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

If you're considering switching to Fiber First, my advice is simple: wait (or better yet, don't). The sales process was polished. Everything that followed was the exact opposite. We were promised faster speeds, a static IP, and a lower monthly bill. Since both my wife and I work from home, we specifically requested a Saturday installation to avoid interrupting our jobs.The installation never happened. The installer couldn't complete the work because of a conduit blockage. Two days later, a construction crew arrived, never knocked on the door, never explained what they were doing, trenched through my front yard, and cut my existing internet line while I was in a Zoom meeting with my employer and my wife was teaching a live online nationwide class to 1000+ people. Our internet went down instantly...and remained down for days. My wife then unexpectedly encountered a worker inside our fenced backyard because no one had informed us they needed access. He could not communicate with us in our preferred language. The crew left. No installation. No internet. A trench through my yard. Then the phone calls began. More than 20 calls later, the answers rarely changed: "It's been escalated." "Someone will call you." "A contractor will be there in 10-14 days." Those promises came and went. The salesperson told me to purchase a specific router before installation. The installer later told me it wouldn't work and had to loan me another router instead. As I write this review, the temporary cable is still laying across my yard. The one exception was Laura in customer service, who actually took ownership of the situation. Without her, I honestly don't know if we'd even have internet today. What frustrates me most isn't that mistakes were made. It's that fixing those mistakes became my responsibility. Every meaningful update required another phone call from me. Every promised deadline passed. Multiple appointments set only for them to "no call, no show". Every step forward seemed to require the customer to push the process along. There was no meaningful apology, no service credit, no discounts, and no acknowledgment of the disruption to our jobs, our property, or our time. A company should be judged not by how aggressively it sells its service, but by how it responds when things go wrong. Based on my experience, I cannot recommend Fiber First. read more

Worst Experience Ever My experience with FiberFirst in Haslet, TX has been the worst internet service experience I've ever had. I switched from Spectrum after a FiberFirst sales representative offered me a promotional price that was better than both my current Spectrum pricing and FiberFirst's advertised pricing. Since my Spectrum bill was about to increase and FiberFirst had better reviews, I decided to switch. My installation was scheduled for 6/16/2026, but the installer told me the neighborhood terminal wasn't ready and couldn't install my service. FiberFirst couldn't provide an estimated timeline, even though a house two doors down had already been using FiberFirst for about six months. After several calls, they rescheduled me for 6/19. When the installer returned, he again claimed the terminal wasn't ready. Only after speaking with my sales representative did he locate a terminal that could be used. The Adtran SDG-8614 gateway then took nearly 30 minutes to activate instead of the usual five. The installer never verified my internet speed, and when I tested it myself next to the router, I only received 400-600 Mbps despite paying for 2 Gbps service. My sales representative had also promised the installer would help test Wi-Fi coverage throughout my home, but the installer refused because he had other appointments. The speed wasn't even the biggest problem. About 30 minutes after installation, the router went offline. From then on, my internet disconnected every 20-45 minutes. Between 2:45 PM and 9:00 PM on installation day alone, I experienced nine outages and repeatedly called customer support. Every representative simply rebooted the router, and the issue always returned. After several calls, I was finally told the department that could actually help had already closed for the day--something none of the previous representatives mentioned. Despite advertising 24/7 live customer support, I called more than five times over the weekend, waiting 30-60 minutes each time without ever reaching a live person. On 6/22, customer service scheduled another technician. That afternoon, a FiberFirst technician informed me the router wasn't the problem--the issue was the outside neighborhood line, and multiple homes were affected. He assured me it would be fixed that day or the next. It wasn't. On 6/24, his manager explained that home builders had damaged FiberFirst's lines. He estimated service would be restored by 7/6 and told me I could text him with questions. I texted him on 7/1 and again the next day asking for an update. I never received a response. I waited through 7/6, but nothing changed. On 7/7, after 19 days of installation problems, repeated outages, broken promises, poor communication, and countless wasted hours, I canceled my service and requested a refund because FiberFirst had already charged my credit card despite never providing reliable internet. In my opinion, FiberFirst sold and activated a service that simply wasn't ready. They refunded my money, but they can't refund the time I wasted. Attached are just some of the screenshots showing lost connection. read more

