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:04/02/2024

  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.

  I have been a brightspeed customer since they took over Century Link two years ago. Since then I have lost internet connection at least 10 times (twice within the last month). Where I live, internet is the only way to communicate with anyone. We do not have a phone line without internet connection. When we lose internet, we have to drive into town to call customer service. We always spend ***** minutes talking to robots who ask the same questions over and over. Last night I called and when I finally got to a human they said it was an area outage and would be fixed by 11 today. Well, 11 came and went. So I logged in to check for an area outage and the website states there is not an area outage in my area. So, I opened the chatbox and was told that the earliest it would be fixed is tomorrow. Not only that, the chat representative wouldn't answer all my questions and abruptly ended the chat. What am I even paying for? This company is a real disservice to rural communities. I am uploading my chat documentation. You can clearly tell the representative was not reading what I was saying.

  Business Response

  Date: 04/03/2024

   April 3, 2024
  
  Dear *******************************,
  
  I appreciate the opportunity to review the complaint that you submitted on April 2, 2024, regarding the internet service issues.
  
  I reached out to our technical support team for review.  A dispatch was completed by our repair tech due to service not authenticating.  A service credit has been issued effective today for the few days of this recent issue.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/02/2024

  Type:Billing 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.

  Several internet outages and unresponsive web support. I am paying for 10mbps download and consistently getting less. The company is unresponsive and still billing the full $45 per month for service. I have tried numerous times to reach the customer support.

  Business Response

  Date: 04/03/2024

  April 3, 2024
  
  
  Re: ***********************;
        Complaint ID: ********  
        Notice of Complaint Filed: March 19, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem.  A credit has been posted to Mr. ****** account for the internet outage.  The triage team has corrected the outage issues and now the service is restored to proper working stability.
  

  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: 04/04/2024

   
  I am rejecting this response because:
  
  I am expecting a bill adjustment. Temporary service outages were eventually restored. However, Brightspeed is billing me $45 per month for 10mbps download speeds, and I am not receiving that. This, in addition to recent frequent outages and an inability to communicate to the provider via phone or chat, is deserving of billing adjustments for paid services not rendered. 

  Business Response

  Date: 04/05/2024

  April 5, 2024
  
  
  Re: ***********************;
        Complaint ID ********
        Notice of Complaint Filed: April 4, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. **************, we value your choice of our high-speed ***************** up to 10Mbps. This service is part of our Tier 1 pricing, which also includes internet speeds ranging from 1.5Mbps to 15Mbps, all for a monthly recurring cost of $ 45, plus taxes, fees, and surcharges, including other related charges. 
  

  Due to the increasing demand for Brightspeed Internet, the device that serve your Internet have reached full capacity. No new customers can be installed when devices are full, and existing customers cannot be upgraded (among other impacts). 
  

  When we initially processed your new service order, you agreed to our terms and conditions and accepted the offer, which outlines our disclosure of our services. As a one-time courtesy, we have added a $10 monthly discount, effective the next bill cycle and expiring in March 2025.
  

  Again, 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: 04/22/2024

   
  I am rejecting this response because:
  

  This incident is still unresolved, and Brightspeed has not delivered on their promise of a $10 credit. Incidentally, were dealing with the 5th outage in 30days for internet.

  
  

  Business Response

  Date: 04/23/2024

  April 23, 2024
  
  
  Re:***********************;
        Complaint ID ********
        Notice of Complaint Filed: April 4, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. **************, The discount that is posted to your account will start on your May billing at a $10 discount per month.. As a one-time courtesy, we have added a $10 monthly discount, and expiring in March 2025.
  

  Again, 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: 04/23/2024

   
  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. 
  

  Customer Answer

  Date: 06/07/2024

   
  I am rejecting this response because:

  I am having continued service interruptions caused by this company. Additionally, they pledged a ($10) monthly discount as noted in a recent BBB complaint resolution. However, they have not credited the ($10) on this last bill. Please help. Customers are unable to reach a person via phone, and their website rarely functions.

  Billing Adjustment
  

  
  

  Business Response

  Date: 06/11/2024

  June 11, 2024
  
  
  Re: ***********************;
         Complaint ID: ********  
         Notice of Complaint Filed: March 19, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem.  The discount is posted to your account and I have brought your billing where the recurring rate with be $35 monthly. Sorry for the inconvenience.
  

  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: 06/12/2024

   
  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:04/02/2024

  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.

