A recent experience with Brightspeed’s customer service for fiber internet installation proved incredibly frustrating. Account number 20024**** was established, and a technician appointment was scheduled for Friday, January 10, 2025. Upon arrival, the technician stated that installation was impossible due to incomplete network terminal installation in the building. He assured me that Brightspeed would reschedule.
On Monday, January 12, having already disconnected my previous internet provider, I contacted Brightspeed to inquire about rescheduling. I was informed that the engineering team would contact me within 48 hours regarding case number CS0183****.
Nearly 48 hours later, with no contact from Brightspeed, I called again on January 14. I was told I would hear back by the end of the business day. The next morning, still without contact, I called again. A representative in the pending accounts department stated she was escalating my case to her supervisor for a response within a couple of hours, promising a follow-up.
Once again, no callback was received. Consequently, I canceled the service this morning. While no financial loss was incurred, considerable time was wasted on phone calls and a lost workday for the initial technician appointment. Communication with at least seven Brightspeed representatives proved futile, with none able or willing to provide assistance.
This experience highlights significant shortcomings in Brightspeed’s customer service, ranging from unhelpful to dishonest. Potential customers are strongly advised to consider alternative providers.
