RE: [redacted] ***,Revdex.com of Western Virginia-Complaint ID [redacted] , Account Number [redacted] , Telephone Number [redacted] This letter is in response to the Revdex.com of Western Virginia Informal Complaint received via email on November 4, filed by [redacted] ***.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 Networks, and [redacted] ***Lumos Networks: [redacted] , Quality Assurance Administrator [redacted] Inquiry :11/04/Lumos Networks received correspondence from the Revdex.com of Western Virginia for an informal complaint filed by [redacted] *** Ms [redacted] was concerned with service issues she had experienced with her Video service Research and Resolution:10/24/ [redacted] reported the Whole Home DVR was only working on the DVR set top box and not the other set top boxes at the location Upon rebooting the system, which is typical troubleshooting process, the service did not fully restore The trouble ticket was sent to Engineering for investigation.10/25/ [redacted] advised the DVR acted as if it were recording but no recordings were saved She indicated the television was freezing as before She requested an update.10/26/Mr [redacted] indicated all services were down Ms [redacted] indicated her availability during the following two mornings and requested ***, Lumos Networks, as the dispatched technician Mr [redacted] indicated he had rebooted the equipment several times to no avail He indicated a relative had been converted to the updated equipment and it resolved their trouble A request was sent to convert the service.10/27/An order was created for conversion of the equipment A conversion date of 11/04/was established and a voicemail was left to advise of the date.10/28/Mr [redacted] indicated he was not satisfied with the scheduled date and requested an adjustment of the bill for services he hadn’t received The schedule date was moved to 11/02/and approved by Mr***.11/02/Conversion technician ***, Lumos Network, indicated the conversion would take additional work and manpower The conversion couldn’t be completed on 11/02/and the additional work would need to be rescheduled.11/04/***, Lumos Networks, requested a trouble ticket on behalf of [redacted] as her service experienced trouble He indicated after the conversion to updated equipment, Ms***’s internet went completely down and Ms [redacted] had to reboot numerous times [redacted] dispatched to the customer’s home and identified the conversion had not been completed yet, and was the cause of the issues Ms [redacted] had experienced The conversion completion was scheduled for 11/09/and confirmed with Mr***.11/09/The conversion to new equipment was completed.11/14/A credit of $was issued to the account for the inconvenience the service trouble caused
Good morning,The disputed $Early Termination fee request was reviewed by the Lumos Networks Executive team in September and was deniedUpon receiving the complaint from the Revdex.com, the request was taken before the Executive team again, but it was decided that the decision made previously
would not changeA message was left for Mr*** on 10/5/1Thank you
Good morning,I have attached a timeline regarding the complaint filed on behalf of *** ** ***. Mrs*** DVR has been replaced and a credit of $has been issued to the account for the service issuesIf you have any questions, please let us know.Thank you,*** ***
Good morning, Lumos Networks has ordered a card replacement to fix the issue with *** *** *** *** and a tentative resolution is by the end of this week. A $credit was issued yesterdayWe will be looking at additional credit once resolution has been reached.
