06/15/2026
I've had enough, and it's time to call it like it is.
Since March, our service with Brightspeed has gone out FOUR different times, each outage lasting more than a week. Every time I call customer service, I'm given another excuse and another promised repair date—usually 4 to 7 days away. Then when that date comes and goes with no technician showing up, I have to start the entire process over again.
The most frustrating part? Customer service repeatedly tells me, "The issue is fixed. Call us back if it's not." When it's still not working, the answer becomes, "It will be fixed tomorrow. Just call us back if it isn't."
One technician even told me the problem may be related to the AI system they use for scheduling and service management. Whatever the reason, the end result is the same: customers are left without service and without answers.
I've been a loyal customer since long before Brightspeed—back when it was Embarq and CenturyLink. After spending THREE YEARS pushing to get a broken line removed from my driveway and eventually having the line burned, I honestly thought these issues would finally be resolved. Unfortunately, they haven't.
I work from home, and these repeated outages are more than an inconvenience—they directly impact my ability to do my job.
So I have to ask: What is the point of customer service if the only solution is "call us back" every time the promised fix never happens?
Signed, A Very Disappointed Long-Time Customer
