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:08/07/2025

  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 problems with my internet shutting off each time I use my phone since the first of July. Because my phone and internet are bundled together. I reported this issue several times. Now my internet has been totally out since July 26th. I have supposedly had three different appointments to have it looked at Brightspeed has sent a message saying the issue was resolved and cancelled the appointments. They were supposed to come again on the 12th of August and have now cancelled that technician. I asked if they would prorate my bill due to lack of service and was told that was not an option. I would like my service fixed. My husband is 84 and is not in good health all four arteries are blocked, high blood pressure, cant walk or see. I need help

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  Re: ******* Andrus 
  Complaint ID: ********
  Notice of Complaint Filed: August 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of internet issues.  Customer had new tech date for internet issues and cancelled tech appointment and account per new provider.
  

  We appreciate ******* Andrus  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: 08/21/2025

   
  I am rejecting this response because: we never canceled the appointment bright speed canceled our appointment 3 times saying it was fixed they finally came fix and left and with in 30 minutes it quit after 6 hours on hold we called a different provider we should not have a bill since we had no service for about 2 months we also want people to know how poor bright speed is 
  
  

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  Re:******* Andrus 
  Complaint ID ********
  Notice of Complaint Filed: August 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have further reviewed the account and see that there is a credit balance on your account. Please allow 1-2 billing statements for the processing of the refund on your account. 
  

  Again, we appreciate ******* Andrus  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: 08/26/2025

   
  I am rejecting this response because:
    Our internet was shut down down never fixed I missed a 140 check because of it and we had to go to another company we should get something out of this 

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  
  Re:******* Andrus 
  Complaint ID ********
  Notice of Complaint Filed: August 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have further reviewed there are credits being applied to your account that will reflect on next billing statement. A refund will be processed in 1-2 billing statements from the disconnect date. Please allow time for processing and postal mail delivery.
  

  Again, we appreciate ******* Andrus  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:08/07/2025

  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 DSL internet with Brightspeed. On July 28, 2025, there was a direct lightning strike at my home that shattered the Brightspeed box cover and caused a loss of internet connection. I called Brightspeed customer service on July 29 and July 30, 2025 report the outage and the damage done. In addition I explained there is an exposed box that could be a potential fire hazard. The earliest date of repair according to Brightspeed is August 28, 2025. I continued to email Brightspeed customer service last week and this week. I continued to stress the necessity of prompt repair because of the exposed box and wires. Again. I was told that the date of repair is not changing. I requested the contact information of a United States based customer service representative. At this writing, I have not received that information. It appears Brightspeed chooses not to service its customers when it comes to repairs. Their neglect and disregard is more apparent in rural areas where citizens have no other options for internet service. I feel my problem should be addressed immediately and a repair person sent to my home. I further feel I should be financially compensated for this total lack of customer service

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  Re:      Better Business Bureau (BBB)
              *** *********
  Complaint ID: ********.   
  Notice of Complaint Filed: August 7, 2025
  
  Dear *** *********
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, *** ********* damaged box/dispatch due date.
  Upon review, Dispatch WOT2594458 is due 8/28 and currently working with the dispatch team for an earlier due date. A credit hasbeen applied for your service being down and you will be able to view the credit by 9/7 bill.(takes up to 2 billing cycles)
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. You must be feeling overwhelmed now; I understand that, as I have encountered similar situations. I hope you accept my apology on behalf of the company due to the experience and inconvenience.
  We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  CC: *** *********
  CC: Better Business Bureau

• Initial Complaint

  Date:08/07/2025

  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.

  BBB On June 17, 2025 my mom passes away and June 28 I called Brightspeed and canceled her home phone and internet service. They informed me that her service would be disconnected on July 17. So on July 17th instead of disconnecting her service they disconnected mine so I called them that same day and discussed with them what they had done. They then disconnected her service right away and said mine would not be reconnected until July 28. July 28th came and no internet service so I called them again that day and they said my account had been canceled. No one in our family canceled the service so I still do not know whats going on but anyway I had to create a new account with them and they said it would be August 5th before they could turn it on. August 5th came and no internet service. I called them again to restore internet on August 6th and ask them why I did not get service restore on August 5th like they said. They informed me that my account had been lost due to a new system then I lost contact with them on my phone. Two hours later I called them back and was informed that internet service was no longer available in my area. How can that be so when my neighbors on both sides of me have brightspeed internet. Sounds a lot like discrimination to me. My family has really suffered from this action. My neice lives with me and is enrolled in online classes at the university, my husband runs a business, we do banking online, and many other things that require internet services.I would like my internet restored immediately for online classes, business, and online banking.Thank you ***** ******

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  Re: ***** Morris 
  Complaint ID: ********
  Notice of Complaint Filed: August 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  We see that there has been an account established at your address. If further assistance is needed please let us know. 
  

