Vexus Fiber

This place has become a joke. Waited on hold for hours. Finally got in touch with someone and was told they would be out to connect service Monday 1 to 5 no one showed up. I called back to be told they had to do outside work the next day.and inside on Wednesday. So again had to take off work. On top of that no communication from them I had to keep calling. Do better!!!!!! Edit Technician was late to the appointment but was very great. Only decent thing vexus offers is their technician

Dear Vexus... I'm to the point where I'm going to send your management team an invoice for my consulting services. CLEARLY, there's a disconnect between your customer service team, your technicians, the "design team," and contractors. In this case, your lack of proper communication and/or records is placing a customer in the middle and causing unnecessary frustration and anger. Twice in the last two weeks, Vexus has completely disconnected our internet service in error. We've been told different stories by multiple technicians and customer service reps as to "why" this has happened, but their explanations are not consistent, which is a bit scary, because it seems like no one knows the real story. Two technicians have stated that "contractors" have literally unplugged our line from the control box in the alley. Another technician stated (and documented) that our address had been confused with another for non-payment. Regardless, each time this has happened, I've been forced to jump through the standard "hoops" to demonstrate that the fault rests with Vexus and isn't an issue with our equipment or residence. Unfortunately in both cases, the customer service reps had no access to systems that might explain why we were disconnected. And in the most recent case, the first rep became argumentative with me when I described what caused the issue just two weeks prior, and that the symptoms of this new disconnect were identical. I asked her to escalate the call to another person, and she asked "why is that." That's when my patience expired. The only solution in both these cases was to send out a tech to physically rule out all other possibilities before ultimately determining that we had been physically disconnected at some location. The first time, they sent out a tech who couldn't even look at the control box in the alley; that wasted another 24 hours. These failures are inexcusable and unacceptable. Despite my separate follow-up with customer service management, Vexus didn't follow through in diagnosing how this happened the first time, and here we are again exactly two weeks later. We've been told by the tech that the account has been flagged for further review and troubleshooting to determine why this is happening. Regardless, I plan to follow-up this review with formal letters to your management team here in Lubbock.

Gabriel with Vexus came to my scheduled appointment on time. Friendly, efficient, knowledgeable and a hard worker. He got me dialed in on the EERO app, installed the router and equipment where I wanted it, and even helped the main office get the IP up and running. My connection is lightening fast and I haven't had any problems. West Tech trenched the fiber line less than an hour later. I was impressed and would highly recommend Vexus to anyone looking for super fast fiber optic internet and fair monthly pricing. Thanks Gabriel!

Was told "no interruptions, weather, nothing can interrupt your service. Two weeks in, no connection. Call the sales man, he'll get someone out. Did that dance for a bit, was going to be 24 hours before some one can get out to the house. Can't do that. Husband has to have Internet connection at all times for job. Was able to call the previous company and hand that turned back on, while we were on the phone even. Called to cancel the service. One day sat on hold for over 2 hours, over an hour and a half a second time, going on 1/2 an hour this time. No one answers the phone. Went to the actual location. Can't get in the building. Not open to the public. Phone number on the door is the same one I've been on hold with for going on 4 hours.

Erik is hands down the best technician we have ever had. He came out to fix our internet that tech support had messed up and went above and beyond to get it running for us. While he was here he also got our home phone up and running which a previous tech had failed to do. If you get Erik you're in good hands!

This company is completely incapable of scheduling or communicating. Salesman stopped by. Setup appointment for install. Took off work. 2 hours before the scheduled time, I get a phone call. That person says they are here to install the outside fiber work. That already exists on the house. Reach out to the salesman and he says oh you are scheduled for a different day. I have no information on that and a single email that says it was for today. He says to check with outside guy to see when he will be there and he will get me scheduled for another day. I reach out to the outside installer and he says he already stopped by (I have a locked back yard so he couldn't have got in or done anything). Spent 45 minutes on the phone trying to speak with someone. They said that I had two appointments and told me what the email said, but what they said was in the only email I got and was scheduled for today. They then said they didn't know how to help me. Complete lack of customer service. Complete lack of communication. Complete lack of transparency and then lied to me to try and cover themselves. Maybe their internet service will be good, but their customer service is useless.

Highly Recommend!! Gabriel Rodriguez ID 30260 He had great customer service skills, patience, understanding and knowledgeable. I was able to get everything answered and accomplished with ease! Definitely someone I would want to represent my company!

Danae, my installer, was amazing. She was timely, had all of her equipment ready, and had me up and running in 30 minutes. I've been with Vexus for three years and their customer service and onsite support has always been top notch.