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:06/09/2025

  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 mother's brightspeed internet went out at the end of may 2025. She had initially called and was told a tech was scheduled, but then there was a no-show. I took matters into my own hands and contacted support on her behalf. They stated they didn't put in her appointment because there was an "Area wide outage" that they stated is now fixed. Well her internet was still not working. We went through all the troubleshooting steps and she is still not online. The soonest they could get a tech there was June 24th 2025. A whole month out.This is an unacceptable level of service. My mother is elderly and relies on her internet connection for emergency contacts. It is also what allows her cellphone to work via wifi calling since her phone provider has poor service in her rural location.I have now contacted support 3 more times looking for an earlier time and they keep telling me they don't have any.We need this resolved and we need it done now.

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  
  Re: ***** Johnson 
  Complaint ID: ********
  Notice of Complaint Filed: June 9, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  The tech came out on 6/20 and fixed the inside wiring on the network interface device and exchanged out a bad modem. The service was restored.
  

  We appreciate ***** Johnson  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: 06/23/2025

   
  I am rejecting this response because:

  The fact that after they called me on the 11th and the date moved up from the 24th of June to the 13th, only for my mom to be contacted on the 13th and have the date moved back again to the 20th is unacceptable. They saved a mere 4 days off the original date and my mother was still without internet for a month.

  This SLA, along with the confusion around the dates, is still unacceptable and improvements to their technical dispatch teams need to be made.

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  
  Re:***** Johnson 
  Complaint ID ********
  Notice of Complaint Filed: June 9, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. I want to apologize for the delayed tech visit after the redate but I am glad that the issue was resolved. I will get with the dispatch department about the rescheduling issue to have the issues addressed.
  

  Again, we appreciate ***** ******* 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:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last 2 months, I have not received a paper bill. I am NOT signed up for paperless, I am NOT on auto pay. This has been confirmed. The following contradictions/problems have occurred over the last 2 months.1. Said I will receive paper billing--said I would have to pay a fee to receive it. Have not receive a paper bill for 2 months. **************** said cannot provide a paper bill because of the "new" system. Only available option is auto pay or call each month to pay. I have actually been told the bill is "in the mail"2. Said I am not on auto pay, but because I was charged a late fee and no bill, my daughter paid the bill online. They said they cannot remove her card until another could replace it. They have kept charging her card without permission.3. My daughter has authorization to act on my account. This has been stated many times on the phone. This has not been implemented.4. Have requested an email bill to my daughter-never received.I am able and willing to pay my bill, I just request a paper bill to be sent in a timely manner each month. This company is limiting my ability to pay for this service and their "new" policy is discriminatory in their actions. If I chose to participate in auto pay, with the poor customer service, multiple contradictory statements from customer service, and HOURS spent trying to just receive a paper bill, I would not ever trust a reoccurring payment.

  Business Response

  Date: 06/13/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 13, 2025
  
  
  Re: ******* ******
  23443986
  Notice of Complaint Filed: June 9, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********* billing concerns. Following a comprehensive review of the ************************** confirmed that his account is not set up on autopay or paperless billing. There is no additional charge for receiving a paper billing statement each month. The account in question is a postpaid account and does not require enrollment in autopay.
  As a courtesy, credit for the late fee has been applied and will appear on the next billing statement. Additionally, PDF copies of the two most recent billing statements have been sent via email.
  
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* ******

• Initial Complaint

  Date:06/09/2025

  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.

  two seperate times i have attempted to get brightspeed internet and both times i was guaranteed that my address was able to get service, the first time i waited 5 months and no service this time i have waited 2 months and they just told me they have to cancel the order! the fiber line is on the side of my building, i spoke to the tech when they put it up! coustomer service is a joke and can give no information or reason behind this! and of course you cant find a corporate number to call. i would like for someone in the ************* preferably from corporate to reach out to me to resolve this issue

  Business Response

  Date: 06/23/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/23/2025
  
  
  Re: ******* ******
  Complaint ID: ********
  Notice of Complaint Filed: 
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the delayed fiber install. The delay is due to additional work that is needed to make the service available at the location. Currently there is no etr. We will follow up with the customer once further information is available. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 06/23/2025

   
  I am rejecting this response because:
  Technicians from your company or contractors that you hired were at my building about a week ago and finished the install on the side of the building ************ is here and I have not heard from you or received any communication on rescheduling installation

  Business Response

  Date: 06/27/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/27/2025
  
  
  Re: ******* ******
  Complaint ID: ********
  Notice of Complaint Filed: 
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the delayed fiber install. I am waiting confirmation on the status of the work at this location. Once I hear back from our engineering team I will follow up with the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/08/2025

  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 has cut off my landline service without my consent and failed so miserably. Every phone call to customer service, ************, takes up to 1 hr 15. The ***resentatives are very polite: "I'm sorry for the wait", "Thank you for your patience", "I'm sorry for your inconvenience",etc., but problems don't get solved. In February I inquired about the cost of long distance, local calls, and wifi, because the service is expensive and the wifi was very slow. After 45 minutes, the *** discontinued my wifi, long distance, and caller ID without my consent. I was not able to restore these. I tried to transfer the landline number to a Tracfone, with unlimited calling for a year for almost $200, the goal being to transition all callers from the land line to my cell phone number. Between Brightspeed and Tracfone, it never was accomplished...same thing, long waits with polite ***s who keep transferring you to someone else who doesn't help. I got so many instructions on how to make the transfer and each time it was something new. And often the phone call was disconnected. Initially in the middle of a Brightspeed phone call to make the transition, my local landline was completely cut off. I was told it had to be restored to transfer it to tracfone, but setting up a new account with my old number didn't work out either. From March 3/24 to May 9, I made 27 calls to Brightspeed and Tracfone totaling more than 9 hours, which doesn't count the calls to Brightspeed before they disconnected my land line, at least 6 hours. We have missed calls from my mother-in- law's estate attorney, our accountant, tax p***arers, health care professionals, family, friends, and more. The $200 spent on the Tracfone can't be refunded. I received an 8x11 envelope 5/20 with 7 blank pages of Braille, a bill 5/21 with a credit of $1.01, an email 5/22 stating a monthly charge of $38.95, and another 8x11 envelope 5/20 with 6 blank pages of Braille??? I don't know anyone who reads Braille. Help!

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  
  Re: ****** Green 
  Complaint ID: ********
  Notice of Complaint Filed: June 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After careful review of the account, we have determined that the $200 is not a refundable amount due by Brightspeed per services were rendered by Brightspeed were terminated on April 4, 2025. The amount paid to Tracfone is not covered by Brightspeed.
  

  We appreciate ****** Green  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: The $200 we lost was only part of the problem. We got our third 8 x 11 account information envelope Saturday, 6 thick pages of Braille! What does it say? Our accounts should be closed and no money due.  The customer service is horrible, but that's in the past. We would like an explanation of the Braille letters. Thank you. 

  Business Response

  Date: 06/28/2025

  June 28, 2025
  
  
  Re:****** Green 
  Complaint ID ********
  Notice of Complaint Filed: June 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have reviewed the account and the bill received was a billing stating that the account has a zero balance. I would like to apologize for the glitch that sent you a braille bill. 
  

  Again, we appreciate ****** Green  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:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had cable repaired on April 14, 2025 by Brightspeed. Cable needs to be buried. Here it is June 07 2025. I have called, chatted and texted several times. Keep sending technicians and they said they do not bury cables. Talked to ****** on instant message. He keeps telling me he doing his best to get it done. My neighbor had his Spectrum worked on yesterday and they had his cable buried by noon today. When will i get my cable buried or do I need to go to Spectrum.

  Business Response

  Date: 06/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 20, 2025
  
  
  Re: ******* *********
  23439711
  Notice of Complaint Filed: June 7, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr.Henthornes buried line concerns. Following a thorough review of the ************************** confirmed that the buried line request was submitted in May and is in the planning stage. The contractors will be reaching out to Mr. ********* to provide a status update.
  
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  CC: ******* *********

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed is sending me bills for service that I don't have. I have called twice and they admit is an error and they tell me they will resolve the error, but they don't do that and I continue to receive ********* they tell me I am past due.I am afraid this will impact me negatively, and I can't reach a resolution with them.Please get them to stop this ************* old land line number was ************. This is the number they are billing. I no longer have service. I cancelled it in February. The cancellation number: **********

  Business Response

  Date: 06/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/20/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. Our IT team is working to correct this. I dont have an ETR. I will follow up with ***** ******* once its complete.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the 2nd time in a week, and the 4th time in a month that my service has gone down due to an issue on their end. But, I'm still paying for a full months of service.

  Business Response

  Date: 06/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/20/2025
  
  
  Re: ******* ********
  Complaint ID:  ********
  Notice of Complaint Filed: 6/07/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing credit. We have not been able to contact the customer to get details on the down time. We 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:06/07/2025

  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.

  Customer Name: **** ******** ***** Service Provider: Brightspeed Initial Outage: Saturday, May 31, 9:30 AM ********** Since: May 31, 2025 ************************** (as of June 7): 8 days ?We have no cellular telephone service at our home. No way to call 911. We rely on Brightspeed for both a land line phone and internet for WiFi ************ Timeline June 1 (Sunday)Case #CS03366176 opened with Brightspeed.Spoke with ****************** Time: Approximately 1 hour.June 3 (Tuesday)Case CS03366176 was closed by Brightspeed without resolution. Brightspeed cancelled appointment to fix an area outage unrelated to our initial outage. Repair to area outage did not resolve outage at our home. Had to reopen an appointment due to their cancellation. Spoke with ************ case #BS03396572 opened.Spoke with ********* (Supervisor).Phone Time: Approximately 2 hours.June 5 (Thursday)Technician appointment for June 6 was confirmed.June 6 (Friday)Spoke again with ********* (Supervisor) and with ****** (Manager).Tech appointment scheduled for June 6 was canceled by Brightspeed and rescheduled for June 11.Spent 1 hour on the phone with various supervisors trying to expedite the case.Was home from 8:00 AM to 5:00 PM waiting on technician who never arrived.June 7 (Saturday)Brightspeed canceled June 11 appointment citing a network outage that is unrelated to our issue.Called again at 11:10 AM and spoke to a supervisor to reopen the case and reschedule tech appointment.?Summary of ************** has been out since May 31 with no resolution as of June 7.Two separate cases opened, the first closed without a fix.Multiple hours spent on the phone:1 hour Sunday (June 1)2 hours Tuesday (June 3)1 hour Friday (June 6)Tech appointments canceled by Brightspeed with conflicting reasons and no technician dispatched to date.Brightspeed provided misleading updates and blamed unrelated network outages.

  Business Response

  Date: 06/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/20/2025
  
  
  Re: **** and ***** *****
  Complaint ID:  ********
  Notice of Complaint Filed: 6/07/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer has a repair ticket that is due to be completed by 7/03. We will follow up once that completes. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  *****
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 06/20/2025

   
  I am rejecting this response because: they have opened numerous cases for our situation dated back to May 31. They have also CLOSED our cases stating the outage would be fixed cancelling technician appointments made for June 6, June 9, June 12, and now booking us all the way out to July.  They have not made any effort to escalate our situation other than canceling our appointments and by that date, they will most likely cancel us again.  They need to make an effort and move our date to the upcoming week.  We have been without service for nearly a month with no sign of any resolution and many hours of continued fight to get anything done.

   

   

  
  

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  
  Re:**** Perry 
  Complaint ID ********
  Notice of Complaint Filed: May 2, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. There is currently a cable outage at the central office causing the outage at your location. We can assess adjustments to your account once the outage has been corrected. 
  

