Business Profile
Fiber Optics
Lumos Networks, Inc.This business is NOT BBB Accredited.
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Reviews
Customer Review Ratings
1.91/5 stars
Average of 22 Customer Reviews
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Review fromMichael R
Date: 05/03/2025
1 starMichael R
Date: 05/03/2025
I 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 starRick C
Date: 03/24/2025
The 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 starRobert M
Date: 02/05/2025
Terrible 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 starRichard B
Date: 01/06/2025
We 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 starEmily M
Date: 01/03/2025
Installed 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 starJames P
Date: 12/06/2024
They 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!Review fromEllen M
Date: 11/25/2024
4 starsEllen M
Date: 11/25/2024
I have had this svc for nearly a yr. Excellent! Faster, lower cost & MUCH more reliable than my prev provider. ALL employees have been helpful, pleasant & respectful. All businesses should have their reps trained by whoever trained these folks. Billing issues have been a problem. 1. Installation fee only for lowest speed. Expressed concern re indirect discrimination against those with the least purchasing power & trying to justify it-an effect of "incentive" pricing. Contacted by another rep & that fee was waived. 2. Told that my svc was a reg. price & not a promotional. 1st stmt. listed it as a promotional & indicated that the price would be increased shortly. Sales rep checked that the price would not be incr. during the yr. 3. Fee for paper stmts increased by $1 with no notice. I could avoid the fee by going online. Set up cc as an auto payment. Later my cc info changed but something happened with entering the info & cc wasn't debited. Rec'd an overdue notice. IT person said that the lack of that email verifying paymt indicated the bill wasn't pd. Told that I should have known. I suggested some notification of this be added. That issue was fixed. 4. Cc debited $4 more than amt due on stmt. Per the rep, convenience fee for use of cc began. Told they would have sent a sep. email which I didn't get. I had overlooked a notice at the end of my online stmt. No $4 fee was listed on stmt though. Re. legalities in my state, conv fees allowed, service fees for cc's not. Conv fee approx $2 more than cc svc chge. By law, fee supposed to be on stmt. Credit for $4 was given. I have auth bank draft but having unexpected amts coming directly out of bank acct. is worrisome. With a cc I can delay payment until a dispute is resolved.Lumos Networks, Inc.
Date: 12/09/2024
Ellen, we are thrilled to hear that you are enjoying faster, affordable, and reliable Fiber Optic Internet with Lumos! It’s good to hear that our agents are providing an excellent customer service experience. We are here to help with your billing concerns, as we want you to fully understand your billing account and be confident in the options that we have available. It appears you have already talked with our representatives, but should you have an additional inquiry, please don’t hesitate to contact Lumos at ************. We thank you for your continued business!Review fromEssence L
Date: 11/19/2024
1 starEssence L
Date: 11/19/2024
The worst company i have ever worked with. I had 2 business internet accounts with this company and I paid my bill of 400$ for the restaurant which they told me was all i had to pay and they cut off my club internet and now telling me they cut off my restaurant internet just because and now there telling me i have to pay both in order to cut on both which i just paid a week ago. They was rude and i tried to work with them but they really rudeLumos Networks, Inc.
Date: 11/21/2024
Essence, thank you for taking the time to share your feedback. We are sorry to hear about your experience and understand how frustrating this situation must be. Your comments will be shared with our leadership team to help us identify areas where we can improve. We’d also like the opportunity to address your concerns directly. Please don’t hesitate to reach out to our team and request to speak with a supervisor who can assist you further. We value your business and hope to resolve this matter to your satisfaction.Review fromDaniel B
Date: 10/23/2024
1 starDaniel B
Date: 10/23/2024
Pretty shady to situate yourself as the local monopoly on fiber optic internet then “allow” yourself 24 hours to reinstate service after a single missed payment is rectified.Lumos Networks, Inc.
Date: 10/25/2024
Daniel, we understand how important a reliable internet connection is to you. Once your payment was verified, our reconnection process was initiated, which can take up to 24 hours to complete. We’re pleased to confirm that your internet service was restored early on the morning of October 24. If you need any further assistance or help ensuring your service is functioning properly, please don’t hesitate to contact us at ************. Thank you for being a Lumos customer.Review fromJason C
Date: 09/15/2024
1 starJason C
Date: 09/15/2024
This company skirts around ethical behavior by vaguely letting towns and cities know what their objectives are. In ***** ******** specifically in the midlands region, they have cause chaos through their unprofessional installation practices and arrogant business practices. They are a nuisance to the community. They cut power lines , dig on private property, cut water lines and have no plan for remediation. They hire mostly illegal immigrants to do the hard labor for low wages. Their managers treat them terribly by verbally abusing them and over working them. This company is awful and unethical.Lumos Networks, Inc.
Date: 09/25/2024
Jason, we appreciate your feedback. Lumos wants to assure you that we’re dedicated to upholding the highest ethical standards in all of our operations. For example, we ensure that all necessary permits are obtained before beginning any construction, and we work within the designated easements and rights of way to minimize disruption to the community. We also make every effort to restore any impacted property to its original or better condition. In addition, Lumos is fully committed to compliance with all labor laws and regulations. If you have a specific concern that you would like to discuss, we encourage you to contact us directly at ************. We’re here to listen and work toward a resolution.
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