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:09/02/2024

  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.

  On 8/21/2024 I purchased internet service with Brightspeed. My order number is **********. They told me that the install would be completed on 8/29/2024. There is an existing working dsl/phone line and jack in the home I'm renting, no problem there, even though they installed a new line, ok fine, whatever works best. They told me all I had to do was connect the modem I had already acquired and service would be on between 8a-5p 8/29/24. I waited patiently. At 5:11pm they sent a text saying they were working on the activation. At 10:21pm they sent another text saying my service activation was completed. WRONG. On 8/30/2024 I contacted Brightspeed CS only to get no answers as to WHY this happened and was told a technician would have to come out. They gave me a first available appointment of SEPTEMBER 30th. This is totally unacceptable. They told me I could check the calendar starting today for cancelations, which is total BS. There are no appointments at all from my point of view at all on the calendar, I checked through DECEMBER. This is totally unacceptable. I should not have to wait 6 WEEKS for new service. I have a school age child that needs reliable internet access. I expect an appointment earlier. I should not have to wait 6 weeks for service.

  Business Response

  Date: 09/13/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 13, 2024
  
  
  Re: *************************
  22228379
  Notice of Complaint Filed: September 2, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************' pending install escalation request. Upon further review, we were able to escalate and complete her repair and installation on September 10th. She was previously offered a one month credit, and I submitted the $55 adjustment. **************** confirmed her service is working and she is satisfied with the resolution. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

• Initial Complaint

  Date:09/02/2024

  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 technician came out on August 29, 2024, to install my service. I was at work. I gave my grandmother permission to give the Brightspeed technician access to the premises. I arrived home from work a few hours later. The internet was not working. There was also an unburied internet line lying across my front yard. The line is blocking driving access to my home. No one can drive in my driveway. I called Brightspeed customer service on August 30, 2024. I was told that no one was available to fix my service.

  Business Response

  Date: 09/14/2024

  September 14, 2024
  
  
  Re: **** King 
        Complaint ID: ********
        Notice of Complaint Filed: September 2, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of job completion and repair issues. When the case was received, a ticket was placed for repair. Our repair team showed all systems functioning properly, but there was no buried service wire ticket. A ticket was placed, and a team was dispatched on 9/9 to have the service wire buried. Our staff verified that the service wire had been buried per the contractor. Brightspeed would like to apologize for any inconvenience that this may have caused you.
  

  We want to reiterate our sincere apology for any issues caused by the experience and any inconvenience. We appreciate **** **** taking the time to contact the BBB to inform us about the matter.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:09/01/2024

  Type:Customer Service 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 are suffering from almost weekly internet outages on Sunday. At first we thought that something in the lines was getting wet and affecting our service, but it's no longer rainy. We are again without service waking up on Sunday cannot get in contact with representative to report an internet outage and the website outage reporter does not work. This is extremely frustrating and I'm beginning to think that it is being done on purpose. Yes I understand I don't have a way to prove that but it cannot be a coincidence that almost every Sunday we wake up without internet service (sometimes it goes out Saturday evening) and by the time everyone comes home from work/class/ect on Monday it is in working order. That makes no sense. I want to speak with someone about this that can explain to me what is happening and I want a review of my internet use per day for the last 4-6 months so they can see that it's not working on the weekends. I would also like it to be noted that it is impossible to get a hold of customer service on the weekend even though it is advertised that customer service is available 24/7, that is a lie if no one answers the phone and the website will not allow me to chat or send an email for further assistance.

  Business Response

  Date: 09/09/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 9, 2024
  
  
  Re: *************************;
  22225880
  Notice of Complaint Filed: September 1, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** intermittent internet issues. We created a repair ticket, and our technician completed the cable repairs on 9/6, restoring the service. I submitted a 6 day out-of-service credit for $11.38, which will be reflected on the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

• Initial Complaint

  Date:08/30/2024

  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 canceled service with them July 10, 2024. They canceled our service and we were charged again in August. We called them and was told their system messed up and they would process the money back. We were told we would receive $49 for the August mistake and $42.46 for the prorated fee since we canceled on July 10. We received the $49 refund but they WILL NOT give us the $42.46. We have spoke to four different people now all giving us the run around. So we then had a supervisor call and she was less than helpful. They are all full of lies.

