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:12/04/2024

  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.

  disconnected the internet not the home phone, they disconnected the home phone and attempted to charge us a connection fee for the phone. they sent us a bill for the phone service which my wife had paid the week before for the phone and internet. when we called we were told not to worry about it we would receive the corrected bill at the end of the month. they changed account number and generated a separate bill with the amount for the new customer and the amount for the month. we called and they changed the due date for the bill. they told us we had a credit for ***** dollars and we have a statement that say's all changes were done on original account number. we now have to pay ****** which includes a late charge and 45 later on the phone we could not resolve the problem

  Business Response

  Date: 12/16/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 16, 2024
  
  
  Re: **** *******
  22640054
  Notice of Complaint Filed: December 4, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********* billing dispute. Upon further research, we reconnected his internet service that was disconnected in error, as well as issued a credit for the late fee as a courtesy.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: **** *******

• Initial Complaint

  Date:12/03/2024

  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 had phone and internet service restored. 2 weeks later I still have no internet service. My daughters have been calling to get the issue resolved. Every person they speak with tells us something different. We recently received an order number, they said my old modem is no longer communicating and needs to be replaced. I owned the old modem and will be purchasing the new one. The new modem has not arrived so we called to get an update using the order number we were provided. The tech we spoke with for an update said they didnt see that order. Then the tech said I would need to return the old modem after receiving the new modem to avoid charges. How can I be charged for an old modem that I purchased? I didnt lease it. I am very dissatisfied and am paying for a service that me and my family havent been able to use.

  Business Response

  Date: 12/06/2024

  December 6, 2024
  
  Dear Mr. ***** ****,
  
  I appreciate the opportunity to review the complaint that you submitted on December 3, 2024, regarding the service and equipment issues.
  
  Once researched, I found that a modem order was pending to arrive December 5th, and as confirmed by you on December 6th,the modem has been received and all is working. You have my direct email as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:12/03/2024

  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.

  We have been landline and internet customers of ****************** since it took over ***********, and were customers of *********** before that. In mid October of 2024 we began to experience difficulty with our internet service. We reported this and waited about two weeks for repair to be made. After repair was supposedly made we immediately began to experience internet problems again and waited about two more weeks for another repair to be made. Even after that second repair was said to be complete we immediately experienced internet service problems again. Repair was again promised in about two weeks with a technician to visit us today, December 3. We moved appointments and commitments on December 3 to be available for the technician today but have now been told (this morning) our meeting with the technician has been changed to December 6. We are not available on December 6. Repeated calls to the Brightspeed number and efforts to have productive chats have proven futile in terms of getting meaningful responses, obtaining dependable internet and securing prompt service when problems do arise.

  Business Response

  Date: 12/16/2024

  December 16, 2024
  
  
  Re: ******* Johnson 
        Complaint ID: ********
        Notice of Complaint Filed: December 3, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  A repair ticket was placed on the customers account. The technician came out and checked all the lines out to be good but found that the modem needed to be replaced. The technician replaced the modem and the issue was resolved. If you have any other issues, please let us know.
  

  We appreciate ******* Johnson  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: 12/18/2024

   
  I am rejecting this response because:
  

  Three things were requested.  These were 1. Contact from Brightspeed  2. Repair of the problem and 3. Adjustment of charges.  Contact was eventually made.  But the internet service continues to be unstable.  And we have not been advised of any specific adjustment of our bill to reflect the lack of or poor service over the last two months.  

  ******* and ***** *******

  Business Response

  Date: 12/20/2024

  December 20, 2024
  
  
  Re: ******* Johnson 
        Complaint ID ********
        Notice of Complaint Filed: December 3, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have reviewed your rebuttal and have removed your late fee on your billing. I have also credited your account for one month of service. It may take 1-2 billing cycles for the credit to apply to your account. If you have any further issues please let me know.
  

  Again, we appreciate ******* Johnson  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:12/02/2024

  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 called and canceled my service on Oct 8th. I was billed for the month of Oct. on the 3rd. My last day of service was on Oct 24th. I called on Oct 29th and arranged to send the modem back.I sent the modem back and it was recieved on Nov 7th. I was billed $50.00 on Nov 7th . I called on the 8th they said the billing was a mistake. I was told that they would send a refund by **** Baavetra. I waited 5 buisness days no refund. I called back again on the Nov 13th. I talked to **** xb05116 and they said it would be 5 days and it wasnt processed. I called back and talked to ******, **** xb***** they said i was getting a refund and it was in process. I called back on Nov 21st I asked about the refund I talked to Jam xb16632 and they said it would be processed by the 27th. I called again (still no refund...) on Dec 1st and talked to Iqueen and was told that the refund was already processed. I also recieved emails saying my payments were no going through on a different acct that was created by them??? I recieved 5 emails in Nov for a service i never sighned up for . Each time I have called i get told different things.... I have spoken to ****** xb13899, **** XB *****, Jam ***** ,**** xb05116, ***** IQueen and ******. I woud like my refund of $50.00

  Business Response

  Date: 12/17/2024

  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. Our finance team was able to issue the refund. I was waiting to confirm with the customer before I closed the case. I have not heard back from the customer yet.

  ****************** apologizes for any issues due to the experience and inconvenience.

  
  Sincerely,

  **** *.

• Initial Complaint

  Date:12/02/2024

  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 trying to get brightspeed internet service since 09/01/2024. I live in an HOA neighborhood that is contracted with only Brightspeed for internet service. The previous renter in this home before me had brightspeed internet. My address is part of the Legacy Program through century link Internet. I have called Brightspeed over 30+ times and have been on the phone with them for hours. One representative tells me they do not service my address, I request to speak with a supervisor. The supervisor, ***, tells me my address is serviceable. *** informed me he placed a ticket in for service in my area. He assured me he would call me back within 3-5 days. I was informed on 11/19/2024 that the ticket would be completed by the end of the week. It is now 12/2/2024, my ticket has been somehow discontinued and no one has called me back. I continue to call and nobody can assist me with getting service started. A new ticket gets created and cancelled by someone else when I call back a week later. This is absolutely unacceptable. These workers need to be held accountable. Someone needs to set up my internet service as I have been going on 4 months of trying to get service.

  Business Response

  Date: 12/09/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 9, 2024
  
  
  Re: ****** *******
  22628225
  Notice of Complaint Filed: December 2, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********* order issues. Upon further research, her address is a Quantum Fiber address and requires special handling by a designated team. I provided her the number to the Quantum Fiber support team who will be able to assist her further.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** *******

• Initial Complaint

  Date:12/02/2024

  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.

  This service bright spoed was supposed to come hook up **************** for me...this is been going on for about a month,,the first time no technician showed,the second time I set it up for a technician to come I had the wrong package they said,then finally yesterday a technician was supposed to come out again to hook it up,no one showed,got a email saying they could not complete due to no access,I live in a. Apartment,and no one came at all,my neighbor was home all day and we were sitting outside waiting for them.Its just a bad business and I'm tired of the lies ,,the owe me a deposit and will not give it to me plus they sent me a bill and never had service with them..

  Business Response

  Date: 12/12/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 12, 2024
  
  
  Re: ****** ******
  22614439
  Notice of Complaint Filed: November 27, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** deposit refund request. Upon review, the pending order was canceled. We refunded the security deposit back to the original payment method on 12/11, which usually takes about 3 business days depending on their bank.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  

  The company refunded me my deposit back but no one never called or came by to hook up Internet,so no I'm not ************ know I have no Internet,to work...as I do from home,this company is bad,,I would like it to be a complaint on the website due to the lack of communication,refunding, lies,I don't want anyone else to go thru this..then I will be satisfied,and keep in mind this was ongoing like for two months stating lies about hooking up Internet...thank you

   
  
  Thank you. 
  

• Initial Complaint

  Date:12/02/2024

  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.

