ComplaintsforBrightspeed

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Initial Complaint
10/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
No home phone service since 9/21/2024. Numerous calls for repair and no response. Different answer each time with no repair of service.
Business response
10/05/2024
October 5, 2024

Re: ******* Gayhart
Complaint ID: ********
Notice of Complaint Filed: October 1, 2024

Dear Kisis *****:
We appreciated the opportunity to review the details of the repair issues. Your repair ticket was placed, and the line was repaired. A service credit of $45.27 will also be applied to your account within the next two billing statements. Brightspeed is committed to providing quality service and is sorry for any inconvenience that may have been caused during this time.
We appreciate ******* ********* initiative in contacting the BBB to inform us about the matter. We understand the issues caused by the experience and sincerely apologize for any inconvenience. Your efforts have not gone unnoticed.
Sincerely,
***** *.
Brightspeed Customer Advocate

CC: ******* *******
Customer response
10/06/2024

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. Service outage was much longer than necessary, but will close this unfortunate period of my life.
Initial Complaint
09/27/2024
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 started BRIGHTSPEED service in April 2024 , I signed up because I seen a promotion for a $200 **** gift card for singing up and making 3 payments on time in a row. ** made my payments on time every month. on the 4th month I asked about my $200 **** gift card I was supposed to receive. They gave me a run around. Finally I get my **** gift card BUT with only $100 on it ( I was supposed to receive $200 ) . ** contacted them time after time about my other $100 and I kept getting a run around. I feel I'm owed my full $200 I was told I was going to receive. I signed up for brightspeed when I seen their promotion on ******** about getting $200. I also got my father and a few other friends and family members to sign up they got their $200 so I don't understand why I'm being shorted. I feel this is false advertisment.
Business response
10/01/2024
October 1, 2024

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

I appreciate the opportunity to review the complaint that you submitted on September 27, 2024, regarding the gift card promotional amount.

Once researched, I found that the during the time that the order was placed (April 4th), the promotional gift card offer was only $100. This was the reason for the gift card amount that you received. I sincerely apologize for any inconvenience.

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

Sincerely,

***** *.
Brightspeed - ***********************
Customer response
10/01/2024

I am rejecting this response because: I do not agree with this when I first signed up with brightspeed I was assured I was going to get $200. All this has been a run around. My father and uncle that also got bright speed AT THE SAME TIME recieved their $200. They both have exactly what I have same speed and price. I do believe I'm owed the full $200. I feel this is false advertisement and a bait and switch. I paid my bill every month on time I would've never got brightspeed if I'd of known I'd get scammed.
Business response
10/01/2024
October 1, 2024

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

Regarding your recent rejection. As per our email thread from earlier, you mentioned that you have screen shots and conversations proving the $200 gift card offer. As previously advised, please forward them to me directly for further review. Thank you in advance.

Sincerely,

***** *.
Brightspeed - ***********************
Customer response
10/02/2024

I am rejecting this response because:
I'm tired of the run around. You guys know I should've got the $200. I feel this is a bait and switch. All I'm asking for is my full $200 ( $100 now ) that I was promised when signing up for brightspeed. Iv been on the phone for hours getting excuses and being transferred to person to person no one seems to be able to figure this out. I was even told by a representative that the workers say what the customer wants to hear and that's wrong due to being told multiple times I was getting $200. Also please explain how someone I referred to brightspeed that signed up same time I did and got the same exact plan got their $200? I'm so irritated at brightspeed I wouldn't recommend brightspeed to anyone . I Pay my bill every month no issues . All I want is what I was promised witch is the full 200 **** amount ( 100 now ) . Poor customer service.
Business response
10/03/2024
October 3, 2024

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

Ive had a chance to review this once more. According to our promotional dates, our $200 gift card promotion ended on March 3rd and restarted on April 5th. Your order was placed on April 4th, outside the $200 promotional time period. Any orders issued during the time frame of March 3rd through April 4th like your order, fell under the $100 gift card promotional time period.

A $100 gift card will not be sent due to these company promotional time frames. As a courtesy and to close this out, I issued a $100 credit on to the account. Your next two months will be free of charge and the 3rd month from now will include a $2 credit. (2 months x $49 plus the additional $2 totals the $100).

Sincerely,

***** *.
Brightspeed - ***********************
Initial Complaint
09/24/2024
Complaint Type:
Billing 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 September 15, Brightspeed canceled my internet service without probable cause, and refused to send a technician to remedy the issue. Brightspeed didn't credit me for the days that I went without internet service.
Business response
10/01/2024
October 1, 2024

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

I appreciate the opportunity to review the complaint that you submitted on September 24, 2024, regarding the service and order issues.

