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:08/06/2024

  Type:Product 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 Cancelled my service on March ******* approval # ********** and was to get a refund of $732.62. I have called on the following dates : 5/21/2024,6/14/2024,6/24/2024,6/26/2024,7/17/2024, and 8/6/2024. I have employee's names and Id #s and a log of what in was told but I still have not been issued my refund. I would like my refund issued and I think that Brightspeed also needs to pay late fees of $64.00 for the four months that they have been late paying me my refund. Please help me get my refund !

  Business Response

  Date: 08/16/2024

  August 16, 2024
  
  
  Re: ********************;
        Complaint ID: ********
        Notice of Complaint Filed: August 6, 2024
  
  Dear ****************:
  

  We appreciate the opportunity to review the details of your refund issues. Upon receipt of your case, I immediately researched the refund and got with the refund department. We put in an inquiry ticket on the whereabouts of the refund since it was never received. They issued another check on 8/9, which will be sent to you via postal mail in 7-10 business days. Rest assured, we are doing everything we can to resolve this issue.
  

  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:08/06/2024

  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 had nothing but problems since October 2023. At that time the issue was that somehow someone else name suddenly appeared on account and was showing up on caller id. I have no idea who this person was ..*** took almost 2 months to correct this issue. Then this past March, my internet, which was never great continually crashed, then it became so slow it was almost unusable. Not only that but my landline service was so bad people could hardly hear me .. please note as I live in a rural area cellular providers including T-Mobile have deemed area a cellular desert , that means without Internet I literally have no cell service, thus the reason for the landline. I have had 4 scheduled tech visits where tech literally went to an address I have never been affiliated with other than used my phone to help friend get phone service 8 years before, yet that is where techs went . I have lived at my home over 27 years so truly don't understand this. 1 tech even stated he had finished repair and service was good ..it was not my service nor my home and it was 4 miles away. I finally I thought got this all corrected. I was wrong. I have continually gotten run around yet as if today 08/06/2024 I have slow Internet that ******* out continually, I can only have 1 device in use at a time, I've been given excuses, from old lines, collusions in line modem not in good spot, etc. I have spent over 400 hours contacting them. A simple filter fixed all landline, 9 tech visits later, and to date I'm still not getting reliable let alone decent service. But yesterday I had a scheduled confirmed appointment for no dial tone on landline. Recieved update if time for repair. when I atrempted to track tech it said no ticket .. 4 calls later told tech was still coming that was at 236pm at 310 while still on with BS I was told app was canceled .. I need that due to heart monitoring also this is affecting the other 3 property owners on my road.. 32 days stayed home for tech visit and still nothing

  Business Response

  Date: 08/12/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 12, 2024
  
  
  Re: *****************
  22099188
  Notice of Complaint Filed: August 6, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ************** chronic internet issues. Upon further research, the repair ticket was completed on 8/6. Her phone had no power due to the battery pack being dead. We found no trouble outside to the **** ********** has 10M with us and high bandwidth usage has been detected, which is the cause of her internet dropping and slower speeds. Unfortunately, 10M is the maximum speed available at her address at this time. I submitted a 15 day out-of-service credit of $21.62, 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: 08/12/2024

   
  I am rejecting this response because: The battery pack they are referring to is there in house battery meant to keep customers phones alive during outages, not just a little battery pack on my phone.

  Second as to bandwidth this is a response that seems hard to fathom . I use 1 cell phone . As I live in cellular desert I use phone for everything and bandwidth was never mentioned in March, only when I started to inform I would report to BBB.

  I pay for 10mbps but I don't get nearly that I literally can only use 1 device at a time, and have been told that I should turn off and unplug TV and clear cache on phone that may make it better. Even if it did, which it doesn't that doesn't correct all the times internet goes down .the damage it has done to my office computer, basically means we will have to invest in new computer and printer sooner than later.

  They need to update our almost 100 year old lines and bring us into 2024.

   

  Finally it is not just me it is other property owners on road..

  They need to bring our wires 

  
  

• Initial Complaint

  Date:08/06/2024

  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.

  No home phone service.86 year old Mother that lives alone and her home phone is her only way to communicate.I have emailed, on chat, and even a real person. Not a single answer has been provided. There was a internet company that CUT THE LINE.. thats only thing Ive been told. As 02:30 August 6. 2024 we still dont have home phone service. They are aware of the problem but show NO REPAIR TICKET. Im at a complete loss.. My **************************************************************************************** talk to an individual the dates change as far as restoring of service now its gonna be August 9 before they can have their problem resolved, please. Im asking Ive done everything humanly possible to try to resolve this, there are no workers or trucks anywhere near our area working to resolve the broken cable please help !We have been loyal customers for well over 20 years. I think its a very sad, but its come to this.Its now THREE WEEKS without phone service

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  Dear *********************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 6, 2024, regarding the phone service issues.
  
