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:07/20/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  1. Since June 15, 2025, I we have had erratic internet Brightspeed service with Mbps averaging 12 Mbps although Brightspeed is charging me for 40 Mbps. This causes TVs and computers to lock-up and our security system to be potentially unreliable should we have an emergency. I have called nine times and had service scheduled, but no one shows up to repair the problems. Occasionally, I get an automated telephone call saying service has been restored, but it has not. I was told by one Brightspeed customer service supervisor that most of the technicians have been reallocated to support fiber optic project which just a few technicians to make service calls.2. I have requested the nine times that our bill be credited for the periods that we have had unstable internet service. We have been told that it would be, it has not.3. I had previously leased a Brightspeed modem for our internet and telephone service. In March, 2025 we decided to purchase a recommended Brightspeed modem to replace the Brightspeed modem and returned the leased to Brightspeed's designated depot. We were told that the $17.99 monthly lease charge would be removed from our bill, but after nine telephone calls it has not been. They have credited us for four months of the $17.99, but I am still being charged each month. When I called the ninth time to have the $17.99 charge cancelled, I was told since I was under the old rates for telephone and internet, they could not cancel the charge unless I signed a document, that they e-mailed me while I was on the phone with them. After the phone call I noticed that they had increased my bill by $17.00 for new rates telephone and internet but did not cancel the $17.99 monthly lease charge. That was a terrible business practice to perform on an elderly person. I should have completely read the entire document before signing, but they were continuously talking to me on the telephone once the document was sent to me for signing.

  Business Response

  Date: 07/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 22, 2025
  
  
  Re: ****** ********
  23627776
  Notice of Complaint Filed: July 20, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********* repair concerns. Following a thorough review of the ************************** confirmed that a duplicate *** complaint has been filed by Mr. ******** with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to Mr. ******************************* apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ******* *.
  Brightspeed Customer Advocacy
  
  CC: ****** ********
  
  
  

  Customer Answer

  Date: 07/22/2025

   
  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 in regard to a previous complaint #******** on July 20, 2025 for erratic internet service and billing issues. Brightspeed responded to the BBB that they were addressing the complaint, however all that has occurred is a technician appointment was scheduled for August 21, 2025, and no one came or called that they were not coming. This is the 3rd time this has occurred; therefore, the issues are still pending and not been addressed with me by Brightspeed. I initially stated that their resolution is satisfactory to me based on taking Brightspeed's word, however they have not kept their word which has previously occurred on multiple occasions. No one from Brightspeed has contacted me in regard to resolving these pending issues, however they keep charging me each month.
  

  Business Response

  Date: 08/27/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 27, 2025
  
  
  Re: ****** ********
  23627776
  Notice of Complaint Filed: July 20, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********** repair concerns. Brightspeed regrets any issues experienced by ****** ********. Due to issues with resource availability, Mr.Whitsells repair ticket has been rescheduled to Septemner 3rd. Brightspeed will follow up to ensure the service issues are resolved and the customers account is credited accordingly
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ******* *.
  Brightspeed Customer Advocacy
  
  CC: ****** ********
  
  

  Customer Answer

  Date: 08/29/2025

   
  I am rejecting this response because: There is a lot of Brightspeed talk, but very little action. This is the 4th time since the issue developed on June 15, 2025, the appointment has been rescheduled. One appointment was kept weeks ago after Brightspeed rescheduled twice, however the issue was not resolved, and I was charged $149.00 for an in-home service call. Whenever the appointment has been rescheduled by Brightspeed I have to call in most of the time to get a new appointment. I have never rescheduled a Brighspeed scheduled appointment. Brightspeed does not have trouble charging me each month but has difficulty with providing good customer service. This is the worst customer service I have ever experienced by any company in 58 years. It should not take over 75 days to service a customer properly due to the "lack of resources"!
  
  

• Initial Complaint

  Date:07/20/2025

  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 Internet has not been working since 7/1/25. I have notified Bright speed since then and have not received a repair yet. I use my Internet for business purposes and am unable to work.

