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Lumos Networks, Inc.

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Reviews Lumos Networks, Inc.

Lumos Networks, Inc. Reviews (19)

01/11/2019 1:00 pm After going to Foodlion I went to Mcdonalds. I left there and got onto Valley Ridge Rd. I was on the left side of the road and beside me was a Lumos SUV. As I was going up the hill passed Taco Bell, this Lumos SUV swerved in front of me nearly missing my front of my car. I slammed on the brakes and blow the horn but he didn't stop. I believe the numbers on the back were 846 or 847. I got home and call Lumos to report this before anyone else got hurt because of this guys reckless driving. I spoke to a Rep who I asked who do I talk to to make a complaint, She said she could take it. When I told her what had happened she replied "OMG! , Yeah you would need to talk to Bridget at HQ, she handles things like this but you might get her answering machine. Did you want to leave her a message?" I told her yes I would. She said she would patch me through. After waiting 5 mins she gets back on the phone and said she got her answering machine that If I gave her my info that she would send her a email. I said that's fine while thinking by the time I get a reply from this person that this guy would have killed someone on the road by now. I would have contacted the CEO about this but there is no info on him to contact him directly.

In a letter to its customers dated December 26, 2018, LUMOS stated it intends to increase its monthly Broadcast TV Fee by $4.00 beginning February 1. THIS IS A WHOPPING 28.5% INCREASE OVER THE CURRENT $14.00 FEE SHOWING ON MY BILL! From my research, it appears that broadcast TV fees are controversial at the least. One source states that broadcast TV fees are a means for cable companies to increase their profit without it appearing to be a price hike. Broadcast TV fees are not a required government tax and have not always existed. This huge hike in the broadcast TV fee comes with the backdrop of LUMOS' annual PROFITS before taxes approaching $100 million...almost $25 million per fiscal quarter. I cannot in good conscience support a fee hike of this magnitude. I doubt that the various broadcast TV networks have suddenly increased their fees charged to LUMOS by 28%. The LUMOS letter states that customer satisfaction is "very important." Not that important. I have to wonder if shareholder satisfaction trumps customer satisfaction. I intend to downgrade my LUMOS service immediately to keep my cable TV costs reasonable and to not reward corporate excess.

Review: I received my bill for July and noticed there was a 40 dollar increase. I couldn't pin point the reason why and called the billing department. The rep told me that it was because I had mistakenly received a credit the prior month. They said I now owe it. I asked to speak with a manager. The rep put me on hold and came back to say I could pay a lessor amount but the amount would be due by August 19th and it would be listed as past due balance. I was very unhappy with it being listed as a past due balance as I was not responsible for this extra charge. I then asked to speak with a manager again. The rep told me that she was on the other line and would call me back. The manager then called me back and I explained the situation. She said she saw where I was given the credit mistakenly and apologized for the mistake. She told me I still owe that amount because the services were provided. I understand the services were provided but it was not my fault as to why an extra adjustment was added to my bill. She told me that I should have known I didn't deserve the credit for last month. This is what has upset me the most about this entire situation. For the past three out of four months I had two 40 dollar adjustments. This past month I didn't think anything differently of the two credits since they had been on there before. Blaming the customer in this situation is the last thing the company should be doing. I feel undervalued and like my business doesn't matter. I didn't miss my bill. I paid my bill as lumos sent in the statement and any wrongly applied adjustment is on them. Blaming me is very unprofessional.Desired Settlement: I would like for lumos to own up to their mistake and remove the additional 40 dollars from my account. I am a loyal customer and should not be penalized for their mess up.

Business

Response:

Good morning,Lumos Networks removed the $40 charge that was added previously. Going forward, the billing statement for the customer will be correct. We regret that the billing error occurred.Thank you,Quality Support

Consumer

Response:

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. I am understanding their resolution is to remove the $40 from this bill and moving forward I should be billed a normal monthly billing.

Regards,

Review: I discontinued my phone service 3/20/14..I have a credit of$19.13..they send me bills showing I have a credit..I went by their [redacted] office three weeks ago and they said they had to mail it to me. I still have not received it . I know its only 19.13 ,but I always paid my account on time for all the years I had phone service and I am sure if I owed them money for five months they would have taken me to court by now.this is no way to run a business..I guess the hoped I would forget about it.how many other people are they treating this way?Desired Settlement: A check for 19.13. And for them to discontinue thepractice of holding customers money when they owe them..they are stealing from their customers

Business

Response:

Good morning,

On 8/5/14, a refund check was requested for the account number [redacted]. The representative who took the request processed the necessary forms to our Central Procesing department. The request was part of a bulk batch that runs monthly.