Thank you,*** ***
Good morning,This complaint has been resolvedOn April 13th, a vendor for Lumos Networks posted duplicate payments to several customersThe duplicate payments came out of the customer's accounts, but did not post in our billing systemThe Lumos Networks Manager of Payment Services was working
with the vendor to get the duplicate payments reversedMr*** has been taken care ofThank you,Lumos Networks Quality Solutions
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,
*** ***
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,
*** ***
Good morning,Lumos Networks removed the $charge that was added previouslyGoing forward, the billing statement for the customer will be correctWe regret that the billing error occurred.Thank you,Quality Support
Good morning,I have attached a response regarding the complaint filed n behalf of *** ***If you have any questions, please let us know.Thank you,Lumos Networks Quality Solutions
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. I am understanding their resolution is to remove the $from this bill and moving forward I should be billed a monthly billing
Regards,
*** ***
Good afternoon,I have reviewed the complaint and apologize that this was not handled when Mrs*** called initiallyI checked the account and found the Call Forwarding has been removed with the effective date of 5/17/Mrs*** will see a credit on her next statement for the Call
Forwarding feature in the amount of $Thank you,*** Quality Administrator
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
RE: [redacted],Informal Complaint – ID [redacted],Account Number [redacted]This letter is in response to the Revdex.comInformal Complaint received via email on 1/18/2016 filed by [redacted].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 ofLumos Networks, and [redacted]. Lumos Networks:[redacted], Quality Assurance Administrator [redacted] Inquiry :1/18/16 Lumos Networks received an informal inquiry on behalf of [redacted]. Mr. [redacted] was concerned with service trouble he had experienced with his internet and Video service.Research and Resolution:5/28/15 [redacted] reported trouble with his Video remotes. He indicated one of his remotes controlled the volume and the channels but would not control the TV. He requested another remote dropped off since he had two remotes but three televisions. 5/29/15 A Lumos Networks service technician was dispatched. He programmed the existing remote and provided a new remote for Mr. [redacted].6/02/15 Mr. [redacted] reported connection issues with his internet. He indicated he would like to install a Lumos Networks router if his personal router was found to be causing the issues. Mr. [redacted] indicated he was unable to get all of his devices connected to his router. A representative suggested Mr. [redacted] look into the router or the devices having the problem. Mr. [redacted] indicated he would rather setup a router with Lumos Networks. He was transferred to Sales. An order was placed for the router installation.6/04/15 A Lumos Networks router was installed.6/05/15 Mr. [redacted] reported slow speeds on his internet. 6/06/15 The ONT was rebooted from the office.6/08/15 A service technician was dispatched. The technician moved the router to a new location in the residence to see if the reception improved.6/09/15 Mr. [redacted] indicated he was still experiencing slow speeds.6/10/15 Mr. [redacted]’s trouble was escalated to [redacted], Lumos Networks. [redacted] indicated to Mr. [redacted] Lumos Networks would need to make a visit to the home to isolate the trouble. Mr. [redacted] requested an 11:00 AM visit on 6/11/15.6/11/15 A service technician was dispatched. The technician identified the issue to be with the wireless connection and/or laptop. The router was replaced. No issues were found with the ONT equipment.6/12/15 The service supervisor indicated he would dispatch an additional technician to Mr. [redacted]’s home to further investigate the wireless connection. Mr. [redacted] was advised of the visit and indicated he was available after 10:30 AM. The technician made some changes to the settings on the wireless router. He moved the router to a centralized location in the home. He ran speed tests after the changes and received good speeds from all devices Mr. [redacted] was using with the internet.7/08/15 Mr. [redacted] reported slow speeds. 7/09/15 The ONT was rebooted from the office. Mr. [redacted] verified the service was restored.9/07/15 Mr. [redacted] reported his computer having a difficult time finding two wireless printers at his location. 9/08/15 A technician talked with Mr. [redacted] who indicated the trouble was intermittent and also reported freezing with his Video. The technician felt a SmartRG (new equipment) would improve the service. The ticket was staged for dispatch.9/09/15 A service technician was dispatched. A SmartRG was installed. Once the SmartRG was in place, one set top box at the customer’s home would not load. Engineering indicated 12 mac addresses were attempting to pull an IPV6 IP. Engineering blocked the IPV6 and service restored.9/21/15 Mr. [redacted] reported internet and Video were out of service. Mr. [redacted]’s trouble was identified and associated with a global network problem. Mr. [redacted] updated that his internet restored and two of his three televisions were working. Power cycling did not restored the third TV. When Mr. [redacted] called again, all three TV’s were restored but the internet was down. 9/22/15 It was identified that the IP server had too many requests and could not keep up. Engineering rolled the SIP over to a new server and indicated customers services should restore. Mr. [redacted] reported