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Residents and business owners tell commissioners Brightspeed customer service failed during outages
Summary
Several residents and a restaurant owner described lost revenue and frustrating customer-service experiences during the outages, including slow technician response times and offshore call centers; Brightspeed offered local contact follow-up and said local supervisors and technicians are based in the community.
Multiple speakers at the meeting described outage-related hardships and criticized Brightspeed’s customer service. One resident who identified themselves as a restaurant owner said a recent outage left their business unable to take orders for several days and that they lost $25,000. The resident also reported difficulties reaching helpful local support through Brightspeed’s call center and said they ultimately switched providers to restore service.
Brightspeed staff acknowledged the hardships, apologized, and offered to take contact information so local supervisors could pursue individual cases. Company representatives emphasized that while some customer-service functions had been handled offshore in the past, Brightspeed has restored repair centers onshore and said local field supervisors and technicians live in the community and can be escalated for faster response.