Upon receiving the complaint, I notified the Central Processing department to request that we pull the refund for [redacted] to process immediately. Mr. [redacted] can expect a check no later than 09/03/14.

Thank you,

Consumer

Response:

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,

Review: We changed phone/internet providers from Lumos on Sept 15, 2013, and cancelled our service with them. There was a credit on our account of $69.12. When I called to inquire on receiving this credit, I was told that a check would automatically be issued 90 days after the account had been closed, to make sure no charges appeared from our account in that time. While this is a very unlikely things to have happen on an account (for charges to appear after the account has been closed) I accepted their explanation and waited the 90 days. No check was received. I contacted Lumos again on January 15, 2014 to inquire as to the status of this refund. Lumos apologized that the check has not been issued yet and said they would issue the check, I should see it within 2 weeks. No check has been received yet. I called Lumos again on February 19, 2014 and once again was given an apology and told the check would be issued, I should see it within 2 weeks. I stated that since I had been assured this already, I would like a case number or reference number for action being taken on this account. I was told that there was none, that all I could do is wait for the check. Our account was in good standing during the entire period of our service, and the account has been closed for 150+ days, which far exceeds their required waiting period for a refund.Desired Settlement: Issue the check for the credit on our account.

Business

Response:

Good afternoon,

Upon receiving the call from [redacted] on 2/19/14, the Lumos representative did send in the appropriate paperwork to have a check sent out to the [redacted] in the amount of $69.12. That check has been cut and mailed out.

We have received the copy of the cashed check showing that it was cashed on 3/10/14 and the stamp on the back of the check does show "For Deposit Only [redacted]".

Please let me know if you have any questions.

Thank you,

Consumer

Response:

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. A check was provided by Lumos. I wish that it could have been done without involving the Revdex.com, but I am glad the issue has been resolved.

Regards,

Review: Have had a credit with Lumos since November 2015 and have called to ask why they will not issue a check. They still have yet to give me my $91.10 credit. Was originally told it would take about 2 months, then when I called on 3-8-16 they said they would issue the check, but I have not received it. My address at the time was [redacted] but I have since moved. I gave them a change of address twoice.Desired Settlement: I would like to have my money back that is mine. I paid every month on time when I had their service and this is highly unacceptable the way they are keeping my money. It would be nice if they would pay the interest they have earned by withholding my refund as well.

Business

Response:

RE: [redacted],Revdex.com Informal Complaint ID [redacted] –Account Number [redacted] This letter is in response to the Revdex.com Informal Complaint received via portal on March 21, 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 :3/21/16 Email from Revdex.com was received by Lumos Networks for an informal complaint filed by [redacted]. Mr. [redacted] was concerned over the length of time he waited for a credit refund due from his closed Lumos Networks account.Research and Resolution:3/21/16 When an account has a refund, the refund is held by Lumos Networks to ensure no additional charges will be incurred on the account. In the case of Video/BXL services, charges could be for equipment. If no charges are generated after 90 days, the refund is then sent for processing and mailing to the customer. Although Mr. [redacted] returned his equipment upon disconnection, the policy is in place for all accounts and cannot be reversed. Mr. [redacted]’s refund check will be processed/mailed on March 24, 2016.Mr. [redacted] can expect approximately two weeks for the check to arrive at his residence. Lumos Networks does have the proper address on file for Mr. [redacted].

Consumer

Response:

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,

Techs never call before showing up to your house. Installation took 5 hours. Customer service failed to notify of a large box that had to be installed. DVR problems freezing up. Constantly having to call tech support. Supervisor with tech support very unprofessional and not understanding to circumstance. Cancelled half of service. Debating the rest. In a week only been able to enjoy tv once. Takes two three days for someone to show up to fix problems. And that's with repeated calls after being told they will be here the next day.

Review: I lost internet service in January 2013. Customer Service unable to correct. Technician was a "no show" for appointment. As they were unable to correct problem in a timely manner, I contacted the company to discontinue service, which should have been effective the first weekend in February. This was a DSL line (Lumos used phone line from another company - and I also discontinued service with that phone company the same date- so no line available for the service). I did request continued email service which I was told would be $2.00/month. I have received bills each month for full internet service. Repeated calls to the company with representatives acknowledging they have discontinuation of service on the record. In April, a supervisor did credit the account for 3 months worth of charges, but May and June bills continued. I have NO internet service with Lumos but cannot get them to stop billing me. I last called them May 9th and was told the problem was resolved, but have received yet another bill. I returned the modem on March 2, 2013 and was told that was resolved, but during the call on May 9th was told they had "no record of receiving the modem."Desired Settlement: I want them to stop billing me for services I am not receiving.

