Lumos Fiber tells Green council it expects fall completion, offers hotline for restoration issues

Lumos Fiber representatives told the Green City Council on March 24 that the company expects to complete the citywide fiber construction by this fall and urged residents to report any restoration issues through the contractor’s construction-support line.

George Kemp, director of construction relations for Lumos Fiber, told the council the company prioritizes visible restoration and homeowner communication during construction. “We care about you,” Kemp said, describing advance notices, door hangers and daily street sheets the company distributes to keep residents informed. Kemp said Lumos employs local staff in Green rather than relying solely on prime contractors and pledged follow-up when restoration is delayed.

The presentation and extended Q&A focused on three practical concerns: who to contact for problems, how quickly restoration will be completed, and whether every street in Green will be served. Kemp and his colleagues gave residents a construction-support number and described the company’s ticketing and tracking process. “If you call that number, they’ll open a ticket,” Kemp said, adding that the company expects a response to the homeowner within 24 hours and aims to address restoration issues within one to three weeks depending on the work type.

Matt West, identified by company representatives as the director of construction for the region, said his team uses stricter internal timelines for resolving complaints. “I want that homeowner contacted within one hour,” West said, and he described restoration timelines ranging from one day for simple fixes to up to three weeks for complex concrete or driveway work.

Council members pressed company officials on scope and logistics. Council Member Noble asked whether the build covers 100% of city residents; Lumos representatives said the company will serve public roads across the city but must negotiate access to private roads or gated HOA communities and may stage service drops at the roadway until agreements are reached. Kemp said the typical build mixes underground conduit and some aerial work where pole-attachment agreements are required, but that pole agreements can take many months, so the company frequently favors underground construction.

Council Member Maker thanked the company for its responsiveness and said constituent calls have been fewer than expected. Mayor (name not given) urged residents to call the construction-support number for restoration concerns and told the council the administration will intervene if multiple unresolved complaints surface.

On operational questions, Lumos said it can share a KMZ file showing month-by-month build progress and footage completed. Kemp estimated that once construction passes a home, service can be lit within about 60 days. The company also said it holds contractors responsible for one year of restoration work and tracks outstanding restoration items beyond seasonal delays.

The presentation closed after council members and the mayor encouraged residents to contact Lumos and the mayor’s office if restoration problems are not resolved.

What happens next: Lumos representatives said they will provide build maps, a percentage-of-completion figure and contact information for follow-up; council members asked staff to continue monitoring complaints and restoration outcomes.