Complaints

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

• Initial Complaint

  Date:07/29/2025

  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.

  This is about BrightSpeed giving me the run around about porting over a number.. Ive been on the phone with them daily getting different answers daily, for over a month. They are bad. I want my old number ported over to my safelink track phone. I have a ticket number from safelink BrightSpeed #************* Safelink # ************* Thank you ****** ******** ************

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  Re: ****** Ridgeway 
  Complaint ID: ********
  Notice of Complaint Filed: July 29, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of porting issues.  After review, the number has to be active with Brightspeed in order to port to the number to the new provider. Please contact ************* to start the port process at ************.
  

  We appreciate ****** Ridgeway  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: 08/14/2025

   
  I am rejecting this response because:
  I tried with porting when the phone line was still hooked up.. they did not help me.. its a dead number .. just give it to me.. what is the big deal. This is ridiculous. My Mom does not live at her old residence anymore. She is in a nursing home.. I just want my familys number that we hav for 70 plus years.. cmon help me.. 2months now.. ***

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  Re:****** Ridgeway 
  Complaint ID ********
  Notice of Complaint Filed: July 29, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, the number has to be active with Brightspeed in order to port to the number to the new provider. It doesnt have to be at the same location but it has to be active. Please contact ************* to start the port process at ************.
  
  Again, we appreciate ****** Ridgeway  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: 08/19/2025

   
  I am rejecting this response because:
  Ok like I already said.. I tried to get it ported when it was still active.. they could not help me.. then I tried to go along with Bright speed after the number was not active and tried to have it become active.. they said they do not service my area. Ossian In. *****.. PLEASE, IN THE NAME OF ***** HELP ME TO PORT THIS NUMBER.. IT SHOULD NOT BE THIS DIFFICULT.. I JUST WANT MY FAMILIES OLD NUMBER.. REMINDER I TRIED PORTING THIS NUMBER WHEN IT WAS STILL ACTIVE.. YOUR BRIGHT SPEED AGENTS ARE FROM ANOTHER COUNTRY AND CAN NOT SPEAK FLUENT ENGLISH.. THIS PROBLEM IS ON YOU BRIGHT SPEED. YOU ARE THERE TO ASSIST ME. 

  Business Response

  Date: 08/24/2025

  August 24, 2025
  
  
  Re:****** Ridgeway 
  Complaint ID ********
  Notice of Complaint Filed: July 29, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, the number has to be active with Brightspeed in order to port to the number to the new provider.. Please contact ************* to start the port process at ************.
  
  Again, we appreciate ****** Ridgeway  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:07/29/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed an account with this company 3 years ago due to not being able to use it(i.e Spring of 2022). I had issues with the **** I would pay monthly to this business and decided to close my account. As of 07/25/2025 this business which i have not interacted with since 2022 is saying I owe an collection of $93 usd and put derogatory marks on my credit report. Let me remind you, I haven't interacted with this company since I paid off and close my account Spring 2022. A business that random comes up with charges on a 3 year closed account needs to be looked at more closely. Being sneaky isn't a business I would want to support and/or get service from.

  Business Response

  Date: 08/12/2025

  
  August 12, 2025
  
  
  Re: Carllisa Watkins 
  Complaint ID: ********
  Notice of Complaint Filed: July 29, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After further research, we have determined that the collectible balance of $93.71 was left on the account at time of closure and the account was just sent for write off.
  

  We appreciate Carllisa Watkins  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: 08/12/2025

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:07/28/2025

  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.

  Our home internet went out 07/26/2025. We contacted Brightspeed via phone. They confirmed the issue was on their end. The reported multiple customers in our area did not have service. They reported that the soonest date to have a technician out would be 08/19/2025. We protested as the date was more than three week away. As of 07/28/2025 service is still out and they are still reporting that tech wont be out any soon than the date in August 2025. This is clearly unacceptable. We feel taken advantage of based on the semi rural location we live in.

  Business Response

  Date: 08/11/2025

  BBB of ***************** and Western N.C.
  ************************************************************************************
  
  
  8/11/2025
  
  
  Re: ******* *********
  Complaint ID: ********
  Notice of Complaint Filed: 7/28/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. The customer has *************************** service. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/28/2025

  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 a landline phone, they are the company in charge of it. There has been loud static nonstop for 3 weeks and it cannot be used. No calls are coming in nor can be made.I complained on July 17 and they said they may not be able to fix it until maybe September.I don't know what kind of a business does this. It is likely due to a mouse nest in roadside post.

