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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,305 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/14/2024

    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.
    **************** was scheduled to be installed 7/12/24 by 7pm. Service was connected at 10:47am. Upon attempting to connect my modem the following day, it was determined the order status was stuck in pending rather than complete. I called BrightSpeed and after a very long conversation, the agent informed me I needed to call back the next day between 8am-5pm as the department that can help me was no longer open. I called the next morning only to be told the department is only open on weekdays. What a waste of time! Absolutely disgusting customer service.

    Business Response

    Date: 07/17/2024

    BBB of ***************** and Western N.C.
    *************************************************************************************


    July 17, 2024


    Re: *******************************
    21987271
    Notice of Complaint Filed: July 14, 2024

    Dear ****************:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** internet activation delay. Upon review, her account updated to 'completed' status on Monday, 7/15 when the programming tasks completed. ****************** confirmed the internet service is working.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC: *******************************

    Customer Answer

    Date: 07/17/2024

     
    I am rejecting this response because:
    This only addresses part of the issue. Multiple agents could not help, nor provide any information or timeline for resolution. I wasted 18 minutes on the phone and/or on hold with BrightSpeed on 7/13, 22 minutes on 7/14, and 102 minutes (across four calls one of which an agent hung up immediately after I stated my name) on 7/15. The final agent stated he would call me back and never did. I happened to discover service was ready by chance on my own. This entire ordeal took valuable time away from my children, elderly father, and the construction project I should have been working on. BrightSpeed needs to compensate me for this nightmare. **************** is non-existent until a formal complaint is filed. This should not be the standard. Do better.

    Business Response

    Date: 07/22/2024

    BBB of ***************** and Western N.C.
    ************************************************************************************


    July 22, 2024


    Re: *******************************
    21987271
    Notice of Complaint Filed: July 14, 2024

    Dear ****************:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** internet activation delay. The programming tasks completed on 7/15, which is when the billing started. She was not charged from 7/12-7/14. Her next payment will be on 8/15. We appreciate her feedback regarding her experience with getting this issue resolved. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC: *******************************

    Customer Answer

    Date: 07/24/2024

     
    I am rejecting this response because:
    My complaint isnt addressed. The lack of concern is appalling. Their phone agents are compensated for their time and despicable service and I have yet to be made whole. A service technician advised me my service was connected on 7/12 at 10:47am, which is when I should have been able to use services. This awful company and their awful tactics need to be held accountable.
  • Initial Complaint

    Date:07/13/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On or around 12 June I called to cancel my service at the end of my billing period due to moving. I was able to in touch with an agent that was able to find my proper account and process the cancellation. On 9 July (the end of my billing period), I was charged for the next billing period. I was not really upset, this kind of thing happens. I promptly called their number and attempted to get into contact them in the same way that I had in June. The service rep that I spoke to told me that I cancelled my service back in 2021 and I did not have an account with them any longer. I asked him how that was possible being that I had internet and was being charged monthly. He was not able to find any account at my address that was active. We spent 45 min to 1 hour on the phone with him and his supervisor. After not being able to get anywhere with this person, I called technical support as I knew they would be able to look up the modem SN and find the account. I was unsuccessful in this as well. After another ***** min my wife and I were able to reset the online account and gain access to the account number. Only after finding this account number were they able to locate my account (Which had the right address on there). They told me it was under the Fiber accounts. I told her that I had fiber when I first called. There is something wrong with their databases that are not linking properly. I would have taken this straight to them and emailed them the problem, however they have no mechanism to report issues. I wanted to email them and was told there was not an email. When I attempted to explain the issue to their online chat system, they disconnected as I wasn't able to type the problem fast enough. I want them to fix their databases or give me a mechanism to contact them to explain my problem. I am only coming to BBB because I can't e-mail them my issues and their techs disconnect for not being fast enough.

    Business Response

    Date: 07/17/2024

    July 17, 2024

    Dear Mr. ************************

    I appreciate the opportunity to review the complaint that you submitted on July 13, 2024, regarding the billing issue.

    I found that the $70.00 that were debited from your account on July 9th were refunded on the same day with confirmation number CM00052544.  From July 9th, it wouldve taken 3 to 5 business days to appear back on to the card it was deducted from.

    We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.

