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:08/26/2025

  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.

  Months Without Internet Repeated Missed Appointments and No Resolution!!!I have been a Brightspeed customer for years, with multiple active accounts that support my ****** business. For over two months, my internet service at one of my key properties has been completely down.During this period, Brightspeed has scheduled multiple appointments, but most have either been canceled at the last minute or missed entirely. On one occasion, a technician arrived late, left without completing the work, and reported that no one was home, even though we had guests waiting on the property.I have made at least 10 separate calls to customer service during this period. Each call lasted a minimum of 40 minutes, with some lasting over an hour and a half. Despite this time and effort, I have yet to receive a clear resolution or a reliable repair date. The most recent update provided was a tentative appointment for September 15, but based on my prior experience, I have no confidence that this will actually resolve the issue.This outage has caused significant financial and operational harm. Because we advertise internet as an included amenity, ******* policies require us to issue refunds or discounts often 20% or more for impacted stays. We have also received multiple negative guest reviews that specifically cite the lack of internet. In addition, the outage has interfered with our automated door-locking systems, creating safety and security risks for guests and staff.This issue has gone unresolved for far too long and has caused measurable financial loss, operational disruption, and safety concerns. I am seeking a swift and permanent resolution and accountability for the repeated service failures.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  Re:      Better Business Bureau (BBB)
              ******* *****
  Complaint ID: ********.
  Notice of Complaint Filed: August 26, 2025
  
  Dear ******* *****:
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ******* *****, about dispatch due date.

  Repair ticket WOT2514354 completed 8/26 with tech remarks: Line down due to tree.  Inside wiring trouble and cable as well. No one home. Please advise if you need a new dispatch for inside access. Up to $149 trip charge applies due to trouble beyond the **** network interface device.
  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: 08/27/2025

  This response is wholly inadequate and does nothing to address the depth of Brightspeeds failure in this matter.

  
  I endured nearly three full months without service, all while being strung along by no-shows, last-minute cancellations, and empty promises from your representatives. During this time, Brightspeed continued to take my payments while delivering nothing but frustration and disruption. The financial losses, operational chaos, and reputational harm I sustained far exceed the inconvenience youre attempting to downplay with a generic apology.
  
  
  Brightspeeds record speaks for itselff, with thousands of complaints already filed on this platform alone, its clear this is not an isolated issue. Its a systemic problem that your leadership refuses to acknowledge or correct.
  
  
  Let me be very clear: an apology is meaningless without action. At a bare minimum, I expect:
  
  
  A full year of complimentary service and a substantial account credit to begin to offset the damage caused.
  A formal acknowledgment of the repeated failures, including the missed appointments, lack of communication, and staggering delays that turned what should have been a basic repair into a months-long ordeal.
  A concrete plan to prevent these failures from happening to other customers, because no one should be subjected to this kind of treatment.

  
  This is Brightspeeds chance to show that it values its customers and that it understands the importance of accountability. Anything less than a real, meaningful resolution will only reinforce what these thousands of complaints have already made clear: Brightspeed has no regard for the people who pay for and depend on its service.
  
  
  Until these issues are properly addressed and meaningful corrective action is taken, this complaint will remain open.
  
  

  
  

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  Re:      Better Business Bureau (BBB)
              ******* *****
  Complaint ID: ********/Rebuttal
  Notice of Complaint Filed: August 26, 2025
  
  Dear ******* *****:
  We sincerely apologize for the extended service interruption and the frustration you experienced during this time. We understand how disruptive it is to be without service and how disappointing it must have been to encounter missed appointments and communication breakdowns along the way.
  After reviewing your account, we confirmed that your service was interrupted for a total of 42 days (from July 15 through August 23). Your monthly service rate is $69.18. We initially issued you a credit of $74.55, but the correct amount should have been $96.85 for the 42-day outage. To make this right, we are issuing an additional credit of $22.30 to your account.
  In addition, as a further gesture of goodwill, we are applying a $10 monthly credit for the next 12 months to help offset the inconvenience you experienced.
  We know this situation caused frustration and fell short of the experience you deserve. Please know that Brightspeed is actively working to improve service reliability, reduce missed appointments, and strengthen communication with our customers. While this does not change your experience,we are committed to learning from situations like this to better serve our customers going forward.
  Again, we apologize for the disruption and sincerely appreciate your patience as we resolved this matter. 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: 08/28/2025

  This was not the first time I have been left waiting or left without service. From the very beginning, during the initial installation, there were repeated no-shows, last-minute cancellations, and empty assurances that someone was on the way. I have on multiple occasion driven for, four hours round trip, two hours each way, only to be met with more delays and zero resolution.
  
  Offering a credit for the period without service and a token $10 monthly credit is not a resolution. That gesture reduces months of disruption, financial loss, operational chaos, and reputational harm to a perfunctory refund, as if my time and the impact of Brightspeeds failure have no value. I strongly encourage Brightspeed to review my account history. Look at the number of calls, the documented complaints, and the repeated technician appointments that never materialized. Every call, every hold, every promise is documented. I am more than prepared to provide this record if necessary.

  
  What has also become painfully clear is a systemic pattern: legacy copper-line customers are being neglected while fiber clients are prioritized, I know because I have both.
  
  At a minimum, I expect:
  A full year of complimentary service and a substantial account credit to begin to offset the damages I have sustained.
  A formal acknowledgment of the repeated failures and the neglect of copper-line customers that allowed this outage to drag on for months.
  A commitment to implement a corrective action plan to ensure that loyal customers are no longer treated as disposable as Brightspeed focuses on fiber expansion.
  
  Until Brightspeed demonstrates that it values all of its customers and is willing to take meaningful corrective action, this complaint will remain open.
  
  

  
  

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  Re:      Better Business Bureau (BBB)
              ******* *****
  Complaint ID: ******** 2nd rebuttal
  Notice of Complaint Filed: August 26, 2025
  
  Dear ******* *****:
  We want to let you know that we received a rebuttal/complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ******* *****, about service issues
  After thoroughly reviewing the details of the complaint, we believe that the information provided by the customer contains several inaccuracies that do not reflect the actual events or our business practices. Specifically: ******* ***** provided information for Address ********************************************** Brightspeed does not service this area.
  Our Brightspeed records show BAN ********* Address ********************************* for ******* *****. Customer stated in rebuttal:  with multiple active accounts that support my ****** business..

  To ensure we are addressing the correct account and responding accurately to the customer's concerns, please confirm the addresses/Billing Account Number/Billing Telephone number you need addressed.

  Information provided on BBB escalation:
  ******* *****
  *********************
  **********************
  Daytime Phone: **************
  E-mail: *************************

  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: 09/01/2025

  To clarify, there is no error with the account at the center of this complaint. The ************/*********** address referenced in your note is my billing address. Brightspeed is fully aware of this because it appears inside my account profile when I log in. It has nothing to do with the service location tied to this dispute and should not be used as a loophole to avoid addressing this matter in good faith.
  
  This complaint concerns the ******, ** property at *****************************, Account #*********. Every outage, every missed appointment, and every delay referenced here is directly tied to that account.
  
  I have the full record of every interaction Ive had with Brightspeed, including the names of every representative Ive spoken to, the dates and times of those calls, and the service ticket numbers associated with each. I am prepared to provide these records to eliminate any uncertainty and ensure this issue is addressed accurately.
  
  This is not an isolated experience. Thousands of similar complaints have been filed with the BBB, all describing the same patterns of neglect and failed service. My case reflects a systemic issue that demands more than a cursory review or a dismissive credit.
  
  I expect this matter to be resolved with a substantive response that addresses the repeated outages, the documented service failures, and the lack of meaningful communication throughout this ordeal. Until that happens, this complaint will remain active and open.
  
  

  Business Response

  Date: 09/03/2025

  09/03/2025
  Re:      Better Business Bureau (BBB)
              ******* *****
  Complaint ID: ******** - Rebuttal #3
  Notice of Complaint Filed: August 26, 2025
  
  Dear ******* *****:
  We sincerely apologize for the extended service interruption and the frustration you experienced during this time. We understand how disruptive it is to be without service and how disappointing it must have been to encounter missed appointments and communication breakdowns along the way.
  We would like to reiterate that compensation has been provided in accordance with our company policies and the nature of the issue reported. This resolution was communicated clearly and promptly, and we believe it addressed the matter appropriately. Additionally, for reference and clarity, please review the three dispatches associated with your history during time with our company. These records reflect our continued efforts to provide service.
  Past dispatches on record:
  WOT0111070 opened 12/19/2023 completed 12/22/2023.
  WOT1165404 opened 09/19/2024 completed  09/24/2024.
  WOT2514354  opened 07/15/2025 completed 08/26/2025. Technician remarks: drop down due to tree . Other tech notes include: Inside wiring trouble and cable as well. No one home
  
  We know this situation caused frustration and fell short of the experience you deserve. Please know that Brightspeed is actively working to improve service reliability, reduce missed appointments, and strengthen communication with our customers. While this does not change your experience, we are committed to learning from situations like this to better serve our customers going forward.

  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ******* *****
  CC: Better Business Bureau

  
  

• 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 internet has been out for over a week now with no good faith effort to resolve the issue. I rely on internet for wifi calling to include 911 service. I am disabled veteran with health issues requiring access to the internet for health monitoring and reporting to health professionals. Due to the lack of internet I am unable to access documentation to secure paid time off for a recent health incident requiring additional medication and medical review. Brightspeed has failed to rectify internet service to my residence, instead opting to advertise insincere repair time lines with evershifting dates.

  Business Response

  Date: 08/26/2025

  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: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 (and about 10 of my neighbors) have been without phone/internet for 5-7 days. Many of us have called multiple times (about 5 for me) and averaged about 40 minutes each. We have been lied to about when our repair would be addressed/resolved ("By 5 pm tomorrow" but no one ever shows up). We are in a rural area of the county, and our cell service is spotty without wi-fi, so it is also a safety issue as we would not even be able to call 911 if necessary. Many of my neighbors work from home or have small businesses, so we are losing money daily, and Brightspeed is not in any particular hurry to resolve our issue. I asked multiple time for our ticket to be expedited, but get nothing.

  Business Response

  Date: 08/26/2025

  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:08/25/2025

  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.

  In July of 2025 I was without **************** for weeks. It took approximately 6 weeks for Brightspeed to get a technician out to my house to evaluate and fix the problem. I was told by the technician that there were problems with 2 wires, one at the pole and one at the exterior box going into my house. Then Friday 8/22/25 the Internet went out again. I reported it that day and was told I would have to wait until 10/8 to get a technician out because that was the first available appointment. In the interim I could not get the billing paused, I would have to continue to pay the bill for a service I don't have. I'm not sure what is going wrong with Brightspeed Internet, but this is ridiculous!

  Business Response

  Date: 08/26/2025

  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: 08/26/2025

   
  I am rejecting this response because: Brightspeed has scheduled a technician to come out Friday 8/29 between 8-5.  I responded to the email and explained I have a preexisting doctor appointment that day and have to leave by 1pm to arrive on time.  I asked if the technician could arrive early in the morning.  I am awaiting the **************** response.
  
  

  Business Response

  Date: 08/26/2025

  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:08/25/2025

  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.

  Birghtspeed was to activate a landline by 8/19/25, but that has not happened. As of the 25th I have yet to receive an answer as to when that will happen. I have called daily and sometimes twice a day with no resolution. I have been told I would receive a call back for updates which does not happen. I was told last Friday it would be completed and active by the end of the shift, but as of today the account is still pending. This is a landline for a remote area without cell phone service, so without a landline there is no service in case of an emergency. I need this resolved immediately.

  Business Response

  Date: 09/08/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 08 2025
  Re: ***** *******
  23795355 (complaint id) 
  Notice of Complaint Filed: August 25, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the inability to establish new services for ***** ******* on behalf of **** ******..A phone number cannot be ported from one carrier to another without it being on an active account to generate a pin for the number to be taken. Currently there is an *** ticket in to our IT team that has not been completed yet. This will likely not resolve the issue. I am investigating what it would take to get an account established for the address and which number needs to be ported. Issue is still in progress.  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** *******

  Customer Answer

  Date: 09/12/2025

   
  I am rejecting this response because:
  

  The ticket has yet to be resolved, and services were not provided in a timely manner.  We had to set up a temporary number immediately with the former provider in order to have phone service.  This residence is in a remote location without cell phone coverage, so having a landline is crucial in case of emergencies.  The service from Brightspeed was not used however we have received a bill.  So now I'm disputing a bill for service that was not provided in time and am still not able to set up an online account as of today September 12, 2025.

  
  

  Business Response

  Date: 09/16/2025

  BBB of Southern Piedmont and Western N.C. 
  *************************************************;
  Matthews, ** 28105 
  September 16 2025
  Re: ***** *******
  23795355 (complaint id) 
  Notice of Complaint Filed: August 25, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the inability to establish new services for ***** ******* on behalf of **** ******. There is now a pending installation to activate the phone on Friday 09/19/2025. After the phone is activated the client can contact Spectrum to initialize a port  of the old number. The customers spectrum phone is working and has a number to call for emergencies but Mrs. ****** is attempting to get their old phone number moved for their Dr.s and contacts. I have reached out an advised that if they need more adjustments or if a PIN reset needs to happen she can reach out to me if any roadblocks are encountered after Fridays install.  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** *******

• Initial Complaint

  Date:08/25/2025

  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.

  My grandmother had a stroke. Her phone has been out for more than a week, this time. The last time, it was three weeks. Now, they cannot repair until 9/5. She cannot call me at work if she falls. She cannot call anyone and she's in the country. They are billing us without service and do not care.

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  Re:      Better Business Bureau (BBB)
              **** ****
  Complaint ID: ********
  Notice of Complaint Filed: August 25, 2025
  
  Dear  **** ****:
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, **** **** about dispatch due date.
  Upon review, Repair ticket WOT2724314 will be escalated to the dispatch team for an earlier due date. (currently due 9/09)
  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
  

• Initial Complaint

  Date:08/25/2025

  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.

  Brightspeed hired contractors to install fiber internet services for my next door neighbor. In doing so, they damaged my irrigation system which they refuse to take responsibility for the damages. I filed a claim with their 3rd party claim administrator, ******** ************************** in May 2025 and after multiple emails and phone calls, they will not respond back to me. I have also had multiple conversations with the contractors and they refuse to accept responsibility for the damage to my irrigation system. The area in my yard that was disturbed has not been disturbed until they installed the fiber connection and the line to my neighbors home. I conferred with my irrigation vendor and he stated it was Brightspeed's installation that caused the damage to my irrigation system.

  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 MO Attorney General  complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the Attorney General complaint and once a resolution is reached, a copy of the response submitted to the Attorney General 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: 09/01/2025

   
  I am rejecting this response because:  they have not reached out to me to resolve the issue.  They or their 3rd party claim vendor has not responded to addressing my claim.  My neighbor gave me a person to call and I tried to call by again no response.
  
  

  Business Response

  Date: 09/02/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **** *******. Following a thorough review of the account, ****************** confirmed that a duplicate MO Attorney General  complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the Attorney General complaint and once a resolution is reached, a copy of the response submitted to the Attorney General 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:08/25/2025

  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.