  Business Response

  Date: 08/10/2025

  BBB of **********************************
  **********************
  ******************
  
  
  8/10/25
  
  
  Re: ***** *******
  23666401
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an interruption to service and extended delay in resolution by our field team.

  The ticket was updated to be worked on 8/12/25. Unfortunately, due to an automation/AI system issue, Mrs. ********* ticket was cancelled in error. 

  The ticket has been reactivated by our IT team. Currently, it is due by 8/19. We will be trying to get this worked sooner still and credit applied for the entire issue. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 08/10/2025

   
  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.
  
  Thank you. 
  

  Customer Answer

  Date: 08/22/2025

   
  I am rejecting this response because:
  
  This is another ongoing complaint against bright speed. They were supposed to come and repair my phone line on Tuesday and they never showed up. Then they said they would come yesterday and did not. I sat here for 2 days and they knew no one was coming. No explanation whatsoever. This company is a joke. Now they say they'll end someone September 24. How is this possible that they can do business like this???

  Business Response

  Date: 08/27/2025

  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 last ticket was closed as part of an outage. I have admitted that this is a continued failure by our field representatives to communicate. The clearing of this outage also did not resolve the issues. We are working to get this worked sooner and will update as soon as we can get a solid new date.

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

• Initial Complaint

  Date:07/28/2025

  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 moved to an area with very few cell phone towers apparently after my husbands passing. I attempted to discover home home phone service landline, not Internet based as a backup. It has been the worst decision of my entire life. This company has failed to refund my money for a service they cannot provide, and not only that the representatives lie and tell you they will then they will continue to run your bank account even though you do not have service for the landline. Because they literally could not provide it and even if they could, at this point, I wouldnt want it. I am beyond this I have numbers confirmation numbers at this point for multiple employees. Ive gone so far as to taping them on my phone because the one Parti consentstate in my area and I dont care that they work in a foreign country. They replied and promised the problem would be resolved multiple times through different avenues that always ends up with me and its never resolved. Do not use this companyas a result of being in businesses most of my life I have probably used every kind of company on demand I had no idea who these people I never heard of them before and it turns out theyre changing into ***********. Maybe that will get better. I have no idea, but I still wantto use them. This has been a nightmare. These people are criminal crooked I can only imagine how many lives they affect because once they take your money, youcannot get it back. I know that a friend of mine just recently opened up a new location that was $2.5 million and he was talked into using and he completely regrets It if he hasnt written review on here then Im sure he will soon. Im sorry my hands are bad so Im having to talk to phone. It might not be as clear as it should be but these people all wanted to jail. The owners of ***** belong in jail. Maybe thats ********* selling it to *********** I have voice recordings. Id be happy to get on the news with this nonsense.

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  
  Re: ******* Audfemorte 
  Complaint ID: ********
  Notice of Complaint Filed: July 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I am working with the refund department on your refund. Please allow time for processing.
  

  We appreciate ******* Audfemorte  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: ******* Audfemorte

• Initial Complaint

  Date:07/28/2025

  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.

  Phone and internet stopped working on June 9th 2025. I called to report the outage and was told it would be July 24th when the service tech could come. They never came only a text saying they would be here on the next day. The next day got another text saying they will be here on July 27th. Another no show. When I call they are very hard to understand. Not good English. Couldn't get an answer why it's taking so long to get a service tech here.

  Business Response

  Date: 07/31/2025

  July 31, 2025
  
  Re: Better Business Bureau (BBB)
  **** ******
  Complaint ID: ********
  Notice of Complaint Filed: July 28, 2025
  
  Dear **** ******,
  
  Thank you for contacting the Better Business Bureau regarding your phone and internet outage since 6/9/25.
  
  Ticket WOT2316916 was expedited, and our technician completed repairs to the damaged pedestal. The line pair was restored and confirmed operational to the network interface device (NID). Phone and internet services have been successfully installed and verified with the customer. A credit of $10.69 for outage-related downtime has been applied and will appear on the August 2, 2025 invoice. Additionally, our findings have been formally submitted to the BBB repository within the designated response timeframe.
  
  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: **** ******
  CC: Better Business Bureau

• Initial Complaint

  Date:07/28/2025

  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.

