ComplaintsforBrightspeed

• Initial Complaint

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my service and requested that they mail me a return label so I can return their modem without being charged $150.00 for not returning it and all they will do is give me a qr code or I have to print off the return label which I don't have a printer and I have no car to take me to a *** store which the closest one to me is an hour away. All I ask is for is to have the return label mailed to me so I can return their modem to them .

  Business response

  11/18/2024

  November 18, 2024
  
  Dear ******* *******,
  
  I appreciate the opportunity to review the complaint that you submitted on November 16th regarding the modem return label request.
  
  I found that a label was ordered on 11/17 and should arrive no later than 11/19.  I have also sent you a direct email, please let me know if you dont receive it so that I can address.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - Customer **************

  Customer response

  11/19/2024

   
  I am rejecting this response because:
  I contacted Bright speed again and they still will not mail me a return label and expect me to have a printer to print one off or expect me to have a vehicle to drive an hour away just to return it they don't seem to take in consideration that not everyone has a printer and not everyone has a car i tried to play nice and I'm not going to be charged $150.00 for not returning the modem when I have been trying to get it returned. This company should lose its license to even be in business. 

  Business response

  11/19/2024

  November 19, 2024
  
  Regarding the recent rejection.
  
  I spoke with Mr. ******* this afternoon, and we are just waiting for the US mail to deliver the label.  Mr. ******* had my direct contact information as needed. 
  
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  ***** (****) U.
  Brightspeed - Customer Advocacy Group
  
  

  Customer response

  11/19/2024

   
  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

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are having an issue with Brightspeed sending sales **** to our door after explicitly telling the **** to not come back. I have a No Soliciting sign clearly posted by my door. They have come on 10/23/24, 10/26/24, 11/9/24, 11/15/24. I have contacted Brightspeed's customer service and attempted to file a complaint. The woman, after telling her I want the **** to stop coming to my door, said "who is my internet provider". Brightspeed needs to stop this practice. I don't know what else to do. I have video of how often they come.

  Business response

  11/16/2024

  November 16, 2024
  
  Dear ***** ********,
  
  I appreciate the opportunity to review the complaint that you submitted on November 15, 2024, regarding the solicitation of our door-to-door agents.
  
  I want to apologize for the inconvenience.  I have reached out to our field agent manager to advise.  Please dont hesitate to reach out to me via a direct email that I also sent you as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer response

  11/16/2024

   
  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

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been without internet for 9 days now and that is the only way we can make phone calls or get emails or text messages, there is no other internet service providers that will work where we live. The internet is down at my neighbor's house as well as my mother's house the next street over from where I live. She is elderly and needs the internet for her Tella-health visits. I have made multiple calls and complaints with Brightspeed and they have done nothing to resolve the issue. They just say they know there is an outage and they will send an email or text message when restored. Problem is this happens every time the weather is bad and we as a community go weeks without it then get charged late fees on something that we could not us, and we are tired of the poor quality we get with their company since they were sold from ***********

  Business response

  11/14/2024

  11/14/2024
  
  
  Re: Better Business Bureau (BBB)
  ******* *****
  Complaint ID: ********
  Date Filed: 11/12/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the internet outage. The outage was cleared on 11/13/2024.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently received services from Brightspeed, I have attempted several times to attempt to see and pay a bill, I have tried calling, attempted to pay on line . ************ has refused to send me a bill. Unable to access online account unless you have app which I dont. I have called Brightspeed several times and have not been able to get this resolved, and cant not get anybody to transfer me to some one that is able to help

  Business response

  11/12/2024

  November 12, 2024
  
  Dear ***** *****,
  
  I appreciate the opportunity to review the complaint that you submitted on November 12, 2024, regarding the account, billing and payment issues.
  
  Once researched, I found that you had a new pre-paid Fiber account.  These accounts do not send a billing statement as they are pre-paid and a debit or credit card on file (when the order was placed) will be debited automatically every month.  Regarding the online application access issues,that is something that we couldve had assisted with, but I also found that you contacted us and requested to cancel the service account.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer response

  11/12/2024

   
  I am rejecting this response because: I tried several times to pay bill, Brightspeed sent the attached via text, requesting me to agree to the terms but yet still not showing a bill or how much I was going to be billed. But it states it is legally binding. I just wanted to know how much my bill was and pay it. I called in multiple times, and NO ONE would send me an amount or bill. I was unable to access any bill online. Does anyone with half a brain just sign this agreement, and they could charge thousands being it states even if you dont read it but sign it is legally binding. I just dont understand why I cant see my bill, the amount and pay it. I am not going to just put my faith and trust the person on the phone. And I went ahead and downloaded the app just to pay my bill and guess what, still unable to view or pay the bill
  
  