  Brightspeed keeps losing our account and our phone number. As such, we are locked out of our voicemail and our customers are not able to reach us. This is negatively impacting our business. This is our second complaint about the same issue. Our first BBB complaint about Brightspeed being unable to locate our account was in November 2022 Case #********. Brightspeed assured us it had located our account and phone number and it wouldn't happen again. They explained they lost some customer accounts when they ported over some phone number from Quantum Fiber and Centurylink (Level III Communications). But now in 2024, we have spent more than 8 hours on the phone being bounced around to different agents and none of them can locate our account or our phone number. Despite this, Brightspeed is still charging us. The phone number we're referencing is ************* for Healium located at ***************************************************. We're requesting four months credit on our bill which is the amount of time we've been locked out of our voicemail account. ****************** agents told us they're not able to locate our account and it appears that a "Level III Communications" ported the line in 2021. Level III is a Centurylink (aka Brightspeed) company. Brightspeed continues to charge us. Brightspeed does not even recognize their own companies. It is disheartening as a customer that we keep having to file these BBB complaints in order to get them to reset our voicemail account. In addition to a billing credit, I'm requesting that Brightspeed permanently port the number to its MAIN account so we don't continue to have its reps tell us that phone number doesn't exist in their system.

  Customer Answer

  Date: 04/02/2024

  ** a previous complaint, that is correct that Brightspeed refunded our account $210 and assured us it would not lose our account number or phone number again. However, that has not happened. Their customer service representatives continue to tell us they "have no record of our phone number/ account number" and are unable to reset or unlock our voicemail. This problem keeps happening and as such, my business is not able to retrieve voicemail messages from our customers. We are paying Brightspeed $110 monthly for voice service but they have no record of our ********** phone number and we're not able to access our account. ** addition, numerous Healium staff have spent upwards of 3 hours each on phone calls being bounced around to different reps. ** Brightspeed's transition from Centuryltel to Quantum Fiber to Brightspeed, it appears they have lost our phone number.  Two promised to get is resolved and call us back but they never did. This is disappointing as it keeps happening. That's why we're asking for a billing credit on our account and for them to have someone email me at ******************** to immediately unlock our voicemail at **********, reset the password, so we can retrieve our messages. Thanks for helping us resolve this. 

  Business Response

  Date: 04/03/2024

  April 3, 2024
  
  
  Re: *******************
         Complaint ID: ******** 
         Notice of Complaint Filed: April 1, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem.  For the customer to have ease in accessing the account in the future, please note that the account *********** is listed in the customer's name in the Fiber Billing System. The customer can also call the **************** directly at ************.  The customers voicemail service has been unlocked and the *** has been reset to 1234 for the customer to gain access to the use of the system. ************ can enter the voicemail system using *98 entering the *** **** then reset to a *** of her choice. As a courtesy, we have also credited the account for $158.46 for the voice service for December through March while the voicemail was locked out. 
  

  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: 04/03/2024

   
  I am rejecting this response because I called Brightspeed customer service just now with that information you provided and they still do not have a record of ************ and therefore said they would not be able to service our account. They claimed that our phone number was ported away in 2021.  The agent I talked to was *************** agent ID is *******. The call lasted 15 minutes (see screenshots) where she tried to locate our phone number but could not. She said if it's on a fiber line, she would not be able to find that account. Please move our phone number to our main Brightspeed account so we can get our voicemail repaired and not lose business from lost voicemails. We have made more than our fair share of attempts. The Brightspeed ************** is not communicating with the Brightspeed voice division. 
  
  

  Business Response

  Date: 04/04/2024

  April 4, 2024
  
  
  Re:********************;
        Complaint ID ********
        Notice of Complaint Filed: April 3, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. As previous stated, for the customer to have ease in accessing the account in the future, please note that the account *********** is listed in the customer's name in the Fiber Billing System. The customer can also call the **************** directly at ************ for any voicemail questions.  When calling in the customer will need to have at least two pieces of information to verify the account, which can include the service address, email, or primary contact number on the account *************). The customers voicemail service has been unlocked and the *** has been reset to 1234 for the customer to gain access to the use of the system. This will need to be set up from the customers phone *************). ************ can enter the voicemail system using *98 entering the *** **** then reset to a *** of her choice.
  

  Again, we appreciate ******************* for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:04/02/2024

  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.

