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:07/14/2025

  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.

  NO phone service Since July8. 2025. We told phone would not be fixed until September *******.We are both 83 years old and in poor health and need our phone for ** and emergencies. We have a cell phone, but we live in the mountains and do not have good service

  Business Response

  Date: 07/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/28/2025
  
  
  Re:******* ******
  Complaint ***********
  Notice of Complaint Filed: 7/14/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the phone service and the repair due date. We were able to secure an earlier due date. The ticket is due to be completed 7/30/2025. The customer was advised.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are being stalked by Brightspeed sales *********** are coming to our house at 8pm at night on a Saturday night and refusing our requests to leave a card at the door and let us think about it. We had to shut to door in this person's face to get him to leave. This is unacceptable and aggressive sales tactics that could get a person hurt this late at night. I told one, a week ago, that I would think about it and he is texting me everyday now. This is in addition to the late night visit. Way overboard aggressive sales tactics that are unethical and should be illegal.

  Business Response

  Date: 07/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/18/25
  
  
  Re: ****** ******
  23596956
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the overly aggressive sales tactics and contacts by door to door representatives.

  We do apologize for that behavior and unwelcome approach. 

  I have escalated this to the manager of door to door to have your address removed from any continued contacts and review the representatives that made contact. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our 4 BUSINESS telephone lines have been out for 3 weeks.BrightSpeed continues to say they have no techs available.Billing was able to get one line up and promised to get remaining 3 lines running.However, nothing has *********** took a tech over a week to come out and then came out at 7:30pm, after our business was closed.Supposedly, he came out again but again after we were closed.Received email that our issue was fixed. IT IS NOT!No one at BrightSpeed seems to know what they are doing.Terrible customer ********** issue remains unresolved.

  Business Response

  Date: 07/28/2025

  July 28, 2025 
   
  Re:    Better Business Bureau (BBB)
            ***** ******
            Complaint ID: ********
            Notice of Complaint Filed: July 14, 2025
   
  Dear ***** ******,  
  
  Thank you for reaching out to the Better Business Bureau regarding the three-week phone service disruption.
  
  After review, the customer chose to switch to another provider for phone service. However, they experienced intermittent internet issues, which were addressed by rebuilding the connection. The drops in service were due to overloading the 30 Mbps connection with more than 12 devices. The customer plans to contact ******************* to move the internet service to a different phone line and explore options for increased internet speed and a new modem.
  
  We appreciate your time and the opportunity to resolve this matter. Please note that our findings have been formally submitted to the BBB repository 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:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** changed to Brightspeed and I have problems ever since. Every time I called or tried to access online, it was another issue. I finally just went ahead and cancelled the service, sent back the modem, etc. and never heard back! They have had incorrect info that I have been told has been changed/updated many time but apparently was not (i.e. service address state). I have called repeatedly since the cancellation for status and refund to no avail! Every time I call (as recent as today and they tell me my refund for the wrong amount will take ***** days- that is what they always say and I NEVER receive confirmation, email or ANY refund whatsoever), I elevate it to a manager and they make me promises for an email and refund and still no refund! They owe me a minimum $450 (see payments made in the attached screen shot from my bank). Please help me get my money back from them! Thank you!

  Business Response

  Date: 07/26/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  <Date>
  
  
  Re: ********* ******
  23595945
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a refund on the account that was promised.

  Our ****************** team has reopened the case for the refund under ticket number 503976966 to resolve.

  We are still waiting on the confirmation of this refund being issued. 

  Please do not close this case until that has been confirmed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/14/2025

  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 service does not work properly and the business is not doing anything to resolve my issues. We do not have good signal in the area that I live. If there is a bad storm, or an emergency, I will not be able to make contact with anyone due to the issue with my service.