Business

Response:

RE: Revdex.com Informal Complaint – Complaint ID [redacted], Account Number [redacted]This letter is in response to the Revdex.com Informal Complaint received via email on 6/05/13 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 this matter on behalf of Lumos Networks, and [redacted].Lumos Networks[redacted], Quality Assurance Administrator [redacted] Inquiry :6/05/13 Email from [redacted], Revdex.com, was received by Lumos Networks for an informal complaint filed by [redacted]. Ms. [redacted] was concerned with billing she continued to receive after she had disconnected her internet service with Lumos Networks.Resolution:1/29/13 Ms. [redacted] requested to disconnect her DSL service keeping her email service active. A disconnection order was placed.2/25/13 Ms. [redacted] contacted Lumos Networks to inquire why DSL had not been disconnected. [redacted], Lumos Networks, indicated she would research the account and call Ms. [redacted] back with the information she had found.2/27/13 Ms. [redacted] contacted Lumos Networks and indicated [redacted] had not yet called her. [redacted], Lumos Networks, indicated she would research the account and contact Ms. [redacted] on 2/28/13 once she was able to look into the dispute.3/01/13 Ms. [redacted]’s service order had not completed. [redacted] made updates to the order that would allow the order to finish processing. [redacted] removed billing on the order as of 1/17/13, when Ms. [redacted] indicated the service ceased to work. A $75 non-return modem fee was added to the account until the modem equipment was returned. 6/10/13 An adjustment for $81.71 to clear the account balance to zero as customer was still being billed the non-returned modem fee although the modem had been returned. Going forward, Ms. [redacted] will no longer be billed for DSL service.

Consumer

Response:

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]

Review: We have been having problems with the TV service for nearly a year. They know they are having problems by calling and sending letters saying it will be fixed, but It continues. It has gotten so bad that they will not even answer customer service phone calls anymore. We have called many times and don`t get any satisfaction, they keep telling us that they are working on it. After a year I think it should be fixed.Desired Settlement: Fix the problem in a timely manner

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

They did not offer any solutions to fix the problem only that they are working on it. Well I think more than a year is enough time to resolve a problem. I live less than 1/10th of a mile from the Waynesboro office and on 3/19/14 I walked in with my phone, on hold, waiting for someone to answer. The clerk had no idea as to why no one would answer. I accepted a $98.00 credit on that day, but that is not what I am after, I want to get the service that I am paying for.

Business

Response:

This letter is in response to the Revdex.com Informal Complaint received on 5/22/2014 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

Inquiry:

5/22/14 Message from [redacted] Revdex.com, was received by Lumos

Networks for an informal complaint filed by [redacted]. Mr.[redacted] was

concerned with service issues affecting his television service during the past year.

He indicated he received communication from Lumos Networks about plans to fix

the service but had not yet seen improvement. He indicated Lumos Networks no

longer answered the telephone when he called to inquire about service.

Resolution:

2/26/13 Mr. [redacted] reported freezing on all televisions and multiple channels.

2/27/13 A voicemail was left for Mr. [redacted] to verify a time a technician would be able to

come to the location. The customer confirmed a technician could visit on 2/28/13

between 9am and 10am.

2/28/13 A technician was dispatched and Mr. [redacted] was advised. The technician did not

experience freezing while on premise. No trouble was found. Mr. [redacted] called in

the evening and reported one channel with a black screen. The issue was

duplicated in the office. The trouble was referred to the Central Office for

investigation on 2/29/13.

3/02/13 The channel outage was resolved.

10/06/13 Mr. [redacted] reported Discovery HD was freezing with no sound. The issue was

duplicated in the office.

10/07/13 Mr. [redacted] called to advise the picture was OK but there was still no audio.

10/08/13 Mr. [redacted] confirmed service had restored.

2/04/14 Mr. [redacted] reported freezing on all TVs. The service trouble was related to an

outage.

2/05/14 The freezing on multiple channels was being reviewed by Engineering but no

estimated time of restoration was established.

2/10/14 The service trouble was still being investigated by Engineering. No additional

estimated repair time was established.

