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:07/25/2025

  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.

  MY MOM'S LANDLINE IS OUT AGAIN. THE LAST BBB REPORT WAS DATED JUNE 10, 2025 MY MOM IS 81 YEARS IKD AND TERMINALLY ILL WITH CANCER - AND DYING. HER LANDLINE AGAIN IS OUT FOR THE 2ND TIME IN THE PAST 6 TO 7 WEEKS. BRIGHTSPEED REFUSES TO GET THIS FIXED AND HAS BEEN AN ONGOING ISSUE FOR YEARS AT THIS SENIOR LIVING FACILITY WITH 4 PLEX UNITS.SHE DOES NOT HAVE A CELL PHONE AND CANNOT UNDERSTAND HOW TO USE ONE, I HAVE TRIED.....PLEASE MAKE BRIGHTSPEED FIX THIS ONGOING ISSUES.

  Business Response

  Date: 07/30/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/30/25
  
  
  Re: ***** Smith 
  23653333
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an interruption to the landline phone service for elderly customer with need for emergency call outs.

  Our field team resolved on 7/26/25. The issue was due to a cable cut that disrupted the services in the area. 

  I made contact on 7/30/25 to verify that the services were still working and if there were any other issues that I could assist with. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/30/2025

   
  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. 

  NOTE - However, spending hours on the phone with offshore CS that NO nothing about our area.....is a waste of my time.  This has been an ongoing issue for years.  Her phone went out last August 2024 - then June 2025 and it was an internal switch with IT that was changed....?????  Then I was on the phone 07/2025 for 5 hours before finally getting a 07/26 guy out there to then tell my mom and I it was a cut line miles away from here....so AN OUTAGE that no one in Brightspeed knew anything about.  Wow!!!
  
  Thank you. 

  
  

• Initial Complaint

  Date:07/23/2025

  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.

  I was using Brightspeed (formerly ***********)for internet. I have been a customer for them for close to 20 years.However, Brightspeed decided to upgrade their company from copper to fiber. As a result, they began an aggressive customer upgrade campaign. They called me every week for about two months, in attempts to pressure me I to upgrading. Many of the reps were extremely rude and ****************, I switched providers and the new provider installed Internet today. I then called to cancel my Internet agreement with Brightspeed so that I don't continue to get billed.Their foreign call center representatives all indicated they couldn't disconnect service because of a WI system upgrade. *** rules require they provide an easy method regardless.I called them back to tell them this and they hung up on me. They insist I cannot cancel until next week, and I think this is so they can charge me extra. I am just a poor regular person and don't have the money to fight these dirty companies. I just want to be able to cancel my account and send their equipment back.

  Business Response

  Date: 07/30/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/30/25
  
  
  Re: **** KANE 
  23642880
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a request to disconnect services and failure to complete in a timely manner of the request.

  This was due to a change in our account management system that was not concluded until this past Saturday (7/26/25). The order was finally placed on 7/28/25 and has been completed as of 7/29/25. 

  WI2300000173 Disconnect **** **** ********* *************************************** DSL+POTS 07/28/2025 09:38:09 07/29/2025 Completed *********
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/30/2025

   
  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:07/20/2025

  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.

  1. Since June 15, 2025, I we have had erratic internet Brightspeed service with Mbps averaging 12 Mbps although Brightspeed is charging me for 40 Mbps. This causes TVs and computers to lock-up and our security system to be potentially unreliable should we have an emergency. I have called nine times and had service scheduled, but no one shows up to repair the problems. Occasionally, I get an automated telephone call saying service has been restored, but it has not. I was told by one Brightspeed customer service supervisor that most of the technicians have been reallocated to support fiber optic project which just a few technicians to make service calls.2. I have requested the nine times that our bill be credited for the periods that we have had unstable internet service. We have been told that it would be, it has not.3. I had previously leased a Brightspeed modem for our internet and telephone service. In March, 2025 we decided to purchase a recommended Brightspeed modem to replace the Brightspeed modem and returned the leased to Brightspeed's designated depot. We were told that the $17.99 monthly lease charge would be removed from our bill, but after nine telephone calls it has not been. They have credited us for four months of the $17.99, but I am still being charged each month. When I called the ninth time to have the $17.99 charge cancelled, I was told since I was under the old rates for telephone and internet, they could not cancel the charge unless I signed a document, that they e-mailed me while I was on the phone with them. After the phone call I noticed that they had increased my bill by $17.00 for new rates telephone and internet but did not cancel the $17.99 monthly lease charge. That was a terrible business practice to perform on an elderly person. I should have completely read the entire document before signing, but they were continuously talking to me on the telephone once the document was sent to me for signing.

