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:12/22/2022

  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.

  Centurylink internet, which was bought by brightspeed. They tech said they showed up last time to fix the issues, they marked it complete and sent out a new modem. Helped but didnt solve the issue, now 6 months later still dealing with connectivity issues and no service techs, appointment is scheduled for a week out. Im livid, they are the only providers in the area at the moment, monopolizing off us and taking advantage of us.

  Business Response

  Date: 12/22/2022

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 1/20/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:12/22/2022

  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 CenturyLink and apparently now it has become bright speed. Every time I use my internet it would say internet not connected. I would have to reconnect it and later it would say it again on all of our devices. After two phone calls I was told that my modem was outdated. And that was the problem. The first time I called they told me too many things were connected to it and that I would have to go through the house and disconnect things off the internet to be able to stream a movie. So after being told my modem was outdated they offered to have me get a new modem at $15 a month. They also said to resolve our streaming issues I could set up a second line for a certain price and then I had to pay $99 to have a technician come out and install that line. The person I talked to on the phone set everything up told me I didn't need to pay a deposit everything was good and set up a date for the installer to come out. Set up for my modem to be sent and told me that I would be receiving it via ***** on December 20th. Our initial phone call took place on the 16th of December. I was also told I had to have somebody here between the hours of 8:00 and 5:00 on that day. My grandson scheduled to be off work so he could be here to let them in. Then I received an email going over everything I ordered what was going to be done actually six or seven emails. Nine text messages all telling me the same thing. On December 19th or 20th I received an email stating they needed to speak to me for more information before they could finish my order. After 2 days I finally got a hold of somebody who informed me that I have to pay a deposit of $25 and they've put a hold on my modems and installation until that's paid. I told them I would pay the $25 and they told me I have to pay my whole bill due that isn't due until January 4th because at $25 would go towards my bill and not as an actual deposit. I think it's pretty sneaky how they try to get money when you were told there would be no deposit

  Business Response

  Date: 12/22/2022

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 1/20/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/22/2022

   
  I am rejecting this response because:
  They have a 01/20/2023 as a complement date! Why a month to get this figured out. 

  Business Response

  Date: 12/23/2022

  Good afternoon,

   

  The customer's account is past due which is why the customer has been advised that the account must be current in order to order and have new services installed.  Once the account is current, the orders that have been placed will be released from hold and we will be able to proceed with the installation.  

   

  Thank you,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:12/22/2022

  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.

  We have been having recurrent internet outages for the last month or so. I contacted a representative at that time who said he thought the modem was bad and said watch to see if it continues. It has continued and occurs over and over throughout the days now if trying to use. I contacted brightspeed again on 12/21/22 and the person got it running again only for it to go out a little later same day. I contacted again in the evening of 12/21/22 and spoke to a woman who said it was our speed and I would have to go around the house and unplug any tvs or other devices in order for it to run without issues. So I unplugged tvs and made sure our cell phones were not using the home internet and this morning 12/22/22 it goes out again. In and out 4-5x today by 2:00pm with little usage. I spoke to a man at customer service this morning who had me do a speed test and internet went out trying to pull up the test. He determined bad modem again and said he would transfer me to get another modem. Upon transfer the person kept saying hello and presumably could not hear me respond only to hear laughing in the background and get hung up on. I called again and had to go through the whole process again with another customer representative who then transferred me to get another modem. The next gentleman went through questions and then transfered me to another gentleman. He ask questions and then transferred me to another. She determined it was the modem and then said it would cost me an additional $15 a month or I would have to pay a one time $200 for a new modem. She informed me I could not get a modem elsewhere. I informed her I am paying my monthly bill which includes internet and essential Home phone which shows the phone and modem on it. The modem I have is from many many years ago issued from them and it is now being discontinued because it is outdated. After a wait and speaking to a supervisor no compromise. My bill is paid to 1/3/23. Bill shows packaged service.

  Business Response

  Date: 12/22/2022

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 1/20/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint.  I do not accept this as a resolution but as a step in Brightspeed looking into the issue.
  
  Thank you. 
  

