Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several weeks ago Brightspeeds Internet lines were severed in our neighborhood due to Spectrum laying new cable in our neighborhood. The company that Brightspeed hired to mark the correct location of the lines didn't mark them correctly so 2-3 main cable lines were severed completely. Brightspeed sent out a ***air crew and they spliced the lines back together but tor the past several weeks our signal strength has been extremely inconsistent. We count on the internet for business and personal needs and to power the Network extenders to enable a Cell Phone signal to be able to make calls. I called Brightspeed again this morning and their tech *** told me that yes the signal strength has been inconsistent in a number of areas. So if that's the case why haven't they fixed this vs. letting customers just blow in the wind and not know what's going on or any attempts to rectify the issue?

  Business Response

  Date: 09/18/2025

  September 18, 2025
  
  
  Re:     Better Business Bureau (BBB)
            ****** ***
  Complaint ID: ********.  
  Notice of Complaint Filed: September 18, 2025
  Dear ****** ***:
  We want to update your complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ****** *** about slower Internet. Thank you for bringing this matter to our attention. We are currently conducting further research into the concerns raised and will contact you once we have completed our review.
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.
  Sincerely,
  ** *.
  Brightspeed Customer Advocate

  Customer Answer

  Date: 09/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/16/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed charges $70 per month for internet service that is slower than what was previously offered by *********** and below most competitors in my area. For example, *********** offered 60 Mbps for the same price, while Brightspeed only provides 40 Mbps, with no higher speed options available.Despite advertising ******************** Your Terms, and transparent pricing, Brightspeed consistently fails to deliver:Overcharging for substandard service Poor or unresponsive customer support Forced agreement to their terms because pricing is only available by phone Outdated, unstable routers likely past their recommended lifespan, which crash under minimal use (e.g., uploading files under 200 MB)Missed technician appointments with no follow-up or explanation Brightspeeds official **************** is filled almost entirely with complaints about outages and technical failures, reflecting widespread dissatisfaction.Additional Information:Service in my area is limited to DSL/VDSL, which is unreliable and inadequate for the price charged.Although their contract claims service availability is not guaranteed, this does not excuse repeated failures to provide the advertised level of service.Brightspeed demonstrates a pattern of misleading advertising, inadequate support, and poor service. I request the BBB investigate these issues and encourage Brightspeed to provide the service and support they advertise.

  Business Response

  Date: 09/17/2025

  Good Evening,

  We sincerely apologize for the frustration and inconvenience youve experienced with Brightspeeds internet service. Your concerns are valid, and we deeply regret that our offerings have not met your expectations or the standards we strive to uphold.

  We also recognize the broader dissatisfaction reflected in our online communities and take this feedback seriously. While DSL/VDSL limitations in certain regions are a challenge, they do not excuse repeated service failures.

  Your feedback is instrumental in driving these changes, and we welcome further dialogue to ensure your concerns are addressed. Are you currently in need of technical support or a repair ticket to remedy an issue?
  We appreciate your patience and hope to earn back your trust.

  Kind regards,
  ******
  Brightspeed Customer Advocacy Group
  
  
  

   

  Customer Answer

  Date: 09/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  They have requested further contact though, and no form of contact was provided on their part such as:
  Email
  Phone Number
  
  I request you obtain this info and relay it to me,
  
  Thank you. 
  

• Initial Complaint

  Date:09/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were sold by a door-to-door ******** on switching our fiber internet from ATT to Brightspeed. We signed up for it, and the tech came out a couple weeks later. It has now been over a month since our internet service was initially installed. The installation tech did not complete the installation, and the box that is supposed to mount to the exterior of our home, is still sitting on the ground, open, with all the fiber wires exposed to the elements. The tech said his drill bit couldn't get through our brick and that he needed to come back. He never called back after he left, so roughly a week after installation, I reached out to him. We have since scheduled 4 different appointments, directly with the tech, for him to come back out and complete the install, and the tech no called/no showed at every appointment. I have also since called customer service, done a virtual chat with customer service, and sent emails to customer service (with pictures), but have yet to receive a response. When I called customer service, they told me I needed to wait 14 days for them to respond to my complaint, which we are now past that date as well. All we are wanting is our exterior box to be mounted to the house, so our fiber lines don't get damaged - which should have been done during installation. It doesn't seem like we should HAVE to ask for that, but here we are, trying every avenue because we aren't getting responses from the company.