2/25/14 Lumos Networks was in the early stages of planning software upgrades to repair

the freezing and pixilation

03/05/14 Mr. [redacted] visited the retail store to express his frustration that service had not

been fully restored. He was offered credit for the service issues but declined,

indicating he only wanted the service restored.

3/19/14 Upgrades to equipment was scheduled for March 25,26, and 27. This upgrade

would be Phase 1. An adjustment of $98.00 was issued to Mr. [redacted]'s account

due to service trouble.

3/27/14 A message was left for Mr. [redacted] to call and verify service status since the

completion of Phase 1 upgrades.

3/30/14 Mrs. [redacted] called to report service was approximately the same since the upgrade,

with little to no improvement.

4/02/14 Mrs. [redacted] reported still having trouble with freezing.

4/11/14 Mr. [redacted] confirmed service was better but still not fully restored.

5/07/14 Mrs. [redacted] indicated the service was freezing every day at all times of the day.

5/08/14 Mr. [redacted] indicated freezing was still an issue.

Lumos Networks is aware of the freezing issues customers are experiencing on

their Video service. We are working diligently to find a resolution to the service

troubles. To date, Lumos Networks has put in effect an upgrade to the Fiber

equipment that has shown significant improvement for multiple customers.

Lumos Networks continues to look into additional solutions to the trouble and

will continue to do so until service is once again restored to its normal and

expected capacity.

Review: I have had Lumos service since May 2015. My service has gone out many times and at times for days. I have internet and cable. I run a business out of my home and have had to use data on my cell phone to operate when Lumos is out. Customer service is not good. Today my internet and tv has been out for 5 hours already and they will not send a tech out. In the past my problems have been so bad that techs from [redacted] have come to my home to get me working.Desired Settlement: I want my service to work right and stop going out. The tv's freeze up on a daily basis as well. I would like to have a months bill of tv and Internet refunded. Look at my trouble ticket history, I have you on speed dial since we call so often.

Business

Response:

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.

Consumer

Response:

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,

Review: We pay for interent service for 30 days, it seems like the internet only maybe works correctly 10 days of the month. We encounter SLOW speeds or no internet at all we have called and always get the same response that its on our end uplug the modem etc.... it takes them days to fix it it will work for a few days and then go slow or no internet at all, We are tired of paying for service that works only half the time and does not work correctly, one of the times we called them the manager said out of nowhere "We would hate to lose you but you gotta do what you feel is right" Its not just our internet either is seems everyone in our area in hot springs who has lumos is having the same problems with slow speed or the internet not working or only working for a few days.Desired Settlement: Internet that works 30 days out of the month I mean we do pay for 30 days so shouldnt we get 30 days of properly working internet?

Business

Response:

Good morning, The Federal Communications Commission has also received notification concerning this broadband issue. We are working on a response and will forward the response to the Revdex.com at the same time. A $15 per month credit was added to the account about which Ms. [redacted] has issued her complaint starting on August 26. Previous to that monthly credit, a $50 one time credit was issued on June 26. I will be sending an additional response. If you have any questions, let me know. Thank you, [redacted] Quality Assurance Administrator office: ###-###-#### | fax: ###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It was not made clear that they were working on a solution to fix the internet,by reading between the lines I assume that is what she meant,I will ACCEPT the previous letter after I know that they infact are working on a way to fix the internet issues.Regards,[redacted]

Business

Response:

Good morning, I apologize for the delay as we worked to formulate a response regarding the broadband speed issues in Ms. [redacted]'s area. . Lumos Networks serves approximately 70 customers on[redacted] North of Covington and South of Hot Springs that, at times, are experiencing slower data speeds with the DSL service. The affected customers have reached DSL bandwidth capacity due to an increase in growth within the area, and several other factors. The factors include, but are not limited to, higher capacity computers, mobile devices, portable internet equipment, etc. As of July 19, 2013, Lumos Networks has completed the installation of two additional T1's, bringing the total to eight T1's in the referenced area. The additional T1's have assisted with the bandwidth issues; however, due to the area's growth, it has not corrected it. Lumos Networks has exhausted many resources in an effort to create a solution to the slower speeds customers are experiencing. The DSL capacity issue has no affect on voice service. No further actions are planned to assist in increasing bandwidth in the area at this time. Lumos Networks commits to repairing and maintaining current copper equipment in the area to insure the copper facilities are operating at 100%. The commitment will reduce the number of outages immensely. Lumos Networks will continue to troubleshoot with customers that experience an outage of any kind. Slow speeds are expected in the area at times when traffic is higher and more users are utilizing the network with multiple technological devices. Customers who experience slower than expected speeds and have reported the trouble to Lumos Networks will be provided reduced rates for the less than expected service. As previously noted, Lumos Networks had added a $15 monthly credit to the bill statement for account number [redacted]. Thank you, [redacted] Lumos Networks | Quality Assurance Administrator ###-###-#### |

