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:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed bought out my previous internet provider and since they took over the internet has been down more than it works. I call several times a month. I've been told a tech will come out. No tech shows up. It has now been out for 3 days and I have called five times. I am paying them for services that I am not receiving. I don't have many options for internet in my area and feel I am being taken advantage of because of that. In the past year, since they took over, I have had problems every month, sometimes multiple times each month. I realize this issue may not be huge to most people, but my kids cannot do homework and I cannot do my job without internet.

  Business Response

  Date: 11/27/2023

  Brightspeed has completed a review of the complaint submitted by ************************* regarding the ongoing internet issues she has endured since transitioning to Brightspeed.
  
  Brightspeed records confirm several calls have been received regarding internet issues. Upon receiving the complaint, ******************** concerns were routed to the Brightspeed repair escalation team to investigate in which a repair ticket was issued for additional troubleshooting. The technician indicated there was no trouble found at the local NID (Network Interface Device) and that the customer possibly needed a modem but could not confirm due to no access inside the home.  The customer requested to cancel the repair ticket as well as cancel their Brightspeed service. Due to the issues encountered, the last month's bill has been adjusted and the account updated to reflect a zero balance. 
  
   Brightspeed strives to provide the best experience possible including reporting any issues or concerns our customers may have.  We truly regret this matter could not be resolved to ******************** satisfaction and apologize for any inconvenience and frustration this matter has caused her.

   

  Thank you,

  ***************************

  Brightspeed

  Customer Answer

  Date: 11/28/2023

   
  I am rejecting this response because: while this was the most recent instance, I have called several times a month for a year. Service has been out for days to over a week each time. It has been fixed without them sending anyone to my home. This time they said someone would be at the house on Thursday. No one showed up. Got a call on Saturday that a tech was at the house. We werent home and were not told anyone would be coming. 
  Ive called and been told they have no record of me calling. The next time Im told they can see Ive called several times.
  Ive been paying for service that I have not received and have complained to the company multiple times. I just want my money back for year of service since they took over. 
  
  

  Business Response

  Date: 12/04/2023

  Please be advised that Brightspeed records indicate credit was issued to the customer's account on 6/4/23 for $49.00, 7/14/23 for $399.00, 11/20/23 for $49.00, and 11/21/23 for $49.00. We apologize for the negative experience and frustration endured but unfortunately, Brightspeed has declined to issue additional credit to the account at this time.
  
  *********************
  Executive Office Case *********************************** ******************

  Customer Answer

  Date: 12/04/2023

   
  I am rejecting this response because:

  The #*** credit was NOT due to service. That was a charge they say I requested but had no proof of my request. 

  Three $49 credit's over the course of the year is not sufficient for the amount of time the service was down. Several times I called in the same month. I've been told they did not see that I made any calls, then the next time I call I get told they could see I'd had several issues. I have cancelled service with Brightspeed and during that call ******* told me he could see that I had made calls every month stating the service was down. At that time, he offered me two months of service at no charge which I declined since no service, even when it's free, is still no service. I have been fighting with Brightspeed for over a year on failure of service. 

  
  

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to get their internet, they never installed it so I changed to ********* but they already got *************************************************** Said I owe 116 now and I do not have there internet

  Business Response

  Date: 11/11/2023

  November 11, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In her complaint he states claims that he no longer has Brightspeed internet service and is still getting billed. Brightspeed disconnected the internet service on 11/10/23 and refunded the monies back to Mr. ******** account.
  ****************** acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:11/10/2023

  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 caller ID doesn't work an nd the internet keeps disconnecting

  Business Response

  Date: 11/27/2023

  Brightspeed has completed a review of the complaint filed by *********************** regarding intermittent internet connection and caller ID  issues.
  
  ********************* concerns were routed to the Brightspeed repair escalation team to investigate. A repair ticket was issued and completed on 11/13/23 with repairs completed in the field to the outside cable pair. The modem was replaced and the caller ID was isolated to a programming issue. 
  
