ComplaintsforBrightspeed

• Initial Complaint

  11/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Brightspeed disconnected my paid in full account on 11/23/2024 and has refused to restore, respond or dispatch to restore my paid for service.Please warn other consumers and businesses mnot to do business with Brightspeed!!

  Business response

  11/25/2024

  November 25, 2024
  
  Dear Mr. ******* ****,
  
  I appreciate the opportunity to review the complaint that you submitted on November 24, 2024, regarding the service issues.
  
  I found that my director contacted you over the weekend and was able to have a technician out this morning to resolve the service issues as confirmed by you earlier this morning.  An account credit was also issued to the account effective today for the service inconvenience.  I have also emailed you directly with the credit amount and you can reach out to me directly with any questions.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer response

  11/26/2024

   
  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

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our account (open by my wife ******* who is the account holder) was being given a free upgrade in hardware/service, we went through the process to receive an upgrade and a reduction on our bill. When it came to the part for billing, we were told that we could not unless we went paperless and put a credit card on our account. We have been paying our bill via hard copy through the **** and have been faithful customers without missing a payment. Our choice as a consumer was to remain without putting a credit card on file as we feel our past reputation as good customers was good enough. When asked to speak to a supervisor, we were put on hold then told that we could not participate in the companies upgrade unless we have a card on file and not get a hard copy bill anymore. I also asked why they were willing to loose customers that did not want to have credit cards on file and wanted to remain having hard copy bills? They explained that those customers would no be getting any free upgrades to their service unless they conceded. At this point there was no new explanation on why, and instead of waiting another 45 minutes going nowhere in a conversation we ended the call.

  Business response

  11/20/2024

  November 20, 2024
  
  Dear Mr. ********* **********,
  
  I appreciate the opportunity to review the complaint that you submitted on November 19, 2024, regarding the fiber service upgrade and autopay/card on file requirement.
  
  I would like to apologize for any inconvenience, we sincerely appreciate you for being a customer.  Our new fiber upgrade services that you were offered have been designed as an autopay option only for the time being. If this changes in the future, we will be sure to advertise any changes as needed.   
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been without landline phone service since late August. I first called Brightspeed September 9, 2024, to report the problem and have it repaired. I have gotten repeated appointments scheduled, with almost daily text messages moving the appointment to the next day or the next week, however it never gets repaired. On November 18, over two months after first reporting this problem, I received a message that someone would come between 9:30 am and 1:30 pm. No one came. At 4:03 I received three texts. The first stated that the technician was on his way. The second said he had arrived. The third stated that the service had been completed. No one ever came, nothing has been repaired. I called yet again, but was unable to find out more information or explanation as to why this has taken place. Their only suggestion was to start over again. It is crucial that I have this landline since cell phone service in my rural area is very unreliable, and almost non-existent indoors. I have a record of all calls I have made, texts received, and other related information. Any help will be greatly appreciated.

  Business response

  11/25/2024

  November 25, 2024
  
  Dear ******* *******,
  
  I appreciate the opportunity to review the complaint that you submitted on November 19, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  The original pending dispatch was escalated and worked by our technician on November 21st.  The technician was able to resolve the service issues as confirmed by you with them. Credits have also been issued for the service downtime.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - Customer Advocacy Group
  

  Customer response

  11/25/2024

   
  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

  11/17/2024

  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

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They interrupted my internet service on Wednesday the 6th. When I called them they said it would be back on within 24 hours because they were working on it. It has now been 8 days. I have called them everyday. They keep telling me they are working on it and we'll have it done by 10:00 at night. This has gone on for 8 days. I want them to turn my service back on because I work at home. I'm very frustrated with this whole deal. They promised they would adjust my bill but that does not help me get my work done. I also would like other people to know what poor quality this company is!

  Business response

  11/19/2024

  Dear ***** *****,
  
  I appreciate the opportunity to review the complaint that you submitted on November 14, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  I found of an area outage that was service affecting and pending for resolution for November 15th.  We were able to confirm a working service with you as well.  A one-month service was also issued on November 13th.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have a business in ********************* and they have our phone service. Out of the last 6 months we have service for maybe a month. We have complained to them, they put you on hold and say they will be here and never show up and when they do come out they never fix anything. Our customers have tried to call us and they think we are closed. The phone doesn&#**;t ring. The phone is full of static. We have lost money having these phone issues. I&#**;m tired of the lies and missed business because of it. Just now we can call out.We would like for them to repair our phones and to repair them permanently and credit on our phone bill for service we have lost.

  Business response

  11/20/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  November 20, 2024
  
  
  Re: ***** ******
  22555698
  Notice of Complaint Filed: November 14, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding their chronic service issues. Upon further research, we completed the cable repairs on 11/14, restoring the service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ******

• 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:

  Product Issues

  Status:

  Answered

  More info

  We did not file this within a year because we did not know their was an issue. We canceled brightspeed services in September 2023. We returned their modems and received confirmation.. however we recently found out by credit bureau that brightspeed continued to charge us and sent our bill to collections. I have tried multiple times to contact BRIGHTSPEED, all calls to go to management or customer service go nowhere in regards to this use. I believe this has happened to more families and is a huge scam.

  Business response

  11/20/2024

  11/20/2024
  
  
  Re: ***** ****
  Complaint ID: ********
  Notice of Complaint Filed: 11/11/2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. After reviewing, the charges were not related to the modem but was the last month of service. The customer's last payment was on 7/28/2023 which paid for billing cycle 7/02/2023-8/01/2023. The customer cancelled service on 8/24/2023. The disconnect order completed 9/01/2023. So the last months charges for 8/02/2023-9/01/2023 were not paid. That is the *****. This amount includes $18 late fee and the last months charges of 73.26.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *.
  Brightspeed Customer Advocacy

*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. ↩