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:07/18/2023

  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.

  Signed up with service in October of 2022 because they are the only internet service provider at this house. To date, they have still not buried the line. I call every few months and it's the same story - technician will come out and tell me they need to mark the utility lines and that someone will come bury the line in 3-4 weeks. No one ever comes and the whole process starts over

  Business Response

  Date: 07/18/2023

  July 18, 2023
  
  Brightspeed appreciated the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************************  In his complaint ********************** mentioned of a service line that was installed October of 2022 and the line has yet to be buried.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to the field leadership for review and was notified that a technician will be out today to get the ticket issued today to have it completed as soon as possible. 
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Office Case Manager
  Brightspeed

  Customer Answer

  Date: 07/19/2023

   
  I am rejecting this response because: the technician did come out to the property yesterday and the ticket was closed. However, the line is still not buried. I understand that a new ticket needs to be opened to actually bury the line, but we have been through this exact same scenario 3 other times and no one ever comes to bury the line. I'm disinclined to accept this response until that line is buried. Brightspeed needs to follow through with this
  
  

  Business Response

  Date: 07/25/2023

   Good afternoon, 
  
      Following up due to rejection received from customer, I received confirmation from the field leadership that the line was buried.  Just wanted to update to see if this can be closed now.  Thank you in advance.
  
  BBB Complaint #******** - Code - 56461409-ED562 - Original 
  
  BBB Complaint #******** - Code - 56514874-6EA07 - Rejected
  
  
  Sincerely, 
  
  ***** (****) Uriarte 
  ANALYST II
  Customer Advocacy Group
  ******************
  ************** 

• Initial Complaint

  Date:07/17/2023

  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 out of service for 20 days and counting, I have no landline, no internet, no nothing. I have 3 different appointments for someone to come out and no one comes out. I talked to someone in *************** and nothing ever happened. This is where their contact line goes to and since they have changed hands you can only talk to someone in the **********. I am not the only one. It is a huge problem. The fact that they stood me up again is a problem.

  Business Response

  Date: 07/24/2023

  BBB of Southern Piedmont and Western ****
  ***********************************************************************
  
  July 24, 2023
  
  
  Re:Customer Name: *****************************
  Complaint ID: ********
  Notice of Complaint Filed: July 17, 2023
  
  Dear Kisis *****:
  In summary, the Better Business Bureau (BBB) filed a complaint on behalf of ***************************** that involved service issues. ***************************** stated that she had been without service (voice & internet) for the past 20 days. Also, **************** noted that three appointments resulted in the cancellation. ****************************;asked Brightspeed to restore her service in the desired settlement details.
  
  Brightspeed has completed our investigation concerning the billing account number *********. According to our records, three dispatches between May 12, 2023, and July 08, 2023, two were canceled due to an outage pattern and by the customer.
  
  ****************** appreciated the opportunity to review the details in the statement of the problem and desired settlement. Brightspeed field technician repaired a damaged/deteriorated wire on July 20, 2023, restoring the dial tone. Please note that the account reflects three credit adjustments: 06/29/23 $50.00;07/20/23 $56.81; 07/20/23 $30.00.
  
  Brightspeed apologize for any issues due to the experience and inconvenience.
  
  Sincerely,
  *******************
  Brightspeed Customer Advocacy
  
  CC: *****************************

• Initial Complaint

  Date:07/15/2023

  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.

  Brightspeed shut off my telephone service THEY SAID I CANCELED ""I DID NOT "" After lightning hit the big green box across our road . Our service started to freeze up . After 3 months of BAD service we got a new internet provide and canceled theirs .THEY CALL ME LATE AT NIGHT (9.300PM) . WE OWN A SMALL GREENHOUSE AND UP AT 5::00 AM AND WE USE A SQUARE READER . WE HAVE A FULL BOX OF PAPERS OF ORDER # NOW THEY WANT $211.00 FOR SOME KIND OF ORDER

  Business Response

  Date: 07/26/2023

  Please be advised that our records indicate the phone line has been restored. Brightspeed has reached out to the customer via phone and email and at this time, no response has been received. 

   

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

• Initial Complaint

  Date:07/14/2023

  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.

  In October of 2022 Brightspeed became my internet service provider (they acquired it from CenturyLink) for service at ***** ********** in *********. I have been paying a fee since 10 of 2022, every month, kind of a vacation hold until I went to the location. On 6/27/2023 I had the service fully turned on and on 7/3/2023 I arrived and spent 10 hours bouncing between different departments, different representatives, not even the Brightspeed representatives, the phones keptt routing me to CenturyLink. Needless to say it is 7/13/2023 and I have yet to get anyone to answer the phone or make resolution. This has been the worst customer service of my life. Cannot even get a response on text. I am seeking a full refund of all I have paid since the service switched (total of $138.17) and for them to be investigated for fraud as I am not even sure if it works, or ever works. I have cancelled service and am not paying anymore for service that has never been received. Please warn others.