  There have been no new issues reported since repairs were completed on 11/13/23. 
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** ******************
  
  

• Initial Complaint

  Date:11/10/2023

  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 had problems with our internet for months, now, we have called and worked with they're "support staff" and it's not any better, most of the time they end the call and we have to wait an eternity to get a call back or anything else. We are paying for a product that we have to fight with to use. We simply want the issue corrected and go on about our business

  Business Response

  Date: 11/13/2023

  November 13, 2023
  
  
  Re:       CustomerName
  Complaint ID *********
  Notice of Complaint Filed: October 9, 2023
  
  Dear ****************:
  
  ************************* filed a complaint through the Better Business Bureau (BBB) about internet issues.
  
  We have researched our records and are unable to find any information for *************************. Please supply the billing account, telephone number, and whole/complete service address.

  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

• Initial Complaint

  Date:11/09/2023

  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.

  I called Centurylink (Brightspeed now) on September 25 to place my move order for my internet service. We are moving to a new construction home so they had to have a technician come out to the house to lay the internet lines. The technician came out and since we are more than 300 ft from the road, they need to hire a contractor to come out and lay the lines. Before making an appointment for a contractor, Brightspeed had me sign a contract and pay an extra $700 for them to come out and lay the lines. I signed the contract and paid them on Oct 8. They said the contractor would be out on Oct 16 to complete the project. noone showed up. I called Brightspeed and was transferred 5 times and on the phone for 1.5 hours. They then said the contractor would have it completed by Oct 20. Again, no one showed up. I called Brightspeed again and was transferred 6 times and on the phone for 2 hours. Noone was able to provide me with an update and still we do not have a date of completion. They took my $700 and will not schedule the work to be done. I email the Brightspeed construction team every day for an update. Noone can provide that to me. I have now not had internet at our house for over a month and have no idea if they will ever complete the project.

  Business Response

  Date: 11/03/2023

  This customer's in ****************** Territory, please redirect to Brightspeed. 

   

  JJ 

  CenturyLink Customer Advocacy Group 

  Business Response

  Date: 11/29/2023

  November 29, 2023
  
  
  Re:**********************************
  Complaint ID ********
  Notice of Complaint Filed: November 3, 2023
  
  Dear ****************:
  
  ********************************* filed a complaint through the Better Business Bureau (BBB) about aid to construction payment and cable extension.
  
  Brightspeed has completed our investigation concerning the billing account number ******** and appreciated the opportunity to review it. Our contractors completed the buried drop on November 08, 2023, released the order, and completed the installation on November 09, 2023.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************************

  Customer Answer

  Date: 11/29/2023

   
  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. I just hope they learn to treat their customers better than I was treated in the future.
  
  Thank you. 
  

• Initial Complaint

  Date:11/09/2023

  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.

  No voicemail access for over 3 weeks, spent over 5 hours on phone and internet trying to get this problem solved. They set a date Nov. 2nd for a Tech. to come out and never showed. Plus we had a day with no internet! We are on auto pay so they have gotten their $. The last time I communicated with them had voicemail and discovered they erased several messages that I had saved. One was a voicemail to my 2 Grandchildren from their Dad who has passed away, and another from my husbands Father who passed away. Here is partial transcript of last communication: says I am not subscribed and the other number ************ I was given says my voicemail has been suspended!10:34 AMThe tech that was supposed to be here on Thurs never showed up or sent message!1AMand the other 2 numbers I was given but where is all my saved messages! AMwhat about any other messages that came since this has not been working AMIf there is no sms in voice mail , you cannot check that11:35 AMKI am sorryKrati T11:35 AMwhere are they? these were important to my Grankids and Husband!11:36 Twhy was my service disrupted why was my voicemail disrupted?want my saved messages! yesterday did not work! no service yesterday and why was my voicemail disrupted and messages gone?11:41 AMwhere are they?11:41 AMHow can you check thtaKthatKrati Twhy was it gone?It has been deleted and it cannot be restoredKrati Twho deleted11:44 AM?11:45 AMI did not cancel, so where are they and who deleted?11:46 AMThat we cannot checkKBut there is no sms nowKrati ***** company messed **!Please send address of your company for contact by BBB11:48 AMKI ma sorryKrati T11:48 AMJust send address, this whole issue has been ongoing for weeks and no answer, and now voicemail is back without previous messages!!!!!11:50 AMKI understand that but we cannot share the addressKrati T11:51 AMyou cannot share company address?11:52 AMKyesKrati Twhy????KIs there I want company address!!!I am sorry , i cannot share the company's address11:53