  Business response

  11/13/2024

  November 13, 2024
  
  Dear ***** *****,
  
  Regarding your recent rejection, once again, I sincerely apologize for the online access issues. Regarding the billing, as previously advised, due to this being a pre-paid account, monthly billing statements are normally sent, but auto debited from the card on file.  The online access issue is something that I couldve had a back-office team assist you with,but the account is now *************************** as of yesterday per your request.  There is also no current amount due on the account that you need to worry about.  I hope this information helps.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer response

  11/13/2024

   
  I am rejecting this response because:
  There was no back office help, trust me I called multiple times asking to be transferred to someone that could help. As far as account closed I told your customer service I did not want to keep the account open if I was unable to view a bill, and that must of been the case because we got disconnected and he closed the account. Paint the picture anyway you want, maybe this would have been taken care of if I actually spoke to someone that clearly understands and speaks English. And possible dealt with customer service agents that actually could guide me with my problem. That was not happening with your current customer support. Anyone dealing with ****************** problems be advised, you will be dealing with a customer call center that is in another country, speaks and understands limited English, and you will get no where when transferred to a Supervisior because they do nothing as well. Still have yet to have access to said bill

  Business response

  11/18/2024

  Customer Ferry was already sent a copy of her bill for the account in question, but nothing is due on that account as we speak.  Now the customer is waiting for a new account that is currently pending for 11/16, which of course has nothing to do with the original complaint.  Thank you in advance for your assistance.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Phone/Internet line was cut on 11/9/24 at end of my dirt road & reported issue to Brightspeed. Cannot get here until 11/19/24. Have a school aged kid that needs internet for school & elderly father w/cognitive & mobility issues & need landline for 911 purposes. They refuse to send anyone out. Cannot make or receive ************* cannot complete school work. This is unacceptable as a human life is in danger as well as a kids education. Constant problems with internet since Brightspeed took over ***********. Zero help from tech or customer support.

  Business response

  11/12/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  November 12, 2024
  
  
  Re: ******** *********
  22540944
  Notice of Complaint Filed: November 11, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. *********** repair escalation request. Brightspeed never refused to send someone out. When she reported the outage, we created the repair ticket and gave her the soonest available appointment, which was 11/19. When a line is cut or damaged, a contractor has to repair and splice the line. 

  I was able to escalate the repair ticket for tomorrow, 11/13.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******** *********

• Initial Complaint

  11/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before COVID, Brightspeed (then ***********) said they were going to expand fiber internet to my neighborhood. COVID hit, I gave them *****, and still no Internet. Then Brightspeed was created to handle the residential accounts. I called and they assured me fiber was a priority and it should be in my area "soon." Do you know what happened "soon"? I found out it was in the neighborhood across the street--less than 1000 ft from my house. Now they're adding it to the new neighborhood next door. A new home will be about 75 ft from my bedroom. And I still can't get anything from them except "we care about all our customers and are working to expand our fiber network as quickly as possible." They refuse to provide a timeline, refuse to let me talk to someone higher, and don't even offer sympathy. I work from home. It's an untenable ************ make it worse, multi-day long system outages are increasing (Centurylink wasn't good about maintenance and most of the equipment is corroded). I only care about the fiber because my max Internet speed is 10 Mbps. Why is it so low? They over-expanded and don't have enough servers. They used to offer either 40 or 50 Mbps out here, but no longer can. That would probably be quite sufficient for my needs.And to add insult to injury, every time there's a network issue they harass me about my "old" modem. It's the only one they offered to sell me and it certainly wasn't my fault it was already 3-4 years old. (I can't buy my own modem because they'd never fix anything. They always claim the problem is inside. Once in 35 years that was true.)

  Business response

  11/13/2024

  11/13/2024
  
  
  Re: ***** ******
  Complaint ID: #********
  Date Filed: 11/10/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the availability of fiber service. I double checked to see if fiber was available. Unfortunately fiber services are not currently available at this location.  I attempted to call the customer. I left a voicemail advising fiber service is not available. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer response

  11/20/2024

   
  I am rejecting this response because:

  Brightspeed's insulting and insensitive response is insufficient. They did not address any of my issues or provide any more information than I get on a phone call with them.

   

  Do not close this case and do not allow them to continue to gaslight me with promises of faster Internet that they never intend to deliver. 

   

  None of this makes sense:

  --why won't they expand fiber into my neighborhood? I'm surrounded by Brightspeed fiber.

  --why do they refuse to give any sort of timeline?

  --why do they refuse to offer faster DSL? They used to.

   

  If the answer is there aren't enough people in my neighborhood, believe me, they will get customers back if they replace the equipment. People have been drifting away because of the frequent, long-term outages. They were so busy expanding for about 5 years they quit doing line maintenance. 

   

  Most people on different services are unhappy there. It's one of the reasons I've stayed and am clinging to hope. Again, I repeat: BRIGHTSPEED FIBER IS LESS THAN 1000 FEET FROM MY HOME. When they finish the new houses, that drops to 75 feet.

