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:08/27/2025

  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.

  On July 6, 2025 residential internet service was cancelled at ************************************** resulting from a move in which Brightspeed did not provide service at the new residential address. The new forwarding address of ******************************************* was provided during the initial cancellation request and has been provided three separate times thereafter over the course of two months. Between the time of cancellation through present, I have received multiple email notifications of an outstanding balance, yet have not received an itemized bill. Brightspeed has failed to mail an itemized bill to both the service address and the forwarding address upon both cancellation and verbal request. In addition to, resulting from account closure, no online account access is available, therefore my ability to retrieve or view an online billing statement does not exist. I have reached out to Customer Support at ****************** no less than four (4) separate times over the past two months requesting an itemized bill and have NOT been provided such. On the other hand, I have been asked to pay the outstanding balance which includes multiple late charges resulting between cancellation and present. In summary, Brightspeed is attempting to collect on an account without providing a billing statement or record on the account while also continuing to add on late fees and penalties resulting from the denial. Brightspeed is attempting to collect through unfair and deceptive billing practices while failing to validate a debt, all in bad faith.

  Business Response

  Date: 09/10/2025

  September 10, 2025
  
  
  Re: ******* Stafford 
  Complaint ID: ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  I have reviewed the account and adjusted the late fees for a total of $44.00 that will be included on the 9/23/2025 billing statement. The final bill will be sent out within 2-3 billing cycles of the account closure.
  

  We appreciate ******* Stafford  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: ******* ********
  

  
  

  Customer Answer

  Date: 09/10/2025

   
  I am rejecting this response because:
  
  My monthly bill through Brightspeed was in the amount of $33.00 per month after fees and taxes. My account was at a zero balance at the time of disconnect and no balance was due. The amount due should not exceed one full month of service. There were also no equipment fees incurred as no equipment was leased.

  $44 exceeds one full month of service and disconnect was prior to one full month. 
  

  According the last two representatives from Brightspeed, the account has a zero balance and no bill can be provided. 
  

  I request my account be re-reviewed for accuracy and a bill be provided within 5 business days otherwise this will be turned over to Consumer Affairs as well. 

  
  

  Business Response

  Date: 09/12/2025

  September 12, 2025
  
  
  Re:******* Stafford 
  Complaint ID ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have reviewed your account and the final billing should be coming to you with a credit balance of $18.42. The refund will be sent to you directly once processed. We are sorry for the inconvenience.
  

  Again, we appreciate ******* Stafford  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: ******* ********

  Customer Answer

  Date: 09/12/2025

   
  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:08/26/2025

  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 have called BrightSpeed multiple times to bury a internet line that has been in my yard for the last two months. I finally found a person who was able to understand the issue and Brightspeed was supposed to bury this line two weeks ago. To date the line has not been buried.

  Business Response

  Date: 09/08/2025

  Thank you for contacting the Better Business Bureau regarding this matter.
  
  Following our review, I spoke with Ms. ********* ****** and confirmed that her request to have the cable buried will be escalated for expedited handling. She has also been provided with my direct contact information should she have any additional questions or concerns.
  
  Brightspeed sincerely apologizes for the inconvenience and any frustration this situation may have caused. We appreciate your patience and the opportunity to resolve this issue.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate

• Initial Complaint

  Date:08/26/2025

  Type:Customer Service 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 have internet service with bright speed internet and I've had it for a few years now the first year was okay ever since then it has went to c*** it's out every other day buffers it's slow sometimes out for days on end you call customer service you get somebody from a foreign country you can't hardly understand what they're saying you get irritated with that and then they tell you you got a technician coming and you sit here take a day off work and sit here and wait for him and they never show they get it send you an email saying that the technician's here your service has been fixed and you've never seen the technician services still the same way as it was before. Told it would take a month before a technician could get to you to fix your service so you're supposed to go without service for a month the customer service end of this is just as poor as the service is itself but I would not recommend brightspeed internet to anyone they have no business even being in business because their internet service rated from one to 100 is a zero.

  Business Response

  Date: 09/02/2025

  Good Morning,

  Regarding Complaint ID ******** for ****** ******* *** I wanted to let you know I have requested an expedited repair and am just waiting for the new due date for WOT2671550.

  We appreciate ****** ******* ** 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
  
  

• Initial Complaint

  Date:08/26/2025

  Type:Sales and Advertising 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 have had BrightSpeed since March last year when moving to my new home. My only internet option thar could meet my needs was Brightspeed. I've had problems with their service on and off. But these last two weeks have become completely ubsurd. I work from home and depend on internet connection. The internet service has been dropping nonstop for at least two weeks. I have started several chats, calls and two emails to address the problem. Today was the first time I got a direct response indicating there was certainly a service line issue but that the soonest they could sent a repair twchnician for the problem would be September 18th. No guarantee they will be able to fix the problem when they do come. Not to mention they will still be charging for the service I haven't been getting. **************** did not provide any other solution.

  Business Response

  Date: 09/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 2, 2025
  
  
  Re: ****** *******
  Complaint ID: ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of service issues.  
  Resolution: Mrs. ******* closed her account on 8/27/25. No further actions taken.
  We appreciate Mrs. ******* 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 Escalation Management

  Customer Answer

  Date: 09/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. I ended up cancelling my service and resolving the problem on my own. 
  
  Thank you. 
  

• Initial Complaint

  Date:08/26/2025

  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.

  My complaint is ongoing . I am currently experiencing a lack of landline phone service. This has been for the last 2 days. This is a weekly occurrence. When I call to report the problem they insist on setting up an appointment for a tech to come out while the entire town of *********(including all emergency services) is out. It is MY problem nobody else. Since broken English is spoken, it is hard to get points across as it becomes obvious they are reading from somethng. I am a heart patient so access to emergency services by phone is imperative. This happens at least 2 days a week and has been going on for at least the last month. This is a regular occurrence rather than occasional. They readily accept my $46.08/month for which I receive lousy service. This company took over from *********** and has nothing had nothing but issues since. It seems that they are not financially supporting repair work or possibly there is a lack of technical training. They are polite when conversing but that's about as far as it seems to go. Thank you for your interest.

  Business Response

  Date: 08/28/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 28, 2025
  Re: ****** ****
  23800745 (complaint id) 
  Notice of Complaint Filed: August 26, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding intermittent issues on ****** ****** voice services. I have scheduled a dispatch to investigate the voice lines and central office. The estimated completion date is 09/05/2025 I have also issued a credit on the account for the charges  of ***** This will appear on the next billing cycle. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ****** ****

• Initial Complaint

  Date:08/26/2025

  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.

  Good afternoon.I am going to start from the beginning. I had century link for about 2 and half years and then bright speed bought century link. It was the only company that was in my area that was not satellite. For 4 years they offered me ***** for 10 megabits per second (which is really really slow, if you did not know what that means). We have 0 cell service were we live and depended on internet. Well May 8th 2025 comes around and another internet provider is coming into our area. When that internet provider, was putting their lines in, they cut our lines that cut our internet off completely and then when i called bright speed they said they could come out July 8th. 2 WHOLE MONTHS. I decided that I don't need a company that will not come out and fix my issue for months. They gave me a refund of 142 and some change. They told me Id receive my refund within 3-5 business days. Well ************************************************************************************************** the mail within 7-14 business days. I wait again, and did not receive the check. When I called back after those days they apologize again and stated that it would take ***** business days. I wait another ***** (by July 11th 2025) business days and I still did not receive it and call back and they tell me that they made a mistake and that it will be refunded to my card in 3-5 business days. I wait again. I still did not receive it. i called back and they told me Id receive by August 20th in the mail again and that they could not refund it to my card. When I called back on August 21st. They went on again and said that my refund would be put back on my card again within 24hours. I requested a call back after 24 hours. I did not receive a refund. I really need some help. Brightspeed is running me around in circles. Peoples names ******- ****************** -sales *** (told me id never recieve my refund)******- Supervisor *****- Supervisor (I have recordings from ****** and *****)

  Business Response

  Date: 08/27/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******** ************. Following a thorough review of the account, ****************** confirmed that a duplicate FCC omplaint 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:08/26/2025

  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 have been a Brightspeed and Century Link customer for over 40 years. I had a ****************** employee (***** ****) came by and told me Fiber Opic had been installed in front of my house and the old telephone wire was going to go away. I signed up and was give a day to install. The day before the instal I got a call and was told there were no fiber optic in front of my house, the tech came the next day and confirmed no Fiber Opic. On the next day my internet and phone was disconnected. When I called Brightspeed I was told I could not be connected back up to my old system they were not connect to the old telephone system. I went and got a new internet and home phone with another company. I was told they could not give me my old phone number from Brightspeed because it was out of service and not able to be used unless Brightspeed would turn back on the old telephone system. The phones that was connected to Brightspeed would not work with the new internet system I had to purchase all new home phones. The home phones were used for doctor and RX and needed. My complain is Brightspeed is selling a products that don't exist and causing problems with older adults.

  Business Response

  Date: 09/09/2025

  September 9, 2025
  
  
  Re: ***** Sims 
  Complaint ID: ********
  Notice of Complaint Filed: August 26, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of service issues.  I have reviewed the customers accounts. I found no payments on fiber account ending 2414 so as a courtesy, the last payment on account ending 2778 has been refunded to the customer. Please allow time for processing and delivery.
  

  We appreciate ***** Sims  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:08/26/2025

  Type:Sales and Advertising 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.