  Business Response

  Date: 11/22/2023

  November 22, 2023
  
  
  Re:       ******************************
  Complaint ID ********
  Notice of Complaint Filed: November 9, 2023
  
  Dear ****************:
  
  ***************************** filed a complaint through the Better Business Bureau (BBB) ***************************** filed a complaint through the BBB (20848150)about ongoing voicemail issue, missed appointments, and repair intervals.
  
  Brightspeed has completed our investigation concerning the billing account number *********. According to ******************* record, ***************************** experienced an issue with the voicemail retrieval number. However, no other trouble was reported, and there has been no dispatch repair history since January 07, 2023.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem.  We have concluded that the voicemail PIN was entered one or more times in error, causing it to lock. The voicemail is working as expected. Unfortunately, we are unable to retrieve deleted voicemails. An adjustment for $17.79 was issued by another contact to satisfy voicemail issues.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: ******************************

  Customer Answer

  Date: 11/27/2023

   
  I am rejecting this response because: I did not put the wrong code in!!!  Same code has been our code for many years!!!!   We were out of internet and phone service for a day and went without voicemail for 3 weeks!!! plus they deleted messages that were saved!!!! Plus there was a specialist trying to call and leave message to set up appt. for my grandson.  If there was another landline company in this area I would have switched.   They made an appointment to fix the problem and never showed up. wasted a whole day waiting on them!!! 
  
  

  Business Response

  Date: 11/28/2023

  November 28, 2023
  
  
  Re: ******************************:
  Complaint ID ********
  Notice of Rebuttal Filed: November 28, 2023
  
  Dear ****************:
  
  ***************************** filed a rebuttal/rejection through the Better Business Bureau (BBB), and we
  appreciated the opportunity to review the rebuttal filed.
  
  Brightspeed regrets any continuing issues ****************************** has experienced with their voicemail service and expectation.We verified in our system that the voicemail PIN code errored due to being entered incorrectly multiple times. As stated in the initial BBB response on November 22, 2023, the voicemail is working as expected. Unfortunately, we are unable to retrieve deleted voicemails. An adjustment of $17.79 was issued to satisfy voicemail issues.
  
  Again, Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: ******************************

  Customer Answer

  Date: 11/29/2023

   
  I am rejecting this response because: already sent rejection in,   We did have issue with no internet and phone service for a day..unable to receive any messages for 3 weeks...and it was a false report that I used the wrong code several times !!!  Same code used for years!!!  This was totally their mess!!!!  Lost messages that were important!!!
  
  

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone service was off, waited for them to come fix it. They finally showed, but hooked my line to my neighbors house, never baried the lines. Called to get it resolved to get lines reran and baried. When they showed up, dug up neighbors yard, messed there phone up, and never came back to rerun lines. Called again, was supposed to be resolved by October 31. No one showed and still haven't heard from them. I'm unable to maintain my land due from the lines exposed everywhere. Another neighbor of mine was with out a phone and couldn't call out and died a year ago, explained to them my mother has health issues and need this resolved.

  Business Response

  Date: 11/28/2023

  The Brightspeed repair escalation team as well as other teams have been engaged regarding ************************ concerns. This matter is still being investigated and an update will be provided once more information is received.

• Initial Complaint

  Date:11/08/2023

  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 had written a complaint a few days ago and the case number assigned was ********; however, it was closed 11/06/2023. As I read through my first complaint I agree my emotions had got the better of me and I left out important information, so let me try again. My mom name is ********************* who lives at *************************, and her phone number is ************. She has been dealing with this issue off and on for the last 5 year. My mom phone goes out almost every evening after 10 clock, sometimes it comes back the following day and sometimes it doesnt . When Brightspeed took over from CenturyLink we were hoping for a company who valued their customers and would possibly bring broadband to the community, however, it looks like the same. There was a CenturyLink repairman who was nice enough to tell me that there is a bad breaker in the main box, so I guess it is more cost effective not to fit it because you are getting paid the same anyways. If you look at your historical records who will fine that I averaged at least 5 calls a year complaining about the same thing over and over again. This is why I want my mom to not be charge for the month if she loses her signal, because it not fair for your company to take advantage of that elderly community. If you need further information call me *************************** at ************, I am her son and I take care of her bills and all issues that happens in her home.

  Customer Answer

  Date: 11/10/2023

  ********************* who lives at *************************, and her phone number is ************

  Business Response

  Date: 11/22/2023

  November 22, 2023
  
  
  Re: **********************
  Complaint ID *********
  Notice of Complaint Filed: November 8, 2023
  
  Dear ****************:
  
  ***************************** on behalf of *********************, filed a complaint through the BBB about chronic voice issues.
  
  Brightspeed has completed our investigation concerning the billing account number *********. We have confirmed a network issue that affected the voice service.
  
  Brightspeed appreciated the opportunity to review the details in the problem statement. We completed the tech dispatch premise visit on November 18, 2023. An adjustment of $32.34 was issued via another contact to satisfy the voice issue.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************

• Initial Complaint

  Date:11/08/2023

  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.

  Bright Speed doesn't provide the service that they say they do. The internet is very spotty and only works 50% of the time. The representatives say they are getting you a supervisor, they send you to sales, then they hang up on you. I've been hung up on by these representatives 2 times in one week and my internet service still doesn't work! I had an **** a.m. appointment and the technician went to 2 homes on the street but never came here. I need internet to work and i have been out of work for 3 days waiting on bright speed to repair my service. I'm actually on a hold with them now, this representative advised me that I have not spoke with supervisor and that the representative lied to me and said that it was. My account needs to be credited for none working service as well as for the 3 days I've missed from work.

  Business Response

  Date: 11/16/2023

  November 16, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In her complaint she states claims that her internet service only works half the time. Brightspeed had a repair appointment set up for 11/13 and customer cancelled. Customer cancelled services.
  ****************** acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 11/16/2023

   
  I am rejecting this response because: im still a Brightspeed customer! And I didn't cancel the appointment, your technician cane to my house every day last week. His name is "******". I have his personal information an he called me 11/15 just to ensure my service was still working!!! It's a shame you don't even know who your customers are.  You changed my account number because you had the account set up ALL wrong!!! I've received little to no services for roughly 2 years!!! The account number changed because your guys had to redo the entire install!!!! I'm still a customer and my service just got fixed 11/15!! It took 2 technicians to resolve your issue! My home is new construction, you are the only provider to do an install and you did it wrong!!!!!
  
  

  Business Response

  Date: 11/20/2023

  November 20, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In her complaint she states claims that her internet service only works half the time. Brightspeed had a repair appointment set up for 11/8 where the technician repaired service by repairing damaged cables and re-programmed internet device. The customers account has been credited for time without service. The account has also had a discount added to the account to help reduce monthly costs.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  
  Executive Office Case Manager
  Brightspeed

  Customer Answer

  Date: 11/20/2023

   
  I am rejecting this response because: Bright Speed has not provided any credits for the lapse in service nor have they acknowledged that the service was down starting November 6th. The service was not fully repaired until Thursday November 16th 12:42 p.m. and your technician "******" is aware of this. I didn't have internet the entire weekend. ****** called on the 16th after him and another technician came to do the final repair. In between that time your representatives hung up on me twice, I was told I was speaking with a supervisor whom hung up as well. You changed the entire account number, doesn't this tell you that you had the whole account incorrect for 3 years!!! I've always had intermittent service and you made me believe that this is because I'm in the country. But this is not the case, you had the service connected incorrectly. Why don't you own up to the fact that you were previously a different company "Century Link" and that your work is contracted out to Asia, and its taking a while for you to get the business turned around (per your representative)?

