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:03/19/2024

  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 a new customer with ****************** internet and I have not received an electronic or paper billing statement. As a new customer this is very odd and concerning. I received an email stating my bill was due and the amount, along with instructions to view the statement in the Brightspeed App online but I have tried for almost 2wks to view the statement. Everytime I try to open the statement a error message pops up saying Brightspeed is having tech difficulties at this and to try back later. I have called customer svc and was told during the first call a one time.paper statement would be mailed to me but is has been almost 2wks and no statement received. I called a second time and was recited the charges over the phone and confirmation was provided that Brightspeed is having tech difficulties but when I pressed for a answer as to why the problem had persisted for almost 2 wks no answer could be given. A note was to be made in my account regarding the issue viewing my billing statement and late charge should not be added but I am not confident this will not be resolved without a lot of aggrevation on my part having to communicate this issue over and over again until any late charges are voided. I would like to have my paper statement mailed to my address on file along with a written letter confirming tech issues with viewing billing statements and verifying no late fees will be charged to my account.

  Business Response

  Date: 03/21/2024

  
  March 21, 2024
  
  Dear *************************,
  
  I appreciate the opportunity to review the complaint that you submitted on March 19, 2024, regarding the billing statements issue.
  
  As requested, I have changed your account to regular paper statements.  Your next statement will generate on April 2, 2024.  The account currently shows a balance from your first billing statement, please contact our financial services department at ************** at your earliest convenience to resolve the balance.  I will email your directly with a copy of your first statement and if by chance you receive a late fee, you can reach out to me directly to have that resolved.
  
  We acknowledge your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 03/21/2024

   
  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:03/19/2024

  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 still have a current complaint. I tried contacting Brightspeed, and they keep telling me it's on our end. I go to college online, and the internet cutting in and out is causing issues. I tried explaining that, but they still haven't fixed it. The thing is, I never had this issue with Centrylink until Brightspeed took over. There has been nothing but failed internet connections with this company, and they should go to the library, which is not even possible as far out as I live from the library. We have the same amount of equipment on the Internet as we had with the other company. If this problem continues, I will fail my classes and then have to pay back the money to the school, which I can't afford to do. Something has to be done if they won't listen to me.

  Business Response

  Date: 03/21/2024

   March 21, 2024
  
  Dear *************************,
  
  I appreciate the opportunity to review the complaint that you submitted on March 19, 2024, regarding an internet service issue.
  
  The initial assessment by our technical support team showed all lines stats were good, but also a high bandwidth usage.  This can be a result of too many or the types of devices that are being used on the 10m service.  I received notification that after a system reset, the modem is now showing reading of 11.6m. 
  
  We acknowledge your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 03/21/2024

   
  I am rejecting this response because:
  The issue still exists and despite what they try to state the fact remains am still using what I always had before brightspeed took over with centrytel I never had this issue and then brightspeed took over nothing but problems 

  Business Response

  Date: 03/21/2024

  March 21, 2024
  
  Good afternoon,
  
  Regarding your rejection, I just had our technical support team review your service, here are my findings. As previously mentioned, the service is authenticating well and currently working at 148% of the purchase price.  The ongoing issue here is high bandwidth issues, which is completely out of our control. The last 7 days show high bandwidth usage, for example, today it shows a **/Roku using 61% of the 10m service, this only leaves you with about 4m for your desktop computer that also shows in use. As the repair agent advised, turning off the ** while working on your computer may help the bandwidth issue.  Again, after the service reset that was issued earlier, all is working well. 
  Thank you in advance.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 03/25/2024

   
  I am rejecting this response because:

  Here is proof internet just went down

   I was in the middle of school work and despite what they say I am telling you that I've never had this issue with the other company that was originally here it was not until brightspeed took over that I started having problems I've had all the same stuff off the old internet company that I have on with this company so I'm not buying that they fixed the problem which they didn't and I'm sure not buying that we have too much stuff on the connection because I am telling you that I even disconnected everything for a month and still have this issue so you tell me what I am supposed to do since this is the only company out here that we got so you want to close the case that is fine but I am going somewhere and going to do something about this even if I got to write the head office

   

  
  

