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

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

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. read more

terrible company called on August 22 to cut off second service on property still billed for til Octobe 7th. tell you one thing billing.

I had a terrible experience with customer service. One Source Service Overtaken by FiberFirst. Both charged me from July to August. FiberFirst added an extra $10 charge from manual payment in the first bill without informing me and then added a $10 manual charge + $4 late fee in the next bill. I had no information on these charges of Manual pay. When I contacted customer care to discuss these issues, the representative was very rude in her response. this company is overcharging customers without proper communication. The service is the worst! I ended up paying 2 bills for July to August month $10 +$10+$4 because FiberFirst took service from One Source. read more

I requested new service 09/05. Installation was scheduled on 09/14. Today is 09/19. My service has not started yet even though they have marked installation complete and my service status on their system is active. I have had over 20 calls to their customer service. But no avail. You customer service is truly appalling. No sense of responsibility. I will definitely spread the word among neighbors who might be tempted to switch to opt to your service. read more

If you have a choice, I wouldn't recommend this company. If there is any technical issue, IT support doesn't pick up the phone. You stay on hold forever & then they hang up on you. When you are lucky and someone does pick up, they don't have any definite information and can't help with anything. read more

I've only been with this company for a few weeks, and I've already experienced three unexpected and unscheduled outages. I chose the 1Gig and I am willing to give FiberFirst the benefit of the doubt, but this is getting out of hand too soon for a brand-new customer. If you cannot maintain constant connectivity to my home, then you're not who you professed to be. This is not a good sign that I will be a long-term customer. read more

Company doesn't even deserve one star garbage unfortunately only one we can have at the complex I'm at and they are just constantly saying they are fixing my bill but every month its ridiculously high they are scamming worst internet company ever do not get it read more

Our WiFi went out 3 hours after it was installed on Monday. We've called 10 times over the past two days and every call they guarantee to have someone call us/come look at it. The most recent call was this morning and she said she would have a tech out "within 30 minutes to an hour." Still no word from anyone. My husband and I both work from home and we are having to find alternative places to work. We are BEGGING someone to see this that can actually help us get up and running because right now it just feels as though we've been scammed. read more

I LOVE FIBER FIRST!!!! Miranda and Juanita were such a help! The only issues I've had with them were self-inflicted. I always get a notice when the service will be down and help is always available. Because the cables are underground I will never have to worry about storms again (when it comes to the internet). Because they are a young and growing company they may have had issues at one time, but I signed up with them last fall and I have no regrets. read more

Loss of service since noon, at least. This is the second loss of service, but what makes it even more egregious is the lack of communication. No one at the ISP can even offer a glimmer of hope via an ETR. It's a great service and excellent value when it works, but it is not working and we have homework with the kiddo and need the service we pay for. Not auto-generated emails with 0 info. And I see your reply of customerservice@whatever.com. It does nothing to contact staff that has no information. Let us know what's going on. read more

Rachel S. Yes, "as one of those"..., I am glad that I not locked in. Locked into a mess... and yes, I am happy for those others..., great for them. 1) Sales rep 1 sells me the 50. promotional, I was all in 2) Tech 1 lied stating to their own customer service rep that I was not interested..., in fact I called in just to find that out 3) Rescheduled Mond8am..., I called customer rep and she had the nerve to ask me if they were suppose to be here on that day/time, well we did schedule it right and should be on your guys schedule..., 2nd she stated that the techs just got their routes. 4) x2 techs showed up already pass 9am, stated that they just do instal and not wiring..., at that point Im just so confused. 5) Icing on the cake..., another one of your soliciter try to sell me at the 75. rate???, Not to mention he lied talking to my neighbor saying that I was happy and getting it..., like they don't know us neighbors dont talk..., come on now. In addition, I have been attempting to call to get a status..., but No answers on calls, just rings and rings, no!a followups. All this is what I am talking about, at that point I filed a complaint to BBB AustinHQ. Unacceptable. Kudos for those others.!! read more

My internet has been spotty for the last 3 weeks. It took weeks for a tech to come out. Changed a wire, marked as closed. Same night internet went out and been without internet ever since. Truly horrible. Started with this company in August and truly haven't had a full month without intermittent internet losses. read more

Great and informative install done by Giovani in omaha, nebraska. Explained everything and walked me through steps to set up password on nokia app. Service has been great and would recommend to anyone. Helps when your install person is friendly and knowledgeable. Thanks for a great install and call back Giovani. read more

On August 24,2024 I requested service to be cancelled due to me moving. They completed the request the same day. Today, 9/18/2024, I received an email stating my bill was due for the full amount. I called and they did reduce my bill accordingly, but then they are charging me $150.00 for equipment. When I requested the cancellation no one ever said anything about returning any equipment. Very poor customer service!!!!!!!!!!!!!!!! read more

Signed up several months ago for internet service. Tech showed up quickly and installed equipment. That was the last time that FiberFirst was responsive. We have had numerous outages since. FiberFirst has not provided us with any notice of service outage, they wait for us to call. They have no real customer service. They simply stall and make excuses. Service has been out for two days now and the only information I can get is a repeated statement that someone will be in contact within "24 to 48 hours." No one has called. When I contact them, they simply repeat the "24 to 48 hours" mantra. They are not overtly rude, they are simply offish- they provide no information, just the "24 to 48 hours." When I requested a supervisor, the lady is was speaking to, who was eating loudly while talking, informed me that she was the supervisor and that she was not able to contact their technical department or provide any information other than "25 to 48 hours." When i pressed for more information, she told me I was rude and hung up. I will never use FiberFirst again. read more

Not happy that Internet is out at 1am for maintenance... Some of us aren't in bed yet.