his service was still down. After rebooting the equipment the service restored. Mr. [redacted] then called and indicated his internet had went down again. The equipment was rebooted and the service restored. Mr. [redacted] requested an adjustment for his service troubles. Mr. [redacted] reported later in the evening the internet was down.9/23/15 The ticket was staged for dispatch. Mr. [redacted] was advised of the pending dispatch. The technician arrived to find the service was working as it should and indicated the trouble was part of the outage.10/05/15 Mr. [redacted] reported his internet was down and his router displayed an alarm light. He requested a dispatch the same day. Mr. [redacted] called for a status and indicated he was under the impression a technician would be dispatched before noon. He indicated the trouble was intermittent. The ticket was staged for dispatch and Mr. [redacted] was advised dispatch would not take place until 10/06/15.10/06/15 A service technician was dispatched. He bypassed the SmartRG, plugging everything directly into the switch. Service restored. The ticket was placed on hold to verify trouble had cleared.11/04/15 An adjustment of $34.95 was issued for internet trouble.1/17/16 Mr. [redacted] reported his internet and Video were down. Engineering indicated there were alarms on the equipment at the office. A technician was dispatched to the office to investigate. Mr. [redacted] was advised. A trouble case was opened with Lumos Networks’ vendor. Mr. [redacted] requested a supervisor. He expressed his frustration that a local technician was not dispatched to his location. The supervisor explained the trouble appeared to be a network issue, affecting more than his service and should be corrected in the office without the need for a technician dispatched to his home. During the conversation all services, but one set top box, restored. Mr. [redacted] was asked to reboot the set top box but refused and indicated he wanted a technician dispatched to his home. Mr. [redacted] then reported all set top boxes were frozen and his internet wasn’t connecting. A card was replaced in the equipment and the shelf stabilized. 1/18/16 Mr. [redacted] requested an update. A message was left for Mr. [redacted] to verify details of the issue he experienced and hours of availability. Mr. [redacted] indicated he experienced freezing and no internet service. He was advised the trouble was being investigated and he would be updated as soon as the problem was resolved. Mr. [redacted] was advised the trouble was escalated to the equipment vendor. A message was left for Mr. [redacted] when the outage appeared to be resolved. Mr. [redacted] called back to report his Video was up but the internet was still down. He was advised to reboot the router and once he did so the Video froze then restored. The ticket was staged for dispatch. The ONT and SmartRG was rebooted at the customer’s premise. The router was moved to the customer’s laundry room to eliminate a problem switch. Service restored. 1/20/16[redacted] , Lumos Networks, called Mr. [redacted] to verify service. Mr. [redacted] reported the only issue he saw was freezing on the Video for 5 to 10 seconds. [redacted] advised maintenance was performed on the system overnight that should have resolved the freezing. Mr. [redacted] indicated he left his home early in the AM and would advise of further issues via [redacted].1/21/16 Mr. [redacted] messaged via [redacted] that he was experiencing freezing. [redacted] contacted Mr. [redacted] who indicated the freezing was not as long, occurring 2-3 seconds on all set top boxes at random times and random channels. Engineering made some adjustments in the office and called to advise Mr. [redacted]. They received no answer. [redacted] contacted Mr. [redacted] who indicated he had been unable to watch TV since the early morning. He indicated he would monitor the service and contact Lumos Networks if he experienced any issues.1/26/16 An adjustment of $17.09 was issued for five days without service from 1/17/16 to date of restoration, 1/21/16. Lumos Networks will continue to work diligently with Mr. [redacted] should any trouble issues arise in the future.
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will wait for the business to perform this action and, if it does, will consider this complaint resolved as far as the refund is concerned.I would however point out that the account was closed the first part of November and 90 days would have meant that my refund should have been issued around February 5th. It is now over 45 days past that date. When I called the first time to check on it, I was told that it would be mailed out then and clearly it was not. If in fact it has been mailed out by now, it appears that the only reason that it was is that I complained to the Revdex.com. I've spent a good deal of time trying to track down my refund and am convinced that if I did not take action with the Revdex.com that Lumos would still be holding my money. This is poor customer service-- but I guess they have everything to gain by hoping people will forget about their refunds. I will advise everyone I know to watch out for this business practice. I have a very strong feeling they would not have waited close to 5 months for me to pay my bill, but would have taken strong measures to get their money. It's a shame they do not hold to the same standard with dealing with money owed to their customers. I would recommend that when a customer calls more than once to check on a refund that they make sure the "ball isn't dropped."
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 but will contact LUMOS when problems once again return.
