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:09/04/2024

  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.

  Recently, they installed underground cable in our front yard. We do not subscribe to their service. they have dug up our yard several times. The conduit is outside the easement and into our property. They are currently running a cable from a junction box in our front yard, across our yard, not in the easement, and across our driveway to our neighbors house. The line just sits on the ground on our property. They will do nothing about it.

  Business Response

  Date: 09/18/2024

  September 18, 2024

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

  I appreciate the opportunity to review the complaint that you submitted on September 4, 2024, regarding the easement inquiry.

  I contacted our field leadership for a review, who then coordinated with the area contractor and our engineering department. Our field leadership confirmed with a City of ********** representative that there is a 13-foot right-of-way easement from the edge of the street. Additionally, our field leadership visited the property and verified that the work was conducted within this distance. I hope this information is helpful.

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

  Sincerely,

  
  ***** *.
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 19th called to have voice service cancelled but requested to keep internet service. Next day no internet, I called was told mistake on their part they turned off internet and kept voice told it would take 5-7 days to restore because they had to negotiate account, whatever that means 8 days later still no service called back they said service was on we need repairman was promised they would be there Sat the 31st. Nothing. Called again today Sept 4th told it was a programming issue and they would call back. Again nothing. If they can turn internet off by mistake why can they not turn it on on purpose?

  Business Response

  Date: 09/14/2024

  September 14, 2024
  
  
  Re: ********************;
        Complaint ID: ********
        Notice of Complaint Filed: September 4, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of order issues.  After research on your case, I sent it the issue to our Order Excellence team who processed your order to have your internet restored on 9/5. It appears since that time you have had working internet services at your location. If you are still experiencing issues, please let us know. Brightspeed apologises for any inconvience that this may have caused you.
  

  We appreciate ********************; for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

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

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/04/2024

  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 Mother who is 85, has a heart condition, no car and cell phones do not work at her location, has been without a landline phone for two months. I call Brightspeed and when ask for a supervisor I get hung up on { multiple times }. They have said they would fix it multiple times but have not. Each time they blame it on someone else or blame it on their subcontractor.

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  Dear Mr. ******************************
  
  I appreciate the opportunity to review the complaint that you submitted on September 4, 2024, regarding the landline service issues.
  
  Once researched, I found that a duplicate *** complaint was also received.  A response will soon be sent to the *** as well. 

  I found that our technician was able to repair the cable issues and restored the service as confirmed by ***** on September 6th. 
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:09/04/2024

  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 has been going and coming for weeks now. Contacted Brightspeed and they scheduled a service tech to come out. He never showed. Called Brightspeed back and they said Tech said no one was home. That was a LIE, I was home all day. He never called, texted, nothing. I asked for his number or the office number to talk to them directly, due to customer service is somewhere in ***** and SUCKS!! They would not give me a local number, said they would reschedule. I have to miss work again and hope he comes!! This is the worst customer care and ****************************

  Business Response

  Date: 09/09/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 9, 2024
  
  
  Re: ***************************
  22238979
  Notice of Complaint Filed: September 4, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** chronic internet service issues. Our technician completed the central office repairs on 9/5, restoring the service. ****************** confirmed the issue has been resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding my 85-year-old mothers inoperable landline. This is the second or third ticket weve opened with bright speed. This particular ticket has been opened for a month. They cut her phone service over a month ago with no notification or anything and it has been out ever since. It is her only connection. She doesnt drive. She has a heart condition and we have been repeatedly given a plethora of completion dates and none of them have come to fruition. We are concerned mother might need emergency help and not be able to call for anyone since her phone line has been down. Cell phone service is not an option as shes in a dead zone. Weve tried that. *** reported this to the attorney general to the *** and you cannot get a person at Bright speed that knows anything. The customer service number takes foever to get routed to a person and the person that you speak with doesnt even sound like theyre in this country. when its clear they cant answer your questions they disconnect you. My mothers name is *************************. Her address is ************************************************************************************ the phone number in question is ************. Im her daughter ************************* the situation is escalated because my elderly brother used to call my mother and check on her. He can now no longer do that. He too has recently had heart surgery and hes having to drive down every day to check on her because her phone is out of order. We would appreciate any help in getting this escalated and repairs finally made. We are beyond frustrated.

  Business Response

  Date: 09/16/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 16, 2024
  
  
  Re: *************************
  22237844
  Notice of Complaint Filed: September 4, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding her mother's chronic landline outage and issues. Upon further research, we were able to escalate her repair ticket, and the repair was completed on 9/5, restoring the service. We repaired the damaged cable. I submitted a 2 month out of service credit, which will be reflected on the next billing statement. ****************** confirmed the service has been restored and she is satisfied with the resolution.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

  Customer Answer

  Date: 09/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/04/2024

  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 have not had good internet services all year and none at all since the first of July when we had a lot of lightning .I am disabled and do all my bill paying online and can't get any of it done .Everytime they say they will be here nobody shows up . I am paying for services I don't get and dispersedly need .

  Business Response

  Date: 09/16/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 16, 2024
  
  
  Re: ***** *******
  22237115
  Notice of Complaint Filed: September 4, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********* chronic service issues. Upon further research, she has contacted us multiple times regarding trouble with her modem. We advised her that she owns the modem and it is no longer under warranty. She would need to lease a new modem monthly, or purchase a new modem for a one time charge. The chat was ended each time. I have tried contacting her via email and phone with no response. On 9/11 our technician completed a cable repair in the central office.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *******

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Poor internet service provider!!!I have expressed to them that my home alarm system, (ADT) depends on internet service for all trouble and alarm activations to notify me and the ******************

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  
  Re: **********************;
        Complaint ID: ********
        Notice of Complaint Filed: September 3, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of repair issues. A repair ticket was placed for your intermittent internet issues and dated 9/4. When the repair team ran their test, your service was online and functioning correctly. It was monitored for several days, and all stats stayed good, so the ticket was closed. Over the past 90 days, there have been three outages lasting only a total of five days, and they were caused by unforeseen circumstances and corrected as soon as detected. Brightspeed is sorry for any inconvenience that this may have caused you, and if you continue to experience any latency issues in the future, please let us know.
  
  We appreciate ***************************** issues caused by the experience and any inconvenience. taking the time to contact the BBB to inform us about the matter. We apologize for any
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Internet is not reliable, continuously goes offline each month.

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  
  Re: ************************;
        Complaint ID: ********
        Notice of Complaint Filed: September 3, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of billing adjustment and repair issues. A ticket was placed on your issue on 9/4. The repair team started investigating your request and found that they could authenticate and ping your system remotely, meaning no major issue occurred. They were able to stabilize the system internally and get everything working correctly. Brightspeed wants to apologize for any inconvenience that may have been caused during this time.
  

  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: ***********************

  Customer Answer

  Date: 09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfortunately I am forced to file another complaint against Brightspeed for their failure to follow through with the resolution from Complaint ID ******** as I have again been charged through autopay for the disconnected service. This is now the second time I have been charged after discontinuing service, which their website specifically states autopay stops automatically upon account closure requiring no further action by the consumer. The charge from 8/1/24 was refunded and I seek another refund for the 9/1/24 charge as well as proof this will not happen again.

  Business Response

  Date: 09/11/2024

  September 11, 2024
  
  
  Re: ***************************;
        Complaint ID: ********
        Notice of Complaint Filed: September 3, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of refund and account closing issues. After researching the account, I immediately refunded the funds charged for September billing, with confirmation number ***********, this should be returned to your credit card. I then coordinated with CARE to remove the billing from *******, but encountered a technical issue. To overcome this, I created INC6727968 to have the account removed from billing altogether. The ticket was processed, and the account is now in an inactive state, with no further billing to occur. Brightspeed 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 apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting since the beginning of July to get an online account set up to update my payment method for AutoPay (previous account had to be closed due to fraudulent activity.) I have called on several occasions and have been passed from service *** to service ***. I have spent hours on the phone, been unable to make my monthly payments, and there is no provided information to resolve the issue. I have had to continuously call to attempt to resolve the situation and there has been zero care or concern from Bright Speed ***resentatives in regards to correcting the issue. I am required to have the service to be in compliance with regulations for my commercial elevator which has an emergency phone line. I cannot risk my service being cancelled. If I am unable to resolve this issue, I will be forced to explore alternative solutions through other providers and will be unable to pay for the services in order to stay compliant.

  Business Response

  Date: 09/17/2024

  September 17, 2024
  
  
  Re: THE COTTAGE AT THE CRYSTAL COAST 
        Complaint ID: ********
        Notice of Complaint Filed: September 3, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of regarding Autopay set up and billing adjustment issues.  In my research, I found that setting up your autopay is a breeze. Simply call **************** at ************ and receive a secure PURL sent to you. This convenient process ensures your autopay is set up in no time. Additionally, there are billing adjustments on the account per no services deemed unusable during any period. Brightspeed does not compensate for time spent contacting our call centers, loss of business, loss of imputed profits or revenues, etc.
  

  We appreciate THE COTTAGE AT THE CRYSTAL COAST for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: THE COTTAGE AT THE *************