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:08/23/2025

  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)
  

  
  

• 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.

  Canceled my account in June **** no payment in July cause I had Canceled my account Without authorization or a contract of any kind I was prepaid the months before but Canceled in June they took payment from my card of ***** without authorization and me not having service with them for a month prior

  Business Response

  Date: 09/05/2025

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

  We appreciated the opportunity to review the details of adjustment issues.  I have reviewed your account. I see that there is a request submitted for the refund to be released. It can take up to 45 days for processing once an account has been closed. Please allow time for that processing to take place. The account was officially closed on 8/15/2025.
  

  We appreciate *** Collins  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:08/22/2025

  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.

  During May, June, July, and August, there was a persistent issue with internet connectivity. After reporting the problem, a generated statement inquired whether the issue persisted, to which a "yes" response was provided, yet the problem remained unresolved. Subsequent attempts to resolve the issue via telephone were hampered by dropped calls, likely due to the functional internet on the mobile device. The practice of requesting a callback number in the event of disconnection proved ineffective.I email and call constantly its always a technician will be out between 8am and ****** husband passed and children were worried it was hard connecting with me Aug 4, 2025 I call asking to install my landline ph ******** problem, its just a matter of connecting you back up with your previous number for 15 years.That day I said internet still is still not working.She put in for a tech to come Aug 201h and they were sending a new modem because I had old version and the landline was working just plug in my landline..No dial tone call next day report issue another ticket added for landline Aug ********* came out Aug 20th and he was complaining more than me This was a new area that he wasnt famial with and 3 landline lines was running to a box and neither one was the # they assigned ti me. And he didn't have main key to box ge needed ti come first thing next ****** show, he gave me his number because I said I may need to go in ti ******* 2:30 I call his cell and he said they switched his area and he thought the tech they assigned would repair. Since June this has been in going.Last straw they charged me for landline service for Aug and its not a number associated with my address .The upset tech said every home he went to in this area was having same issue. Reason they were so behind central office lost tickets for area and the generated messages were just that generated..Unless we start calling over and over they're keep sending generated mgs.that a tech was out with no show.

  Business Response

  Date: 09/03/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ***********************;
  September 09 2025
  Re: ******** ********
  23783322 (complaint id) 
  Notice of Complaint Filed: August 22, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding repairs and credit adjustments for ********** account. The dispatch was unable to be completed and was rescheduled for completion on 09/04/2025 I have processed an additional adjustment adding to the previous adjustment submitted back on 08/21/2025. Totaling ****** between both adjustments. 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:08/22/2025

  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.

  Brightspeed is my phone and internet provider. We have been out of service since Sunday, August 17th. This last incident is just the last straw. Our phone line have not been updated in years. My 80 something year old Mom has continuously called about her phone line not working properly. Just about any time a major storm hits we lose both landlines and internet. What adds to the frustration is that in addition, we have no cell signal, or at best a weak signal on a sunny day. I have called to ask when they will come up with a permanent solution to this repeated problem. Unfortunately, I can never get a real response. They continually repeat themselves over and over with no real explanation. I spoke today with ****** and ****. Both very nice and repeated the same line we always get. **** said he was a manager but when I asked for his manager, he told me he was the top. He would not take my name and number for his manager to call me back. This entire situation is unacceptable. Please help me resolve this issue.

  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 *** 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:08/21/2025

  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.

  Over paid my ******************** was to issue me a refund and I have yet to receive it after 4 months .. they said it will be mailed give it 4 weeks well its been 4 months now .. they cant tell me if it was mailed out .. or when I will get it

  Business Response

  Date: 09/04/2025

  Dear Kisis *****:
  

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

  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.
  

  We have confirmed the $10.65 credit balance on the account number *********. This account was *************************** on 6/2/25 and is well past due for the refund to have been issued. 

  We are still waiting on confirmation from Brightspeed ****************** to verify that the check has been issued/mailed.

  Please do not close until we have confirmation and can update Mrs. ****************************** *. 
  Customer ************************************ ******************

• Initial Complaint

  Date:08/21/2025

  Type:Product 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.

  The company will not refund my deposit for service never received for 1 year. I never had service installed due to company unable to. I just want my money back.

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  
  Re: ******* Hopkins 
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have placed a request for your refund to be processed. Please allow up to 45 days for full processing of this refund received via postal mail.
  

  We appreciate ******* Hopkins  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: ******* *******

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  
  Re: ******* Hopkins 
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have placed a request for your refund to be processed. Please allow up to 45 days for full processing of this refund received via postal mail.
  

  We appreciate ******* Hopkins  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: ******* *******

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  
  Re: ******* Hopkins 
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have placed a request for your refund to be processed. Please allow up to 45 days for full processing of this refund received via postal mail.
  

  We appreciate ******* Hopkins  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: ******* *******

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  
  Re: ******* Hopkins 
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have placed a request for your refund to be processed. Please allow up to 45 days for full processing of this refund received via postal mail.
  

  We appreciate ******* Hopkins  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: ******* *******

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  
  Re: ******* Hopkins 
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have placed a request for your refund to be processed. Please allow up to 45 days for full processing of this refund received via postal mail.
  

  We appreciate ******* Hopkins  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: ******* *******

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  
  Re: ******* Hopkins 
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have placed a request for your refund to be processed. Please allow up to 45 days for full processing of this refund received via postal mail.
  

  We appreciate ******* Hopkins  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: ******* *******

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  
  Re: ******* Hopkins 
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have placed a request for your refund to be processed. Please allow up to 45 days for full processing of this refund received via postal mail.
  

  We appreciate ******* Hopkins  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: 09/04/2025

   
  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.