Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avoid bright speed if possible. We put in a service request over 6 mos. ago for service to our new home and still no internet. *********** changed their name but, not their horrible customer service.We requested the service close to 6 mos ago and first thing they did was s no the wrong tech. Informed us we needed a drop line. Which we had informed them in the beginning it was a new build. We talk to *** and they say the order was put in and a contractor will come install the line. Wait, few weeks and nothing so I call them and the *** pushes the complaint to escalation department. Wait a bit and call them back and was informed that the contractor hadnt come out because it was a $300 fee for the dropline to be installed. First time wed heard about it so in laments terms we told them to shove it we didnt want their service. Fiber optics was coming in and wed wait. Fast forward to roughly a month ago. I walk outside to find a worker ditch witching a line thru our 15 acre hayfield. My first thought was they sped up installing fiber optic line. Nope, brightspeed contractor installing a dropline. My husband spoke with him and said the lines almost finished and we needed internet for our business. Unauthorized drop lines installed so we call brightspeed to have a tech come out and install phone **** and modem. Here we are close to a month later and 4 tech no shows at all, probably 20 csr conversation, atleast 10 supervisor, 5 or 6 managers. STILL NOTHING.. A tech is supposed to show today and we called this morning to verify. If not Im fed up enough to proceed with legal action. My attorney said destruction of personal property and unauthorized something another. The company has nothing in writing or verbal giving them authorization to install the line but, they have me telling them I wasnt paying and to shove it. I know this will not be resolved but, atleast anyone that sees it will avoid Brightspeed if possible. *********** would atleast lie with a smile!!!

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  Dear ****** *****,
  
  I appreciate the opportunity to review the complaint that you submitted on September 16, 2024, regarding the service issues.  We found that an FCC complaint was also filed.  Here is a copy of our FCC response.
  
  September 20, 2024
  
  *********************************
  Consumer Inquiries and *******************
  ********************

  
   Re:         *****, ****** IC 7301328
                  Notice of ***************** Date 09/13/2024

  
  FCC CICD

  This letter is in response to the complaint filed by ****** ***** who states they have had issues with Brightspeed installing internet at their residence.

  Brightspeed regrets any service issues experienced by ****** *****. Records indicate there was a repair ticket dated for September 19th. The technician isolated the issues to a damaged cable. This was repaired and service issues resolved. Brightspeed strives to restore services as soon as possible; but when there is a service loss, the restoral time depends on many factors, including the cause of the loss of service, work required to restore service, and technician availability. Credit was provided for the time without service.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience they may have experienced
  
  Sincerely,
  
  
  ***** *.
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:09/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed internet has bought out CenturyLink internet in ********. I have receipts for my payments every time I pay my bill on my account. Apparently, Im being charged ****** dollars for allegedly not making a payment. The billing is ***** dollars a month. My billing is increasing and Im unaware of this. My last payment was August 8, 2024 $68.69

  Business Response

  Date: 09/27/2024

  September 27, 2024
  
  
  Re: ****** Dale 
        Complaint ID: ********
        Notice of Complaint Filed: September 16, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing adjustment issues.  After a thorough review of your account, I've discovered that your billing is increasing due to the account being paid a month behind, resulting in a late fee of $18 each month. I've taken the necessary steps to remove the accrued late fees. The issue began with the first payment of $69.52, which was returned due to insufficient funds. The billing balance was then carried forward to the June statement. The current collectible amount due to Brightspeed is $136.65. If you have any further questions or concerns about your billing, please feel free to contact me directly at ************. I'm here to assist you.
  

  We are grateful for ****** ****** patience and understanding as we work to resolve the billing issue. We also appreciate her taking the time to contact the BBB to inform us about the matter. We sincerely apologize for any inconvenience this may have caused and assure her that we are doing our best to rectify the situation.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ****** ****

• Initial Complaint

  Date:09/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing on behalf of my parents in *******************. They have had the same home phone number for the last 50 years, now serviced through Brightspeed. Over the last 2 years, they have had the worst service ever. The phone service goes out sometimes days at the time. They are in their 70s. My Dad does have a cellphone, but if he is gone and my Mom has an emergency, there would be no way to call for help and she does not drive. This week their phone has been out since Wednesday, today is Sunday. I have called twice now with no help.

  Business Response

  Date: 09/16/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 16, 2024
  
  
  Re: ******* ********
  22288564
  Notice of Complaint Filed: September 15, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding her mother's chronic phone service issues and her claim that as of Sunday, she has called twice and no one was able to help her. 