Great Service, awesome speeds. Well worth the money based on cable rates. Install techs very courtesy and showed up on time. I like the fact that they are based right down the street. read more

To sum it up, save yourself the head-ache and just go with another provider. *This is in Fort Worth\Justin, TX 14-Dec-2023 I initiated the call to get my internet services as well as the additional service of a static IP address. The fiber needed to be connected to the house before a tech could finalize the installation into the home. Understandably, the tech cannot be dispatched until this was completed and the dispatch date for the tech was 22-Dec-2023, no problem there. 22-Dec-2023 (Initial install date) Technician Greg did a very good job getting the fiber into the house and where I wanted him to run the fiber. It was then discovered that the fiber run before the house was damaged and needed to be repaired. Once repaired, he informed me that my service would be able to be activated REMOTELY once the repair was completed. This I get, as the community is still undergoing new home construction so still no problems here. From this point, it felt as if all communication with FiberFirst just stopped. No further follow-ups whatsoever. 04-Jan-2023 (13 days from the initial install date with no service) No updates on the ongoing fiber repair, it just so happens that I was taking out trash when I ran into a 3rd party company (Ubiquity) that was going to do the fiber repairs but they informed me that repair was already completed. I was never provided any sort of update on the repair nor any follow-ups of on-going repair efforts. I called customer service to inform them that the necessary fiber repair was completed and that they could go ahead and activate my service. I informed the rep that during my initial install date, the tech already installed the equipment that needed to be installed, but the rep insisted that a tech was still needed to be dispatched "to finalize the fiber provisioning". Alright then, I get set with another dispatch date of 06-Jan-2024. 05-Jan-2024 The only follow up call I received but unfortunately it was to inform me that the dispatch date had to be re-scheduled due to no available technicians for that date. Instead, the next dispatch date was 16-Jan-2024. At this point, I'm at FiberFirst's mercy and I should have done the smarter thing which was to simply go with the other available provider Spectrum but I wanted to still give FiberFirst a chance. 16-Jan-2024 (TWENTY-FIVE, 25 days with no service from the initial install date) I don't really recall any real follow-ups to this dispatch day. Only the tech called me that he would be on his way. Technician Kenny shows up and to his SURPRISE, there is already equipment in the house. I appreciate him coming out because he took the initiative to test the fiber repair, and it was discovered that the repair wasn't quite done to an acceptable level. He was able to get a fiber splicer tech to come out and complete the necessary repair. It was then also discovered that the fiber connection was never connected at the back split-off\junction box. Once this was completed, Tech Kenny was able to validate good fiber signals to my Optical Network Terminal (ONT). He initially tried to activate my service as he was able to see my ONT from his end but he could not. He reaches out to the provisioning department and they seemed to have lost the information and so began a 30-45min wait before they could get my service finally activated. At this point, I had forgotten about my static IP address request and did not ask the tech Kenny about it until he had left, which is not a problem since that is not his responsibility to provision. I call customer service, I inform the rep that I initially asked for a static IP address with my service, they place me on a brief hold as they needed to reach out to their provisioning department. The rep gets back to me that they (provisioning department) will work on it. I believe the rep said they would follow up and that was it. Shortly after, sometime in the later afternoon I lost internet service again during this process. I call back and explained the situation, and I'm only given the explanation that something went wrong with the provisioning and that someone will follow-up with me the next morning. 17-Jan-2024 FiberFirst operating hours are 8am-6pm as stated on their website. No one called me to follow-up. My internet service is still down. I called during my lunch at 11:20am, and this time the rep was much more consistent in following up with me. My static IP gets set up and I now finally have internet. I decided then and there I will go with Spectrum. read more

I honestly gave them a chance and the Customer Service was low quality. Technical support was clueless about troubleshooting network issues. They didn't even bother to send a technician to my home for resolution after paying $75.00 a month. Buyer beware they are reluctant to assist their customers if you encounter any outages. They will open a ticket and that's about it. read more

Great customer service, I was having some issues with my ethernet, and I called in right of the bat great people. so the supervisor call me "Michael" directly to try to resolve the issue and he within an hour he send Jeremy who did a outstanding job. I would recommend this company ever day of the week. IMO Jeremy And Michael need to be part and face of this company. read more

If I could give zero stars I would. The errors in the FiberFirst internal office has caused me to be without internet for 21 days. This is unacceptable and when I called them to discuss they stated....the techs are not correctly communicating with the reps and unfortunately, we have to reschedule you for 7 days out. But when they acutely put me on the schedule, it was 10 days out. If you can use ANYONE else, save yourself time and headaches and go with anyone else. read more

GO SOMEWHERE ESLE WORST INTERNET COMPANY IN TEXAS stay far far far away everything is about Money they don't care if you have proper working service .. I had a rep come to my door he sold me a 1 yr 1 gig package free installation WHICH WAS A LIE they not only charged me for the install they put the equipment way in the back of my home so the front of my home got no service at all I express this to them after taking almost 3 hours to get ahold of the customer service team (and they are horrible very rude) they told me it would cost 100$ to have the equipment moved to the center of my home plus a 25$ tech fee I was shocked and I already seen where this was going anytime you need something from this terrible company they will charge you a damn outrageous fee.. F them I MEAN THAT in the most worst way possible 3 days of service and I was done I requested my service be terminated on the spot which she advised id be charged for labels and box to ship back the equipment and a 160$ disconnection fee which was done immediately remotely so my account has bal of 160$ for the disconnect and 30$ for the return smh I will definitely be disputing all this bull ...STAY FAR AWAY!!! THESE GUYS ARE ABSOLUTELY CROOKS RUDE GARBAGE GARBAGE GARBAGE read more