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.

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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.

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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.

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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.