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:06/25/2025

  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.

  Before entering service with brightspeed, we were told that the company has fiber internet, it is not going to have any downtime. However, we experience internet outages that cause tremendous losses. Furthermore, whenever I call for support, they place on hold forever as Im typing this out Ive been on hold for 1 hour and 40 minutes while experiencing unwarranted suspension. The suspension is due to an invoice that we cant pay because there is no invoice online and there are no way for us to pay for it. We have call on multiple occasions upon which we are promised resolution, but until this day it issue is not resolved and our account is suspended. I ask to speak to a supervisor about reactivating our account because I was told its going to take ***** hours. But its been another hour since the account specialist told me that the supervisor is ready for me. Furthermore, brightspeed has terrible customer service, and here are some examples of how our business is suffering their neglect: 1. We cant reach a customer associate to solve our issue upon time of need. Even if we do, we have been frequently hung up on and cant get our issue resolved. 2. They lie to us. Telling us that our issues will be resolved. Now after expressing our concerns multiple times, we are facing the retribution of something we didnt do. Telling us there is never going to be downtime upon signing up is one of the primary convincing points that made us change to Brightspeed, and now we know thats a lie, theres nothing we can do other than suffer.We already scheduled to transfer to another service provider but before that, here we are suffering more financial losses due to their poor service.

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  
  Re: ***** Liu 
  Complaint ID: ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After careful review of the account, I have placed a goodwill credit of one month of service due to the error on our part. Brightspeed cannot compensate you for any missed business, or stress due to this complication. I would also like to ensure you that we are working diligently to provide our **************** agents with further training to better assist all of our customers.
  

  We appreciate ***** Liu  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:06/25/2025

  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.

  For 6 months I have been trying to reconcile 3 different accounts associated with one service address and the associated bills. I have spend over 20 hours on the phone and had 3 different cases opened to fix the problem. Most recently my phone/ **************** was suspended because of the failure of Brightspeed to correct their problem so for 2 days now my business does not have phone service or Internet access.

  Business Response

  Date: 07/10/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/10/25
  
  
  Re: ***** ********
  23517292)
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the business lines and account for *** ********. 

  We do apologize for this issue as it is a result of an error in our billing and account management software. The system is still reporting the account in a suspended status. We have escalated this to the software developer to manually go around and remove the account suspension and reactivate the services. 

  We are still waiting on the completion of this task and will update as soon as we can. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/10/2025

   
  I am rejecting this response because: I was without phone and internet service for 15 days. I was lied to by several Brightspeed representatives and coerced into making multiple payments (which I did not owe) to try to get my service restored. The underlying billing issue has still not been resolved and the response does not put me in contact with anyone to actually fix the problem.
  
  

  Business Response

  Date: 07/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/15/25
  
  
  Re: ***** ********
  23517292
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the continued suspension of the services. 

  Although, the account is fully paid up, the system will not release the suspension to reactivate and give us access to the account. Our IT team is still working on the issue with the Dev team but have not yet been able to correct. 

  Once the account has been reactivated we will do everything we can to make this right.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/16/2025

   
  I am rejecting this response because: Only yesterday, I received an email notification threatening to disconnect my service due to unpaid bills. I can not fathom their inability to have someone I can personally talk to or email with to correct my problem. This has been going on for 6 months.
  
  

  Business Response

  Date: 07/23/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/23/25
  
  
  Re: ***** ********
  23517292
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the account and billing issues for their business account.

  While we have the services restored, finally, we are still working on making sure the account structure (1 account instead of 2) and that the payments received were accurate and will not be under threat of disconnect again. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/23/2025

   
  I am rejecting this response because:
  My services have been disconnected again and I currently do not have Internet or phone service. My business is suffering because we can not communicate with our patients not complete our billing or accept payments.

  Business Response

  Date: 07/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/25/25
  
  
  Re: ***** ********
  23517292
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the business class account and services. 

  Our ************** has restored service as of today, 7/25. 

  They have consolidated everything under one account number. I, personally, place a request for a month of credit for the service. 

  We are still verifying complete account and billing correction. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/25/2025

  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.

  This is my second time filing a complaint against this business. The first time was in June of 2023.. after I reported them we went almost 2 years without an issue but here we are again. Starting in May, we started having outages quite regularly sometimes every day but for maybe 2 to 3 hours at the time. Now that we're in June we are having daily outages that last the entire day with no explanation. I have screenshots of a handful of times that I have chatted with them, some days I didn't even feel it was worth getting up there to chat because I knew the answer would be the same. My husband and I are very frustrated. We would switch to another company, we've called around and we cannot get internet from anyone else where we live. We pay our bill every month and we're basically just throwing close to $70 dollars down the drain now. I hate to report them again but I've run out of options. Like I previously stated, the last time I reported them, we went 2 years without problems. Hoping for a similar outcome this time. I will attach the screenshots below, again, there were other times I just didn't even feel it was worth the hassle to ask them what was going on. If I need more screenshots, I can send in more because I'm sure this is going to be an ongoing pattern again.

