ComplaintsforBrightspeed

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Brightspeed is claiming they did not receive my payment in July. I have submitted copy of check which cleared bank on July 17. I sent both front and back. They had deposited on 16th but refuse to acknowledge payment. I have contacted numerous times but only get the run around. I only ask that they correct error since I owe them nothing . I had them to disconnect all service on August 27. They are also adding late charge when check was deposited 11 days before due date.

  Business response

  09/20/2024

  September 20, 2024
  
  Dear Mrs. ***** ******,
  
  I appreciate the opportunity to review the complaint that you submitted on September 19, 2024, regarding the billing/payment inquiry.
  
  The $151.71 July 3rd payment was received and applied to your account on August 15th.
  
  The remaining balance of $197.25 is due to your August 3rd charges of $187.71 and your final September 3rd charges of $45.54, totaling the $197.25, due at your earliest convenience.
  
  Again, the $151.71 has been received and applied.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  ***** *.
  Brightspeed - Customer Advocacy Group

  Customer response

  09/20/2024

   
  I am rejecting this response because:
  
  

  Business response

  09/20/2024

  September 20, 2024
  
  Dear Mrs. ***** ******,
  
  Regarding your recent rejection.  After further review of the account balance.  It now shows a $0 balance as all payments have been applied.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** *.
  Brightspeed - ***********************

  Customer response

  09/23/2024

   
  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

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My business , Sassy Kinks Hair Salon, receives local phone service from Brightspeed. Over the last six months I have had a lot of static issues with my phone. So last month approximately on August 14th I contacted Brightspeed for repair. I received several appointments but they kept rescheduling. After two weeks I lost complete dial tone. So I called again and I spoke with a supervisor who scheduled another appointment and issued a seven day credit to my account. However, the repairman came out, which they never come inside, and I did get a dial tone but still with extreme static. I called back again and at that time lost the dial tone again which is now nine days without a business phone. Please note I do not have any billing issues with them nor have I ever been late. I called again today and was given the repair ticket number x778744274 and a date of October 1, 2024 before a repairman can come. All Im asking is to get my phone repaired asap. Please help with this as I run a business and its based on phone calls for appointments. Thank you for your assistance. **** *******

  Business response

  09/20/2024

  September 20, 2024
  
  
  Re: **** Collins 
        Complaint ID: ********
       Notice of Complaint Filed: September 19, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of the repair date issues. Upon receiving the case, I immediately escalated it to the dispatch department and managed to reschedule your technician from 10/1 to 9/24. The technician will be out on Tuesday from 8 am-5 pm. In response to your request for compensation for the downtime, I have credited your account for one month of service in the amount of $68.60, which will be reflected on your next month's billing statement. We at Brightspeed would like to sincerely apologize for any inconvenience that this may have caused you during this time.
  

  We are grateful to **** ******* for taking the time to contact the BBB and inform us about the matter. We value your feedback and apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Brightspeed/*********** for about 11 years. I called in august 2024 to have home phone disconnected, leaving internet still working. Phone was still on in September. Called several times, and on September 10 they disconnected the home phone AND internet. I called back on September 11, 2024 to have internet turned back on as this was their mistake, spending 4 plus hours on the phone with them on this date. It was suppose to be turned back on that day. I continued to call daily and then received an automated message on September 13, 2024 that it would be completed by 5 pm that day. I called Sept 17, 2024 and was unable to reach anyone at Brightspeed as it would disconnect when being sent to a "real person". As of September 18, 2024 the internet remained off, I called on September 18, 2024 and asked for a final bill as internet continued to be turned off. I was on the phone for about 20 min, 13 min was on hold. He said that I would receive an email and text that night when he was finished and a final paper bill would be mailed. It is now Sept 19th, no text/email and I really don't believe I will receive a final bill. I have my current bill due October 7, 2024 for monthly service of *****, however I do not feel I should pay as this will prolong the issue. My bill is always paid on time. Not sure what to do next. I just want to end this account and pay a final bill.