• Initial Complaint

  Date:12/21/2022

  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 was promised a modem to replace my current modem which is outdated. I called numerous times to be told the modem would be sent. It never came. I notated that on 12/7/22 I made the third call. Today, 12/21/22 I called again. These are the various numbers Ive been given to call: ************** option 1, *************, solutions **** **************. I was given this confirmation # for the modem they claimed would be overnight mailed 3 days ago **********. Today I was told this confirmation # doesnt match my account. I have also emailed a detailed explanation of my many conversations.

  Business Response

  Date: 12/21/2022

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 1/19/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/22/2022

   
  I am rejecting this response because:

  I previously signed up for internet service with Centurytel which changed to Centurylink. They are now BRIGHTSPEED. I contacted customer service because my internet was very weak and I was losing TV programs, and losing internet connections or nit connecting at all. I have called a half dozen times to try to solve this issue. In the first call I was told that my modem was outdated and they would send me another free of charge. It didnt come. I called again approximately 4 times to be told the modem would be sent, but it was not. One call the attendant said she had an error message that wouldnt allow her to order. She said she would contact her supervisor for help. I was disconnected but she had my call back number in case that happened, but she did not call back. When I called again I was told to call solutions, which I did. This representative also has an error message but said her supervisor would order me a modem through the back end. It didnt come. The next time I calked I was given a confirmation # and told the modem would be mailed overnight. It didnt come. The last time I calked 12/21/22 I was told that my confirmation # didnt coincide with my account #. I asked to speak to her supervisor. I was told that he was busy and could only do a call back. I gave her my number but I do not expect to hear from him.

  
  
  

  Business Response

  Date: 04/20/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mrs. **************************** In her complaint ***************** states that she was promised a modem to replace her outdated modem.  After various calls and being told that it was on its way, she states that it still never arrived. 
  
  Brightspeed regrets any inconvenience experienced regarding this equipment issue.  Once researched, I reached out to our technical support team on December 22^nd to confirm that a new modem was needed.  Once confirmed, a modem order was issued on the same day via *************.  I was also able to confirm that the service is authenticating well now and at the purchased rate. 
  
  My sincere apologies, I had not issued a response due to receiving a BBB response that this was closed as unresolved.  Not sure why it was closed this way, if what seemed to be the issue was that a modem was needed.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issue or inconvenience that *** have been experienced.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/21/2022

  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.

  Our **************** has been out since 11:00 pm December 9th. Every day we are informed through their mobile app that their technicians are working on it and that service will be restored within a 24 hour period. Each day we are given a new date and time which does not happen. When attempting to contact their customer service their automated responses do not allow for speaking directly to a company representative and the call is disconnected after going through their call menu. I rely on this service for my small business and this has completely crippled my income at the most crucial time of the year. Not to mention the loss of all of the paid online services subscribed to and unable to use due to internet outage.

  Business Response

  Date: 12/21/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 1/19/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:12/21/2022

  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.

  We have been with out internet service for weeks. Our speed dropped from 8 megabytes/sec to a dismal 100 kilobytes/sec. We have made many complaints and repair requests only to be hung up on, told all data was used, told there is nothing that can be done, or received a text saying it was repaired and still only downloading 100 kilobytes/ sec. Many hours have been spent with zero satisfaction. To top it off , my wife works from home and now has to drive an average of 100 miles/ day to go into a office. All of which is not reimbursed. The internet speed needs to work at the speed prior to Brightspeed taking over century link in October. There needs to financial compensation for their insolence and defective service.

  Business Response

  Date: 12/21/2022

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 1/19/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/22/2022

   
  I am rejecting this response because:

  the length of time will be too great. We are charged $65+ on December 14th and are unable to use the internet. The download upload speed is less than 200 kilobytes per second. 
  Plus within the past 48 hours we have been told a supervisor will call us in 2 hours. There was no phone call. And that it would be 24 hours before we will be contacted for our problem by a supervisor.  No one has called.

  By the time of your proposed response date we will be charged again for internet that is not useable. 
  This problem did not exist when the company was century link and only started when the service went through Bright speed. 