Regards,
[redacted]
RE: [redacted],Revdex.com of Western Virginia-Complaint ID [redacted], Account Number [redacted], Telephone Number [redacted]. This letter is in response to the Revdex.com of Western Virginia Informal Complaint received via email on November 4, 2016 filed by [redacted].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 Networks, and [redacted]. Lumos Networks:[redacted], Quality Assurance Administrator [redacted] Inquiry :11/04/16 Lumos Networks received correspondence from the Revdex.com of Western Virginia for an informal complaint filed by [redacted]. Ms. [redacted] was concerned with service issues she had experienced with her Video service. Research and Resolution:10/24/16 [redacted] reported the Whole Home DVR was only working on the DVR set top box and not the other set top boxes at the location. Upon rebooting the system, which is typical troubleshooting process, the service did not fully restore. The trouble ticket was sent to Engineering for investigation.10/25/16 [redacted] advised the DVR acted as if it were recording but no recordings were saved. She indicated the television was freezing as before. She requested an update.10/26/16 Mr. [redacted] indicated all services were down. Ms. [redacted] indicated her availability during the following two mornings and requested [redacted], Lumos Networks, as the dispatched technician. Mr. [redacted] indicated he had rebooted the equipment several times to no avail. He indicated a relative had been converted to the updated equipment and it resolved their trouble. A request was sent to convert the service.10/27/16 An order was created for conversion of the equipment. A conversion date of 11/04/16 was established and a voicemail was left to advise of the date.10/28/16 Mr. [redacted] indicated he was not satisfied with the scheduled date and requested an adjustment of the bill for services he hadn’t received. The schedule date was moved to 11/02/16 and approved by Mr. [redacted].11/02/16 Conversion technician [redacted], Lumos Network, indicated the conversion would take additional work and manpower. The conversion couldn’t be completed on 11/02/16 and the additional work would need to be rescheduled.11/04/16 [redacted], Lumos Networks, requested a trouble ticket on behalf of [redacted] as her service experienced trouble. He indicated after the conversion to updated equipment, Ms. [redacted]’s internet went completely down and Ms. [redacted] had to reboot numerous times. [redacted] dispatched to the customer’s home and identified the conversion had not been completed yet, and was the cause of the issues Ms. [redacted] had experienced. The conversion completion was scheduled for 11/09/16 and confirmed with Mr. [redacted].11/09/16 The conversion to new equipment was completed.11/14/16 A credit of $45.00 was issued to the account for the inconvenience the service trouble caused.
RE: [redacted] ***,Revdex.com of Western Virginia-Complaint ID [redacted] , Account Number [redacted] , Telephone Number [redacted] This letter is in response to the Revdex.com of Western Virginia Informal Complaint received via email on November 4, filed by [redacted] ***.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 Networks, and [redacted] ***Lumos Networks: [redacted] , Quality Assurance Administrator [redacted] Inquiry :11/04/Lumos Networks received correspondence from the Revdex.com of Western Virginia for an informal complaint filed by [redacted] *** Ms [redacted] was concerned with service issues she had experienced with her Video service Research and Resolution:10/24/ [redacted] reported the Whole Home DVR was only working on the DVR set top box and not the other set top boxes at the location Upon rebooting the system, which is typical troubleshooting process, the service did not fully restore The trouble ticket was sent to Engineering for investigation.10/25/ [redacted] advised the DVR acted as if it were recording but no recordings were saved She indicated the television was freezing as before She requested an update.10/26/Mr [redacted] indicated all services were down Ms [redacted] indicated her availability during the following two mornings and requested ***, Lumos Networks, as the dispatched technician Mr [redacted] indicated he had rebooted the equipment several times to no avail He indicated a relative had been converted to the updated equipment and it resolved their trouble A request was sent to convert the service.10/27/An order was created for conversion of the equipment A conversion date of 11/04/was established and a voicemail was left to advise of the date.10/28/Mr [redacted] indicated he was not satisfied with the scheduled date and requested an adjustment of the bill for services he hadn’t received The schedule date was moved to 11/02/and approved by Mr***.11/02/Conversion technician ***, Lumos Network, indicated the conversion would take additional work and manpower The conversion couldn’t be completed on 11/02/and the additional work would need to be rescheduled.11/04/***, Lumos Networks, requested a trouble ticket on behalf of [redacted] as her service experienced trouble He indicated after the conversion to updated equipment, Ms***’s internet went completely down and Ms [redacted] had to reboot numerous times [redacted] dispatched to the customer’s home and identified the conversion had not been completed yet, and was the cause of the issues Ms [redacted] had experienced The conversion completion was scheduled for 11/09/and confirmed with Mr***.11/09/The conversion to new equipment was completed.11/14/A credit of $was issued to the account for the inconvenience the service trouble caused
Good morning,The disputed $Early Termination fee request was reviewed by the Lumos Networks Executive team in September and was deniedUpon receiving the complaint from the Revdex.com, the request was taken before the Executive team again, but it was decided that the decision made previously
would not changeA message was left for Mr*** on 10/5/1Thank you
Good morning,I have attached a timeline regarding the complaint filed on behalf of *** ** ***. Mrs*** DVR has been replaced and a credit of $has been issued to the account for the service issuesIf you have any questions, please let us know.Thank you,*** ***
Good morning, Lumos Networks has ordered a card replacement to fix the issue with *** *** *** *** and a tentative resolution is by the end of this week. A $credit was issued yesterdayWe will be looking at additional credit once resolution has been reached.
Thank you,*** ***
Good morning,This complaint has been resolvedOn April 13th, a vendor for Lumos Networks posted duplicate payments to several customersThe duplicate payments came out of the customer's accounts, but did not post in our billing systemThe Lumos Networks Manager of Payment Services was working
with the vendor to get the duplicate payments reversedMr*** has been taken care ofThank you,Lumos Networks Quality Solutions
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,
*** ***
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,
*** ***
Good morning,Lumos Networks removed the $charge that was added previouslyGoing forward, the billing statement for the customer will be correctWe regret that the billing error occurred.Thank you,Quality Support
Good morning,I have attached a response regarding the complaint filed n behalf of *** ***If you have any questions, please let us know.Thank you,Lumos Networks Quality Solutions
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. I am understanding their resolution is to remove the $from this bill and moving forward I should be billed a monthly billing
Regards,
*** ***
Good afternoon,I have reviewed the complaint and apologize that this was not handled when Mrs*** called initiallyI checked the account and found the Call Forwarding has been removed with the effective date of 5/17/Mrs*** will see a credit on her next statement for the Call
Forwarding feature in the amount of $Thank you,*** Quality Administrator
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
RE: [redacted],Informal Complaint – ID [redacted],Account Number [redacted]This letter is in response to the Revdex.comInformal Complaint received via email on 1/18/2016 filed by [redacted].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 ofLumos Networks, and [redacted]. Lumos Networks:[redacted], Quality Assurance Administrator [redacted] Inquiry :1/18/16 Lumos Networks received an informal inquiry on behalf of [redacted]. Mr. [redacted] was concerned with service trouble he had experienced with his internet and Video service.Research and Resolution:5/28/15 [redacted] reported trouble with his Video remotes. He indicated one of his remotes controlled the volume and the channels but would not control the TV. He requested another remote dropped off since he had two remotes but three televisions. 5/29/15 A Lumos Networks service technician was dispatched. He programmed the existing remote and provided a new remote for Mr. [redacted].6/02/15 Mr. [redacted] reported connection issues with his internet. He indicated he would like to install a Lumos Networks router if his personal router was found to be causing the issues. Mr. [redacted] indicated he was unable to get all of his devices connected to his router. A representative suggested Mr. [redacted] look into the router or the devices having the problem. Mr. [redacted] indicated he would rather setup a router with Lumos Networks. He was transferred to Sales. An order was placed for the router installation.6/04/15 A Lumos Networks router was installed.6/05/15 Mr. [redacted] reported slow speeds on his internet. 6/06/15 The ONT was rebooted from the office.6/08/15 A service technician was dispatched. The technician moved the router to a new location in the residence to see if the reception improved.6/09/15 Mr. [redacted] indicated he was still experiencing slow speeds.6/10/15 Mr. [redacted]’s trouble was escalated to [redacted], Lumos Networks. [redacted] indicated to Mr. [redacted] Lumos Networks would need to make a visit to the home to isolate the trouble. Mr. [redacted] requested an 11:00 AM visit on 6/11/15.6/11/15 A service technician was dispatched. The technician identified the issue to be with the wireless connection and/or laptop. The router was replaced. No issues were found with the ONT equipment.6/12/15 The service supervisor indicated he would dispatch an additional technician to Mr. [redacted]’s home to further investigate the wireless connection. Mr. [redacted] was advised of the visit and indicated he was available after 10:30 AM. The technician made some changes to the settings on the wireless router. He moved the router to a centralized location in the home. He ran speed tests after the changes and received good speeds from all devices Mr. [redacted] was using with the internet.7/08/15 Mr. [redacted] reported slow speeds. 7/09/15 The ONT was rebooted from the office. Mr. [redacted] verified the service was restored.9/07/15 Mr. [redacted] reported his computer having a difficult time finding two wireless printers at his location. 