  The technician that showed up today November to bury the line, cut my service off and cut my waterline. So I was without service for 2 hours and without water also while your tech went to buy the materials to fix the waterline. How has Bright Speed compensated me for this inconvenience? What credit has been applied? Again, I work from home Monday-Friday 9a.m.-6p.m. My account number is *********. the account you closed due to a "bad" install per your tech is *********. How could you apply or compensate when you stated that I closed the account and didn't know I was forced by you to close it due to you (BrightSpeed) stated it wasn't connected properly? Are you speaking of the *** discount which I qualify for provided by the government?

  
  

  Business Response

  Date: 11/21/2023

  November 21, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In her complaint she states claims that Brightspeed doesnt provide they service they state they do. The customers issue was completely resolved on 11/16/23 by technician. Her account was adjusted for the time she was without services. Brightspeed does not compensate for time spent contacting our call centers, loss of business, or loss of imputed profits or revenues. This can be found on Brightspeed website under the *** Subscriber Agreement, Section 13;Sub sections A, B, and C. The account of ********* was migrated to Brightspeed fiber system ith account *********. All accounts have a $0 balance. The account of ********* was applied a monthly discount to help offset costs. If the customer wants to receive the *** discount the process needs to begin at Brightspeed.com. If a Brightspeed technician or contractor damaged property at the customers residence then they can begin a claim by contacting *************** at **************.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  
  **************** Case Manager
  Brightspeed

  Customer Answer

  Date: 12/12/2023

   
  I am rejecting this response because:This company did not comply with the complain id ********. The actually disconnected my service as of 12/12/23. And advised me the balance was $0. No one seems to know why my service is disconnected! And again I'm in the middle of working from home. the company wont compensate me for time missed from work because they service almost NEVER works. The customer service representative hang up on you and have no idea how to resolve most customer issues. I spent 3 hours on the phone on 12/11/23, to avoid the disconnection and referenced the previous BBB complaint ******** which no one seemed to recognize. Then they disconnected me and my service. At this point I'm not sure if I'm a customer. This company has also taken my name and put on the account with my husbands information, how could they do this?

  Billing Adjustment
  
  

  Business Response

  Date: 12/12/2023

  Dear ******,
  The issue regarding the internet service issues were resolved in November. Your account has been migrated over to fiber, under account #*********. The previous account was closed and both accounts have a $0 balance. Please contact us at ************** to sign up for ACP.
  
  Sincerely,
  *******
  Brightspeed Customer Advocate

• Initial Complaint

  Date:11/08/2023

  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 using Brightspeed ******** for approximately one year. I originally had Centurylink ********, and it was bought out by Brightspeed. Since having the service my ******** has gone out dozens of times for days at a time. Anytime I reach out to **************** I am spoken to rudely, hung up on, I have a difficult time understanding their broken English, and there is never a resolution. During this past month my family of five has now been without ******** services for the past 14 days straight, I contacted the company and they told me a technician would arrive Monday, November 6, 2023 . The company advised us that we had to have someone 18 years or older to be at the house when the technician arrived or we would be charged $199 my wife took the day off work from her special education teaching job so that our ******** could be looked at and fixed. After a couple hours of not hearing from the company, I reached out to them and discovered that they had canceled the order for a technician to come to our house, and had never notified us of this. They gave us no reason and said they could not fix the problem, they have promised me that I would not have to pay for the time that I havent had ******** yet. My bill has not changed. At this point I am very frustrated because the company tells me that I will owe $200 for the modem, if I do not return it in ********************************************* even directions on how to send this modem back. I have three children that are all in school and we require ******** services for day-to-day living. My wife and I are both teachers and we require the ******** for our jobs , we are most definitely going to switch companies but I do not wish to be charged anymore money and I also feel that the company owes us for the time that we have lost in taking a day off work and all of the time without ******** . And all my years, *** never dealt with such a poor ****************. I am 43 years old and this is the first time Ive ever reported anything on Better Business Bureau.