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], although I am not completley satisfied and cannot understand how they plan to take no further action I guess I will just have to accept . I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: We pay $200.00 a month for Video, Internet, and phone service. Over the past 2 months, we have made repeated calls because of poor video reception, and loss of internet during the hours of 6:00 PM to 9:00 PM. We have been told that the first phase of an upgrade has been completed, and a second is being planned, but with no time table. I was told I would receive a credit on my next bill for the poor service, but now 2 months later, I have not received any credit. Now I am being told I will not receive any credit until the problems are fixed. I believe this is bad business and that Lumos needs to show better care to their customers.

Business

Response:

This letter is in response to the Revdex.com Informal Complaint received via email on 4/10/2014 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 this matter on behalf of Lumos Networks, and

[redacted].

Lumos Networks

[redacted], Quality Assurance Administrator

Inquiry:

4/10/14 Email from [redacted], Revdex.com, was received by Lumos

Networks for an informal complaint filed by [redacted]. Mr. [redacted] was

concerned with service trouble he experienced with Video, Internet, and

Telephone. Mr. [redacted] indicated he had expected a credit two months prior and

when calling to question the adjustment was informed the adjustment would be

issued when the problems were resolved.

Resolution:

2/03/14 Equipment was replaced at Lumos Networks to aid in the resolution to freezing

on channels for Video.

2/18/14 Mr. [redacted] reported for the past few weeks all channels had been freezing. He was

advised the issue was ongoing and a solution was being looked into.

2/25/14 A software and hardware upgrade was being planned to resolve the service

trouble with Fiber services.

3/19/14 Upgrades to the equipment were scheduled for March 25, 26, and 27, 2014.

3/30/14 Mr. [redacted] indicated he had seen no improvements in service since the upgrade.

4/09/14 Mr. [redacted] reported the Video service the previous night had bad freezing. He

indicated he would swap out the DVR and test the service.

4/10/14 Mrs. [redacted] was advised a technician would be dispatched to investigate the

trouble further. The technician scheduled was re-routed to finish a job he

previously had and Mrs. [redacted] was advised a different technician would be

dispatched. The technician confirmed the service was OK at the time of the

technician visit. He indicated the customer reported the service goes out between

7:00 PM-9:00 PM at night.

4/12/14 Mrs. [redacted] reported the Video was occurring this morning to the extent she was

unable to watch TV. The representative indicated she would pass a[redacted] the

information to a supervisor. Mr. [redacted] called for a status and advised his neighbor

is not having the same trouble. An adjustment of $90 was issued to the account

for one month of BXL and Video service. Joe, Lumos Networks, contacted Mr.

[redacted] and explained the plans Lumos Networks has to upgrade the equipment.

Lumos Networks is aware of the freezing issues customers are experiencing on

their Video service. We are working diligently to find a resolution to the service

troubles. To date, Lumos Networks has put in effect an upgrade to the Fiber

equipment that has shown significant improvement for multiple customers.

Lumos Networks continues to look into additional solutions to the trouble and

will continue to do so until service is once again restored to its normal and

expected capacity.

Consumer

Response:

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,

I have has Lumos for 4 months. In those 4 months repair people have been to my home 8 times and switch out their equipment twice. The last 48 hours I have been without Internet. I run my business out of my home and this is simply something I can not live with. I would avoid Lumos at all costs.

Review: I have been having numerous problems with the DSL internet service being provided by Lumos since I have moved to this address over 5 years ago. I routinely have outages, slowness issues, etc. I have called and talked with customer service personnel numerous times. Service tickets have been written, technicians have been to our home, however the service is still sub par in every aspect. There will be times when the service is working as expected, however other times it does not. The service is not one that we can depend on to be working when it is needed. Since we do not have access to any other internet service provider in this area, except through satellite which I do not want to do, I feel we have no choice except to live with the sub par service. I sometimes attempt to work from home and since my job requires internet service to connect to my company there have been numerous times when the internet service has gone down or becomes so slow that it is not feasible to work from home. I then am required to drive into the office to complete my job. I also have a son who is in high school and is very dependent on the internet service to complete home work assignments, projects, etc. There have been times that I have had to drive him to the library in order for him to have access to the internet.Desired Settlement: I only ask that we get quality and dependable DSL internet service that we are paying for each month.

