A recent customer shares a deeply negative experience with Brightspeed Internet Customer Service. After signing up for fiber internet service with account number 20024****, the scheduled installation on January 10, 2025, was unsuccessful due to incomplete network infrastructure at the customer’s townhouse building. The technician stated that Brightspeed would reschedule the appointment.
Following the missed appointment, the customer contacted Brightspeed on January 12th to inquire about rescheduling, having already disconnected their previous internet provider. They were informed that the engineering team would contact them within 48 hours regarding case number CS0183****.
Despite waiting over 47 hours, no contact was made. A subsequent call on January 14th resulted in another promise of contact by the end of the business day. Yet again, no one from Brightspeed reached out. On January 15th, the customer called again and was told by a representative in the pending accounts department that the case would be escalated to a supervisor who would call back within a couple of hours. The representative assured the customer they would follow up as well. No callback was received.
Ultimately, the customer cancelled the Brightspeed internet service. While no financial loss was incurred, the customer lost valuable time, including a day off from work for the initial installation appointment, and spent hours on the phone with at least seven different Brightspeed representatives, none of whom provided effective assistance. The customer concludes that Brightspeed’s customer service is unhelpful and dishonest, strongly advising against using their services.
