Customer service is the worst. They came out to bury the fiber, I told them I wanted it 6 inches down so when I aerate my lawn the fiber line would not be damaged. They only we down maybe 2 inches. I called to have the bury it deeper and all I got was a run around. I told them that when I aerate and the fiber line is cut all the repairs are on them not me. Update Customer service called and had 3 techs out within an hour, they reburied the fiber line to the depth needed. It took a lot to get it done and thankfully they finally responded. read more

Terrible customer service. Don't be fooled by their low prices. The service sucks just as bad as their customer service.

They do not care about their customers, especially small businesses. I have not had service since 3 am last Friday morning. They missed their scheduled service time to resolve the issue that was caused by their update on Friday. It is now Monday & I still don't have service. read more

Worst customer service experience I have ever had. My fiber internet was down for 2 days while I waited for an available technician to replace the modem. The technician NEVER SHOWED UP! After waiting on hold for over an hour I got put on the schedule for that afternoon. Once again, the technician NEVER SHOWED UP. After once again waiting on hold for over an hour, I was told a technician would be out first thing Saturday morning. I even got a call that they were on their way, but for the third time in a row, the technician NEVER SHOWED UP!!! Highly recommend going with a different provider. read more

Worst company to provide internet. None stop outages. No one to talk with After ten minutes on hold they will just hang up on you. They don't give a single care about the service they provide they just want your money. DO NOT TRUST lost all faith with them read more

I would like to thank the Fiber First team for their attention to detail and level of professionalism. Last year when they were preparing my neighborhood for the Fiber infrastructure, I reached out to them on Facebook to get an idea as to how long it would be until I could sign up for service. Not only did they reply quickly, but they kept me informed throughout the process. Fast forward to last week, and I'm up and running on the new XGS-PON side of the network at 5gbps (initial speed test of 4.9gbps down and 4.85gbps up using an ONT SFP module as opposed to an ONT to RJ45 handoff). Furthermore, the technician who did the install went above and beyond to make sure I was happy with the placement and path of the fiber coming into the house, and told me to reach out if I had any questions. Well done Fiber First, I'm a very happy camper and look forward to spreading the word to others. read more

Horrible service! Our entire street was disconnected on 12/18 and when you try to contact them they will not call back and leave you on hold for over an hour. Thelma and Allison in the Keller office are by far the worst. Changed to Starlink and have our fingers crossed customer service will simply exist. read more

Terrible service. Supposed to be high speed internet. has been anything but. Can't get any wi-fi half the time. When we do, it is sparadic at best. read more

Speeds? As advertised. Customer service? Horrible. Reliability? No. Any outage is "scheduled maintenance" they didn't bother to send out notifications for. I never thought I'd miss Comcast. read more

Do not use this service. Constant outages which can last for days. After a year, my bill increased by over 50%. When cancelling, you will not be given credit for time that you have not used the service. You will be required to pay an entire month...for access you don't have. The reasoning is because it's "subscription based." read more

Most garbage ass wifi ever, if you have to get this shit wifi because of the apartments you live at, just move because it doesnt matter what plan you have, its garbage!!! Slow, goes out all the time, and i only run one device on it!! Pure garbage read more

FibertFirst is the most UNRELIABLE internet service I have ever had and I have had internet service since there WAS internet service. I experienced almost daily outages of a few minutes to hours. I finally had to give it up and they are telling me they will not prorate the bill. That they expect me to pay for more service I don't have. When I asked to speak to a supervisor, there wasn't one. Now, I get a bill out of nowhere for another $162. No explanation as to what it is for, no nothing. Needless to say, I will also not be paying that bill. I send a support ticket regarding my bill and they just close it with no response. Oh, and you can't take the equipment to their local office, you have to ship it back to them. This is some sort of BS! WORST SERVICE ON ALL SIDES! I tried to post with ZERO stars, but you have to post with at least one. read more

Have been with FiberFirst for over a year and they are not as reliable as they claimed. Whenever they have an outage its labelled under "vandalism". The most recent one happened yesterday Friday night at 10pm when our internet conked off. I called support and was met with a very rude rep who was raising her voice as though it was my fault. She had no idea what was happening and said it was an outage but thats it. I checked and they were supposed to send an outage email to customers which I never received. NOONE else in my neighborhood has an outage with Fiberfirst. Today morning i called again and was told it was due to vandalism and the team has been working on it since 4:45am but no estimated time for completion. I asked why i didnt get an email so the support manually sent an email which I dont know why i didnt get in the first place. Its now over 15 hours and we still have no idea when we will get our internet connection back. read more