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  
  Re: ********************;
        Complaint ID: ********
        Notice of Complaint Filed: August 30, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of refund issues. I have researched the case and found that the $49.00 was returned to the customers bank account, which was debited. The customer called to cancel service on 7/10 but didnt cancel until the end of the billing cycle on 8/7. There was no refund for those services in the amount of $42.46. The final bill amount of $49.00 is being erased from the billing and will be reflected on billing in two days as a zero balance, and the account will be ultimately settled. All credits have been applied, and refunds have been given. Rest assured, the issue has been resolved.
  
  We appreciate *********************** taking the time to contact the BBB to inform us about the matter. We understand that this situation may have caused some inconvenience, and we are grateful for your patience and understanding as we worked to resolve it. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/06/2024

   
  I am rejecting this response because:

  I called in and canceled the account on July 10th, but was charged again on Aug 7th.  So we are ultimately owed the additional $42.62 or whatever that amount that we are owed and promised by two (2) different customer service reps. ********** need to make this right for me as the customer, because they charged me on two (2) different occasions and dates AFTER our cancellation date.  Brightspeed needs to make this right for me and the mess up on their end.

   

  thanks,

  
  

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  Re: ********************;
        Complaint ID ********
        Notice of Complaint Filed: August 30, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, you canceled during a billing cycle and will not be reimbursed for the leftover billing cycle time period, as the services would have still been active during that time frame. However, we have rectified the other billing cycles where you were billed on accident, and these have been credited back to your card or credited back in the system, leaving the account at a zero balance and closed status. We hope this resolution provides reassurance. 
  
  Again, we appreciate *********************** taking the time to contact the BBB to inform us about the matter. We deeply regret any inconvenience or frustration this may have caused, and we apologize for any issues caused by the experience.
  

  Sincerely,
  

  **************

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

  
  

  Customer Answer

  Date: 09/09/2024

   
  I am rejecting this response because:
  
  I still do not agree that I was charged AFTER the account was closed and they claim this to be on accident.  I want my money that was taken from my account and that two different **** from your company promised me that I would get back.  I have screenshots that I can provide if needed to back up my claim.

   

  thanks

  Customer Answer

  Date: 09/10/2024

  Screenshots of my previous conversation with Brightspeeds **** have already been provided when the complaint was filed.  Let me know if I need to submit them again.

   

  thanks

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  
  Re:********************;
       Complaint ID ********
       Notice of Complaint Filed: August 30, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, you canceled during a billing cycle. You will not be reimbursed for the leftover billing cycle period, as the services would have remained active during that time frame. The account is at a zero balance, providing reassurance that there are no outstanding charges. I know the agent told you about a refund of $42.26, but proration balances do not apply in this situation. Brightspeed is sorry for the misinformation. We hope this resolution provides reassurance. 
  

  Once again, we appreciate *********************** proactive step of contacting the BBB to inform us about the matter. His feedback is valuable to us. We sincerely regret any inconvenience or frustration this may have caused, and we apologize for any issues caused by the experience.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:08/30/2024

  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.

  Account number: *********** This issue began on: 8/27/2024 I was told on several occasions different answers to my problem. I was told I needed to pay my bill, which I did. I was told internet would be restored within 24 hours of payment. Which it was not. I was told there were outages. Which is a lie because my ************ have the same provider whose internet is working fine & has not had any issues. We are also on the same property with two separate houses so its not hard to discover. I was told my modem is outdated and I need a new one but 0 resolution on how to get a new one or even get a technician. (This was on a phone call incident specifically) I was told ALSO that It will not work until 9/2/2024 & I will not receive a refund in payment of the dates it will not be working until after service is restored. Which I cannot receive. There are no internet outages in my area or with my business who also uses the same provider. (I own the establishment so I would know forsure if the internet was disconnected there) I was offered no ************ would just like this handled.

  Business Response

  Date: 09/10/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 10, 2024
  
  
  Re: **********************;
  22221301
  Notice of Complaint Filed: August 30, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************** chronic internet issues. I escalated her complaint to our Repair Escalation Team and we have tried reaching out to her multiple times with no response. Her internet service is connected and in sync.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************

• Initial Complaint

  Date:08/29/2024

  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.

  On 8/9/2024 I noticed a pile of freshly dug up dirt next to a grey square lid labeled fiber in my front yard. What a shock, since no one asked permission to run cable in my front yard!On 8/15/2024 I called brightspeed and requested it be removed, was given reference number ******* and told it would be done on 8/22/2024.To my disappointment it did not get done! I would appreciate it if brightspeed would remove the fiber cable and replace everything as it was originally!

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  Re: *************************;
        Complaint ID: ********
        Notice of Complaint Filed: August 29, 2024
  
  Dear ****************:
  

  We are grateful for the opportunity to review the details of the line removal issues that you brought to our attention. Upon receipt of your complaint, I spoke with the regional operations supervisor in your area, and he stated that the fiber was laid in the utility right of way and needed not to be removed from the area. However, he will have a contractor come out and remove all the excess dirt that is on the property. Brightspeed would like to apologize for any inconvenience that this may have caused you.
  
  We appreciate *************************** for taking the time to contact the BBB to inform us about the matter. We want to assure you that we are committed to resolving this issue and ensuring your satisfaction. We apologize for any issues due to the experience and inconvenience. 
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/12/2024

   
  I am rejecting this response because: The fiber is directly in my front yard, I requested that the fiber lines and everything attached with it be removed and my yard be restored to it's original condition immediately!!!

   

   

  
  

  Business Response

  Date: 09/14/2024

  September 14, 2024
  
  
  Re:*************************;
       Complaint ID ********
       Notice of Complaint Filed: August 29, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, the fiber was laid in the utility right of way and should not be removed from the area. However, we have arranged for a contractor to come out and remove all the excess dirt on the property. Again, Brightspeed apologizes for any inconvenience this may have caused you.
  

  Again, we appreciate ******************************* taking the time to contact the BBB to inform us about the matter. We deeply value your feedback and are committed to ensuring your satisfaction. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/16/2024

   
  I am rejecting this response because: It does not resolve the issue which is that with out my  permission you trespassed on private property and defaced my property! The only acceptable resolution is to restore my property to its original condition and remove All underground fiber. I humble beg of you to please consider this as the only acceptable resolution! Thank you in advance!!!

   

   

  
  

  Business Response

  Date: 09/18/2024

  September 18, 2024
  
  
  Re:*************************;
       Complaint ID ********
       Notice of Complaint Filed: August 29, 2024
  
  Dear ****************:
  

  We understand your dissatisfaction with the dig in your area and we apologize for any inconvenience this may have caused you. As previously stated, the fiber was laid in the utility right of way and should not be removed from the area. The right of way is free to be used by utilities. Again, Brightspeed apologizes for any inconvenience this may have caused you.
  

  Once again, we want to express our sincere apologies for any issues caused by the experience and any inconvenience. We appreciate *************************** contacting the BBB to inform us about the matter. We deeply value your feedback and are committed to ensuring your satisfaction.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:08/29/2024

  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.

  Our internet service with Brightspeed has been out since August 2. Weve had two technicians come out in the past three weeks to identify and restore services. Each time service was not restored and ticket was closed. Ive made numerous phone calls and chat messages (4 times today). They said the technician would be out today. It is 4:30 and we have not seen or heard from anyone. In my last conversation today I asked for an ETA from the driver. They said they messaged him and he should send it. We did not receive it. Id like my **************** restored

  Business Response

  Date: 09/04/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 4, 2024
  
  
  Re: ***************************
  22215774
  Notice of Complaint Filed: August 29, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************' internet service outage. Upon further research, we completed the cable repairs on 9/3, restoring service. I submitted a one week out-of-service credit for $15.97, which will be reflected on the next billing statement. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

  Customer Answer

  Date: 09/06/2024

   
  I am rejecting this response because:
  Service was restored but they will only give me a one week credit on my bill. We were without service for the entire month of August. *** requested a one month credit but they have not responded back to me yet. 

  Business Response

  Date: 09/10/2024

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  September 10, 2024
  
  
  Re: ***************************
  22215774
  Notice of Complaint Filed: August 29, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************' internet service outage. Upon further research, she was out-of-service for 23 days total. The total credit amount for 23 days is $51. We credited $15.97 previously, leaving the remaining credit $35.03. I submitted the remaining $35.03 credit, which will be reflected on the next billing cycle.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

  Customer Answer

  Date: 09/12/2024

   
  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:08/29/2024

  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.

  Cannot access my email account because its been locked every since brightspeed took over embarqmail. Just finished a chat in which I informed them the resolution they gave me/link to change password was not working. The apologized and stated there was nothing they could do. Surely this can't be true. If they are not knowledgeable/have expertise in password resets - then why are they in existence.

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  
  Re: ****************************;
        Complaint ID: ********
        Notice of Complaint Filed: August 29, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of email password reset issues.  In order to regain access to the former email the customer must complete the following steps:
  go to ******************************************** and use the chat feature.
  Per chat will webmail recovery:
  Please refer to this link to reset the password: *******************************************
  Enter your Centurylink Email Address
  Then enter your recovery email that matches what we have on file or your recovery phone number that we have on file
  You should then receive a message allowing you to further set up your new password
  You can bookmark the link on your browser to access Webmail from there
  

  We appreciate ***************************** for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:08/29/2024

  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.

  On August 6th, 2024, after a week of random internet disconnects, I contacted Brightspeed. This was after trying to ***ort an outage (which you cant do, by the waythe system checks itself and tells you there isnt one). I ended up talking to a customer service *** on the website chat feature, who then scheduled a technician to come out on August 20th, 2024, 3 weeks after, or a total of 4 weeks of this issue being present. I drove a 20 mile round trip to town and back to use the chat function to talk to a ***resentative again to see if I could get an earlier appointment, which, according to them, wasnt possible.On August 19th, after 3 weeks of waiting and the day before the tech was supposed to come, I get text messages saying they werent going to be able to come look, and it was rescheduled for September 27th, 2024, *another 3 weeks out* for a total of 7 weeks of this issue. As I am writing this, the issue is STILL happening, and I have another 3 weeks to wait, which isnt even a reliable estimate, as any time Ive ever had to contact customer service for an issue, it can take weeks to months to solve an issue (they sent me 3 modems, 2 of them the wrong type) to fix a problem, which wasnt the issue, and a tech later showed up 2 months later for a 10-minute fix to the actual issue on the line/box outside).The issue that Ive been facing (contacting by phone isn't possible due to the nature of the issue):The phone line will be in use and have static randomly throughout the day or night when this happens, when the phone is not in use. After changing out to my new DSL splitters, the issue still happens. This used to happen once or twice a year a few years back, but now happens every day, multiple times a day. Sometimes, the phone line will work fine, others, it will either have no dial tone or will be in use and when picked up, will have a busy signal, as if someone has tried to call out or reached a busy number.

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  Re: **********************;
        Complaint ID: ********
        Notice of Complaint Filed: August 29, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of billing adjustment and repair issues.  After researching your account, I contacted dispatch and moved your repair date from 9/27 to 9/10. A technician will be out on this new date. I also placed a credit of $26.82 on your account for the out-of-service days from 8/20-9/10, which will show up on your next billing cycle. Please be assured that we are committed to resolving this issue. Brightspeed would like to apologize for any inconvenience this may have caused you. 
  

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

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/11/2024

   
  I am rejecting this response because: the appointment was missed. I took off from my 2nd job yesterday to wait for the tech.

  The issue still persists as well, including the phone line noise during phone calls (despite getting new DSL splitters), and the random disconnects of the internet affecting my other jobs and endeavors.
  

  
  

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  
  Re:**********************;
       Complaint ID ********
       Notice of Complaint Filed: August 29, 2024
  
  Dear ****************:
  

  We are grateful for your patience and understanding as we reviewed the rebuttal details in the rejection complaint. Due to a low number of techs in your area, we had to reschedule your appointment to 9/24. Your credit has been extended to that day. We hope this helps to make up for the inconvenience you are experiencing. 
  

  Again, we appreciate ************************* taking the time to contact the BBB to inform us about the matter. We sincerely apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:08/28/2024

  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.

  On April 17, we signed up for Brightspeed Internet. On May 25, the services were finally installed. On July 8, Brightspeed sent someone out to install a neighbors Internet. When they were installing the neighbors Internet, they damaged our line. Our Internet never was restored. We waited for almost 6 weeks with Brightspeed constantly telling us they would have someone out to fix it. After nobody showed up, we canceled the service. Now we re-ordered service to see if being a new customer would help get them out here. They yet again have missed The installation date and has failed to give us an update.

  Business Response

  Date: 09/09/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 9, 2024
  
  
  Re: ***********************
  22212070
  Notice of Complaint Filed: August 28, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************** service installation delay. Upon further research, the order was delayed due to the buried service line request. The buried service order has been completed, and his service has been activated as of 9/6.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***********************

  Customer Answer

  Date: 09/11/2024

   
  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.