  Business Response

  Date: 03/27/2024

  March 27, 2024
  
  Good morning,
  
  Once again, our records show that all lines are not only authenticating well but working at %148 of the purchased speed.  You mentioned that you disconnected everything for a month, please keep in mind, that we can see the devices that are being used on your service directly connected or via Wi-fi.  Although you may not agree, the issue here continues to be device over-utilization. Since this last rejection from you on March 25th, weve continued to check, and the over-utilization continues to be the issue here.  On the 25th, when you sent us this last rejection, there were 5 devices on the service, 1 TV, 2 Cellphones, and 2 computer devices (1 states HP, not sure if this a printer).  As previously advised, this is too many devices for your service.  If youd like, we would be happy to send a technician out to troubleshoot the service, but there would be a fee for a tech to be sent out of $99.  Please let me know if you would like for me to schedule a technician.
  
  Sincerely,
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 03/27/2024

   
  I am rejecting this response because:
  Like I have stated before you guys took over CenturyLink. With CenturyLink we had the same amount running and never had this issue. So my question is what did u guys do to the internet speed? For example when we first hooked up with CenturyLink they offered us fiber internet yes it would have cost about 2000 to run it here but now you guys took over and say that fiber isn't in the area. So no am not buying to much on the internet.

• Initial Complaint

  Date:03/19/2024

  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 HAVE 4 BUISNESS LINES AND ARE ON CALL 24 HOURS A DAY WITH 2 LINES FOR EMERGENCY TOWING FOR CUSTOMERS, ************ CITY POLICE, ********** CITY POLICE,CUMBERLAND COUNTY SHERIFF DEPARTMENT, AND **** HIGHWAY PATROL. MISSING CALLS FROM THEIR DISPATCH RESULTS IN OUR BUISNESS BEING REMOVED AS A CONTACT. OUR PHONES WERE OUT MARCH 5TH TIL MARCH 7TH . REPAIRMN ARRIVED AROUND 10 AM AND PARTIAL REPAIR COMPLETED AROUND NOON WITH BAD NOISE DISTORATION NOTED BY BRIGHTSPEED TECHNICIAN, TO RETURN ANOTHER DATE TO RESOLVE. STILL DISTORTION REMAINED TIL ANOTHER OUTAGE ON MARCH 17 AND CURRENTLY WITH OUT PHONES AS OF MARCH 19. LOOSING MONEY AND BUISNESS DAILY . OUR PHONES HAVE BEEN CONSTANT ISSUE THROUGH PROVIDERS, WANTING THE PROBLEM FIXED !!!

  Business Response

  Date: 03/26/2024

  March 26, 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 tech was dispatched on 03/22/2024 and spliced the customer through replacement cableAn adjustment in the amount of $62.09 was issued to satisfy service outage.
  

   

  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: 06/21/2024

   
  I am rejecting this response because:

  WE ARE EXPERIENCING PHONE ISSUES AGAIN AT OUR PLACE OF BUSINESS. PEIOR COMPLAIN THROUGH BBB ************* We are being told it will be approx 1 week before a technician will get our phones working. We are on Highway and ******************* rotation calls 24 hours a day. These are emergency calls that we can not miss. We need our phones repaired in a more timely manner. Please help!

  Desired Outcome:

  Repair; Billing adjustment

   

  
  

  Business Response

  Date: 06/25/2024

  Dear Ksis:

  In response to the complaint filed by the Better Business Bureau (BBB) on behalf ***** and ***********************, A-1 *****************. Brightspeed has provided a response of the resolution accordingly.
  
  In similar cases managed by the ************************ it has been observed that the customer or relevant individual has actively pursued a resolution by filing a complaint with the Brightspeed Customer ********************* Advocacy Resolution Team (SMART) about the same specific issue. (CSM0162974). ***** engaged the ********************* Team, who confirmed pending dispatches. However, the repair escalation tickets were placed in a typical cause outage pattern due to cable theft, with an expected time restoration of June 28, 2024. Due to duplication that concerns the same issue, the Customer Advocate has closed their case via the BBB.  Thus, the Customer Advocate ********** ************* Advocacy Resolution Team) proactively engages and regularly updates the customer.
  
  We regret any inconvenience the customer may have encountered, and we thank you for bringing this matter to our attention.
  
  Kind regards,
  Customer ************** (CAG)

• Initial Complaint

  Date:03/19/2024

  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.