  We have identified a duplicate *** complaint regarding the same service issue. Our *** case manager is coordinating with field personnel to resolve this and will update both the *** and you once resolved. The issue has been escalated, and our field leadership is actively working on a solution.Thank you for your continued patience.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 08/21/2024

   
  I am rejecting this response because:
  There is no solution to my problem. 
  Not only has my home phone been out for way over a month, But my 86 year old Mother has been out as well. She is pretty much home bound and has NO OTHER way of communicating .We live in a very rural area and the fact Brightspeed knows what the problem is and still has not fixed it.They have credited our bill for a month, but still still no home service and no time when it will be restored. We have been customers for over 20 years. Im at a loss and need this resolved.

  Business Response

  Date: 08/21/2024

  August 21, 2024
  
  
  Dear *********************, 
  
  
  Regarding your rejection, I completely understand your frustrations.
  
  In my previous response, I mentioned of a duplicate *** complaint and informed you that we were working with our field team. Today, I discovered that our agent handling the *** complaint has sent a response, which I have included for your review. It appears that our field personnel are doing everything possible, but as the response indicates, it has been extremely challenging to maintain service due to repeated damage to our lines by a Spectrum contractor.  I sincerely apologize for this significant inconvenience.
  
  
  *** response:
  
  In response to the complaint filed by the ************************* of Texas on behalf of **** and *********************, Brightspeed has provided a response of the resolution accordingly.
  
  We have observed repeated service disruptions as a result of Spectrum contractors cutting lines after we have performed repairs, notably along Highway 2101. The current issue involves a Spectrum contractor who has consistently disrupted our cable services in this area. On four separate occasions, Spectrum contractors have compromised our cable infrastructure at different locations. Our teams are actively identifying and rectifying the affected cable segments. Despite our efforts to repair the cuts, the contractor has repeatedly compromised the cable, sometimes within 24 hours of restoration. We have informed legal authorities and local law enforcement about this matter. Moreover, our ********************* Team (EMT) has reached out to *********************, explaining the challenges we encounter in repairing the cable and notifying them of a one-month adjustment that has been initiated. Unfortunately, we do not have an estimated completion date for the repairs and service restoration. We thank you for your understanding during this challenging period.
  
  
  
  
  Sincerely,
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 08/21/2024

   
  I am rejecting this response because:
  I really dont have a choice now do I

  The whole thing has been my MOTHER.I have told Brightspeed of our problem. She is 86 years old and lives alone and is pretty much home bound. She has  NO WAY TO COMMUNICATE with anyone ! I understand that Spectrum cut the line more than once.. But why did it take so long for us to be informed of the situation. I had to reach out the powers that be to get any information. I wouldnt even bother with Brightspeed with we have no choice since we are in such a rural area and she needs to be able to reach out for her needs. This is very difficult pill for me to swallow. I get a text message today stating my INTERNET SHOULD BE RESTORED TODAY.. WHAT I NEED HOME PHONE SERVICE. I hope you can see the frustration that this has caused

• Initial Complaint

  Date:08/06/2024

  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.

  We had centurylink internet for years before the company was absorbed by brightspeed. All communication said service would be uninterrupted and devices like modems etc would still work. Unfortunately that has not been the case as for a week or more every month since November 2023, we are unable to connect to the internet in our home. We have school age kids that need access for homework, home businesses that need run and we lose internet access regularly. It's getting beyond frustrating right now. If we had more options in our area we would have switched months ago because brightspeed is not reliable at all

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  Dear *******************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 6, 2024, regarding the internet service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that after a technician dispatch, all stat lines and sync rates showed to be authenticating well.  We also found a total of 18 devices registered to the service, which will affect your service with a 4m service.  Our engineers will continue to evaluate areas for service/speed upgrades and Brightspeed will notify if and once they become available.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:08/05/2024

  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.

  Since Saturday, Aug 3 Brightspeed has been completely down for our entire subdivision, and probably a wider area, in ***********, ** (where the capital ******* is located). Have not received one text or email from Brightspeed and customers are dropping like flies. This has to be the worst customer service and internet service in the **. When neighbors call Brightspeed we are receiving different answers. Also, my internet goes out daily because I receive emails from my security system. The absolute worst! I was an original Century Link customer and was told I have fiber optic, but Brightspeed told me I have a copper connection. The left hand doesnt talk to the right hand. I expect someone to contact me asap, and need a billing adjustment.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  
  Re: **************************;
        Complaint ID: ********
        Notice of Complaint Filed: August 5, 2024
  
  Dear ****************:
  

  We appreciate the opportunity to review the details of the service interruption. Upon receipt of the case, I recognized a known outage in the customers area and took immediate action to resolve it. I created a repair ticket for the customer. The outage the customer was experiencing was caused by a cut fiber and was promptly resolved and verified by the customer on 8/6. A credit for the time of the blackout in the amount of $86 was applied to the customers account. The customer also asked questions about ****************** Fiber and now has a pending order for Brightspeed Fiber. Brightspeed apologizes for any inconvenience the service interruption may have caused. We hope that you are happy with the new Fiber service.
  