9/08/15 A technician talked with Mr. [redacted] who indicated the trouble was intermittent and also reported freezing with his Video. The technician felt a SmartRG (new equipment) would improve the service. The ticket was staged for dispatch.9/09/15 A service technician was dispatched. A SmartRG was installed. Once the SmartRG was in place, one set top box at the customer’s home would not load. Engineering indicated 12 mac addresses were attempting to pull an IPV6 IP. Engineering blocked the IPV6 and service restored.9/21/15 Mr. [redacted] reported internet and Video were out of service. Mr. [redacted]’s trouble was identified and associated with a global network problem. Mr. [redacted] updated that his internet restored and two of his three televisions were working. Power cycling did not restored the third TV. When Mr. [redacted] called again, all three TV’s were restored but the internet was down. 9/22/15 It was identified that the IP server had too many requests and could not keep up. Engineering rolled the SIP over to a new server and indicated customers services should restore. Mr. [redacted] reported his service was still down. After rebooting the equipment the service restored. Mr. [redacted] then called and indicated his internet had went down again. The equipment was rebooted and the service restored. Mr. [redacted] requested an adjustment for his service troubles. Mr. [redacted] reported later in the evening the internet was down.9/23/15 The ticket was staged for dispatch. Mr. [redacted] was advised of the pending dispatch. The technician arrived to find the service was working as it should and indicated the trouble was part of the outage.10/05/15 Mr. [redacted] reported his internet was down and his router displayed an alarm light. He requested a dispatch the same day. Mr. [redacted] called for a status and indicated he was under the impression a technician would be dispatched before noon. He indicated the trouble was intermittent. The ticket was staged for dispatch and Mr. [redacted] was advised dispatch would not take place until 10/06/15.10/06/15 A service technician was dispatched. He bypassed the SmartRG, plugging everything directly into the switch. Service restored. The ticket was placed on hold to verify trouble had cleared.11/04/15 An adjustment of $34.95 was issued for internet trouble.1/17/16 Mr. [redacted] reported his internet and Video were down. Engineering indicated there were alarms on the equipment at the office. A technician was dispatched to the office to investigate. Mr. [redacted] was advised. A trouble case was opened with Lumos Networks’ vendor. Mr. [redacted] requested a supervisor. He expressed his frustration that a local technician was not dispatched to his location. The supervisor explained the trouble appeared to be a network issue, affecting more than his service and should be corrected in the office without the need for a technician dispatched to his home. During the conversation all services, but one set top box, restored. Mr. [redacted] was asked to reboot the set top box but refused and indicated he wanted a technician dispatched to his home. Mr. [redacted] then reported all set top boxes were frozen and his internet wasn’t connecting. A card was replaced in the equipment and the shelf stabilized. 1/18/16 Mr. [redacted] requested an update. A message was left for Mr. [redacted] to verify details of the issue he experienced and hours of availability. Mr. [redacted] indicated he experienced freezing and no internet service. He was advised the trouble was being investigated and he would be updated as soon as the problem was resolved. Mr. [redacted] was advised the trouble was escalated to the equipment vendor. A message was left for Mr. [redacted] when the outage appeared to be resolved. Mr. [redacted] called back to report his Video was up but the internet was still down. He was advised to reboot the router and once he did so the Video froze then restored. The ticket was staged for dispatch. The ONT and SmartRG was rebooted at the customer’s premise. The router was moved to the customer’s laundry room to eliminate a problem switch. Service restored. 1/20/16[redacted] , Lumos Networks, called Mr. [redacted] to verify service. Mr. [redacted] reported the only issue he saw was freezing on the Video for 5 to 10 seconds. [redacted] advised maintenance was performed on the system overnight that should have resolved the freezing. Mr. [redacted] indicated he left his home early in the AM and would advise of further issues via [redacted].1/21/16 Mr. [redacted] messaged via [redacted] that he was experiencing freezing. [redacted] contacted Mr. [redacted] who indicated the freezing was not as long, occurring 2-3 seconds on all set top boxes at random times and random channels. Engineering made some adjustments in the office and called to advise Mr. [redacted]. They received no answer. [redacted] contacted Mr. [redacted] who indicated he had been unable to watch TV since the early morning. He indicated he would monitor the service and contact Lumos Networks if he experienced any issues.1/26/16 An adjustment of $17.09 was issued for five days without service from 1/17/16 to date of restoration, 1/21/16. Lumos Networks will continue to work diligently with Mr. [redacted] should any trouble issues arise in the future.
