Local Government

Lumos Agrees to Slow Down, Clean Up After Reeves Puts Fiber Contractor on Notice

After a drumbeat of complaints about torn-up yards, broken sprinkler lines, and open holes, the T-Mobile subcontractor pledges 48-hour restoration, better local oversight, and neighborhood-by-neighborhood work completion.

Mayor D.C. Reeves reported Wednesday that his administration reached a substantive agreement with Lumos—the subcontractor installing T-Mobile’s fiber-optic network across Pensacola—after months of resident complaints about shoddy right-of-way work left unaddressed across city neighborhoods.

• Speaking at his May 27 press conference, Reeves described a productive sit-down with Lumos leadership that produced concrete operational changes and, notably, an acknowledgment from the company that the problems were real.

“This was not a he-said, she-said, or we have it wrong, or our citizens have it wrong. They analyzed this and agree that this is not up to par.”
— Mayor D.C. Reeves

The mayor had previously sent formal letters to T-Mobile and to AT&T—whose subcontractors have generated similar complaints—demanding an end to recurring damage from fiber installation work, including broken irrigation lines, torn sod, and disturbed sewer infrastructure.

What Lumos Pledged

Reeves outlined five specific commitments Lumos made coming out of the meeting:

• Production cut by 50%. Lumos pledged to cut the amount of line being laid in city limits by half and will not increase above that threshold.
• 48-hour maximum restoration, same-day in most cases. If work begins in a right-of-way in front of a resident’s yard, it must be closed out within 48 hours. Open holes and exposed materials left sitting for days will no longer be acceptable.
• Local personnel on issues. Complaints will be handled by local Lumos staff with the ability to provide face-to-face, on-site support to resolve problems quickly in the field.
• Door hangers and advance notice. Residents will now receive door hangers and on-site notifications before work begins in their area, outlining expected impacts and providing direct contact information—something that had not been happening previously.
• Better oversight and proper restoration. Crews will be required to leave property in equal or better condition, including proper grading, sod replacement, and complete debris removal.

No More Stop-and-Start in Neighborhoods

Lumos also pledged to finish work in a neighborhood before moving on. Under the previous approach, crews would begin work on a street, leave, and return weeks later—sometimes while simultaneously working two separate stretches of the same road.

“If they begin working a neighborhood, they will close work in a neighborhood. It will not be the stopping and starting on different roads that causes all of this confusion and all of this inconvenience.”
— Mayor D.C. Reeves

Reeves acknowledged the long-term value of the infrastructure project, noting that Lumos is installing roughly 1.4 million feet of fiber throughout the county, providing access to approximately 125,000 families. The initial build-out is expected to be complete in early 2028.

• “We absolutely understand the value in having better, easier, more affordable and competitive options for access to the internet,” Reeves said, adding that he appreciated the company responding to residents’ concerns.