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:11/23/2024

  Type:Product 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.

  On 11/11/2024. I received an email from Brightspeed regarding the reward card that was promised when I started using their ultrafast fiber internet. The $200 prepaid ********** was claimed on 11/12. There was a total of four purchases made on the the card in the total amount $78.37 leaving a balance of $121.63. On 11/21, I attempted to make a purchase on ********** for a total amount of $112.87 and the card was declined. On 11/22, I called the customer service number of ************ to speak with a customer service agent to find out why the card was being declined. After going through the prompts given to speak with a live agent, the call was disconnected. I repeated this process a total of five times and I have still not been able to get this problem rectified causing me to cancel the order with **********

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  Dear **** ******,
  
  I appreciate the opportunity to review the complaint that you submitted on November 23, 2024, regarding the gift card balance.
  
  I sincerely apologize for any inconvenience.  Glad to hear that you did receive your gift card, not so much that there are some balance issues.  Brightspeed uses a third-party company named ******* to track and work on our gift card issues.  Brightspeed does not have access to your gift card information and more importantly purchases or balances.  We have tried calling Qualfon for our customers for certain issues, but they will not give us card information for security reasons and ask that the card owner contact them directly.  We ask that you contact card member services at ************** at your earliest convenience. Again, our apologies for the inconvenience.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer Answer

  Date: 11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and after contacting the phone number provided, the issue has been resolved.  
  
  Thank you, 

  **** ******

  
  

• Initial Complaint

  Date:11/23/2024

  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 phone has not been working since November 18th. I call and chat with Brightspeed and I get an estimated time it will be back on and it never happens. I was promised last night Nov 22nd by 9 PM. Again nothing. No one will say what is going on and there was and is absolutely no communication that this was going to happen or any updates. My house alarm does not work without my phone system. This is ridiculous and unacceptable. This company provides the absolute worst service I have ever experienced. The gal I chatted with last night said she credited my 5 days of the payment that is nice but I need my phone turned on. I do not feel safe without my alarm and if my home is robbed should I have my I insurance company go after Brightspeed for the damage and replacement of items? Very upset.

  Business Response

  Date: 12/13/2024

  December 13, 2024
  
  Dear ***** *******,
  
  I appreciate the opportunity to review the complaint that you submitted on November 23, 2024, regarding the landline issues.
  
  I was able to escalate the pending repair dispatch to December 11th but found that it was cancelled on the 9th.  Agent **** spoke with you on December 13th, and you confirmed that all is well and working. I will work on the credits for the service down time and email you in a closing email.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **** *.
  Brightspeed - ***********************

• Initial Complaint

  Date:11/22/2024

  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.

  Ordered service and the installation didn't happen. No communication from Brightspeed. After losing a day's pay waiting for the installation, I called the customer service department. They waived the installation fee but I had to call back for another install date. I had already waited 3 weeks. Brightspeed had me down for 20 December but I work then and didn't request that day. Finally the next installation date would be in January 25. They messed up and should have got me a much shorter installation date when I was scheduled to work.

  Business Response

  Date: 12/05/2024

  Mr. ******* reached out to us regarding the delays with their new service order installation that is currently pending for January 3^rd.  I reached out to our dispatch and field leadership looking for a sooner date but was advised that this unfortunately is the earliest date available due to field/construction issues.  I have also updated the customer but wanted to keep you in the loop as well.

• Initial Complaint

  Date:11/22/2024

  Type:Product 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.

  Called to cancel our internet service on Oct 21. Brightspeed claimed that there was an error with canceling the service, and that IT would need to work on it. No confirmation of this phone call was received from Brightspeed. We called back three days later, and Brightspeed said that they were still processing the internet cancellation.We received the monthly bill and it still showed internet service is active, and we were being billed for another month of internet service.We called back for a third time on Nov 22. We were again told that they were processing the cancellation. We again were not given any confirmation of the cancellation.Brightspeed claims that the internet service is in the process of being cancelled, but yet gives us no documentation confirming this.We were again told to wait some time for the process to go through because their system is causing errors.We just want to cancel our internet service, and Brightspeed is refusing to cancel it.