  We appreciate ***** Morris  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: 08/21/2025

   
  I am rejecting this response because:
   My response
  I am thankful that they have restored my internet after they turned it off for more than a month throught no fault of my own but in the process my neice ************ had to call and get it back. I lost my phone number after having it for more than 30 years. I would like to have my phone number back and put the service back it my name.
  Thank you
  ***** ******
  

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  Re:***** Morris 
  Complaint ID ********
  Notice of Complaint Filed: August 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have reviewed the account and there is always the option to have the account swapped from your neices name to your name in a change process that can be handled by our CARE agents. They can also submit a ticket to have your phone number changed back to the original phone number. Please contact them to have theses action items addressed at ************.
  

  Again, we appreciate ***** Morris  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: 08/26/2025

   
  I am rejecting this response because: I will call tomorrow August *************************************************************************** my name. If successful I will accept.

  Thank you

  ***** ******

  
  

• Initial Complaint

  Date:08/07/2025

  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.

  Elderly parents without landline phone service since 7/19/25. Carrier, Brightspeed, contacted numerous times for repair of phone service. Made 2 appts which Brightspeed canceled. Both parents have health issues and dad is hearing impaired and uses call caption phone. Can anyone please help?

  Business Response

  Date: 08/11/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. **** ********** concern to have her phone service repaired. Following a thorough review of the account, ****************** confirmed that a duplicate Public Utility Commision complaint has been filed by **** ******** with the same concerns. Brightspeed is addressing the concerns through the Public Utility Commision complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to **** ********.

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

• Initial Complaint

  Date:08/07/2025

  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.

  Brightspeed took payment and for 3 days has said a technician is coming to set up Internet. There were technician support appointments seen on the app. No one showed up. **************** is useless and does nothing to mitigate this issue. They lie and say appointments are set but by the end of the day when I follow up on why the tech is not there, they say no tech was assigned even though I see an appointment in my app/account. They are still trying to bill me for a week of no service.

  Business Response

  Date: 08/18/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, NC 28105 
  August 18, 2025
  Re: ******** ******
  23714434 (complaint id) 
  Notice of Complaint Filed: August 07, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the installation delays for ******** ******. Their service was delayed so I have prorated their bill at this time. I reached out to their contact number but was unable to reach them so I left our contact information on their voicemail. The prorated billing will show on their next statement. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ******** ******

• Initial Complaint

  Date:08/07/2025

  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 received phone calls multiple times a day for months regarding a bill for $149. I told the representative each time they called I havent had this internet provider for over two years and owed them no money. I told them each time to stop calling me. They have no turned this into a collection on my credit report. I spoke to a representative today who told me my account had been disconnected in March of this year. I told her I havent had this account in over two years. She kept putting me on hold to check my account. Twenty minutes later I asked to speak to a supervisor. I was told to hold. Ten minutes later told all supervisors are in a meeting. I waited another hour for a callback. Finally had to callback myself. Put on hold again for 10 minutes to then be told we dont show a call to cancel service until November is 2022 so you owe this bill. After almost three years theres no way I can prove otherwise. So, my credit takes a hit for no reason.

  Business Response

  Date: 08/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/21/2025
  
  
  Re: **** *****
  Complaint ID: ********
  Notice of Complaint Filed: 8/07/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing dispute. The last payment we received was on 10/05/2022. That was for billing period 9/08/2022 - 10/07/2022. We did not receive a payment for the billing period 10/08/2022 - 11/07/202. That would have been $56. The customer *************************** service on 11/16/2022. That is 8 days into the billing cycle of 11/08/2022 - 12/07/20255 That would have been $56. There was also two late fees of $18.90 because those two payments were not made. That is a total of $149.80. I issued a credit for the two late fees $37.80. I also issued a credit for the last billing period for 11/16/2022 - 12/07/2022. The credit was for $41.00. The total credit was  $78.80. The outstanding balance is $71.00. I left a voicemail advising and sent an email to the email address on file. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:08/07/2025

  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.