  A repair technician from Brightspeed came Friday the 22nd because of intermittent internet and phone service. He replaced the modem. At approximately 5:00 a.m. Saturday the 23rd the internet and phone went out. We called brightspeed that morning and was told that our service had been canceled and that they couldn't tell us why because they didn't have access to business records. Upon transferring us to the business department we received a recording that said the office was closed until Monday. We called Monday and they said that they couldn't find any record of our account. Told us that there was no account. The account had been in existence for the past 2 years and set up on auto pay. They told us that we could open a new account and pay over the phone but that it wouldn't be activated until the payment cleared which could be 1 to 3 days. After a follow-up call we got more information. This lady found our account and then explained that when the new modem was put in there was a new account number generated which once done canceled the old account and all of the old auto pay information. After that I did an internet search and discovered that this is an ongoing and widespread problem with Brightspeed. So they're well aware of the issue and apparently have made no attempt to fix it. They have the customer service people pretending that they don't know anything about it and saying there's nothing they can do to turn the service on any quicker than 1 too 3 days. This basically leaves our hotel closed for business for possibly as much as 5 days and our customers without internet or phone service.

  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.  
  
  We have attempted to contact Mr. ****** and have left multiple voicemails, but have not yet received a response. Currently,there is an active account associated with the address provided; however, *********** name does not appear on the account.

  We appreciate Mr. ****** 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

  
  

• Initial Complaint

  Date:08/24/2025

  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 are in an area where Brightspeed has only copper available so our top speed is 10mbps which we have never been able to get even if everything is working properly. We pay $116 a month for the landline and the internet. This particular problem started with our phone and internet on 7/17. Our phone began making a loud humming, buzzing noise and we were unable to hear anyone that called nor could they hear us. Then the internet started going out periodically. I placed a ticket. During this period they notified me once stating there was a problem in my area that should have been resolved and it was so I cancelled the ticket. Then the phone got worse and the internet went out again and stayed out on 8/11. I was given a verbal date of 8/29 by repair support but when I received the ticket it was for 9/3. That date has now been changed to 9/4. Our cell phone service is very spotty where we live and my husband and I both have health issues. If we needed emergency care we would have to leave home to call for help. Brightspeed has been told this multiple times. Working from home is impossible without reliable internet. I am actively searching for some other source for phone and internet but at this point have been unable to find one. Brightspeed continues to bill us even though we have no service. I was told by one of the repair representatives that we could have 4G. He told me this several times and even called me daily 3 times trying to schedule this 4G upgrade for me. I told him that I didnt see how that was possible because Brightspeed lines had not been replaced in our area. He insisted that we could up until 8/17 when he had someone from customer service on a three way call say that this was not possible in our area. I have been told by someone that used to work for them that Brightspeed is putting copper customers on the back burner and focusing only on fiber customers. So many complaints against this company should be a red flag. Customers need help.

  Business Response

  Date: 09/06/2025

  Spoke with Ms. ******** ******, who confirmed that her service has been successfully restored. I will verify that the appropriate credits have been applied to her account to address the prior service interruptions.
  Ms. ****** has been provided with my direct contact information and encouraged to reach out with any additional questions or concerns. We remain committed to resolving these matters promptly and efficiently.

  Customer Answer

  Date: 09/07/2025

   
  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:08/24/2025

  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.

  We have been without internet service for 10 days and we had bad service before this. Brightspeed didnt show up for an appointment and now they say they cant come until September 11th !!! Another 2 1/2 weeks !It is hard to function without internet service! We have always paid on time!This is extremely bad service!

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ***** & **** ******
  Complaint ID:  ******** 
  Notice of Complaint Filed: August 24, 2025
  
  Dear ***** & **** ******:
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ***** & **** ****** about no Internet/due date.
  Upon further review,dispatch MICS06650482 due 9/11. Working with the dispatch team for an earlier due date. Customer has been provided with credit on account for service not working
  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