FiberFirst Reviews 

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.

Purchased the 2gig speed. Good intro price locked in for 2 years.

They installed the cable and router. Wireless speeds are only .5G (500M), they didn't say that when they sold it to me. You have to be wired to get the 2G. However, there is only a single 2G port in their modem/router.

If you want to get higher wireless speeds, you have to buy your own wifi 6/7 router and then have a tech come out and put their modem on "Bridge" mode. I tried to do it myself, but had no password to the modem (I have the password to my ATT modem).

THEN, when their guy came out to bury the cable, he cut my ATT fiber cable, which I'm still using.

So now I have to have ATT come out and fix the cable and then send the bill to FiberFirst and hope they pay for it.

As soon as my ATT fiber is fixed, I'm about to kill the FF and stay with ATT.

We were so excited to have fiber speeds at a lower cost. However, we have been “on hold” for hours with nobody available when our service went down on a Friday night. There was no notification, no accountability! We can’t access basic internet or stream anything and we can’t reach anyone until “business hours(M-F)”. I would gladly pay more for accountability, notifications, etc. RUN AWAY!!

I have been a loyal customer for over two years, which makes this experience even more disappointing.
My biggest issue is being forced into auto-pay with no option to continue making payments manually. Customers should have the freedom to choose how they pay their bills, especially long-time customers who have consistently paid on time and supported the company.
To make matters worse, their customer service experience is frustrating. While trying to communicate with a live agent, their AI system repeatedly interrupted the conversation with messages such as "I don't understand," even though I was already speaking with an agent. Instead of helping resolve my issue, the AI created confusion and made the process more difficult.
The combination of mandatory auto-pay, poor customer service, and an intrusive AI system has left me looking for another company that values customer choice and provides a better customer experience.
I cannot recommend this company based on my experience.

Power outage every day. I work remote and every other week I have to use my mobile hotspot. This is garbage period!
Average outage length between 1 hour and buffering weekly. On weekends, 30 minutes to 1hour and sometimes 4 to 5 hours with made up excuses. I am going back to Spectrum.

There is NO customer service no matter how you try to reach this company. The installer did not speak English and left a huge mess where he drilled through our wall and brick exterior. Have had basic internet service with no problem but realizing that the Amazon offer is probably a scam.

If Fiber First bait and hooked you with a $100.00 Amazon credit - its a scam. You cannot copy and send them a copy of the bill they send you. There is no CS. I talked to a guy on the help line and he insulted me twice. I sent an email to the person in charge of CS and no answer. My speed is 212 down and 265 up no better than Cox cable. They are just cramming in so many new clients just to sell the list to Google so they can get rich.

Long unexpected outages with no solid information for restoration

Internet worked well for the first few months, but this weekend it went down. The “24/7 Residential phone line” took my number Saturday afternoon for callback, but it took until Monday morning for that to happen. Almost 48 hours. We all had to scatter to other places for work and study.