  Customer Name: ***************************** Phone number ************ Acct Number: ********* I am writing this on behalf of my mother. She is 87 years old and she is disabled. She has a heart condition and has a landline which her Life Alert system is connected to. Since this summer she has had intermittent service. I have been working with Brightspeed to no resolution. On February 16th, I called because she could not call out or receive phone calls. They scheduled an appointment for one month later on March 18th. I was told to file paper work for her disability and if there was an outage they would schedule her as priority. The forms were filed and they acknowledged receipt of the forms. On March 16th we received a phone call to verify that they were coming out on Monday, March 18th. On Monday, March 18th we received a call that the would be out from 8:00 AM to 12:00 PM. By 2:00, they did not show up. I took the day off because mom has mobility issues and I could point out equipment, open the door etc. So, I lost a day of work. I called the tech support line. Explained the situation and was in a loop. Finally, they said they would get her an appointment for Tuesday, March 19th. I informed them that has an MRI scheduled on that date and no one would be home. The tech said he would schedule it for Friday, March 22. I asked to have the call escalated and I was sent to billing. After being sent to billing, I was sent to a supervisor Geneva. She said she saw that the ticket for the 18th was a closed outfor no reason and no resolution. She said that she could see that there was a ticket for Tuesday, March 19th. After telling the original tech that we could not do the 19th, he went ahead and scheduled it for the 19th. She then told me she would escalate my call to another customer service ********* name was ****. She told me she would try to get an appointment either on Wednesday the 20th or the 22nd. She was snippy, rude, and sarcastic. I asked her to give me a date because I have to take time. She said she didnt know and maybe I need to take two days off. I live three hours away so in reality that is 3 days of taking time off plus taking time off today the 18th for not having a technician show up. Not a way to diffuse the situation. At the end of the day, I dont know if or when we have an appointment. We just received a text that they were coming in on Tuesday the 19th. Are you kidding me?????This is an ADA ****** Her Life Alert system is dependent on a landline. As a result she needs consistent and reliable service. Last week we had to call 911. I was fortunate that I happen to be home that day. If I could find another phone service for the area, I would. She is 87 years old and does not want other technology in the home. I cant get through to headquarters. I cant get any help with this matter and frankly if I could switch services I would eliminate service. I dont know anymore what to do. This is about a life situation and a disability. Who do I have to speak to? I am contacting anyone that will listen but frankly Brightspeed is like *************. She has never missed a payment. She is not asking for refunds. She just wants reliable service so that she is confident to have help when she needs it. Please, provide some sort of resolution.

  Business Response

  Date: 03/21/2024

  March 21, 2024
  
  Dear *************************,
  
  I appreciate the opportunity to review the complaint that you submitted on March 18, 2024, regarding the phoneline issues for your mothers account.
  
  You did mention of a repair dispatch dated for March 20th,but I still reached out to our repair teams and field leadership to make sure they worked the issue.  Along with a new line on the exterior which a ticket has been submitted to bury the line, new cables were replaced in a near by pedestal, along with new inside wiring and a new jack.  I received confirmation from the technician that all is working well as he confirmed from the residence line.
  
  We acknowledge your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:03/15/2024

  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 am trying to move my Brightspeed service to my new residence across the street from where I currently live. The first time I was told 3-5 business days. When I called back, I was told the order was never placed. Another 3-5 business days and now I am told my move was cancelled (sent by e-mail). I have no internet service and a home business. I was told it was cancelled because of a "drop cost." Have no idea but they will send someone to move service when they have availability.I can't talk to an actual technician to explain the problem, only the person who says they can only schedule my move. Brightspeed took over Centurylink. I thought it couldn't be worse than Centurylink. I was wrong.

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  Dear *****************************,
  
  I appreciate the opportunity to review the complaint that you submitted on March 15, 2024, regarding the service order issues.
  
  As you and I have gone back and forth in our emails, once researched,I found that your new location Move order request to ******************************* per online mapping showed to be across the street from you and not where you advised it is.  You did confirm that the actual 670 location is further North from where online mapping shows.  I completely understand that there was an issue with the initial Move order to your new residence.  My only record regarding the original order is that it was cancelled by you due to the cost for the new drop (a new service line installed to reach your new residence). Not sure if there was some confusion or miscommunication there, but that is what I found on the original order.
  On March 20th, after you advised me via email that you were getting quotes from other companies, I asked a couple of times via email on the same day if I could help you with your Move order request but needed for you to advise.  I have yet to hear back from you, but I am here if you still need my help, please let me know.
  