  Business Response

  Date: 08/01/2025

  August 1, 2025 
  
  Re:    Better Business Bureau (BBB)
             ********* *****
             Complaint ID: ********
             Notice of Complaint Filed: July 20 2025
  
  Dear ********* *****,  
  

  Thank you for reaching out to the Better Business Bureau regarding the internet outage you experienced.
  

  Repair ticket WOT2538947 was expedited, and upon review, we show that your internet service has been operational since July 28. We attempted to contact you by phone at **************; however, we were unable to leave a message as the Google Assistant indicated that the customer was unavailable to take the call at that time. A service credit in the amount of $74.00 has been submitted to your account today for the outage period from July 1 through July 28. This credit will appear on your August invoice.
  

  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

• Initial Complaint

  Date:07/18/2025

  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 telephone company is Brightspeed. ********************** went down 7/2/25. I contacted Brightspeed the same day and was told that service cannot be restored until 8/20/25. Seven weeks To repair a phone line is nuts.I still have to pay my monthly bill for no service.

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/01/2025
  
  
  Re: *** *******
  Complaint ID: ********
  Notice of Complaint Filed: 
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. The outage impacting the service has cleared but this did not resolve Mr. ******* problem. I have escalated a repair ticket. I will follow up with the customer once the repair is complete.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 08/01/2025

   
  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:07/18/2025

  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 is a landline phone company. I **** ****** have been using them since 1985. Over the last couple years Ive been having a problem with them sending out billing invoices. They sent me an invoice at the beginning of the month and it was for over $200. I sent them the full payment in and they cash the check. Then I got another small bill for$13.28 and it was due July 17, 2025 or they were going to shut the phone off. The bill was paid before July 17, 2025. They shut the phone off two weeks before July 17, 2025, which was their shut off date . Today is July 18, 2025 and I called them to confront them about what they had done. They stated that since the bill was not paid in full, which I did so and they cashed the check and then they added the $13.28 and then proceeded to shut the phone off before July 18, 2025, which they cashed the $13.38 that they were still going tocharge me $60 and not turn the phone on until I give them a credit card or a debit card number over the phone. I stated that I do not do this and that all the bills are to be paid by check. They refuse to turn my phone and I have been a faithful customer to them since 1985.

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  
  Re: **** Brewer 
  Complaint ID: ********
  Notice of Complaint Filed: July 18, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review of the account, I have determined that you will need to establish a new account and pay a deposit.
  

  We appreciate **** Brewer  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:07/18/2025

  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 spent weeks attempting to get my Brightspeed service repaired. After a 9-day wait, a tech no-call/no-showed on the scheduled repair date. I then got a cancellation notice the day of my reschedule, followed by being bounced to a Monday appointmentdespite this being their error. I was on the phone for 2.5 hours with a supervisor, mostly on silent hold, only to be told to "stay available" and that maybe someone would ******* total, Ive been lied to, misled, and ignored. I was told Id receive fiber (I never asked for this, I just inquired). I was told to buy a new router and that it would be plug-and-playno configuration needed. Later I was told my account was inactive, and that Id need to purchase ********* service (which I never consented to and came with a 100GB cap when I was told it would be unlimited). I was told Brightspeed no longer serviced my address, while I still have active Brightspeed internet.This is deceptive. I've been charged, transferred, rescheduled, and stonewalled. No tech has come. No resolution has been given. I was offered a small credit, which I declinedI dont want compensation, I want service.Ive filed with the *** and now Im asking for intervention. I expect Brightspeed to resolve this immediately, complete the repair, and stop the misinformation and service manipulation.

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/01/2025
  
  
  Re: ***** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service.  Our technician made repairs and restored the internet service. I have not been able to reach the customer to follow up. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/18/2025

  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 to contact Brightspeed almost monthly because the service they provide is always going out. I am supposed to get a text message when an outage in my area occurs and I receive nothing until I call in to see what the problem is, and then when I finally do get a test after I call the message usually gives a restoration date and time that has already passed and then no one knows why there is an outage or when it will actually be restored. All I get when when I call in is I'm sorry and I understand your frustration. I don't think they actually do because I have and pay for a lot of other streaming services and devices that I count on my internet for, for them to work and they say they will "reimburse" for days that my service is out but I have only seen that happen twice and it was for like $3 but that does not help with the other things I am paying for that they do not reimburse me for. It is just very frustrating that that is the only internet available at my home as of right now and I basically pay monthly for a service that never works!!!

  Business Response

  Date: 08/01/2025

  August 1, 2025 
  
  Re:    Better Business Bureau (BBB)
            ****** ****
            Complaint ID: ********
            Notice of Complaint Filed: July 18, 2025
  
  Dear ****** ****,  
  

  Thank you for contacting the Better Business Bureau regarding the internet outage you experienced.

  Upon review, we identified a prior service disruption (Outage ID: *********** that impacted your internet connectivity and affected overall traffic. In response, a service credit in the amount of $66.05 was applied to your account on July 29. This credit will appear on your invoice dated August 25. We appreciate your patience and understanding, and we remain committed to providing reliable service. The results of our investigation have been formally submitted to the Better Business Bureau within the required response period.
  

  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:07/18/2025

  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 installed their "service" in our neighborhood and their boring machine caused damage to our property. I have contacted them numerous times and they only respond by asking for my phone number (which I have provided three times). I have photos of the property before and after and of their boring machine on my property. They need to repair the damage they have done!

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/01/2025
  
  
  Re: **** *******
  Complaint ID: ********
  Notice of Complaint Filed: 7/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the damage claim. I left a voicemail and sent an email advising to contact our claims department. I provided the contact information. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/05/2025

   
  I am rejecting this response because:  After 27 days, 11 e-mails and providing the information they requested 7 times, I received one phone call and two e-mails providing a telephone number to call and file a claim.  All words, no action, just delaying tactics.  Still waiting for repair to the damage done in June.
  

  Business Response

  Date: 08/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/08/2025
  
  
  Re: **** *******
  Complaint ID: ********
  Notice of Complaint Filed: 7/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the damage claim. I left another voicemail and sent an email advising to contact our claims department. The claims have to be process through claims department. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 08/09/2025

   
  I am rejecting this response because: their only response is to provide a phone number to file a claim.  This has been done and it took them 27 days of e-mail correspondence before they even provided the claims phone number.  Just more delays.  The repairs need to be expedited.  

   

  
  

• Initial Complaint

  Date:07/18/2025

  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 am attempting to switch my landline phone number from Brightspeed that I had for almost 30 years to a cellular phone with ******** This started 6/13/25. My Brightspeed service was discontinued on 6/17/25. That was not enough time to allow for the phone number to be ported. On 6/27/25 a new account was opened in my name at Brightspeed to allow for this number to be ported. I was told it would take 3-5 business days for my original phone number to be activated. I made several phone calls from 7/2/25 through 7/8/25. On 7/10/25 my phone number was still not activated. A ticket was created, and I was told it would definitely be activated by 7/17/25. It was not and I called them again the evening of 7/17/25 and was told the department that needed to activate the number was gone for the day, but to call back today (7/18/25) in the morning and that they would get the phone number activated. I did this. I was told that the phone number was not active and it would take an additional 2 weeks up to a month. I have gotten nothing but disinformation from this company, each person I have spoken with has given me different information and they do not seem to care. I was a customer of theirs just shy of 30 years. I need this phone number to be activated so I can receive and make phone calls.

  Business Response

  Date: 07/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  July 28, 2025
  
  Re: Lane Larimore 
  ********
  Notice of Complaint Filed: July 18, 2025
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Lane Larimores concerns. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed by **** ******** with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to **** ********.
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  ***** *.
  Brightspeed Customer Advocacy
  
  CC: **** ********
  

• Initial Complaint

  Date:07/18/2025

  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 landline phone has been messed up for at least 4 months. It cuts me off 3 to 4 times during a short conversation. Its been reported several times and they give us a date a month away when they will have a technician here. Nobody ever shows up. They still charge me the same amount every month but never fix the problem. Its not just my phone, its everybody up and down our highway. Im an 85 years old woman who lives alone and need to be able to reach someone if I have an emergency. I have no cell service here, so I cant use a cellphone. I believe Brightspeed has had sufficient time to fix the problem or at least give me an explanation of why not. I dont know what else to do. At my age, I need to be able to contact someone if I have an emergency.

