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:10/24/2024

  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.

  At least once or more times in a 2 to 6 month period of time they disconnect all internet services and communications they do this when installing new services for new construction additions. Why cant they give the community a heads up or a solid time frame for outages? We get they need to tie in new homes for service but there has to be a better way for all the extended outages and times.

  Business Response

  Date: 10/28/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  October 28, 2024
  
  
  Re: **** *****
  
  22469644
  Notice of Complaint Filed: October 24, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******* report of an internet outage. After reviewing the customer had been impacted by a network outage. This was not a planned event and has since been resolved. The technician repaired a network device.

  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** ****
  Brightspeed Customer Advocacy
  
  
  CC: **** *****
  

  
  

• Initial Complaint

  Date:10/24/2024

  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 was being cut off October 11th during the middle of my work day without reason. The account is up to date and current with payment. I lost a half day at work and the representative advised me that someone would be out to fix the issue on 10/12 between 8 am and 12 pm, the worker showed up at 1 pm. He advised he did not know what the problem was and wasn't sure where the internet was connected outside. He advised he could only provide a temporary fix. He ran a cable wire across 3 of my neighbors yards to connect me. When my neighbors cut their grass I will no longer have internet connection that I'm paying for. The wire has not been buried since 10/12/24 and is a hazard.

  Business Response

  Date: 10/30/2024

  October 30, 2024
  
  
  Re: ****** Finnell 
        Complaint ID: ********
        Notice of Complaint Filed: October 24, 2024
  
  Dear Kisis *****:
  

  Brightspeed appreciated the opportunity to review the details of your order correction issues.  I contacted the buried line supervisor, who stated that the line would be buried by 11/1. We understand the inconvenience this may have caused you and would like to sincerely apologize for it.
  

  We appreciate ****** ********* taking the time to contact the BBB to inform Brightspeed about the matter. We are committed to ensuring customer satisfaction and have taken steps to prevent similar issues in the future. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** *******

  Customer Answer

  Date: 10/31/2024

   
  I am rejecting this response because:I was without service for 2 days, then a line was run across 3 yards... for me to be without service in less than h an 2 weeks. I was without service 4 days and my job depends on this service. How is burying the line resolving the issue when you didn't know why the service was initially cut? It doesn't. Go back to the beginning and figure out why your loyal customer was ********************************* me how much time I missed from work.  And let me know how you will compensate me.
  
  

  Business Response

  Date: 11/04/2024

  November 4, 2024
  
  
  Re:  ****** Finnell 
         Complaint ID: ********
        Notice of Complaint Filed: October 24, 2024
  
  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the rebuttal details in the rejection complaint. Burying the line alleviates any further issues caused by the line's damage. We apologize for the problems that were caused, but the issue has been resolved, and the service is working properly. It's important to note that Brightspeed does not compensate for time spent contacting our call centers, loss of business, loss of imputed profits or revenues, etc. This is our company policy, and we want to ensure that you are aware of it.
  

  Brightspeed sincerely apologizes for any inconvenience caused by the experience. We understand that it can be frustrating when things don't go as planned, and we appreciate your patience and understanding as we worked to resolve the issue. 
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** *******
  

  
  

• Initial Complaint

  Date:10/23/2024

  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.

  Ordered new fiber *************** phone service. ( 10/21/24) Was not told I could not get incoming calls on my phone. When I called, they told me they would have a ticket sent to repair. They said they would correct it in 72 hrs. I checked later in the ********** never put a ticket in & now I have to wait until Nov.7th. If I request someone come before that they will charge me $99.00 for a house call for repair. They give me the excuse that my service is pending??? Also, Not sure this is possible because I can call out on land line told me service has been out in my area for a week... I need my incoming calls. Why is my service pending when they have it on line as complete?????? They said they needed my bank ******** told them they didn't have permission to withdraw from my account as I pay by phone.

  Business Response

  Date: 10/30/2024

  October 30, 2024
  
  Dear ***** ****,
  
  I appreciate the opportunity to review the complaint that you submitted on October 23, 2024, regarding the service order issues.
  
  I reached out to our back-office team for order/service review and customer contact as needed. Due to some system issues, an IT ticket was issued to resolve the order/service issues.  I also received an update on October 29th, where the port order was completed.  I was also advised that you contacted ******* to port your services to them. 
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:10/23/2024

  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.

  On 10/21/2024 I chatted online with a representative asking to have my landline disconnected. I was told that it would not affect my internet. It was confirmed by another chat the next day 10/22/24 with the same person that I would only have the landline phone disconnected. On 10/23/24 I was emailed a notice that both my landline and internet would be disconnected that day. I checked immediately and they were both disconnected. I no longer had internet. I spent 5 hours of 5 different chats and a phone call telling me that I would have internet reconnected in a few minutes or by the end of the day. Same day I contacted the business and my account has been cancelled. I no longer have any service. I asked to be ***************************** will take a week and they have to do a credit check. Even though I am totally paid up on my bill and I have to purchase a new modem. I have no other options as this is our only provider in my area. I was NEVER told I would look my account by disconnecting the land line. I was assured several that it would not affect my internet server. I will be charged for disconnection and reconnections fees for something I did not order. I will be without service for 8 days. Not any of it is my fault for making a request.