  Business Response

  Date: 07/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 22, 2025
  
  
  Re: ****** ********
  23627776
  Notice of Complaint Filed: July 20, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********* repair concerns. Following a thorough review of the ************************** confirmed that a duplicate *** complaint has been filed by Mr. ******** 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 Mr. ******************************* apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ******* *.
  Brightspeed Customer Advocacy
  
  CC: ****** ********
  
  
  

  Customer Answer

  Date: 07/22/2025

   
  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:07/18/2025

  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.

  My telephone company is Brightspeed. ********************** went down 7/2/25. I contacted Brightspeed the same day and was told that service cannot be restored until 8/20/25. Seven weeks To repair a phone line is nuts.I still have to pay my monthly bill for no service.

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/01/2025
  
  
  Re: *** *******
  Complaint ID: ********
  Notice of Complaint Filed: 
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. The outage impacting the service has cleared but this did not resolve Mr. ******* problem. I have escalated a repair ticket. I will follow up with the customer once the repair is complete.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 08/01/2025

   
  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:07/18/2025

  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.

  I am attempting to switch my landline phone number from Brightspeed that I had for almost 30 years to a cellular phone with ******** This started 6/13/25. My Brightspeed service was discontinued on 6/17/25. That was not enough time to allow for the phone number to be ported. On 6/27/25 a new account was opened in my name at Brightspeed to allow for this number to be ported. I was told it would take 3-5 business days for my original phone number to be activated. I made several phone calls from 7/2/25 through 7/8/25. On 7/10/25 my phone number was still not activated. A ticket was created, and I was told it would definitely be activated by 7/17/25. It was not and I called them again the evening of 7/17/25 and was told the department that needed to activate the number was gone for the day, but to call back today (7/18/25) in the morning and that they would get the phone number activated. I did this. I was told that the phone number was not active and it would take an additional 2 weeks up to a month. I have gotten nothing but disinformation from this company, each person I have spoken with has given me different information and they do not seem to care. I was a customer of theirs just shy of 30 years. I need this phone number to be activated so I can receive and make phone calls.

  Business Response

  Date: 07/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  July 28, 2025
  
  Re: Lane Larimore 
  ********
  Notice of Complaint Filed: July 18, 2025
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Lane Larimores concerns. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed by **** ******** 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 **** ********.
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  ***** *.
  Brightspeed Customer Advocacy
  
  CC: **** ********
  

• Initial Complaint

  Date:07/18/2025

  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.

  My home internet has been out since Sunday, July 13, 2025. I called **************** at ****************** @************ & spoke with a representative for over 2 hours to attempt troubleshooting the problem with no resolution. I was told someone could come out on July 30th. I explained that I work from home & that was unacceptable. I needed it repaired immediately. I was then disconnected with no call back. I tried to do an online chat who said I needed to just keep my July 30th ************* there was nothing they could do. I received an email on Monday, July 14, 2025 with a satisfaction survey attached. I checked I was completely dissatisfied with the service & if they were not the only provider in my area, I would not have them. I then received a return email where they were escalating it to the tech team for quicker resolution. I asked for a replacement modem & sent them a picture of the bottom of mine which contained serial numbers & the information they required. I still have no resolution & no internet in my home. I live in a rural area & work from home. Currently, I am traveling 30 miles 1 way to work from a friends home in order to work. Please help.

  Business Response

  Date: 07/31/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/31/2025
  
  
  Re: **** *** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. Our technician made repairs and restored the internet service. I spoke with Mrs. ******** and she confirmed that the issue was resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business & yes, my internet was restored but it took 10 days & multiple calls, texts & emails to have this done. Poor customer service. 
  
  Thank you.

   

   

  
  

• Initial Complaint

  Date:07/17/2025

  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 lost phone service to our residence on 7/16/25. I contacted Brightspeed and the earliest that they will come to repair it is 8/11/25. This is the second time that the repair time has been longer than 3 weeks.

  Business Response

  Date: 07/31/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/31/2025
  
  
  Re: *** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/17/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. We were able to move the repair date to 8/08. I will follow up with the customer after the repair is complete. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/31/2025

   
  I am rejecting this response because:
  We have been without a home phone since the 16 of July. The original repair date was the 19th of August over a month without phone service. Now its only 3 weeks without service, and Im supposed to be happy and satisfied?

   

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/01/2025
  
  
  Re: *** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/17/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The 8/08 due date is the earliest we have available. I will follow up after the repair completes. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 08/01/2025

   
  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:07/17/2025

  Type:Product 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.

