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:07/22/2025

  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.

  At the beginning of summer, Brightspeed attempted to lay a cable in my yard in the middle of my garden on a walking path. I heard them outside and told them they could not do this and to leave immediately as they did not have my permission and were trespassing. After 30 minutes of arguing, they left. On about July 15th I came home to find they had entered my yard in the same place...in my garden on a walking path...and laid a cable. For one week I have been trying to contact Brightspeed. I have left at least 20 messages and not one has returned my call. I have called about 12 to 15 different numbers I have found on line to contact them, always leaving messages. No one has returned my call.

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  Re: Better Business Bureau (BBB)
  ***** ********
  Complaint ID: ********
  Notice of Complaint Filed: July 22,2025
  
  Dear ***** ********,
  
  Thank you for reaching out to the Better Business Bureau regarding the cable removal and property damage concerns. We have contacted you by phone and provided the Sedgwick claims office number1-833-365-3220 (Option 1 > Option 2 > Option 1)to initiate a new damage claim. The results of our investigation have been formally submitted to the Better Business Bureau within the required 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:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have been having terrible service for a while. On today July 22, 2025 i have no service. I contacted them and was hung up on three times. I finally asked for a manager and was told that due to them upgrading the system, there was no one for me to contact in billing to cancel my service. i am also having issues with taxes on my bill that are not in my service area.

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  
  Re: ***** Miller 
  Complaint ID: ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  Services were cancelled on 7/28 as per request of the customer.
  

  We appreciate ***** Miller  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: 08/08/2025

   
  I am rejecting this response because: Brightspeed was supplying very poor quality internet speed, 30 download and .007 upload and completely down for several days not being able to send any emails with attachments. When I tried to cancel, they said there was no one in that department for the rest of the week to help me and call back next week. I did that and they assured me I wouldn't be billed for the last week when no one could help me. Today, I got an email stating they were indeed billing me for the week I couldn't be helped. Also, Brightspeed has charged me for years (and alot of other customers) Innsbruck taxes when we are not in that area. Brightspeed said nothing can be done about that. I was hung up on numerous times trying to straighten out my poor quality internet and incorrect billing. 

  
  

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Re:***** Miller 
  Complaint ID ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have reviewed the account and credit adjustments have been made on your account and will be visible on the 8/25 billing date. 
  

  Again, we appreciate ***** Miller  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:07/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid over a thousand dollars and the wont fix down lines in our area, they say the equipment they provided isnt compatible even though the replacement they sent is the same equipment. They say its still not compatible.

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  Re: ******** Harris  
  Complaint ID: ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  A service tech is scheduled to be at your home on 8/13 and a credit will be posted to your account on your next billing cycle. 
  

  We appreciate ******** Harris   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: ******** Harris 
  

  
  

• Initial Complaint

  Date:07/22/2025

  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.

  Live in the mountains where there is no cellphone reception. Have landline phone/ internet thru brightspeed. Had a storm jul 16th, lost electric and phone. Still do not have landline/internet service. Called them and said it would be fixed. Received message was fixed Friday July 18th to unplug and plug back into reset. Still did not have phone/intermet. Opened a service ticket Monday July 21 st. Earliest anyone could get here was sep 18th. Said unacceptable, do you not understand if there is an emergency there is no way to call 911. Said nothing more they can do. Then that service ticket was canceled and another generated for sep 3rd. Then received message that canceled the second service ticket cause Im part of an outage where I was told previously that I was not part of an outage. Outage would be repaired by 12;15, July 22. Received message outage was repaired, unplug and plug into reset. Did that, still no phone. So they generated another ticket for Aug 6th. I keep telling them that its not just me, no one in our area has phone service and thats a real problem if someone needs to call 911. Still want me to wait for two plus weeks to have phone looked at who knows if it will be fixed then. I then called and talked to a supervisor (***** ******). He said they have to come to house, said again Aug 6th is unacceptable and told them again they need to check the box down the road a little from me since Im not the only one without phone. He said that is not the problem. I was on phone for 39 minutes and he cursed at me and hung up on me. So at this point I have no phone/no internet until Aug 6th. I have to drive close 10+miles to get cellphone reception if there would be an emergency. I also told them I will not pay a monthly bill for the timeframe I have no service. There just seem to be no concern that there is no service in our area where there is no cellphone reception. Im praying and hoping there is not a need for emergency services for anyone.

  Business Response

  Date: 08/04/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/04/2025
  
  
  Re:**** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/22/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. The outage that impacted the customer's services has been resolved. I was not able to reach 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
  
  

  Customer Answer

  Date: 08/06/2025

   
  I am rejecting this response because:

  The issue has not been resolved. We have internet but no land line phone. And the internet is extremely slow.  They havent been able to reach us cause the phone isnt working but they havent cell phone numbers and we have not gotten any phone calls.