Business

Response:

Lumos Networks is working on stablizing the DSL service for Mr. [redacted].

On March 10, a Lumos technician changed the port on which the customer's DSL service was working to see if that would alleviate the issues. On March 12, Mr. [redacted] called back to Lumos Networks to report that his service was still dropping,

On March 12, a Lumos technician went back to the customer's premises. No one was home. The technician connected to and tested the DSL service extensively for an hour and 40 minutes from outside the home and did not experience any dropping of service. The technician did a speed test and was getting almost the full capacity of the available speed profile. Lumos Networks called Mr. [redacted] to request a time when we could test inside the home to determine the service issue. We are in the process of getting that appointment set up. I will forward the information from that testing as soon as it becomes available.

Thank you,

Quality Assurance Adiministrator

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While it is true that technicians have replaced equipment in an attempt to remedy my subpar service it appears it has not. I just now placed a call to Lumos Networks informing them that my current speed is registering 1.06 Mbps download and .60 upload. I am paying for 6.0 Mbps download. In addition to my service still being subpar the response I received from the Lumos did not indicate why it has taken them over 5 years to attempt to fix my DSL problem by just now beginning to replace equipment. I assume due to my call today to Lumos Networks I can expect another visit from the Technicians to attempt to remedy my problem. It seems to me since they have replaced all of the equipment at my residence the next place to look would be to their internal equipment in their network.

Regards,

Business

Response:

Lumos Networks has left multiple messages for Mr. [redacted] to schedule an appointment to go back to his home to troubleshoot further, but to date he has not returned the calls, We are at an impasse until we can arrange a time to dispatch a technician back to his residence.

Thank you,

Quality Assurance Administrator

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

It is true they have left a couple messages for me and I have attempted to contact them back, however each time I have hung up after waiting for over 10 minutes to talk with someone. They have yet to give a reason why it has taken over 5 years to begin replacing equipment in an attempt to correct the issue. They are welcome to come out again, however the last time a technician was out he indicated there was no problem with anything in our house. Not sure why another visit is required but will welcome another visit.

Thanks.

We have several businesses in Covington, VA! Some of which use Shentel services and some that use Lumos! Our Medical offices used Lumos fax service, while our hotels used Shentel fax service! We noticed about 6 months back that our faxes from the hotel were not coming through to the medical office, a service which which we were paying for! This kept going on an on, and we kept complaining to Lumos that we were unable to receive any faxes from our other properties! All the while we were being told it was Shentel's problem. A couple months later we had our rep from Shentel come in and discussed the problem with him, to which he stated he was aware of the problem and that it was all Lumos's fault! Lumos had rerouted or did something when they upgraded their fax services and that upgrade messed up all of Alleghany County! You can send and receive faxes from anywhere in the country, to Lumos, except for Alleghany County, VA. After several more attempts to get a resolution to the problem, we finally just switched our service from Lumos to Shentel, however, we are still having trouble faxing to a Lumos Line! We feel that Lumos is ripping its customers off in Alleghany County! We, as well as plenty of other consumers are paying, or were paying, for a fax service that isn't functioning. There are other businesses that are complaining, we just don't know if they have contacted the Revdex.com! Our next step is a letter to the Editor as well as the FCC!

Review: When I first signed up with Lumos I was told that I had free DVR. Nine months after using their service they decide to bill me for the DVR and prorated it without calling me or anything. I thought it was free and if they called and said they had made a mistake and they should have been charging me, I would have told them I didnt want the additional product. I called twice and asked to speak with a manager and they put me on hold and came back and said the manager agrees with the customer service rep. They would never let me talk to the manager. I paid the charge and I also had to take a vacation day for them to come take the box with the DVR and replace it with a regular box. The cable has also gone out several times(non weather related) and when I call they say, if its not fixed by the next day then call back. Ive missed too many football games and Lumos would not compensate me for the bad connections all the time nor the charges on my billing statement. Im very upset with their customer service, it is by far the worst Ive ever had.Desired Settlement: With the charges I had to pay, the horrible service, and the numerous outages I would like a very nice upgraded movie and sport package for three to six months.