  Business Response

  Date: 12/02/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 2, 2024
  
  
  Re: **** *********
  22593451
  Notice of Complaint Filed: November 22, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. *********** internet cancellation request. Upon review, we received a system error when placing the disconnect order so we had to place a ticket. The disconnect order for the internet service was completed on 11/22. We issued a one month internet service outage credit on 11/22, which will be reflected on the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: **** *********

  Customer Answer

  Date: 12/02/2024

   
  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:11/22/2024

  Type:Customer Service 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 no local landline phone service since October 30, 2024. I have made several phone calls and scheduled several repair tickets to have the issue fixed. Brightspeed keeps assuring me that this problem will be fixed immediately. However, I still have no local landline phone service as of this date. I am being charged for a service that I am not receiving. Having no landline service affects my home security. My home security is dependent upon a working landline. I have dates and notes documenting this ongoing problem.

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  
  Re: **** Jenkins 
        Complaint ID: ********
        Notice of Complaint Filed: November 22, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues. A repair ticket was sent out on your past-due order, and it appears to be a cable issue in your area. Rest assured; someone will contact you about 4G phone service that will better service your area. Brightspeed is sorry for the inconvenience caused by repair issues and is committed to resolving this issue.
  

  We appreciate **** ********* taking the time to contact the BBB to inform us about the matter. We hear you and apologize for any issues caused by the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: **** *******
  

  
  

  Customer Answer

  Date: 12/04/2024

   
  I am rejecting this response because the response did not indicate any type of timeframe on when they would resolve this issue. I have been without local phone service since October 30, 2024. Something needs to be done immediately. My local landline is my main communications line for my home security system. Since I have no landline service, I have also been without home security since October 30, 2024. My husband was told by a Brightspeed supervisor yesterday that our local landline would be repaired no later than today. This has not happened. If I ever receive a resolution, I expect to be reimbursed for phone service not received and home security service payments made. 
  
  

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  
  Re:**** Jenkins 
       Complaint ID ********
      Notice of Complaint Filed: November 22, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. **************** should be contacting you within the next 7-10 days about the 4G service for phone service. Credits have already been applied to your account as a service credit guarantee and should reflect on your billing within one or two billing cycles.
  

  Again, we appreciate **** ********* taking the time to contact the BBB to inform us about the matter. We apologize for any issues caused by the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  
  CC: **** *******
  

  
  

  Customer Answer

  Date: 12/09/2024

   
  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:11/22/2024

  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.

  As a senior citizen, I find myself not as technologically adept as many younger individuals. I recently experienced poor cell coverage and was led to believe that obtaining Bright Speed internet would alleviate this issue. However, I regret to inform you that I did not experience any improvement in my cell phone signal. At my age, having a reliable means of communication for emergencies is of utmost importance to me. So I reached out to a friend for assistance in troubleshooting the problem, and together we contacted Brightspeed as it seemed the issue may be on their ****** my surprise, Brightspeed informed me that they could no longer provide me with service due to my equipment being outdated. This revelation came as a shock, as I had been charged for a service that could not be rendered for approximately 6 months to a ******* is disheartening that I did not receive any prior notice or communication from Brightspeed regarding the obsolescence of my equipment. The only correspondence I received was the regular billing statements, which were always paid promptly.I believe it is unfair for a company to take advantage of a customer's age in such a manner. I paid for a service in good faith and expected to receive it, especially considering the importance of reliable internet access for assistance in case of emergencies and for staying connected with my grandchildren. They worry about me especially with my cancer still being in ************ light of this situation, I kindly request that my bill be credited for the months during which Brightspeed was unable to provide service. I understand that my equipment, the Westell 1444, may be outdated, but I believe it is only fair that I receive compensation for the period when the service was not available.Thank you for your time in this matter.******** ******** Optional phone number **********

