ComplaintsforBrightspeed

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Initial Complaint
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My internet service goes in & out every 5-10 minutes. As of today I have called and complained to Brightspeed six times since August 19 (my first initial complaint call). Every time I call to complain about the same issue I have to go through all the troubleshooting steps and I end up being on the phone almost an hour. I was repeatedly told the system was upgrading and a technician could not be scheduled. I kept being told to call back the next day. Eventually, I was told since a technician could not be dispatched then I would be sent a new modem. I received it on August 26, 2024. About an hour after I set the modem up my service started going out about every 5-10 minutes. I called Brightspeed. The Brightspeed representative told me he ran some trouble shooting and upgraded the line. The service was stable while I was on the phone with him. About 30 minutes after I got off the phone with the Brightspeed representative, the service continued to go in and out about every 5-10 minutes. I called Brightspeed technical support again. Once again I was told a technician would have to come out and fix the line. Again I was told the system was down and I was unable to get an appointment. Again I was told to call back again today. I called Brightspeed again on August 27, 2024. The representative informed me that there were no technicians in my area and he could not schedule me an appointment. I asked to speak to a supervisor. Finally I was able to speak to a Brightspeed supervisor. Once again, he went through the same troubleshooting steps. Again I was told I was having a line issue and a technician would have to come to my home. Again I was told there was a problem getting a technician scheduled. Again the Brightspeed supervisor told me to call back. As of right now I have been on the phone with Brightspeed for 1:20:13. My problem is still not resolved. Brightspeed claims there's 0 technicians and I can't get an appointment to get my service fixed.
Business response
09/03/2024

September 3, 2024

Re: *****************************;
Complaint ID: ********
Notice of Complaint Filed: August 27, 2024

Dear ****************:
We appreciated the opportunity to review the details of billing adjustment and repair issues. Upon first researching the case, I found a known outage set to be repaired for 8/29. I also found that repair had set a technician to come out on 9/7 if we needed more time to get them out per issues with scheduling tools. A technician came out on 8/30 and found a good signal to the network interface device(NID), but there was damage to the drop wire, which was almost broken, and he repaired it. We have credited the account for the service issues with $25.00, which will be reflected in your billing cycle next month. Brightspeed again apologizes for any inconvenience that this may have caused.
We appreciate ************************************* taking the time to contact the BBB to inform us about the matter. We want to reiterate our sincere apology for any issues caused by the experience and any inconvenience it may have caused.
Sincerely,
**************
Brightspeed Customer Advocate

CC: *********************************

Customer response
09/03/2024

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
08/27/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for Brightspeed Internet in April of this year, and at that time they were offering $200 Mastercard for signing up with them, and another $50 Mastercard if you made a referral. I made a referral and that person signed up for Brightspeed also, and they were promised the two Mastercards also. When I received the $200 Mastercard, it was in the form of a virtual card with a redemption code, which did not work when I tried to redeem it. I had to call several people before it was taken care of, and I was able to access the $200 dollar Mastercard. I received the e-mail with the redemption code for the $50.00 referral on July 31, and the same thing happened, I was not able to redeem the code (this is also happening the my referral, they have the code, but cannot redeem it). I have made several phone calls to several differen't departments. I am getting the runaround, and I have still unable to access the $50 Mastercard that I was promised for referring someone. I keep getting the same answer, that they are putting in a ticket, but they do not have a ticket number to give to me to follow-up with. The last call was on August 14th, I was told that I would be receiving another e-mail with my $50.00 Mastercard activated already, and that it could take 7 days, still nothing. I am tired of getting the runaround, and I do not have time to stay on the phone for hours trying to get this Mastercard. If this company is going to promise something, they need to stand by it, and they need to make it easy for their customers to redeem the cards, without all of this hassle.
Business response
08/30/2024
BBB of ***************** and Western N.C.
**********************
******************

August 30, 2024

Re: *********************
22202260
Notice of Complaint Filed: August 27, 2024

Dear ****************:

Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************** trouble redeeming her virtual reward card. Upon further research, we provided her with the main website to redeem her code, and she confirmed that it worked for her.

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

Sincerely,

******************
Brightspeed Customer Advocacy

CC: *********************
Customer response
08/31/2024

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. The business contacted me in a timely manner and resolved the issue.