  Again, we appreciate **** Perry  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: 06/27/2025

   
  I am rejecting this response because it directly contradicts every conversation we've had with Brightspeed customer service. Below is a timeline summarizing this ongoing and unacceptable issue. We have been without phone or internet service since Saturday, May 31 at 9:30 AMwith no ability to call 911, no cellular service at home, and no Wi-Fi. We depend entirely on Brightspeed.
  Timeline of Service Failures:
  June 1: Case #CS03366176 opened. Appointment set for July 2.
  June 2: Appointment moved to July 9.
  June 3: Case closed without resolution. New case #BS03396572 opened. Spoke with multiple reps.
  June 6: Technician appointment canceled without notice. We waited all day.
  June 710: Multiple calls. Appointments repeatedly canceled due to unrelated network outages.
  June 1218: Continued calls, escalations, and hours on the phone. Appointments pushed to July 3. Supervisors offered a free monthnot acceptable for nearly a month without service.
  June 20: A serious safety incident occurred during ****** work on the PA Turnpike. Emergency calls were missed due to lack of service.
  June 2324: Received texts claiming service was restored. It was not. We confirmed appointment still set for July 3again, unacceptable.
  To date, six cases have been opened, canceled, or closed with no resolution. **** has missed work, our children have fallen behind in cyber school, and ****** safety-critical job has been impacted. Brightspeeds disorganized system, failure to escalate appropriately, and repeated false promises are inexcusable. We will pursue legal action if this is not corrected IMMEDIATELY.

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  
  Re: **** Perry 
  Complaint ID: ********
  Notice of Complaint Filed: May 2, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  A technician came out on 7/3/2025 and was able to identify the issues and make the necessary repair.
  

  We appreciate **** Perry  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:06/07/2025

  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.

  We have had land line phone service with Centurty Tel for 35 years without any issues. But since Brightspeed has taken ownership we have nothing but trouble.They have turned our WiFi off multiple times each month the past two years.They have sent techs out multiple times and while it gets fixed after numerous attempts eventually sometimes the next day it goes off again.Their explanations vary each time .My wife has spent an average of 1.5 hours on the phone with them 3 times a month.Every month they say we havent paid them. But our bank records always show that money was transferred on time. Its been off now since last weekend . They say its been restored and it hasnt.Were serviced by a 2 mile long corroding copper wire that the techs say is breaking down and needs replacement. Something Brightspeed wont be doing. We cant carry on our business and our cell service gets used up during the *** outage and no credits are given.The **** has found fraud and fined Brightspeed something like $50 million dollars for overcharging customers, many in *********Please contact them with our concerns. Thank you.****** *********

  Business Response

  Date: 06/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/17/2025
  
  
  Re: ****** *********
  Complaint ID: ********
  Notice of Complaint Filed: 6/07/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet. connection. We were able to correct an issue and restore the internet service. The customer confirmed the internet service is restored.  
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/07/2025

  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.

  Service went out -tech responded a week later did not have correct tools to fix issue; said he would move ticket to next day to be fixed -Brightspeed completed ticket without fixing and never came back - have had to call several times to customer service -was lied to stating a tech would show up, never did, -they finally sent a tech who ran a new line across a main roadway and my driveway. Didnt bury line. - cars have been driving over it for a week and now line is destroyed. The company never came out to bury. -I have called customer service several times with no resolution

  Business Response

  Date: 06/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/20/2025
  
  
  Re:***** *****
  Complaint ID:  ********
  Notice of Complaint Filed: 6/7/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the temp drop. Our field team buried the cable. The customer confirmed this is resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,

  *****

  Brightspeed Customer Advocacy

  Customer Answer

  Date: 06/21/2025

   
  I am rejecting this response because:

  Yes they burried the line. However the issues continue.  I am currently without internet and was told a tech would not be available for over a month. When I ask how to file a formal complaint with their company they do not have a process or are not willing to disclose it.  Managers at the business lie and I have yet to receive a credit for days without service.

  
  

  Business Response

  Date: 06/25/2025

  The rebuttal is about the internet service being out, not about the buried cable. A new complaint will need to be entered for the new issue.