Business

Response:

I have attached a response in regard to [redacted]. Please let me know if you have any questions. Thank you, [redacted] Quality Assurance Administrator | Phone ###-###-#### This letter is in response to the PSC Informal Complaint received via email on 3/14/12 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 Complaint Name [redacted] Inquiry : 11/22/13 Lumos Networks received a complaint on behalf of [redacted] indicating that when he signed up with Lumos Networks, he was told he had a free DVR, but then 9 months later was billed for the service. Mr. [redacted] indicated that if Lumos had called him and told him he was not billed in error, he would have stated that he did not want the DVR. Mr. [redacted] also indicated that his cable had gone out several time, but when he calls he is told to call back the next day if it is not fixed and Lumos would not compensate him for the times out of service. Research: 12/19/12 Lumos Networks installed Video and Broadband service for [redacted]. The order was for (1) complimentary standard definition set top box and (1) complimentary high definition set top box. There is no mention on the order for a DVR. 9/25/13 An order was processed to correct billing on Mr. [redacted]’s account adding the $8 monthly charge. 10/22/13 Mr. [redacted] called our customer care to inquire about the additional charge on his bill. It was explained and Mr. [redacted] indicated he would keep the box and cancel prior to the next bill cycle. 10/29/13 Mr. [redacted] called to request the DVR be removed and a regular complimentary set top box take its place. The order was placed and the DVR was removed effective 10/31/13. On Mr. [redacted]’s billing statement dated 10/20/13, he was billed $17.60 for the DVR for billing dates from 9/23/13 – 11/30/13. When the DVR was removed, $8 for the DVR in November was automatically credited. I have issued a credit of $9.60 to remove the remainder of the DVR charges. Mr. [redacted] also indicated he had service issues. I cannot find record of the service issues or memos from Mr. [redacted]’s calls in to Lumos relating to service issues. When Mr. [redacted] has a service outage, Lumos will issue credit for his time out of service. In addition, it is not Lumos policy to tell a customer to call us back the next day if his service is not working

Review: Lumos has made multiple promises to resolve no service issues to our account and the company has no showed repeatedly and not called us back - we went with out services for 2 +weeks before service got fixed. We went two weeks with poor service and service goes out again on all three of the TV's and internet again and have spent hours doing exactly what they have asked and still no one coming to assist the problem. WE ARE Without service again. I have paid for services that I am not receiving. Lumos is contracted to be the provider in our "[redacted]" area and other companies that could provide service are not allowed due to them having the rights. Rights to charge and not provide service.Desired Settlement: Repair - Fix no service issue with out and adjustment on my bill for all days no service provided. Pick up bad box in main living room and replace with a working box that does not freeze overtime I'm watching TV.

Currently I have no service on all three of my tv's again.

Business

Response:

Good morning,I have attached a timeline regarding the complaint filed on behalf of [redacted]. Mrs. [redacted] DVR has been replaced and a credit of $51.55 has been issued to the account for the service issues. If you have any questions, please let us know.Thank you,[redacted]

Consumer

Response:

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,

Review: I had an unlimited long distant calling on my in-line phone with Lumos.Then I added the internet, and tv. bundle for one price. They kept billing me. I could not get paid up. so I checked my on line billing and found out that I had paid $1000.00 from Oct 2012 to Jan2013. So I canceled in Feb of 2013 and then they said that I had a credit of $243.48. I called and they would not pay me. So in May of 2013 canceled the in-line house phone with the un-limited long distant calling. They still have not paid, I called and they said that I could possibley have an outstanding long distant phone call so they had to hold my money. I expained that my long distant bill was exempt because I had the un limited long distant calling for a monthyly set fee which I had paid.. They still will not pay me. This is not right!Desired Settlement: I want the money I paid plus the same amount of interest that they charge for late payments. I want them to pay me NOW and not next year. I am 71 years old and I want to get reembursted before I die.

