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:12/09/2024

  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.

  I do not own what they say l owe and I have the proof they put this on my credit report they are trying to rip me off

  Business Response

  Date: 12/18/2024

  12/18/2024
  
  Re: **** ****
  Complaint ID: ********
  Notice of Complaint Filed: 12/09/2024
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing concern. We reviewed the account history and the balance that is owed is from previous months of non-payment going back to October 2023. (10/2023, 11/2023, 12/2023, 1/2024, 2/2024, 3/2024 months of unpaid invoices.)If the customer is able to provide proof of payment we can investigate and work to resolve the issue.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *.
  Brightspeed Customer Advocacy
  

• Initial Complaint

  Date:12/08/2024

  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.

  Im filing on behalf of my parents, ** and ***** ******. They are unable to receive long-distance calls on their landline. We have been communicating with bright speed for over two months now to have this corrected. After multiple service calls, the problem is still not corrected. They have stated it is a programming issue but no service has been restored. Our parents are elderly and it is critical that we be able to reach them. We have no other service providers in their area. Any help in this matter would be greatly appreciated.

  Business Response

  Date: 12/23/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 23, 2024
  
  
  Re: ***** ********
  22657572
  Notice of Complaint Filed: December 8, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding their phone service issues. Upon review, their number was ported over to ****************. We have started the process to port the number back to Brightspeed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ********

  Customer Answer

  Date: 12/24/2024

   
  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:12/07/2024

  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 sent out an independent subcontractor to install the line underground and when the installers did the work, they went under my driveway where there was a crack and while trenching for the lines it made my driveway crack in the middle and drop on both sides. I filed a claim with their company ******** and was constantly ignored for almost 2 months after the initial contact. I only heard back from them after telling them that I was going to escalate the claim if I didn't hear back from the representative. Approximately a week later, I received a letter denying my claim stating that the damage was already there when in fact, they made it way worse causing the concrete to collapse down almost 3". I am now having to file a claim in court for damages. The subcontractor also arrived prior to the contractor that was supposed to mark all of the underground utilities and completed the work before he had located them and stated that it was a good thing that they didn't hit my water line or other lines that were close by.

  Business Response

  Date: 12/13/2024

  December 13, 2024
  
  Dear **** *******,
  
  I appreciate the opportunity to review the complaint that you submitted on December 7, 2024, regarding the damages claim to your driveway.
  
  Your damage claim has been forwarded to our claims company,Sedgwick, for review. ******** has assessed the claim.  According to our claims office, the claim was denied due to pre-existing damage to the driveway. Our photographs from early October also confirm this existing damage, which is why the claim was not approved.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer Answer

  Date: 12/13/2024

   
  I am rejecting this response because: your workers caused additional damage to my driveway and should have known better than to trench under concrete that was already cracked. The damaged area has settled more and it would not have happened if they had not done what they did. I acknowledged that there was previous damage, BUT AGAIN.....IT IS WORSE NOW BECAUSE OF WHAT YOUR WORKERS DID. I'll be filing a claim in court against all parties involved with the proof that the damage is worse. 
  
  

  Business Response

  Date: 12/17/2024

  Mr. **** ******* filed a claim about some damages to a concrete driveway that he confirmed was already damaged.  He mentioned that the driveway had an existing crack and that after our contractors completed their work, it became worse.

  A claim was filed with our claims department and it was denied by them and our field personnel due to the existing damage.

  At this point, Mr. ******* stated that he has filed a claim in court regarding the issue.  We are asking that this be closed as it will be addressed in court.

  
  Sincerely,

  ***** (****) U.

• Initial Complaint

  Date:12/06/2024

  Type:Sales and Advertising 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 the last month I have had 6 different appointments for a technician to come fix my Internet and the technician never shows. I have had to cancel appointment have other people help take my kids to band from school so I can stay at home waiting on a technician that don't show. I have contacted customer service at least 20 times I have been in contact with escalation agent and still nothing has been done.