  My Internet went out around 4:00 on 7/23/2025, I called to inquire of the problem, I worked with a ** *** and did some trouble shooting. The *** decided I need a ***air tech to come out and said dont freak out this is just a starting date (08/01/2025) once the order actually gets put into the system it will provide me with an updated day and time, I shared with the ** *** that I work from home so it was crutical that I get this ***air scheduled promptly, I cannot miss work for 9 days. At 10:30pm I received a txt msg stating this is the only time they had. I called back into ** the next morning and explained again that there had to be another way or a different resoluation ( I offered to pay for a new modem to be shipped to me, I was told no they could not do that) The ** *** stated she could have somone come on Friday 07/25/2025 inbetween 12-5 pm and they would have a modem on the truck so no need to ship one which would take 3-5 days. On Friday no one showed up and after receiving another txt msg asking if I wanted to keep my 08/01/2025 appt, I called to see where the tech was at, I was told there was nothing scheduled for Friday even after receiving the info via txt msg of the appt time. I requested a supervisor ID#: ******* and was advised to wait for another txt msg from the fullfillment center. I called today 07/28/2025 and was told yet again my ***air appt isnt until 08/01/2025. I will not have a job by then, one cannot just take 9 days off of work, nor can I afford to do that. I inquired as to why it is taking so long to get a ***air person out and I was told they are all upgrading to fiber internet! Which is leaving the current customers out of luck. Each person I speak with can only say sorry I understand, I do not think they do as they still have a job. There should be a SOP in place for instances like this to have a ***air tech available in a reasonable time frame.

  Business Response

  Date: 08/09/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/9/25
  
  
  Re: ***** ******
  23664008
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an interruption to the services and delay in field tech contact for resolution.

  The repair ticket was placed on 7/23/25 with a due date of 8/1/25. Unfortunately, we were not able to get an earlier time frame for resolution.

  Our field representative did make contact on 8/1 and reported that the modem was no longer functioning properly. 

  Multiple credits were applied by our *************** three credits applied on 7/12 and an additional credit applied on 7/25. 

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

  
  

  Customer Answer

  Date: 08/09/2025

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:07/28/2025

  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 July 15th my internet went down, but it was during a rain storm so thought it was temporary. It still wasn't working and after trying to reboot as told to do in the past it wouldn't come back on. On the 17th I called and spoke with 3 people for a total of ***** minutes. The first tech said she would have someone there between 8-12 on Friday the next day. I also explained that I also needed to find out why suddenly my laptop won't recognize the modem and/or password but my tablet does and explained that this had been an issue for over a year, but when I called before I was told I would have to talk to tech & told tech support closes at 5. I don't get off work until 6. She said that was incorrect & that they closed at 9. She said she would have to transfer me to someone else for. New ****** couldn't understand anything I was saying & said it was a tech problem. She put me on hold several times. I kept explaining the situation & told her internet was down too. She kept asking me what the screen said. I explained I can't access anything, internet is down, but when it started I explained it just said the address connect was wrong or the password was wrong. She repeated the same question at least 10x's. She transferred me back to tech & a 3rd ****** got on & just kept asking the same question. I hung up after almost 58 minutes. Next day still down. Called on 7-21 spoke to new ****** was told no tech order Had been placed & outage in area but would be fixed by 2:30 on the 22nd. Wasn't fixed. Called the 23rd asked for supervisor, I got "*****". Explained again. She said tech is open 24/7 so had been lied to. She said would do a ticket & put on hold, but she can't there's in outage in your area. It will be fixed by 12am on 7-24-25. I explained I wanted compensated for all the time I have3 had no service. She did say to reboot it & once working call with amount of days no service. I explained if not fixed I would be filing complaint. It's now the 28th and still not fixed.

  Business Response

  Date: 08/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/11/2025
  
  
  Re: ***** *********
  Complaint ID: ********
  Notice of Complaint Filed: 7/28/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. The customer has *************************** service. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 08/12/2025

   
  I am rejecting this response because: I want something stating that I do not owe them any additional money and that they will send me a shipping label to return their equipment which they said they would do. If they don't send the label I want to be able to just throw it away. I have it boxed and have been waiting for the label as they promised to send and never did. I would like them to provide a date at which time if I haven't received a shipping label they are aware and agree that I can dispose of their equipment. They can either mail me a shipping label or email one to my email ****************************************.
  
  

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/15/2025
  
  
  Re: ***** *********
  Complaint ID: ********
  Notice of Complaint Filed: 7/28/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. We do not mail shipping labels. The return labels have to be printed or QR codes can be created from our website. There is also no balance on the account. I emailed the customer to advise and provided the link to our site to get return instructions. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/28/2025

  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.