  Business Response

  Date: 07/22/2023

  Please be advised that Brightspeed has completed a review of the complaint submitted by Mr. ***************************************** indicate the internet service was placed on vacation hold on 9/27/22 at a reduced rate of $9.95 per month. On 6/16/23, the customer contacted ****************** via chat requesting to remove the vacation hold and restore the internet with a requested due date of 6/27/23. An order to restore the service was issued and completed on 6/27/23.  Records indicate the customer contacted ****************** again on 7/2/23 and 7/3/23 due to being unable to connect to the internet. After troubleshooting with *************** and ************** the internet issue was still unresolved and therefore the customer requested to cancel the service effective 7/5/23. 
  
  The customer is requesting a full refund of all funds paid since transitioning to Brightspeed on 10/3/22. Unfortunately, Brightspeed has declined to credit the requested amount due to there being no record of an issue with the service being reported prior to 6/27/23 that would warrant a refund. However, as a courtesy, one month of credit has been issued and applied to the account due to being unable to resolve this matter to the customer's satisfaction.  
  
  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:07/13/2023

  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.

  Brightspeed internet is an absolute scam of a company. I canceled my account months ago, but got a bill for $400 something dollars. After fighting with them for days I just paid it to get them off my back. So I have them money for a service I never had. Then a couple months later I just received another bill from them, after all that. They are taking advantage of people and taking money and threatening it will just go to collections. They really need to be stoped

  Business Response

  Date: 07/28/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  Please see the summary report for all actions taken.

   

  Issue: The *** received a complaint from the BBB on behalf of *********************** regarding her final billing with Brightspeed. She stated that she disconnected the service was still being billed for the service. The case was received on 7/14/23.
  
  Findings/Resolution: When the case was received the account was reviewed and found the customer contacted the service team to have the account *************************** on 5/11/23 however the customer did not remain on the line for the order to be processed, therefore the customer was billed until 7/13/23 when a new request was made to disconnect the account. After reviewing the account, the decision was made to adjust the charges for the customer which totaled ****** for the service and the late fee. It is key to note that when placing a disconnect order the customer must remain on the line until the order is processed for the agent to provide the customer with all details regarding the ************************* and any actions that are needed from the customer. This is why when the call is dropped for whatever reason, the order will not be placed until the customer can finish the full call and order process. The account balance is **** at this time with no pending charges currently showing.

   

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:07/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: July 10, 2023 Amount of Money Paid: $49.00 USD Brightspeed assured me that my account was canceled on June 12, 2023 (28 days before the next billing period). 3 weeks after the phone call I made to cancel my brightspeed service at my former residence, I received an email on July 3, 2023 informing me that I would be charged on the billing period of July 10, 2023 through August 10, 2023 with a total of $49.00. Knowing that I had called and talked to a brightspeed representative 21 days prior about canceling my service (a 30 minute phone conversation) before my next billing period, I proceeded to call Brightspeed again on July 5, 2023 to confirm that my service was canceled and that I would not have to pay for any more future billing periods. The representative assured me that the account was canceled and it would be official on July 10, 2023 and that I would not be charged for another month of a service that should have been canceled almost a month prior. I ended up getting charged another $49.00 on July 10, 2023 and proceeded to call Brightspeed yet again on July 12, 2023 to tell them that I NEED my service canceled due to me not living at that residence anymore. The Brightspeed representative then told me that I had to pay in advance to have my account canceled, and that I had to pay the next months billing period and THEN my service would be canceled. Brightspeed is refusing to cancel my service and is extremely difficult to get ahold of a human representative to cancel a service. The only way to get ahold of a human representative is to press the number 4 to set up a new service and they will pick up immediately. Every single other option possible gave me the run around and ultimately ended up in the computer telling me to call the same number over and over again. I demand that Brightspeed refund my $49.00 and cancel my service for good. I can rest assured after its resolved in knowing that I will never use a Brightspeed service ever again.

  Business Response

  Date: 07/17/2023

  Response to the customers concern.
  The customer placed an order for a ************************* of services on 6/12/23. The billing date is on the 11th of each month and had already been bill at the time of disconnect.
  There was a credit applied to the account for $49.00 and the customer should receive it to the billing address in about a billing cycle.
  The account is *************************** and we are not able to release funds immediately.
  
  Thank You, 

  Customer Answer

  Date: 07/18/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:07/13/2023

  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.

  Currently have internet with this company. Service went out on 7/11 contracted company was told they would send a tech out earliest would be 7/13. I explained I work from home and this isn't acceptable they were unable to provide a solution. Got a conformation text today 7/12 to confirm appointment on 7/13 between 8-5 I confirmed got a thank you text for confirming. A couple hours later got a email to confirm appointment on 7/26 so I called and after speaking to multiple people they said there was miscommunication between yesterday and today. At this point they do not have a solution to fix the service until the 26th and I work from home. Not going to work I asked for someone higher up the chain and was told the highest person was a manager in which I spoke to and she was no help. Asked did they have a company location for me to go to and they said they did not have that information. Unfortunately this is the only internet provider that I can get at my home and there is always a issue and they are not willing to help in a timely manner and there isn't anyone higher up to talk to.

  Business Response

  Date: 07/20/2023

  
  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, a trouble ticket on placed on 7/11/2023.  The ticket was closed on 7/19/2023.  No access left customer a message, service good to dmarc except customer is running 6meg at dmarc and only 3meg on polld slam.Trouble is going inside could be bad modem or wiring issue. more than likely it's the modem.
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  
  Sincerely,                                                                              
  **********;
  Case Manager
  ***********************
  
  
  

  Customer Answer

  Date: 07/21/2023

   
  I am rejecting this response because: I was told that they could not come to my home until 7/26. I confirmed the appointment with brightspeed and got a response back that it was confirmed. On 7/19 I received a call and text from brightspeed in regard to coming to my home to fix the service. At that time, I am on vacation and was not given a notice that they would be coming before the scheduled appointment on the 7/26.  If I was informed prior to the new appointment on 7/19 I possibly would have been able to have someone at my home. I was not able to have anyone at my home because I was informed of the new appointment and was given notice until the service technician was on the way to my home.  With that being said I will still need my appointment that was scheduled for 7/26 between the hours of 8 am and 5 pm so they can complete and resolve the issue. That is when I will be at home to let the technician in my home. Lack of communication on their part is not acceptable and I will need the appointment that I was scheduled for. Please let me know if you need anything else from me.
  
  

• Initial Complaint

  Date:07/12/2023

  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.

  June 3rd I called to report a change in internet service reliability. Service drops 2-8 times in a day, no longer holds VPN connection. This is a change in the product I am paying for. I was told a technician could not be scheduled because on the provider end it shows I am receiving uninterrupted internet service. They told me they would send a replacement modem at no charge mailed next business day. 2 weeks later I called because no replacement modem is received. They then stated 10 business days. It is July 12, I still have not received a replacement modem, my service continues to drop, will not hold a VPN. I have called asking for technical support and recieve none. The product I am receiving is declining especially over the last 3 years. Support calls result in no resolution just passifying until the next contact.

  Business Response

  Date: 07/19/2023

  July 19, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************************  In her complaint she mentioned of her internet service dropping various times per day.  She was advised that a technician could not be sent out due to no service issues found. There was also information about a replacement modem being sent that was never received.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our technical support team for review.  A dispatch we set for July 18th for review due to the intermittent VPN drops and errors building on the line.  I received follow up information from the field tech that a software configuration was needed,and all should be resolved now.  As a courtesy I issued a credit for one month of service effective today.  I hope this information helps.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues of inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed

  Customer Answer

  Date: 07/20/2023

   
  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.

  My issues are not yet completely resolved, but they are on their way. After the repair tech left he gave me guidance on what to do if my issues continued.  They did continue so I was able to use chat, and ***** confirmed even though I had a June 3rd email confirmation of a replacement modem, that request didn't actually exist. He rectified that. If the replacement modem does not solve my connectivity issues I will need to request the repair tech again.
  
  Thank you. 

  
  

• Initial Complaint

  Date:07/11/2023

  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.

  We have been calling for over a month with a issue of no phone service, No phone line, can not call out and nobody can call in. We have called several times explaining all of this. Nobody calls us back and it's don't get fixed. They were suppose to send someone out friday 7/7/23 after 3:00 and we waited and no one came. I called back and was told that the ticket had been closed and my phone was still not fixed. I was told a manager of the man that closed the ticket would be calling me back and that never happened. I called again yesterday 7/10/23 and they would not listen to what I was telling them, ask for a supervisor and one never came on the phone. This has been the worst service we have ever had. CenturyLink was better and they were bad. I need my land line fixed. We use our home phone alot and they just keep sending me a bill and keep adding charges on there for trip charges. I am not paying anything till this phone is fixed and fixed right. I am hoping by us reporting them to the BBB you can help with this problem.

  Business Response

  Date: 07/27/2023

  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, the customer has had 2 trouble ticket and they were both closed trouble beyond the NID.  The wiring issue is inside the home.  The customer needs to place a trouble ticket when they will be home for the technician to come inside.  There is a charge for inside work.
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  
  Sincerely,                                                                              
  Case Manager
  ***********************
  
  

  Customer Answer

  Date: 07/27/2023

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:07/10/2023

  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.

  I have an unlimited use internet contract with Brightspeed. Brightspeed has no upgrade options available in my area. My internet was very slow and I called Brightspeed technical repair. The agent looked at my account info and told me that I used up my bandwidth. I replied that my contract is unlimited use and should have 10mbts any time and all time. Brightspeed breach of contract. Brightspeed fraudulent business practices. Brightspeed is throttling my connection even though my contract is for unlimited use. Damages - I am not able to do my job because Brightspeed is throttling my connectivity by use, even though my Brightspeed contract is for unlimited use.

  Business Response

  Date: 07/17/2023

  Good afternoon,

  Brightspeed Repair contacted and spoke with Mr. ****** and *****, explained bandwidth overutilization to them and that we don't throttle the speed it is simply they are using all the speed we can provide. They understood and apologized for the letter to the BBB and appreciated the explanation.

  Thank you,

  Brightspeed