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:07/25/2024

  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 is a new internet company in our area. My neighbors decided to switch to Brightspeed because of cost. When Brightspeed ran the new internet line for my neighbors the line laid exposed in my yard and two other neighbors yard for about 4 months. They finally showed up to dig a hole to run the line about 2 months ago. The hole is in my backyard connecting with my other neighbor who is behind me. The hole is probably 5.5 foot round and I'm not sure how deep. Its been filled with rain water since the dug it. My neighbors cancelled service with Brightspeed because it kept going on and some other issues. I have reached out to Brightspeed almost everyday requesting someone to fill the hole. They assure me that someone is coming to fill it up and no one ever shows. There is caution tape around the hole but it has fallen down. We are a neighborhood filled with kids, pets, wild life. If someone or something falls into this hole, they will be seriously injured or die. My puppy fell in the hole a couple of days ago. Thankfully after a check with the vet she is okay. Not to mention the mosquitoes that are breeding around that rain water pit. I would like for them to come and fill the pit. I have pictures but its not allowing me to attach them. I am happy to email or text.

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  Dear ***************************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 25, 2024, regarding a temporary line that was laying on your property.
  
  I reached out to our field leadership for review and found that due to weather conditions, the resolution was delayed.  The holes were backfilled on July 26th and the job was completed on August 1st.  There will be a follow up in a month by our contractor to check on any possible sinking and fill as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/25/2024

  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.

  The company is Brightspeed P.O.Box ********************************* I have my internet service through Brightspeed and was always having outages, I was paying for service that half the time didn't work. After months of paying for DSL Brightspeed went to Fiber.This is actually a good thing, however the way they do business is not. They closed my old account down and opened up anther account due to going fiber. I have a credit on my old account *********** which they would not transfer over. I was told I would get a check in the mail. This was in February 2024. I have called Brightspeed 2-3 times a month inquiring on my credit due. ($399.50). I have been told the same thing every single time, give it 7-10 business days, the check has been mailed. I was also told twice, they would stop payment and re-issue a check,which could take up to ************************************************************************************************* If it was the other way around they would have shut my service off.

  Business Response

  Date: 08/07/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 7, 2024
  
  
  Re: Missy White 
  22038606
  Notice of Complaint Filed: July 25, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************** refund check. Upon further research, the original refund check we sent has not been cashed. We have canceled the first refund check and reissued it as of 8/7. The new refund check will arrive in the mail in approximately 7-10 business days.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************

• Initial Complaint

  Date:07/24/2024

  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.

  This company has had more internet outages than all the companies combined.On 7/24 there was an internet outage for 15 times this year. Yet I try to get ahold of someone to make a complaint. I get two different responses.1. I dont have an account thru them I need to call back tomorrow. Funny I had an account before you bought centurylink.2. No one will answer the phone, I literally waited over an hour on the phone and there internet chat and no one even pick up the phone nor even acknowledge that I was there.

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  Dear *******************************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 24, 2024, regarding the internet service issues and a billing credit request.
  
  I was able to review the 8 outages found for your service from this year.  I also inquired about how many total days were affected and the reasons for the service issues.  I found various issues from fiber cable cuts to network and facility issues.  I found a total 13 days of service downtime days.  Due to the inconvenience, I have issued a credit for a full month of service instead of just the individual service days, effective today.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/24/2024

  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.

  7-24-24 bright speed internet has been intermittently going out of service. Contacted tech support twice they stated there is no issue with the provided router or lines it is a bandwidth issue and I have to start turning off my devices in the house if I want to use one with dependability. That's crazy we've never had this issue before we do not have any additional devices added within the last 4 days. Son-in-law is a former brightspeed employee who now works for a competitor he has tested the line and shows over 78 CRC issues with the incoming line. Bright speed is telling me there are no issues and wants to charge me $100 to have a technician come out. 1 CS rep told me it was the bandwidth and I would have to wait possibly 4 weeks for my bandwidth to return! What an asinine response!Uploaded screenshot of meter does not show 78 crcs which it reached within 6 minutes.CRC errors ahould be zero for a clean line.