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Literally thr WORST customer service is existence. The biggest headache O have ever had to deal with. The only reason I deal with this lame company is because my husband games and this is the fast internet in my area. Absolutely horrible company with ill trained staff. When you finally get a tech to your house they may be able to fox the issue. I HATE THIS COMPANY ​ read more

Do not recommend this company at all. I have been trying for months to get a broken pedestal issue resolved in my back yard w wires hanging out. I cannot get any resolve from them. I've sent prob 20 emails and called about 7 times. read more

FiberFirst - Broken pedestal - Internet Service Providers Near Me - Southlake, Texas

A FiberFirst salesman came to the door offering a free installation and the first year being half off for 1 gig. My bf and I discuss thinking it's a good deal, so we take it. We make an appointment for a week later on Saturday 6/27/26 with the time frame 2:30p-5:30p. The first man showed up after 3p or so, installs it into my wall, then before he leaves he told me the next guy should be at my home soon. (Also was a bit unprofessional, he asked me if I had single friends.) Well, 5:30p passes and my bf and I had errands to run, we were worried about the guy showing up and us not being home for him because we never got a call from FiberFirst saying he was running late or anything. We had to bail on our plans and guess what. There's a knock at the door at 10p at night. He went outside for a while and said that he couldn't do anything because the first guy who installed into the wall did it WRONG, so they had to reschedule!!! So my man took off work Monday 6/29/26 for the reschedule, apparently there's a cut or break 500ft down the main wiring lines that they JUST set up recently. So who knows how that one happened. All in all, I still don't have wifi and it's July 1st. Their service is ridiculous and they lack communication with their clients. Makes me think I won't ever get service from them because they never called to reschedule an appointment later that Monday, but maybe they're gonna fix the line before appointments are made. Who knows though, because this company lacks communication anyway. Maybe you should consider getting that AT&T fiber. read more

If you want spotty internet service and crappy customer service this company is for you. Completely unreliable service. It goes in and out in and out constantly. You ca. try customer service who will tell you to unplug your router for 30 second then do nothing else. Meantime you'll wait two days for a service tech who will be 3-4 hours late and then when you call customer service they'll just tell that no your appointment wasn't scheduled for 8-12 but 3-5. Run away from fiber first! They suck! read more

Never can get ahold of anyone to deal with account issues. They dont allow you to delete previous payment methods and changing your preferred payment methods doesnt work as they will continue to charge the previous card. Firberfirst is about to get an FCC complaint filed against them since they seem to be scamming people. Never had any issues with OneSource. read more

Terrible customer service, frequent outages. Fiber First TV is a complete waste of money. I will be switching back to Cox as much as it pains me. Maybe 2x more but at least it works and I can talk to technical support without being on hold for hours. Buyer beware. This is a terrible service provider. 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

Fiber First came to my door with an aggressive sales person but could not answer our questions about how the installation works. The next thing we knew people were digging up our yard without any authorization from us. The installation was a nightmare because no one knows what is going on. We eventually agreed to add the fiber and it has never worked. We have none of the speeds we are agreeing to and they are saying we have to pay a technician to come back out and check it. It has never worked since they put it in on Friday and today is customer service has hung up on me 2 times. The one customer service person they do have is saying I have to pay for service person to come out because they see 2 Gigs on their end. Well folks your stuff never worked from your router on. This is the worse company at this point. Never seen anything like it. I even have one of their corporate peoples cell phone who is amazing but he has not been able to get people to assist me. I don't know what else to do to make our service work??? When your own corporate level folks can't get people to respond. I don't know what to say further in this review. Just don't bother. Complete waste of time, money and energy at this point. The value you pay right now with them selling 2 GIG for 70 bucks is not worth it because you don't get what they sell you. I am actually getting worse speeds than my COX cable. 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

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

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

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

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

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

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

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

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

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

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

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