  Business Response

  Date: 07/28/2025

  July 28, 2025 
  
  Re:    Better Business Bureau (BBB)
            **** ******
            Complaint ID: ********
            Notice of Complaint Filed: July 14, 2025
  
  Dear **** ******,  
  

  Thank you for contacting the Better Business Bureau regarding your intermittent phone service. Following our phone conversation, we confirmed that your 4G service has been operating reliably since its installation on June 10, 2025. Should you experience any issues in the future,please feel free to reach out to me. Im happy to assist. We appreciate your time and the opportunity to address your concerns. Please note that our findings have been formally submitted to the BBB repository 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:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of ****************** for landline telephone and internet service. In April 2025, I contacted the company to cancel the internet service ONLY because of persistent outages. On May 1, 2025, I discovered my telephone was also disconnected. I again contacted the company to have service restored but was informed that was not possible because of THE SYSTEM; I could, however, obtain new service ---with a deposit--- with a new number and I might be able to get the old number (which I had since 2004) when said number recycled through THE SYSTEM. After more than two months of speaking to and emails from various employees of the company and still without service, I gave up. I told the company that THE SYSTEM won, that I would not be a customer of theirs, and that I wanted the refund of credit in the old account. I was assured that said refund would be forthcoming in ***** days. This morning I received an email from the poor soul assigned by the company to address this issue that she had reached out to the appropriate persons regarding the refund. Be advised I had contacted the ************************************ about this matter weeks ago; I received a telephone call from some suit in Brightspeed in response to that complaint, but he blamed everything on THE SYSTEM.

  Business Response

  Date: 07/28/2025

  July 28, 2025
  
  
  Re: ****** Hansen 
  Complaint ID: ********
  Notice of Complaint Filed: July 14, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  A request for your refund was issued on 7/21. Once processed you should received the refund via postal mail within 7-10 days but could take up to 30 days depending on your local postal carrier .
  

  We appreciate ****** Hansen  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: 07/28/2025

   
  I am rejecting this response because:

   

  Sixty days?  From when?  Seeing as how the company has had use of my money for more than 60 days to date,  how about interest?  How about getting someone to write a check, put it in an envelope, address said envelope, place stamp on said envelope and mail it...yesterday. I am heartily sick of having to put up with this company's incompetence, whether in the call center on the subcontinent or the corporate offices in ***************  

  This matter will be resolved when the check clears.
  
  
  ****** ******
  
  

  Business Response

  Date: 08/01/2025

  August 1, 2025
  
  
  Re:****** Hansen 
  Complaint ID ********
  Notice of Complaint Filed: July 14, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. The timeframe given allows all processing and postal delivery time. It can be received much sooner than that. Please rest assured that the refund is on the way.
  

  Again, we appreciate ****** Hansen  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:07/13/2025

  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.

  Brightspeed has mishandled our payments from 05/03/2025 through 07/09/2025.The attached documents will show the following:1. A check written to Brightspeed on 05/03/2025 for $1039.93. They cashed it on 05/13/2025 for $690.93.2. 2 x ACH payments for $310.10 each on 06/23/2025 and 07/09/2025 (Total $620.20). Brightspeed says they never received them, however, both payments cleared our bank.3. Brightspeed has disconnected our internet service 07/09/2025 - 07/14/2025 (6 days), saying they need payment. We called them with a credit card on 07/11/2025 to cover the charges. They have not charged the card, and they have not reinstated our internet service.4. We are a business that is now unable to run our shipping software to process orders **** Worldship, SHIPPO, etc.). We've had numerous customer complaints asking where their orders are.

  Business Response

  Date: 07/25/2025

  
  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 25, 2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: July 13, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint concerning the customer's internet service and billing dispute.
  

  Multiple outreach attempts have been made via phone and email; however, we have been unable to establish contact with the customer at this time. We remain committed to resolving the matter and will continue efforts to engage with the customer.
  

  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:07/13/2025

  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.

