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December 2023 by Ashley Burnett
I've not had a problem with internet service since it became lumos. However, they blew my phone up for me to switch to fiber. At first it was you had to pay more for fiber. I have 2 houses. I only upgraded one at first and dealt with the bill increase. Later they continued to call about the second home and eventually said you HAD to switch to fiber but would see no increase in bill. When I called to schedule the appointment they were telling me that my bill would go up until I mentioned the message saying it wouldn't increase then all of a sudden they have another plan that doesn't increase the bill. Now, they've come out and ran the fiber on Nov 11th, a guy came to bury it and couldn't. They were supposed to call someone back out to move it a different direction. I called on Dec 5th to see what the hold up is as I need this cable buried, was told i should get a call within 24- 48 hrs. . Still haven't heard back so I call again today on Dec 12th and all they can say is they will reach out and I should hear something soon. When it was Northstate it was sooooo much easier to get customer service to handle an issue in a timely manner.
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November 2023 by Gary Megel
We are looking forward to Lumos being available in our neighborhood. They started installing the cable yesterday and I am impressed by the care the team is taking. They have to dig holes about 10 feet apart for the cable to be "threaded" through. The workers are putting down plastic sheets to pile the dug up dirt on and then filling the hole back in. The impact of the digging is minimal. However, I do have to comment on one worker. He was actually breaking up the big chunks BY HAND to minimize the impact of the digging!!! Who does that these days!?! There has been little disruption to the neighborhood. The workers are courteous and work quietly. Even the generator is fairly quiet. Thank you Lumos for being a good new neighbor. Looking forward to the fiber optic speed, too.
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November 2023 by Paula Branch
Not sure what's going on with Lumos, but never had these types of issues when it was NorthState. Started having constant internet disconnections, issue started on Saturday. Called in several times, performed the routine equipment reboots, several times on each call as you have to do with Tier 1, then was told it will move to Tier 2, got a call Sunday evening stating they made some config changes all should be good they closed my ticket (682468). Monday, same issue, called back in had to go back over everything again, even after giving my previous incident # and new incident number (682795) from my call 20 mins prior. Again, they wanted to send the new incident to Tier 2 and let someone call me back. I refused to get off the call and asked for a supervisor and or a dispatch to the home. Finally, after another hour on the call/hold, I got transferred to someone who could schedule a dispatch (Ryan). This experience has got me shopping for a new ISP as this is not acceptable, especially when you work from home.PS – Funny/but not funny… Tried to post this 3 times but service kept dropping, I guess it finally went through! SMHUpdate: to be fare, they dispatched a tech to my home today (Monday), tech found a lose fiber cable on the modem - so far so good, I have had one drop since he left, but it is not dropping every 2 min like it was before he arrived. Hopefully that was the issues.
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November 2023 by Ana Smith
Lumos representative said they will send someone today 11/6/23 to work on the internet around 10-12. They have not made an appearance. S-M-H. This is a disgrace. I'm starting to have doubts about this internet company.
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October 2023 by Danielle
I didn’t think it was possible to find a customer service team worse than Spectrum but I did. Amazing. I’ve been calling since 10am and keep getting told that someone will call be back in an hour. Take a guess at what never happens… you guessed it a call back. I have had this service for less than a month and the customer service department alone is making me regret that decision. You can’t reach a department that’s the one you actually need to speak with. Being a new customer is great! They treat you amazing and are super helpful. Once you have the service good luck. If you work from home I advise against this service as the estimated time to fix an issue is 4 DAYS. Ridiculous. This company was so much better when it was northstate.
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October 2023 by Kevin Stanley
Absolutely horrible experience with the change in ownership...if nothing has changed except the name why had the service went to the crapper? I call customer service and they now want me to diagnose the problem and fix it myself....with the increase in rates,not gonna happen. I thought spectrum was bad...but lumos has raised the bar.good luck if you think they will be any help.
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September 2023 by Gregory Sessler
North state was amazing. Lumos is the worst I have experienced and I am currently shopping for other companies. Internet been down for 24 hours, is continually dropping for long periods, and the best info I can get from support is they “might” be able to come out within 2 days and won’t even schedule it. I was assured I’d be contacted within an hour last night, no call. Was told I would be contacted to schedule within an hour this morning, no call. Absolutely absurd customer service as they state they cannot even talk to other departments or levels of tech support. Sad how much this company seemingly has changed.
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September 2023 by John Brewer
I would give them zero stars if I could. First, the fiber is not as fast as advertised. I never logged greater than 150mbps when it was advertised as (and I paid for) 1gbps. But really the biggest issue is they have the worst customer service I've ever experienced. I logged a service ticket and no one called me back. Period. 3 weeks later I called them again and they were just like "yeah we don't have anyone available to look at your connection..." no apology or anything, just like "it is what it is".Then when I told them I was canceling and shipped my equipment to them. They are supposed to cancel your account and issue prorated credit upon receiving the equipment. 3 weeks after they got the equipment I looked at my account and had no credit or indication the account was closed. I called them and they can't even get ahold of their own people internally to check on the account, said they would call back that day and I didn't receive any call. I call them the following day and escalate again.They must not be staffing their support or technicians adequately. Overall just a god awful company to work with.
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September 2023 by Hunter Loftis
Northstate was amazing. Lumos is 1000x less reliable, and when things go wrong you end up on hold for hours. If you work from home, it's just not worth it for the terrible network that is occasionally fast.Also, what kind of ISP doesn't provide a "current issues" page so you can find out what's wrong?
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August 2023 by Haven Nickelson
I have been with Northstate for awhile and was pleased with the service. Since the change, service has been disappointing. My service went out abruptly and no seems to be able to give me a definitive reason. Very displeased with this provider now.
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July 2023 by Duane Coverston
Our internet has been down since noon yesterday costing time and money. Horrible customer service, lack of transparency on when our internet will be restored. I made a huge mistake leaving Spectrum. I will be calling Spectrum for internet service. Spectrum also offers 1 gig speed at a cheaper price than what I am currently paying at Lumos. I'm just tired of being lied to by Lumos on this outage.
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July 2023 by Randy Vanscoy
when this was nothstate before lumos my internet never went out and customer service was awesome and you could speak to someone you could understand. Currently my internet has been out over an hour and this is the third time since lumos took over. I was on hold for an hour before I finally for to speak to customer service and I couldn't hardly tell what he was trying to tell me except for the end of the conversation which he said it would be about 2 hours before someone contacted me...it is great WHEN it is working but I need to start looking for other options...lumos has ruined a good product.
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June 2023 by Marty Hicks
I’m rating a 2 star today, because of the excellent customer service in the past. For the last two months my one gigabyte of fiber optics is getting slower. Today on 6/012023. My internet is down! When I called customer service 5 times, the automation verified my account, it transferred me to tech support, and all 5 calls I was disconnected on their end.
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June 2023 by pete mikkola
It seems to be the trend from other reviews...North State.. back out of the merger! We all want a human to answer the phone. This current robot gives options, press 1 and it doesn't understand my response.. does this 3 times them puts me on hold.. that is 1 star quality.. vs old human answering being 5 star. Now my connection is down.. again. second time ever, less than a month ago... Can't even give us an idea when it will be back online? What happened to the payment adjustment for being down so long last month? Ohh just 2 dollars.. x how many of us? Nice profit for Lumos with zero services delivered... Northstate RIP .. very very disappointing.
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June 2023 by Debbie Reynolds
They went up on their internet without any notice. When I called to inquire they passed me around and then said somebody would get back to me and no one ever did. I'm looking for somebody else. When they were NorthState they were good but I don't like this lumos.