  We understand that service interruptions can be frustrating, and we sincerely apologize for any inconvenience this may have caused *****************************. We appreciate her for taking the time to contact the BBB to inform us about the matter.

  Sincerely,
  

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

  Customer Answer

  Date: 08/07/2024

   
  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.
  

  One additional note, although resolved the outage was not promptly repaired.  It took 2 days and 9 hours before the internet was back on in the area.  Recommendation is to communicate the outage, have employees or contractors working on the outage immediately, and over the weekend, to resolve  so that you do not lose customers.  

  Thank you. 

  
  

• Initial Complaint

  Date:08/03/2024

  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.

  It appears that we loose landline phone serve on a lot of Friday nights and it is usually restored Monday morning. Rain can also put out our lines. We live in a rural area and still depend on landlines for communication in case of an emergency as we do not have good cellular service. On August 29, 2023 the phones were out as mentioned when an emergency occurred, resulting in death due to the inability to call 911 in a timely matter.We have reported and given BrightSpeed ample time to repair, correct any problems.Is ***** any thing you can do in helping our rural area get the landlines restored under BrightSpeed. Thank you for any help you can offer.

  Business Response

  Date: 08/12/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 12, 2024
  
  
  Re: *******************
  22087267
  Notice of Complaint Filed: August 3, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** chronic phone service issues. Our technician went out on 8/6 to complete the repairs, restoring service. I submitted a 15 day out-of-service credit for $26.40, 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: 09/09/2024

   
  I am rejecting this response because:
  Phones have been out 2 weekend in a row. I have notified both technical support and technician and nothing gets done until Monday. Please, we need these land lines as the cellular service is not the best in of area and they state in the message they how reliable this is not the case. This company's service is not reliable and they are not serving the rural areas. In short, we need the proper land line service in our rural area, if they are not going to provide please let all out bills reflect the new charges of only temporary service in our area. I have filled a complaint before and knew they would do this, just as soon as BBB closed their file... this isn't right. ****** ******

  Desired Resolution:

  Repair

  
  

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  
  Re:***** Hunt 
  Complaint **********
  Notice of Complaint Filed: August 3, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have entered a new repair ticket for the customer. They should be receiving confirmation of the repair order once it has been assigned to a technician for the current issues they are having.
  

  Again, we appreciate that ***** **** contacted the BBB to inform us. We want to reiterate our sincere apology for any issues due to the experience and inconvenience.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/16/2024

  
  I am rejecting this response because:
  
  The phones contine to go out on the weekends around 12:00 on Friday night and do not come on until most Mondays. Last week it was Tuesday. It was rumored they were switching off everyone's service from the box on ************************ 63.  This has been going on over a year. Last August due to this we were unable to get emergency  help by phone due to this  my ************ died. My ************ (80) had to come next door to get help our help. I had to then come back to get my cell phone to try to call 911. Only because it was an emergency 911 call did it go through. And not with good service. Our cell phones are not reliable as we do not have a good signal in this area. the importance of landlines still exist in this area.
  
  When on hold you speak of the importance and reliability of the landlines and that may have been a true statement at one time, but this is a false statement. in the country we live in this should not be happening.
  I always understand if there is rain, or the county hit things with a bushhog, but this I do not understand. This is clock work, about the same time on the same day it goes off. This is a switch and is purposefully cut off. 
  Please help us get a clear response on what is going on at the Switch on ****************************. How long will this continue to happen? When will this be correct?

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

  
  
  
  

  Business Response

  Date: 09/20/2024

  BBB of Southern Piedmont and Western N.C.
  Subject:
  Respond to Complaint

  
  September 20, 2024
  
  
  Re: Bonnir ******
  Complaint **********
  Notice of Complaint Filed: August 3, 2024
  
  Dear Kisis *****:
  
  We appreciated the opportunity to review the rebuttal details in the rejection complaint. We escalated their issue and submitted another repair ticket. The ticket was cancelled by the customer on 9/16. This is the 3rd repair ticket they have cancelled since August. If they are still having trouble with their service, they can report any issues to our repair team at ************.
  
  We apologize for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocate
  
  
  CC: Bonnir ******

• Initial Complaint

  Date:08/03/2024

  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.