  On Tuesday August 5th, 2025 I was notified through services that I have that monitor my credit score and report that there was a change. When I investigated the change I found a new Debt Collections report showing. The company is ***************************. with the original debt owner being Brightspeed. The amount in collections is 79 dollars. I have only been a customer of ******************'s for approximately 5 months and I have documentation for every bill I have received from them and every receipt for those paid bills, including my original order. I called Brightspeed to inquire as to where this bill came from and why I was not notified about it before it was sent to collections (After checking all emails from Brightspeed received since service was initiated, none mention an outstanding bill). I was told that there was nothing in their system showing this 79 dollar bill nor did they have any information about it being sold to ***************************. I told them I had documentation that showed that they were the original owner of the supposed debt. I was then told that the matter would be escalated, a case would be opened, and an investigation would be completed. I called Brightspeed again two days later to inquire about an update to the case, because I did not receive an email as promised by the first ************ that outlined the information about the case they were opening. I spoke to a different ************ who claimed there were no notes on my account about the first phone call nor was there a case open on my account. I told her the name of the first ************ I spoke to but she stated there was no way for her to know who that was or how to contact that person. I asked for her to open a case but she refused and told me that there was nothing else that she could do for me because there was no information in my account about any of the details I've outlined. I offered to provide her with documentation but she still refused to open a case.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  Re: *** Fitzpatrick 
  Complaint ID: ********
  Notice of Complaint Filed: August 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of collection issues.  After review with the *********************** it shows that the balance is still a collectible balance from an old copper account from December 2021 not the new account that you currently have.
  

  We appreciate *** Fitzpatrick  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: 08/22/2025

   
  I am rejecting this response because:

  I have no idea who or what an "old copper account" is. While waiting for an answer to my BBB complaint, I did recently receive a phone call from Brightspeed and spoke with another "Supervisor". She informed me that the $79 bill was from an old Century Link bill that was left over when I disconnected services approx. 4 years ago. I gave my thanks in response to the company finally investigating this further. I asked if I did indeed owe the $79 dollars and it was paid, would they assist in removing the bill from my credit report. I was assured that they would. I then asked her for a copy of the bill and written proof of the agreement that had been verbalized. The "Supervisor" began to argue with me that I should have the bill in my records. I reiterated that I had no such bill, and that I did not recall owing any money to Century Link after stopping service. I again express that I would need a bill to prove that I owed the money and again I would need in writing the agreement that she had verbalized. At that time the "Supervisor" hung up on me. 

  While acknowledge and appreciate the apology the ****** *. has offered, it does not address why a case was not opened prior to my filing a complaint with the BBB. It does not address why I have received so many conflicting stories as to where and what this bill for $79 dollars is for. It does not address why the company has still refused to send me a copy of the supposed bill. 

  If the company will furnish a copy of the supposed bill either physically sent to my home or in an email, and also sends me a written agreement of the process they said they would initiate to remove this bill from the collections agency, I will gladly pay it.

  
  

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  Re:*** Fitzpatrick 
  Complaint ID ********
  Notice of Complaint Filed: August 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I am working with the ********************** to get the debt forgiven but this may take some time for processing. Please be patient and work with us on this matter.
  

  Again, we appreciate *** Fitzpatrick  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:08/07/2025

  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.

  My name is ******* ***** and I operate ************************* **************** in *********. On April 10 , we experienced an issue with our phones lines which resulted to us loosing our phones and internet service. Brightspeed was contacted on the same day on the incident. A repair appointment was set for May 28. On that date the repair was temporarily fixed until it could be permanently fixed. We were without internet and phones services for over 30+ days. A business Fast forward: On July 14th, once again we experience an issue from road crew that resulted in loosing our phone service and internet . I contacted them on the same day and received an appointment for July 27, no show so I called on Monday July 28 frustrated about no show and I was told someone would be out on July 29th, guess what NO SHOW, so I called on July 30th frustrated again and the agent tells me I didnt have an appointment after the 27th but she was setting it for August 6. REMINDER : we are a funeral home that now dont have a way to receive or make calls and dont have internet services. August 6 gets here and guess what NO SHOW from Brightspeed and today on August 7th , they want to give me a new appointment for August 21st.. Not acceptable that workers continue to lie and mislead customers

  Business Response

  Date: 08/21/2025

  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by *****************************
  

  We strive to provide outstanding customer service, and feedback is appreciated to enhance our training. Brightspeed acknowledges the customers concerns and apologizes for any inconvenience experienced.

  The issue for the internet connection was reportedly due to a cable issue and was supposed to be resolved yesterday. We are showing an uptime of only 1 hour today, 8/21/25. 

  I would like to keep this case open to verify a full resolution for a few days please.

  Sincerely,
  **** *.
  Customer ************************************ ******************

  Customer Answer

  Date: 08/21/2025

   
  I am rejecting this response because:
  The matter in which the company responded is false . Yes we reported the ticket due to a Main cable being cut but explain why all the failed appointments in which nobody showed up. 7/27,7/29,8/6, 8/20 and finally today 8/21 around 3-4pm we received services to our business after  over 30 days of not having phone, internet or fax services . We missed several calls and immediately today once our lines were restored we have been back to getting death calls . 

