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:01/06/2023

  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.

  This is bright speed to tell you the truth I want to *** them for the none since they are causing their customers. They took over CenturyLink the wrong way they should have been able to fix the problem at the customer's home and given the right numbers to call. An example I needed my internet fixed several months ago and pretty much to this day it is not fixed because they have no one to fix it but they want their money why pay someone for a service that they can't fix or do right by the customer? When I called them they were to send me to tech support but guess who I got another customer from ********* going shopping for food and he thought I was bright speed because he was having trouble with them as well excuse me now customers are supposed to help other customers when did we start working for them we don't get paid for that. I am about to get a lawyer and *** them I am so tired of the *** I am not going to pay them that much anymore until something gets done. I am also looking for a new internet. If they try I have witnesses and evidence against them so we can go a good way or it may not be good for them. My neighbor just changed from them two weeks ago and I am about to follow in his steps. They put it on my credit report or etc I will fight them tooth and nail and I will win because of the witnesses and the evidence so I want something done to this company for making it so bad for their customers I know here soon I will be changing too. What a shame of a company it went from bad to worse.Thank you for your time and do something about them, please. Don't expect me to pay for poor quality.

  Business Response

  Date: 01/06/2023

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 2/4/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/11/2023

   
  I am rejecting this response because: They have showed me in just two days ago they are not doing their jobs. I never asked them to be paperless and I wanted to know why I want getting a bill and without telling me they put it paperless. I had never asked them to do this, so it is their fault of the amount they have. Also, they are unable to fix their equipment pretty much told me they couldn't fix it, so I am not paying for halfway working internet. I am paying you for a product that works and not halfway. They also instead of sending me to tech person sent me to another customer that was having the same problem. He lived in Louisianne I live in ********** ** that is a lot of distance between the two he thought I was Bright speed and I though he was to come on now the customers have to help each other now and we don't get paid for that either. Come on they really didn't think too good into this when they did this change. I want things fixed that is what I want.

  
  

  Business Response

  Date: 01/25/2023

  
  Thank you for your time and patience while the customer's complaint has been reviewed and investigated.  After an in-depth review and investigation it has been found that the service being provided to the customer is not the issue that the customer described in the complaint.  *********** is being provided at full purchased speed and there are no line issues found at the *************** to the serving terminal, or to the customer's home.  Please review the information below for the full investigative report and company's position.
  
  The original customer complaint and complaint summary documenting the resolution for ***************************** are included for your review.
  
  Case Manager Name: ***************************
  Case Number: 52886675
  BTN/BAN: 464577133
  Internet Technology: Copper
  Internet Speed: 25Mbps VDSL
  Date Received: 1/6/2023
  Date Resolved: 1/24/2023
  Service Address: ******************************************************************* 24176
  
  Primary Complaint: Repair - All Others
  Sub Complaint: Chronic Problems
  Resolution: Educated Customer
  Root Cause: Other
  Other: Over utilization/19 devices/13wireless
  
  Complaint Summary:
  Issue: The *********************** (CAG) received a complaint from the BBB on behalf of ***************************** regarding her internet services not working to her satisfaction and being transferred to the wrong number. The case was received on 1/6/23.
  
  Findings/Resolution: When the case was first received the account was reviewed and found that the last repair ticket the customer had on the account was in March of 2022. The customer's internet data/statistics were then reviewed to determine the best course of action. It was found that the customer is on a single pair 25M VDSL transport and all line readings were green across the board with no indication of issues with the service. The records indicated that the customer was at high bandwidth utilization 7 out of 7 days and is showing 20 devices connected to the network with 13 of them being wireless connections. Based on this information, the service was determined to be working properly, however an email was sent to a repair specialist with the executive repair escalation team to review and to determine if a repair ticket should be issued. On 1/10/23 they reviewed real time statistics and data and concluded that the service being provided is proper and that the customer's issues were based on the number of devices and the devices being used at the same time. They found no line issues or reports of issues from other customers that would be cause to dispatch a tech. The specialist then tried to reach the customer to provide the information and to go over usage strategies but no answer was provided.
  
  The information found with this investigation is the same results found during a recent FCC complaint case that was received in November and the customer was also advised at that time, the issue is not the service that is being provided, but the number of devices being used and the bandwidth capabilities of the service. Based on all findings and information provided, no other action has been taken at this time.
  
  Please let me know if you have any questions.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/25/2023

   
  I am rejecting this response because: they are not telling the truth they never came by my house to fix any problems with it. They want to fix the way it comes in I don't care what they say how good it is at their end. They are not at my house seeing how it works here are they? NO! They are not and to say a right out lie to get themself out of trouble I don't think so. Like I said before I have evidence that they are no better than century link they are really worse. Like I said to them and in a letter, I want to have to worry about this at some point next month because I am looking for a new provider and will be leaving them as soon as I find them. I was throwed to bright speed without my say with century link I feel like I was throwed out like a piece of trash and didn't have a say in it at all. How cruel of a company I been with them over four years and get treated like this is just pure wrong. I am not going to pay for something that halfway works, and they want fix it. Like I said they are not at my house so how do they know in that means they are just like century link when I had to beg them four six months to fix it and when they finally came down here lighting had run in on the system took me six months of begging I will never do that again. I also saved that piece in case anything like this ever happened again. Guess what it looks like it is they keep saying its fine when it is not fine. So as a customed I am so mad with them right now they claim they had training well they sure don't show it. I have had my fill of this game playing.

  
  

• Initial Complaint

  Date:01/05/2023

  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 experiencing an internet issue since November 8, 2022. I contacted Brightspeed to schedule a technician to check the lines. Since then Brightspeed has changed my appointment date over a dozen times, sent me texts claiming they had resolved the issue on their end, and told me that a technician has been out three times. I have never seen any improvement to my internet service; never seen a technician, and today, 1/6/2023,after a tech was supposedly sent out, drove down the road to where the main internet equipment for this area is housed, to see if a tech had been there. It rained yesterday so fresh tire tracks should be noticeable, which they were not. I do not feel that Brightspeed is being truthful about sending out repair technicians, or about whether or not repairs are being made.

  Business Response

  Date: 01/06/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/3/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/09/2023

   
  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, if they actually attend to and resolve the issue.
  Thank you. 
  

  Customer Answer

  Date: 02/06/2023

   
  I am rejecting this response because:
  

   Complaint ID: ******** - Company did not address the dozen times between **** and 11/28 that the appointment was re-scheduled, nor the fact that they said a technician was being sent out and no technician was present.

  
  

  Business Response

  Date: 04/12/2023

  According to the records on the account, the customer had a trouble ticket on 11/29/2022 and the ticket was closed on 12/28/2022, switch issues.  *********** is working.
  
  Another trouble ticket was placed on 12/28/2022 and the ticket was closed on 1/5/2023 no trouble found, service is good, pair is clean.
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  Sincerely, 
  
  ***********************
  Case Manager

  Customer Answer

  Date: 04/13/2023

   
  I am rejecting this response because: every speed test available that I have checked shows nowhere near 6 MBPS, and you have been using the bandwidth exhaust excuse for 10+ years now. the government gave CenturyLink/Brightspeed several million dollars to improve rural internet, but apparently you are squandering it somewhere.
  
  

  Business Response

  Date: 04/19/2023

  The customer has 6M and is getting 6M. This is the fastest speed available. The device the customer works out of is at full capacity. Customer *** experience slow speeds, packet loss and latency during peak hours.
  Brightspeed currently does not have any upgrade projects for this area. 
  
  6. AVAILABILITY OF AND CHANGES TO SERVICE.
  A. Service and Bandwidth Availability and Speed. The Service you select *** not be available in all areas or at the rates, speeds, or bandwidth generally marketed, and some locations *** not qualify for the Service even if initial testing showed that your line was qualified. We will provision qualified HSI Service lines at the maximum line rate available to your location based on our standard line qualification procedures, unless you have selected a level of service with a lower maximum line rate. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device ************************ to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factors. We make no guarantees or representations related to download or upload speeds. We and our suppliers reserve the right, at any time, with or without prior notice to you, to restrict or suspend the Services to perform maintenance activities and to maintain session control. We assume no responsibility or liability for interruption of the Services or Service performance differences.
  
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  
  ***********************

• Initial Complaint

  Date:01/05/2023

  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 have become a customer of ****************** when they bought out Centurylink. We have poor connectivity issues as a norm. We live very rural. On December 7, 2022 we lost connectivity. We had a very weak connection on the 21st and 22nd but nothing otherwise. I have called, messaged, and 'chatted' numerous times since then. As of today (four weeks later) we still have no internet. According to the information I have been given we have an area wide outage and 'technicians are aware and working on it', it will always be fixed the following day at a certain time. You can not get any answers to believe. The customer service reps obviously don't know anything and are reading from a script to placate us. I have called, messaged or used the chat feature nearly everyday. All I want to know is what the outage is and what is the (real) projected fix date. As a paying customer I deserve answers and the service restored that I pay for. This affects all of us that use Brightspeed in this section. I have been told I will be refunded (we will see) but what I need is my internet service and customer service that will actually know something.

  Business Response

  Date: 01/06/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 2/3/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/09/2023

   
  I am rejecting this response because:
  I have not been contacted by this representative.  I also will need to be reimbursed for the complete time I was without internet.  Internet was restored on  1/6/23 after four weeks and two days without internet and without communication that was accurate or true from the company. 
  

  Business Response

  Date: 01/13/2023

  Brightspeed has completed a review of the complaint filed by Ms. *********************** regarding a recent outage. Our records indicate a mass outage was detected and cleared as of 1/5/22. The outage was caused by a hardware issue in which the technician had to replace a unit to restore service. 
  
  Please note an out-of-service credit has been applied for the time the customer was unable to use the service.
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
   
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** ******************
  

• Initial Complaint

  Date:01/04/2023

  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.

  When Century Link decided to outsource their internet services to Brightspeed, the decent service that held them together up until then was tossed away. Customers are now facing absurd repercussions such as incompetent and rude customer service agents who often can't provide quality help, or even worse, don't speak English well enough to comprehend understandable conversations. Surprisingly, even these customer service agents might not have access to better internet services than what they offer customers -- another indicator of the inefficiency of this company. In my case's specific situation, I was already down one week of internet service before being told it would be two more until I got back online. This sort of negligence has very real consequences for people like myself who work from home in government-related business; suddenly being left without an internet connection could have dire consequences in certain cases. Brightspeed needs to get their act together quick and improve the services they offer customers before any more irreparable damage is done. Someone at Brightspeed needs to answer for this horrible service and someone of leadership authority should be making a phone call to apologize and make good on this absurdity.

  Business Response

  Date: 01/05/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 2/2/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/05/2023

   
  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:01/04/2023

  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.

  Our internet went out on 11/28. My husband called *********** support and was told someone would be out to fix our problem on 12/13. We never saw a technician. On 12/14 the problem was still occuring. I called BirghtSpeed support and was told that our modem was not working and that we needed to buy a new one. I requested that support send me a modem and was directed to visit ******* or Best Buy to purchase the modem myself. I purchased a refurbished century link modem online and installed it on 12/23. Once the refurbished modem was installed a speedtest showed that we had download issues. Upload speed was fine. Support was closed. My husband called support 12/27 and was informed that our modem was out of date and we needed to purchase a new one from Birghtspeed for $15/month. We purchased the modem and installed on 1/3. After installing the new modem a speedtest continued to show that we had download speed issues. Only 1 device was ************************ to the new modem. Support worked for an hour restarting and troubleshooting. I believe they hung up on me, but our connection could have been dropped. They had the number I was calling from and did not reach back out, which is why I believe they hung up on me. Support was closed so I couldn't call back. On 1/4 I reached out via Chat to support and was informed that my account had been flagged for high usage and it was suggested that I upgrade my plan to a higher usage. At the time of the support chat there were no devices connected to the new modem. I just want the problem fixed. I've done everything support has suggested, including leasing a new modem.

  Business Response

  Date: 01/12/2023

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 2/9/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/04/2023

  Type:Sales and Advertising 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.

  We have had ongoing issues trying to update info with CenturyLink, now Brightspeed and have spent countless hours on the phone being forwarded to a new number/person. Most recently set up a service appt for very slow internet, and received an email stating service was complete yet we never had a service tech show up. Was also told tech would be bringing an updated modem as ours is apparently outdated, and now more calls to get a modem. Also, paying almost double what neighbors are for same internet service.

  Business Response

  Date: 01/12/2023

  Good morning,
   
  will be the Case Manager assigned to this issue with 2/9/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/03/2023

  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 November 2022 I signed up online for fiber optic internet installation and service at brightspeed.com and paid for the first month of service in advance as required. I arranged for service to be installed on December 1, 2022. No technician arrived on Dec 1, and numerous online chats in the course of the day with representatives informed me "don't worry, they are coming." I followed up in the coming days with brightpeed and they informed me the technician on Dec 1 had had an emergency. They scheduled me for installation on December 5. A technician arrived, and after investigating the situation he informed me the that brightspeed had neglected to get permission to cross a neighbor's driveway and the installation could not take place that day. Since then I have not heard back from brightspeed and have been unable to speak or chat with a live representative. Meanwhile, they are charging me $105 a month for five optic internet that has not been installed.

  Business Response

  Date: 01/03/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 2/1/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/03/2023

  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 neighbor attempted to transfer their internet service to us on 7/20/22. We were told by CenturyLink that the transfer was successful. At that time, I put my credit card information on the account since we were told we would have internet shortly. We waited a couple of weeks and the internet continued to not work. I reached out to CenturyLink and they let me know that the transfer was not done correctly and they would mail paperwork to finish the transfer and to expect the paperwork within 10 business days. The paperwork never showed up and I started to get charged for internet that was not working. I called again and asked for the paperwork again - it again did not show up. I called for help at least one other time with no resolution, even though they said the work had been done and internet should be working. Centurylink then changed to Brightspeed during this time. I then called for help to Brightspeed and was told that the transfer was SO messed up that it was not save-able and the account needed to be cancelled. However, they didn't do the transfer right, so while MY credit card was being charged - only my neighbor was authorized to cancel the account and stop my card from being used! My neighbor and I finally were able to call on 12/13/2022 and cancel the account. We were reassured the account was cancelled and that my credit card was removed. I was told I would receive a call in 3 business days to get my refund for my bills from August 2022 to present. However, I never received a call and today, 12/19/22, I was charged AGAIN. I have now been on the line with Brightspeed for nearly 1 hour! They will not give me my money back - to my credit card - because I don't own the cancelled account! Even though my neighbor gave authorization last week for my money back. I am out hundreds of dollars for services not rendered. If it is not resolved by this morning, I will have to resort to placing charge backs on all the charges and I did notify Brightspeed of this.

  Business Response

  Date: 01/04/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 2/1/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Business Response

  Date: 01/04/2023

  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *******************. In her complaint ************** states claims that she has been charged for a internet service that had not properly transferred to her home and never worked. She attempted to get help multiple time with resolution. Her credit card was being charged monthly for the service and she requested a refund.
  Brightspeed regrets any issue regarding Ms. ****** order transfer and her billing/payments concerns. Our records indicate this matter has been resolved. All credits have been issued and the payments have been backed out and would be returned to her card.
  Brightspeed acknowledges the Ms. ****** concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  Amber ********

• Initial Complaint

  Date:01/03/2023

  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.

  Hi, an agent decided to waste my time. Once I saw in chat that he was not a competent agent, I immediately asked for a supervisor, but this guy stalled me which caused me issues with my phone since I am having trouble keeping it charged. He took up much of my battery power by wasting my time and stalling as much as he could before getting a supervisor. I simply wanted to know why the connection speed has been almost nonexistent. I have checked the speed test which shows .05 mbps. This agent was a waste of my time when he had me repeat two things in which I had already told him in chat. There is nothing worse than bad customer service when things are already going bad. It is like a double issue all of a sudden causing further emotional distress and anger because they dont listen or understand simple basic things. I have to be behind on everything and I have lost much money over this issue because I cant work. Apparently this guy made up some silly story just to try to get rid of me and prevent me from seeing the supervisor. The supervisor said there was a line issue, while he made up some silly story. With all of that out of the way, I have to wait 6 days for a tech to come out and fix the line which means I will lose more money. I have screenshots of the agents wrongful actions against me if needed

  Business Response

  Date: 01/03/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 2/1/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/02/2023

  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 had fiber internet on contract with Lumen Technology until roughly September of this year. I went to re-new my contract (with, of course, a price increase) only to find they will no longer support the fiber to my address. I had e-signed the new contract to put in place but somehow they had it revoked. Now, the billing had quadrupled in price because I'm month to month but can't re-new a contract at all. I already have the equipment and the necessary hardware in place. Do not understand that!! Instead, they pass me off the Brightspeed, who they say is taking over service. Brightspeed only offers DSL (Not Fiber) which is 1/10 the speed.

  Business Response

  Date: 01/04/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 2/1/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************