  We acknowledge your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  

  
  Sincerely,
  
  **************
  Brightspeed - Customer Advocacy Group

  Customer Answer

  Date: 03/26/2024

   
  I am rejecting this response because it is untrue.  Brightspeed wants to blame me for the problems.  First it claims I gave them an incorrect location for my home.   This claim came 4 days after a technician showed up at my new home.  Then it claims I cancelled the order because I didn't want to pay an additional charge.  I was never notified of an additional charge.  ********** cancelled the order without telling me why.  I spent an hour on the phone trying to find out the reason.  I was then told I was in the system and in another 3-5 business days our service would be moved. 

  See attached e -mail exchange with  Brightspeed as well as screen shot from my office phone showing the almost hour long conversation (and hold time). 

   

  
  

  Business Response

  Date: 03/26/2024

  March 26, 2024
  
  Good afternoon,
  
  Regarding your rejection response, please forgive me, but no one is placing blame on you, I just shared my findings with you from my research of your account. I confirmed the right location with you, and I found that online, it does not show the correct location according to where you advised it actually is, this includes our online back-office records. Yes, the technician showed up at your home, as it is an established residence and easy to find. Unfortunately, the main issue here is a records issue, as you agreed with me that you're also not sure as to why online your new location shows to be incorrect as I found the same thing. The cancelling of the order is just what I found on the original order, not sure why it stated that, but again, that is all I had to go on. I have continued to ask you if you would still like for me to assist you with your "move" order after you mentioned that you were getting quotes from other companies. I have still not heard back from you regarding this. I do apologize for the time you have taken to get this resolved on chats and on the phone. Again, please let me know if I can help you continue with us.
  
  
  Sincerely,
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:03/15/2024

  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 husband and I used Brightspeed for about 1-2 years while we lived in ***********, **. We moved to ************* 12/29/2023. We cancelled the Brightspeed internet services and returned all equipment right away. We got charged TWICE in December, once in January and once in February. Their company only showed ONE charge in December, not the other 3. We called at the end of January and got refunded for the 2 false payments. However, February 17 came around and I got charged yet another month of false payment. We do not have an account through them nor use any of their services, yet we are still getting charged. They cannot figure out why. It is frustrating to keep this happening every single month with no answers. Attached is the latest false charge that we have not been refunded yet.

  Business Response

  Date: 02/21/2024

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by ***************************************
  
  Upon review:
  
  This was incorrectly assigned as this customer is with ****************** and not a CenturyLink customer. This complaint will need to be sent to Brightspeed for assistance.
  
  Sincerely,
  
  **************
  Customer Advocacy Group
  CenturyLink

  Business Response

  Date: 03/25/2024

  BBB of Southern Piedmont and ************
  ***********************************************************************
  
  
  March 25, 2024
  
  
  Re:      *****************************
  Complaint ID ********
  Notice of Complaint Filed: March 15, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the details in the complaint filed by *****************************. In her complaint she states she used to have service with Brightspeed and her card is still being charged. Brightspeed had **************** research this issue for *****************************. Records show the two payments drafted were to account *********** under a ******************. Brightspeed is recommending ************** to cancel her credit card and dispute the charges with her bank.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ******************************
  

• Initial Complaint

  Date:03/15/2024

  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 date is March 14, 2024. It seems like everytime the weather changes, my Wifi goes out. I call and they say I have a bad/unstable connection. A tech. was sent out and he said my connection was fine outside and inside. A few weeks ago, I had to change my password...again! This should not happen! When I called today, 3/14/2024. I was told that again I have an unstable connection! I am disabled and told the lady on the phone at Brightspeed so, she seemed not to care. That's rude! FIX THE PROBLEM!!! Do not call me, email me!

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  
  Re: ************************;
  Complaint ID: ********
  Notice of Complaint Filed: March 14, 2024
  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem. We have confirmed **************** has received their new modem and the internet is now working. 
  

  We understand there are some issues that prevent **************** from visiting the physical *** Store to return the equipment modem. We want to advise that there are other options available for returns, such as home pick up.
  