  Business Response

  Date: 12/05/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 5, 2024
  
  
  Re: ******** ********
  22591871
  Notice of Complaint Filed: November 22, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********** internet service issues. Upon review, her internet service has been connected and in sync for the last month with no outages. If she is having trouble with her modem we can send her a replacement which she can either lease monthly or purchase for a one time charge. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******** ********

• Initial Complaint

  Date:11/22/2024

  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 wanted to upgrade all users internet. It cost me an extra $15 per month to do so. Installer came 10/28/24 and installed. He didnt take the old equipment with him. Shorty after the upgrade my landline stopped working. After many calls to their customer service in the *********, there was still no resolution. Their only response was to tell me what I needed to do to fix the cables. I ***eatedly told them I wanted a technician to come out and correct. No one ever came out. No one ever called. The customer service **** kept transferring me around and I had to tell my story too many times. Ive not had landline service for almost four weeks. I contacted the *** who signed me up and he contacted Brightspeed to tell them to contact me but no one ever did. I called him yesterday and he was going to text them again. Today I found out they would not help him either and he suggested I get another internet service. This company should be shut down.

  Business Response

  Date: 12/04/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 4, 2024
  
  
  Re: ****** ******
  22591724
  Notice of Complaint Filed: November 22, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** phone service issues. Upon review, I was able to escalate the repair request and Brightspeed completed the central office repairs on 12/2, restoring the service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******

• Initial Complaint

  Date:11/22/2024

  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 contacted Bright Speed to get them to replace the telephone line from the house to the road because the last technician said it needed replaced. Every time it rains, there is no service! They came two days in a row said it was fixed and did nothing to replace the line. I am power of attorney for an 83-year-old woman that lives at the residence alone. Her address is ************************************************************. I need to be able to contact her at any time. And she needs to be able to get help if she needs it. I called November 20 and the 21st. I specifically told the **************** representatives on both days that the line needed to be replaced. I asked the representative on the 21st if the prior ticket had anything stating that the line needed replaced, and she said no. I specifically told her to put in the new ticket,The line needed replaced.The technician came today, November 21, and for the second day in a row, the line was not replaced. They are not doing their job at **************** informing the technician exactly what needs to be done.Ticket # ******* -November 20 Ticket # *******- November 21 Please help!Thank you

  Business Response

  Date: 12/06/2024

  December 6, 2024

  Complaint ID: ********

  Date Complaint Filed: 11/22/2024

  Hello Kisis *****,

  We appreciate the opportunity to review the complaint details about repair to the lines. I sent a note to the supervisor of the area, and he stated that there are no plans to lay new lines in the area. He did however state that we can place a ticket to have the customers lines looked at for any issues they may be having. We have a technician set up to come out on 12/17 to the customer's residence to assess the issues. We at Brightspeed apologize for any inconvenience that may have been caused due to the issues involved.

  Sincerely,

  ***** *.

  Brightspeed Customer Advocate

  Customer Answer

  Date: 12/07/2024

   
  I am rejecting this response because:
  A previous tech that looked at the line said it was in really bad shape.

  If they are going to put a bandaid on the line, and something happens that ***** needs help, and cant reach anyone they are in trouble.

  Phone is down when it rains. 
  If they are coming to check the line and they say it will hold upfine.

  If it doesnt,. Further action will be taken.

   

   

  Customer Answer

  Date: 12/07/2024

   
  I am rejecting this response because:
  A previous tech that looked at the line said it was in really bad shape.

  If they are going to put a bandaid on the line, and something happens that ***** needs help, and cant reach anyone they are in trouble.

  Phone is down when it rains. 
  If they are coming to check the line and they say it will hold upfine.

  If it doesnt,. Further action will be taken.

   

   

  Customer Answer

  Date: 12/07/2024

   
  I am rejecting this response because:
  A previous tech that looked at the line said it was in really bad shape.

  If they are going to put a bandaid on the line, and something happens that ***** needs help, and cant reach anyone they are in trouble.

  Phone is down when it rains. 
  If they are coming to check the line and they say it will hold upfine.

  If it doesnt,. Further action will be taken.

   

   

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  
  Re: ***** ****** on behalf of ***** Hutchinson 
        Complaint ID ********
        Notice of Complaint Filed: November 22, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, we have a technician scheduled to come out on 12/17 to check the service and make any necessary repairs. I am sure that all will be addressed.
  

  Again, we appreciate ***** ****** on behalf of ***** Hutchinson  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: ***** ****** on behalf of ***** **********
  

  
  

  Customer Answer

  Date: 12/09/2024

   
  I am rejecting this response because:
  I Used Carols phone 12/9

  It was  raining and the line was cracking.

  A bandaid is not going to fix this on going issue, that has been going on for years!!!
  The Line needs REPLACED
  Everytime it rains, this happens.

  She has to be able to get help if needed.

  This is her only line of communication!

   

   

• Initial Complaint

  Date:11/22/2024

  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 requested internet service in April 2023 from Brightspeed it is now November 2024, I still do not have service and I have been charged set up and monthly fees. I was only able to get through to support in a different country other than the **. I spent over 40 hours on the phone with them as they kept assuring me that they would send someone out to install - I received a different story every time and I spent 3 full days taking off work to wait for a tech to come out - I had to be at the property from 8 am to 6pm and only encountered one tech. At one of the assured visits that there was No tech, They assured me that the service had been installed and the started charging me - No tech showed up, there were No lines to the house, and I didn't even have the modem. They have charged me 2 set up fees of around $100/month and monthly payments of $66.05 (for 8 months). They canceled me after 8 months saying that my card was not good (I still have my same bank card and use it with no problem), I have asked to speak to a Manager that is located in the ** on numerous occasions and they have told me (every time) that is Not possible - they do not have access to that information and there is No contact or office in the **. I have tried to get my money back and they "Do Not" understand me. I desperately need the service at that location, and they Do service ability at that address. The neighbors on either side of me have service and one works from home and is an engineer for CAT - so I know his service works well. The tech that I did see at the property, said that all of the lines (adaptors) at the road were full. He told me to put in an order for them to install a new line with 8 new adaptors - But No One understands me I need internet and I need to be credited for both initial fees and my monthly charges.account ends in 2135 (I set it up over the phone)

  Business Response

  Date: 11/27/2024

  11/27/2024
  
  
  Re: *** ******
  Complaint ID: ********
  Notice of Complaint Filed: 11/22/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the account issue. Some of the payments dating back to 2023 were already refunded. What payments that had not been have now been refunded. The refunds can take several days to process back to the payment method. To establish the service again the customer will need to go to our website. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:11/22/2024

  Type:Product 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.

  On September 6, 2024 I accidentally sent my house payment of $1050 to my closed Brightspeed Account through an electronic check. I realized the mistake a few days later and called Brightspeed and they said that they would issue a refund check that I should receive within four weeks. I called again to follow up at the four week **** and was told that I would receive a call within 2 to 3 business days. I called again a week later and was told I would receive a call within 2 to 3 business days. This happened four times and no one from bright speed has ever called me. Ive been told that its not possible for me to speak to the department that will need to issue that refund. I need this money that actually belongs to me. It is not acceptable that bright speed is holding on to money that does not belong to them and will not speak with me about this. They have a legal obligation to return this money and they are not following through.

  Business Response

  Date: 12/04/2024

  12/04/2024
  
  
  Re: ******* ******
  Complaint ID: ********
  Notice of Complaint Filed: 11/22/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. Our customer care team issued a check. The check should be received within ***** days depending on the postal service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *.
  Brightspeed Customer Advocacy

  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.