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:07/18/2025

  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.
  
  

• 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 has not fixed my landline phone. This has been going on since June 21 & now they're saying they can't fix it until July 31. I have called them 4 times & talked to 9 different representatives. Getting pretty old.

  Business Response

  Date: 08/01/2025

  
  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  August 1, 2025
  
  
  Re: **** ********
  Complaint ID: ********
  Notice of Complaint Filed: July 18, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint regarding the customer's phone service outage.
  

  Repair ticket WOT2382904 has been expedited; however, the earliest available service date is August 19, 2025. We remain committed to maintaining transparent communication with the customer and will continue to provide timely updates until the issue is fully resolved.
  

  We sincerely apologize for any inconvenience experienced and appreciate the customers patience as we work toward a lasting solution.
  
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: **** ********
  CC: Better Business Bureau

  Customer Answer

  Date: 08/01/2025

   
  I am rejecting this response because:
  We originally contacted Brightspeed about our landline repair on June 21st.  They have since given us repair dates of July 16th, July 17th, & July 31st. Didn't know about Aug 19th. Not a good definition of an expedited order, is it?

  Now, its going on 2 months since we first contacted Brightspeed.

   

   

   

   

   

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  Re:**** ********
  Complaint ID ********
  Notice of Complaint Filed: July 18, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. The soonest available date for a tech to service your location is set for 8/19. I am sorry that there has been such a long wait and credits can be applied to your account once service has been restored to account for the time the service has been down. 
  

  Again, we appreciate **** Robinson  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:
  They've promised to fix my landline 3 times & each time no one called & no one showed up. And to add insult to injury, they sent me a bill yesterday! Why should I be billed for a service I don't have? 

  Isn't this the 21st century?

  Business Response

  Date: 08/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 11, 2025
  
  
  Re: **** ********
  Complaint ID: ********
  Notice of Complaint Filed: July 18, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint regarding the customer's phone service outage and appreciates the opportunity to address their concerns.
  

  Repair ticket WOT2382904 has been expedited; however, the earliest available service appointment is scheduled for August 19, 2025. We remain committed to maintaining transparent and proactive communication with the customer and will continue to provide timely updates until the matter is fully resolved.
  

  In addition, we will ensure that the customer's billing is appropriately adjusted to reflect a credit for the period during which service was unavailable.

  We sincerely apologize for any inconvenience experienced and appreciate the customers patience as we work toward a lasting solution.
  
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  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.

  My home phone hasn't been working for two weeks and brightspeed cannot send a technician out until 8/19/25. A month away! I am elderly and live alone and use a ****** and oxygen. I need my home phone for emergencies. This is unacceptable!!

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 1, 2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: July 18, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint concerning the customers phone outage. Ticket ********** has been escalated and rescheduled for August 4, 2025. We remain committed to maintaining open communication with the customer and will continue to provide updates until the issue is fully resolved.
  

  We sincerely apologize for any inconvenience experienced and appreciate the customers patience as we work toward a lasting solution.
  
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  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 home internet has been out since Sunday, July 13, 2025. I called **************** at ****************** @************ & spoke with a representative for over 2 hours to attempt troubleshooting the problem with no resolution. I was told someone could come out on July 30th. I explained that I work from home & that was unacceptable. I needed it repaired immediately. I was then disconnected with no call back. I tried to do an online chat who said I needed to just keep my July 30th ************* there was nothing they could do. I received an email on Monday, July 14, 2025 with a satisfaction survey attached. I checked I was completely dissatisfied with the service & if they were not the only provider in my area, I would not have them. I then received a return email where they were escalating it to the tech team for quicker resolution. I asked for a replacement modem & sent them a picture of the bottom of mine which contained serial numbers & the information they required. I still have no resolution & no internet in my home. I live in a rural area & work from home. Currently, I am traveling 30 miles 1 way to work from a friends home in order to work. Please help.

  Business Response

  Date: 07/31/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/31/2025
  
  
  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 spoke with Mrs. ******** and she confirmed that the issue was resolved. 
  
  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 & yes, my internet was restored but it took 10 days & multiple calls, texts & emails to have this done. Poor customer service. 
  
  Thank you.

   

   

  
  

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We lost phone service to our residence on 7/16/25. I contacted Brightspeed and the earliest that they will come to repair it is 8/11/25. This is the second time that the repair time has been longer than 3 weeks.

  Business Response

  Date: 07/31/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/31/2025
  
  
  Re: *** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/17/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. We were able to move the repair date to 8/08. I will follow up with the customer after the repair is complete. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/31/2025

   
  I am rejecting this response because:
  We have been without a home phone since the 16 of July. The original repair date was the 19th of August over a month without phone service. Now its only 3 weeks without service, and Im supposed to be happy and satisfied?

   

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/01/2025
  
  
  Re: *** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/17/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The 8/08 due date is the earliest we have available. I will follow up after the repair completes. 
  
  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. 
  

  Customer Answer

  Date: 08/13/2025

   
  I am rejecting this response because:
  

  Im not quite sure how to respond/proceed with this situation. For a month Ive been waiting for the repair person to fix one of the basic essentials of my home, the telephone. 

      We have been told and reminded on numerous occasions that we must, not recommend or could you be home, no we must be home between 8am and 5pm. 

              Thursday night we are contacted and assured our repair is on track, Friday morning more of the same. All day, all day, and I mean all day we waited, someone must be home . 

               At 5:05 pm we get a text informing us that our repair person is on the scene and they will contact us when they are finished, we may not see them at our residence, but they are on the job. 

       At 6:40 pm, over an hour and a half past normal business hours I sent a text asking for someone to contact us, I want someone to see the irony of this, I sent the text and immediately I get the response that my appointment window has ended, please give them time to find out what happened and they will get back in contact with me. 

  
  

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/15/2025
  
  
  Re: *** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/17/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. On the repair due date it was determined that there was a cable cut. This was referred to a cable repair team. The repairs completed on 8/11. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  

  Customer Answer

  Date: 08/16/2025

   
  I am rejecting this response because:
  Today is the 16th of August and still no phone service. Someone is telling stories.

  *** Williams 

  Business Response

  Date: 08/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/21/2025
  
  
  Re: *** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/17/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. I have placed a repair ticket and it is due 8/27. I advised the customer.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:07/17/2025

  Type:Billing 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.

  Refuse to stop harassing us by knocking on the door trying to sell their crappy iinternet. We've told them no at least 20 times in one year, and they keep showing up. Have REPEATEDLY told them to remove our address from their company. This is unwanted spam, harassment and apparently company is to ignorant to understand a simple 2 letter word. NO.

  Business Response

  Date: 07/31/2025

  July 31, 2025 
  
  Re:    Better Business Bureau (BBB)
            ***** ****
            Complaint ID: ********
            Notice of Complaint Filed: July 17, 2025
  
  Dear ***** ****,  
  

  Thank you for reaching out to the Better Business Bureau regarding your request to discontinue solicitations to your address. We have escalated the matter to our Door-to-********************* to ensure your removal from our contact list and prevent any future outreach. 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