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:08/24/2025

  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.

  For 2 weeks brightspeed was supposed to bury my exposed electrical internet lines. They had 2 appointments and both times no one has shown up. They keep giving me the run around. Yet these **** ***** are exposed.

  Business Response

  Date: 08/28/2025

  Re:    Better Business Bureau (BBB)
         ********** ****** ******
         Consumer Complaint #********
         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 you, about exposed lines.
  
  Our records indicate that the initial request to bury the lines was made on 8/11/2025. Originally the Due Date was 8/21/2025 but was unfortunately pushed out and the Final Review was done on 8/27/2025. I attempted to reach out to the contact number given but was unable to reach you. Please let us know if the wires have been properly buried at this time.
  
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. I hope you accept my apology on behalf of the company due to the experience and inconvenience.
  
  Sincerely,
  ****** *.
  Brightspeed Customer Advocate
  

  Customer Answer

  Date: 08/29/2025

   
  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: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 use brightspeed for my internet service at home. On Tuesday afternoon my internet stopped working. I contacted brightspeed to see if there was an outage in the area and when it was going to be restored. At first I was told there is no outage and that I would have to have a tech come out because something was wrong with the "line". The tech couldn't come out for an entire month. When the lady went to put the request in for a tech to come out she was met with a message that told her that we are in fact in an outage and that the estimated time of repair was 8/21/25 @ 7:41:55 am. So I waited until the next day at that time and my internet still wasn't restored. So I contacted them again. I'm once again told that I'm in an outage and that it will be repaired on 8/21/25 @ 7:41:55 am. But it was already past that time and I told them that, then I'm told 8/21/25 @ 17:41:55. When I questioned which ot was supposed to be, I was told they would have to get with their internal **** to see. Then after they talked to someone else they said, you are currently in an outage and there is no estimated time of restoration, but rest assured they are working on it. It is now Sunday and I still have no internet and no restoration time in sight and I'm paying $75 a month for a service I can't use.

  Business Response

  Date: 09/06/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 06 2025
  Re: *******************************
  23789639 (complaint id) 
  Notice of Complaint Filed: August 24, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the lost internet connection and conflicting information on creation of a repair ticket for *******.. The pedestal for the lines buried in the ground were mowed over by a lawn service crew. The pedestal has been repaired and replaced but the customers service did not come back up after the damage was repaired. There is now an individual repair setup for the line after the buried lines in the *** were corrected. The due date was scheduled for 10/14/2025. I have requested an earlier repair date but will not got an answer until 09/08/2025. The monthly service charges have been credited at this time .Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ******* ********

• Initial Complaint

  Date:08/23/2025

  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.

  Our internet was cut by a utility company doing work in a neighbors yard. We work from home with sensitive information that doesnt allow us to just go to a coffee shop and use their internet. I called and was given a time for repair, that time came and went without any communication from Brightspeed. When I called they said someone should be out today. We have been home all day waiting and now it is end of day and no one has shown up or communicated with us.

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ********* **********
  Complaint ID: ********
  Notice of Complaint Filed: August 23, 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/line cut.
  Upon review, Repair ticket WOT2734990 was completed 8/23. A new dispatch -WOT2755110 has been set up on your behalf and due by 8/27. You will have the ability to cancel the dispatch if your service is 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

• Initial Complaint

  Date:08/23/2025

  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.

  My account with ****************** Internet was closed May 5th, and the *** tracking has confirmed that my modem was returned to their 'dock' on May 13th at 10:11AM. Despite this, I was charged $162.38 at the end of July for an unreturned modem. I was told this occurred because their updated system auto charged me for an 'unreturned' modem.This raises serious concerns: how many other former customers have been wrongly charged this $162.38 fee despite following return instructions? In my case, when the representative attempted to process a refund, an account error prevented it, and I was instructed to reach out again in 57 days to re-request the refund.This is unacceptable. The system and protocols are clearly failing customers. While the representative I spoke with was trying to be helpful and respectful, the process itself is broken and has left me extremely frustrated and disappointed.I strongly urge the company to:Immediately process my refund for the $************* all closed accounts to ensure customers are not being wrongly charged this fee.Correct the system issue that prevents timely refunds.

  Business Response

  Date: 09/05/2025

  September 5, 2025
  
  
  Re: Meagan *********************** ID: ********
  Notice of Complaint Filed: August 23, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  I have placed a request for your adjustment for the refund for the payment on the modem. Please allow time for processing.
  

  We appreciate Meagan ********** 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:08/23/2025

  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.

  Internet out, rely on internet for communication, and home security system. Im elderly and live rural on 30 acres in country. To trouble shoot i have to go thru non united states support. Language difficulties. MAIN COMPLAINT, I CANNOT GET SERVICE TECH TO MY HOME FOR 17 DAYS, SEPT 09!! I have no security and limited communication without internet access. I cannot believe, there is no way to resolve this issue sooner. Ref no. From bright speed ************* work order number from brightspeed is below

  Business Response

  Date: 08/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  August 28, 2025
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:

  
  We appreciated the opportunity to review the details of the service issue.  
  Following a conversation with Mrs. ******* we collaborated with the appropriate teams to resolve the issue and successfully restore her services.
  On August 28, 2025, I spoke with Mrs. ****** to confirm that her services have been restored. However, her line is still displaying minor errors, so we will proceed with her scheduled technician appointment on September 9th.
  For the service disruption, Mrs. ****** has been issued a one-month credit in the amount of $49. A late payment fee of $22 was also removed from her account.
  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
  

  
  

• Initial Complaint

  Date:08/23/2025

  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.

  On July 26, workers with a different company and not hired by us, cut our phone and internet line while installing fiber optic. We called brightspeed explaining the situation. They advised a tech would be out August 19. Our business needs internet and to operate. No tech came on August 19. Prior to that a tech for the neighbors said they also had the same issue. Today we called brightspeed explaining the situation. We are now being told it will be mid septemeber before a tech will be out. All of this is happening while we are being charged for services we are not receiving.

  Business Response

  Date: 08/28/2025

  Re:  Better Business Bureau Consumer Complaint #********

  
  Good Afternoon,

  I am ******, a representative of the Brightspeed Customer **************. Our customer has a current Due Date for their repair of 9/11/2025. I have placed a request for a expedited due for them using the following information to the proper group.

  Case Source: BBB
  Reason for Escalation: Extended Due Date
  Current Due Date: 9/11/2025
  WOT: WOT2587018
  Host ID: ************
  Customer Name: ****** ******
  Address: *******************************************************************
  CBR: **********
  SID/Circuit ID: **********
  Date Requirements/ Limitations: ASAP Please
  

  We recognize the importance of concerns regarding the recent experience and commend the urgency expressed in the complaint details. We genuinely empathize with the inconvenience and are sorry for any challenges this may have caused you. 
  Thank you for your understanding and for bringing this issue to our attention.

  Best regards,
  ****** *.
  Customer ************** (CAG)
  

  
  

  Customer Answer

  Date: 08/29/2025

   
  I am rejecting this response because:
  It's been over a month now. I've had a scheduled service date before and they just cancelled it. **************** with this company is horrible.

  Business Response

  Date: 09/02/2025

  Re:  Better Business Bureau Consumer Complaint #********
  
  Good Afternoon,

  I was able to get a sooner due date of 9/5/2025 for our customer's repair.

  Case Source: BBB
  Reason for Escalation: Extended Due Date
  Current Due Date: 9/5/2025
  WOT: WOT2587018
  Host ID: ************
  Customer Name: ****** ******
  Address: ****************************************
  CBR: **********
  SID/Circuit ID: **********
  

  Thank you for your understanding.

  Best regards,
  ****** *.
  Customer ************** (***)

  Customer Answer

  Date: 09/05/2025

   
  I am rejecting this response because:
  Nobody showed up as promised. And I still have no phone or Internet. brightspeed doesn't seem to really care that much 

  Business Response

  Date: 09/08/2025

  Good Afternoon,
  
  I have spoken with Mr. ****** and confirmed that service was restored. Our technician had to lay a temporary drop to restore the service, and a permanent drop needs to be installed and buried to finish up the repair completely. As requested, I also gave credit on the account n the amount of $147.34, 2 full months.
  
  Kind regards,
  ******
  Customer Advocate
  
  

• Initial Complaint

  Date:08/23/2025

  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 wife and I have an account with brightspeed in our home. Solely because they are the only provider in our area. We are starting a business and have been trying for over 10 weeks to get an additional business account hooked up to our home office and after numerous cancellations without notice we still have no business internet. **************** is non existent

  Business Response

  Date: 09/05/2025

  Called Ms. ***** and left a detailed voicemail message. Based on our records, system diagnostics, and performance data, her internet connection has remained stable without any interruptions over the past two days.

  Ms. ***** has been provided with direct contact information should she have any further questions or concerns. We remain committed to resolving this matter to her satisfaction.

• Initial Complaint

  Date:08/22/2025

  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.

  The LANDLINE where my elderly parent lives hasn't worked since May 2025. This information was shared with Bright speed during many calls and conversations over the phone of me calling letting them know that the phone is not working. There were several appointments set in May and June but Bright speed kept pushing the appointments further out. In July 2025 someone finally showed up during second appointment after canceling the 1st appointment. The phone was serviced on July 15th, the phone worked 3 days then was "back out of order" AGAIN. I called and spoke to representative to get a workorder set up and I requested an adjustment to the bill. They kept passing me from one rep to the other, until I was disconnected. We're still receiving bills even though the phone service is not working. Can someone please help!

  Business Response

  Date: 09/05/2025

  Spoke with ***** *******, who submitted the complaint on behalf of **** *******. ***** reported that the phone service remains out of order. The issue appears to be caused by a *********** line that has fallen onto Brightspeeds infrastructure and remains on the ground.
  
  I have confirmed that out-of-service credits will be applied to **** Glaspies account beginning with the month of May.
  
  Ms. ******* is currently considering disconnecting her phone service. I provided my contact information, and she plans to follow up in the coming days with her decision regarding whether to retain or discontinue the service.

• Initial Complaint

  Date:08/22/2025

  Type:Billing 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 had an unusable residential phone for over a year now. I contacted Brightspeed in August 2024 and requested a repair, I was sent a confirmation email from Brightspeed with a repair ticket number of *******. In summary, since that time, there has been an unresolved issue due to equipment in the ********************** area, not related to the equipment at my home service. Many attempts have been made to correct the issue to no avail. Since this area has little to no cell service, the Brightspeed landline phone is my primary resource to seek emergency medical, police or fire departments. I have spent the last year trying to regain this service as I have no reliable alternative for communication. I have made all of my payments electronically, so I have complied with my financial obligations, without receiving the benefit of the service. These payments are as follows since July 2024 when the problem started. $45.47, $45.59, $27.14 (adjustment at that time from Brightspeed due to interruption of service) $45.68, $45.68, $45.68, $45.72, $45.72, $45.72, $45.74, $45.91. I was forced to cancel the service due to Brightspeeds unwillingness to repair the damaged equipment. I am now requesting reimbursement of the payments that were made without the services being unusable. The total amount is $486.02. This can be refunded back to bank account in which ****************** has been taking payments from. Numerous attempts were made with the company with the customer care resolution department, however they keep telling me they cannot find my account. ****************** personnel on the telephone provided me with an account number of *********. I sent them this information in an email-The account was previously with **********, then acquired by Brightspeed. The phone number is ************, service address is ************************************. The billing address was ********************, later updated to my current address ***************************************************************************** emails to *********************

  Business Response

  Date: 09/05/2025

  
  September 5, 2025
  
  
  Re: Guy ************************** ID: ********
  Notice of Complaint Filed: August 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  We have adjusted your account and requested that those funds be released to you as a credit balance. Please allow time for processing to take place..
  

  We appreciate Guy ************* 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: 09/15/2025

   
  I am rejecting this response because:

  I have not heard from them since, and they have not yet refunded me.

  Thank you

  
  
  

  Business Response

  Date: 09/19/2025

  September 19, 2025
  
  
  Re:Guy *************
  Complaint ID ********
  Notice of Complaint Filed: August 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Your refund has been sent for manual processing. Please allow up to 30 days for processing and postal delivery.
  

  Again, we appreciate Guy ************* 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: 09/19/2025

   
  I am rejecting this response because:
  My complaint will be resolved when the refund is made. I have also request documents from Brightspeed to support my claim and I am waiting for a response. 

• Initial Complaint

  Date:08/22/2025

  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 call Brightspeed back in July of 2025 told them I have no phone service, they sent a technician out August -5th then sent text saying my phone issues had been solved, well it wasnt so I called them again, another appointment was scheduled for today august ******* again received text saying my phone issue was fixed, again still no phone (landline) service, Im paying for a home phone that i havent been able to use since July of 2025

  Business Response

  Date: 08/28/2025

  Re:  Better Business Bureau Consumer Complaint #********

  Good Afternoon,

  In response to the Better Business Bureau, on behalf of Page ******, who lodged a complaint regarding a service interruption, I have requested an escalated due date for repair and am now just waiting for a better date than 9/29/2025, and will update ASAP.
  Thank you for your understanding and for bringing this issue to our attention.

  
  Best regards,
  ****** *.
  ************
  Customer ************** (CAG)