  Returning Leased modem via Brightspeed website:
  

  www.brightspeed.com/modemreturns
  

  Use Equipment Returns website to generate and print a prepaid return label to return equipment via *** within 30 days. Customer must return modem within 30 days of order Due Date to avoid being billed the purchase price. For modems returned after 30 days following the order date, see Charges for Unreturned Equipment
  

  Home Pick Up via *** Website:
  

  www.ups.com
  

  Enter the tracking number in section 1 of Schedule a Pickup external link and click outside the box. Its free if you see the message, "Note: You entered a tracking number that can be used for a pre-paid On-Call Pickup. No further payment is required". To avoid a fee, hand the package to a *** driver or search for a drop-off location external link.
  

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

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:03/13/2024

  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.

  They are charging people in rural Halifax county ** the same price for lower speed internet as for people in citys that get higher speeds I only get 3mbs for $50 a month 15 miles away in Littleton people get 20 mbs for $50 a month they are the only service provider in our area so they don't offer any choices I think thats wrong 3mbs is all they offer that's not enough to do anything CenturyLink did give 10 mbs because were in a rural area we have no other choices they over charging for what were getting

  Business Response

  Date: 03/20/2024

  BBB of Southern Piedmont and ************
  ***********************************************************************
  
  
  March 20, 2024
  
  
  Re:     ****** Mills  
  Complaint ID: ********
  Notice of Complaint Filed: March 12, 2024
  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the details in the complaint provided by **************. He stated customers in neighboring county is receiving a faster internet speed. Records indicate ************** is receiving the fastest speed available, per his location, that Brightspeed can provide. He will be updated if any upgrades become available. 
  

  We appreciate *********************** for taking the time to reach out to the BBB to inform Brightspeed about the matter. We apologize for any issues due to the experience and inconvenience.
  Sincerely,
  

  ****************
  Brightspeed Customer Advocacy
  
  
  CC:***********************

• Initial Complaint

  Date:03/13/2024

  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.

  I have been calling and calling January atleast 3 times since Jan 3 and they reject my application time and time. One guy on the phone said there was an issue with their system and that my discount should be processed. Apparentyl now someone is saying they lied and that they have no evidence my application went through. Ebry time I called which they said now they have no record, they kept pushing it under the rug and not trying to apply my acp discount. They are lying and not giving people their rights.

  Business Response

  Date: 03/20/2024

  March 20, 2024
  
  
  Re:  **********************
  Complaint ID ********
  Notice of Complaint Filed: March 12, 2024
  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem. We have confirmed that ********************* neither qualified through the National Verifier nor is she found in our system to add the **** I under ****************' concern and know how confusing this situation must be for her. The federally funded discount is no longer available.We appreciate **********************  for taking the time to reach out to the BBB to inform Brightspeed about the matter. We apologize for any issues due to the experience and inconvenience.

  Currently, the *** is no longer accepting new applications after February 7, 2024. Congress has not provided additional funding for the program, and it scheduled to end in April 2024. Please refer to the government website, ***********************." For questions about your ACP status, call the ****************** at ************** or email ******************* or refer to the government website,************************.
  

  Sincerely,
  

  Brightspeed Customer Advocate

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

• Initial Complaint

  Date:03/13/2024

  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.

  Our direct phone service land-line connection was cut on December 18, 2023, when either Brightspeed itself or their contractor severed it while installing conduit for Brightspeed fiber optic service. To date, Brightspeed has not installed a permanent connection for our land-line phone service.At present there is a temporary wire connector which runs from the junction box on the other side of the street to the one on our side. This temporary wire connector runs across sidewalks, lawns, and the street. It is not only inconvenient and unsightly but a hazard for the neighborhood. There has also been a problem with the reliability of this temporary wire connector, as it did not function consistently or satisfactorily through most of January 2024. The current temporary wire connector has been in place since January 30, 2024. Even though we did experience disruptions in phone service from the initial line cutting in December through January, we have continued to pay Brightspeed the monthly service fee of $39.36 Repeated calls to the local Brightspeed service supervisor about this unsatisfactory situation have neither produced corrective action nor have they even resulted in return calls to us to provide a status update about possible repair.At present it appears that Brightspeed is incapable or unwilling to provide a dependable, permanent land-line connection for our phone service.Action needed ? Repair the service line with a permanent connection. Finish the job.