  Hours have been spent trouble shooting with your call center. There is no integrity to your customer service. We are told we will get a technician and nothing changes . We are told we will be contacted.  Nothing happens.  We are looking at greater than 1 month of internet problems and asking to wait another month is unacceptable. Especially since the company still charges us for unusable internet. 
  

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

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

   

  
  

  Business Response

  Date: 04/13/2023

  Brightspeed appreciates the opportunity to review the rebuttal filed by *****************. ***************** states that the issue with their internet did start until after the Legacy CenturyLink/Lumen and Brightspeed conversion of October 03, 2022. As previously communicated Brightspeed records show a completed dispatch on December 21, 2022, with closing remarks of no trouble found. Brightspeed confirmed that the purchase speed is up to 10Mpsb/750Kps and reflects high bandwidth usage due to over-utilization. The current bandwidth usage is near or at the purchased speed threshold. Brightspeed records show no line quality, provisioning, or cross-connect issues detected to date. The actual throughput speed of service depends on many factors, such as internet traffic, congestion or bandwidth, the distance of the location from a specific Brightspeed data equipment, viruses or spyware, server speed of the web sites connects to, traffic and congestion on the home network, and windows pc settings. Service via a wireless connection may not deliver the disclosed throughput speed or up to speed and will vary, mainly when multiple wireless devices access service. Uninterrupted or error-free Services are not guaranteed, and Brightspeed may limit speeds. Speed and availability of services are not guaranteed and may be limited by a variety of factors, including but not limited to the physical condition of the line and wiring at and/or inside the home location, service location, phone line qualifications, computer performance/configuration, and network/Internet congestion, each of these factors is outside of Brightspeeds control and, as a result, none are Brightspeeds responsibility. The speed(s) available at a location is identified during the ordering process. Service speeds disclosed are up to a specific download speed via a wired connection under typical circumstances within the Brightspeed network and at the location. Brightspeed will provision a line at the maximum speed it qualifies for within the speed range of the service selected. If any congestion is encountered, it is typically during peak usage hours between 7 p.m. and 11 p.m. local time. During peak hours, most Brightspeed residential customers are using the internet simultaneously, creating a more significant potential for congestion.

  Brightspeed regrets any continuing issues ***************** has about more credit. Though no trouble was found, as a courtesy, Brightspeed issued a Goodwill credit to satisfy one-month credit of $65.05 for the billing period, 12/22/2022, and service period December 2022 through January 2023. Brightspeed has given all appropriate credits, and no other credits are due. As of January 09, 2023, Brightspeed records show that the account was disconnected.

   

  Thanks,

   

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

  Customer Answer

  Date: 04/16/2023

   
  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:12/20/2022

  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 recently took over our **************** service from CenturyLink. The service is terrible. Our internet service went down on Dec. 8. They sent us a new modem but it won't connec to the internet. A technician determined that the problem actually lies in a relay switch in a junction box on the main road. He commented that Brightspeed does not maintain its equipment adequately. He was unable to repair the problem himself. The repair was scheduled for Dec. 15 and then put off until Dec. 19. It did not happen on Dec. 19 and I was not provided with any updates or information. It has taken repeated phone calls to finally establish that the repair has been rescheduled for today, Dec. 20, but I have no reason to believe it will take place. This is a rural area with a low density of customers, but there are numerous other households affected by this outage. However, because there is no other internet provider in the area, Brightspeed apparently has little motivation to fix the problem--they know we can't switch providers, because there are no others. Our internet has now been down for 12 days. I have been relying on my cellphone to access the internet during this time, but I will soon run out of data and will be forced to purchase more. I would like to know what pressure can be brought to bear on Brightspeed to live up to their promises of "fast, reliable rural internet service."

  Business Response

  Date: 12/20/2022

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 1/18/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/21/2022

   
  I am rejecting this response because: Brightspeed now informs us that our internet service will not be restored until Dec. 17--if then.  That will be nineteen days without service. I can't see how resolving this problem by Jan. 18 is going to help!
  
  

  Business Response

  Date: 01/23/2023

       The posted outage was not specific for a particular service. The Repair Escalation Team open Ticket Number ********* Was created on 1/20/2022 for 1/20/2022.

       The customer cancelled the ticket and replied to us that the service was working.

       An out of service credit in the amount of $105.39 and ************* placed a credit for $85.03 for the six weeks that the customer was out of service. The total credit was for $190.42.

  Thank You,
  *******************

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of ********************** phone company and Brightspeed took it over at least in my area. I have had recurring problems in the past with service even with Century Link and it has continued with Brightspeed. The problem is and was I keep getting static on the line even to the point I cannot hear the other party I'm commnicating with. Century Link fixed it and it worked fine for a while and it started again and Brightspeed fixed it again. Now it has started again and they came out to take care of the problem but after them telling me it is fixed all I get is static on the line with no dial tone at all. I cannot use my land line phone at all. Whenever I try to work on line I can never get an answer or actually get to speak with someone. I'm not trying to create a problem but I want the service you should be able to expect from any phone company. I would like for someone to call me instead of text messages or on line help that does not fix the issue.

  Business Response

  Date: 12/20/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 1/18/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/21/2022

   
  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 provided they follow through with their commitment

  
  
  Thank you. 

  
  

  Customer Answer

  Date: 01/24/2023

   
  I am rejecting this response because: I filed a complaint with the BBB about 4 to 6 weeks ago and you had someone call me within a few short days. Thank you for that. They came out and did a temporary fix on the problem which has resumed. They said it could take until March to do a permanent fix. Since then the problem has come back with a vengeance and won't go away. I cannot get anyone to speak with through on line contact so I'm hoping you can help. Their online help is of no value. I don't feel like I should be paying a monthly fee for something I cannot use.  

  Contact by the business; Store credit  
  

  
  

  Business Response

  Date: 04/20/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************************  In his complaint he states of chronic phone service issues.  ****************** advised of static on the phone line to the point that he cannot hear the other party on the line. 
  
  Brightspeed regrets any inconvenience experienced by *******************  Our technical support team was able to contact ****************** on December 20^th and scheduled a repair dispatch for review for December 21^st.  After this dispatch, we received a response rejection from ****************** due to only a temporary fix and then the problem coming back worse than before.  I reached out to our technical support team once again for review.  On February 2^nd, I was notified by our repair department that the service issue was resolved.  Our technical support team spoke with ****************** on February 2^nd and confirmed that the service is working.  It was also mentioned to ****************** that we will be replacing cable sections and it could take a few months to complete, and that the static *** come and go during these repairs.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/21/2023

   
  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.  And on another note, they may have fixed the problem already as I've had no problems since the last complaint even though we've had several rains since then.  Hopefully, this problem is gone forever.
  
  Thank you. 
  

• Initial Complaint

  Date:12/19/2022

  Type:Customer Service 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.

