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.

  On Nov. 8, 2024 Lumos truck drove onto my property and damaged my lawn and the drain under the driveway. The manager of the crew took pictures and told me someone from the company would contact me. This did not occur. I called them on Nov. 12, Nov. 23, and on 3/10/2025 and each time I was told that this would be fixed , but nothing has. I have not fixed by lawn, but the drain pipe is still damaged. on each call i told the customer service person to leave a message on my phone as I travel for a living. As of today, no message and no one has been to our home to help resolve this issue.

  Customer Answer

  Date: 04/20/2025

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 05/05/2025

  Please find attached the response from Lumos for the informal complaint filed by ***** *****.

  Thank you,

• Initial Complaint

  Date:08/06/2024

  Type:Billing 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.

  I will admit I was late on my payment. In Lumos/North State's billing policy it states a late fee of 1.5% will be added for any amount carried over for a month. I was charged a ***** fee for a late fee, now in my math that would be for ****** my bill was *****, if the policy changes they need to advise customers of same, and update terms and conditions.Then when asking fir a supervisor never allowed to speak to one.

  Business Response

  Date: 08/15/2024

  ****************, thank you for taking time to present your feedback on the late fee you were billed. Lumos has entirely waived the late fee for this instance, and the adjustment will appear on the next billing statement as a credit. We appreciate the opportunity to serve you and support your access to affordable and uninterrupted broadband service. Should you require further assistance, please dont hesitate to contact ***** at 855.GO.LUMOS *************) Thank you.

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:06/18/2024

  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 was awakened by *****, the cable company at approximately 7:30 AM yesterday. I had a late night the night before. I heard a terrible screeching sound--Lumos was using a cutting tool to cut a window into the asphalt lip of my driveway. I asked the man doing the work, and he said "Relax"! I said "how am I going to get out of my driveway?" He said "Oh you can get out". But I couldn't as there was not room with a large oak and a pile of dirt at the entrance to my driveway. I was hemmed in my driveway until approximately 3:30 PM (I had needed to do a bank deposit and go for a lunch date). The other non-English speaking apparent illegals were belching loudly after this, throwing plastic bottles on the ground, and turned up Mexican music where none had been playing before. After lunchtime, there was loud rapid-fire Spanish and infighting among the workers in my yard. They broke off the corner of the asphalt panel at the end of the driveway and I was promised it would be repaired no later than close of business today. It is now 5:15 PM and they just threw the repair materials back in their truck after telling me in broken English "Tomorrow--too late today". They have taken over this neighborhood, riding around several illegals to the back of numerous pick-up trucks, doing what they will and, I feel disrespecting the residents in my neighborhood. The repair bags had been sitting in the front of my mailbox since this time yesterday, so why pick them up and take off with them now?

  Customer Answer

  Date: 06/29/2024

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 07/01/2024

  Please find attached the response from ***** for the informal complaint filed by ***************************. Thank you.

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service 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.

  **************** not working properly since date of new installation. Lack of customer service response and technical support

  Business Response

  Date: 04/03/2024

  Please find attached the response from ***** for the informal complaint filed by *********************.

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:01/10/2023

  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 have a complaint against Lumos which is an internet company that bought North State Communications in the Triad area. They came down my street, which is a private road, without permission installing fiber optic cable. This was done between !2/19/22 and 12/24/22. In the process of digging to put the cable down, they damaged my water line. Lumos had hired Superior Utility Underground and GAC Construction to put the cable in. I called Lumos for 4 days trying to get someone out to see the issue. I kept getting that a supervisor would get in contact with me. No one was calling me back, so I had to call a plumber to fix the issue. A plumber fixed the issue and I had to pay the plumber. After 5 days someone from Lumos contacted came out and saw what I had been calling them about. They said they would contact the contractors they had hired and get back with me. Lumos and the contractors came out and denied that they had damaged the water line. They claimed that they had not been on my road but there was evidence that someone had been digging on the street. One person from Lumos had talked to one of the neighbors and said they were burying fiber optic cables. Once the contractors that had been hired by Lumos all denied they had damaged the water line, Lumos individual said they would take care of the charges. The Lumos individual later called me and said after talking to his supervisor, he said Lumos would not take care of the charges. The supervisor wanted pictures, which I feel was a lame excuse. I had a bill from the plumber and my neighbors saw the water running after the contractor had done their digging. I also need to mention that the water had been leaking for up to 4 days, so my water bill is going to be extra high. My major issue here is that Lumos is responsible for any damages that are done by a contractor that they have hired. They should not be able to say that they are not going to pay for those cost.