  2 Internet outages in these past 2 weeks! The most recent Internet outage since Thursday, Aug 1 at 2 pm CST. I've chatted with Bright Speed multiple times. ***************** continue to change. I was told the restoration time was Aug 1st at 8 pm, Then Aug 2nd at 3 am, then 8:30 am, then 8 pm, AFTER that, I was told the outage is still active but there is no restoration time, check back on Aug 3rd for new restoration time. Aug 3rd, I chatted in and was told that there was no active outage, the outage was resolved on Aug 02 at 2 am, however, I chatted multiple times after Aug 2nd at 2 am and was told by every single agent that "an outage had been detected its issues with bright speed equipment and an engineer is working on it to get the issue resolved asap." Agent said that a tech needs to come out and check it out and there is a fee that I need to pay. Even though Bright Speed said it was an issue with THEIR equipment, and everything was working fine before this outage. I'm being told the next appointment is on Tuesday 06th. So I'm missing 6 days of work because I'm working from home, I'm being provided inaccurate information, and I have to pay for something that is not my issue or caused by me? I have a screenshot of the Aug 02, 7:30 PM Chat, where I was told: "An outage had been detected its issues with bright speed equipment and an engineer is working on it to get the issue resolved asap." Along with the restoration time," this outage will be fully resolved, and the services will be back up and running by ETR 08/02/2024 20:30:00 CDT with Even ID - and the id number " I asked the Aug 3rd agent to refer back to acct notes - she refused, she said it was restored Aug 2nd 2 am and it was my problem. I also have the Ring Neighbors app. Where multiple others in my complex also verified Aug 02 evening that they're still without internet and we all have the same internet company, because it's the only option we have for our complex.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  Dear *********************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 3, 2024, regarding the internet service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that original service outage due to a fiber line cut that caused your service issues started on August 1st and resolved on August 2nd.  Unfortunately, your service needed a dispatch after the area outage was resolved and completed on August 6th.  Our repair agent tried to confirm a working service with you as well but has not heard back.  Service shows to be authenticating well now.  A credit for the service down time has also been issued. 
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:08/02/2024

  Type:Product 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 do not receive the internet speed that I was promised. Calling Brightspeed is a nightmare (Can't talk to a person). I should not have to waste hours to enforce what Brightspeed agreed to. Very slow reaction time after I get anything scheduled. Brightspeed randomly changed the date and time and then they sent me text saying they are working on it early but no one showed up.

  Business Response

  Date: 08/07/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 7, 2024
  
  
  Re: *******************
  22086105
  Notice of Complaint Filed: August 2, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************** chronic internet issues. Upon further research, we created a repair ticket #******* which is due 8/13.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *******************

  Customer Answer

  Date: 10/09/2024

   
  I am rejecting this response because:

  Internet continues to cut out several times a day (Currently at 5 times within the past 24 hours).

  
  
  

  Business Response

  Date: 10/15/2024

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  October 15, 2024
  
  
  Re: **** *****
  22086105
  Notice of Complaint Filed: August 2, 2024
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******* chronic internet issues. I have sent this back to the technician since he is still having internet service issues. We will reach out to him with the new repair ticket info.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: **** *****

• Initial Complaint

  Date:08/02/2024

  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.

  ever since century link was subsumed under brightspeed servce has been severely deficient.website will not work forcing us to pay by phone and have $3.50 fee added,Is this part of their revenue source? Should not be nor part of their business modwl.every month for 18 months spend 1 hour online, "sorry page i down, "try agian later or error 404.then the call to cebu phillipines, won't charhe the fee but always do. time for fcc

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  Re: *********************;
        Complaint ID: ********
        Notice of Complaint Filed: July 27, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of your online bill pay issues in the statement. Upon receipt of the case, the customer had already made his payment. A problem with the online bill pay that was causing an error has now been corrected, so moving forward, you should be able to pay bills online with no issues. Make sure you use www.brightspeed.com, choose the Pay My Bill link, and follow the prompts.
  

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

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:08/02/2024

  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.

  An ongoing issue has been reported within the ***************** of **********, ** with Brightspeed ***************** Almost every month we've had outages that last over a day. This past July, we had an outage that went on for a week. As the sole ISP of our community, the company needs to do better, providing better failover infrastructure in the event of equipment failures, as many people work from home in this day and age. Our community is supposed to be looking into alternative fiber internet providers, if possible, but this has been a headache of its own since moving into this community, as no one has the information required for getting this process started promptly.

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  Dear *******************************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 2, 2024, regarding past service issues.
  
  I reached out to our technical support team for review and customer contact.  No current service outages were found but we are aware of past service issues.  As advised by our technical support team via email to you, we make every effort to restore services as soon as possible during a natural disaster or when a line is cut. Unfortunately, certain issues are out of our control such as commercial power and we must rely on others before we can restore service to customers.  I have also sent you a direct email where you can contact me directly as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************