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  Dear Mr. ************************
  
  I appreciate the opportunity to review the complaint that you submitted on July 24, 2024, regarding the internet service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that the service line has some system errors, and a dispatch is needed.  Due to you being out of town, my understanding is that you will follow up with out repair agent to schedule a dispatch.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 08/06/2024

   
  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:07/24/2024

  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.

  Have not had phone service in allmost 3 weeks. chatted with brightspeed about my phone line being to low *** will not come up driveway because of this, I wonder how tall is a firetruck?? Then I lost phone service. They scheduled an appointment for the 18th ..no show Chatted again and it was for the 23rd again no show, now its for the 3rd of August and I know that will be pushed up to a latter date. We are both older and dont know how to handle this problem , we also live back a long drivewa y and dont have any cell reception, or very little. Your help would be very much appreciated. Thank You

  Business Response

  Date: 07/27/2024

  BBB of ***************** and Western N.C.
  ************************************************************************************
  
  
  July 27, 2024
  
  
  Re: *****************************
  22038040
  Notice of Complaint Filed: July 24, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** chronic phone service issues. Upon review, our technicians repaired the *** box and wires on 7/26. ****************** confirmed the phone service is working. I was able to issue a 3 week out-of-service credit for $85.21, 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: 07/28/2024

   
  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:07/24/2024

  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.

  On 6/24/24 I contacted Brightspeed to cancel my service. This was for my house phone and internet. I was sent that day a shipping label to send back the modem which has been done. I called on 7/1/24 when I saw an e mail saying the disconnect would be 7/11/24.The house phone is still connected and I am assuming the internet as well. I have now received a bill for ****** that is saying past due. I called on 7/22/24 and was told to pay ***** and that would take care of it. The man would not tell me what this was for.Everytime I call I am told I am being cancelled but nothing is done. Can you help?This will put a ding on my credit. ***********************

  Business Response

  Date: 07/31/2024

  July 31, 2024
  
  Dear Ms. ************************
  
  I appreciate the opportunity to review the complaint that you submitted on July 24, 2024, regarding the account ************************* request.
  
  Although the order was issued when requested, there was a system issue that did not allow the order to complete.  An IT ticket was issued, and the order has now completed. 
  Regarding the $52.19 balance, you mentioned that you contacted us on June 24th to request the disconnect order.  Although we normally bill through the end of a billing cycle once we disconnect an account, as a courtesy the $52.19 is the only amount due for your service from your June 12th (billing date)to June 24th when you called in. The rest was credited to correct the billing.   The $52.19 is due at your earliest convenience.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/24/2024

  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.

  For the last 3 months my land line phone has not been working. I have a heart monitor that connects to my landline that's tracks and sends data to my Dr. ***** is not working and i am not getting the proper medical treatment i need because Bright speed service interruptions.I have called several times and can never get through have been left on hold for up to 3 hours with no help. I have used the online chat and now have 4th service appointment schedule all of which have to wait 2 weeks or longer to get. The day after they close the ticket the phone stops working again. This whole time i have been billed full price, even with no service being used because it is broken. I have requested a refund or credit but nothing!I have had techs tell me they know the lines in the ground are bad but the company is refusing to repair them, because it will cost to much money! ***** is wrong. I will also be contacting a lawyer and congressman! I need my medical equipment working!

  Business Response

  Date: 07/29/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  July 29, 2024
  
  
  Re: *************************
  22035479
  Notice of Complaint Filed: July 24, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** chronic phone service issues. Upon review, our technicians found a cable issue in the central office and repaired the cable. I issued a 3-month out-of-service credit for $159.91 which will reflect on the next bill. They confirmed the issue was resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

  Customer Answer

  Date: 07/30/2024

   
  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:07/23/2024

  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 was treated rudely twice first time I called and talk to a lady and told her I was paying my bill in full the next morning and she said that was fine that my services would not be cut off and a hour later they cut my services off witch was wrong and there service keeps going in and out and I payed my July 2024 bill on June 29 and now they charging me ****** by July 31 ********************************************************************************************************************************* rude. I should be paying ***** a month.

