FiberFirst

Takes technicians FOREVER to get around to completing simple tasks.

On three separate occasions I’ve needed to call in to swap my router for a variety of reasons. That part is on me. The part I want to complain about is the amount of time it took for their technicians to simply add the router MAC address to their system so we can actually access the internet. Customer service opened a ticket (because they don’t let you talk to anybody that can actually help you). It was 2 DAYS before a technician contacted me during which time we were without service not to mention the days before while we waited for the router to come in the mail. When they finally did call, I was on the phone with the technician for 5-10 minutes max and it was resolved.

This last time I tried to get ahead of it. I knew the router would be delivered the next day so I called in and asked if they could open a ticket at that time so I could get support around roughly the same time my router arrived, but they couldn’t open the ticket until I had a MAC address. So here I am again waiting with a router and without internet for some person to simply add the MAC address to their allowlist.

Waiting 2 days every time I need 5 minutes of support is ridiculous. I’ve never had this much trouble adding a new router with any other ISP.

I have been waiting for Fiber Internet to be available in my neighborhood, and along came FiberFirst. I was elated to be getting to gig speed at 1/2 my current cost. When I went to setup my account online (installation was scheduled for tomorrow) I didn't have one. I called the number because the chatbot said it couldn't help. 4 times I called and finally got a human. Told them I originally wanted the account number but this was a very poor start to a business relationship and just cancel the order. They need to get their processes worked out in order to successfully compete.

Were scheduled to come out between 2-4 and never showed up.

Called on Tuesday afternoon that I was unable to get any channels on Fiber TV it is now Friday afternoon and still no Fiber TV. Called the call center and completed all of the troubleshooting with no results. I have called several times actually can not recall how many calls and with no results. I am being told that it is not a Fiber First issue that it an issue with the company that provides the TV channels. I could not care less about the company that provides the TV channels I DO NOT pay them I pay Fiber First. On all calls I seem to get a different run around and absolutely zero communication that I do not initiate. I have stated my search for a new provider that will actually care about customer service. And of course it is opening weekend for Football that I will now have to find a local bar that carries the game that I would like to watch.

I was billed for a full month and only had the service 2 1/2 weeks. I tried to set up an account not able, I called waited for a call back heard nothing. I did the chat no help either! my phone is down my service was spotty the first week. so not happy. This is such a scam company. If I could give no stars i would.

Constants disconnect. I don't know what's going on with your server but it's effecting my computer, security camera, and security system. If you are having problems with your system you should let your customers know instead of having them think it's their devices. I'm a recent customer and I don't like what's going on. Customer service is too slow in responding phone calls and they
don't call on a call back number. I waited 5 hrs for a call back until I was forced to call them. I last week I put in a trouble ticket for my computer not having WIFI. It was down nearly a day. I shut down my computer and the next morning I had WIFI. I sent an email to cancel the ticket(apparently no one reads email) a guy came out and said he's here to fix my problem. I told him I canceled the ticket. He didn't get a call to cancel. He told me I was the third person having the same trouble. Yesterday I was without WIFI all day. WIFI came back this morning, which I'm able to send this email. If this continues, I will be force to close my account. I can't rely on FiberFirst for my essential needs.

Horrible start with this company after OneSource Communications sold their business to them. There as some issue migrating my bill over to the new company and they disconnected my service. Said I owed two months service to get me to the current cycle. OneSource had my card on file. No communication.
After I payed two months of $140 on 7/11, the took out another $115 just two weeks later on 7/23. My bill has always been the first week of each month. Now in 14 days, they have taken $256 out of my account and have raised my rate?? Absolute joke.

Oh. And just try and get through to customer service. Yeah. Good luck.

A week ago Thursday, I come home from work to learn that we had no internet service. First I called my internet provider's tech support who told me that my account was inactive and that I needed to contact the business office. After a half hour on hold with the business office, I'm told that my account was migrated to Fiber First OVER A MONTH AGO. They said they had sent out notices. I receive my invoices via email, but received no notices separately or with my invoices. I call Fiber First and wait for over a hour when I have to hang up for a prior commitment. Later (very late) I call and reach someone who tells me I was disconnected due to non payment. (I was set up for auto pay with the previous provider.) How could I be disconnected for non-payment when I had no clue I had been migrated?? The representative told me that they had sent me several texts. I told her that hadn't and she started to argue with me. I asked why hadn't they emailed me and she said they didn't have my email address. They didn't get it from my previous provider?? We got it all taken care of and my internet was reconnected moments later.

Just over a week later, Saturday afternoon, our internet goes down. I call tech support and unplug the router and plug it back in per their instructions (which we had done before I called). After that and a few questions, the representative said they would send out a technician. When I asked how soon we could expect the technician, her response was, "The sooner I can finish this ticket, the sooner they'll be out there." No other time-frame was given. It's Sunday evening now and we haven't heard anything. After calling several times and getting disconnected over and over, I am told, "technicians don't work on Sunday, someone will be out tomorrow." While I'm at work. Nice.

I am NOT impressed and am looking forward to another fiber provider competing in this market. For now, we're stuck with this. 😡

WORST CUSTIMER SERVICE! Someone cut our line on a utility pole, a guy came out on Friday, found the cut but because he's not in the "infastructure" dept., he couldnt do the repair. He told us someone would be out tomorrow, (Saturday) to repair the line. We waited all day and no one showed up. I called at 4pm to find out the ETA because i knew it was getting late. The ONE PERSON who answers calls, was USELESS and so is this "company". She said the infastructure people dont work on the weekends 🤬
Seriously?!?!! So, if you lose internet on Thursday, you will not have internet till at least, MONDAY! I asked to speak to a supervisor but according to the ONE PERSON answering the phone , "That's not how their system works." This is the WORST AND MOST UNRELIABLE internet company! Stay away from this company unless you don't mind having internet for 5 days at a time 🤬🤬🤬

Anything OneSource is connected with is a ripoff and I would advise run, not walk, for the nearest competitor