Moll Construction

Lumos Networks is working on stablizing the DSL service for Mr*** 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 issuesOn 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 premisesNo one was homeThe technician connected to and tested the DSL service extensively for an hour and minutes from outside the home and did not experience any dropping of serviceThe 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 upI will forward the information from that testing as soon as it becomes available Thank you, [redacted] Quality Assurance Adiministrator

RevDex.com: 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 offer made by the business in reference to complaint ID ***, 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 minutes to talk with someone They have yet to give a reason why it has taken over 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 houseNot 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 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!

Techs never call before showing up to your houseInstallation took hoursCustomer service failed to notify of a large box that had to be installedDVR problems freezing upConstantly having to call tech supportSupervisor with tech support very unprofessional and not understanding to circumstanceCancelled half of serviceDebating the restIn a week only been able to enjoy tv onceTakes two three days for someone to show up to fix problemsAnd that's with repeated calls after being told they will be here the next day

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

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 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,
[redacted]

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

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,
[redacted]

Revdex.com:
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]

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,
 
[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.

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 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,
[redacted]
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.

This letter is in response to the Revdex.com Informal Complaint received on 5/22/2014 filed by [redacted]
[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:
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.

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,
[redacted]
Quality Assurance Adiministrator

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.

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,
[redacted]
Quality Assurance 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]