  Business Response

  Date: 07/24/2024

   July 24, 2024
  
  Dear *********************, 

  
  I appreciate the opportunity to review the complaint that you submitted on July 23, 2024, regarding the billing issue.

  I've had a chance to review your inquiry, here are my finding for your review.  I've also sent you a more detailed email with findings for review.
  
  On July 22nd a new payment arrangement was given for the $348.91 balance.  

  This payment arrangement is as follows:
  $87.23 to be paid on 07/31/2024
  $87.23 to be paid on 08/06/2024
  $87.23 to be paid on 09/06/2024
  $87.22 to be paid on 10/06/2024

  These amounts are due on the dates indicated for the payment arrangement of the past due balance of $348.91 plus your normal monthly charges of about $65 every month.  If this payment schedule is not kept, you risk the service being suspended once again and due to this being the second payment arrangement, the full amount *** be due before service can be restored if suspended again.

  The full $348.91 payment is not due by July 31st, as you have a payment arrangement for this amount that is very important to keep maintaining service.  This amount also has nothing to do with the suspensions, the $348.91 balance is due to lack of payments.

  I hope this information helps.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.

  Sincerely,

  **************
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:07/23/2024

  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.

  Starting at the end of June 2024, my DSL service with Brightspeed was extremely poor quality. My service stopped working and started working again a few minutes later every 30 minutes to an hour all day long. Resetting the modem would give a few hours of relief. On July 10th, my service completely stopped working and through advanced troubleshooting on my own I was able to restore service. Again on 7/21 my service dropped completely. I was not able to restore service myself so I connected Brightspeed. The soonest a technician could come repair my service was 8/5 which was 14+ days away. After asking them to look again they found 8/2 which was not helpful as that was still 10+ days away. Like so many Americans I work from home and need service to work as my hotspot from cellular is not strong enough. I asked to have my repair escalated and was denied by Brightspeed. Ideal resolution to this complaint would be my repaired/restored by 7/26/24 thru escalation of my repair ticket #*******

  Business Response

  Date: 07/25/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  July 25, 2024
  
  
  Re: ***********************
  22031715
  Notice of Complaint Filed: July 23, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** repair escalation request. I was able to escalate her repair request and we completed the cable repairs today, 7/25. A one month out-of-service credit has been submitted for $47.17, and will reflect on the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***********************

  Customer Answer

  Date: 07/25/2024

   
  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:07/23/2024

  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 had a Brightspeed representative come to our door and tell us that we had to sign up for Brightspeed fiber because if we didn't we would end up being switched to it anyway. The representative stated that it would cost $45 compared to the $65 we currently paid and that it would be double the speed we currently had. Unfortunately this was a lie. We previously received Broadband at 940 Mbps. Now we have Fiber at 200 Mbps. I have a Ring recording of the entire conversation that the representative had with my husband, in case you would like to review the sales practices in question. I have called customer service multiple times and have been moved around and on hold. I cannot change anything in the account online because my fiber order somehow still shows that it needs activated. ("You can modify your plan as soon as your service is setup and activated. Got questions? Call us at *****************.") Right now I am just trying to get my speed back to what it was before. I work from home so this is part of my livelihood.I am switching providers, but I am very concerned that I am going to have a hard time canceling their services even after I get a new provider. I am worried they will continue billing me and I will never get to talk to a real customer service representative to actually cancel my service.

  Business Response

  Date: 07/31/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 31, 2024
  
  
  Re: *****************************
  22030578
  Notice of Complaint Filed: July 23, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************' duplicate order issues. I advised her that no changes were made to her fiber internet service with Brightspeed. She has had 'Internet up to 940 Mbps' since July 2019. The duplicate internet order that was placed with lower speed has been canceled. Our repair escalation management team spoke to ****************** and assisted her with wifi configuration and provided her with our contact number if she has any questions.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *****************************