• Initial Complaint

  Date:08/07/2025

  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.

  In the past, ***********, an **************** Provider, provided ***************** services to myself & many customers I service. At some point, ****************** acquired ***********. However, since then, getting e-mail support has been poor.Specifically, myself & some of my customers, have a need to add a new e-mail address for various reasons:Convenience of additional e-mail addresses (2nd, 3rd, e-mail address)Separation from a spouse (divorce, death, etc.)E-mail account is compromised or otherwise flooded with spam & a new e-mail address is needed Apparently Brightspeed no longer provides e-mail services & has delegated that to ***********, which is owned by Brightspeed. However, no one can tell me wither customers can still add additional e-mail addresses or, if so, how to do that. I have contacted both ******************************** several times over a period of approximately. 6 months & cannot get an answer. Since its e-mail related, Brightspeed refers me to Centurylink. Centurylink refers me to Brightspeed. E-mail support refers me to account support & vice versa. Im tired of this endless support ******* my opinion, Brightspeed is failing to adequately provide support for a service (e-mail) that customers signed up for when a *********** *************** are not being honest with customers about their desire to eliminate e-mail services entirely. They fail to escalate my question/problem & seem to be very vague about getting to the root of the question/problem.I have copies of several chat ******************** messages between myself, ********************************, if needed.

  Business Response

  Date: 08/18/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 18, 2025
  Re: **** ******
  23713632 (complaint id) 
  Notice of Complaint Filed: August 07, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the Mail2World email services taken over from Centurylink.Brightspeed does not own, have access or support the old centurylink,embarqmail, centurytel or etc. email domains. They were sold or taken over by a separate entity before internet services were moved to Brightspeed. **** ****** is unfortunately stuck in a support loop because I do not believe mail2world has a phone number for support, just their assistance through website or chat. ******************************************** Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** ******

  Customer Answer

  Date: 08/19/2025

   
  I am rejecting this response because:  How Brightspeed chooses to provide e-mail support is not my problem or concern.  Getting answers to e-mail support questions & issues is.  Brightspeed is still responsible.
  
  Does Brightspeed get to just stop providing e-mail or e-mail support to customers?  ...especially without telling customers or adjusting their rates?  This is a service customers assume is included in their monthly rates.  When were they going to inform their customers of this change?  What
  are they supposed to do if the elementary support level is unable to resolve issues or answer questions?  This is an unacceptable answer!
  

  Business Response

  Date: 08/22/2025

  BBB of Southern Piedmont and Western N.C. 
  *************************************************;
  Matthews, ** 28105 
  August 22, 2025
  Re: **** ******
  23713632 (complaint id) 
  Notice of Complaint Filed: August 07, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the Mail2World email services. Unfortunately this is not a Brightspeed product and the changes would have been communicated by their original email provider on their bill or directly to their main email address over 2 years ago. The service provided for email was always a free add on with no specific charges and was not sold to Brightspeed by ***********. Brightspeed offers no emails and would suggest an ISP neutral email provider that is agnostic of their internet service to avoid any such issues in the future. Support of their original email can be provided by the company mail2world through website or chat at ******************************************** Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** ******

  Customer Answer

  Date: 08/23/2025

   
  I am rejecting this response because:  I DON'T accept their response but it's what I expect any more for low quality ISPs so you may as well close this case.

  This is why Starlink is eating the lunch of these low quality ISPs.  They fail to provide more & more services & what more for it.  Myself, as well as most of my neighbors & customers are ditching ****************** for Starlink.  No effort has been made to upgrade circuits to above 10M & we're tired of it.  This just seals the deal for me.

  -****
  
  

• Initial Complaint

  Date:08/07/2025

  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.

  I have no **************** at this time, it has been out since the middle of June and now it is August it continues to be out. BRIGHTSPEED is a horrible company and I would like to be compensated for all they have put me through. I also would like my service to be turned on immediately. BRIGHTSPEED took over from Century Link Internet and they both are HORRIBLE COMPANIES.I have always paid my bills, only to receive very poor customer service. I need Internet at my home and I would like money back from my last payment made.

  Business Response

  Date: 08/21/2025

  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by ***** *****.
  

  We strive to provide outstanding customer service, and feedback is appreciated to enhance our training. Brightspeed acknowledges the customers concerns and apologizes for any inconvenience experienced.

  Sincerely,
  **** *. 
  Customer ************************************ ******************