Moll Construction

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]

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.

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.