  Customer Answer

  Date: 01/27/2023

  I have not heard from the business in response to my complaint. They are not responding in a positive way. They still claim no responsibility on their part. They claim there were frozen pipes, but pipes have never frozen. If they had frozen, I would not have been able to get water. The frozen water was on the road from the leak from the damage Lumos had done to the water pipe. I called Lumos on several occasions and could not get anyone to come out. They only came out once I had called a plumber. Again, Brad Hudson said Lumos would take care of the plumbing cost plus water bill cost. Everyone is denying responsibility. This is a mult million-dollar company and they will not take responsibility for a company that they hired.    

  
  

  Business Response

  Date: 01/30/2023

  On December 28, 2022, ****** *** *********** ***, filed an online complaint with Lumos alleging that a contractor employed by Lumos dug on his property and damaged his water line. He wrote, “I am writing to file a claim saying that damage was done to my water line. The line was cut and water has run since 12/24/22. I need someone to contact me and get someone out to fix the line ASAP. There were fiber optic lines being put down for Charter Communications or Lumos. Again please contact me.” The complaint indicated that a contractor, Superior Utility Underground, dug on the property and damaged the water line.

  Anthony ******, a Lumos Manager of OSP Construction, spoke to Mr. ********** via telephone on December 28, 2022, and informed him that no digging or excavation work has been done by Lumos on ***** ***** *****, only “utility locates,” which is where someone will mark the ground with paint to show where utility lines are buried. Utility locates do not require digging.

  Lumos is not responsible for any damages to Mr. **********’s water line. First, company facility records show that no digging or excavation work has been done by Lumos, or any contractor employed by Lumos, on ***** ***** ***** since 2007. Thus, no digging or excavation has been done on ***** ***** ***** in ************ **, by Lumos or any contractor working for the company during the time period that the complainant alleges that the damages to his water line occurred.  Utility companies have underground lines on ***** ***** *****, and the only work that Lumos has done on that road during the period in question was to locate and mark those lines with paint. Lumos has not contracted with either GAC or Superior Utility Underground for the project. Lumos’s contractor is Underground Contractors, Inc.

  Customer Answer

  Date: 02/02/2023

   I am rejecting this response because: Yes, they did not dig on my property, they dug on the property next to my property. My water line runs through the property next to mine. The property owner next to my property spoke to the individuals who were digging on her property, and they told her they were working for Lumos. The individuals digging on her property told her they were working for Lumos to put down fiber optic lines. They keep saying they were not on Black Horse Trail, but I have pictures of them on ***** ***** *****. I have after pictures of the places they dug on ***** ***** *****. They dug on *** ***** ***** ***** which is the property beside my property where they damaged my water line. Again, my water line runs through my neighbor's property and was damaged on her property. They did not have permission to dig on her property. They had no business being on our road without our permission because it is a private road. Lumos does not want to take responsibility for the contractor they hired, and this is shameful. Again, they need to quit saying they have not dug on my street. Again, they dug on my neighbor's property and damaged my water line. Lumos needs to quit denying responsibility for the damage. I should not have to go onto my neighbor's property and video individuals digging on her property, but I will from now on especially if they are working for Lumos / North State Commnications.        
  
  
  

• Initial Complaint

  Date:08/31/2022

  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 pay my bill on a monthly basis, I pay every month, Northstate communications has decided to delete my email address even though this is included with my internet services. I pay for internet including up to 5 email addresses which is included with the internet service, if I had more than the 5 email addresses it charges more per email address. The main problem I have is the company Northstate communications has deleted my email from their server, without notice, without letting me know anything was going to happen. If i pay for a service, its it right for a company to delete my paid subscription.

  Customer Answer

  Date: 09/11/2022

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 09/22/2022

  Broadband customers are provided five (5) free email addresses with an active broadband account. We do not charge for email services. We have process of deactivating email addresses when there has been no activity on the email for an extended period of time. After 90 days of no activity the email account goes into inactive status and an attempt is made to contact the customer to notify them that they need to show they are still using the email address. If there is no response after another 90 days have past the email account is deactivated.

  It my understanding that the customer contacted North State Communications and spoke to the Manager of Product Support who explained to the customer the email account deactivation process. It is also my understanding that email address in now active and functional.