Thank you.
Initial Complaint
08/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
When I checked to see if Bright speed had ran the lines in my area they accepted my business and took my money made appointments for their technician to come hook up my service. But when it came time for the Tech Contractor to work on it he refused the job because the pole he needed to hook the service to was covered with trees. So Bright Speed rescheduled and when he came back the 2nd time he refused to do the job again. I called the City because they own that area and had them clear it off and rescheduled the Tech Contractor appointment I waited the entire day for the Technician to get to my house and he never showed up. So I called Bright speed customer service. I was passed around to SERVERAL agents and finally demanded to speak to a supervisor who then sent my call to dispatch then the dispatcher agent told me that the tech said he came (which he did not) and had no entry to my house but that he was going to send him back after he finished the job that he was working on. I waited all the rest of the day that was AUGUST 19TH. I've called every day since trying to cancel my service and get my money refunded and the agents keep passing me around and telling me that they can't refund or cancel it because the Tech didn't finish activating the service. THATS WHY I WANT MY MONEY BACK! This has been a TERRIBLE EXPERIENCE!
Business response
09/03/2024
September 3, 2024

Re: *************************;
Complaint ID: ********
Notice of Complaint Filed: August 25, 2024

Dear ****************:
We appreciated the opportunity to review the details of cancellation and refund issues. After researching the account, I created a cancel order task on the current order, MO1100017277, per the customer's request. The funds on the account will be returned to the customers within 3-5 business days. ****************** is committed to providing the best service and we apologize for any inconvenience that this may have caused you. We hope that you consider us in the future.

We are grateful to *************************** for taking the time to contact the BBB and inform us about the matter. Her feedback is valuable to us. We apologize for any issues caused by the experience and any inconvenience.
Sincerely,
**************
Brightspeed Customer Advocate

CC: ***************************

Customer response
09/03/2024

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
08/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
August 5th 2024 I called brightspeed to have my internet service moved to the house I was moving to, I was told that this would occur august 19th. Service did not get moved as I was promised and brightspeed changed the date to September. I called and spoke with multiple people I got multiple different answers that were not valid. You are moving to a church, we cant hook up internet there. I was then promised thats my service would be moved august 23rd. On august 23rd I received a message from brightspeed stating it was again changed to September. When I called them they told me I had requested it be changed to September. Again I explained to them I was to have service on the 19th and still havent got it. They assured me that by the 29th I would definitely have service. I checked the status of this hours later and it was still set for September. Every time I call they can never give me answers. At this point I have to pay electricity at two houses because I cant get my service moved and I need service for my job, my kids need it for school. The customer service I received has been atrocious to say the least. This is costing me money and Im losing time at work because of this.
Business response
08/27/2024
August 27, 2024

Re: ***************************;
Complaint ID: ********
Notice of Complaint Filed: August 24, 2024

Dear ****************:
We appreciated the opportunity to review the details of order correction issues. After reviewing the account, I saw that the move order was placed incorrectly and was canceled. I placed a new move order to the correct address, ************************************************************, which is now dated Thursday, 8/29. The customer has been made aware of the new move date. The move order is Service Order #*********. We at Brightspeed would like to sincerely apologize for the inconvenience that this has caused.
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 any inconvenience. Please be assured that we are committed to providing excellent service and will do our best to prevent such issues in the future.
Sincerely,
**************
Brightspeed Customer Advocate

CC: ***************************
Customer response
08/27/2024

I am rejecting this response because:
The address is incorrect again. The address I am moving to is ***************. Ive given this address to them multiple times.
Business response
08/28/2024
August 28, 2024

Re: ***************************;
Complaint ID ********
Notice of Complaint Filed: August 24, 2024

Dear ****************:
We appreciated the opportunity to review the rebuttal details in the rejection complaint. I assure you that the address on the move order is correct: ************ There was a typo in the letter I sent yesterday, and I take full responsibility for that mistake. I also called you back this morning after I received your voicemail and verified that information.
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. Please be assured that we are committed to resolving this issue to your satisfaction.
Sincerely,
**************
Brightspeed Customer Advocate

CC: ***************************
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On Monday 8/19/24 our internet service went out. We called the Brighspeed support line that day. We were told that the line to our house was dsl/wire and that we needed to be upgraded to fiber. They said that they would not repair the old wire. I argued with support as we have had fiber since our house was built just a few years ago. The company continued to argue with me and refuse to repair the "metal" wire. They said that they would lay new fiber but we would have to upgrade our account. We did not want to upgrade. I informed them many times that we had fiber and I wanted the service restored. They refused to restore our Service until after we upgraded our account. We reluctantly upgraded to get our Service restored. They dispatched a service tech who showed up on Thursday. Upon his arrival we both confirmed that we had fiber running to the house. He said that he didn't know why the support line would tell us we had a dsl/wired line and force us to upgrade our account. He attempted to swap our our wireless router with a "new" one. The "new" one didn't work. He hooked the old one up and said it would work fine. Within 6 hours the internet went back down. I've been on the phone for about another 2 hours today trying to move towards resolution. The last call lasted just over an hour and was disconnected (not by me) while I was waiting to talk with a supervisor.I have been disconnected a few times from support calls. At the beginning of each call, the company confirms "a good call back number". I think this is just for show, because I have yet to be called back after a disconnection.Call support is very fractured, uninformed, and has displayed zero ownership.
Business response
08/27/2024
August 27, 2024

Dear Mr. **************************

I appreciate the opportunity to review the complaint that you submitted on August 23, 2024, the service and order issues.

I reached out to our back-office team for review and customer contact. Our technical support team reached via phone on August 27th and left voicemail to advise that our Care team would be reviewing the issue, but we found that you decided to go with another provider.

We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.

Sincerely,

**************
Brightspeed - ***********************
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I stopped service with bright speed and went with spectrum and notified bright speed that I no longer wanted their service but they sent me a $ ************************************************************ I may take legal action and took a picture of the note and bill. Then this month I got a bill for $138.86 and I don't intend to pay this because they didn't stop service and release my land line phone number to be hooked up by spectrum. I would appreciate your help with getting discontinuation of bright speed service.
Business response
08/26/2024
August 26, 2024

Dear Mr. **********************

I appreciate the opportunity to review the complaint that you submitted on August 23, 2024, regarding the disconnect and billing issue.

Once researched, I found that the account was *************************** on July 8th. The account currently has a $0 balance, nothing is due. I hope this information helps.

We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.

Sincerely,

**************
Brightspeed - ***********************
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We have been without our landline for nearly 6 weeks awaiting repair by Brightspeed. We reported the issue the first time in July and waited weeks for the repair technician to finally arrive on Aug 8th. He stated he fixed a cut telephone line at the street. Our phone worked for less than 1 day and it went out again. After another very painful process of contacting customer service, the repair ticket was re-opened on Aug 9th. We were given a repair date of Aug 23rd! Today (Aug 23rd), Brightspeed contacted us via text to state our repair was now pushed to Sept 3rd--no explanation given! In the meantime we continue to be charged for phone service. This company is criminal to say the least. Everyone we speak to in our area who has Brightspeed complains about this company for their lack of customer service and the extremely long repair times. Avoid this company at all cost. Unfortunately for those of us with poor or no cell service, we rely on our landline.
Business response
08/28/2024
August 28, 2024

Dear *****************************,

I appreciate the opportunity to review the complaint that you submitted on August 23, 2024, regarding the landline service issues.

I reached out to our technical support team for review and customer contact. The original September 3rd dispatch was escalated to August 26th. Our technician was able to repair the cable cut to resolve the service issues. A credit for one month of service was also issued effective today.

We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.

Sincerely,

**************
Brightspeed - ***********************
Initial Complaint
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a landline phone with Brightspeed. The package I pay for is unlimited long distance with call forwarding to our voicemail number to a separate provider because Brightspeed does not provide voicemail in our area. Between June 20 and August 21, I have called the company a total of 16 times for a simple repair: to enact my call forwarding to my voicemail. After so many attempts my phone is still not functioning. This whole time, I have paid the normal monthly charges for a service I am not receiving. I have never talked to the same person twice. I have probably talked to 50 people, not a single one with English as a first language, even when I asked to speak to a supervisor. Multiple times, I was given misinformation, e.g. a wrong code to try from my end, or promised that Brightspeed provides voicemail in my area, when in fact they do not, and that the technicians would have it fixed in "24 hours".
Business response
08/26/2024
August 26, 2024

Dear *********************,

I appreciate the opportunity to review the complaint that you submitted on August 22, 2024, regarding the service issues.

I reached out to our technical support team for review and customer contact. The account was reviewed regarding the call forwarding issues and corrected. We received confirmation from you on August 26th that all is now working via phone. Two credits totaling $75.70 ($37.86 - $37.84)were issued on August 26th for the service issues.

We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.

Sincerely,

**************
Brightspeed - ***********************
Customer response
08/27/2024

I am rejecting this response because:
I would like to be credited at a minimum the full amount of the last 2 month's bill, which was the period in which I made approximately 17 phone calls to Brightspeed to unsuccessfully fix my voicemail service.
During this period, I was not only paying for services I was not receiving, but needing to spend many hours receiving incompetent care where I was needing to inform or correct information they were giving me.
Business response
08/28/2024
August 28, 2024

Dear *********************,

I am writing in response to your recent response rejection.I understand your frustration regarding the service issues you experienced.After a thorough review with our technical support team, we determined that the issues were related to the call forwarding service feature.

As previously communicated, we have issued two credits totaling $75.70 ($37.86 and $37.84) to address the call forwarding service disruptions over the past two months. Our technical support team has confirmed that all other services were functioning correctly.

Thank you for your understanding.

Sincerely,

**************
Brightspeed - Customer Advocacy Group
Customer response
08/30/2024

I am rejecting this response because:
Even though the call forwarding was the "only" portion of my phone service that was not functioning correctly, my entire service was disrupted because the call forwarding was set to 1 ring or less, therefore, during much of the 2 month period I could not receive phone calls, in addition to callers not being able to leave a message. In addition, not only was the call forwarding simply not working, the entire time I was paying a separate voicemail service that was not functioning because the calls were not forwarded. Furthermore, multiple Brightspeed agents promised me wrongly on separate occasions during this 2 month period (after I let them know they were likely incorrect) that Brightspeed could provide voicemail. Luckily I did not cancel my other voicemail service until I confirmed the Brightspeed voicemail was working because it didn't, and it took 5 phone calls with multiple agents each call to figure out that voicemail could in fact not be provided. This is not competent customer care, and it is a small compensation for the time and frustration (in addition to lack of service) to remove the charges from the last 2 months. Thank you. And I hope you upgrade your training and informing of your staff.
Initial Complaint
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My name is *************************** and I am filing this complaint for my elderly mother *********************. Our complaint against Brightspeed is their unwillingness to fix my mothers phone issue. This is a shortage in the main box and every time there is a heavy rain everybody in the community loses phone service. Most of the community are elderly people and most live alone with elderly people health problems. My mother has one of those life alert necklace so to have her phone out could be and life or death issue. I would like to know if there are any plans at all to improve the infrastructure in this community or at least fix the problem in the box because they know exactly what it is because a tech told me this personally. So it they say they dont know they are lying.
Business response
08/28/2024
BBB of ***************** and Western N.C.
**********************
******************

August 28, 2024

Re: *************************;
22180557
Notice of Complaint Filed: August 22, 2024

Dear Kisis *****:

Brightspeed appreciates the opportunity to review the BBB complaint regarding his mother's chronic phone service issues. Upon review, we were able to escalate the repair ticket for 8/28. The technician repaired the damaged cable that was deteriorated.

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

Sincerely,

******************
Brightspeed Customer Advocacy

CC: ***************************
Customer response
08/29/2024

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
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have had no internet service and this company has failed to provide a repair in a timely manner
Business response
09/02/2024
BBB of ***************** and Western N.C.
**********************
******************

September 2, 2024

Re: **********************;
22180729
Notice of Complaint Filed: August 22, 2024

Dear Kisis *****:

Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** service outage. Upon review, I was able to escalate the repair request and Brightspeed completed the repair on 8/30, restoring service. I submitted a 10 day out-of-service credit for $37.33, 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 response
09/03/2024

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.

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