  We currently pay for Brightspeed for our internet service. Our internet has been out since 11/26/24. There are 3 houses side by side that are completely without internet. I have called and reported and the closest date for repair was January 3rd. This is a huge concern due to the fact I live in a rural neighborhood. We have no options for internet except for brightspeed due to living in the country and having limited signal. In my home I am unable to have a phone conversation without being connected to wifi. This is a huge concern because I cannot make emergency phone calls clearly unless I am standing on the front porch. My family also depends on working from home and we cannot until the internet is fixed. This is affecting our income. Due to living in a rural area, we do not have local public agencies within a decent driving distance where it would be appropriate to work. I have called BrightSpeed numerous times in which they have told me nothing can be done as for the late repair date. I was hung up on multiple times when asked for answers. I was then given a date for December 26th for repair but they hung up and didn't schedule the earlier appointment. My in laws and my 80 year old blind grandmother are the other 2 without internet service directly next door. My grandmother and inlaws are homebound and do not leave the home often unless they are with someone. I am begging and asking for help because nothing is being done. We cannot switch providers because there are NO others or they cannot pull service due to us living in the *****. Please let me know if there is anything I can do to assist with this matter! Thank you for your time! ***** Beth *********

  Business Response

  Date: 12/16/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  12/16/2024
  
  
  Re: ***** Skoczylas 
  Complaint ID: ********
  Notice of Complaint Filed: 12/02/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the internet not working. Our technicians were able to make repairs that restored the service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising 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.

  Internet service went out on November 22; called technical support with no resolution; technician came out on November 25 and was unable to resolve the issue; he advised that someone at their central office would contact me as he thought the issue was on their end. No one could help me that week because all staff in that **** were out for the entire week. Called back on December 2 and no one had any clue that there was an issue with my internet. Two different people wanted to send the same tech back out. Finally said I'm cancelling unless you can get this fixed today. They then cancelled my service. I've asked for but not received a refund since they charged me for service during the week it was out. This was absolutely the most horrible customer service interaction I've had in a long, long time.

  Business Response

  Date: 12/16/2024

  December 16, 2024
  
  
  Re: ****** Wilmoth 
        Complaint ID: ********
        Notice of Complaint Filed: December 2, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I created a case to have our billing team look over your request for refund. The refund was confirmed for $69.00 and released on 12/2/2024 with confirmation code R-00026839. If you have any further issues please let me know.
  

  We appreciate ****** Wilmoth  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: 12/16/2024

   
  Better Business Bureau:
  
  While Im disappointed in the customer service and that long-awaited fiber internet was a bust, 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:12/01/2024

  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.

  I have had damaged telephone boxes outside my home for 5 years. Our internet service goes in and out of speeds with most of the time having slow speeds. I call and speak with multiple people and all of a sudden, its fixed. Give it a few more weeks again the problem arises. If this was someone in corporate, the boxes would have been fixed and problemed solved in a few days. If they would fix the eye sore on the corner of my property and fix the issues with my internet, I would be happy.

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  Dear ***** *****,
  
  I appreciate the opportunity to review the complaint that you submitted on December 1, 2024, regarding the pedestal and the service speeds.
  
  I reached out to our technical support team for review and customer contact.  I found that a repair dispatch was pending for December 3rd. Our technician was able to complete the dispatch and resolved the service issues.  Regarding the pedestal (box), a claim has been submitted for repairs.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer Answer

  Date: 12/04/2024

   
  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:12/01/2024

  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.

  Workers for the county (cable or gas) were digging in our neighborhood Tuesday, Nov. 26, and may have cut the phone line. A call for repair was made to Brightspeed and a repair ticket supposedly was submitted. As of today, Dec. 1, we received no repair or phone call to cell phone *************). We chatted online with Brightspeed on Dec. 1, and they said there was record of our outage. So another repair ticket was supposedly started with a repair date of Dec. 17. That is outrageous! We are seniors and have medical problems and in constant contact with medical care. All doctors have my phone number of ************, which has been on records over 50 years, and now no one can contact us.

  Business Response

  Date: 12/16/2024

  December 16, 2024
  
  
  Re: ******* Hollowell 
        Complaint ID: ********
        Notice of Complaint Filed: December 1, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  I received your complaint and escalated it to the repair department. There is a service technician scheduled to come out on 12/19 to your location to make repairs to your lines. Please have someone over the age of 18 available on that day from 8:00am to 5:00pm. .
  

  We appreciate ******* Hollowell  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: ******* *********