Business

Response:

July 3, 2013Response Filed via Web PortalRevdex.com of Western VirginiaAttn: [redacted]RE: Revdex.com Informal Complaint – Revdex.com Complaint ID [redacted], Account Number[redacted] Telephone Number ###-###-####.This letter is in response to the SCC Informal Complaint received via email on 7/03/2013 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 this matter on behalf of Lumos Networks, and [redacted].Lumos Networks[redacted], Quality Assurance Administrator [redacted] Inquiry :7/03/13 Email from [redacted], Revdex.com of Western Virginia, was received by Lumos Networks for an informal complaint filed by [redacted]. Ms. [redacted] was concerned with the length of time for return on her refund.Billing History:9/25/12 An invoice was generated with a balance of $146.51 and a due date of 10/19/12.10/25/12 An invoice was generated with a balance of $296.22 and a due date of 11/19/12.11/14/12 A payment of $140.00 was processed.11/25/12 An invoice was generated with a balance of $315.42 and a due date of 12/19/12.12/12/12 A payment of $175.00 was processed.12/25/12 An invoice was generated with a balance of $295.13 and a due date of 1/18/13.1/08/13 A payment of $149.00 was processed.1/16/13 A payment of $147.00 was processed.1/25/13 An invoice was generated with a balance of $151.74 and a due date of 2/20/13.2/07/13 A payment of $152.00 was processed.2/13/13 A payment of $149.00 was processed.2/14/13 A payment of $150.00 was processed.2/25/13 An invoice was generated with a credit balance of $168.44. No payment was due from Ms. [redacted].3/25/13 An invoice was generated with a credit balance of $243.48. The bill was prorated for disconnection of Video and Broadband services.4/25/13 An invoice was generated with a credit balance of $201.47. The credit balance was less telephone charges this month.5/25/13 An invoice was generated with a credit balance of $243.48. The bill was prorated for disconnection of telephone service.Resolution:2/25/13 Ms. [redacted] requested to disconnect Video and Broadband service.4/01/13 Ms. [redacted] called with billing questions. [redacted], Lumos Networks, explained the current statement reflected a credit balance, and no amount was due at the time.4/30/13 Ms. [redacted] requested to disconnect her telephone line.5/24/13 Ms. [redacted] contacted Lumos Networks to inquire about her refund return. [redacted], Lumos Networks, advised Ms. [redacted] the refund is processed within 90 days of disconnection of service and she could expect her check in July. Ms. [redacted] expressed her concern on the timeframe for the return.7/02/13 Ms. [redacted] contacted Lumos Networks for status on her return. [redacted], Lumos Networks, advised of the 90 day wait period due to possible charges coming through up to three months after disconnection. Ms. [redacted] indicated her service was unlimited long distance, and she would not have charges after disconnection. The practice of holding the refunds for 90 days is the policy for any service with Lumos Networks. Telephone charges may take up to three months to appear. These records range from long distance calls to collect calls. [redacted] escalated the request to a manager and submitted a refund request form.7/03/13 A voucher for $243.48 was issued. Ms. [redacted] can expect her refund check by 7/17/13.

Review: We were upgraded to Lumos 50mb internet from Lumos 20/20 PONs fiber in early February 2015. Since then our service has been "poor" at best. Not only are we not receiving all 50mb of our allowed connection speed, we also have experienced several outages with the service. Recently after replacing our router with a brand new CISCO Meraki MX100 security appliance (after Lumos assured me it was our equipment despite the fact I couldn't get any device to test at 50mb consistently) I re-opened a trouble ticket with Lumos regarding the speed. I worked with [redacted] at the Lumos Noc and after calling the NOC daily for status updates [redacted] finally leveled with me and informed me (true or not) that all of our [redacted] market was being fed off of a 100mb provisioned link. Further; he mentioned that between our business and one other in [redacted] we accounted for over 80% of the total utilization on the regional connection. Clearly Lumos has oversold their connection in our area but this is not our problem and we should not be paying for the oversight of Lumos on this one. I was then told that the issue was forwarded on to the "design team" to redesign the circuit for our area to correct the issue. When asked "how long should this take" he was unwilling to give me an ETA (making it sound like he's giving it to them and whatever happens happens). This should have been an URGENT issue as Lumos oversold the lines, not I.Desired Settlement: We want Lumos to fix the issue at hand and refund us 40% of our monthly bill dating back to the upgrade in February. We cam up with the 40% number because we've only been able to consistenatly achieve 20mb out of the 50mb we're paying for (which is a pitiful 40% of the speed we're paying for).

Business

Response:

Good morning, Lumos Networks has ordered a card replacement to fix the issue with [redacted] and a tentative resolution is by the end of this week. A $40 credit was issued yesterday. We will be looking at additional credit once resolution has been reached. Thank you,[redacted]

Consumer

Response:

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,

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Description: FIBER OPTICS, TELEPHONE COMMUNICATIONS, INTERNET ACCESS PROVIDER

Address: One Lumos Plaza, Waynesboro, Virginia, United States, 22980

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