  Recently my mother and I decided to cancel our account with ****************** and go with a different internet service provider. When we called to cancel our service, Brightspeed canceled my 90 year old grandmother's account instead (my mother has called on her behalf due to her age and understanding the accents of the customer service/technicians at *******************. When we realized my grandmother's account was canceled in error, we called Brightspeed (the same day). It was determined, by Brightspeed, that my grandmother's account was canceled in error. They told us that she could not be hooked back up until August 11th. I explained that my grandmother is 90 years old and medically compromised and that not having a phone for over a month was unacceptable. I was told that we had to create a new account for my grandmother and pay a $60 fee to do so. In the interest of getting her service back ASAP I paid this amount and attempted to have her service set up sooner. I have talked to SEVERAL representatives who told me that they would put her on priority and that her service would be restored the next day. The following day a technician never arrived; I called BS again and they told me there was an error on the account (which they also mistakenly put in the wrong name) and that no technician would be coming (this is after they insisted another (3rd) account be created so the name would be correct (I refused as I cannot afford another $60 payment). I was referred to specialists that sent me to voicemail, have talked to several more representatives who will not return calls. In the meantime my grandmother STILL does not have phone service (5 days now) which is worrisome as she is 90 years old, lives alone, and is medically compromised. She did nothing wrong, Brightspeed is the one who made the error and now she is without any means of communication she can understand.

  Business Response

  Date: 07/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/25/2025
  
  
  Re:**** ****
  Complaint ID: ********
  Notice of Complaint Filed: 7/13/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. I spoke with Mr. ***** He advised that they were able to restore the phone service. He advised they were planning to switch providers. I advised to reach out if they need further assistance. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/30/2025

   
  I am rejecting this response because:

  As responded by ****, we had spoken on the phone and I stated we would be moving to another company since the service that was "restored" began experiencing issues within 24 hours of it being "installed" (no internet for 13 days and phone lines being staticky).  **** told me to reach out to him / his office when we were ready to cancel service and to discuss refunds of monies that were spent in effort to restore service with Brightspeed as well as for my account reimbursement/prorated and that of my grandmother's whose original account was canceled in error.  

  I have reached out and left 3 voicemails (7/28; 7/29; 7/30) to **** / his office as well as sent a follow-up email (7/29), all of which have not been returned.  I had reached out to the primary Brightspeed number to cancel service, was hung up on when trying to connect with a representative, was on hold for over 30 minutes, and then was told the account could not be canceled due to a pending service/order (something along those lines).  

  To date, this issue is still not resolved.  

  
  

  Business Response

  Date: 08/04/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/04/2025
  
  
  Re:**** ****
  Complaint ID: ********
  Notice of Complaint Filed: 7/13/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. I spoke with Mr. ***** He advised that they were able to restore the phone service. He advised they were planning to switch providers. I returned a call to Mr. **** to assist with disconnecting service and discuss account credits. I was unable to reach the customer. 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: 08/08/2025

   
  I had received a call from Brightspeed on Monday, August 4th which I was unable to answer due to being in a meeting.  In the voicemail and in the response to BBB, it was stated another attempt would be made to reach out; this has not happened (4 days).  Due to past experiences of calling numerous times and leaving voicemails, I decided to wait for Brightspeed to reach back out to me. Since my previous communication, I was able to speak with a representative from Brightspeed, who allegedly canceled service.  When I inquired about refunds for the $60 I had paid as well as reimbursement for prorated costs for my personal account, I had to try and explain for over a half hour and was placed on hold numerous times.  Eventually, I was told that they would "credit" my account for the amounts.  When I explained that there could be no credit since I or my grandmother no longer had accounts, I was again placed on hold for over 10 minutes.  Finally, I was told I would receive $120 back but that it would take two months to be issued.  I have not yet had time to contact BS back to try and receive this refund faster as I know I will have to endure a long time of trying to explain the situation, etc. to several representatives as I always get transferred to someone that cannot help me. Since then, I received an email with a "bill" being due in September that is showing -$1.38 on the account.  I assume this to be a "credit" which is NOT what I was told when I called in about refunds.  I am extremely frustrated with the lack of care that this company has for me and this situation which again, was a erroneous error on *** end.  Since then I have wasted several hours on phone calls with BS as well as complete frustration of dealing with representatives that only read off scripts and cannot understand this particular situation.  I am rejecting the "solution" to this complaint as BS has yet to refund anything and seems to not care enough to respond unless it is prompted through BBB.