   

  This is an insane, unreasonable situation and I need help. That's why I was stupid enough to try contacting y'all again. All you do is shuffle messages back and forth. I've been doing that for 5 years! I need actual assistance in pinning those jerks down.

   

  
  

  Business response

  11/21/2024

  Brightspeed appreciates the opportunity to review the BBB complaint regarding the availability of fiber service. As previously advised fiber service is not currently available. We do not have a date about future plans. As far as faster speeds with the current copper setup, the customer has the fastest speed available. If at some point in the future fiber services are offered the customer will receive some type of marketing. There is no other information that can be provided.

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

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother's land-line has been out of service for over a month. First they called and said her internet had been repaired - never had internet service - ticket ******* - Sept ticket. New ticket made - ******* - October ticket - been scheduled - rescheduled - guaranteed repair - several times with no progress being made. Now the ticket says Nov. 12th for repair. They have guaranteed the issue would be resolved several times (10/30, 11/6) and nothing has happened. This is my mother - almost 92 years old - relies on her land-line because cell service is touch and go in that area. It is time someone does something to fix this problem. Once we were told the truck broke down and that is why the technician failed to show up. **************** works both ways, you should notify customers when appointments cannot be fulfilled.

  Business response

  11/18/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  November 18, 2024
  
  
  Re: ******* *******
  22538409
  Notice of Complaint Filed: November 10, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********* phone service outage. Brightspeed completed the central office switch repairs on 11/14, which restored the service. A previous agent issued a one month out-of-service credit on the account as well.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* *******

  Customer response

  11/20/2024

   
  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.
  

  I have heard from Brightspeed and the problem was resolved on 11/14/2024.  They issued a one-month cred it to her account but the outage was for 6 weeks approximately.  They just take way too long to fix issues.  We had an issue in the spring of 2024 and that also took weeks to resolve. Less than 6 months later we are stuck in the same situation with no phone service and nothing happening for weeks on the part of Brightspeed.  

   ******* *******

  
  Thank you. 
  

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello I have brightspeed for landline and internet service and have been without service for at least 3 months while continuing to receive and pay my bill. In the last 3 months Ive put in several maintenance/ work orders regarding the issue, only to be notified via cell phone text message the day of maintenance service that the problem/issue cannot be resolved at this time and that they are unaware when the problem will be resolved. I am requesting that a service technician actually come to the property to look at the problem to see if it can be resolved and services restored. I also would like a credit on my account for the months of service outage Thank you

  Business response

  11/21/2024

  11/21/2024
  
  
  Re: ***** *******
  Complaint ID: ********
  Date Filed: 11/9/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the phone and internet. Our technician was able to repair a cable and resolved the issue. The customer confirmed the issue was resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *.
  Brightspeed Customer Advocacy

  Customer response

  11/22/2024

   
  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

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/24 a car wreck disconnected our internet service by taking down a telephone Pole. The pole was promptly replaced that night by the city. We called to inform Brightsoeed our service was not working, we could see the line hanging, they needed to send someone from *********** to fix the situation. They sent out a tech, he did nothing but tell use the line was down and left. We call daily, Bright speed tells us a different reason ever time, as to when it will be fixed and to why they cannot fix it. They said theydont have techs, they said the pole was not replaced(replaced10/20/24), they said it was fixed(I can see the line from my window and I still have not received service), they told us we had to be there for them to fix it(we took off twice and waited all day Noone showed up) , they said we would receive update phone calls ***** calls or knows what is going on. I ask for a credit to my account so that I can close it. They say after it is fixed we will give u a credit, it we don't know when it will be fixed. I feel like I'm being held histage by this company. I am paying for a service I do not have and do not know when it will be fixed. They know say the earliest iy MAY be fixed is 11/23/24, but they don't know for sure. They are now citing extent of damage and parts issue, I can see the line hanging from the pole, no damage no part issue. The issue is theydint care because they have my money and will not clues my account or issue credit or refunds.

  Business response

  11/15/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  November 15, 2024
  
  
  Re: **** *****
  22533956
  Notice of Complaint Filed: November 9, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ****** phone and internet service outage. We repaired the damages on 11/11, restoring the service. We issued a 22 day out-of-service credit on the account.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: **** *****

• Initial Complaint

  11/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered internet service. Modem arrived late. Spent hours on the phone trying to get the modem connected, not resolved. Appointment offered two weeks from now.

  Business response

  11/12/2024

  November 12, 2024
  
  Dear ***** *****,
  
  I appreciate the opportunity to review the complaint that you submitted on November 8, 2024, regarding the modem installation.
  
  I was able to confirm the pending dispatch dated November 20th which we were able to escalate to November 7th.  All shows to be authenticating well now per the dispatch.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer response

  11/15/2024

   
  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. 
  

*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. ↩