Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed technician messed up when repairing my internet and phone service and won't come back and repair it for two months. I currently don't have a landline or internet. I can't watch TV because I don't have internet or use my landline. I am 74 years old and not having a landline or internet service is a safety concern for me. My security system is not working and Brightspeed does not care. I Need my service restored.

  Business Response

  Date: 06/19/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/19/2025
  
  
  Re: **** *****
  Complaint ID: ********
  Notice of Complaint Filed: 
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. Our technician made repairs and restored the service. **** ***** confirmed the issue is resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/11/2025

  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.

  Brightspeeds sales **** continue to ignore no trespassing signs, no soliciting signs, and a sign specifically directing them not to even bother knocking on my door. I have explained to them in person at least 3 times that I work for a competitor and am not interested. Twice they have woken me, up as I work 2nd/3rd shift, with my work truck in the driveway. Yesterday one of their **** came to the door and stated that my entire neighborhood has already signed up with Brightspeed which is in fact a falsehood and easily verifiable. If I wanted your service I would call you, I am requesting this business places my address on a do not contact list immediately. I have already attempted to contact the sales company via the flyer they left with no response. I have also contacted their corporate support web chat and they continue to visit. Further contact will be deemed as harassment.

  Business Response

  Date: 06/21/2025

  BBB of **********************************
  **********************
  ******************
  
  
  6/21/25
  
  Re: **** *****
  23456204
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the unwelcome and unsolicited visits from sales representatives of Brightspeed coming on to his property. 

  We have sent the formal request to our Door-to-Door Sales team to have Mr. ******* home removed from any marketing lists and stop any further contacts to their home. We have fully advised of the full trespass report and reviewing any personnel that went to his address. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/11/2025

  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.

  I had internet service with **********, now Brightspeed for years. Began having problems with internet dropping and service. They would always tell me that they couldn't fix my problem as everything looked fine on their end and I needed to put in a work request to have everything checked out. After waiting a while for that I called, and they had not processed the request. I finally resorted to spending more money monthly to lease a new router which they sent to me but at that point I was so disappointed in their support system that I then decided to go with ******* instead. I called and cancelled service with Brightspeed in February of 2025 and went to the *** store and returned the router they sent to me within the timeframe for returns. In April, 2025 because I was on automatic debit for my previous bills, Brightspeed charges me ******. I call them and asked them why as I am assuming it is a charge for a router that had been returned. They verify that yes that is what happened and they would issue me a refund and gave me a confirmation for that of "***********". I waited a couple of weeks and called again as it had not went through but was being processed and might take 60 or more days, that was April 22, 2025. Almost 2 months now I call back and they tell me that it was processed they don't know why I haven't received it and it may be another 60 to 90 days. I have been patient and now I feel they are just a poorly ran company and have no intention of refunding my money. They also had charges they billed me for which were small amounts the 2 months after I cancelled my service but I figured that was somehow money owed them after cancelling even though it seemed odd. I just want my refund back because I did what I was supposed to do and returned their equipment.

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  
  Re: ****** Aschwege 
  Complaint ID: ********
  Notice of Complaint Filed: June 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  After review of your account, I got with the correct department and the last payment of $160.47 has been refunded to you. Please allow time for the processing for the refund to be returned to you.
  

  We appreciate ****** Aschwege  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ****** ********

• Initial Complaint

  Date:06/11/2025

  Type:Delivery 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.

  Phone outages for over a month with appoints canceled lastinute and technicians lying saying restored resolved without ever showing up. May 15 initial call for service made. Appt received May 27th attempted to reschedule to sooner due to parents health (dementia, heart complications). Appt given May 28th. On May 28th technicians informs running late will arrive b/w 130 -530. At 447 received another text referred to another technician moved to 5/29. 5/29 @ 8am text received appt confirmed @ 12:54 texf received moving appt Jun 4th. Jun 4th appt text confirming received that morning 746 arrival b/w 1130 -150. ***** the tech reaches out at 2:14 within the same minute another text is received stating service completed. No one ever showed, called and service is still out Jun 10th. During this time I spoke to Brightspeed **** even escalated to no avail. Help is needed to resolve. Parents are in their 80's and this situation is detrimental to their safety. Similar situations since Dec 2023