• Initial Complaint

  Date:07/13/2025

  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.

  In late April or early May, a Brightspeed contractor began installed some fiber lines in my front yard using a boring machine. This machine operated off & on in my yard for 3 days and leaked oil or hydraulic fluid on my lawn. The crew also dug an approximately 2 ft. X 3 ft. hole in my yard presumably to install a box, but refilled the hole and placed the box in my neighbor's yard. During the week of May 5-9, a crew came through the neighborhood and rehabbed my neighbor's yard but not mine. I was left with several open holes, rocks in my lawn and an oil stained area about 3 square feet in size. During the month of May there was an email exchange, often daily, between myself and "******" at ************************************************** He asked, and I provided, pictures of the damage. He offered a frequent apology, but no action resulted from any of these emails. He referred me the ************************* at ************. I called the number on 5/20/25 [@2123] and eventually was able to talk with "Cloe". She seemed helpful, gave me "Case #****BR5PD10003", collected my contact information, and told me I should be contacted "within a week or two". On June 2, 2025, I got a follow-up email from ****** stating, "We want to ensure that everything has been resolved properly before we proceed with closing this case", to which I replied, NOTHING has been done! On 6/11/25, I got a phone call from ******* ********, a claims adjustor with ********. I provided her with the history of my complaint. She asked for copies of the emails from ****** along with the pictures I sent him and she gave me claim #4A2506BLK98-0001. She followed with a brief email and I sent her everything I had. I never heard from her again. On 6/17, I heard from ****** with more apologies. On 6/19, "Arggie" a supervisor, got involved. I provided her with the history of the case and she provided my apologies. Between 6/19 and 7/11, there has been no less than 10 more emails with Arggie and still nothing!

  Business Response

  Date: 07/26/2025

  July 26, 2025
  
  
  Re: ***** Such 
  Complaint ID: ********
  Notice of Complaint Filed: July 13, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of damage claim issues.  I have contacted ******** on your behalf and am awaiting information on your claim. Once I receive the updated information I will contact you and update you.
  

  We appreciate ***** Such  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: ***** Such

  
  

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is the worst they do not give give service customer service gives the run around. Their equipment supposedly got messed up during a storm a year ago they said they are going to fix it and give credits since we do not get the speed of internet service we are paying for in any way shape or form its their fault not ours we have not gotten 1 credit the internet barely works they refuse to send anyone to actually fix it they sometimes come out mess with it for a minute and then its right back to going off constantly and randomly we cant use it we pay almost $70 a month for trash basically they just try to put us off the customer service is uninformed and uneducated they only know basics and cannot help yet they try to stop you from getting anyone to come out they barely speak English makes it even harder to deal with. They literally do not care they are giving terrible awful service as far as internet they dont even try to do better we have waited and waited for them to fix their end of the equipment and yet its not happening so it feels like they are scamming us as customers I just want what I pay for I want 25mbps I pay every month in time as I am auto pay so why cant I get my credits for all the time lost they have even given me confirmation numbers for said credits for my bill yet the same amount comes out each month and they still do not fix their internet issue. I cant use it most of the time we have to call them all the time to try to get it fixed and for whatever reason I cannot get another company out here so Brightspeed is taking advantage of that fact. I do not like this company its trash Ive dealt with them before at my in laws place and it was the same there and it was in a completely different area of ***** so seems a bit scammy to me all their customers complain of the same issues yet NOTHING is ever done about it on their end its not right. Thats why Im reporting them. I want the service to be what I pay for thats it.

  Business Response

  Date: 07/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 25, 2025
  
  
  Re: ******* *******
  Complaint ID: ********
  Notice of Complaint Filed: July 12, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint regarding the customer's ongoing internet service issues and requested outage credits.
  

  We have attempted to contact the customer multiple times via phone at ************** and email at ********************** however, resolution has not yet been achieved.
  

  Our team remains committed to maintaining open communication and actively monitoring the matter until a full resolution is reached.
  

  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