These people can't take "no" for an answer. They've been to my home five times, each time walking past "no soliciting" signs. The third time I gave them a trespass warning, and they showed up twice more. The police are now involved. read more

These sales people are incredibly brasen. Signs all over the front door, including a block on our doorbell stating DO NOT RING BELL. DO NOT KNOCK! Four separate times they ignored,knocked and hit the bell! Illiterate morons read more

We switched from ATT to them because of a door flyer promising $30 a mouth for "the fastest WiFi." The customer service is TERRIBLE. The service is so much slower than the non fiber we had with ATT. Support is almost non existent. They don't offer on the phone support, you have to have a tech come to answer any questions apparently - stick with a local reputable company like spectrum or att. Do not use this company! read more

I have had a very sporadic internet connection for the past month. A technician replaced my modem, but that did not help at all. Said they would send out a technician in the evening, so i canceled evening plans, and the technician never showed up.I kept calling them back because I needed the internet to work, but they kept me on hold and did not get back on the line. I read more

I had a door-to-door guy come by and sell me on fiber with a lower price than my current ISP and the reviews that I saw were pretty good. This was just before Christmas. Two complete no-show installations later and almost three months gone by, and they showed up on a Saturday at 8:30am. They didn't finish until 1:30pm and they left with it not working. Got a text 4 hours later telling me that it should be working now and to go out to the box and switch the cables myself. It worked for about 1 day (less than half the promised speed). Next day I had intermittent lagging and disconnecting and had to reset the box several times. The day after (today) I come home and the internet is out completely. After talking to tech support, they tell me they can't see the box on their end at all and that a technician would get back to me within 48 HOURS!!! Nope, done, thanks but no thanks, worst customer service I've ever seen, and that includes several bouts with Comcast. Wouldn't recommend to my worst enemy. read more

Bait and hook with promise of $100.00 Amazon. They make it impossible to get and when you call CS you get insulted. My down speed is 212 and up is 265. Slower than Cox cable. read more

Between the unreliability and the customer service, I would give this company 0 stars. We only lasted with them 2 months before we cancelled. They consistently have outages in our area and at one point we stopped getting Internet entirely in our home. They blamed our equipment, but once we activated optimum it worked perfectly. They have charged my card even after we cancelled the service, and I can't get a supervisor on the phone when I call or send emails. read more

We really like this service at first but the support we've gotten from them as been lacking. First, we have an internet cable that is draped down our fence that we have asked them multiple times to come out and remove since it could be a hazard just hanging there. They have told us that someone would be out to get it but nobody has ever come. Second, a tech damaged our waterline and failed to fix it. When we did get a response about the repair we were told we would be reimbursed for the cost of the repair but have not received any reimbursement from it. This was a little over 2 months ago. While the service might be good it is not worth the lack of follow through and support from the company. read more

customer support during and outage is terrible. getting through to speak to anyone is nearly impossible. This issue has been reported to them multiple times and there has been no resolution. read more

Not a fan of the company. The promise 100 amazon gift cars that they don't give and the internet goes out twice every week. I started this service in February 2025 and wish I didn't read more

Would give 5 stars if you have full month of high speed internet. However I'm left with constant drops, under maintenance, or someone's kid dug up a line so every month there's hours or days with no service. I spent 1 hour calling and trying to speak with someone..... never got to speak to anyone. I will be looking for fiber elsewhere. TLDR you will get great internet 70% of the month. But you will pay 100% of that bill read more

Inconsistent unreliable can't even provide the rates that they advertise for more than a couple of hours. Good thing there's no SLAs

Internet goes out at least once a month for past 3 months. They don't notify customers of outtage status. If you call to report an outtage, it is just an answering service who says they will send a message and we never hear anything. read more

Terrible service. Was offered first two months free. Was not only charged for the first month but also overcharged by 50%. Customer service has an attitude and said they didn't care about the speed checks my husband provided. Since 30 minutes in line to talk to customer "service" again to cancel. Nothing but promises and headaches. The person who signed us up quit and wished us good luck. read more

Canceled service on 10/8/24 - told customer service that we had no rented router from them, it was ours we purchased. A few days later $150 was charged to our card for a router. Today is Nov 15th and we have made multiple calls and have received multiple promises of a refund, however, nothing yet. Ridiculous! I would NOT recommend this company to anyone. read more