  Business Response

  Date: 12/17/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 17, 2024
  
  
  Re: ***** ******
  22651135
  Notice of Complaint Filed: December 6, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** internet service issues and missed appointments. Upon review, the previous repair tickets were canceled due to an area outage impacting her service. I advised her that her service is currently suspended due to non payment where her 12/3 payment was declined. Once the payment is made, the service will be restored within 1-2 hours. We also processed a refund for 2 months of service, which has been refunded back to the original payment method. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ******

• Initial Complaint

  Date:12/06/2024

  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 been out for 4 weeks. Spectrum put a line across my front yard and there is damage outside my home that needs repair. I had a scheduled appointment for repairs this past Monday December 2nd. I received confirmation text of appointment the day before and day of. I took off work for the appointment, no one came. I have gone through their complaint contact (email) and still have no resolution. I have been one month without internet and since I had a scheduled appointment that they missed I feel they should prioritize my case. Yesterday 12/5 I got an email from ********* who is handling my case saying my disconnection order was completed the day before. I still have no internet and have had no more communication to my questions as to why I still have no internet!I have heard that I will get reimbursed for days without internet if I contact them after repair is done. My bill is $45 a month.

  Business Response

  Date: 12/13/2024

  December 13, 2024
  
  Dear ****** ******,
  
  I appreciate the opportunity to review the complaint that you submitted on December 6, 2024, regarding the service issues.
  
  Once reviewed I found that due to an unfortunate system issue, I had to issue a new ticket and tried to escalate it to a sooner date but was not able to.  I also found that you have already issued an order to discontinue your service with us.  We sincerely regret seeing you go but understand your reasons.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **** *.
  Brightspeed - ***********************

  Customer Answer

  Date: 12/13/2024

   
  I am rejecting this response because:
  

  This is unacceptable and I no longer have any confidence in Brightspeed and their ability to meet customer needs in a reliable or timely manner even after going through the proper channels. 
  

  I have canceled my service with Brightspeed, I did not desire to go this route and exhausted every avenue to resolve this. Thirty four days without the internet, a scheduled appointment that was missed by Brightspeed, and no options to prioritize due to their dropping the ball left me no choice. 

  
  

  Business Response

  Date: 12/17/2024

  Brightspeed appreciates the opportunity to review the BBB complaint regarding the internet issue. The customer has since *************************** service because we were unable to secure an earlier date on the repair ticket. 

• Initial Complaint

  Date:12/06/2024

  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 infrastructure problem they refuse to fix. We have reported the problem and get no where.I run a home business and losing money. I have a elderly relative without landline that needs a phone access.

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  
  Re: ****** ****** on behalf of ***** *** Gupton 
        Complaint ID: ********
        Notice of Complaint Filed: December 6, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues. I had a constructive conversation with the customers son, who explained the issue in a clear and concise manner. I chatted with the dispatch department and got the repair rescheduled from 12/26 to 12/10. Mr. ****** will need to have someone at the location for the technician to be able to do the work between 8:00 a.m. and 5:00 p.m. Brightspeed would like to express our gratitude for his understanding and cooperation, and apologize for any inconvenience that may have been caused.
  

  We appreciate ****** ******, on behalf of ***** Ray ******, taking the time to contact the BBB to inform us about the matter. Your feedback is extremely valuable to us and we assure you that we are taking it seriously. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ****** ****** on behalf of ***** Ray ******
  

  
  

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the short version. There's a longer version with much more detail, but I only have ***** characters. ---Ive been dealing with Brightspeed regarding my internet issues, and its been a nightmare. On 11/27, I called to inquire about faster internet. After navigating a broken phone system, I was told they dont offer faster service, but a new modem could improve speed. I agreed to buy it for $200, even though my current modem was working fine. On 12/3, my internet stopped working. I hadnt received the new modem yet, but I needed internet for daily tasks. I contacted Brightspeed via live chat, as their phone system was still broken. The chat agents said they couldnt assist because of an open ticket for the new modem. I also reached out via social media and was told by **** on ******** that no technician could help until the new modem arrived. The modem arrived on 12/4, but it didnt work. After multiple calls and troubleshooting with tech support, they admitted the issue was likely with the phone line, not the modem. I was assured a technician would arrive the next morning, 12/5, at 8:23 AM. However, at 8:16 AM, I got a text saying my appointment was rescheduled to 12/10. Frustrated, I contacted support again and asked to speak with a supervisor. After long hold times and explaining my situation repeatedly, I was told 12/10 was the earliest they could send someone. I decided to remove my autopay information, but the website was broken. I finally managed to do so by phone. Through social media, **** connected me with ******* from the ************ Advocacy Team. It took an hour just to schedule a call for 12/6 at 10 AM. Now Im waiting on that call, still without internet, after days of frustration, miscommunication, and delays.

  Business Response

  Date: 12/17/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 17, 2024
  
  
  Re: ****** *****
  22649643
  Notice of Complaint Filed: December 6, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding her chronic internet service issues. Upon review, we completed the repair ticket on 12/7, which restored the service. She was still having trouble with slow speeds, so we scheduled a repair ticket for 12/13. Ms. ***** canceled her Brightspeed service on 12/13 because her new provider was installed. We have issued a service outage credit on the account and there is nothing else due to Brightspeed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** *****

• Initial Complaint

  Date:12/05/2024

  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 applied for a change of number and unlisted because I have been getting spam calls that ended in identity theft I live alone and far from town. I have nothing but a land line phone for emergency I have been calling, chatting and emailing brightspeed customer service for 5 days now to change my number. They finally changed it and disconnected my old number but still unable to have service from my new number. It has been 5 days now and still waiting for a phone number to work. I am unable to make or receive calls. My kids are frantic and worried if something happens to me. They said theyre due brightspeed I am asking for immediate service and compensation for having to wait so long for an active line.

  Business Response

  Date: 12/12/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 12, 2024
  
  
  Re: ****** Torkelson 
  22648089
  Notice of Complaint Filed: December 5, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding his phone service outage. When attempting to change his phone number due to telemarketers, his phone service went out. Upon further research, we scheduled a repair ticket for 12/6, and the tech determined the new phone number assigned Mr. ********* was a ported number. The tech gave him another new number and did a test call and confirmed the service was restored. I called him to follow up on 12/12 and he confirmed everything was working.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** Torkelson 

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service 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.

  Between months of August and September ......This is a wifi utility. Formerly ************ we pre paid for service.I attempted to discontinue service in the month of August.There was much conflict with emails , phone concerning discontinuing .service I finally ended service coinciding with my payment .The confusion lack cooperation dud not allow me to get a prompt discontinue service. I am basing my complaint on my charges that was clearly not considering first dates I attempted to end service I could not reach them , but they could find me and have called me every day . Many in my community have endured the same problem. Iam asking for forgiveness amount owed, in consideration for the amount time I spent trying to cancel and them apparently wanting me to pay post paid which lacks clarity . The last bill they attempted to collect was around 70.

  Business Response

  Date: 12/05/2024

   December 5, 2024
  
  Dear ****** ****,
  
  I appreciate the opportunity to review the complaint that you submitted on December 5, 2024, regarding the disconnect request and final ********.
  
  Upon reviewing your account, I noted that the first contact requesting the disconnection of your account was received on September 16th.Additionally, there are account notes from August 21st indicating a request for a $15 loyalty credit. On December 4th, an agent issued a credit for a late fee,backdated account credits to the actual disconnection date of September 16th.The current remaining balance is due at your earliest convenience, as this amount reflects charges up to the date we received your disconnection request.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer Answer

  Date: 12/10/2024

   
  I am rejecting this response because:

  I checked my Brightspeed  balance over weekend .

  It is  55 dollars which would have been one months bill . I believe this is with reduction for late fees 

  There  remains gross   discrepancies in the time frame of attempted tries to cancel prior to the date Brightside actually canceling my service 

   My attempts to cancel( language barriers and lack communication between Brightspeed ** is no where near the time frame of online, phone and repeat attempts

  I am asking for for reduction half bill which is estimated $ 27.50

  Or pay the total of the bill over 3 months with no late charge

  This is more than fair. Much more than many Brightspeed customers are willing to do with their cancelations and payments .