  Business Response

  Date: 09/16/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******* ******. Following a thorough review of the account, ****************** confirmed that a duplicate ** complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the ** complaint and once a resolution is reached, a copy of the response submitted to the ** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 09/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We own and operate ****************, a small business that relies heavily on phone and **************** to take orders and process *************** recent weeks, we have experienced unacceptable service interruptions from Brightspeed. Our phone service was down for nearly a week, costing us significant revenue because customers could not place orders. While the phone has since been restored, we have now been without **************** since Wednesday.Each time we call the customer service line, we are either told there is no issue or that service will be restored within two hours. Neither has been true. Despite repeated calls, Brightspeed has failed to send a technician to address the outage.This level of service is unacceptable, especially for a business that depends on reliable communication to operate. We are requesting immediate resolution of our Internet outage and accountability for the repeated failures in communication and service response.

  Business Response

  Date: 09/16/2025

  September 16, 2025
  
  
  Re:     Better Business Bureau (BBB)
            ******** *******
  Complaint ID:  ********
  Notice of Complaint Filed: September 15, 2025
  Dear ******** *******
  We want to update your complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ******** *******, about no *****************phone is working. Were currently coordinating with our service order team to confirm service order should have been restored for Internet.
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. You must be feeling overwhelmed now; I understand that, as I have encountered similar situations. I hope you accept my apology on behalf of the company due to the experience and inconvenience.
  We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ******** *******
  CC: Better Business Bureau
  

  Customer Answer

  Date: 09/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After over 20 years as a phone and internet customer of CenturyLink and now **********************, we are horrified by the customer service we now receive.On Sept 3, the electric company came out to do some maintenance work on the line to our house. They suspected that the phone/DSL line ran with the electric line, so they asked BrightSpeed to come out and identify the line to prevent damage. BrightSpeed refused. Sure enough, our phone and internet both went dead while the electric work was happening. We called BrightSpeed right away. After confirming that the problem is the outside line, they said the earliest appointment is Oct 21. September 3 to October 21?!! Seven weeks without our phone and internet?!! Outrageous. We called again on Sept 8, 9 and 12. Each time the answer was the same. This is the behavior of a company trying to shed customers, and we honestly wondered if they are trying to get out of the residential phone/internet business. But no, they are still soliciting customers. Were at a loss here.

  Business Response

  Date: 09/15/2025

  Good Afternoon,

  First and foremost, we want to express our sincerest apologies for the experience you've had. After over 20 years of loyalty as a customer, you deserve far better than what youve recently encountered. We deeply regret the frustration, inconvenience, and disruption this situation has caused you and your household.
  We understand that on September 3, when the electric company requested our assistance to identify the phone/DSL line, our refusal to respond led to the loss of your phone and internet service. That should never have happened. Our responsibility is to protect your service and support you proactivelyand in this case, we failed to do so.
  What followedbeing told the earliest repair appointment was October 21is simply unacceptable. Seven weeks without essential communication services is not the standard we hold ourselves to, and we are truly sorry for the repeated delays and lack of resolution despite your multiple follow-up calls.
  Your concern that we may be neglecting residential customers is valid, and we want to assure you that we are not abandoning our commitment to serve you. We are actively working to improve our scheduling systems, technician availability, and customer support responsiveness to prevent situations like this from happening again.
  We value your trust and your long-standing relationship with us. Please allow us the opportunity to make this right. A member of our escalation team will be reaching out to you directly to explore immediate solutions and ensure your service is restored as quickly as possible.
  I have placed an override request for a sooner due date for the repair and will reach back out as soon as my request is answered.

  Sincerely,

  ****** *.

  Customer Advocate

• Initial Complaint

  Date:09/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extended Repair Window - over 3 weeks Repair request was 09/11/25approx 9:30am Received a confirmation via text that the appt. would be Oct 7 - over 3 weeks later. Called and ranted and raved (no swearing) and demanded it be escalated. Best they could do is 09/23 - 12 days after the the ticket was opened. For a common "line dead" issue.

  Business Response

  Date: 09/15/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****** ********. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

• Initial Complaint

  Date:09/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As the result of a legal settlement of $14.4 million between Brightspeed and the ****************, which the City of Columbia won as a result of past unpaid/underpaid municipality licensing taxes, Brightspeed customers are increasing taxes and fees for local customers to recoup their losses. My bill for October 2025 is higher as a result of these fees. While it is legal to increase fees, it is an unfair resolution to require higher taxes and fees for customers, like me, who live outside of the ************* limits in order to resolve a legal dispute between Brightspeed and the ****************. I live in **********, not ********, and do not pay taxes or live in the city limits or jurisdiction of ********. I attempted to resolve this with Brightspeed customer service, but was not able to do so. I also sought a way to lodge a complaint with Brightspeed through their website, but was unable to locate a complaint form, communication method, or any resource to help me escalate this concern. I am therefore seeking assistance from the BBB to help investigate and take action to prevent unfair price hikes on rural customers, many of whom have no other internet provider options than Brightspeed. We are in a service monopoly and have very little opportunity for recourse since there are no other competitors which offer service for which our homes are equipped. I appreciate your help, on behalf of all rural ************ Brightspeed customers. Thank you.