  Business Response

  Date: 06/25/2025

  June 25, 2025 
  
  Re:    Better Business Bureau (BBB)
             ******** ******
             Complaint ID: ********
             Notice of Complaint Filed: June 11, 2025
  
  Dear ******** ******,
  

  Brightspeed has reviewed your recent Better Business Bureau (BBB) complaint regarding the reported phone service outage from May 15 to June 25, 2025. Repair ticket WOT2328630 was expedited, and a technician was dispatched on June 25. Upon arrival, the technician contacted Mrs. ******** via the home phone and confirmed the service was operational. Customer indicated that the phone service had not been reported as out. We attempted to reach you at ************; however, the voicemail inbox was full and could not accept new messages. Email updates were also sent to ****************************** As part of our commitment to customer care, a credit of $55.94 was applied to the account on June 5, and an additional credit of $33.12 was issued today to address the reported service concerns. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ******** ******
  CC: Better Business Bureau

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been Paying for Brightspeed Internet since February. ***** each month. They said they would give credit for the outage in our area. It has been 7 DAYS. No update, no email. No call to say we have got your wifi working. I spoke to 6 different people before I got a solid answer on the outage. NO one knows anything. I want and need answers now. Also none of them speak English. So hard to understand them.

  Business Response

  Date: 06/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/25/2025
  
  
  Re: **** *****
  Complaint ID: ********
  Notice of Complaint Filed: 6/11/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. Our technicians were able to make repairs and restore the service. I have not been able to speak with the customer to follow up. I will try again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/11/2025

  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.

  A salesman for Brightspeed internet came to our door, saying the first 3 or 6 months were free and it was a buried fiber cable. A representative came April 28 and left us with a router, box on the outside of our house and a wire going through our yard. When we said its supposed to be a buried line, hed said we had to pay for burying the line , which we had not been told. We arranged for the internet line to be buried, but we later changed our mind and canceled the service completely in mid-May. Since then, *** made several phone calls in regarding how to return the hardware (Ive gotten different answers) and that I want to cancel the account. Cancelation #**********, and I was told it would be disconnected June 8. As of June 11, it still is listed on my WiFi connections options. Then I saw my credit card has been charged $29 twice. I called about that mistake on their part. They refunded $29, refund confirmation number ********. That specific amount has been refunded, but not the other $29. I was told I would have to call their technician department myself to have the wire taken out of my backyard and the box taken off my house. I called and my only option was to leave a message on May 28. I havent received a call back. I still have a Brightspeed account and am still able to log in. The last four digits of my credit card are there without permission. Ive asked to have it taken off. It hasnt been. Im told they keep my login valid in case I want to reverse my decision to cancel. I have asked for it to be deleted several times, including 3 times that the phone was disconnected on their end. It still exists.

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  
  Re: ****** Oelke 
  Complaint ID: ********
  Notice of Complaint Filed: June 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of account closure issues.  After review of the account, a ticket was created to have the equipment removed from the home.
  

  We appreciate ****** Oelke  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: 06/24/2025

   
  I am rejecting this response because:
  Though my account is cancelled, I can still login to the Brightspeed website. The last 4 digits of my credit card are still on the account, for which I did not give permission in the first place. I want my name and credit card completely off the website. 
  Also, when we signed up through a door to door salesman, we were told the first three months would be free. However, we were billed for two months, and only one was refunded. I expect the other one to be refunded. Thanks 

  Business Response

  Date: 06/28/2025

  June 28, 2025
  
  
  Re:****** Oelke 
  Complaint ID ********
  Notice of Complaint Filed: June 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. After reviewing the account, I have issued a credit to you in the amount of $29 for the one month that was charged to you during the promotional period. I will have a ticket set up to have your information removed from the website.
  

  Again, we appreciate ****** Oelke  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  
  CC: ****** *****

  Customer Answer

  Date: 07/01/2025

   
  I am rejecting this response because:
  
  As of July 1, 2025, I am still able to log into the Brightspeed Website, and the last four digits of credit card are still there, without my permission. This credit card needs to be removed. I would also prefer to not have a workable login. 
  