  My new construction home address is ***********************************************************************. I will be moving into this new home next week, along with my 88 year old mother. It is a rural area, internet is crucial to our well-being, and vital for my employment from home. I began communications with Brightspeed, in an attempt to get an internet account for this address, on 11/7/22. There is a fiber emerging from the ground at the point where my driveway meets *******************. The fiber housing is labeled CenturyLink, and I understand that companys accounts in this area were bought by Quantum Fiber, and subsequently by Brightspeed. I have two neighbors who originally had internet accounts with CenturyLink, and are now served by Brightspeed, via connections to that same fiber at the end of my driveway. Each neighbor's house is substantially farther away from that fiber than mine is. Their addresses are:6101 ****************************************************************** ********************************************************************** Again, these neighbors CURRENTLY receive internet from the Brightspeed-owned fiber at the end of my driveway.I have called the customer service number at ****************** at least 6 times since 11/7, in an attempt to get an internet account with Brightspeed via that same fiber that is currently serving at least two neighbors houses. I have been told by various Brightspeed representatives whom I reach that:Fiber is available at ********************************** (11/11)It will take ************************************************* our system (11/11)there is no service available at this address (11/17)I will place a fiber order for your address, it may take weeks to months (11/17)My supervisor is in a meeting and will call you in 1-2 hours (12/17.no supervisor has yet to call me)You have already waited a long time, I will escalate your case and assign a specific engineer, resolution will take **** days at most, and you will receive a credit on your first bill because of all this trouble and how long youve had to wait (12/7)We have to wait for the people who make decisions about adding this address. It could take 4 days, we are going to help you. (12/12)The only option we have is to wait. I will send an email to another department, but I cant tell you what department that is. I have no time frame. (12/16) I cannot fully express the degree of frustration and disappointment in this company that I feel. This is the ONLY internet provider in this area. These representatives HAVE verified that Brightspeed is currently serving my neighbors, through the fiber at the end of my driveway. It is there, and I can literally see the cable. And I am told, in effect, anything ranging from there is no fiber there to we just have to add your address to our system and then you will be connected. How complicated of a process can that possibly be? It is hard for me to accept that my only option is to wait, for an indeterminate period of time. I have been unable to find any contact numbers or email addresses for any company representatives except for the customer service contact number and website chat. It is clear each time that I have reached a call center, where employees have limited scripted responses, and they have been unable to have a real conversation with me about why it has so far been impossible to initiate an internet account for my address.

  Business Response

  Date: 12/19/2022

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 1/17/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/20/2022

   
  I am rejecting this response because:
  

  I have not been contacted by Brightspeed at all, other than an email stating that I have been assigned a customer advocate. Having initiated my attempts to get internet via Brightspeed on 11/7, I expect some explanation of why I must wait two months and ten days for service, and I expect to know what the intended resolution will be. As can be seen in the attached image, the fiber, labeled and previously owned by CenturyLink, emerges from the ground at the bottom of my driveway. It has previously been acknowledged to me by Brightspeed representatives at the customer support phone number that the company is aware the fiber is there, and that it is functional, and that a line can be run to my house as soon as my address is "added to the system." I have been told that will take one day. I cannot fathom why it will still take almost another month to "add my address to the system" and run a cable. Unacceptable customer service.

  
  

  Business Response

  Date: 01/12/2023

  Brightspeed appreciates the opportunity to review the issues or concerns about the complaint that has been submitted by *******************. In the complaint, ******************* contacted Brightspeed about Brightspeed Fiber Internet availability. ******************* has a newly constructed home at ************************************************************************, and has been trying to install the Brightspeed Fiber since November 11, 2022. ******************* stated that fiber is emerging from the ground at the point where their driveway intercepts at *******************, labeled CenturyLink, and recently converted over to Brightspeed. ******************* stated that two neighbors initially had internet with Legacy CenturyLink and are now served by Brightspeed to the same fiber, which is substantially further away from the fiber than her address. **************** supplied the following addresses: ************************************************************************* & ************************************************************************. **************** stated that they called the Brightspeed customer service number one or more times since November 7, 2022, trying to get a Fiber account.

   

  Brightspeed regrets any issues regarding *******************. Brightspeed records indicate that ******************* had filed a complaint with the Better Business Bureau (BBB). A Brightspeed Customer Advocacy ******************** case manager managed the same case that concerned the availability of Brightspeed Fiber. Brightspeed Fiber Engineering teams confirmed the address was added in 2018 to work off a fiber FD627 device, and ******************* should not have any issues getting fiber. However, Brightspeed Fiber Success Team (FST) confirmed that ******************* could not order Brightspeed ************* at this time due to the address not being loaded into ******, and the address was closed off in the buyflow. Brightspeed Network ************************** Team built the address and loaded the address in ******, and adjusted the polygon, which now the address qualifies for service at brightspeed.com. FST confirmed they contacted ******************* and walked them through setting up an account via the buyflow.

   

  Brightspeed acknowledged ************** concerns and apologized for any issues or inconveniences that *** have been experienced.

   

  Thanks,

   

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

  Customer Answer

  Date: 01/15/2023

   
  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:12/16/2022

  Type:Billing 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.

  *see attachment

  Business Response

  Date: 12/19/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 1/17/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group