  Business Response

  Date: 09/15/2025

  Good Afternoon,

  I am sorry to hear your bill increased. What sort of compensation are you looking for to even out the additional costs? I can look into things like loyalty credits or a lump sum. I would just like to see how much you would consider appropriate to decide which way to go with the account credit.

  Kind regards,
  ******
  Customer Advocate
  

  
  

  Customer Answer

  Date: 09/15/2025

   
  I am rejecting this response because: The issue will be ongoing unless the additional taxes and fees added is removed on a long-term basis, therefore, a lump sum or compensation for what I have been charged is inadequate. My goal is that Brightspeed customers will not be asked to cover the settlement loss incurred by Brightspeed and return us to our previously agreed upon charges of $55 per month. Perhaps the Attorney General is more equipped to respond to this concern. Please advise. Thank you, ****** *****
  
  

  Business Response

  Date: 09/16/2025

  Dear Ms. ************************* you for reaching out and for taking the time to share your concerns. I truly understand how frustrating it can feel to see additional charges on your bill.
   
  To clarify, these charges are not fees Brightspeed has chosen to add. They are taxes required by Missouri state law. Brightspeed is obligated to collect state and local sales taxes on behalf of the state legislature, and we pass those amounts directly to the state and county as required. You can read more about how these taxes work here: Brightspeed Taxes, Fees, and Surcharges.
   
  That said, we recognize the impact these charges have on your monthly budget, and we want to make a gesture of goodwill. While we cannot remove or change the taxes themselves, we would like to offer you a $5 monthly credit for the next 12 months to help offset the increase.
   
  We value you as a customer and appreciate your feedback, it helps us improve communication and transparency around billing. Please let me know if you would like me to apply this credit to your account right away.
   
  Sincerely,

  ******

  Customer Answer

  Date: 09/16/2025

   
  Better Business Bureau:

  Please let Brightspeed know I accept their offer to offset my account by $5 for the next 12 months. Also, thank you for explaining the situation.
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

  
  

• Initial Complaint

  Date:09/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We lose wifi for days at a time once for 9 days straight over 30 times since June

  Business Response

  Date: 09/15/2025

  Good Afternoon,

  
  I do see a significant number of times over the last 30 days that our customer has been without service. I have placed a credit on the account for 1 month of service. If you would also like a repair dispatch please let me know.

  
  Kind regards,
  ******
  Customer Advocate
  

  
  

• Initial Complaint

  Date:09/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed service visit scheduled for 9/10/2025 per case # CS06687531. Even had a msg on answering machine with 9/10/2025 reminder. 9/10/2025 came and went and no service technician visit. Called and Brightspeed told me it was changed to October 14, 2025. NOT ACCEPTABLE to wait that long and there was NO contact from Brightspeed that the date was changed. **************** is a joke and they utilize people we can't even understand and they have NO clue what is really going on. As per attachment, I talked with 10 people on 8/14/2025 and no resolution.

  Business Response

  Date: 09/17/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 17, 2025
  Re: ***** ******
  ID # ********
  Notice of Complaint Filed: September 10, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the repair delays for ***** and ******* ******. I have reached out and had the dispatch rescheduled for the next available date of 09/23/2025 and submitted adjustments for the previous downtime to billing that should post to the account during the next billing period. Currently there is no direct or on shore support number for Brightspeed.I have forwarded this complaint on to leadership. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** ******

  Customer Answer

  Date: 09/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:09/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/22/25 brightspeed hooked up the fiber optic line they ran a line from the house to the road it is about 600 they have not come back out to bury the line this is a hazard as the line is within inches of a very busy road I have created to work order tickets with them and they have not set an appointment with me to complete the installation

  Business Response

  Date: 09/10/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **** **********. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 09/11/2025

   
  I am rejecting this response because: bright speed has had an open ticket on the fiberoptics installation since 8/22/2025 when they hooked up the line the open ticket involves completing the installation by burying the line. They have not come back out to bury the lines nor have they scheduled an appointment with me to do so as I have a gated property, and they will need access by me. this is a hazard the fiberoptic line runs from the house to the road that is approximately 600 '. the line is strung along on the ground next to a very busy road it is also making it impossible for me to maintain my property and cutting the grass they have had 21 days from 8/22 to complete this there has also been a problem with some kind of animal pulling at the line and dragging it all over the driveway every night so i have to pull the line out of the driveway back up into the grass the driveway remote gate is also catching on the line all i would like is for bright speed to complete this installation they have had plenty of time to do so **** ********** ************
  
  

  Business Response

  Date: 09/11/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **** **********. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst