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 frompaul K
Date: 03/22/2024
1 starpaul K
Date: 03/22/2024
If you are thinking of using Lumos, RUN, DO NOT WALK, to any other service provider. For weeks they have negleted to fix a problem with my TVLumos Networks, Inc.
Date: 03/25/2024
Paul, we apologize for the inconvenient service trouble you have experienced with your TV. In reviewing your account, we notice that most of the problems occurred before you changed over to our Streaming platform. After the change, our Engineers did identify and correct a system issue. If you are still experiencing problems, please contact us so that we can investigate into the trouble. As always, thank you for your feedback as it helps us to improve. Thank you.Review fromHelen K
Date: 12/12/2023
5 starsHelen K
Date: 12/12/2023
We had Lumos fiber optic Wi-Fi connected yesterday (12/11/23), and it works GREAT! I especially want to praise the installer, Chris. He was here for hours because of the complicated layout of our house making access difficult. Chris was extremely pleasant, very knowledgeable and informative. We are seniors and not very tech savvy so he made it easy for us to understand. Helen ****** ******* **Lumos Networks, Inc.
Date: 12/13/2023
Helen, we are so happy to hear that your service is working great! Thank you for taking time to recognize Chris for being pleasant, knowledgeable, and informative. We are happy to have you as a Lumos customer!Review fromAmanda G
Date: 11/17/2023
5 starsAmanda G
Date: 11/17/2023
It's AWSOME thanks for coming to our area!!! We are so satisfied with everything! The sales person explained everything and we can't be any happierLumos Networks, Inc.
Date: 11/20/2023
Amanda, we are overjoyed that you are happy with the Sale and Service! Thank you for choosing Lumos!Review fromGeorge F
Date: 11/17/2023
5 starsGeorge F
Date: 11/17/2023
The guy that came to my house was so nice and the service is excellent. I have never experienced internet this fast or reliable so its a completely new and mind blowing experience to me. I love lumos!!!Lumos Networks, Inc.
Date: 11/20/2023
George, we're thrilled that you had a great experience with our installation technician and we're so glad you are enjoying fast, reliable internet. Thank you for taking time to share your review!Review fromWhitney K
Date: 11/17/2023
5 starsWhitney K
Date: 11/17/2023
Lumos has been the best fiber optic company I’ve ever had. Install went great, agents were wonderful and left me fully advised of every detail of my plan. The fiber optic network is so fast and reliable. Definitely recommend Lumos over ******* and *********.Lumos Networks, Inc.
Date: 11/20/2023
Aurora, thank you for the recommendation and excellent rating. We're so glad you selected Lumos as your Fiber carrier. We look forward to working with you for many years to come!Review fromFranklin M
Date: 11/07/2023
1 starFranklin M
Date: 11/07/2023
Recently installed. waited 2 days on a tech to show up. service lasted 8 days before it failed. called for support. no return support ever called . canceled service. removed equip. and reinstalled existing self owned equipment. Contacted ********. Matched lumos speed and provided cable TV for less price than I was paying for lumos and *** **** **. contacted lumos and requested a prepaid shipping return label 24 hours ago. they said I would get it within the next 24 hours. another LIE. recieve an invoice from lumos today that was very much larger than the contract agreement price. still no email return address. I believe this bunch of idiots actually do not know how to create an email. BEWARE 27316Lumos Networks, Inc.
Date: 11/20/2023
Franklin, We regret to see that you had a disappointing experience, resulting in the decision to disconnect your service. Please be assured that your shipping label was created the following day from cancellation. Should you need us to send it again, please contact us directly. Thank you for your feedback.Review fromNydia S
Date: 10/17/2023
2 starsNydia S
Date: 10/17/2023
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 starDwayne W
Date: 10/11/2023
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 starBruce s
Date: 06/01/2023
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 starCelina L
Date: 05/19/2023
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
Lumos Networks, Inc. is NOT a BBB Accredited Business.
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