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:08/23/2024

  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 stopped service with bright speed and went with spectrum and notified bright speed that I no longer wanted their service but they sent me a $ ************************************************************ I may take legal action and took a picture of the note and bill. Then this month I got a bill for $138.86 and I don't intend to pay this because they didn't stop service and release my land line phone number to be hooked up by spectrum. I would appreciate your help with getting discontinuation of bright speed service.

  Business Response

  Date: 08/26/2024

  August 26, 2024
  
  Dear Mr. **********************
  
  I appreciate the opportunity to review the complaint that you submitted on August 23, 2024, regarding the disconnect and billing issue.
  
  Once researched, I found that the account was *************************** on July 8th.  The account currently has a $0 balance, nothing is due. I hope this information helps.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:08/23/2024

  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 have been without our landline for nearly 6 weeks awaiting repair by Brightspeed. We reported the issue the first time in July and waited weeks for the repair technician to finally arrive on Aug 8th. He stated he fixed a cut telephone line at the street. Our phone worked for less than 1 day and it went out again. After another very painful process of contacting customer service, the repair ticket was re-opened on Aug 9th. We were given a repair date of Aug 23rd! Today (Aug 23rd), Brightspeed contacted us via text to state our repair was now pushed to Sept 3rd--no explanation given! In the meantime we continue to be charged for phone service. This company is criminal to say the least. Everyone we speak to in our area who has Brightspeed complains about this company for their lack of customer service and the extremely long repair times. Avoid this company at all cost. Unfortunately for those of us with poor or no cell service, we rely on our landline.

  Business Response

  Date: 08/28/2024

  August 28, 2024
  
  Dear *****************************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 23, 2024, regarding the landline service issues.
  
  I reached out to our technical support team for review and customer contact.  The original September 3rd dispatch was escalated to August 26th.  Our technician was able to repair the cable cut to resolve the service issues.  A credit for one month of service was also issued effective today.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:08/22/2024

  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 have a landline phone with Brightspeed. The package I pay for is unlimited long distance with call forwarding to our voicemail number to a separate provider because Brightspeed does not provide voicemail in our area. Between June 20 and August 21, I have called the company a total of 16 times for a simple repair: to enact my call forwarding to my voicemail. After so many attempts my phone is still not functioning. This whole time, I have paid the normal monthly charges for a service I am not receiving. I have never talked to the same person twice. I have probably talked to 50 people, not a single one with English as a first language, even when I asked to speak to a supervisor. Multiple times, I was given misinformation, e.g. a wrong code to try from my end, or promised that Brightspeed provides voicemail in my area, when in fact they do not, and that the technicians would have it fixed in "24 hours".

  Business Response

  Date: 08/26/2024

  August 26, 2024
  
  Dear *********************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 22, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  The account was reviewed regarding the call forwarding issues and corrected.  We received confirmation from you on August 26th that all is now working via phone.  Two credits totaling $75.70 ($37.86 - $37.84)were issued on August 26th for the service issues.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 08/27/2024

   
  I am rejecting this response because:
  I would like to be credited at a minimum the full amount of the last 2 month's bill, which was the period in which I made approximately 17 phone calls to Brightspeed to unsuccessfully fix my voicemail service. 

  During this period, I was not only paying for services I was not receiving, but needing to spend many hours receiving incompetent care where I was needing to inform or correct information they were giving me.

  Business Response

  Date: 08/28/2024

  August 28, 2024
  
  Dear *********************,
  
  I am writing in response to your recent response rejection.I understand your frustration regarding the service issues you experienced.After a thorough review with our technical support team, we determined that the issues were related to the call forwarding service feature.

  
  As previously communicated, we have issued two credits totaling $75.70 ($37.86 and $37.84) to address the call forwarding service disruptions over the past two months. Our technical support team has confirmed that all other services were functioning correctly.

  
  Thank you for your understanding.
  
  Sincerely,
  
  
  **************
  Brightspeed - Customer Advocacy Group

  Customer Answer

  Date: 08/30/2024

   
  I am rejecting this response because:
  Even though the call forwarding was the "only" portion of my phone service that was not functioning correctly, my entire service was disrupted because the call forwarding was set to 1 ring or less, therefore, during much of the 2 month period I could not receive phone calls, in addition to callers not being able to leave a message. In addition, not only was the call forwarding simply not working, the entire time I was paying a separate voicemail service that was not functioning because the calls were not forwarded. Furthermore, multiple Brightspeed agents promised me wrongly on separate occasions during this 2 month period (after I let them know they were likely incorrect) that Brightspeed could provide voicemail. Luckily I did not cancel my other voicemail service until I confirmed the Brightspeed voicemail was working because it didn't, and it took 5 phone calls with multiple agents each call to figure out that voicemail could in fact not be provided. This is not competent customer care, and it is a small compensation for the time and frustration (in addition to lack of service) to remove the charges from the last 2 months. Thank you. And I hope you upgrade your training and informing of your staff.

