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:05/02/2024

  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.

  Im a homeowner at this new property and Brightspeed installed a cable box in front of my home . The issue is that the cover does not securely close with exposed cable wires. Also, its an eyesore to onlookers. *** had a brigspeed technician out on 3 separate occasions with a follow up text indicating issue resolved however nothing was done to rectify the issue

  Business Response

  Date: 05/10/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 10, 2024
  
  
  Re: *********************************
  21657171
  Notice of Complaint Filed: May 2, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************************** outside box that needs to be repaired. Upon review, we have a pending repair ticket for 5/16 to repair the outside box.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************************

  Customer Answer

  Date: 05/22/2024

   
  I am rejecting this response because:

  , I am filing a rebuttal against Brightspeed since they have failed to repair or replace the cable box by 5/16/24 as indicated on their email to me. I have made several calls to their escalation team with ******* (no last name) to inquire as to why the work has not been completed. I received an email from ******* on 5/10 stating that a repair ticket for 5/16 as well as a response from *******  with a date of 5/15 for evaluation date for repair and replacement 5/15/24. I will forward a picture of the cable box.

   

   

  
  

  Business Response

  Date: 05/30/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 30, 2024
  
  
  Re: *********************************
  21657171
  Notice of Complaint Filed: May 2, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************************** damaged outside box. Upon review, Brightspeed has cleaned up the cables and resecured the top of the box.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************************

  Customer Answer

  Date: 05/30/2024

   
  I am rejecting this response because:
  As per the attached photo as of 6:00 pm, tonight, the cables were not cleaned up nor the lid secured. This has been a constant issue with Brightspeed whereas they state an issue is corrected when in fact it it not.

  Business Response

  Date: 06/05/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  June 5, 2024
  
  
  Re: *********************************
  21657171
  Notice of Complaint Filed: May 2, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************************** outside box. Brightspeed has cleaned up the cables that were sticking out of the box. The box is designed to have a gap at the bottom to allow air circulation. Our technician has completed all the work to be done.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************************

• Initial Complaint

  Date:05/02/2024

  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.

  I made contact with the business representative ********************* advised she could not tell me the amount I am being charged for service. She states it is not in the system, but the business has me on auto pay.

  Business Response

  Date: 05/02/2024

  May 2, 2024
  
  I appreciate the opportunity to review the complaint that you submitted on May 2, 2024, regarding the account billing inquiries.
  
  Once researched, I found that your account with us bills you at $59 per month after your ACP discount. I will also be emailing you directly with your actual account number for future reference.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:05/02/2024

  Type:Order 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 called Brightspeed on 05/01/2024. It took a long time to get to a representative due to the automated system. I spoke with a male rep about canceling the services of my good friend that had passed away on Jan 5 2024. I am the Executor of the will. I also requested that the bill of $517.21 be dismissed due to the fact that I requested that the service be cancelled 4 months before. I informed the rep that I wrote on the paid bill ******* cancel services". I was ignored 4 times. The rep over the phone showed no signs of empathy and told me that the charges were "valid" because I did not call to cancel. He was argumentative and dismissive. I was given the following reference number: **********, then put on hold to wait for his "Supervisor". He never picked up the phone again. Please listen to the conversation. I simply want the bill to be zero because I asked for the services to be cancelled in writing months before.

  Business Response

  Date: 05/09/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 9, 2024
  
  
  Re: *******************
  21656371
  Notice of Complaint Filed: May 2, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** friends account. ****************** has tried reaching out to him several times to acquire the account information and received no response.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *******************

• Initial Complaint

  Date:05/02/2024

  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.

  To even start, at around 6:30 on April 29th BrightSpeed decided to randomly disconnect my services (phone and internet) without my permission or bothering to contact me. I tried chatting with support and they tell me "my account is being migrated" and my service will be turned back on within a day. Services never come back, and they just essentially lied to me. I check my online account ( acct number #********** and it says it's been closed. I NEVER ASKED FOR MY ACCOUNT TO BE CLOSED. I try chatting with support and got told there was a pending order on my account.... even though I didn't order or change anything. Another time got told my account 'it's being "migrated to a new platform", with a brand new account number (acct number #**********'. I can log into the new account on **********************'s website just fine, I find they changed my internet package. It was 25mbps but now it's reading 15mbps. I didn't ask for my internet package to be change especially not lowered. When I try to get some support on why my service isn't on, they can't even verify I'm the owner because last 4 digits of SSN on the new account don't match with mine... which makes no sense at all. If you "migrated" everything, every piece of info should be the same. I tried telling that to someone in the ***************** and it was as if I was talking to a brick wall. No help whatsoever. At this point, after being left in the dark for two days, I just want all services to be cancelled, disconnected on every account. I no longer want Brightspeed after this situation. I've already changed providers, so all I need from Brightspeed is to make sure my "new account" isn't billing me for anything considering IT WAS NEVER TURNED ON IN THE FIRST PLACE. And to make sure my old account is closed so I can pay my final balance. AND to make sure my phone number can be ported over to my new service provider. Credit off my final balance would be nice, I will consider Brightspeed again when fiber is deployed here.

  Business Response

  Date: 05/02/2024

  May 2, 2024
  
  I appreciate the opportunity to review the complaint that you submitted on May 2, 2024, regarding the accounts and service issues.
  
  Once researched, I found that the original 25m service account was migrated to the 15m account due to system limitations to complete a request that we received to port the phone number on the account to another provider.  Once the original account was *************************** and the new account was issued, the 25m service was no longer available, just as if a new customer had come into the area looking for a new service.  15m seems to be the only speeds available now. 
  The current account cannot be *************************** until the new provider takes the number and it is working with them.  Once that has completed, a disconnect order for the remaining internet service can be issued due to the phone number being the only service that ports out.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 05/06/2024

   
  I am rejecting this response because:
  I have decided to keep the temp number the other provider has provided me with. Please go ahead and cancel all remaining services.

   

  I have a whole new problem also, because Brightspeed migrated my account.. I am now being double billed. Screenshots attached. I can pay ONE OF THE ACCOUNTS, not both. It would be unfair to even pay both because my service with Brightspeed hasn't worked since the migrated process. Please help.

  Business Response

  Date: 05/07/2024

  May 7, 2024
  
  Good morning, 
  
  As previously advised, your original 25m account was migrated to the 15m account along with your original number per a request that you made with your new provider to port the number from us to them.  This is the reason you have two billing statements.  Your original 25m account originally billed you $162.31 on April 26th through May 25th.  Once the account was migrated, this $162.31 amount changed to only $39.97, due at your earliest convenience.
  
  
  Per your request, you're advising that you will keep the temporary number that your new provider has provided you with, I will disconnect the second, 15m account along with your original number effective today as you requested.  This will wipe out any charges from this account ($100.21).  I hope this information helps.
  
  
  Sincerely,
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 05/07/2024

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:05/01/2024

  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.

  5 months have passed and they still haven't trenched my cable. They keep lying to me. I have reached out 3-4 times over the past few months to no avail.

  Business Response

  Date: 05/06/2024

  May 6, 2024
  
  
  Re: *******************;
        Complaint ID: ********
        Notice of Complaint Filed: May 1, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem. I have engaged the Escalated Maintenance Team to handle the issue you are having with the buried line in your yard and have it removed. They have created a ticket to have someone come out to remove it as soon as possible.
  

  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: *******************
  

  
  

  Customer Answer

  Date: 05/06/2024

   
  I am rejecting this response because:
  The cable has already been ripped out of my yard, BY ME.  That **** cable had been in my yard and across my driveway for 4 months and my grandma kept tripping over it.  I had had enough and canceled my service.

  What needs to be resolved is where I MYSELF cut the cable at the telephone pole.  There is a cable dangling free in the wind coming from the top of the telephone pole on the corner of my street.  This needs to be removed.  There is also a spool of cable at the base of the telephone pole that has been there for 2 months.  The cable that was running across my yard has been removed by me and is in the trash.  You guys have NO reason to come and bother me.  Just fix up your mess on the telephone pole.

  I have already canceled and am still super ****** so it really doesn't matter what you guys do, it will not make me happy.  I just know the city of ******* probably doesn't want your loose cable hanging from the telephone pole.

  Business Response

  Date: 05/08/2024

  May 8, 2024
  
  
  Re:*******************;
       Complaint ID ********
       Notice of Complaint Filed: May 1, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. The ********************* team has sent a technician to have the line looped up the pole so that it is no longer just hanging from it. Therefore, it should be taken care of and out of danger.
  

  We would like to extend our sincere gratitude to ******************* for taking the time to contact the BBB and bring this matter to our attention. We deeply regret any inconvenience or issues this may have caused.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 05/09/2024

   
  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:04/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved to ******* ** and the choices for internet providers is severely limited. We gave ********* a try and that was a disaster that cost us $400 to ditch. Brightspeed was the only other option (too far from cell towers for wireless) indicated our old router was not compatible with the protocols used here so we had to start a new account and pay $300 for the router. In the 4 months we have used the service it has been spotty at best. Recently the router would not connect at all. It took 4 days to get someone out to look into it. The problem appeared to be resolved (although not completely) then the router would once again not establish ADSL sync. I called and the earliest they could have someone come back out is Monday ***** (a week later) which means we will have been down for 10 days.We use online bill pay and get statements via email, not snail mail. We also use Calls over WiFi as we are too far from the tower and calls either fail or drop abruptly which would include 911. Another week to correct the issues is unacceptable. The tech that covers the area was not allowed to leave his number. We are between a rock and a hard place. No fiber, no cable, just their 10Mb/s over copper. Brightspeed is well aware of this and are taking advantage of it. IMHO as the issue still exists the repeat visit should be immediate, not another week later. Right now I'm forced to tether to my phone to file this complaint. Bad form people, bad form.

  Business Response

  Date: 05/06/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 6, 2024
  
  
  Re: *********************
  21645132
  Notice of Complaint Filed: April 30, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** chronic internet issues. Upon review, there was storm damage at our central office which has been repaired. **************** confirmed the issue was resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have struggled with this company for 2 yrs to get the service I pay for. They do not keep their hubs maintained so every time it rains, I lose my landline and internet. They do not financially compensate for the loss of service when even on a dry day, it's sketchy. The service is never what it should be. Then calling them, they are outsourcing their call centers so even getting thru to them what is wrong is basically impossible. They can not comprehend that people need internet for cell service in rural areas. The hubs have plastic bags in them to keep them from "getting wet"..that's the quality of maintenance. They require you to be home (call out of work) then cancel their appointments. Every single person I know that has this telephone company is enraged by their lack of service and quality. They have a monopoly in this area and they know it. Please help. I just want the service I pay for. Oh and now they've added a charge that if they come out and can't find anything wrong, they charge 100$. How is that legal? My phone and internet act up when it rains, then they come out 5 or 6 days later and its not raining. Now I'm afraid to even call them because I know the types of people and the company they are. They'll just say nothings wrong and get even more money out of me and my service will still be broken.

  Business Response

  Date: 05/03/2024

  May 3, 2024
  
  I appreciate the opportunity to review the complaint that you submitted on April 29, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that a bad pedestal nearby during weather conditions was causing your service issues.  We were able to have a technician out on May 1st and resolved the pedestal issue and all services tested well. 
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:04/27/2024

  Type:Order 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.

  **************** cancelled by phone and equipment returned March 25. Company continues to charge my credit card despite multiple calls to customer service and assurances it would not continue. Each time I call, it takes ***** minutes to get someone to address the issue, but I have been billed for 2 months now after service was cancelled.

  Business Response

  Date: 05/01/2024

  April 29, 2024
  
  
  Re: ***********************;
         Complaint ID: ********
         Notice of Complaint Filed: April 27, 2024
  
  Dear ****************:
  

  We are pleased to inform you that we have successfully resolved your refund issue. A refund of $ ***** has been posted to your account, and this amount will be returned to your original card for the April payment. Additionally, Brightspeed has already refunded the March payment to you. We have also ensured that the May payment will not go through by disconnecting your account from the system. Please rest assured that there will be no further billing. We want to reassure you that the issue has been fully resolved on our end.
  

  We would like to express our gratitude to ************************* for bringing this matter to our attention through the BBB. We understand that this situation may have caused some inconvenience, and we sincerely apologize for that. We appreciate your patience and understanding as we worked to resolve this issue.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 05/01/2024

   
  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 for your prompt action and resolution. 
  

• Initial Complaint

  Date:04/26/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing about my internet and phone service with Brightspeed. I live in ******* ****. My son had called the company on april 23, 2024 when we were out of service and was given a date of repair two weeks out, I also called on April 23 after him as he needs his internet for schooling, and was told it would be on Thursday April 25, 2024 between 8-5pm. I received a text on 4/24/24 at 820 am, that a tech was there and was working from the road and if needed would come back on scheduled appointment. I then received a text that the service date would be May 7th. I attempted to use on line chat with ******* A, to get an explanation and was disconnected and then unable to go back into the chat icon. I do not feel I need to continue to pay for service that is not working, this happens often and paying for services for a month and not having the service the entire time is disappointing. I called again on 4/25/2024 and was told that it would be May 7th for repair and that is what it is and cannot be sooner. I asked to speak to a supervisor and I was told that i was being transferred to his supervisor now, only to get a voice mail. I left a message and waiting for a return call that I will probably never get.

  Business Response

  Date: 04/30/2024

  April 30, 2024
  
  Dear *************************,
  
  I appreciate the opportunity to review the complaint that you submitted on April 25, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that after a cable cut issue was resolved, the service was confirmed with you to be working once again. 
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 05/01/2024

   
  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:04/25/2024

  Type:Customer Service 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.

  Had an internet service issue earlier this month. Could not reach customer service for repair. Contacted ********************** to help facilitate contact with bright speed. Bright speed then contacted customer and sent technician for repair. The **************** worked fine for roughly seven days. It is the customers opinion that bright speed flagged customers account for retaliation. Customer account now states heavy band width usage and no longer works properly. Customer has never had this issue before repair. Only response from bright speed is to extort customer for a higher monthly charge even though the higher service is not available in the area. I would like the "high band width" tag removed from account or refund for current prepaid service. Then customer will cancel service and find another option for internet provider.

  Business Response

  Date: 05/03/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 3, 2024
  
  
  Re: ***********************
  21626627
  Notice of Complaint Filed: April 25, 2024
  
  Dear ****************:

  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** chronic internet issues. Upon review, his modem went bad. Brightspeed sent him a new modem at no charge per his request. ******************** internet is now in sync.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***********************

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. The "high bandwidth user tag was removed from my account." ******************** was now working correctly. After a discussion with the century link employee a modem was provided to me. The modem was then also installed and the **************** is still working. Hopefully next time customer service will be easier to contact in regards to service issues.