  Business response

  09/23/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 23, 2024
  
  
  Re: Merit *********
  22307709
  Notice of Complaint Filed: September 19, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. *********** final bill inquiry. Upon review, I issued a credit of $82.55 on the account and advised him the account is closed and has a zero balance. When the new statement generates on October 9th, it will reflect the zero balance.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: Merit *********

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this complaint for my parents.because My parents are elderly, both with medical conditions, living in rural area of ***************, *************. They have had numerous issues with their current phone, internet service. This has been going on for the last few years and NOTHING seems to get fixed. They have NO other access to communication should they need Help. ************ is extremely spotty and they only use a pre-paid. Once again their phone and internet is down AGAIN! When Dad was able to make a call with his cell he was told it would be September 30th before someone would even be out to do any repairs!This is unacceptable. What can be done about this issue? God forbid if something happen to them, natural disaster, and have no way to communicate with 911 or anyone else, my mother is currently on oxygen and my father is a heart patient. Now they can barely even watch television the service is so Bad. Please tell me that you can do something to get this issue addressed? It's just not fair for elderly people in remote areas to pay for phone services and pray that nothing life threatening happens. My sister called brightspeed today and spoke to 10 different people! Who then proceeded to tell her there are OVER 109 tickets currently in that area. We'll if that doesn't tell you there's a problem I don't know what will, and we haven't even had a storm, so I find this to be a ridiculously upsetting situation. If these people, my parents included, need 911 or if anything should happen I wonder just who we can blame? I have sent emails to the ** governor *** ****** also because someone has to fix this or shut this company down.

  Business response

  09/26/2024

  September 26, 2024
  
  Dear **** *******, 
  
  I appreciate the opportunity to review the complaint that you submitted on September 18, 2024, regarding the service issues.
  

  ***
  
  September 25, 2024
  
  *********************************
  Consumer Inquiries and Complaints Division
  **********, ** 20554
  
  Re: *******, **** IC# *******
  Notice of ***************** Date: 09/20/2024
  
  FCC CICD:
  This correspondence is to address the service outage reported by Mrs. **** *******. Mrs. ******* states her parents live in a rural area, where Brightspeed is the only internet provider. They face frequent service disruptions, with the current outage expected to last until September 30th. Both parents have disabilities; the father has a heart condition, and the mother needs continuous oxygen. Unreliable cell service and the need to travel for a signal pose significant risks in emergencies. Despite multiple complaints, no resolution has been achieved. The user is considering escalating the issue to local and national news outlets.
  
  Upon reviewing the account of Mrs. ******** parents, it was noted that she reported a service outage to Brightspeed on September 16, 2024. Consequently, a repair ticket was generated for September 30, 2024. An expedited dispatch request was subsequently made, resulting in a technician being dispatched to the location on September 25, 2024. The technician successfully identified the cause of the outage, executed the necessary repairs, and restored the service.
  
  A credit has been applied for the period of service interruption and will be reflected on the upcoming statement.
  
  Brightspeed would like to express its sincere apologies for any inconvenience this situation may have caused *** and Mrs. ***************************** acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  ***** *.
  Brightspeed - Customer Advocacy Group

  Customer response

  09/26/2024

   
  I am rejecting this response because:
  As of today, September 26th, my parents telephone, internet services have NOT been fixed. So brightspeed LIED and told the BBB they restored their services which was a flat out LIE. I just called their landline phone ************ and still it is Not working!!!!

  Business response

  09/30/2024

   September 30, 2024
  
  Dear **** *******,
  
  I want to apologize for our delay, due to the recent weather conditions we are experiencing widespread service and power outages.  Our technicians are working diligently to restore service across the areas hit by the storm.
  This response is in no way stating that we are closing this case but updating you that we are still trying to resolve the service issues as soon as possible.  We will keep you updated as best as we can.
  
  Sincerely,
  
  
  ***** (****) *******
  Brightspeed - ***********************

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved to new house and needed internet. *********** was the internet provider before we moved in. When we contacted ***********, they said we need to contact Brightspeed. We have been calling Brightspeed customer service desk every week since July 10th 2024. We get a new ticket every time, they say that our address qualifies for fiber connection and that a technician will call in next 5-7 business days. Brightspeed has repeated the same story again and again. All our neighbors have Brightspeed connection. I have never experienced a worst customer service experience than this business.

  Business response

  09/20/2024

  September 20, 2024
  
  Dear ******* ***,
  
  I appreciate the opportunity to review the complaint that you submitted on September 18, 2024, regarding the new service order issues.
  
  I reached out to a back-office team for review and customer contact.  I received an update that contact was made, an order issued and now pending for September 24th.  I have also sent you a direct email to contact me directly as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** *.
  Brightspeed - ***********************

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered Brightspeed internet the end of August. On September 15 our internet went out. We spoke with Brightspeed's customer service to trouble shoot the problem but had no success. We were originally told the soonest a technician could come out was September 27. We called customer service back to try and escalate a ***air date, because 13 days without internet is too long. We were told several different things by several different customer service people. One customer service agent told us they could get a technician sooner, only to find out all she scheduled was a phone line installation, which we did not need. We have attempted to resolve the issue by calling, using their online chat, and going through ******** messenger. Each time we have been unable to speak with a helpful customer service ***. **** the time they couldn't even find our account information. To be told we cannot get our internet fixed for almost two weeks, without any offer of compensation for that time lost, is absolutely ridiculous. And to not be able to speak to anyone with Brightspeed other than a customer service *** overseas who cannot do anything to help find a solution is unacceptable customer service.

  Business response

  09/20/2024

  September 20, 2024
  
  
  Re: ***** Jones 
        Complaint ID: ********
        Notice of Complaint Filed: September 18, 2024
  
  Dear Kisis *****:
  

  We appreciate the opportunity to review the details of the repair issues. We understand that ***** ***** has chosen to discontinue his services with Brightspeed. His emphasis on the importance of customer service training is noted. At ******************, we are committed to continually training all our employees to provide the best customer service experience.  We apologize for any inconvenience caused and assure you that we will strive for excellence in the future.
  

  We are truly grateful for ***** ******* initiative in contacting the BBB to share his experience. His feedback is invaluable to us.  We sincerely apologize for any inconvenience caused and are committed to addressing the issues he has raised.
  

  Sincerely,
  

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

  
  

  Customer response

  09/20/2024

   
  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

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***************** stopped working August 4 2024. Repair request made Aug 5th appointment with tech to repair gets canceled on their side and twice appointments have come and gone with no one showing I have taken two days off work and waiting for them and no one shows up I am still getting billed for phone service and dont have a working phone. I just want the phone fixed please last appointment was sept *********************************************************** someone would come on September 23

  Business response

  09/24/2024

  September 24, 2024
  
  
  Re: ***** Barrows 
        Complaint ID: ********
        Notice of Complaint Filed: September 18, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  Once received, we handled dispatch escalations and worked to move your date for repair. The technician came out and made the necessary repairs on 9/20. If you experience any further issues, please let us know. Brightspeed is committed to resolving any issues and wants to apologize for any inconveniences you have experienced during the downtime.
  

  We are grateful to ***** ******* for taking the time to contact the BBB and inform us about the matter. His initiative is highly appreciated. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  
  

  Customer response

  09/26/2024

   
  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

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Getting fed up with how little they keep on not maintaining anything. Had my mother that she needed to have the phone line to keep a heartbeat monitor system activated FOR A HOSPITAL! Three weeks ago, the service never came out and it never came to fix after being told Sep 6, 2024. Here it is Sep 18, 2024, got fed up yesterday with the wait because they keep on hiring IDIOTS AND UNEXPERICNECED ******* FOR THEIR TECHNICIAN JOBS! She literally had to cut the service off and was forced to pay a September bill when she NEVER GOT SERVICE for the two and half weeks of September. The service they have is pitiful and is borderline ******* ILLEGAL! They are over charging too much, she had to pay $300 to get the bill paid then a disconnection fee, ******* SCAM ARTISTS! This company needs to either get reported not only by the BBB but the *** and *** for their borderline illegal s*** Its horrible and this is in the country side! Also, they don't maintain the lines at all, when they are suppose to. So when the outage comes, it takes over 2 WEEKS to get a residental home to get their service back when they keep on putting the WORSE techinicians out here. If they some how see this, GET THE **** OUT OF ***** -- BETTER YET, GET THE **** OUT OF ***! **** YOUR SERVICE!

  Business response

  09/30/2024

  September 30, 2024
  
  
  Re: ******* Marshall 
        Complaint ID: ********
        Notice of Complaint Filed: September 18, 2024
  
  Dear Kisis *****:
  

  I'm sorry to hear about the number of issues you have experienced.  You must be feeling overwhelmed now; I understand that, as I have encountered similar situations. I hope you accept my apology on behalf of the company due to the experience and inconvenience. 
  

  As a result of the inconvenience experienced, we express our regret for any challenges you may have encountered. We appreciate your initiative in bringing this matter to our attention.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company installed Internet at the neighbors resident, the line laid in my yard for approximately 3 weeks. They came out to move the line finally and dug a trench in my yard without permission to do such. The installers vehicle or machine to dig the trench caused damage to my driveway and they are stating it was not them.

  Business response

  09/25/2024

  September 25, 2024
  
  Dear **** Lawyer,
  
  I appreciate the opportunity to review the complaint that you submitted on September 17, 2024, regarding construction /damage issues on your property.
  
  I reached out to the area field leadership for review and found that they have been in contact with Sedgewick who in turn will, if not already contact you directly for resolution. You also have my direct email as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** *.
  Brightspeed - Customer **************

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a customer of ****************** and its predecessors for almost 30 years and have always paid the bills in full and on time. We had a landline and internet through the company. We have not had phone service or internet since before 08/01/24. I called Brightspeed via my cellphone on 08/09/24 letting them know that I had not received my paid for services since before 08/01/24 and that I wanted to cancel my account. I also wanted to receive an appropriate refund for the services that were not rendered as I had paid in full for service through 08/06/24. However, I am still receiving bills and now a late payment charge, while having Brightspeed provide no services. I want this account closed. I feel that I owe no money to this company.

  Business response

  09/20/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 20, 2024
  
  
  Re: ******* ********
  22299402
  Notice of Complaint Filed: September 17, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********** billing/account issues. Upon further research, his service has been disconnected. The disconnect order was placed on 8/9 and completed on 9/6 which was the end of the billing cycle. We bill a month in advanced. The last payment we received was on July 18, 2024. Where we bill a month in advanced, the payment made in July was for service in June and part of July. After disconnecting service, it takes one billing cycle to receive the final bill. I submitted an 8 day out-of-service credit of $19.69, which leaves the remaining balance $91.12 due by September 30, 2024.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* ********

  Customer response

  09/24/2024

   
  I am rejecting this response because:

  I have not received any phone service or internet since before 8/1/2024. According to my July billing statement, my service period was from 7/7/24-8/6/24. I have paid in full for that time period, and have not received any services from your company since that billing period. Nothing should be owed on my account. 

  
  

  Business response

  10/02/2024

  October 2, 2024
  
  Dear ******* ********,
  
  Regarding your recent rejection, I completely understand your frustrations.  You mentioned that your service issues started before the August 1st.  On August 8th. You contacted us and the agent tried to issue a dispatch ticket for you, but you declined, due to a possible tech visit charge.  On the same day (August 7th) you advised another agent that you might be calling in to disconnect the account.  You then contacted us on August 9th, two days after your August 7th normal billing cycle.  As previously advised, per our company policy we bill one month in advance.  The August 7th billing statement billed you from August 7th through September 6th. 

  
  An 8 day out of service credit ($19.69) was issued on September 20th.  Ive issued an additional credit for the late fee ($36) as a courtesy.  Your new balance is now at $55.15, due at your earliest convenience.
  Thank you for your understanding.
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy

  Customer response

  10/03/2024

   
  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.
  

  What is the mailing address to send the $55.15 check, which will be payment in full for all obligations?
  

  ******* ********

   

  
  

*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. ↩