Brightspeed Reviews

James was my technician that came out to install my fiber. When he arrived he introduced himself and was very polite and professional! He walked me through every step that he had to achieve to get me up and running. He faced an issue with not enough fiber that was laid by sub contractors and he quickly came up with a solution to that problem. James was an awesome tech and would love to have him back out if any unforeseen issue arises. He was quick, precise, and very knowledgeable!

Date of experience: May 28, 2024

Tech Garry not only arrived when expected, he came in, introduced himself (to include hand shakes) to both my husband and I. He then allowed the dogs who were in kennels to smell his hand so they would stop barking. The Job was completed quickly with no mess made. Garry made sure we could get our devices connected before leaving. He provided the BEST service I have had from any company in several years.

Date of experience: May 27, 2024

We've only had Brightspeed for a few weeks, but the internet reliability is TERRIBLE. It goes off for hours at a time and nothing seems to help. Tried to troubleshoot through their website and see outage and website doesn't work properly. After my promo period I'll be switching back to my previous provider.

Date of experience: May 26, 2024

Derek was great to have as our installer. He talked with us about options for our service install & kept us posted. The verified our WIFI coverage & installed an extender to enable WIFI on our porch & sunroom.

Date of experience: May 28, 2024

The internet is the best and fastest internet in the Pell City area. The Tech was very knowledgeable and very thorough! He answered all of my questions and did things a little differently than most to make everything look uniformed.

Date of experience: May 27, 2024

Heather who sold us the plan has been excellent. Andrew, who installed it today helped us get the computer and our phones on WiFi. He gave us helpful info and was excellent at his job, also extended WiFi so I could get good reception in my kitchen. 5 star!

Date of experience: May 27, 2024

Took 3 calls to tech support to get a replacement modem and 10 days. Then it turned out I also had a problem with the fiber convertor. Finally got a tech here to repair that and I’m all good. The local repair tech was great, no issues with him. I don’t understand why it took 10 days to get a new modem. Took two weeks to get back online.

Date of experience: May 14, 2024

Randy is a great person and he did a great job of installing my Internet access when my children didn’t answer The door he came to my work personally and asked if someone was home I said yes let me call my son. He’ll be answering the door when you go back to my house when I got home every thing was setup and ready to go

Date of experience: May 17, 2024

The tech that came to my house not only pushed my appt up by 10 days so I didn’t have to wait any longer than I already have, but he was polite and solved the issue very quickly. I appreciated him being on top of things.

Date of experience: May 28, 2024

Worst customer support ever. They never came back and finished the installation. They had installed a temporary fiber optic line then buried the actual service line but never came and hooked it up. Now four months later and after two calls to let them know about the service line concern, the neighbor cut it with his lawn mower. After an hour on the phone with out of USA representatives, they scheduled a service a week from now!!!!

Date of experience: May 22, 2024

Phone call when I reported the problem on 5/22/24 was a mess, couldn't understand the two people I spoke with, had to tell them three times I had cut line with the lawn mower, don't think they understood. The technician who fixed line on 5/24/24 was fantastic, polite, and had it repaired fast. Give him a pay raise!

Date of experience: May 24, 2024

Technician is thoughtful and courteous. He is professional and meticulous in his work habits. In addition to tech skills he has thorough knowledge of WiFi setup.

Date of experience: May 28, 2024

Internet will go off randomly. Their off shore customer service does not understand that you can have issues even when there is nothing wrong with your line or modem. The company simply markets speeds, even in rural areas, that it is incapable of keeping supported properly. A very poorly run company that would be better off out of business. If you have any other option, take it.

Date of experience: May 22, 2024

Installation was quick. Technician was professional technician took time to explain how to work the equipment and set. Everything up. Service is working perfectly. Internet is a lot faster.

Date of experience: May 28, 2024

Worst ever. Nothing here in US.
Customer Service is completely overseas.
Without service this month 2 different times.
Absolutely no help. Says service isn't out!
Technicians hate it. Can't reach them for support and authorizations. Asked for compensation they said I wasn't without service! No cell phone no landline. Had all electric & cable. It's all OVERSEAS!!!!

Date of experience: May 22, 2024

Bill our tech did an amazing job he was super informative and even arrived early! He explained clearly how fiber internet works and was very friendly and time effective! The internet it’s self is way faster then xfinity and I will be sharing this with all my friends and family!

Date of experience: May 24, 2024

Tech was scheduled to be between 1-5pm. He apparently called me, which got blocked automatically as spam, at 10am to see if he could come early. Then showed up at 10am instead of the appointed time slot. I had to rearrange my day because he was 3 hours early.

He took one look at where our incoming line was and decided that he didn’t want to attempt to run the lines in the existing place, sighting his “weight” hindrance. We’ve had plenty of others in that space that were larger than him. His answer was to drill into the side of the house and create a new line. My husband wasn’t happy with this but we eventually agreed. He did not clean up after himself inside and left debris from drilling on the floor and inside my floor vent.

As for set up and service, the modem is small but the WiFi box is quite large. Changing out to my own password and such was easy enough. The service seems to work very well, much faster than Spectrum.

Date of experience: May 27, 2024

Installation was quick and pleasant. Seth, our installer, was super friendly and attentive. He installed the ONT where we wanted, reviewed login details and made sure our service was up and running before he left. Please extend our appreciation to Seth and his teammates. Very impressed with the service. 5 stars. A+++++

Date of experience: May 23, 2024

I am quite disappointed with Brightspeed service. The workman damaged my septic system by driving over and breaking the feeder pipes to the septic tank. I have not been reimbursed for the expense involved with the repair. At the time of the hookup, my landline was disconnected, and despite the passage of 2 weeks and 20 hours on the phone with customer service, it has not yet been re-engaged. The driveway sensor, which the workman also damaged, is due to be repaired next week. I am unsure about how expensive that repair will be, but I expect that Brightspeed will reimburse me.

Date of experience: May 03, 2024

The installer was very polite, he also reviewed with me all that had to be done and his expectation on how it would you go after seeing the location of everything he needed to see. He cleaned up after himself and asked if I had any questions prior to leaving. Overall a very pleasant experience. His name was Levi.

Date of experience: May 23, 2024