  Business Response

  Date: 11/05/2024

  November 5, 2024
  
  
  Re: *** Crogg 
       Complaint ID: ********
       Notice of Complaint Filed: October 23, 2024
  
  Dear Kisis *****:
  

  Brightspeed is grateful for your patience and understanding as we reviewed the details of your order correction issues. After a thorough review, I forwarded the matter to the appropriate department to add a new line of service to your account. This should have resolved the issue of no service. A credit for the disconnect fee has been added to your account, which should reflect in one to two billing cycles. We sincerely apologize for any inconvenience this may have caused you.
  
  We want to acknowledge *** ******* effort in contacting the BBB to inform Brightspeed about the matter. We understand that this was a significant step and we appreciate it. We sincerely apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocacy
  
  
  CC: *** *****

• Initial Complaint

  Date:10/23/2024

  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.

  It has been about a month now that I can call out on my landline phone but cannot receive incoming calls. I have reported this to the company multiple times. They continually try trouble shooting and sending out technicians. I continually keep telling them that my number was illegally ported. I tracked down the company who ported the number and they said that Bright Speed needs to call them ( ************************** and request the number to be ported back. They are all foreigners and seem like they can't comprehend that this would take care of the problem. My mom is 93 and needs her incoming calls returned to her number. I contacted the ************************* also. I dont know what to do at this point.

  Business Response

  Date: 11/07/2024

  November 7, 2024
  
  Dear ****** *****,
  
  I appreciate the opportunity to review the complaint that you submitted on October 23, 2024, regarding the landline service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that a back-office ticket was issued to resolve the service issues.  I received confirmation on November 7th that all has been resolved as advised by your daughter via a phone call.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer Answer

  Date: 11/07/2024

   
  I am rejecting this response because:After almost 30 years with the same telephone number, we were without access to incoming calls for a full month. My mom is 93 and not being able to call and check on her was a nightmare. Multiple attempts by Bright Speed to fix the problem was of no avail. Communication was very limited do to lack of knowledge on their behalf. I finally broke with no more patients and just decided the only possible way to get full service from BS was to change the telephone number completely. So I did and only now do we have full service. We were told that the telephone number was ported out. So if this ever happens to any one else I advise them to just change the number because some companies do not know how to handle this.
  
  

• Initial Complaint

  Date:10/21/2024

  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 have been experiencing issue for now a month i have made contact to the business every day for a resolution because i just keep getting the run around and different information about outages and none of it seems to be true its always a different story every day the company has given me, i pay 79$ a month for the 1gb Download and 1gb upload speed package i have speeds that are 1/10th of what i pay for and no one can tell me why they are saying its because i have too many devices ************************ to my network but that is not the case i have had zero issue with my devices up until a month ago, i have always gotten the speeds i have paid for and now I'm experiencing extremely slow speeds and getting even worse customer service! the website and app is buggy and broken all the time or as the company always tells me *under maintenance* keep in mind they have been saying its been under maintenance since i started the service over 6-7 months ago. i have gotten zero resolution and the company refuses to actually do something for their customers. Im very close to closing my account and changing providers.

  Business Response

  Date: 10/28/2024

  October 21, 2024
  
  Dear Mr. ***** *****,
  
  I appreciate the opportunity to review the complaint that you submitted on October 21, 2024, regarding recent service outages.
  
  I reached out to our technical support team for review and customer contact.  After some troubleshooting, no outage was found but a repair dispatch was issued for October 24th.  The technician completed the repair and noted of a dirty jumper cable which resolved the service issues.  Our technical support agent has been trying to contact via phone and email you since then to confirm all is well with no response. 
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:10/21/2024

  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 am writing to express my frustration and disappointment regarding the refund of $112 that I have been waiting for over 3 months. Despite calling more than 10 times and speaking with multiple supervisors, including one on Monday, October 14, 2024, who assured me that my refund check was mailed out, I have yet to receive it.Each time I have contacted their customer service team, I am either given conflicting information or told that the check is on its way, yet nothing has been resolved or received. I have been patient, but at this point, I feel as though I am being given the runaround and misled.After realizing that I was being overcharged for months and subsequently upgrading my service, I requested a credit for the overcharge. I was informed that instead of a credit to my account, I would be issued a refund via check. However, despite multiple follow-ups and assurances, I still have not received the refund.

  Business Response

  Date: 10/29/2024

  October 29, 2024
  
  
  Re: ******* Pritchett 
        Complaint ID: ********
        Notice of Complaint Filed: October 21, 2024
  
  Dear Kisis *****:
  

  Brightspeed appreciated the opportunity to review the details of your refund issues. After carefully researching your account, I sent it over to the refunds department. They released your refund on 10/22. You should receive your refund via postal mail within 7-10 business days, but depending on your local postal mail, it could take up to 30. We want to assure you that we have taken all necessary steps to expedite this process.
  

  We appreciate ******* *********** taking the time to contact the BBB to inform Brightspeed about the matter. We apologize for any issues caused by the experience and inconvenience, and we are grateful for your patience as we resolved this issue.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* *********
  

  
  

• Initial Complaint

  Date:10/21/2024

  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 am writing to file a formal complaint against Brightspeed Internet and ************* (**************************************************) regarding their lack of response and service resolution following the damage caused by ***** ******. Since September 27, 2024, my entire road, **************** in **************, *********, has been without phone or internet service due to the storm's devastation, which included fallen trees and flooding that ripped down phone lines. Additionally, the utility lines are hanging dangerously in the road, posing a safety hazard to the community.Despite the widespread damage, there has been no indication from Brightspeed that they plan to address these issues, nor has there been any effective communication about when the service will be restored. I understand that our road is not the only one affected, as ***** ****** caused significant damage across the county. However, when I contacted customer support to inquire about the outage, they were unaware that the entire road was offline, which demonstrates a concerning ******************** within the company.I am requesting the Better Business Bureaus assistance in resolving this issue and ensuring that Brightspeed takes immediate action to:******** or replace the damaged phone lines on Mining Town Road.2.Provide a clear timeline for when services will be restored.3.Improve their customer service and communication with affected residents.This situation has caused significant distress, and a swift resolution is necessary for both safety and functional reasons. I would appreciate any assistance you can provide in mediating this issue and holding Brightspeed accountable for their lack of service and communication.Thank you for your time and attention to this matter. I look forward to your response and any updates regarding my complaint.

  Business Response

  Date: 10/22/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  October 22, 2024
  
  
  Re: ****** ******
  22452032
  Notice of Complaint Filed: October 21, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************* outage due to the recent hurricane. Upon further research, their account was *************************** on 10/16/24 per customer request. They no longer have active service with Brightspeed and ported their number to another provider. Severe weather has affected Brightspeeds infrastructure, and we are working to repair the damage ASAP. We can only troubleshoot active accounts, and Ms. ****** no longer has Brightspeed service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******

• Initial Complaint

  Date:10/18/2024

  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 husband and I have been living with my father and taking care of him for the past 5 years in his home in ******, *******. When he passed away in December of 2023, we put his house on the market. The house sold and had a closing date of May 17, 2024. At the time we had **************** through Brightspeed. I canceled the service. Previously, my father had set up payments to Brightspeed in a flat amount of $132 monthly, no matter what the bill was. At the time the service was canceled there was a credit balance of $343.03. I have been trying since May to get this amount refunded. Every time Im told it will be 5 to 7 business days and I will have the check. It is now October and still no check.

  Business Response

  Date: 10/31/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  October 31, 2024
  
  
  Re: ***** ********
  22443177
  Notice of Complaint Filed: October 18, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding her father's refund check. Upon research, the refund check was released on 7/9/24 and mailed to the billing address on file.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ********

• Initial Complaint

  Date:10/18/2024

  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.

  Started calling the last of July to get internet services. Brightspeed has a wrong service address that does not match the new county 911 emergency addresses and do not seem to be able to update their system. Numerous calls to request change, started notation on 9/13, 9/20, 9/27, 10/2, 10/18 and each time told to call back in 3 to 5 business days. Nothing changed. I have spoke to a brightspeed service tech here in town, he pulled address up on his tablet, started internet is available, but the system still has service address wrong. He started he sent a ticket in for update, still nothing changed. On today's date, been on phone over 3 hours, been disconnected 3 times, call back and start the whole process over. The account name was also to have been updated, nothing changed. Brightspeed obviously does not care about their customers, as I have had a home phone for 50+ years. Odd they can find the address to send my bill, but not get me internet. So much for rural Missourians getting internet access.

  Business Response

  Date: 10/31/2024

  October 31, 2024
  
  
  Re: ****** Henderson 
        Complaint ID: ********
        Notice of Complaint Filed: October 18, 2024
  
  Dear Kisis *****:
  

  Brightspeed appreciated the opportunity to review the details of your order correction issues. After reviewing your account, we updated your address to ************************************. We are in the process of placing an internet order for you. There was a system issue, so a ticket had to be placed on the order. It may take a few days to resolve this, but we will contact you as soon as service can be rendered at your home. Brightspeed is sorry for any inconvenience that this may have caused you.
  

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

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** *********