    Sincerely,


    **************
    Brightspeed - ***********************

    Customer Answer

    Date: 07/17/2024

     
    I am rejecting this response because:
    This is not the problem. You have multiple systems that made it so the techs could not find my account for over 2 hours. I understand that the refund will take some time. I want you to figure out your systems so that Soldiers on installation are not gaslit that their account was closed 3 years ago. You clearly have issues from the change over from Century Link account changes that you still need to work out! 

    Please let me know how you plan to fix your systems to sync your databases so people like me won't have to fight for 2 hours to get into the proper account when they had my address from the very beginning. 

    Clearly you have my actual account because you're aware of the refund, but I got told for 2 hours I haven't had an account for 3 years! 

    Business Response

    Date: 07/18/2024

    July 18, 2024

    Good afternoon, 

    Regarding your rejection, 

    I completely understand your frustration. Due to our transition from CenturyLink to Brightspeed, we have made changes to our billing systems. I personally emailed you on July 8th because I could not locate your account number with the provided information. After some research, I was able to find your more recent account.

    When the agent mentioned that your account had been *************************** back in 2021, they were partially correct. That was your original account with us, which you started in 2020. In September 2021, your original account was migrated to our new fiber billing system with account number *********. Since then, we have had other system updates where account numbers have changed within the same new system. This may have caused the issue with locating your account.

    Your frustrations are valid, and we are constantly working to improve our billing systems and customer interactions. Thank you for your understanding and patience.


    Sincerely,

    **************
    Brightspeed - ***********************
  • Initial Complaint

    Date:07/12/2024

    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.
    There's a CenturyLink box that is not being used and has its wires exposed, which may be a potentially dangerous hazard (please refer to the second attachment). I contacted 811 for directives regarding how to get it removed and was given Brightspeed's information. I have contacted Brightspeed numerous times beginning on 08 Jul 2024 at phone number ************. On 08 Jul 2024, I was told by a representative that it would be removed by 10 Jul 2024 and was given Case #******** as a reference. On 11 Jul 2024, I called to follow up as to why the box had not been removed and was told that there was no case in existence. On that day, the representative tried to give me a phone number to Lumen, and I requested to speak with a supervisor because it was their responsibility to remove the box as was promised. After approximately 1 hour, I had to answer a call and requested that the supervisor call me within 2 hours. After 2 hours, a supervisor called and asked me to call ************ and leave my information. To date (12 Jul 2024), no one has returned my phone call and the potentially dangerous box is still in place.This box is for landline phones which none of my neighbors have or want. They are not customers and neither are we. This is not only a potentially hazardous box, it's also an eyesore. Brightspeed acquired Lumen Technologies (parent ******* of ************ in 2022 (please refer to the first attachment), thus, removal of this box is the responsibility of Brightspeed.

    Business Response

    Date: 07/15/2024

    BBB of ***************** and Western N.C.
    *************************************************************************************


    July 15, 2024


    Re: ******************************;
    21981801
    Notice of Complaint Filed: July 12, 2024

    Dear ****************:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the damaged box that **************** reported. Upon review, I was able to escalate the repair request and Brightspeed created repair ticket #WOT0869634 due 7/17.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC: *******************************

    Customer Answer

    Date: 07/20/2024

     
    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. 

    The company is showing good faith in working to resolve this matter. I'd like to close this ticket with a clause that I can file a new complaint if it is not resoved after allowing ample time for resolution.


    Thank you. 


    Customer Answer

    Date: 07/29/2024

     
    I am rejecting this response because:

    There's a CenturyLink box that is not being used and has its wires exposed, which may be a potentially dangerous hazard (please refer to the second attachment). I contacted 811 for directives regarding how to get it removed and was given Brightspeed's information. I have contacted Brightspeed numerous times beginning on 08 Jul 2024 at phone number ************. On 08 Jul 2024, I was told by a representative that it would be removed by 10 Jul 2024 and was given Case #******** as a reference. On 11 Jul 2024, I called to follow up as to why the box had not been removed and was told that there was no case in existence. On that day, the representative tried to give me a phone number to Lumen, and I requested to speak with a supervisor because it was their responsibility to remove the box as was promised. After approximately 1 hour, I had to answer a call and requested that the supervisor call me within 2 hours. After 2 hours, a supervisor called and asked me to call ************ and leave my information. To date (12 Jul 2024), no one has returned my phone call and the potentially dangerous box is still in place. This box is for landline phones which none of my neighbors have or want. They are not customers and neither are we. This is not only a potentially hazardous box, it's also an eyesore. Brightspeed acquired Lumen Technologies (parent ******* of ************ in 2022 (please refer to the first attachment), thus, removal of this box is the responsibility of Brightspeed. Recently, I had spoken with ** with the Brightspeed ********************* Team, and we were working to resolve this matter; however, the system did not allow her to input my address because I do not have a Brightspeed account. ** left a message with the ***************** (************), and no one has contacted me. I just want this box removed, so why not create an account for my address so that the system recognizes my address and a work order is able to be created in order to remove the box?


    Business Response

    Date: 07/31/2024

    BBB of ***************** and Western N.C.
    **********************
    ******************


    July 31, 2024


    Re: ******************************;
    21981801
    Notice of Complaint Filed: July 12, 2024

    Dear ****************:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the damaged box that **************** reported. Our technician went out on 7/17 and found no trouble. We provided her with the number and instructions to Developer Services if she does not hear from someone. To have the pedestal removed, she would need to call Developer Services at ************, select the option for her state and leave a message. Someone from the local field engineer team will follow up with her and give her more information.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC: *******************************

    Customer Answer

    Date: 08/01/2024

     
    I am rejecting this response because the box is laying on its side instead of being upright. It also has cables exposed. Brightspeed is liable for anything that occurs as a result of the condition of this box.

    AdAdditionallyI am continuously told to contact Developer Services and leave a message; however, no one returns my phone call. I have called twice and left messages. Developer Services is still a part of Brightspeed, so I am expecting Brightspeed to provide an alternative when the typical process does not work. It seems the solution presented results in a cycle of no resolution.

    I need a real solution, and this response falls short of it.

    Thank you.

    Regards,

    ******************************;


    Business Response

    Date: 08/07/2024

    BBB of Southern Piedmont and Western N.C.
    **********************
    Matthews, NC 28105


    August 7, 2024

    Re: ******************************;
    21981801
    Notice of Complaint Filed: July 12, 2024

    Dear ****************:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the damaged box that **************** reported. When a non-customer is requesting to have a pedestal or lines removed, the request has to be done through Developer Services. Unfortunately, there is no other alternative process. If she has not received a return call in about 2-3 days after leaving a voicemail with her information, we recommend calling again. The number for Developer Services is ************, she will select the option for her state and leave a message. Someone from the local field engineer team will follow up with her as soon as possible.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC: *******************************
  • Initial Complaint

    Date:07/12/2024

    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.
    Our internet with Brightspeed has been ok sometimes and unreliable other times. This latest outage now going into its 4th day has been handled really badly by employees of Brightspeed. Our household has attempted to communicate via telephone, chatbot, and on line report 5 or 6 times a day without ever being able to get an answer to our questions. I even went to their office downtown only to find it locked. Those in my neighborhood who have talked to someone at Brightspeed have received answers regarding resumption of service that range from a few hours to we have no idea when your internet will be restored. We understand that there was a storm and flooding in ******* which is roughly 200 miles from here, however, storms in ******* have never stopped our internet service before and it is difficult to understand a lengthy outage due to one now. Lack of transparency and any sign of caring about customers with no service is really not acceptable

    Business Response

    Date: 07/19/2024

    July 19, 2024

    Dear ***************************,

    I appreciate the opportunity to review the complaint that you submitted on July 12, 2024, regarding the internet service issues.

    I reached out to our technical support team for review and customer contact.  I found the service issues were caused by 2 outages from a natural disaster with no original estimated time of repair.  I received an update that we were able to confirm a working service with you on July 18th.

    We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.

    Sincerely,


    **************
    Brightspeed - ***********************
  • Initial Complaint

    Date:07/11/2024

    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.
    My phone and internet services are out. I called Brightspeed support and struggled with the automatic phone answering system and various representatives, that were hard to understand, for about an hour trying to get the correct response to my issue. The problem is that the actual phone line is down on the ground in a field a good distance from my house. Knowledgeable Electric line workers reported this and my husband confirmed it as so. No matter what I said the representatives were trying to blame it on my internal equipment and were telling me that I needed to be at my house all day for service even though it has nothing to do with my house or equipment. I repeatedly relayed that it was the phone line and they needed to send someone that can fix the line and not someone to fix equipment. I was finally given an appointment time on July 17th! I have no phone or internet for almost a week and no way to run my business from home which uses cloud based software/websites. This is totally unacceptable. This is on top of what is normally incredibly slow internet service and an awful email program that has proved to be inferior since when it was switched from Centurylink. Based on these things I will try to find better internet options. But for now I need my phone and internet services restored within a shorter time frame.

    Business Response

    Date: 07/18/2024

    July 18, 2024


    Re: ********************;
          Complaint ID: ********
          Notice of Complaint Filed: July 11, 2024

    Dear ****************:

    We appreciated the opportunity to review the details of repair issues. Upon receipt of the case, a repair ticket was placed with a dispatch date 7/17. When the technician arrived, he found that a tree had cut and torn a cable. A temporary line has been established to get the service back working correctly. Brightspeed would like to apologize for any inconvenience that this may have caused.

    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:07/11/2024

    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.
    Today is Thursday July 11,2024 and this morning brightspeed had a technician working on the Internet cables out on our poles, I left to do what I had to do for the day and didn't get home until 6 pm. When I went to watch TV on one of my apps, I had no internet. Apparently the technician messed up my service. I called brightspeed and they told me that they couldn't send anyone out until Monday. I asked to speak to a supervisor because I shouldn't have to go without service because of their technician's mess up. The supervisor said they couldn't do anything until tomorrow morning because their technician office is closed. Then I get a text saying the technician will be here on Monday and now I have no internet until then which isn't right considering it was their technician who messed it up. They won't send anyone to fix it unless there is an outage. I'm on time with my bills and I have told others that I was getting great service but this issue changes my opinion of brightspeed.

    Business Response

    Date: 07/12/2024

    BBB of ***************** and Western N.C.
    *************************************************************************************


    July 12, 2024


    Re: ***********************
    21977828
    Notice of Complaint Filed: July 12, 2024

    Dear ****************:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** repair appointment escalation. Upon review, Brightspeed received this complaint on 7/12, and she has disconnected her Brightspeed service and is no longer a customer.

    ****************** apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC: ***********************

    Customer Answer

    Date: 07/12/2024

     
    Better Business Bureau:

    I'm not satisfied at all with how they fixed the problem, heck they didn't even try to fix it. They didn't want to fix their mistake so that's why I decided to cancel my service with them. Now that I don't have their service any more, I'm just excepting their pathetic answer.

    Thank you. 


  • Initial Complaint

    Date:07/11/2024

    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.
    Our phone line got cut by our lawn service today and when try to call brightspeed people put us on hold then get cut off. It happened four times now!

    Business Response

    Date: 07/22/2024

    July 22, 2024

    Dear *************************,

    I appreciate the opportunity to review the complaint that you submitted on July 11, 2024, regarding the land line service issues.

    I reached out to our repair team for review and found a pending dispatch was already scheduled for July 24th but later escalated to July 18th.  Once the dispatch was completed, I received an update from our repair agent that they were able to confirm with you that all was resolved and satisfactory.

    We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.

    Sincerely,


    **************
    Brightspeed - ***********************
  • Initial Complaint

    Date:07/11/2024

    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.
    I PAYED MY **** 7/11/2024 BUT BECAUSE THEY HAD A MOVE ORDER ON MY ACCOUNT THEY HAVE TO SEND A TECH OUT ON 7/25/2024!!!!!! ARE U SERIOUS. MY SON HAS TO MISS SUMMER SCHOOL HOMEWORK BECAUSE YALL MESSED UP. AND CAN'T PUT MY MONEY BACK ON MY CARD..INSTEAD THEY'RE CREDITING MY ACCOUNT? HOW HAVE I HAD SERVICE THIS LONG WITHOUT ANYONE SEEING IT WAS A MOVE ORDER ON MY ACCOUNT WHICH I DIDN'T PUT IN FROM THE START!!! IT SHOULD BE A BETTER WAY TO GET SERVICE QUICKER ESPECIALLY WHEN THE **** IS PAID. COME ON PEOPLE U SHOULD HAVE A WAY TECH CAN GET TO ** SOONER THAN LATER. NOW MY SON MIGHT FAIL DUE TO YALL NOT BEING ON YALL SHIT!!! GET ME A TECH PERSON NOW!!!!!!!!!!!!!

    Business Response

    Date: 07/23/2024

    BBB of ***************** and Western N.C.
    *************************************************************************************


    July 23, 2024


    Re: ***********************;
    21976656
    Notice of Complaint Filed: July 11, 2024

    Dear ***** *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding **************' appointment escalation. We tried to escalate the tech appointment, but unfortunately there are no sooner appointments available in her area.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC: ***********************
  • Initial Complaint

    Date:07/11/2024

    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.
    The internet went out in my area Monday evening I believe it was. I was hoping the internet company would fix it soon. I called Tuesday to tell them about my internet wasn't working & that it wasn't just mine because my sister's down the road was out too. She had texted me the night before and asked if my internet was out. The person I talked to sounded like it was a call center in ***** or somewhere outside the **. He asked what the lights looked like on the modern I said all were green except for the internet one . He asked if it was staying solid red I told him it was blinking. He said he would check if there was an outage in the ************ was which I knew . He said it could be 7:30 pm for it to be fixed & asked if I wanted a notification for when it was done he put me on hold while saying he was waiting for my request for a OTN to go through. He came back a few times to see if I was still on the phone I wouldn't doubt if he was waiting for me to give up& hangup. I went to the troubleshooting area put in my account ************ code I did this earlier today Wednesday and it said repairs could be from 12 to 24 ********* did the samething again tonight and it said the same thing. I searched online & on reddit there's a lot of complaints about Brightspeed from a year ago . I had CenturyLink the only option in the area but now it's Brightspeed & people were saying how much worse things were since it's the only internet service available in the area. I went to Brightspeed's ******** page and there were a lot of complaints from people saying their internet has been out every since the same time mine went out.

    Business Response

    Date: 07/16/2024

    BBB of ***************** and Western N.C.
    *************************************************************************************


    July 16, 2024


    Re: *********************
    21972941
    Notice of Complaint Filed: July 11, 2024

    Dear ****************:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************** internet outage. Upon review, the outage was repaired and ************** confirmed the service was restored. I issued an out-of-service credit which will reflect on the next billing statement.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC: *********************
  • Initial Complaint

    Date:07/10/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We ordered internet service from Brightspeed back in October 2022. At the time they were changing over from century link. From the time this was installed until today, it has been the most unreliable, slowest and most expensive internet service Ive ever had and that includes dialup. Ive had more downtime with brightspeed than any other provider. A sprinkle of rain, small winds, sunny days, and we have no internet. Here we are again with no internet and no estimate on when it will be repaired. Nearly 90 dollars a month for the absolute slowest dsl internet (when it works) and were unable to use consistently month after month. Nearly 2 years of this horrendous service weve paid for and maybe have had half that in down time. Its taken over an hour on multiple occasions to get thru to customer service and even then, I cant understand the persons Im speaking with. I want what I pay for. This service should be half the price at the speeds offered in this area and the service should be much more reliable considering their advertised pitch about reliability. Unfortunately Brightspeed is the only internet provider in this area other than starlink.

    Business Response

    Date: 07/15/2024

    BBB of ***************** and Western N.C.
    *************************************************************************************


    July 15, 2024


    Re: *************************;
    21966806
    Notice of Complaint Filed: July 10, 2024

    Dear ****************:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************** chronic internet issues. I sent this to my Repair Escalations team for further research, and we advised him of a reported outage. ************** cancelled his internet service and went with another provider due to needing a faster internet speed.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    ******************
    Brightspeed Customer Advocacy


    CC:  *************************

    Customer Answer

    Date: 07/15/2024

     
    I am rejecting this response because:
    I didnt disconnect because of slow speed. I disconnected because the service is unreliable, customer service is horrendous and unintelligible. The final straw was the most recent outage which we had been initially told would be repaired in 12 hours, and then 24 hours and then we were told no repair time is known. I have yet to see a credit for the loss of service over the last 2 years. At this point I feel I am owed much more than what is shown as due. I expect to receive a bill stating I owe nothing at this point and Id call it even. If I am expected to pay anything, I will go through the last nearly 2 years of service and figure the amount Brightspeed owes me for outage time. If need be, Ill file an additional complaint with the BBB. 

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