  Upon further research, Ms. ******** called on Saturday, 9/14 and spoke with our repair department about her mother's phone service outage. The agent completed the troubleshooting steps on our end before creating a repair ticket. Because of the medical necessity, we escalated the repair ticket and scheduled it for 9/17. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* ********

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Brightspeed Sept 6 about no service on the business phone line717-349-7386 and they never scheduled a repair. I called back on Sept 9 and ask if they could possibly get it checked sooner and I was informed we had no appointment she told me it wouldn't be until the 16th. We are very dependent on phone service for the business so this is very unacceptable and costly for us. Still waiting.

  Business Response

  Date: 09/17/2024

  September 17, 2024
  
  Dear Mr. ******* ******,
  
  I appreciate the opportunity to review the complaint that you submitted on September 14, 2024, regarding the service issues.
  
  I found that a pending repair dispatch was already pending for September 16th.  Once reviewed I found that our technicians were able to repair the cable issue to resolve the service issues.  A credit has also been issued to the account effective today for the service down time.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** *.
  Brightspeed - ***********************

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to have my brightspeed installed on September 5th. I took off work in the morning however it turned into many hours of waiting for a technician despite it saying theyd be there at 8am. I went to work and then was notified that a technician was on the way at 1230 on 9/5/24. The technician was not able to install the service due to the fiber lines not being buried properly. My date of service has changed about 6 times without them notifying me. I have missed work. I need **** to do my job. Now I am told it will be a month late for the install. I would not have relied on this service had I had known it was going to be a huge burden on my whole month. The technician said they are not busy at the moment and it has slowed down but described that this company was very poorly ran. I am so frustrated with the whole process and brightspeed has the worst customer service Ive ever experienced.

  Business Response

  Date: 09/28/2024

  September 28, 2024
  
  Dear Mr. **** ******,
  
  I appreciate the opportunity to review the complaint that you submitted on September 13, 2024, regarding the fiber installation and its delays.
  
  I found that the initial order that was pending for September 5th, now shows canceled. Our technical support agent and I have reached out to you via email to confirm if you are still wanting the service but have not received a response.  You should have two separate emails in your in box.  If you are still wanting the service, please let us know so that we can work on that for you.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ******* *.
  Brightspeed - ***********************

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late may and June of 2024 we had problems with our land line, the eventually found the line had to be replaced. service was in and out for many weeks. in June i asked for a credit and was told i would receive a 30 day credit. i called about it in aug and the said it takes a few billing cycles to appear, so i called today and they said there was no record of it. they said they could give me a 20 day credit. i feel this is a dishonest practise. i tried to report the complaint on their website and every time i click on it, it says " page unavailible".

  Business Response

  Date: 09/16/2024

  September 16, 2024
  
  Dear Una ******,
  
  I appreciate the opportunity to review the complaint that you submitted on September 13, 2024, regarding the billing issue.
  
  I was able to confirm that a $52 credit was issued on September 13th. I issued an additional credit for $20.48, effective today to total $72.48. The account balance is now $0.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  ***** *.
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The speed of our plan is supposed to be 10mbs and we rarely get that. We are lucky to get 1mbs. The attachments show the speed over a 15 minute time frame, never reaching above 1mbs. Service is consistently slow and unreliable. I feel like I'm paying and not receiving the promised product.

  Business Response

  Date: 09/14/2024

  September 14, 2024
  
  
  Re: *******************************;
        Complaint ID: ********
        Notice of Complaint Filed: September 12, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of speed issues.  A repair ticket was created for the customer's claim of slow speeds. The customer was contacted with the technician's date. We want to assure the customer that our assistance is always available, should they need it in the future. 
  

  We understand that ************************************* decision to contact the BBB was a result of her frustration. We appreciate her taking the time to inform us about the matter. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

  **************
  Brightspeed Customer Advocate
  
  CC: *********************************
  

  
  

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed is not fixing service that is paid for. They have been out multiple times and it is still tore up. My ************ are older and need to be able to reach family and emergency services. We want this permanently fixed and a price adjustment for all the troubles

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  Dear ******* *******,

  I appreciate the opportunity to review the complaint that you submitted on September 10, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  I found 4 dispatch tickets; the first one was cleared on September 3rd after a pedestal reset.  The next two repair dispatches (9/13 and 9/18) show to be customer cancelled.  We currently have a pending dispatch pending for September 23rd after the two prior dispatches were cancelled and a reply via email about the service still needing some trouble shooting.