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *******
  Complaint ID: ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear ****** *******,
  
  Thank you for contacting the Better Business Bureau (BBB) regarding your internet service. Following a thorough review, we confirm that the outage affecting network traffic on our devices has been successfully resolved, and your internet service is currently operational. As a courtesy, a credit in the amount of $49.00 has been applied to your account. We will continue to monitor your connection for any potential issues and remain committed to ensuring your service remains stable. We appreciate your patience and understanding and thank you for being a valued Brightspeed customer. If you have any further questions or require additional assistance, please dont hesitate to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** *******
  CC: Better Business Bureau
  

  Customer Answer

  Date: 07/23/2025

   
  I am rejecting this response because:
  I've just recently submitted a complaint against this company. The brightspeed representative reached out and assured me the line was fixed and there would be no more problems. I was also given $49.00 off of my bill. The internet stayed on for 2 days after and ever since then, goes off about 7 hours every day. I have reached out to the brightspeed representative again, with no response. July 9th is the day the issue was supposedly resolved. Here are the dates we have been with out internet since. July 11 out at 3:46pm back on at 8:15, July 12 out at 11:28am back on at 6:19, July 13 out at 11:19am back on at 6pm, July 14 out at 10:38am back on at 6:03pm, July 15 out at 11:15am back on at 2:58pm, we were not home the 16th or 17th, July 18 out at 2:15pm back on at 7:47pm, July 19 out at 11:42am(we didn't stay at home that night so unsure about the time it came back on), July 20 out around 12pm on at 8:36, today July 21 out around 10:40. As I've previously stated, we are paying for this service and not getting to use it hardly any. When I do contact brightspeed chat, it is always an outage. I do not see how there can be almost 7 hour outages daily. I honestly have no idea how this company is still up and running. I have a 7 year old who is going to need reliable internet service once school starts back and also we are paying for a service and we expect internet in return. I don't think they would be to happy if they were supplying us with internet monthly and we were not paying the bill. That is how we feel about paying every single month and getting outages daily.   
  

  Business Response

  Date: 07/25/2025

  
  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 25, 2025
  
  
  Re: ****** *******
  Complaint ID / Rejection: ********
  Notice of Complaint Filed: June 25, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has completed its review of the Better Business Bureau (BBB) complaint related to the customers internet service concerns. A new service ticket (WOT2460649) has been expedited with a targeted resolution date of July 29, 2025. I will continue to monitor the progress of this ticket and maintain regular communication with the customer until a satisfactory resolution is reached.
  

  We sincerely apologize for any inconvenience experienced and appreciate the customers patience as we work toward a lasting solution.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  CC: ****** *******
  CC: Better Business Bureau

• Initial Complaint

  Date:06/25/2025

  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 are customers of ********************** and use their service for internet and phone. BRIGHTSPEED service has gone out randomly since we've had it. Earlier this year, our service went out on a Friday and my neighbor was told it wouldnt be fixed until they got back to work on Monday. They made us do without service all weekend because they apparently don't work weekends. We were without service for the entire month of April. When we called, they told us our house modem was bad. We bought a new modem and still no service. So when we called back, they told us there was an outage and they would reimburse us for the time we had no service. We never received that reimbursement. Currently, we have not had service for 2 weeks. No one has been out to restore our service. We have receive no communication from Brightspeed letting us know why and when our service will be restored. They do not care when their customers are without service and do not attempt to quickly remedy the situation. They're very disrespectful and could care less about the service they provide. We will be out of service for approx 9 weeks total since January 1. I want to be reimbursed. The amount does not reflect the outages that werent quickly remedied the previous years. I have no way to accurately figure that amount. If they have that record, id like to be reimbursed for those times as well.

  Business Response

  Date: 07/07/2025

  July 7, 2025
  
  
  Re: ******* Olson 
  Complaint ID: ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After a careful review of the account, I have applied a credit to the account for the outage time at your location.
  

  We appreciate ******* Olson  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:06/25/2025

  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.