• Initial Complaint

  Date:08/22/2024

  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.

  Had brightspeed put in fiber optic internet on july22 2024. They said they would bury the lines within 2 weeks. They lied.August 16th was scheduled to install...didn't show up for appointment...no call.Rescheduled for August 22....send a tech but no crew to bury the line.Repeated phone calls ....hang ****** hours on hold...finally scheduled again for August 31.Horrible company that lies directly to your face ......run away from brightspeed.

  Business Response

  Date: 09/05/2024

  September 5, 2024
  
  Dear *******************************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 22, 2024, regarding the issue with the line needing to be buried.
  
  Upon receiving the complaint, I noted that the scheduled completion date was initially set for August 31st. I understand that this date may have been subject to change prior to August 31st. I have confirmed with the area leadership that the issue was indeed resolved on the 31st. However, I would like to verify this with you as well. Often, changes in scheduled dates occur because these tasks are managed by our contractors, and we are sometimes dependent on their timelines.
  Regarding the credit you were informed about, I have made the necessary corrections, and you should receive the funds within the next few days back to your payment method on file.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:08/22/2024

  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.

  My name is *************************** and I am filing this complaint for my elderly mother *********************. Our complaint against Brightspeed is their unwillingness to fix my mothers phone issue. This is a shortage in the main box and every time there is a heavy rain everybody in the community loses phone service. Most of the community are elderly people and most live alone with elderly people health problems. My mother has one of those life alert necklace so to have her phone out could be and life or death issue. I would like to know if there are any plans at all to improve the infrastructure in this community or at least fix the problem in the box because they know exactly what it is because a tech told me this personally. So it they say they dont know they are lying.

  Business Response

  Date: 08/28/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 28, 2024
  
  
  Re: *************************;
  22180557
  Notice of Complaint Filed: August 22, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding his mother's chronic phone service issues. Upon review, we were able to escalate the repair ticket for 8/28. The technician repaired the damaged cable that was deteriorated. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

  Customer Answer

  Date: 08/29/2024

   
  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:08/22/2024

  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.

  I have had no internet service and this company has failed to provide a repair in a timely manner

  Business Response

  Date: 09/02/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 2, 2024
  
  
  Re: **********************;
  22180729
  Notice of Complaint Filed: August 22, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** service outage. Upon review, I was able to escalate the repair request and Brightspeed completed the repair on 8/30, restoring service. I submitted a 10 day out-of-service credit for $37.33, 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: 09/03/2024

   
  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:08/22/2024

  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.

  Ive been losing internet service for 12 hours a day typically between 10 am to sometime over night. Is typically working again by 2-3 am. This is rendering my service almost useless as it is only working when Im asleep. Ive talked to multiple people none of which could help me. I scheduled an appointment and the ticket has the incorrect address but they say they have the right one. I have to wait 10 days for a tech to come to my house and check their equipment. All the meanwhile I live just a couple block from some sub station where I see work vehicles parked and moved every day. Then ** told I cant get credit for the half service Im getting.

  Business Response

  Date: 09/04/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 4, 2024
  
  
  Re: *************************
  22177786
  Notice of Complaint Filed: August 21, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************' chronic internet service issues. Upon further research, he was impacted by an outage which has been resolved as of 9/2. His internet service has been connected and in sync since the outage was resolved. I submitted a $30 out-of-service refund, which will be refunded back to his original payment method in about 3-5 days.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

• Initial Complaint

  Date:08/22/2024

  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.