  My issue with Brightspeed Internet is taht I cut off the internet and returned everything in 2023. But they monthly bill me anyway. Then monthly I call and credit it. The company is nice about it but it is a sure hassle to continue doing. Dates May 2023-Present, nothing, I call and get it credited every month. **************** originally but it is not connected now. I need them to stop billing me monthly for a service I do not have. Yes, the business has tried but I don't understand why they can't take it out of the system to not bill monthly. Account #*********. Doesn't include advertising. I have paid them in the past for internet usage but I do not owe anything currently due to me calling and discontinuing the service. Thank you for helping resolve the matter at hand. *********************** ***** -Past Owner.

  Business Response

  Date: 04/08/2024

  April 8, 2024
  
  Dear ***********************,
  
  I appreciate the opportunity to review the complaint that you submitted on April 1, 2024, regarding the billing and account ************************* request.
  
  I reached out to a back-office team who started the process to completely disconnect the account.  I also had to reach out to our IT department due to a system issue that was not allowing the account to *************************.  I received confirmation that all has been resolved.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:04/01/2024

  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.

  Good afternoon, I'm contacting you in hope of getting a reocurring phone issue resolved that has been continuous for approximately 6 months now and I feel that enough is enough. My issue is with Bright ************************ My phone lines went down around October 2023( no dial tone, no receiving in calls, or making outside calls etc.) I have contacted this company at least 4-6 times approximately, unsure because I've lost count but each time the company has sent out a repair technician who does a temporary fix that he assures has been resolved but the same phone issue reoccurs usually 30 min. to 1 hr. after they leave my residence. I pay my phone bill monthly on time and this has been stressful to deal with for 6 months without a resolution. I have had two emergencies at or near my home where I couldn't use my cell phone due to the loss of or weak signal ( one of which was a car accident). So I couldn't use my cell or landline phone to call for help because it was still down. I never had this problem with the previous service provider but had to switch to Bright speed because they bought the other company out which was a shame because they seemed to care more for their loyal customers. Any help that you can assist me with in getting this issue resolved would be greatly appreciated because I'm tired, frustrated, and fed up with this phone company. They should have records of all phone bill payments that I have made on file because they are certainly paid on time. Currently my phone is still down after a technician came out on 3/29/2024 and supposedly once again fixed the issue.

  Business Response

  Date: 04/04/2024

  BBB of Southern Piedmont and ************
  ***********************************************************************
  
  
  April 4, 2024
  
  
  Re: ************************;
  21513634
  Notice of Complaint Filed: April 1, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the details regarding ********************' chronic phone issues. Upon review, the issue was a bad cable in the pedestal. A technician completed the repair on 4/3/24. A credit was applied to the account for time without service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

• Initial Complaint

  Date:04/01/2024

  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 called on March 7th asking for them to move my internet service on 3/29th but they never did. They sent me an email asking me to confirm/consent and I did but denied any of this occurred. Yet when I called on the 28th they said it was my fault. I asked to speak to a supervisor and was transferred to one on the 28th. I was promised that a modem would be delivered on the 29th via **** I got an email confirming this yet when I call on 4/1 a rude customer service representative acted like I was crazy to expect the modem to be delivered in one day. She said no one not even supervisors can authorize a modem being delivered in one day. I have been told nothing but lies from this company. All I wanted was my service moved on 3/29. As I told them I work from home so internet is critical for me. I could not work on 4/1 due to all of this. Not only that, the customer service rep I spoke with on 4/1 said I was being charged for service even though I do not have any. I want them to remove charges for the month of March or compensate my time lost from work on 4/1 with a credit to the account.

  Business Response

  Date: 04/02/2024

  April 1, 2024 
  
  
  Re: ***************************  
        Complaint ID:  ******** 
        Notice of Complaint Filed: April 1, 2024 
  
  Dear ****************: 
  
  We appreciated the opportunity to review the details in the statement of the problem.  Since the modem isn't going to be received until late evening on 4/2 and the service was moved on 3/29, we credited the customer for the remaining prorated charges after the move. We have also added a $10 Loyalty discount for one year per error on our part.  
  
  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: Parcilla Gregg 

  Customer Answer

  Date: 04/04/2024

   
  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. A technician just left my house and the internet is up and running. I appreciate the quick response. The complaint has been resolved.
  
  Thank you. 
  

• Initial Complaint

  Date:03/29/2024

  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.