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/01/2025
  
  
  Re: **** **** *********
  Complaint ID: ********
  
  Notice of Complaint Filed: 7/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer has a repair ticket due 8/15. I have escalated this ticket to see if we can secure an earlier date. I will follow up with the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/20/2025

   
  I am rejecting this response because: See attached.
  
  

  Customer Answer

  Date: 08/20/2025

   
  I am rejecting this response because:
  
  

  Business Response

  Date: 08/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/21/2025
  
  
  Re: **** **** *********
  Complaint ID: ********
  
  Notice of Complaint Filed: 7/18/2025
  
  
  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 9/05. I am going to check for an earlier date. I will follow up with the customer once I get a response.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/18/2025

  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.

  The original account was in the name of ******* H. ***** who died on March 26, 2025. The account number was/is ************** is the sequence of events:On Saturday , June 28 two ***resentatives came and wanted to upgrade me to fiber internet. I told them that I needed to change the account to my name first because it was in ********* name and he had died. They said they could do that. I told them I wanted to keep my landline and not lose my number that I have had for 52 years. I agreed to upgrade, and scheduled it for July 14. On the the 14th, a technician named ***** ran the line across the yard and installed the internet equipment inside. The land line was working fine at that time, but as soon as she left it no longer worked. The internet worked fine until just after 9 PM on July 14. When I discovered that the land line no longer worked I called customer service who wanted to troubleshoot the phones and said that a technician could not come until the 28th, and stated if the technician had to come inside, I would be charged $140. I called the ***resentative, and left a voicemail. He called me and got customer service on the line with us. They wanted to speak to ******* after I had already informed customer service that he was deceased. They said they would change the old order to a new order to include my phone and port the old number over to my name. They scheduled the technician to come on July 15 between 8-12. On the morning of the 15th, I received a text that a technician was coming but never let me know when he was on the way. I texted the *** who checked into it and customer service called me.The *** contacted a technician and said that they had escalated it and I would receive a call and have access to the internet and phone within ***** hours. That was around noon on the 15th. On July 17, people came to bury the line, but did not bury, because services were not working yet.

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  Re: Better Business Bureau (BBB)
  ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: July 18, 2025
  
  Dear ***** *****,
  
  Thank you for contacting the Better Business Bureau regarding the phone outage you experienced.
  
  Following our review, we have confirmed that the phone number *************) is active and functioning properly, as verified during our recent phone call. Please note that your service is scheduled to transition to Fiber Voice on August 5 under your new account number: *********. We appreciate your patience and understanding throughout this process and remain committed to delivering reliable 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: 08/01/2025

   
  I am rejecting this response because: As I told the Brightspeed CAG representative when she called today, that when the line for the phone was restored it did not have Caller ID or Call Waiting which I had before.  She said that would be available when it was transferred over to the fiber line on August 5th.  I do not want to drop the case until it is transferred over and I see that it is working properly. I do believe they are working to get everything fixed and appreciate the efforts of the CAG.
  
  

  Business Response

  Date: 08/06/2025

  August 5, 2025
  
  
  Re:***** *****
  Complaint ID ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Per our records everything should be working properly with your phone service. If you are still having issues or questions, please let us know.
  

  Again, we appreciate ***** Blake  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: 08/06/2025

   
  I am rejecting this response because: The service to my old land line was cut off yesterday afternoon August 5th but the service to my new fiber line has not been connected as of this time. Therefore I have no phone service.  I have left a voicemail and sent an email to the *********************** today but have received no response.  I do not want this case closed until I have my phone service back.  They had promised to have it transferred over on August 5th.