Once researched, I found that your original phone number was ported away from Brightspeed. Please keep in mind, when we receive a port request, we must release the number. I also found that a new service order for internet only was issued and installed on September 25th. The internet service on this account is up and running.

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

Sincerely,

******* *.
Brightspeed - Customer **************
Initial Complaint
09/24/2024
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.
Out of phone for the whole month and internet also due to being down on there end, contacted the bbb and was suppose to be credited the month of service and also modem lease fee removed, problem still exist as of today, I am being charged for service I never received and charged for a modem I could not use due to no service provided due to issues on there end.
Business response
09/27/2024
BBB of ***************** and Western N.C.
**********************
******************

September 27, 2024

Re: ******* Hardin
22330920
Notice of Complaint Filed: September 24, 2024

Dear Kisis *****:

Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** billing and account issues. Upon further research, the account has been canceled and the balance is zero. I provided them with the link for the modem return label: *********************************************************************************************************

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

Sincerely,

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

CC: ******* ******
Initial Complaint
09/22/2024
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.
Brightspeed has been notified time and time again regarding the problem with our landline service. I do understand they inherited the problem. But it wasnt anything like we are having now. They only patch and are not fixing the problem. We continue to have problems and are without phone service many days each month. I am 81 years old and this was suppose to be a good form of communication as cell service does not work here. I cannot call out and my family cannot call ***** Aug of 23 my wife died because we could not get immediate help due to our phones being out.This should not be happening in our country. It is not a 3rd world country. Please help our community to get service repaired and for it to stay on. If Brightspeed has no intention of fixing the situation permanently we would all like notification.
Business response
09/28/2024
September 28, 2024

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

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

I reached out to our technical support team for review and customer contact. I found that the repair dispatch for September 27th was cleared, and all should be working now.

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

Sincerely,

***** *.
Brightspeed - ***********************
Initial Complaint
09/22/2024
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.
9/21-22/2024. No internet am of 9/21/2024. Called brightspeed @************. Spent 45 min troubleshooting with *** only to be disconnected. They did not call back. I called again and another *** told me there was an outage in my area and it is being worked on and would be notified via text when resolved. 9/22/2024 still no internet. I called again to be told there was issue with my line and a service tech could not come until 9/24/2024 between 8am-5pm. We have issues on a monthly basis with reconditioned modems and outages. For what we pay our service is less than sub-par. 3 days is a long time to be without internet especially when trying to do work from home and having to take whole day off of work to wait for technician. I am paying for services I am not getting. Lines have not been worked on in my area for years.
Business response
10/01/2024
October 1, 2024

Re: ******** Kamin
Complaint ID: ********
Notice of Complaint Filed: September 22, 2024

Dear Kisis *****:
We appreciated the opportunity to review the details of repair issues. As soon as your account was reviewed, a repair ticket was lifted on your behalf. I am glad that service was able to restore your services to working condition fully. Brightspeed is committed to providing quality service, and we apologize for any inconvenience that this downtime may have caused you. If you have any further issues, please let us know.
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.
Sincerely,
***** *.
Brightspeed Customer Advocate

CC: ******** *****.
Initial Complaint
09/21/2024
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 had a Brightspeed internet account for years. I sold my home and moved out of state. I scheduled a disconnect for June 30, 2024. It was discovered I had an overpayment credit of $294.33. I have called Brightspeed 5 times to try to get this money refunded to me. Each time they acknowledge that they agree I'm owed this amount of money, they will take care of it, and then I never hear another word. It's been almost 3 months and I have not received a *****. I want my money back. I am considering this THEFT at this point. Please tell them to contact me ASAP.
Business response
09/28/2024
September 28, 2024

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

I appreciate the opportunity to review the complaint that you submitted on September 21, 2024, regarding the disconnect request and refund.

Once researched, I found that the account was *************************** on June 30, 2024, and a refund check was issued on August 29th in the amount of $295.33. Not sure if had your mail forwarded to your new out of state address as any checks would have been sent to the original address on the account for security reasons.

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

Sincerely,

******* *.
Brightspeed - ***********************
Customer response
09/30/2024

I am rejecting this response because:
I have not received a check from your company at all. All my mail has been forwarded properly and no check from you has been received. I don't believe you have sent me anything. Otherwise I would have it. You are being put on notice I want my refund sent to me ASAP or I will seek legal action
Business response
10/01/2024
October 1, 2024

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

I appreciate the opportunity to review the complaint that you submitted on September 21, 2024, regarding the disconnect request and refund.

While researching, I checked with the accounting department and they stated that they will need your new address in order to issue a new check to you because for security reasons checks are not forwarded through the mail to addresses not found on the accounts.

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

Sincerely,

******* *.
Brightspeed - ***********************
Initial Complaint
09/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6-29-23 I contacted Brightspeed to install internet service. I spoke with a representative named *********. The representative put in an order for my service. While on the phone with her she said she made a mistake and would need to cancel the first order and redo it. My account number for the 1st order was *********. The representative ********* then proceeds to give me a 2nd account number after she fixed her mistake. This account number was *********. I was set to pay ***** per month for service. My equipment arrived 7-5-23. After a month or so. I received a past due bill. I didnt understand what was going on because I had just paid my bill. I contacted brightspeed on 9-27-23 to ask them about the past due bill. The representative asked for my *** and proceeds to inform me I have 2 accounts under my name. The representative ask me if I had ever lived in *****. I told her no, Ive never even been to *****. The representative saw my account ending in ********************** good standing. The representative put an order in to have the service cancelled. The cancellation number is **********. And filed a complaint against *********. The 2nd representative apologized and assured me she had taken care of everything. Fast forward to now. I receive a notification from my credit monitoring app. Informing me I have a new collection on my account. Last due total of ******. AGAIN I AM CONFUSED because my service is active and in good standing. I contact brightspeed again.3rd time.I speak with a supervisor named ****. **** checked on my last cancellation request and saw it was still pending after almost a year. The order was put in 9-27-23 its 9-20-24 and still nothing. I am still going through the same process. **** stated she contacted the back office. And the inaccurate information will be removed off my credit within 7-10 days. My credit has dropped 61 points. I am beyond livid. How could brightspeed do this? This representative stole my information.
Business response
10/04/2024
October 4, 2024

Re: ******* Smith
Complaint ID: ********
Notice of Complaint Filed: September 20, 2024

Dear Kisis *****:
We appreciated the opportunity to review the details of credit issues. I have researched your account and see that credits have been reflected on it to remove the balance of $959.07. We have also sent it to the credit bureau so that the negative credit **** can be removed from your credit history. Please be aware that this may take up to 30 days to reflect. Brightspeed is committed to resolving this issue and is sorry for any inconvenience that this may have caused you.

We appreciate ******* ******* taking the time to contact the BBB to inform us about the matter. We acknowledge your effort and apologize for any issues caused by the experience and any inconvenience.
Sincerely,
***** *.
Brightspeed Customer Advocate

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

Customer response
10/06/2024

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
09/20/2024
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 been doing business with Brightspeed ever since they bought out *********** in the last year or so. I had the same issues with *********** that I am currently having with Brightspeed. They claim to provide the area with ************************************** is neither fast nor is it reliable. I have to call once a month to have my service repaired all while paying $80/month. The customer service that you contact is argumentative and barely helpful. When a technician is dispatched to help the problem is only fixed temporarily. This has been an issue since I began service over 4 years ago. The final straw was when the rates were raised without notice. So now I am paying more for a service that I can only use about 60% of the month.
Business response
09/23/2024
September 23, 2024

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

I appreciate the opportunity to review the complaint that you submitted on September 20, 2024, regarding the service issues.

Once reviewed, I found that a dispatch was completed on September 21st, and the service issues resolved as a short needed to be cleared. All shows to be authenticating well now. I also found that you contacted us on September 20th to advise that your service had been down for the prior 4 days. Due to this a credit has been issued for the days without service (5 total days - $10). This credit has been issued and effective today.

Regarding the billing, I reviewed your account going back to August of 2023, the internet monthly service charges are still at $49 and have not increased. The only reason you may see total monthly increases is due to possible late fees when payments have not been received by the due date.

As always, credits will be issued for any individual days without service.

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

Sincerely,

***** *.
Brightspeed - Customer Advocacy Group
Customer response
09/23/2024

I am rejecting this response because:
The service was repaired on 09/21 for a few hours only. The service was then unusable for the rest of the weekend and was not working when I left for work this morning. I have been to frustrated to try and contact customer service to get it repaired again. You are claiming to credit me for the individual days that service was not working. The service has been unusable for 60% of the time since I started service over 4 years ago. I don't have the time or the patience to contact your customer service department overseas and spend an hour trying to explain to them that just because there system says it's working doesn't mean that it is actually working. I understand the speed is up to 1.5 M but we don't ever see a full M. Never made through an entire episode of any thing with out the connection dropping and coming back. I am paying for "Reliable Internet". I want reliable internet. If the hardware on your network is so old that you can't provide me with that then I will cancel service and go with another company. The resolution I would like is to be fairly reimbursed for the months(collectively) I have been without service.
Business response
09/24/2024
September 24, 2024

Dear *** *****,

Regarding your rejection. You are correct that we resolved the issue reported on September 20th by the following day, September 21st. Upon reviewing your account notes, I noticed that you mentioned the issue began four days prior, which is why we provided a credit for five days, for this reported service issue.

I have confirmed that the 1.5 ************ we provide you is the fastest speed available in your area. We are committed to addressing any service issues as they arise to the best of our ability. While we would very much like to retain you as a valued customer, we understand if the current service speeds do not meet your needs, and you decide to seek another provider.

Sincerely,

***** *.
Brightspeed - ***********************
Customer response
09/25/2024

I am rejecting this response because:
I still do not have service! My service has still been out since it was claimed to have been repaired. So we are up to 8-9 days now. It wont be repaired until Monday. Thats 5 days away. So we are sitting at half of the month without service. You are ignoring the fact that you have not provided reliable service at all. Do you have a different definition of reliable than I do? I understand the speed issue. Ill be switching service providers because youre unreliable. When I contacted your customer support team today I was hung up on twice before I got someone who wanted to at least attempt to do their job. Your company is taking advantage of their customers in rural areas. Now that ******** is available in most areas I foresee you losing a lot more customers in the future. So do you want to reimburse me for the months(collectively) I have been without service or actually fix the issue and keep service from dropping every other week?
Business response
09/30/2024
September 30, 2024

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

Regarding your recent rejection from September 25th, we currently show a pending repair dispatch for today September 30th. I must advise that due to the recent weather conditions in your area, we are experiencing widespread service and power outages. Our technicians are working diligently to restore service across the areas hit by the storm. I want to assure you we are doing all we can to connect our customers as fast as possible. Thank you for your understanding and continued patience.
This notice by no means states that we are closing this case. Just updating you on the current dispatch conditions due to the recent weather issue.

Sincerely,

***** *.
Brightspeed - ***********************
Initial Complaint
09/19/2024
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 was charged for phone and internet service by Brightspeed for 3 years after I had it canceled, yes that was my fault for not inspecting the bill, but i am a business owner and have a hundred bills come in each month so I don't have time to look them over each month. So I called in to have the charges removed, I was told they wouldn't refund my money, even though they had a record of me returning the modem. So I told them to keep my beach house internet and cancel the phone and other internet. Well somehow they turned that into 2 new service requests at a house I have never lived at, so I had to call to straighten that mess out, then they put phone service back on my account, had to call to get that removed, within 10 min of my last call to straighten their mess out yet again my internet was turned off, I'm about to blow a gasket!!, Their customer service ***** no one can hardly speak English, its obvious they don't comprehend what you say, and you can't call back the person who was helping you who assured you that it was corrected...when its not......I'm tired of sitting on the phone for hours trying to fix their messes only to have them mess it up yet again.....companies are allowed to get too big now to be able to deal with, and get things accomplished
Business response
09/24/2024
September 24, 2024

Dear Mr. *****

I appreciate the opportunity to review the complaint that you submitted on September 19, 2024, regarding the billing issues.

Your frustrations are valid, but we continued to provide a service as it we continued to receive payment as billed. The modem being received does not qualify as an account ************************* request as many of our customers return our modem and use their own 3rd party modem for service. I also found that your account was *************************** as of September 19th.

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

Sincerely,

***** *.
Brightspeed - ***********************
Customer response
09/25/2024

I am rejecting this response because: This whole ordeal has the same basis, customer service is pitiful, even after I *************************** this last time, instead of a disconnect order, they put in a order for a new phone and internet service in *********** at a location I've never lived at, so I had to call in yet again, and stop that......so while I was trying to explain that mess to them, they shut off my internet to my vacation home, So I called in 5 times in a row trying to speak to a human and could not for the life of me, get a human on the phone, your automated system ***** big time!...TRY IT SOMETIME!......so I called and ordered internet from Spectrum to be installed this Friday, then I will cancel all services with Brightspeed.....The whole issue is your customer service is not working, there is a huge language barrier with most people you talk to, when you can actually get one, It took me 3 min to get to talk to a Spectrum SC agent, I tried 5 times to talk to a human and could not get it to transfer me to one.
Bottom line is you lost customer because of your BS
***** ****
Business response
09/25/2024
September 25, 2025

Dear Mr. *************************** again, I completely understand your frustration regarding the past service order issues. While these issues were understandably frustrating, as you mentioned in your original complaint, they have since been resolved.

The primary concern in your original complaint was the charges for phone and internet service over the past three years. You acknowledged responsibility for continuing to pay these charges without inspecting your monthly service billing statements, which we continued to send as we were providing the service.

In your recent rejection response, you indicated that you would discontinue our service once Spectrum installs their service. However, as I mentioned in my response on September 24th, your account has already been disconnected since September 19th.

Sincerely,

***** *.
Brightspeed - ***********************

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