  Business Response

  Date: 07/06/2025

  July 6, 2025
  
  
  Re:****** Oelke 
  Complaint ID ********
  Notice of Complaint Filed: June 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have created ticket INC0190065 to have your information removed from the system,
  

  Again, we appreciate ****** Oelke  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  
  CC: ****** *****
  

  
  

  Customer Answer

  Date: 07/07/2025

   
  I am rejecting this response because:
  My login is still on the bright speed website. Once logging in, the last four digits of my credit card are still on the website. This all needs to be completely deleted before I  have accepted the offer.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This account was closed July of last year when I was switched to a fiber-optic line with yfi. I have called them 4 times trying to get my refund, September 24, January 25, April 17. Every time they said it would arrive within a month. The last time was May 19, still no refund.

  Business Response

  Date: 06/24/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  June 24, 2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: June 10, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed has conducted a thorough review of the Better Business Bureau (BBB) complaint concerning the customer's refund check. Due to a recent system migration, the check was not issued following the account ****************************. This matter is currently being addressed, and the refund is in the process of being released and mailed to the customer. Mrs. ******* has been updated, and I will continue to follow up with her until the matter is fully resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ***** *******
  CC: Better Business Bureau

  Customer Answer

  Date: 06/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. But due to the fact that i do not have the refund in my hand and they said it was cut 6/24/25 and it could possibly take up to a month to receive it. (The mail isn't that slow) I may be filing another complaint with you again if I haven't received it within 14 days. They have been saying to wait a month every time I've called them and now it has been almost a year (They have had 12 months and still not a refund)
  
  Thank you.  
  

• Initial Complaint

  Date:06/10/2025

  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 was having problems with my landline phone, called them and explained that i was unable to get calls or call out and that i needed them for emergency purposes because i take care of my elderly mother and have 3 children and do not get cell service at my house. They made an appointment 16 days later to come out, although it was to long i agreed, but was unhappy that it would take that long. They were supposed to come June 3, ********************************************************************** site, no one was ever there. Brightspeed then sent a text stating that the problem was resolved. It was not at all. I then called them back and was told they would find out what happen and they were unable to get ahold of the technicians that was supposed to come out and fix it. They said they would find out what happened and call me back. No one ever called me back. I then called back days later, June 10, 2025 and explained what happened and that i've been with out a phone for over 25 days and no one has resolved my problem and needed them to come out the next day to resolve it. They said the soonest they could come would be July 8, 2025, which will be over 2 months before i could get it resolved. I've explained to them that I have no way to call out or get calls. So if my mother has an emergency she wouldn't be able to get ahold of me, and i'm unable to call and check on her. I also explained to them that I have 3 young children and would not be able to reach anyone for an emergency. I've had problems with them in the past, and even had a renter of mine die, because they failed to come fix there phone and they had no way to call anyone for an ambulance. I'm wanting them to understand that if they are going to provide this service and take on all these c, they should be able to fix it in a timely manner. If not, they shouldn't take on so many customers. My concern is for the elderly or the ill that wouldn't be able to get help. Thank you, ***** ********

  Business Response

  Date: 06/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/24/25
  
  
  Re: Star ********
  23451456
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an outage with the voice services.

  Our field team has a posted outage NOC0122796 that currently has a commit for 6/26/25, at the latest.  

  We will continue to monitor for resolution and verify services are working before this can be closed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 06/28/2025

   
  I am rejecting this response because: My phone has been out since the middle of May. I was told that it would be resolved at the beginning of June, although i explained that waiting 15 days for a phone is unexceptable seeing that i need it for emergency purposes. I was patient and waited for my appointment that was scheduled for June 3, no one showed up to look at the problem and then later received a text stating that it was fixed. I then called you back and explained what happened and got no answers or a call back like i was promised. Then called you back and was told that they couldn't explain why and set another date for a month later then told them that i couldn't wait that long and explain that i had already waiting and no one showed up. Then i received a text canceling my appointment and then called back again, and was told it was canceled because they are coming to fix it and resolve the problem. No one ever came again and fixed it. I have no way to call for emergency if something would happen. It should not take this long for a problem to be resolved. I also am still getting billed for services i'm not receiving and have been on the phone for hours to have nothing resolved. So it is not ok for you to wait that long to resolve it.
  