  I moved from ***** to ** in march 2025, because i am in a very rural area, brightspeed was my only choice. i ended up paying ****** to get the service installed which is very standard. I then was advised by my dad their services would make working from home hard so i cancelled it, then learned no one else can service the area after ******* had wrongly told me they could. i then called to scheduled the technician again as i needed wifi to work, and was changed again ******. It was connected on 3/11/2025. During this time i had called to have a refund sent for the initial service i cancelled, and during my request they refunded me BUT also turned off my current service as well. it was disconnected on 3/24. I asked them to turn it back on as not having internet affect my livelihood and they advised me i would have to wait until 4/1 to have another technician come out and pay the ****** AGAIN. At this point i advised them i would rather have a refund as the fee i paid to have it connected was null in void if they were not going to provide this service to me and only provided internet less than a month. I have been contacting them for months and everytime they tell me they will send my request to the back office, and still have not refunded me my money or offered any solution. I would even be happy with half of it back, but as for right now I feel as though they have stolen my money. They also are harassing me via email telling me I am past due on my bill even though I have returned all of their equipment and do not use their services. I had to spend $700 on ******** so I could keep my job.

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  
  Re: ********* Bidwell 
  Complaint ID: ********
  Notice of Complaint Filed: July 17, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have released your refund. After processing, it should arrive via postal mail in approximately 7-10 days but can take up to 30 days depending on the local postal carrier.
  

  We appreciate ********* Bidwell  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ********* *******
  

  
  

• Initial Complaint

  Date:07/16/2025

  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.

  I went on a cruise in Feb 2025 and upon returning my internet service was not working. I contacted them and they stated it would be about a month before a technician could come out unless we upgraded to fiber so we did and the technician never showed up. When I contacted the company the employee was very rude and basically made it seem like I was lying therefore we cancelled services. They had already stated they would give a partial refund for the time it was not working. Services were disconnected the beginning of March however I was still charged for the next month. They said an employee forgot to click a button to stop payment and a refund would be issued. They took another payment and I stopped auto-payment from the bank. I have called numerous times requesting a refund and each time they escalate the problem and say it will be 7-10 days or ***** days. It has been 4 months and nothing. Each time different excuse or time frame.

  Business Response

  Date: 07/22/2025

  July 22, 2025
  
  
  Re: ******* Strops 
  Complaint ID: ********
  Notice of Complaint Filed: July 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  The refund has been released and will be processed later this week. Please expect to received it with 7-10 business days after it is released via postal mail. It could take up to 30 days depending on your local postal carrier.
  

  We appreciate ******* Strops  for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ******* ******

• Initial Complaint

  Date:07/16/2025

  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.

  Brightspeed took over *********** years ago. Since the acquisition the service has suffered horribly. We as customers have no say as to whom we receive service. I am self employed and work from my home and desperately depend on my phone service and fax number for my business. My clients call my landline. I am ************************************************************** via landline. My cell service is sketchy here in my rural community so I cannot depend on it. We have limited options but could ALWAYS depend on *********** to be here in a day or two to repair my service not 2 weeks. This is unacceptable. Why is it that us older generation and rural communities don't matter? All I ask is that the service tech comes to fix my phones that suddenly have " no line" for no reason. Both my business and personal lines from the same location for some reason went out. No bad weather to blame. Sunny and hot. They worked fine 7/15 and this morning 7/16, "no line"on both. I am shuffled off to someone who doesn't care about my situation but says the earliest we can get someone there is 7/31. That's 15 days!!!! My surgery is scheduled 7/24. My medical doctors cannot get in contact with me if necessary. My cell doesn't work here and now my 2 landlines are down. I am beyond frustrated but we have NO OTHER OPTION here in my county but Brightspeed. Give it back to *********** so we can get better service. There is no reason it should take 2 weeks to get repair service. If we had any other option I would take it just to be completely finished with Brightspeed. We have lived in the house since 1997 and they still can't update our service address. The link from brightspeed still shows our house number as 2780 instead of 1230. It hasn't been 2780 for probably 15 years or more. I just need my phone service fixed!! Please!! not in 15 days.

  Business Response

  Date: 07/31/2025

  July 31, 2025 
  
  Re:    Better Business Bureau (BBB)
            ******** *******
            Complaint ID: ********
            Notice of Complaint Filed: July 16, 2025
  
  Dear ******** *******,  
  

  Thank you for contacting the Better Business Bureau regarding your phone service outage that began on July 16, 2025. Our local field office expedited a dispatch to restore your service, which was disrupted due to a damaged pedestal caused by county mowing. A credit of $35.00 has been applied to your account, which includes a late fee reversal and an additional outage-related adjustment. This credit will appear on your August 14, 2025 invoice.  The results of our investigation have been formally submitted to the Better Business Bureau within the required response period.
  

  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ******** *******
  CC: Better Business Bureau

  Customer Answer

  Date: 07/31/2025

   
  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.