  Ever since Brightspeed bought centurylink their speeds have consistently been below the expected and agreed upon internet speeds. Despite repeated calls they have yet to fix the problem I have made multiple calls to "customer service" beginning March 2 through current moment, March 29,2024 @ 11:30am EST. I have been told EVERY time that a repair ticket is being processed and they will have someone out promptly, tomorrow, within the next week, sometimes even an exact date. NOBODY SHOWS and I make a followup call and have to go through the entire process BECAUSE THE TICKET CANT BE FOUND. I've been told there's an outage, ive been told its my modem ive been told its their wiring. their cable, blah blah blah..

  Business Response

  Date: 04/05/2024

  April 5, 2024
  
  
  Re: ***************************;
         Complaint ID:  ********
         Notice of Complaint Filed: March 29, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem.  ************** has been already issued a one-month credit on 4/1 for $78.09 for issues due to internet outages on her account. Pattern network outage is expected to be cleared by 4/10/2024. ************** has had a replacement modem sent and it will arrive in the evening of 4/6/2024.
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had Brightspeed internet since they were CenturyLink. At our home, we have two 10M connections for internet service since my husband and I both work from home. Approximately two weeks ago, my internet connection dropped from around 8-10M down to 1-2M most of the day. I've called Brightspeed on multiple occasions to try to rectify the situation. They sent out a technician last Friday who verified I'm receiving the correct speed to the modem, which I already knew. But when I connect my computer directly into their modem (hard wired), I'm not able to achieve the speeds. Something changed on their end for this to happen. They argue that I'm using too much bandwidth, even though I've disconnected every device in my house from that line. All this time, my husband's connection has been working fine (with some small issues). I don't know what else to do to get this rectified. I run my business out of my home and I NEED internet access. I'm beyond frustrated and have no other options for internet service in my area.

  Business Response

  Date: 04/09/2024

  April 9, 2024
  
  Dear ***************************,
  
  I appreciate the opportunity to review the complaint that you submitted on March 27, 2024, regarding the internet service issues.
  
  I reached out to our technical support team for review.  Although the line conditions showed to be authenticating well, they still rebuilt the programming and all tests showed good.  I received an update that you advised that all is running well for now and youll contact us as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 04/14/2024

   
  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:03/28/2024

  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.

  My father who lives at ***************************************************** has brightspeed for his phone service. Last week he was unable to call out on to "some people" so I contacted them to let them know of his issues. Well through social media I have found out that they are blocking their brightspeed customers from calling anyone who has Breezeline phone service. They told me last week they would fix the issue and nothing happened so a service technician was to come on 3-26 and was a no show.... I called again on 3-27 to complain and they ended up hanging up on me. I know of a ton of people in our area experience the same issue. Its a big problem that my 82 year old dad can not call his 3 children in case of an emergency OR his doctors office or local hospital for that matter.

  Business Response

  Date: 03/28/2024

  BBB of Southern Piedmont and ************
  ***********************************************************************
  
  
  March 28, 2024
  
  
  Re: ******************************;
  21497929
  Notice of Complaint Filed: March 28, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the details regarding issues with her father not being able to call certain numbers. Reached out to ******************** and she confirmed the issue has been resolved. I issued an out of service credit and she was satisfied. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************************
  

• Initial Complaint

  Date:03/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wifi stopped working on 3/26. I spent over an hour on the phone with a technician who did absolutely nothing to resolve the issue. I was told a tech could not come out until 3/29, which I said was unacceptable. He was able to change the appointment to 3/27 from 8am-5pm. At 1pm on 3/27 I received a text saying they can't come out until the following day. Now I've had to take two days off of work because of their inability to schedule a technician. They're saying becuase of system limitations they're only able to compensate my bill for 2 days that the wifi is not working. I've had Brightspeed for a year now (since it switched from Century Link), this is the THIRD time I've had a wifi outage lasting several days. I've spoken to 4 customer service reps who have done nothing to remedy this situation. Worst company I've ever had to deal with.

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
  Dear *********************,
  
  I appreciate the opportunity to review the complaint that you submitted on March 27, 2024, requesting a billing adjustment due to service issues.
  
  I had a chance to review your account and have issued a credit effective today for the 2 days that you were without service.  I completely understand your frustrations having to miss work, but it is necessary at times if a technician needs to visit the premises to troubleshoot the service.  We dont compensate for this, only for service days that were affected.  The credit for $4.39 has been issued and effective today.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************