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will wait for the business to perform this action and, if it does, will consider this complaint resolved as far as the refund is concerned.I would however point out that the account was closed the first part of November and 90 days would have meant that my refund should have been issued around February 5th. It is now over 45 days past that date. When I called the first time to check on it, I was told that it would be mailed out then and clearly it was not. If in fact it has been mailed out by now, it appears that the only reason that it was is that I complained to the Revdex.com. I've spent a good deal of time trying to track down my refund and am convinced that if I did not take action with the Revdex.com that Lumos would still be holding my money. This is poor customer service-- but I guess they have everything to gain by hoping people will forget about their refunds. I will advise everyone I know to watch out for this business practice. I have a very strong feeling they would not have waited close to 5 months for me to pay my bill, but would have taken strong measures to get their money. It's a shame they do not hold to the same standard with dealing with money owed to their customers. I would recommend that when a customer calls more than once to check on a refund that they make sure the "ball isn't dropped."
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 but will contact LUMOS when problems once again return.
Regards,
[redacted]
RE: [redacted],Revdex.com of Western Virginia-Complaint ID [redacted], Account Number [redacted], Telephone Number [redacted]. This letter is in response to the Revdex.com of Western Virginia Informal Complaint received via email on November 4, 2016 filed by [redacted].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 Networks, and [redacted]. Lumos Networks:[redacted], Quality Assurance Administrator [redacted] Inquiry :11/04/16 Lumos Networks received correspondence from the Revdex.com of Western Virginia for an informal complaint filed by [redacted]. Ms. [redacted] was concerned with service issues she had experienced with her Video service. Research and Resolution:10/24/16 [redacted] reported the Whole Home DVR was only working on the DVR set top box and not the other set top boxes at the location. Upon rebooting the system, which is typical troubleshooting process, the service did not fully restore. The trouble ticket was sent to Engineering for investigation.10/25/16 [redacted] advised the DVR acted as if it were recording but no recordings were saved. She indicated the television was freezing as before. She requested an update.10/26/16 Mr. [redacted] indicated all services were down. Ms. [redacted] indicated her availability during the following two mornings and requested [redacted], Lumos Networks, as the dispatched technician. Mr. [redacted] indicated he had rebooted the equipment several times to no avail. He indicated a relative had been converted to the updated equipment and it resolved their trouble. A request was sent to convert the service.10/27/16 An order was created for conversion of the equipment. A conversion date of 11/04/16 was established and a voicemail was left to advise of the date.10/28/16 Mr. [redacted] indicated he was not satisfied with the scheduled date and requested an adjustment of the bill for services he hadn’t received. The schedule date was moved to 11/02/16 and approved by Mr. [redacted].11/02/16 Conversion technician [redacted], Lumos Network, indicated the conversion would take additional work and manpower. The conversion couldn’t be completed on 11/02/16 and the additional work would need to be rescheduled.11/04/16 [redacted], Lumos Networks, requested a trouble ticket on behalf of [redacted] as her service experienced trouble. He indicated after the conversion to updated equipment, Ms. [redacted]’s internet went completely down and Ms. [redacted] had to reboot numerous times. [redacted] dispatched to the customer’s home and identified the conversion had not been completed yet, and was the cause of the issues Ms. [redacted] had experienced. The conversion completion was scheduled for 11/09/16 and confirmed with Mr. [redacted].11/09/16 The conversion to new equipment was completed.11/14/16 A credit of $45.00 was issued to the account for the inconvenience the service trouble caused.