  Weve had a very weak signal for some time now 0nly 1 or 2 bar. I called last week and they had me do several test and the lights on the modem kept blinking. She then said she would send out a tech Monday Aug.25,2025 around 8am to 6pm. She then said I would have to pay $140.00 dollars! I thought about thru the weekend and thought why was I threatened with a bill and called back on Monday and asked to speak to a manager. He said he was so sorry and saw that I had been a customer for a very long time. He stated I would not be billed for the month and not charged for any equipment or repairs. I felt much better that we were now on the right track. Min came and we waited all day and no one called texted or showed up! So today I called and she searched and saw it had been canceled! She said that it showed it had been resolved! We still have the same flashing lights and only one bar on my phone for internet!She then stated we had too much probably hooked up to the internet! We only have our tv, two iPhones, and two laptops! So here we go again with waiting on a repairman to show up tomorrow. So we have to stay home and wait on someone who probably wont show up. Our unit outside was the original Century Link equipment! The techs that came out years ago said weather may be an issue ! Nothing was ever done. I hate to switch to another provider in our area but may be left with no alternative! Good Service seems to be a thing of the past.

  Business Response

  Date: 09/02/2025

  Good ************************************* ****** and complaint 23799732, I have spoken to him and he has confirmed that the service interruption has been fixed. He also states that ***** the repair tech was great and very polite. WOT2752062 was completed on 8/27/2025.

  Sincerely,
  ****** *.
  Brightspeed Customer Advocate
  
  

• Initial Complaint

  Date:08/26/2025

  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.

  Brightspeed - Internet My internet has been in and out for a few weeks, I have reached out to Brightspeed but they are not sending a tech until a month from now - I call them on August 23, they are sending a tech on September 25. This is unacceptable as I have to work. I have asked for a replacement router as mine is almost 5 years old, it is recommended that these are changed every 3-5 years, they will not send without the tech coming first. I need to work; I am paying for a service that is not working. If they are not coming for a month I should be refunded form the time I reached out to then which is one full month. My routher also needs to be replaced --- free of charge. They tried to change my plan, increase my rate and tell me the router is free---it's not. I asked to buy a new one as per listed on their ***** and they don't acknowledge this. I would like them to refund me the cost of a new modem, purchased outright and not increase my current wifi fee.

  Business Response

  Date: 09/09/2025

  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by **** *******.
  

  We strive to provide outstanding customer service, and feedback is appreciated to enhance our training. Brightspeed acknowledges the customers concerns and apologizes for any inconvenience experienced.

  The dispatch was moved up and completed on 9/5/25. A credit of one month has been applied to the account for the time down. 

  Sincerely,
  **** *. 
  Customer ************************************ ******************

• Initial Complaint

  Date:08/26/2025

  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.

  This phone call is regarding the place of business where I work. I called on 08/21/2025 spoke to ******* as to why my place of business is receiving two bills from Brightspeed. ******* stated that one bill was for the phones and one bill was from the fiber internet. ******* asked me if I would like to make the phone bill cheaper by turning off the old internet, meaning DSL internet, I said that would be great as long as it does not mess up our phone lines. She stated that it would not. ******* stated that when the fiber internet was put in back in May 2025 that the installer should have called to turn off the old internet. She emailed me an agreement regarding the two phone numbers ending in 2004 (phone) and 2044 (fax). I agreed to the cheaper bill. I asked ******* again about the two bills, she said that one was for the internet and one was for the phones and now the phone bill will be cheaper. Monday, 08/25/2025, the funeral director went to the ***** location, the phone 2004 is not working but the fax line is working. He and I got on the phone with Brightspeed. Brightspeed is telling us that we have canceled one of the phone lines ending in 2004. I said no I did not. I said I had agreed to a cheaper phone bill keeping the two phone numbers. Now Brightspeed is saying that we are not able to get phone line 2004 back, we have had this phone line since the year 2004. Brightspeed is in breach of their agreement of both phone lines, ******* was the one that brought up wanting to cancel the old internet. I knew nothing about it until she mentioned it. Brightspeed is not wanting to fix their mistake. The funeral home needs the phone line ending in 2004 back. I do not understand why the fax machine works but not the phone line.

  Business Response

  Date: 09/08/2025

  Thank you for contacting the Better Business Bureau regarding your recent service concerns.
  
  Following our review, we have confirmed with Ms. **** ****** that the phone line issue has been fully resolved. At this time, she has no additional questions or concerns. Ms. ****** was advised to reach out to us directly should any further issues arise related to this matter.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience throughout the resolution process.
  
  Respectfully,
  **** *.
  Brightspeed Customer Advocate

  Customer Answer

  Date: 09/08/2025

   
  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. After much digging about Brightspeed, businesses who have accounts with ****************** have a representative the businesses can call. I contacted the Brightspeed representative and she was amazing. She listened to me, didn't hang up on me, and got right on helping us get our phone number back. After a week long wait, she had our phone number working. She did an amazing job helping with what we needed. From here on out I will contact the Brightspeed representative for our company. 

  As far as the Brightspeed customer service, they were not helpful, very rude, and hung up on me. After multiple attempts and multiple hang **** I was not so nice to the Brightspeed customer service representatives. 

  
  Thank you.