  Thank you 

  ******.****

   

  
  

  Business Response

  Date: 12/10/2024

  December 10, 2024
  
  Dear ****** ****,
  
  Regarding your recent rejection, Ive had a chance to review the complaint once again, here are my findings for your review.
  
  I understand that you mentioned in your original complaint that you made several attempts to discontinue your services with us. However, as previously advised, our records indicate that you contacted us on August 21st to inquire about an account discount. The first recorded request to disconnect the service was on September 16th.
  
  Your normal billing cycle was from the 23rd of one month to the 22nd of the following month. Your account was *************************** on September 16th. The billing statement dated August 23rd charged you $67.02 for the period from August 23rd to September 22nd. Please note that a $14 loyalty credit expired on August 20th, 2024, which is why your monthly charge increased on your August 23rd billing statement. The current balance of $55.85 reflects a credit issued on October 4th for a late fee ($20) and the service fees from September 16th (the disconnection date) to September 22nd (the end of your billing cycle).
  
  As previously mentioned, the $55.85 is due at your earliest convenience. Thank you for your understanding.
  
  Sincerely,
  
  ***** (****) U.
  Brightspeed - Customer Advocacy Group
  

  Customer Answer

  Date: 12/11/2024

   
  I am rejecting this response because:
  

  Reply to ****** text this afternoon.

  These dates may indeed be correct based on one dept records.

  That does not include the failed attempts to discontinue service. The inability to keep communicating via email and phone prior to this date Language barriers were beyond being able to provide prompt customer service  

  I will pay ***** for 2 months with no more late fees to Brightspeed 

  If that is not approved I choose to end my communication with Brightspeed.  

  I find it amazing Brightspeed can respond so quickly to Better Business and no where to be found "promptly"to disconnect service

   

  ****** ****

  
  

  Business Response

  Date: 12/16/2024

  December 16, 2024
  
  Dear ****** ****,
  
  When you reach out to Brightspeed, your account is timestamped whether you speak to an agent or just call and go through the **** We have extensively reviewed your account history and unfortunately there was no contact made between the interaction on 8/27 when you inquired about an additional loyalty discount and when you disconnected your service on 9/16. 
  
  We bill a month in advance, so when you make your payment on the due date, it is for the previous month of service you have already used. Your account was not a prepaid account, it was a postpaid account. Your normal billing cycle was from the 23rd of one month to the 22nd of the following month. Your account was *************************** on September 16th. The billing statement dated August 23rd charged you $67.02 for the period from August 23rd to September 22nd. Please note that a $14 loyalty credit expired on August 20th, 2024, which is why your monthly charge increased on your August 23rd billing statement. The current balance of $55.85 reflects a credit issued on October 4th for a late fee ($20) and the service fees from September 16th (the disconnection date) to September 22nd (the end of your billing cycle).
  
  As previously mentioned, the $55.85 is due at your earliest convenience. Thank you for your understanding.
  
  Sincerely,
  
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been told 5 times that a ********** was coming to my house to fix wifi. But, they have not shown up. Each time had appointment. Also, i told them what was wrong from the very first ********** that came a month ago that another company that is putting down internet service hit my line and it needed to be repaired with the right ********** that had the equipment to do so. They did take my bill payment off for the month i have been without service. This has caused me time and money from traveling to my parents homes to use there wifi for school. Each time I have called they told me that someone will come and they dont. This started Oct 31st- present time. I told them I will be taking legal action against company. They are supposed to be coming today but i told the tech support that yalls trust has gone to 0% with me and I felt like they were lying to me again that someone is coming. Found out that my neighbors are having same issue and that they told them that it will not be fixed at all. My husband name is on the account but I have been the one who has called each time because I need it the most for my education.

  Business Response

  Date: 12/17/2024

  December 17, 2024
  
  
  Re: ******* Baca 
        Complaint ID: ********
        Notice of Complaint Filed: December 5, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  I reviewed your request and got with the dispatch escalation department and got your technician rescheduled for 12/19 between the hours of 8:00am and 5:00pm. Please have someone over the age of 18 at the home during this time frame so that any service may be completed at your home. We apologize for the time it has taken to rectify your concerns.
  

  We appreciate ******* Baca  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: ******* ****