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Business Profile

Fiber Optics

Lumos Networks, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fiber Optics.

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/06/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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:
    Resolved
    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:
    Answered
    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. ******.

Lumos Networks, Inc. is NOT a BBB Accredited Business.

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