  This is a BUSINESS phone, our phone service has been out since 06/23/205, have not heard from Brightspeed about when to expect our phone service repaired, VERY HARD TO CONDUCT A BUSINESS WITH NO PHONE SERVICE!!!! ALSO BRIGHTSPEED SHOULD GIVE US A CREDIT FOR NOT HAVING PHONE SERVICE!!!

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *********
  Complaint ID: ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear ****** *********,
  
  Brightspeed has completed its review of your recent Better Business Bureau (BBB) complaint regarding the phone service outage that began on June 23, 2025. Repair Ticket WOT2426865 was addressed by a technician today, who identified and resolved a short on the cable pair. Service has since been fully restored, and functionality has been confirmed operational. As a result of the outage from June 23 through July 2, a credit of $46.50 has been applied to your account. If you have any further questions or require additional assistance, please dont hesitate to reach out.
  

  Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** *********
  CC: Better Business Bureau
  

  
  

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because: It took them 8 DAYS to restore phone service to a BUSINESS, we have to wonder how much business we lost, due to not having service, BUSINESS should come first on repairs!!!
  
  

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *********
  Complaint ID / Rejection: ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear ****** *********,
  
  Thank you for reaching out through the Better Business Bureau. We appreciate the opportunity to address the noise issue affecting your phone line and understand the inconvenience this has caused. As discussed, a new repair ticket (WOT2456845) has been escalated and is scheduled for resolution on Monday, July 7th. We value your patience and are committed to restoring your service as promptly as possible. If you have any further questions or require additional assistance, please dont hesitate to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** *********
  CC: Better Business Bureau

  Customer Answer

  Date: 07/08/2025

   
  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:06/24/2025

  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 internet went out some time early morning of 6/23/25. We informed the company of the outage. We were told internet would be back on by noon the next day. No internet by noon today 6/24/25. We called around 2pm and were told the outage was fixed so the issue must be at our house and a tech was coming. No tech showed up. Called at 6pm. Was told first a tech appt was canceled because there was a local outage then told techs don't work after 5 and we never had an appointment. The provider set a July 7, 2025 to send a tech person out. We work from home, access to the Internet is our livelihood and we have now already lost significant income by not being able to work. We were told to call back tomorrow and talk to someone during business hours to see if another tech can come out. We informed the business that is is not our responsibility to call and set up a tech, it was there job to resolve the issue. Terrible customer service AND response to the outage. We need the internet repaired immediately! We are still paying for a service that we are not receiving.

  Business Response

  Date: 06/26/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/26/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. We were able to work with internal teams to restore the service. Mr. ******* confirmed the service is working. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/01/2025

   
  I am rejecting this response because:
  I was continuously told different reasons for the outage and times that it would be our "was" resolved. I was told more than once that a tech was coming at a given time, tech never came out. Supervisor told me it was cancelled because of area outage and immediately after that told the was never a tech scheduled. An outage is one thing but lies, deception, and false information and bad support are another. Not only did we miss functions waiting for promised techs and solutions that never came, my wife lost business and I lost a job. This was a nightmare. Also, my Internet is out again.

  Business Response

  Date: 07/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/05/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet. Our technician was able to restore service. I have not been able to reach the customer to follow up. I will try again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/24/2025

  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.

  It took multiple calls to brightspeed customer service over a 5 week period to get my internet installed. Constant conflicting information. Tech and sales people say wifi extenders free. ************ wants to charge. At almost 6 weeks install finally completed after constant calls to salesman. I have had it q week and today the crew that buries the lines for brightspeed cut my line and no one can get here u til the 27th. ******** customer service. I was also charged for my first month when install not completed. The salesman got another *** on the line and he has getting the charges reversed. ???.

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/3/25
  
  
  Re: ****** ****
  23514723
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a service outage and billing charges that were taken before the services were up and running.

  We have confirmed that the internet is working and will call back on Saturday, 7/5/25, to verify that the refund to the card ending 8164 was received.

  R-00037342
  Account Name
  ****** ****
  Account Number
  *********
  Refund Date
  06/16/2025
  Refund Type
  Electronic
  Refund Amount
  $59.00
  Reference ID
  ****************************************
  Reason Code
  -
  Status
  Processed
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/24/2025

  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.

  My mom hasnt had a home phone in over 3 weeks. She called the beginning of June and a technician was supposed to come out the end of July. Last week she received a text message that the technician was cancelled without her consent.She called yesterday June 23rd and spoke with the billing **** and asked for a credit on her account. She also told the lady she hadnt had phone service in 3 weeks. They gave her a case number and said a technician would reach out to her within 2 hours. No one contacted ********* 6/24/25 she received a text saying that her technician is scheduled for 8/13/25. Unacceptable!You can travel from her home of 8240 E. 50 S ****, IN ***** and for a 5 mile radius in ALL directions, 90% of the telephone box hubs have no covers, the plastic protector box is either missing or obliterated to pieces, and the wires are all sticking up and out in all the *********** maintenance has been done on any of them for the last several YEARS.Prior to this, my 87 year old grandmother that lives by herself and has no cell phone didnt have service for almost 9 months straight with this company. She had no way to call for help or call 9-1-1 if needed because even with a cell phone, there is no reception. That company canceled technicians on her twice, no showed once, and then had the audacity to come out 4 months after she cancelled service with them to remove the line because the line is ****** mother ***** ******* of 8240 E 50 S **** is in the rural country and needs her phone line repaired. It shouldnt take 2 months to get a repair tech out when general regular maintenance of their telephone boxes would solve 90% of the issues.This company is terrible and completely over charging for the lack of service they provide. She has no other alternative for phone or internet service because that is all that is available at her address.Please help!

  Business Response

  Date: 07/07/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  July 7, 2025
  
  
  Re: ******** *****
  Complaint ID: ********
  Notice of Complaint Filed: June 24, 2025
  
  
  Dear Kisis *****:
  
  Thank you for your recent Better Business Bureau (BBB) submission regarding the customers phone service outage. We have conducted a thorough review of the customers case, and repair ticket ********** remains open. Due to high service demand in the area, the earliest available appointment is currently scheduled for July 14, 2025. We have attempted to contact the customer via phone and email, and we will continue to follow up to ensure the matter is fully resolved to your satisfaction.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ******** *****
  CC: Better Business Bureau

  Customer Answer

  Date: 07/07/2025

   
  I am rejecting this response because: the repair has not been done yet. I fully understand that it is scheduled for July 14th but I wont mark that Im satisfied with the response until the repair is completed.
  Especially since my mom received a message yesterday asking if the repair was still needed. Yes it is still needed.

  I have responded via email to **** x 2 now and have not received any responses to either of those emails.

  
  

  Business Response

  Date: 07/11/2025

  
  July 11, 2025
  
  
  Re: ******** *****
  Complaint ID / rejection: ********
  Notice of Complaint Filed: June 24, 2025
  
  
  Dear ******** *****:
  
  Thank you for your recent Better Business Bureau (BBB) submission concerning the phone service outage. We have completed a thorough review of the case, and repair ticket WOT2399356 remains active. Due to elevated service demand in the region, the earliest available appointment is currently scheduled for July *******. Please be assured that your case will remain open with Brightspeed, and we will continue to monitor progress to ensure a full resolution to your satisfaction.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ******** *****
  CC: Better Business Bureau

  Customer Answer

  Date: 07/14/2025

   
  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.
  Brightspeed has completed the repair today 7/14/25 as discussed and everything is working perfectly for my mom.

  
  Thank you. 

  
  

• Initial Complaint

  Date:06/24/2025

  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.

  On June 12, 2025, Brightspeed **************** sent contract workers to my home to install fiber optic internet service. Just before they left, a man named **** asked me if I wanted them to install the fiber optic cable above ground or underground. I told **** I wanted them to install the fiber optic line underground. He said that other contract workers would come to my home and install the line within 7-10 days. On June 24, 2025, no contract workers had come to my home to install the fiber optic line underground. On June 24, 2025, I contacted Brightspeed **************** technical support staff to find out why no one had come out and installed the fiber optic line underground. The Brightspeed employee I talked to by phone was **** ****. He stated that Brightspeed had canceled the order to bury the fiber optic line underground at my home. When I told him that I wanted Brightspeed to send someone immediately to get the line buried, he just said that he would create a new work order and that he did not know how long it would be before a contractor would come and install the line. I explained that the fiber optic line is just lying on the ground in my backyard and that it is subject to stormy weather, my dog who stays in the backyard and the lawn service I use. In other words, the line is subject to potential hazards that could cause it to suffer damage easily. Then I told **** **** that I wanted to know a specific date a contractor would come to my home and install the fiber optic line. He just flippantly said he had no way to give me that information. I am astounded at the cavalier attitude of corporate management of the Brightspeed **************** company. Their service is completely unacceptable.

  Business Response

  Date: 07/09/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/08/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the temp cable that is not buried. We have escalated this to our team that manages the buried cables. Once I have further information I will follow up with the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/09/2025

   
  I am rejecting this response because:
  

  On June 25, 2025, I received the following e-mail from **** ****, Brightspeed Customer Advocacy Group:

  Hi, ***** *******.
  
  Im ****, part of Brightspeeds ************************ I wanted to let you know we've received your complaint and I'll be working on your case. Ill make sure your needs are heard and your issue is addressed ASAP. Your case number is CSM0246064.
  
  If I have any questions or theres anything else I need from you, Ill reach out. If you want to get back in touch in the meantime, just reply to this email, or call me at ************ making sure you quote your case number. Thanks for your patience. Ill be in touch soon.
  
  Kind Regards,
  ****
  Brightspeed Customer Advocacy Group

  After waiting 14 days to get a response from **** **** regarding any action taken to get the fiber optic cable buried in my back yard, I sent him an e-mail requesting an update on exactly what he has done to get the cable buried.  Here is the text of his e-mail response to me dated July 9, 2025:

  Hi, ***** *******.
  
  Your complaint is a priority for us. I have escalated this to our team that manages the buried cable and they have to submit a new ticket. Once I hear back from them with more information, I will follow up with you.
  
  If you want to get in touch for any reason, just reply to this email, or call me at ************ making sure you quote your case number (CSM0246064). Thanks for your patience.
  
  Best wishes,
  ****
  The Brightspeed Customer Advocacy Group

  That second e-mail from **** **** sounds like Brightspeed Internet has not even taken the step to submit a new work ticket to get the cable buried.  I am not satisfied that anyone at Brightspeed Internet is moving forward to resolve my BBB complaint.  Unless, or until, someone at Brightspeed Internet takes immediate action to get the cable buried, I will not close this BBB complaint.

  Sincerely,

  ***** Latimer 

  ******, *****

  
  

  Business Response

  Date: 07/14/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/14/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the temp cable that is not buried. We have escalated this to our team that manages the buried cables. Once I have further information I will follow up with the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/14/2025

   
  I am rejecting this response because:
  Brightspeed Internet has made no noticeable progress in resolving the problem of failing to bury the above ground fiber optic cable.  For the past month, **** **** at Brightspeed Internet has done nothing more than repeat the same words since this complaint was filed with the Better Business Bureau.  Brightspeed has effectively pigeon-holed my complaint in a pending status during this time.  ***** **** passed the complaint to a higher level of bureaucacy within the company.  He needs to be more proactive in getting the eompany personnel at that beauracratic level to respond to my complaint.  It is indeed a shame that Brightspeed has stooped to a level of mediocrity in solving my complaint in a reasonable period of time.

  I do not accept Brigihtspeed's response as a legitimate effort to get the fiber optic cable buried as expeditious as possible.

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

  ******, *****

   

  Business Response

  Date: 07/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/17/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the temp cable that is not buried. Our field team converted this cable to an aerial cable. I spoke with Mr. ******* and he is happy with the resolution.  
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/21/2025

   
  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:06/24/2025

  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 having issues with my services since October 2024 I have tried to contact them several times. My service has never improved and I cancelled service on June 9, 2025. This was after they called and ****** a completely new modem on June 5, 2025. Service never improved. Once a technician came out to test the modem it only tested for 4 minutes connection with a brand new modem.

  Business Response

  Date: 07/07/2025

  July 7, 2025
  
  
  Re: ***** Schauf 
  Complaint ID: ********
  Notice of Complaint Filed: June 24, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of modem refund issues.  After careful review of the account details, we have determined that purchase modems are nonrefundable. 
  

  We appreciate ***** Schauf  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: 07/08/2025

   
  I am rejecting this response because:
  I called several times to ***ort that service was not as promised. The tech came out and confirmed that our modem was only working for four minutes tops. If they won't refund the modem then I'm requesting refund for service that I paid for since October 2024 to cancellation of service on June 9th. When I would call the *** for brightspeed confirmed that our service was not holding a connection. I asked about a upgraded speed but no one ever got back to me. I requested this twice. Finally last time the actual tech came and ***laced original modem he informed me that there was no other option. Brightspeed mis***resented their service as far as I am concerned and was a total waste of my money and time. I spent several hours waiting on the phone for a live customer service *** and then just to be told some random exist why service was not working. I have never been so disappointed in a company. Brightspeed is unethical and not consumer friendly at all. 

  Business Response

  Date: 07/10/2025

  July 10, 2025
  
  
  Re:***** Schauf 
  Complaint ID ********
  Notice of Complaint Filed: **** 24, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. After further review on the account, we show reporting on the internet with issues for the months of May and **** only. There has been credit already accessed to the account for the **** billing so a credit for the May billing has been added as well. Please allow up to 60 days for the release of the refund due to you.
  

  Again, we appreciate ***** Schauf  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