  

  Business Response

  Date: 07/02/2025

  BBB of **********************************
  **********************
  ******************
  
  
  7/2/25
  
  Re:Star ********
  23451456
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an extended area outage and delay in service restoral.

  The cable outage has been closed after repair. Upon trying to reach Mrs. ********* the home phone line had a loud hum and noise that made the line unusable still.

  I have placed a subsequent ticket to investigate and am escalating individual technician contact for as quickly as possible. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/10/2025

  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.

  On the 1st of this month my service went out. I called a managed to get an appointment with someone through the chat feature which no longer works. The appointment was on the 6th 4 days later. I received a call from the repair tech a few hours before my appointment on the 6th and he explained the following: the house up the hill that I saw earlier had an outage, and when I looked it covered your area as well. I called the construction guys and they should have you up today or tomorrow. He then explained how he is going to close out my ticket, as fixed even though it clearly wasn't. Now the text we had open just lead me to bright-speed website which recommends I download the app, which leads me back to brightspeed website with a broken chat button and a call line that as far as I can tell has no redirect to actual people. I tried it five times so far and no option has gotten me talking to anyone . My first bill is coming after my first month free. I have not had internet however for about 10 days and counting so I don't really know what I am paying for or why their are no representatives of a the same company that sent 4 to 5 people through my neighborhood every two weeks until I finally took them up on their offer.

  Business Response

  Date: 06/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/21/25
  
  
  Re: ****** ****
  23451391
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a fiber service outage. Our field resolved and had a technician verify good to the outside.

  I spoke with Mr. **** and applied credit from 6/1/25 to 6/14/25 as stated on the call. We also placed the order to provide a Wireless extender to the account, as well, under order number 4700048237.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed says we have to have a pin number to have our phone number , which we have had since 1967. imported to our new provider. I have no pin number on my end and have called them 3 times to get it. They have given me 4 pin numbers and ****************** has rejected all of them from our new internet company. On my third call I asked to speak to a supervisor when no pin was given me and the *** hung up on me. I just need help getting hooked up to ******************** with MY phone number. ****** ****** Brightspeed acct: ********* my phone number is ************ Account is under: *** G and ****** ****** This seems so ridiculous I have to resort to asking for your help in such a silly manner. Thank you for your help!!

  Business Response

  Date: 06/24/2025

  BBB of Southern Piedmont and Western N.C.
  9719 Northeast Parkway
  Matthews, NC 28105
  
  
  6/24/2025
  
  
  Re: Gloria Haindl
  Complaint ID: 23450839
  Notice of Complaint Filed: 6/10/2025
  
  
  Dear Kisis Silvam, 
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with porting a phone number. We are attempting to work with the other provider but we have not been able to speak with the their contact for this issue. I will continue to reach out to them. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  Mike M.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because:
  

  I just received from the BBB, it wants to know if I am satisfied with the complaint I filed with Brightspeed. The answer is no. ****, whom I told the Highline person to calls phone number to , has not called me since that time. like he said he would. This has been 11 business days with no word from him. I will call him again this am but 

  I only can get a recording and he has to call me back in able to talk to him. Its like  they hope I will just drop this and go away. 

  I will let you know if I have any luck talking to him. 

  Thank you for your help and have a great day. 

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

  
  

  Business Response

  Date: 07/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/08/2025
  
  
  Re: ****** ******
  Complaint ID: ********
  Notice of Complaint Filed: 6/10/2025
  
  
  Dear Kisis Silvam, 
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with porting a phone number. I have escalated this issue to our team that handles port orders. They are working on getting a resolution. I will follow up with the customer once I have further information.  
  
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/11/2025

   
  I am rejecting this response because:
  I wish to wait while Brightspeed works on this problem. 

  I see on the *** homepage that it says 

  If you are switching service providers and remaining in the same area, you can keep your existing phone number. Your old company cannot refuse to port your number and it should take 24 hours or less.

  This has been weeks so I hope you are outting this as a highest priority. !