  
  
  

  Business Response

  Date: 08/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/0/8/2025
  
  
  Re:**** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/22/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. The repair completed. I sent a message to the customer to verify that the issue was resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:07/22/2025

  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 dad is an ederly man living alone, and his phone calls keep dropping, now they have an outage and they are saying it won&#**;t be working until possibly by August 19th or maybe sooner, but they aren&#**;t sure. This is unacceptable. If my dad were to have emergency, he would not be able to call anyone.

  Business Response

  Date: 08/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/5/25
  
  
  Re: *******, ********
  23636706
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding delays in field resolution to reported issues. The current ticket was placed on 7/26 and has been dated out to 8/20.

  We are still working with our dispatch and field teams to get this escalated to work sooner than that extended due date. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/22/2025

  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 parents were trying to get a new modem and were told that their bill would go down if they moved their service from *** to Fiber and bundled their phone. The bill went up significantly and they lost their phone number and were assigned a phone number with an area code in the next county over. I called and was told that the number could be ported over, however, it would be faster if they had a change of service and increased their Mbs and then cancelled it after the number was ported over in a couple of days. This was a lie. Found out from other people after the number was not changed back. Then was promised it would change back. It did not. I filed a complaint with the ***. In their response they told the credited the account and ported the number, in which they did not.

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  Re: ***** Herin 
  Complaint ID: ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  As per the account review there is a credit of $64 on the account. The port order is still pending on the account as well..
  

  We appreciate ***** Herin  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: 08/07/2025

   
  I am rejecting this response because: A simple phone porting that I was told would be completed no later than 8/4/2025 (5 days to complete a digital switch of a phone number) is still not completed.  Now their internet is shut off and marked as "pending installation," so they are now without any service.  I went to put in a new credit card as their bill is due on the 10th of every month and their card was expiring, and their is no bill and they have no internet service functioning at their house.  By all appearances they have acted in retaliation and in bad faith by disconnecting their internet service.
  

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  Re:***** Herin 
  Complaint ID ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have someone checking on the porting of the phone number and will get back to you on that soon as I get further information. I show that internet is working properly at the location with Wi-Fi connection.
  

  Again, we appreciate ***** Herin  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:07/22/2025

  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.

  Repair complaint against Brightspeed. Our business landline has been out of service since early July 17, 2025. First ***** contacted never started a repair ticket. Another ***** contacted two (2) days later. Now says repair will not be available until at least July 30. That lengthy delay is unacceptable for a business account. After speaking to neighbors, I realize we are not the only one affected.

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  Re: Better Business Bureau (BBB)
  ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear ***** *****,
  
  Thank you for contacting the Better Business Bureau regarding the phone service outage that began on July 17, 2025.
  
  Repair ticket WOT2535516 was expedited, and a technician completed the necessary repairs, which included addressing a damaged line caused by lightning, replacing the lightning protector at the Network Interface Device (NID), and confirming that service was restored to the jack.
  
  A credit of $36.83 has been applied to the account to cover the outage period from July 17 through July 30.
  
  We appreciate your patience and understanding, and we remain committed to providing dependable service. The findings of our investigation have been formally submitted to the
  Better Business Bureau within the required 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

  Customer Answer

  Date: 08/02/2025

   
  I am rejecting this response because:
  Although I appreciate the credit for days of no service, having a Business Account was supposed to ensure prompt repair service. It appears Brightspeed does not have the resources necessary to promptly complete repairs on their communication lines.  Using the word "expedited" is quite inaccurate. The appointment given for July 30 was the same given at the start. After I challenged the two week timeline, the escalation result stayed the same at July 30. I firmly believe Brightspeed should give a courtesy credit of an additional amount for a business being without a telephone when trying to conduct business with customers and vendors.

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  Re:***** *****
  Complaint ID ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear Kisis *****:
  

  Thank you for your follow-up. We sincerely apologize for the disruption in service and any inconvenience it caused to your business operations. We understand how important reliable telephone service is, especially for a business, and we regret that we did not meet your expectations regarding the timeliness of the repair.
  

  While we worked to escalate your issue internally, we acknowledge that the original repair date of July 30 ultimately did not change. The term "expedited" was used to indicate that your concern was prioritized within our available resources; however, we recognize how misaligned this may have felt with your experience and sincerely apologize for any confusion or frustration this caused.
  

  Regarding your request for additional courtesy credit, we appreciate your feedback and have submitted your concerns for further internal review. If additional adjustments are approved, they will be applied directly to your account and reflected on your next statement.
  

  We are committed to improving the customer experience and value your business. Should you have any further concerns, we remain available to assist
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 08/06/2025

   
  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.

  Based on the written statements regarding further internal review for possible additional compensation for loss of business telephone service, the credit for the outage and the clarification of the word "expedited,  I will trust that Brightspeed will handle this case appropriately.

  
  Thank you. 

  
  

• Initial Complaint

  Date:07/22/2025

  Type:Product 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.

  In February 2025. I set up with Brightspeed to get their internet service. They told me they would charge $60.00 to reserve the appointment for the install. That was fine with me, But they proceeded to charge me $170.00.I called right away to cancel service, If this is how they do business I do not want to deal with them.I was told a refund would be fine and should take a coupe of weeks.Its five months later and I still get the same response from them. I have called six times and its always someone will get with you within two weeks.****** *****

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  Re: ****** Chupp 
  Complaint ID: ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have gotten with the refund department and have had the refund processed. Please allow time for processing.
  

  We appreciate ****** Chupp  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: 08/05/2025

   
  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:07/21/2025

  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.

  One of the services I receive from Brightspeed is Caller ID on my landline. I am paying for this service, though I can't tell how much, as it is bundled with other services. For most of the calls I receive on my landline, the Caller ID information provided by Brightspeed to my phone is incorrect. This problem has been going on for years. Brightspeed needs to fix this problem and show the correct phone number that is calling me. Many of the phone numbers that incorrectly show on my phone are actually from the Brightspeed service area, while others are from all over the **. Brightspeed must know that some of these numbers are wrong, but they display them anyhow. In fact, if you call these numbers back, you find some of them are not even in service. My preference is that Brightspeed fixes their systems to display the accurate phone number of the caller. If they can't do that, they should refund the money they charge for the ****************** as it is patently broken. I have had hours and hours of conversations with their Customer Support people, who have no workable solutions to offer. Given that Brightspeed is making money off of a service that does not work as advertised, this would seem to be a ripe opportunity for a very large class action suit. What am I missing here?

  Business Response

  Date: 08/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/5/25
  
  
  Re:  *** ******
  23633170
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the reported issues with Caller ID.

  Unfortunately, we have searched through the account information provided and was not able to find a phone service under the account to review the caller ID settings.

  Could you please review and advise of an active phone number to review and test?
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 08/14/2025

   
  I am rejecting this response because:
  

  Brightspeed asked for a phone number - ************

  Is it possible for me to have a phone call with the person named in their response?

  Their response so far is unsatisfactory.

  Thank you for your help.

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

  
  

  Business Response

  Date: 08/15/2025

  We have received the following complaint. However, upon review, we found the information provided does not apply to the nature of the complaint and rebuttal. Unfortunately, this discrepancy prevents us from addressing the issue.

  • Fix the problem with the ********* service or refund all the customer money associated with this service to me and all their other landline customers. I would also welcome contact from their legal department to discuss this *******************

  Mr. ****** does not have any phone service on the account to support the ********* referenced in the complaint. The account information that was located is for Internet only services. 

  There is nothing more we can do to help this person regarding the complaint about ********* or services for phone services or features.

  Thank you for your understanding and cooperation

  Best regards,

   

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

• Initial Complaint

  Date:07/21/2025

  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 work from home and my internet goes out several times a week. I have tried to reach numerous times. I was told a tech would be out but never showed up. Its almost impossible to connect with someone to help or put in a repair ticket. Also about 7 mos ago the internet cable that connects down the rd in a rural area was ripped up. It now sits on the rd. A couple repair ppl came out to fix but still have not buried in the ground. This is unacceptable service.

  Business Response

  Date: 08/04/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/04/2025
  
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: 7/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. The customer has since *************************** service. There is nothing further we can do.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/04/2025

   
  I am rejecting this response because: You have done nothing to resolve the issue. The internet goes out several times a week and since the cable to runs on the ground hasn't been placed under the ground it goes out when it rains. There have been 2 tech come out but no one corrects the issue. The cable runs on the road for people to drive over. It's about a mile down the road. It was supposed to be buried 8 months ago. I want a refund for the 7 months I paid for unreliable service.
  

  Business Response

  Date: 08/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/08/2025
  
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: 7/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. There isnt anything we can do for the internet connection as that has been cancelled. The concern with the cable that is not buried I have escalated this to our field team to review. For the requested refund. I show four contacts over the last eight months. I am unable to justify 8 month refund based on those reports to us. I credited the last bill back to the account. It was $84.81.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy