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:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday 8/29 in the early afternoon our internet went out (no storms) we were told it was an outage and should be restored Friday. Friday was told would be restored Saturday. Come home Monday 9/2, still no internet, so I called back and they said the outage repair should be done between 4-6pm. I called back at 6:30 pm and they "tested" my lines and said that a technician needed to be dispatched and the customer service representative gave me an appt. for Tuesday 9/3 and a ticket number. Later that night I got a text with a different ticket number and the repair date was for 10/8. I was so mad and too tired to call and argue that nigh. Tuesday morning I called and the customer service person stated that there was an outage and they could not dispatch a technician until the outage was resolved. When I looked at the ticket number given to me over the phone Monday evening it was for repair for back in July of 2024 (another time our internet was down). There is only one number to call for customer service/repairs, complaints, etc.... and that is in another country. It is frustrating because the state of NC cut the grass along the highway Thurs afternoon and about that time is when the outage started. Five to 6 days for an outage is unacceptable. We pay $143 a month (we do have internet at a vacation home as well) so approximately $70 for internet each month. One minute Monday night, customer service says the outage is repaired and that I have a line issue and then the next morning I am told it is an outage. Very shady customer service.

  Business Response

  Date: 09/05/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 5, 2024
  
  
  Re: *************************
  22232629
  Notice of Complaint Filed: September 3, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************' internet service outage. I escalated her repair ticket to dispatch and was provided a new due date of 9/6. On Thursday morning, ************** reached out to inform us that her service was repaired on 9/4. She spoke with a field supervisor who advised her that the damaged box from the county cutting the grass was repaired. A repair agent issued a 5-day out-of-service credit on 9/2. ************** confirmed that her service is working.
  
  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:

  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 without phone service for 4 days. Since then I have been on my cell phone with Brightspeed customer service numorous times trying to get this issue resolved. Yesterday I was lied to and told a technician would be at my house by 5: pm and given a false ticket number. So I inquire back through their online chat help . This time I was given another false number and was told a tech would be at my house by 7 pm . Also I was given an apology and the explantion about the no show for the 5 pm time slot as that was just an estimate and there was no guarantee about it. So I call again this morning and trying to get a live person on the phone line is a nightmare in itself. The ***** time I called I got disconnected so I got togo through that lenghty rollercoaster ride again. This time I talked with someone else and told her the whole process i have been through trying to get my issure with no dial tone on my phone resolved. I also explained to her again that I had checked outside at my box and there was no dial tone out there either. Again I was given an apology and she put me on hold while she checkedon the issure . She comesback and tells me no ticket had ever been made for my account. She created a ticket number (********) for me and tells me I can look it up on line . I did but the date is set for 9/9. I have been without phone service since 8/30 and have had to go through Brightspeeds terrible customer service trying to get this resolved. I am tired of beening given the run around and lied too. I am a senior citizen and I live alone and live on a fixed income and I need my phone service. I do have a cell ph but I have to buy those minutes. I think I should be given a $ credit on my bill whenever they do restore my phone service. Brightspeed has terrible customer service and you have to deal with people that dont speak english very well but lie very well. I think other people should know thar and what they have to deal with Brightspeed.

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  Re: ***************************;
        Complaint ID: ********
        Notice of Complaint Filed: September 3, 2024
  
  Dear ****************:
  

  We understand that this service disruption may have caused inconvenience, and we sincerely apologize for that. After researching your account, I found the original tech dispatch date was 9/9. The tech went to the central office on 9/4 and found that a circuit was offline due to an outage and rebooted, causing your services to be restored. I have added a credit of $10.10 to your next billing statement for the time your services were down. Brightspeed would like to apologize for any inconvenience this downtime may have caused.
  
  We are grateful to ***************************** for taking the time to contact the BBB and inform us about the matter. Her feedback is valuable to us, and we apologize for any issues caused by the experience and inconvenience.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/12/2024

   
  I am rejecting this response because: I had to buy extra minutes for my trac phone for the time my  landline phone was out of service.  That measley amount of the time I was out of phone service does not cover the cost and frustration and the lies I was told by Brightspeed customer service,. saying they were coming and never showed up. Come to find out they had never even assigned me a ticket until at the last and then they wanted to put me off until Sept 9th. I had to contact customer relations before anyone got on it.   See attachments for trac phone purchase! 
  
  

  Business Response

  Date: 09/14/2024

  September 13, 2024
  
  
  Re: ***************************;
        Complaint ID ********
        Notice of Complaint Filed: September 3, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As per our policy, Brightspeed is not able to pay you for items you purchased outside of our service. We understand this may be disappointing, and we apologize for any inconvenience that the interruption caused you.
  

  Again, we appreciate ********************************* taking the time to contact the BBB to inform us about the matter. We understand that this situation may have caused you some inconvenience and we sincerely apologize for any issues it may have caused.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:09/02/2024

  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.

  ************* issues every 1-2 months with no service for 3-7 days each time. This most often happens after a rain but today is sunny and no recent rain but again no service. Neighbor called to report and were told no technician is available until 9/9. Phone will ring one time every 30 minutes- 1 hour for the entire length we are without phone service. We live in a rural area with very limited or no cell service meaning the land line is our only phone service. We have kids and if there were an emergency this is their only form of communication. If we had another option for a land line we would switch but no other services is available.

  Business Response

  Date: 09/13/2024

  BBB of ***************** and ************
  **********************
  ******************
  
  
  September 13, 2024
  
  
  Re: ******* ********
  22230177
  Notice of Complaint Filed: September 2, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********** chronic service issues. Upon further research, we escalated this to our **************************** Team to follow up. We have tried to reach out to her multiple times via phone and email, and received no response. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* ********

• Initial Complaint

  Date:09/02/2024

  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.

  In the month of December 2023, there was new construction at the end of the road. In the process of the construction the phone lines were cut, Bright speed came out and laid temporary lines on the ground to get all the local business back up and running. Since then we have had recurring problems with our phone lines coming in to our business. The temporary lines have not been replaced they are still draped on the ground running across 4 different properties and two driveways. I have call numerous times to report the disruption, they always come right out and fix the connection but will not bury the lines I have called 8 or 9 times in the last 2 months to have the lines properly buried no response, each time I get transferred maybe 3 to 4 time a call and they say at technician will be out to assess the situation. I have asked to speak to supervisor or a customer representative that might can help, I am always told one is not available. the call centers that I get directed to, there is always a major communication barrier, and never any resolve. I'm at my wits end. the line we have the most trouble with is a dedicated line to the fire system for the factory I work for for, we actually failed a fire inspection because of this once. this a weekly problem. I just want them to come and bury the lines. this has been a 10 month problem

  Business Response

  Date: 09/09/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 9, 2024
  
  
  Re: ***************************
  22229183
  Notice of Complaint Filed: September 2, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************' buried line request. The buried line request has been escalated to the contractors who will complete the request when the permits are obtained.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

• Initial Complaint

  Date:09/02/2024

  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.

  On 9-18-24 I called Brightspeed regarding my internet service not working. I was informed that a technician wouldnt be able to come out until 9-24-24 however I could call often as I choose to see if I am get a sooner date for a tech to come out. I tried calling 9-24-24 and today 9-2-24 and each time I called I would become disconnected after speaking with a representative and try calling back and being disconnected again before I could speak with anyone. I am still responsible for paying my bill but having no services for over a month. My neighbors are on the same Brightspeed service and their issue was completed 3 days ago, I and Im informed a technician will not come out until 9-24-24. This is an inconvenience to my family and I and this company is not showing any concern yet is still receiving payment for a service that has not been resolved.

  Business Response

  Date: 09/10/2024

  September 10, 2024
  
  
  Re: ***************************;
        Complaint ID: ********
        Notice of Complaint Filed: September 2, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of the sooner date and repair issues.  After review, a repair ticket was placed and escalated.  A repair technician identified an equipment issue that was causing you to be charged for directory assistance calls when you called Brightspeed and corrected that issue. We want to assure you that this issue has been resolved.  There has also been a credit applied to your account in the amount of $20.19 that will be reflected on the following billing statement.  Brightspeed apologizes for the inconvenience this may have caused you during this event.
  

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

  
  

  Customer Answer

  Date: 09/10/2024

   
  I am rejecting this response because:
  A my issue has not been resolved. No repair technician has not come out and my issue has not been identified because of this. My last contact with Brightspeed was 9/2/24 over the phone when I was disconnected several times. I am still without internet service. This review is very dishonest and untruthful. I am very disappointed in Brightspeed for false reporting and this should not be acceptable.

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  
  Re:***************************;
       Complaint ID ********
       Notice of Complaint Filed: August 2, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. We are truly sorry for the mix-up on your account. We have a technician scheduled to fix your internet service on 9/24. We understand that this is not ideal, but it is the soonest available due to a shortage of technicians in your area. We have applied a credit of 1 month to your account for the time your service has been down due to the inconvenience that this has caused. Brightspeed sincerely apologizes for this.
  

  Once again, we want to express our gratitude 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

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/21/2024 I purchased internet service with Brightspeed. My order number is **********. They told me that the install would be completed on 8/29/2024. There is an existing working dsl/phone line and jack in the home I'm renting, no problem there, even though they installed a new line, ok fine, whatever works best. They told me all I had to do was connect the modem I had already acquired and service would be on between 8a-5p 8/29/24. I waited patiently. At 5:11pm they sent a text saying they were working on the activation. At 10:21pm they sent another text saying my service activation was completed. WRONG. On 8/30/2024 I contacted Brightspeed CS only to get no answers as to WHY this happened and was told a technician would have to come out. They gave me a first available appointment of SEPTEMBER 30th. This is totally unacceptable. They told me I could check the calendar starting today for cancelations, which is total BS. There are no appointments at all from my point of view at all on the calendar, I checked through DECEMBER. This is totally unacceptable. I should not have to wait 6 WEEKS for new service. I have a school age child that needs reliable internet access. I expect an appointment earlier. I should not have to wait 6 weeks for service.

  Business Response

  Date: 09/13/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 13, 2024
  
  
  Re: *************************
  22228379
  Notice of Complaint Filed: September 2, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************' pending install escalation request. Upon further review, we were able to escalate and complete her repair and installation on September 10th. She was previously offered a one month credit, and I submitted the $55 adjustment. **************** confirmed her service is working and she is satisfied with the resolution. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

• Initial Complaint

  Date:09/02/2024

  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.

  Brightspeed technician came out on August 29, 2024, to install my service. I was at work. I gave my grandmother permission to give the Brightspeed technician access to the premises. I arrived home from work a few hours later. The internet was not working. There was also an unburied internet line lying across my front yard. The line is blocking driving access to my home. No one can drive in my driveway. I called Brightspeed customer service on August 30, 2024. I was told that no one was available to fix my service.

  Business Response

  Date: 09/14/2024

  September 14, 2024
  
  
  Re: **** King 
        Complaint ID: ********
        Notice of Complaint Filed: September 2, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of job completion and repair issues. When the case was received, a ticket was placed for repair. Our repair team showed all systems functioning properly, but there was no buried service wire ticket. A ticket was placed, and a team was dispatched on 9/9 to have the service wire buried. Our staff verified that the service wire had been buried per the contractor. Brightspeed would like to apologize for any inconvenience that this may have caused you.
  

  We want to reiterate our sincere apology for any issues caused by the experience and any inconvenience. We appreciate **** **** taking the time to contact the BBB to inform us about the matter.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:09/01/2024

  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.

  We are suffering from almost weekly internet outages on Sunday. At first we thought that something in the lines was getting wet and affecting our service, but it's no longer rainy. We are again without service waking up on Sunday cannot get in contact with representative to report an internet outage and the website outage reporter does not work. This is extremely frustrating and I'm beginning to think that it is being done on purpose. Yes I understand I don't have a way to prove that but it cannot be a coincidence that almost every Sunday we wake up without internet service (sometimes it goes out Saturday evening) and by the time everyone comes home from work/class/ect on Monday it is in working order. That makes no sense. I want to speak with someone about this that can explain to me what is happening and I want a review of my internet use per day for the last 4-6 months so they can see that it's not working on the weekends. I would also like it to be noted that it is impossible to get a hold of customer service on the weekend even though it is advertised that customer service is available 24/7, that is a lie if no one answers the phone and the website will not allow me to chat or send an email for further assistance.

  Business Response

  Date: 09/09/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 9, 2024
  
  
  Re: *************************;
  22225880
  Notice of Complaint Filed: September 1, 2024
  
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** intermittent internet issues. We created a repair ticket, and our technician completed the cable repairs on 9/6, restoring the service. I submitted a 6 day out-of-service credit for $11.38, 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: ***************************

• Initial Complaint

  Date:08/30/2024

  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.

  We canceled service with them July 10, 2024. They canceled our service and we were charged again in August. We called them and was told their system messed up and they would process the money back. We were told we would receive $49 for the August mistake and $42.46 for the prorated fee since we canceled on July 10. We received the $49 refund but they WILL NOT give us the $42.46. We have spoke to four different people now all giving us the run around. So we then had a supervisor call and she was less than helpful. They are all full of lies.

  Business Response

  Date: 09/06/2024

  September 6, 2024
  
  
  Re: ********************;
        Complaint ID: ********
        Notice of Complaint Filed: August 30, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of refund issues. I have researched the case and found that the $49.00 was returned to the customers bank account, which was debited. The customer called to cancel service on 7/10 but didnt cancel until the end of the billing cycle on 8/7. There was no refund for those services in the amount of $42.46. The final bill amount of $49.00 is being erased from the billing and will be reflected on billing in two days as a zero balance, and the account will be ultimately settled. All credits have been applied, and refunds have been given. Rest assured, the issue has been resolved.
  
  We appreciate *********************** taking the time to contact the BBB to inform us about the matter. We understand that this situation may have caused some inconvenience, and we are grateful for your patience and understanding as we worked to resolve it. We apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 09/06/2024

   
  I am rejecting this response because:

  I called in and canceled the account on July 10th, but was charged again on Aug 7th.  So we are ultimately owed the additional $42.62 or whatever that amount that we are owed and promised by two (2) different customer service reps. ********** need to make this right for me as the customer, because they charged me on two (2) different occasions and dates AFTER our cancellation date.  Brightspeed needs to make this right for me and the mess up on their end.

   

  thanks,

  
  

  Business Response

  Date: 09/09/2024

  September 9, 2024
  
  
  Re: ********************;
        Complaint ID ********
        Notice of Complaint Filed: August 30, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, you canceled during a billing cycle and will not be reimbursed for the leftover billing cycle time period, as the services would have still been active during that time frame. However, we have rectified the other billing cycles where you were billed on accident, and these have been credited back to your card or credited back in the system, leaving the account at a zero balance and closed status. We hope this resolution provides reassurance. 
  
  Again, we appreciate *********************** taking the time to contact the BBB to inform us about the matter. We deeply regret any inconvenience or frustration this may have caused, and we apologize for any issues caused by the experience.
  

  Sincerely,
  

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

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

  
  

  Customer Answer

  Date: 09/09/2024

   
  I am rejecting this response because:
  
  I still do not agree that I was charged AFTER the account was closed and they claim this to be on accident.  I want my money that was taken from my account and that two different **** from your company promised me that I would get back.  I have screenshots that I can provide if needed to back up my claim.

   

  thanks

  Customer Answer

  Date: 09/10/2024

  Screenshots of my previous conversation with Brightspeeds **** have already been provided when the complaint was filed.  Let me know if I need to submit them again.

   

  thanks

  Business Response

  Date: 09/13/2024

  September 13, 2024
  
  
  Re:********************;
       Complaint ID ********
       Notice of Complaint Filed: August 30, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, you canceled during a billing cycle. You will not be reimbursed for the leftover billing cycle period, as the services would have remained active during that time frame. The account is at a zero balance, providing reassurance that there are no outstanding charges. I know the agent told you about a refund of $42.26, but proration balances do not apply in this situation. Brightspeed is sorry for the misinformation. We hope this resolution provides reassurance. 
  

  Once again, we appreciate *********************** proactive step of contacting the BBB to inform us about the matter. His feedback is valuable to us. We sincerely regret any inconvenience or frustration this may have caused, and we apologize for any issues caused by the experience.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:08/30/2024

  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.

  Account number: *********** This issue began on: 8/27/2024 I was told on several occasions different answers to my problem. I was told I needed to pay my bill, which I did. I was told internet would be restored within 24 hours of payment. Which it was not. I was told there were outages. Which is a lie because my ************ have the same provider whose internet is working fine & has not had any issues. We are also on the same property with two separate houses so its not hard to discover. I was told my modem is outdated and I need a new one but 0 resolution on how to get a new one or even get a technician. (This was on a phone call incident specifically) I was told ALSO that It will not work until 9/2/2024 & I will not receive a refund in payment of the dates it will not be working until after service is restored. Which I cannot receive. There are no internet outages in my area or with my business who also uses the same provider. (I own the establishment so I would know forsure if the internet was disconnected there) I was offered no ************ would just like this handled.

  Business Response

  Date: 09/10/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 10, 2024
  
  
  Re: **********************;
  22221301
  Notice of Complaint Filed: August 30, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************** chronic internet issues. I escalated her complaint to our Repair Escalation Team and we have tried reaching out to her multiple times with no response. Her internet service is connected and in sync.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************