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:08/15/2023

  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 paying for internet serious that i can't use. I cannot connect any devices to it or nothing. And when i call or online chat they try to sell me equipment.

  Business Response

  Date: 08/16/2023

  BBB of Southern Piedmont and ************
  ***********************************************************************
  
  August 16, 2023
  
  
  Re: ************************************:  
  Complaint ***********
  Notice of Complaint Filed: June 15, 2023
  
  Dear ****************:
  

  In summary, Better Business Bureau (BBB) filed a complaint on behalf of *********************************** about chronic internet issues and the monthly cost for the internet. Currently, Brightspeed has an active Executive case file, #********, which is managed by the same case manager, ******************* (myself). The case manager has communicated to *********************************** about the duplication to the BBB and has advised that she will close BBB file #********. 
  

  Brightspeed apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

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

• Initial Complaint

  Date:08/14/2023

  Type:Product 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 require a voice phone line because I cannot get a cell signal. I have 5-6 outages per year, historically. Sometimes for weeks at a time. At the time of this complaint, it has been out for 21 days. I have filed two tickets with them, ******* on July 26th and ******* on July 28th. They just cancelled the first ticket without repairing the phone. I called again for the second ticket. I have had to call them at least 5 times now to get them to work on it. I have also used their 'chat agent' 4-5 times without really getting any resolution or even an estimated date when it will be fixed. This company seems like it is just stealing my money and not providing a service. THIS IS A SAFETY ISSUE, because I cannot call for an ambulance or a medivac if something happens. My wife and I are both diabetic and we need to have phone service. I can assure you, if something bad happens, it won't be the BBB I will be contacting. I will be contacting an attorney to *** the c*** out of Brightspeed.

  Business Response

  Date: 08/21/2023

  August 21, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr. ******************************** **************** mentioned of chronic phone service issue over the past year. His current outage was for about 21 days.  There was also an issue about having to call various times for the same service issue. The main concern here was issues with possibly needing emergency services and not being able to contact them.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to out repair department for review.  *********** issue/complaint was forwarded to the area field leadership for review.  I was notified that the cable was permanently repaired on August 15th, and all should be working now.  I also issued a credit for a full month of service for the inconvenience effective today.
  
  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: 08/22/2023

   
  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. However I was not restored on the 15th.  It had to be the 21st or later.  I was told the line had been cut in 6 places and they will need to return and put in a new line at a later date.
  
  Thank you. 
  

• Initial Complaint

  Date:08/14/2023

  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.

  Brightspeed took over century Link in my area about a year ago and we have had nothing but problems disconnecting several times a week hours at a time with out internet. Never had these problems with CenturyLink problems were always resolved immediately. Brightspeed ***** and they do not care about their costumes.

  Business Response

  Date: 08/14/2023

  Re:   **************************:  
  Complaint ID: ********
  Notice of Complaint Filed:August 13, 2023
  
  Dear ****************:
  

  In summary, Better Business Bureau (BBB) filed a complaint on behalf of ************************* about advertising issues. ***********************;asked Brightspeed to change and discontinue advertising in the desired settlement details.
  

  Brightspeed is unable to complete our investigation concerning the matter.  ************************* will need to supply the Brightspeed billing account number and physical address associated with the complaint.
  

  Brightspeed apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

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

• Initial Complaint

  Date:08/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service on August 2 due to a move. They told me the service would be disconnected at the end of the billing cycle on August 16. I got a confirmation of this via text. On August 9, they withdrew $93.51 from my bank account for payment. I called to complain on August 13, when I discovered the charge. I was told that I was billed because the payment date was different than the billing cycle. I should not have been billed for the next month because of the cancellation. It seems like they did it on purpose to get more money. I canceled well ahead of the payment date, and they still took another payment. I feel like I need to block them from my bank account or they will continue to steal money from me.

  Business Response

  Date: 08/24/2023

  Brightspeed has completed a review of the complaint filed by *************************** regarding a recent billing issue after disconnecting his Brightspeed services. 
  
  Per the complaint received, ************** contacted Brightspeed requesting to cancel his services on 8/2/23 and was advised that the service would be disconnected and billed through the end of the billing cycle, 8/16/23. He stated that a payment of $93.51 was withdrawn from his account and believes he should not have been charged a full month due to he requested to cancel the service on 8/2/23. 
  
  Prior to the disconnect, the last payment posted to the account was received on 7/10/23, this covered service dates 6/17/23-7/16/23. The payment withdrawn on 8/9/23 covered service dates 7/17/23-8/16/23. 
  
  The customer should note that if services are terminated on any day other than the last day of the applicable billing cycle, the payment for that month of Services and leased Equipment will not be prorated or refunded and the services will continue to be available through the end of the applicable billing cycle. Due to these findings, the charges are valid and therefore owed to Brightspeed. 
  
  
  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:08/11/2023

  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 has 2 telephone poles on our property. We do not have a utility easement on our deed. They sent people to check the safety of their poles.......which they did by digging a 3x5x5 hole around the pole.....and leaving it there for over 6 hours unattended and without any safety flags or notifications whatsoever. I have a farm, grandkids, animals, etc. It was unsafe, and if someone got hurt it would have been on my homeowners policy. So I, after 6 hours, went looking for them and found them over a mile down the road. I had to bring them back to the house. They filled the hole poorly and left. I called brightspeed and complained. The hole they filled sank and I had to get more dirt and grass and everything to fill properly but the safety....and them on my property is a bigger issue. I have since done my checks and balances and that pole shouldn't even be there. And their employees have no rights to my property.

  Business Response

  Date: 08/25/2023

  Good morning, 
  
  Just wanted to update you on the easement issue.  I reached out to the field leadership, and they sent this to our engineering team for review.  They are looking into the easement issue.  I will update as soon as I have any information.  Please let me know if you have any questions.
  
  
  ***** (****) Uriarte 
  ANALYST II
  Customer Advocacy Group
  ******************
  **************

  Customer Answer

  Date: 08/28/2023

   
  I am rejecting this response because: This has been months and months.  I have given them a copy of the deed which has no easement on it.  They have actually cost us so much time and money on this and are now falsifying their information to you.  This needs to be addressed immediately as they have now lied to you as well.  They were provided with copies of deeds and everything.
  
  

  Business Response

  Date: 09/15/2023

  I found that our Senior Engineer (*************************) had a conversation with **************************, ***** is who caused the issue here, seems like they left a large hole opening in her yard for about 6 hours with no barricades.  A rep from ***** will be contacting *************, if not already to get this resolved.  

  Customer Answer

  Date: 09/15/2023

   
  I am rejecting this response because: You hired ***** which still makes them your responsibility.  They were sent by your company to do a job for your poles.  Which still makes it your responsibility to ensure the safety of the property, the people who live there, and everyone who may come into contact.  Or to ensure that the company you use (especially when they are doing safety checks) is doing so safely.  Which leaving a hole that is that large (large enough for a child to fall into or a miniature horse) is not safe.  The continuation of passing it on to someone else is what makes this situation worse.  The only thing we asked them for is to pay us the $500 to compensate for the damages and effort they caused us and to reprimand these people to ensure they would not ever do this to anyone again since it is a huge safety hazard.  And after we spoke and he at least to ownership of the issue I got this response from the BBB the next day and an email saying it is all them and they will contact me.  It isn't up to me to reprimand them.  I am no longer in management.  I retired.  I do not want to do your job for you.  Please do your job and make sure they do theirs so no one gets hurt.  Because the next time it may be an injured animal or god forbid a child and you probably will see a massive lawsuit instead of a BBB report.  But this will be here for them to go back to and say...."they did it before and nothing was done".

   

  
  

• Initial Complaint

  Date:08/11/2023

  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.

  On July 10th, I contacted the customer service department to cancel my service through BrightSpeed (formerly CenturyLink). My call occurred at approximately **** hours, and I spoke with an employee named *****. ***** informed me that she canceled my account as requested, however given the date, I would still have to pay for two (2) days of service. ***** informed me that this charge would amount to approximately $6.00. She provided me with an email confirmation that contained a "quote" confirming this action. ***** also informed me that I would still be receiving a bill, but that I could disregard it as an additional bill for the $6.00 would be sent later. I have attached the quote from *****. On July 12th, I received an email for an entire month's worth of service, $92.33. I again contacted BrightSpeed customer service. I spoke with a different employee (I can not seem to find the paper I wrote her name on at this time). This employee assured me that my account was canceled effective 07-10-23. At this time, she also canceled the "auto-pay" feature on my account. I wanted this done as I felt it would be easier to argue about what I owe, instead of arguing to get my money back. This employee also assured me that I would receive a bill for only two (2) days of service. On August 10th, I received an email for an entire month's worth of service along with a "late payment" fee, $126.34. My on-line account has been canceled so I am unable to dispute this through their website. I am willing to pay for the two (2) days of service as previously agreed, however I will not be willing to pay for an entire months worth of service or any kind of late fee.

  Business Response

  Date: 08/23/2023

  Please be advised that Brightspeed is still reviewing this case and will provide an update as soon as possible. However, please note that the final charges have been adjusted and the account has been updated to reflect a zero balance.

  Thank you,

  *********************************
  Customer Advocacy Group
  ******************
  

   

   

• Initial Complaint

  Date:08/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has terrible customer service which they contact out to *****. When you call customer service, they refuse to assist you or continuously parrot the same information over and over. I tried for over 2 hours to speak with with a supervisor regarding my issues and each time the agent either hung up the phone or abruptly ended the online chat session. The technician they send out aren't very knowledgeable about the service and only work out quick fixes that don't actually solve any problems. This is by far the worst internet company in *****************. Attached is a chat from one of their agents.

  Business Response

  Date: 08/15/2023

  August 15, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mrs. ************************************ In her complaint ***************** mentioned of horrible customer service while trying to get assistance with service issues.  ***************** was also upset stating that the quick fixes dont resolve the service issues.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  We received the complaint that was filed on August 9th and found that a dispatch was set for August 10th.  Per the techniciansnotes, they replaced a line to resolve the service issues.  I ran a service test and found that the service is authenticating well.  I reached out to ***************** via email on August 10th to confirm service is working and have yet to receive a response.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed

• Initial Complaint

  Date:08/09/2023

  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.

  Brightspeed ** the only internet provider in my area. They only offer 10 mbps. When scheduling an appointment they do not give you a set time they just say between 8 am- 5 pm. I called to pay my bill and told them I would not like to enroll in autopay, they enrolled me anyway, during the same call I corrected the agent and he told me he could not remove the auto pay because of system issues.

  Business Response

  Date: 08/16/2023

  Brightspeed has completed a review of the complaint submitted by ******************************* regarding Brightspeed practices. 
  
  Per the complaint received: Brightspeed is the only internet provider in my area. They only offer 10 Mbps. When scheduling an appointment, they do not give you a set time they just say between 8 am- 5 pm. I called to pay my bill and told them I would not like to enroll in autopay, but they enrolled me anyway, during the same call I corrected the agent, and he told me he could not remove the auto pay because of system issues.
  
  Unfortunately, ***************************************** this area at this time with no upgrades currently available. In regard to scheduling, when the ******19 crisis arose, we had to modify our processes to ensure the safety of our customers as well as our technicians. This has required our technicians to be more flexible when scheduling appointments. To that effect, all markets have transitioned to all-day appointments. which allows technicians to react more effectively to the changing needs of our customers. We apologize if this was not communicated properly to the customer.
  
  Our records indicate the customer is enrolled in a prepaid account which means payments are deducted monthly from a credit card on file which is supplied by the customer. If the customer has any issues regarding this matter, please contact ************* at ************.
  
  At ******************, 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:08/09/2023

  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.

  On 19 July 23 our landline phone and internet were shut off by Brightspeed. This is not a payment issue. After countless hours on the cell phone with Brightspeed by my wife and me the following information was gathered.1. Brightspeed told us ******* had requested on 13 July 23 that our phone number be out-ported to them. We had no knowledge of this request, nor were we notified in any way. On that date I had surgery. Within a day or two my credit card was hacked twice. 2. On 21 July 23, again after numerous phone calls our internet was restored but not our telephone service. The individual at Brightspeed in ********* told ** our phone would be restored in a few days, but it was not. Called *******...no help at all.3. More phone calls to Brightspeed about our phone. We asked how could they take away our phone number without our permission. Their answer, outporting is done all the time. They gave no viable explanation of why it was done without our permission.4. 28 July 23, again after hours on the cell phone our landline was restored, but NOT with our old number of **************, of 30 plus years. We then received numerous calls to apparently the last individual who had that particular phone number. We then unplugged all interior phone lines. 5. We were told by an independent source that it would impossible for Brightspeed or ******* to do all this without inside help. Because of the credit card hacking immediately after our phone number was stolen from us, we feel that someone has captured our personal information for possible cyber criminal intent. 6. I am 81 years old and my wife is 76, both retired military, and believe we have been taken advantage of. Anything you can do to help resolve this, including retrieving our old phone number and whatever can be done to scrub our personal information would be appreciated. Yesterday we received a statement from Brightspeed increasing our fee for August; unbelievable nerve!Thanks much.

  Business Response

  Date: 08/14/2023

  August 14, 2023
  
  
  Re:*******************:  
  Complaint ID ********:
  Notice of Complaint Filed:August 9, 2023
  
  Dear ****************:
  

  In summary, Better Business Bureau (BBB) filed a complaint on behalf of ******************* about a slamming matter of an unauthorized port out request to another service provider. Brightspeed has completed our investigation concerning the billing account number *********. ****************** confirmed that we received a request to port out telephone ************ to ******* on July 13, 2023. The total disconnection of telephone ************ was completed in the Brightspeed database on July 18,2023.
  

  Brightspeed appreciated the opportunity to review the details in the problem statement. We are unable to port the telephone number ********** from ******* to Brightspeed.The customer must contact ******* to request a port work request to verify if the telephone number *********** is portable or can be ported back to Brightspeed.
  ******************* would need to contact the Credit Bureaus to file an official identity theft report if their identity has been/is stolen. Also, they would need to freeze their credit, notify their bank, and credit card insurer, and secure their accounts with new passwords.
  

  Please refer to the attached document(s) for more details.
  

  Brightspeed apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

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

  Customer Answer

  Date: 08/15/2023

   
  I am rejecting this response because:
       The explanation provided by Brightspeed to BBB is no explanation at all. The first paragraph explains that our phone number *************) of some 40 years was ported out on 18 July, however, ************ gives no explanation on how or why that porting out of our phone number of some 40 years occurred or who ordered it. During one of the many calls to Brightspeed we were informed by a Brightspeed  employee that our number had been ported out to Verizon.

       The second paragraph is totally bogus! While Brightspeed told us they could NOT get our old number back, they said they would give us a new number (**************). After receiving many numerous wrong number calls, on that new number. we unplugged all of interior phone lines. We absolutely and positively  did not ever ask ANYBODY that the new worthless number be ported to any company. Where that notion  came from is mind boggling. Further she did not explain why Brightspeed took our number, without asking or notifying us and then gave it to Verizon. 

       The response by Brightspeed is of no value, and furthermore has incorrect information in it. We are requesting that our old phone number be returned to us without further delay. We also want an accurate explanation of how this situation occurred. Thank you. *******************

  Business Response

  Date: 08/15/2023

  
  August 15, 2023
  
  Re:*******************:
  Complaint ID:
  Notice of Rebuttal Filed: August 15, 2023
  

  Dear ****************:
  
  The Better Business filed a rebuttal/rejection on behalf *******************. Brightspeed appreciated the opportunity to review the rebuttal filed by ********************
  

  As previously explained, Brightspeed received a ************* Request (***) from the Competitive Local Exchange Carrier (****), ********asking to release telephone number *********** from Brightspeed on July 13,2023. If customers have questions about the port-in order from ******** they should contact the **** company, ******** They need to ask about the Electronic Letter of Authorization (eLOA) of whom confirmed a change request from Brightspeed to ******** This process is an FCC requirement and protects customers from local or long-distance service changes without authorization.This process also protects ****S from being charged with slamming if there is a claim that a carrier change was unauthorized. An eLOA must be completed on all appropriate order types to comply with FCC regulations. Technically, the telephone number belongs to ******** and there is nothing that Brigthspeed can do to assist in reclaiming the number.
  

  Secondly,I merely supplied other information about identity theft if they did not authorize a carrier change. As stated in my initial response, ******************* would need to contact the Credit Bureaus to file an official identity theft report if their identity has been/is stolen. Also, they would need to freeze their credit,notify their bank, and credit card insurer, and secure their accounts with new passwords.

  Sincerely,
  

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

• Initial Complaint

  Date:08/09/2023

  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.

  Paid for phone service from Brightspeed (formally Centurylink) and yet when my phone sir ervice went out on 6 Aug 2023, they have failed to come repair their service lines leading to my home.I have been taught how to test the service to see if it was inside the house or was out on their lines. The problem tested that it was on their service lines coming to the residence. Turned a work in to get fixed and they schedule me for 11 Aug 2023 date to respond.I am on the medical priority list to get the phone service fixed quickly and to get this I had to involved the company's CEO at the time to get that priority. Now, the company area managers are ignoring my need and qualifying to be the priority list. I am a senior citizen of 79 years with various health issues and I do not get cell service because my home of 55+ years is down in a valley. If I fall, get sick, have a fire, or need the police I have no way of contacting anyone. and I am a widower. If something happens to me I hope my kids hold the phone company accountable for. I had a email that said they were to fix it today (8 Aug 2023) but the I got email saying I had been put off until the 11 Aug 2023. I need my phone for medical appointments and as a safety factor incase I fall outside or inside and can not get up or that I need to call 911.

  Business Response

  Date: 08/16/2023

  Please be advised that Brightspeed has completed a review of the complaint submitted by Mr. *********************** regarding a recent phone outage. **************** stated that he was without service beginning 8/6/23. He submitted a repair ticket and was given a due date of 8/8/23. Per ****************, the date had been changed and rescheduled to 8/11/23. Due to medical concerns, he requested a sooner due date.
  
  Brightspeed records indicate the customer contacted Brightpseed on 8/6/23 regarding phone issues. At that time a repair ticket was issued and scheduled for 8/8/23. Upon receiving the complaint, the Brigthspeed dispatch escalation team was engaged to determine if a sooner due date could be scheduled. The dispatch team indicated a technician was dispatched for 8/8/23 and was rescheduled to 8/11/23 due to a cable issue that required a cable technician. The matter was escalated and a technician was on site on 8/10/23. Our records indicate the issue has been resolved and the service restored as of 8/10/23. Out-of-service credit has been issued to the account.
  
  At ******************, 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 *********************************** ******************