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BrightSpeed complaints

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1120 South Tryon Street, Suite 700
Charlotte , NC 28203 | Get Directions

(833) 692-7773

http://www.brightspeed.com

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Total Amount in Dispute:
$1,643.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

17 complaints against BrightSpeed closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
17	Unanswered

17 complaints against BrightSpeed

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4/10/2024

RESPONSE: Complaint was not answered Amount in Dispute: $59.77 Amount Settled: $0.00

Customer Complaint

3/15/2024

I called in Feb 14th and got his phone service discontinued. I have the confirmation email of service to be discontinued and when you attempt to call his number it is also discontinued but they charged his account for March. I tried to call and they wouldn't speak to me although I have called numerous times and should be on the account as an authorized person - and I told them they don't need authority to fix their mistake but she kept saying it's company policy - Resolution Sought The money returned and never to be billed again from them.

3/19/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/22/2024

I lost Internet service on Friday February 16th @ 9:35. I called brightspeed to inform them of my non service however they state they are only available Monday-Friday from 8-5. There automated would not allow me to speak to an actual person and continued to hang up on me each time I called. I then went to there website which stated they have chat support 24/7 but after many attempts to use this service it continually failed on me. After many hours of the same via phone and their internet chat service continually cutting out on me I gave up. Saturday morning February 17th starting at 8:35 I tried again to connect with bright speed via their automated system get in the same response it continually hanging up on me. So I've been went back to their website and once again tried using their chat support. After many attempts of it not working I finally was connected to a virtual agent. However the first virtual agent even after asking me for my phone number in case of a disconnection so they could reach me which I provided them with my chat service disappeared from the screen. So I tried again to start another chat I continue to do this with 10 different people each time having to start the conversation all over again from the beginning and each time the chat disappearing after spending 6 hours of my Saturday trying to get someone to assist me I gave up each time I started a chat with someone new because I was never connected to the same virtual agent that chat disappeared. Resolution Sought They are an internet company they should have customer service support 24/7 I have spent a total of over 10 hours trying to get help from brightspeed to get my internet reconnected it is now Monday February the 19th I still have no internet and after finally reaching their customer service this morning was told that they would not have anyone out to my home until Thursday that will put me 6 days without internet that means I have no security system no computer access and no television, unaccepta

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