  this is an internet provider,They use to be Centurylink, anyways after *** stopped, I had received something in the mail that stated, the original $30 they were crediting on the account during ***[WILL] continue"and the Brightspeed monthly supplemental discount[ if you also receive it] I DID, so I continued to pay exactly what I was paying. I sent trackable mail, they received it, I made copies of all I have on them. They have cashed ALL checks indorced with Paid In Full,!I have been unsuccessful trying to get the bills for 12-23/01-24/02-24-- I have sent numerous emails, calls{they screen them,] they refused to allow me to speak to someone in the *** Dept.Because I refused to tell them what I wanted.I was to be issued a credit from December-23, due to pathetic service,2 weeks I couldn't even use it,I was sick and tired of calling these folks, they don't know English,&this is all the time.I can't watch TV without it messing up! This really concerns me that I can't change the Admin code ,because its not safe,,, my Mac tells me this.But yet we have the *** ***** told me they have to know my password.. Well I know this is illegal that's how someone got into my *********** lost everything.There bills are not broken down right.Where I live I have no other choice but to use these morons! I see on FB pp complaining all the time about their service.I promised them as soon as I got the chance I was going to stop their illegal practices! they say I owe over $300. No I don't I pay what I owe & that's it. I use to own a loan office!!! They also operate out of the same place Earthlink!!!!! Thanks for your service!!!

  Business Response

  Date: 09/03/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 3, 2024
  
  
  Re: ***********************
  22177091
  Notice of Complaint Filed: August 21, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** *** discount. She received an email from us before the date of 04/01/2024, stating that if the customer has *** with us, that discount would automatically switch to the ***** Brightspeed Accessible Internet) discount after the month of April.  It also states that their bill may change as the ****** Brightspreed Affordable Connectivity Program) will expire in APRIL along with the *** discount.
  
  Customers that transferred their *** discount to another company or failed to recertify before the expiration date, would no longer be eligible to receive the discount.
  The *** program ended enrollment for everyone on Feb 7, 2024, and the last month to receive that discount was the month of April 2024 per FCC rules and regulations.

   After further research, her *** discount was transferred out per the National Verifier on 04/01/2024. Once the *** is transferred out of our system, this makes the customer no longer eligible to receive the new BAI discount.

  ******************** internet service has been suspended due to non payment as of 8/29. The total amount due on the account is $389.82. I advised her that she would need to pay the past due balance to restore the service, which she declined. I provided her with instructions to return her modem if she no longer wants the service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***********************

• Initial Complaint

  Date:08/22/2024

  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 live in a very rural town in ************ called **********************, **. We are a very small town and cell service is notoriously bad, so many people still depend on their landline service as their only means of communicating with the outside world. In addition, the only internet service we can get is DSL, which runs through the phone line. This was managed by Centurylink, but was bought out by Brightspeed. Spectrum is in the process of laying fiber optic out here as part of the push to offer high speed internet access in rural *******. COVID-19 exposed many gaps in internet service and this is a push to rectify that issue. The issue is that the contractors for Spectrum are cutting all existing utilities, leaving many of us without landline or internet access for weeks. I have several neighbors who have been without service since the first of August. Many work from home or are students and need their internet to function. For us it is an inconvenience, but for many, loss of landline is dangerous. Many depend on their landline as their only way to call emergency services. In addition, I know several people who have been given estimated dates of restoration, only for no one to show up. Some of us have been told estimated restoration dates well into October 2024. This is unacceptable. I have personally contacted both Brightspeed and Spectrum and yet no one is doing anything to expedite this issue. Several people are elderly and they need to have a way to contact emergency services should something happen. I have called Brightspeed and Spectrum and have been in touch through ********* I left posts on both their pages and send private messages through ********* I have heard from Spectrum. They said they have sent it to regional directors and they are working to solve the issue, but cannot give me a date to restoration as it is not their product. Brightspeed has not responded at all. They don't show up and it could be October before service is restored.

  Business Response

  Date: 09/04/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 4, 2024
  
  
  Re: *********************
  22175450
  Notice of Complaint Filed: August 21, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************** chronic service issues. Upon further research, we have escalated the repair ticket, and it is now scheduled for 9/6/24.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************

• Initial Complaint

  Date:08/21/2024

  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 have lousy service in this area and I was forced this Brightspeed digital voice system installed. My service has been promised to be fixed by local people and people from ******* but apparently the headquarters said they will not fix the problem. The way it works it turns my home phone system into a cell phone system. When we call out gets a different number from what our home phone is including the prefix (area code). It doesn&#**;t fix the service quality to begin with. I have called them multiple times and left messages about the situation.

  Business Response

  Date: 09/04/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 4, 2024
  
  
  Re: ***************************
  22174843
  Notice of Complaint Filed: August 21, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************************** chronic phone service issues. Our repair escalation team has been working with ************************ to correct his caller id programming issue. His phone service is working and active.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************