  You also have our direct contacts (our repair agent and mine)as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** *.
  Brightspeed - Customer Advocacy Group

  Customer Answer

  Date: 09/20/2024

   
  I am rejecting this response because:absolutely none of our repairs were canceled by us. After the repair is complete, I do expect my uncle to have his bill modified to make up for all this hassle 
  

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  Dear ******* *******,
  
  Regarding your recent rejection, I received an update on September 22nd where one of our technicians called Mr. ******* ton confirm that the service issues have been resolved. I issued a credit for the service downtime effective today in the amount of $25.00 
  
  Sincerely,
  
  
  ***** *.
  Brightspeed - ***********************

  Customer Answer

  Date: 09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed has been running new promotions for either my internet speed at half the price of what Im paying now, or for double the speed. When I called in they made all the excuses under the sun as to why they couldnt discount my current plan, or increase the speed. On top of that, the fiber cable servicing the house was burried properly and is now exposed. I couldnt even get the call center manager to dispatch on that issue. This company really needs to be held accountable for its lack of customer service. I would leave this company if they werent the only internet provider in my area.

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  
  Re: ***** Markovich 
        Complaint ID: ********
        Notice of Complaint Filed: September 2, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of market pricing issues. I have reviewed your account and see that you have the highest available speed for your location. The fair market price in your area when you registered for service was $79 for 1G. I added a $20 loyalty discount to your account to reduce the price point to $59. I hope this helps. I have also submitted a ticket on your behalf to the buried service wire team, which is reviewing your buried drop, and someone will contact you on that matter. Brightspeed wants to sincerely apologize for any inconvenience that this may have caused you. We understand your frustration and are committed to resolving this issue.
  

  We appreciate ***** *********** initiative in contacting the BBB to inform us about the matter. His feedback is valuable to us, and we apologize for any issues caused by the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ***** *********
  

  
  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Brightspeed on behalf of my Parents who are in there late 60's my dad has a lot of health issues and we live in an area where our cell phones do not pick up unless connected to wifi. On july 31st I called to report my parents phone was out and internet. I was given a date of August 15 for them to come fix it. August 14th rolled around and I received an email that it would be August 26th before a tech would be out. August 25th came and I received an email that it would be September 26th before a tech would be out. I have called non stop and I am being told they can not have anyone available at all to come out until the 26th of september. I was told because of the storms. We did not get any storms around the time my parents things went out. They sure don't mind sending my mom a bill. I just think it is not right to make people wait 2 months to receive any kind of help. With my parents being older and with my dads health problems if something happened they would not be able to even call 911 which is not right at all. If they can not fix the issue on a timely matter then it needs to be sold so we can get another service.

  Business Response

  Date: 09/12/2024

  September 12, 2024
  
  Dear ***********************************,
  
  I appreciate the opportunity to review the complaint that you submitted on September 9, 2024, regarding the service issues for your parentsaccount.
  
  I found that we had a pending dispatch for September 26th,after two others were rescheduled.  I was able to escalate the dispatch to September 11th to resolve the service issues.  I also spoke with ******************* today and confirmed that all is working well now.  A credit for the service down time was also issued.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 01/02/2025

   
  I am rejecting this response because:
  My mother in law has been without a phone since the start of December. She is with Brightspeed for internet and for phone service. I did an online chat for her in December as was giving a date for them to come out 18th. Nobody showed up December 18th called back was giving a date of December 31st nobody showed up called in and they said oh December 31st 2025. First of all that is a year from now who does this? Then i was giving a date January 2nd, well that is today nobody has showed up. I was now giving a date of 1/3 so we will see. Let me point out my mother in law i almost 80 she lives in an area where there is no cell service her internet and phone is out so if something happened there is no way for her to call anyone. This company needs to get there stuff together people should not have to wait for months to have something fixed. If something happened to her there is no way for her to call anyone there is no way for her to communicate with anyone. And when we call we should not get a different story from each person and who in the world puts a ticket out for over a year from now? This company makes no sense what so ever 

  Desired Resolution:

  Repair

  
  

  Business Response

  Date: 01/08/2025

  My response was sent to the BBB on 9/12/2024 advising of a 9/26 dispatch that was escalated to 9/11 and per the customer, Mrs. ******* (the mom) the services were repaired and working.  Ms. ****** ********* never responded to the BBB, so the complaint was closed by the BBB as answered on 9/18/24.

  Fast forward to January 2, 2025, Ms. ****** ********* rejected the same complaint but now the complaint stated of service issues with her in-laws.  We searched for an account with her name and email and the only accounts that pulled up were for her parents (******* *******) and an account under her name.  Ms. ****** ********* never mentioned the in-laws name, account number and or different location/address.

  Per the original complaint (9/10/24) we contacted the parents, and they mentioned that all was working.  Ms. ****** ********* also emailed us to advise that they were able to have someone repair the service issue for her in-laws.  Again, no way for us to know who Ms. ****** ********* meant in the rejection without any account information or names.