At first they were great, installation was fast. The guys burying the lines in our neighborhood hit my waterline. Took three days to get anyone to respond. I ended up fixing it myself. We are very dissatisfied. The line to my house is laying on the ground. Ive called multiple times to have it hung up in the air so its not hit with the mower. read more

We opened a ticket with Fiber First on 11/6 and were told a technician would come to the house within 24 to 48 hours and as of 11/11 we still do not have nor have we heard from Fiber First on a repair solution in spite of calling and checking with them. read more

I had one source before and never experienced many issues as I have with this company. Customer service is not very good and when you call be ready to be on hold forever. This past Thursday the internet went down for 11hours with no explanation or notifications of the services being down. I called and they had no clue. Today, no internet I called and they said no outages reported. I have disconnected and reconnected everything and nothing. The rep told me he doesn't know what the problem is and he won't know anything for a few hours???!!! Just a terrible experience. read more

Frequent outages. Takes too long for them to fix it. Zero on customer service. I'm in IT. These customer service reps have no skills whatsoever. They escalated my issue to a tech. They don't have ticket or case numbers to give you to reference. Said a technician will call me 24-48 hours. Like what? No call back. No follow-up. I'm really wondering how they stay in business. read more

Horrible intermittent service. When it works it's blazing fast, but it's not working that often. Impossible to get tech support on the phone. read more

FiberFirst - Internet Service Providers Near Me - Southlake, Texas

Terrible Experience up to getting my service Activated I ordered for the Fiberfirst Service on 09/05/24. Service was confirmed for install on 09/14 between 8 - 10 a.m. Before 09/14, outdoor contractors visited house multiple times. I called on 09/13 to confirm if the installation is on schedule. Customer support confirmed of the same. On 09/14, I called at around 9. I was informed sometimes technical staff comes towards the end of the window. I waited until around 11 to call again. The support associate contacted the technician and informed me that Technician is backed up and did not provide ETA. I passed the info, please come and do the installation as soon as you are available same day. I called again after 1 p.m. This time, I was told the construction crew has informed work is pending so installation can be done. It might take upto 5 business days. I called up 09/16. The Construction crew visited and took no responsibility saying the guy who came did the work should have updated the work order nothing needed. I made multiple calls same day afternoon, I was scheduled for installation within home on 09/18. On 09/18, the technician arrived. He told me that Fiber light is activated. He connected the device and marked the order complete. This activated my service. He informed that he would inform the office about sending a construction crew. With this , I got an email that service activated. Long story short.. more than 20 calls up to beginning of the service. Still waiting. No apology. No one knows what is happening. What a company !! read more

I now have internet and it is VERY VERY fast. FiberFirst finally came through. Customer service is a bit slow in it's response time.

Took them over a month to finally bury the cable going across the sidewalk. And they have a 10 dollar charge if you don't set up autopay. They also somehow managed to be constantly going under minor outages without notice. The entirety of Central Texas was in outage and I had to reach out of find out. So far the customer service has been just abysmal and as soon as they try to hike my bill up I'm out. read more

I was scammed into getting there service I was told my bill will be $75 monthly gets my bill it's over $100 was told there's 2 $10 fees on top of that my service out and I can talk to a agent the phone just hangs up I was offered my 1st month free then was told it's only for active military members Im going back to Cox today screw this company it's fraudulent shouldn't have left my previous provider for a scam I'm very disappointed they've had more outages than I had with Cox over 4 yrs I've had fiber first 2 weeks n have had 4 outages that they call scheduled maintenance this is all a joke keep your current provider don't cause yourself this headache they want a star rating atp they need negative stars the company trash read more

FiberFirst - I started service 8/7 my bill due 8/26 was quoted a free month of service and monthly bill of $75 ALL LIES TOTAL SCAM - Internet Service Providers Near Me - Southlake, Texas

I didn't experience any problems as the others described. My experience was awesome. Installer was professional and on-time. Current service has been up and running without any issues. A+++++ read more

I had fiber first installed. Had nothing but trouble. Lose connection EVERY 20-35 mins . Gave them 10 days of constant calls and tech visits to my home never got it fixed. Didnt even seem like they were even interested in fixing it. I would not get this service unless you enjoy reconnecting the internet every few minutes. Cheap yes but you get what you pay for. read more

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. Absolute joke. Oh. And just try and get through to customer service. Yeah. Good luck. read more