  Reagarding: Brightspeed Business phone disconnected without noticel Account#********* &7000002714*My business started in 1978 with **************** and I have been a customer for 47 years with the same phone number-many different ************ February 2025 I was told I needed to change my internet to fiber. My question was what about my phone. I was told I could still use my phone no problem. Internet was changed, it worked fine and the phone worked fine.The first of May I received four invoices from Brightspeed; two different accounts. Two were billing me for DSL and phone and two for Fiber.I tried for many days and hours; finally May 15 I talked to Guseave - ticket #CS03063757. He said he would take care of the problem and send me ah email explaining what had happened. I have never received that email.May 29, 2025 our phone was turned off. We are in **** in the boating business. We only a few good months April thru October. Losing our phone during that time greatly effects our income.We started calling May 29 and I have talked to at least 20 people. No one could get our phone back to working. Finally I was told to get my phone working I had to go to ************ but I could not get my number back that I have had for 47 years. I tried ring central. They said they would have to send me a box in two days to make my phones work or I needed to get an IP phone. Never got a box. Decided I was tired of going in circles..Finally June 16 I changed providers. We are still trying to get our phone number ************ ported to new provider. How can I get this done?. It is my understanding that when my internet was changed to fiber the installer should have installed a box for fiber phone. That was not done.I did receive a disconnect Notice May 19, 2025 for ************ my fax line which was disconnected in 2022. There are many billing errors which when I call they say just disregard the invoice. At one time that said they owed me $199.25 then I get an invoice saying they owe me $42.28. My concern is getting my number restored so it can be ported to my new provider.The last person I spoke with on June 19, 2025 was ****** Case #CS03610619. He said I would be getting an email in two to three days. Never got an email We have been using a cell phone ************ Brightspeed just seems to ignore my questions. I*just need the number ************ ported to my new provider. They say they heed more information. New provider says they sent all the ****************

  Business Response

  Date: 08/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/11/2025
  
  
  Re: ******** Boat Shop 
  Complaint ID: ********
  Notice of Complaint Filed: 7/28/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer advised they are wanting to port the number to another provider. I have escalated this to our order team. They are still working on this issue. I have requested a status update and I will follow up with the customer once I hear back. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/12/2025

   
  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.
  

   

  It was a battle for 11 weeks with many phone calls.   Am I satisfied with Brightspeed effort.?   NO   They should have never disconnected our phone without notice.  They would not reconnect, just a big runaround.   They would never give me a reason for the disconnection
  

  Thank you. 

  
  

• Initial Complaint

  Date:07/28/2025

  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.

  June 2025 ******* ********* burned down resulting in service outage in several counties. To date I cannot get any resolution on my account or even speak to anyone who is aware of this situation. Currently have no phone service and my account is pending ************************* even though payment is still being made.

  Business Response

  Date: 08/11/2025

  August 11, 2025 
   
  Re:    Better Business Bureau (BBB)
            ***** ****
            Complaint ID: ********
            Notice of Complaint Filed: July 28,2025
   
  Dear ***** ****,  
  
  Thank you for contacting the Better Business Bureau regarding your phone service outage.
  
  Upon review, we have confirmed that the central office serving your area in *******, ** was severely damaged by fire. As a temporary solution, Brightspeed is offering customers the option to install 4G phone-only service to restore connectivity.
  
  Our records indicate that order MO4100000554 was previously canceled, as you declined the phone-only option due to also having internet service with Brightspeed. We attempted to contact you and leave a voicemail explaining the available options; however, the call was disconnected during the recording.
  
  If you wish to proceed with adding 4G service to restore your phone line, please contact our billing department at **************.
  
  The findings of our investigation have been formally submitted to the Better Business Bureau within the required response timeframe. 
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
   
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
   
  CC: ***** ****
  CC: Better Business Bureau

  Customer Answer

  Date: 08/11/2025

   
  I am rejecting this response because:
  My issue is not resolved 

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  Re: Better Business Bureau (BBB)
  ***** ****
  Complaint ID / Rejection: ********
  Notice of Complaint Filed: July 28,2025
  
  Dear ***** ****,
  
  Thank you for contacting the Better Business Bureau regarding your phone service outage and for sharing your concerns about the unresolved issue.
  Following a thorough review, we have confirmed that the central office serving the *******, ** area sustained significant damage due to a fire. As a temporary measure, Brightspeed is offering customers the option to install 4G phone-only service to restore basic connectivity while repairs are underway. Unfortunately, internet service is currently unavailable during this interim period.
  
  If you wish to proceed with adding 4G service to restore your phone line, please contact our billing department at **************.
  
  The findings of our investigation have been formally submitted to the Better Business Bureau within the required response timeframe.
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** ****
  CC: Better Business Bureau