Brightspeed review: Fiber upgrade issue/poor customer service

I have been inundated with mailings and phone calls for months wanting me to convert my current copper line for my land line home phone. I was hesitant that they would eventually require a bundle of land line phone with their relatively new fiber internet which I would not be interested in.

Eventually I caved as they said the upgrade would be absolutely no expense. The appointment was scheduled for 2/6/2026 and they had already called 811 to have all of the required markings before any digging would occur on my property. As time when on I noticed there were no markings for my power, cable tv, water & sewer which all enter my home in the same place as the Brightspeed phone connection. I dialed 811 as well as my city utility for water/sewer as well as the company that I get my power from. All informed me with the same message. They did not mark from the power box to my meter on the house nor did the city utility as far as marking from the water meter to the connection into my house. Those connections were completed by the builder of the house when it was originally built. If we had no documentation of those connections then someone would have to get an independent underground utility locator who would make the marks. Probably at a cost of $400-$1000.

At this point I became very hesitant to go through with the upgrade as there wasn't proper marking and Brightspeed did not seem concerned with the lack of markings. They still wanted to proceed without the markings.

I made the decision to cancel the order so I sent a formal re-mail request to the Brightspeed rep assigned to this project. From here the experience when completely downhill. I also called Brightspeed to formally request the cancellation of the upgrade and I politely explained why because of the lack of any markings. The lady in Customer Service said she would submit the cancellation request. At the same time she noticed the account was still in my mother's name who had passed away a few years ago. I politely told her that I informed them of this years ago and they asked me on two separate occasions to change the name from my mom to mine as I had owned the house since it was originally built. Both times they told me to send a death certificate (which I had to pay to get original copies) and send them to their corporate office in Charlotte, NC. Then they would change the name on the account. Needless to say it never happened so I just left it as is.

This customer service rep said she would help me with that but I had to have my own account. Not just the simple name change they told it would be a couple of years ago. She said it would take about an hour and I'd have an account completely the same as what I had. (I.e same phone number, same billing terms, etc). She said she would call me back in an hour when it was done.

Almost three hours passed so I called again and spoke with a very obnoxious and pushy male customer service rep who refused to connect me to the lady I was working with or a number to reach her. He said he would instead create the account himself with fiber, paperless statements and auto-pay. I told him absolutely not as that was not how my account was currently set up. I received mailed statements and I did not do auto pay. I sent them a check monthly. Also I was not going to be on fiber. He became very overbearing and said there was no risk with the fiber update to which I cut him off and said I didn't want anything he was offering. He would not listen to me at all. I guess he was done with me and said rudely that I'd have to wait for the lady to call me back and that it might instead be Saturday instead of Friday like I was promised.

Needless to say it is late in the evening where I live and I have not received a call back from anyone at Brightspeed. I did receive an e-mail from the brightspeed individual that opened the 811 ticket sating she saw that an order had been submitted to cancel the fiber update.

I sent Brightspeed Corporate in Charlotte NC a letter today explaining all of my issues I've experienced with their organization. What I have described in this complaint as well as the complaint I filed on this website three days ago about another issue I had with a Brightspeed statement. They haven't responded to my first one from three days ago and I am doubting my letter will trigger a response of any kind.