  Business Response

  Date: 11/22/2023

  Dear ****************:
  
  ************************* filed a complaint through the Better Business Bureau (BBB) about canceling a dispatch ticket and outage. ************** requested a refund for service issue. 
  
  Brightspeed has completed our investigation concerning the billing account number *********. We reviewed dispatch ticket ********* and confirmed that the ticket was canceled and placed under a common cause outage ticket. The service interruption occurred from October 26, 2023, to November 06, 2023. An adjustment of $26.94 was issued via another contact to satisfy the service interruption due to an outage.
  Brightspeed appreciated the opportunity to review the details in the statement of the problem. For the past 7 - days, the Brightspeed network, circuit ID **********, line stability is very stable, provisioning at a 99 percent full provisioning rate, upstream and downstream, and 100 percent authenticated.
  

  We do not compensate for time spent contacting our call centers, loss of business, loss of imputed profits,or revenues, etc. Service (OOS) credits are given when a customer experiences a service outage reported to Brightspeed repair, and the out-of-service period falls into the period we are required to credit for the outage. We credit for service outages over 24 hours.
  
  Information about customer-impacting outages is typically communicated once the official notification is received through the repair process and submitted to our Network ***************** (NOC). Customer impacting outage(s)(***************) is placed under a Common Cause Outage' ticket by our Engineering team.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

  Customer Answer

  Date: 11/22/2023

   
  I am rejecting this response because:
  
  I am rejecting this response because:
  This does not address that I was never contacted about the cancellation of the technician service. My wife, who is a special education teacher, had to take the entire day off work to ensure that we were not charged $199. This is theft! This company is stealing from me and my family. The info here from Brightspeed is outrageously false. I was told by Brightspeed that someone 18 years or older had to be at my house the day the technician was to come out and fix the problem. Therefore, either myself or my wife had to stay home from work so that we werent charged $199. I never did get contacted by Brightspeed about the cancellation. During the day of the repair, I called Brightspeed at around 9 AM as I had not heard from Brightspeed technician that morning. When I notified them that we were waiting for a technician that is when I was told that the ticket was canceled. This was too late for my wife to return to work and she had to take the entire day off. Our Internet has been out of service far longer than the dates reported from Brightspeed. As I type this message, Brightspeed company is out digging holes into the Clinton County water water supply. We are now without water! The day before thanksgiving and Brightspeed has tore into a waterline causing everyone in my neighborhood to be without water. Check the dates and time, 11/22/23 at 1:****. There is a record with PWSD water as well. This company continues to wreak havoc on me and my familys lies as well as now my neighbors. I have never received an apology, or even an acknowledgment that they have done anything wrong. This is completely unacceptable.
  

  Business Response

  Date: 11/27/2023

  November 27, 2023
  
  
  Re: **************************
  Complaint ID ********
  Notice of Complaint Filed: November 27, 2023
  
  Dear ****************:
  
  ************************* filed a rebuttal/rejection through the Better Business Bureau (BBB). We appreciated the opportunity to review the rebuttal filed.
  
  Brightspeed regrets any issues ************************* has experienced with the outage. We do apologize for the outage situation. As stated in Brightspeed's response on November 22, 2023. Information about customer-impacting outages is typically communicated once the official notification is received through the repair process and submitted to our Network ***************** (NOC). Customers impacting outage(s) (**************) are placed under a Common Cause Outage' ticket by our engineering team. This ensures that only the most accurate and up-to-date information about the number of customers affected and the estimated restoral time is shared.However, the restoration time *** vary depending on other impacting situations that *** delay the estimated time to resolve the issue. Furthermore, the water company is responsible for investigating and reporting any issues to the proper company.
  
  Again, Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy