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:08/21/2025

  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. 
  

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone services have been down for at least 3 months at this point. A tech has been scheduled several times but nobody ever shows up. We are paying this bill for services that do not work

  Business Response

  Date: 09/04/2025

  Dear Kisis *****:
  

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

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

  We are still waiting on field repairs in the area due 9/9/25. The field team has reported repeat cable span issues and are attempting to make permanent repairs given the repeat tickets for this area. 

  We will keep this open until this is resolved and credit/refund the account for the time down.

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

  
  

  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. 
  

• 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.

  I ordered Brightspeed, which was supposed to be installed on the 26th of August. I later learned of problems others were having and called to cancel. I was told to go online, and I did. On the 21st, with no warning, somebody showed up and started digging up my lawn. My HOA requires advance warning of anything going on out front, and I explained that I had not known he was coming. It also disconnected my current Internet.The man stopped doing whatever he was doing, and he left. He did not reconnect my Internet. I called Brightspeed and got transferred from person to person. I was then given a number to a claims office. The woman with whom I have spoke said she didn't know why they had referred me to her, that there was nothing she could do.I then started over with Brightspeed. After talking to several more people who couldn't help, I gave up. I still have no Internet.

  Business Response

  Date: 09/06/2025

  Spoke with Ms. **** ***** and confirmed that a refund will be submitted to her account. I also provided my direct contact information and encouraged her to reach out with any additional questions or concerns.
  

• Initial Complaint

  Date:08/21/2025

  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.

  Subject: Formal Complaint Regarding Brightspeed **************** To Whom It May Concern,I am writing to file a formal complaint against Brightspeed for ongoing service failures and poor customer support at my residence in *******, ******Despite being a loyal customer since ********* missing a payment and consistently investing in upgraded service speedsBrightspeed has failed to deliver reliable internet. Ive taken extensive steps to optimize my home network, including factory resetting the Brightspeed modem, configuring a Deco X55 mesh system in Access Point mode, and troubleshooting ********* camera connectivity. Yet the service remains unstable, slow, and inconsistent.There are no local support offices in my area, and scheduling service calls has been a constant challenge. The customer service experience is equally disappointing: calls are routed to overseas representatives who follow rigid scripts and offer limited technical help. Supervisors, when reached, provide no meaningful solutions. The entire support structure feels robotic and disconnected from the real issues.Brightspeeds approach suggests a business model that tolerates poor service for some customers, as long as the majority remain unaffected. This disregard for long-term, paying customers like myself is unacceptable. I am simply asking for the speeds and reliability Ive paid fornothing more.I respectfully request that Brightspeed take immediate corrective action without penalty. I also ask that the Better Business Bureau investigate this matter and assist in securing a resolution.Thank you for your attention. I am prepared to provide documentation of my troubleshooting efforts and correspondence with Brightspeed upon request.Sincerely,********* ********

  Business Response

  Date: 08/26/2025

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

  Good Afternoon:

  I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by the Better Business Bureau on your behalf. This complaint pertains to the circumstances regarding the slow speeds. I attempted to call and also sent an email with your case information.
  I did run some tests on the line and even though the last technician replaced the **** ****, ONT, Modem, CAT 6 Cable, you continue to have the same problem. I verified with my tests that the download speed was ******Mbps and the upload speed was ******Mbps. Which is well below the programmed rate of 940 Mbps for both. I have created a new repair ticket for you due tomorrow 8/27/2025, WOT2756703 .
  We recognize the importance of concerns regarding recent service 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.
  Should I require any additional information, I will reach out to you accordingly. In the interim, if you need to contact me, please respond to this email and include the case number for reference.
  Thank you for your understanding and for bringing this issue to our attention.
  

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

  
  

• Initial Complaint

  Date:08/21/2025

  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.

  I have been a Brightspeed customer (#********** since they bought our internet service from ***********. This company is extremely difficult, if not impossible, to get customer service from. I have been without useable internet for almost 3 weeks.I have talked to many different customer service representatives, most of which appear to be in overseas call centers with limited ability to speak English.I cant get them to repair the internet to our neighborhood. Our neighbors and myself continue to be without internet and the company has cancelled our repair tickets and do not seem to be doing anything to fix the *********** of their fiber optic cables has been fallen across our road and being ran over by cars for well over a ******** appears they have bought the service rights to this area with no intention of maintaining service.I run an internet based business which this has severely impacted.

  Business Response

  Date: 09/04/2025

  Dear Kisis *****:
  

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

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

  The field resolved the repair ticket on 8/27/25. We have reached out to the customer on 8/29/25, with no response. The connection shows it has been up and stable for the past 7 days. 

  A month of credit has been applied to the account. 

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

  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. 
  

• Initial Complaint

  Date:08/21/2025

  Type:Customer Service 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 have contacted Brightspeed NUMEROUS times only to get different people that give us different answers, none of which have been any help at all. They tell us our address doesnt exist - which it does. One person tells us our neighbor doesnt have Brightspeed while another says he does. My neighbors on that road say they do have it. They have told both my wife and I they will file a ticket to look into it and they never do. They are one of the only providers that we know service our recreational property in the ******* area yet they tell us they dont operate in that area. I need someone to end this frustrating circle of programmed answers from people that are of no help and get us the service we are requesting. We know it exists in our area but can never communicate with someone at the company that knows that.

  Business Response

  Date: 08/27/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  

  August 27, 2025
  
  Re: ******* ******
  Complaint ID: ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of service issues.  
  On August 27, 2025, I attempted to contact Mr. ****** using the phone numbers provided. Unfortunately, I was unable to reach him directly and left a voicemail.
  The address listed in the complaint currently has an active account under Mr. ******* To assist you further, please provide the specific address where you are seeking to establish services so we can investigate the matter accordingly.

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

  Sincerely,
  ***
  Brightspeed Escalation Management

  
  

  Customer Answer

  Date: 09/01/2025

   
  I am rejecting this response because:
  I left *** a voice mail stating the address*************************************, this is where we need the service but have yet to hear back or receive any response since I left the message. And we have no pending installation setup yet.

  Thank you,

  ******* ******

  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 ordering new service.  

  Resolution:
  We apologize, but were unable to provide internet service at the requested address. After consulting with our engineering department, we confirmed that the serving device is located over ****** feet awaywell beyond the distance limits for a viable DSL connection.Our ************* requires a minimum speed of 6 Mbps, but at this distance, the maximum achievable speed is only 4 Mbps.
  While some nearby customers may still have service, they are either on grandfathered plans or benefit from shorter loop lengths that support higher speeds.
  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

  Customer Answer

  Date: 09/02/2025

   
  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. Could you have them contact me when internet is available at the **********************************. Can contact me at ************ or e-mail **************************************************** 
  
  Thank you. 
  

• 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.

  I am the guardian for ***** *****. The service address of this service is ***************************** ****************************************. ******* land line has not worked correctly for over a month. It was fixed once but now does not work at all. I had a ticket in to get it looked at on August 15, 2025 between 8-5. The ticket was cancelled with no explanation. When I called, I was told there was an outage in the area that needed to be resolved first. It is now August 21st and she still does not have service. ***** is 82 years old and has a lifeline. It does not work because the phone is out. Every time I call, I am told that they are looking into it. Other Brightspeed customers around her have service. There is not physical location to go into to discuss this problem. The only phone number goes to a call center, not the repair staff. I would cancel and go with another company but there are no others available in her area. I simply want phone service to resume so my client is safe in her home!

  Business Response

  Date: 09/04/2025

  Dear Kisis *****:
  

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

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

  The outage has cleared and we gave it some time to follow up. We have a call back scheduled for tomorrow, 9/5 at 9 AM their time. 

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

• 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.

  My internet was not working. I reached out to Brightspeed to see if there was an outage in the area. They told me they had no idea was it not working and there was no outage so they would need to send someone out to check on it. When the technician arrived he could not figure it out either. He made a call and figured out that I had missed a payment. Since I prepay for the service they cut it off when the payment dont go through. I had a card compromised and forgot the my prepay was attached to it. Why they didnt tell me this when I called the first time Ill never know. I had to call and make the payment because there online payments system would not let me enter my card details for some reason. We even had issues when the representative was trying to send me a link to my email and it still woudl not let me enter the info. She said I was 2 payments behind which was incorrect. I can clearly see in my bank account I was only one. I went ahead and payed it anyway because I dot have time to go through my bank account at the moment. She told me it could be up to 24hours before the service was restored. Well a couple days go by and it still was not working. I decided hits to cancel my account with them because I was tired of all the issues. I had many more issues with them but it would take a book to list them all. I was told I would be refunded the prepaid amount and the overcharge. 3 months go by no check had been delivered in the mail. I called to see what the hold was and they now said they I would not be receiving a refund for the prepaid service I had never received. Ok, not fair at all but you just bang your head up against a wall with company. They dont care about fair practices. She told me she had issued a refund for the overcharged payment and thats it. Now its been a month and still no check. They are basically stealing money from me at this point. I would appreciate my full refund of $130 dollars for the overcharge and prepaid service I never received.

  Business Response

  Date: 09/04/2025

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

  We appreciated the opportunity to review the details of adjustment issues.  I have submitted a request on your behalf to have the refund released. It generally takes 7-10 days to process and then up to 45 days to receive your refund via postal mail. Please allow total processing time.
  

  We appreciate ***** Brochure  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: ***** Brochure
  

  
  

  Customer Answer

  Date: 09/04/2025

   
  I am rejecting this response because: they have been telling me since I closed the account on may 27th that I would be receiving a refund in 45 days. Every time  I call and to see why Ive not received it  they say that there is nothing showing I have refund coming. Then they say they are going to process the refund and it will up to 45 days before I could receive a check. Its been 90 days!! They are full of c*** I want my check here in 14 days. This is the worst company ever! They need to pay the full amount they stole from me $130. You can clearly see where they over charged me. I have been paying consistently for Months. I closed with account with them 3 days after they processed that payment because my internet never came back. I prepay for this service. So I payed them $65 for service I never received and a $65 overcharge. 
  
  

  Business Response

  Date: 09/08/2025

  September 8, 2025
  
  
  Re:***** Brochure 
  Complaint ID ********
  Notice of Complaint Filed: August 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Your refund was manually processed on 9/5/2025. It will take 7-10 days for processing. Please allow time for processing and delivery.
  

  Again, we appreciate ***** Brochure  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: ***** Brochure

  Customer Answer

  Date: 09/08/2025

   
  I am rejecting this response because: Ill believe it when I see it. I recently called to have my financial info removed from their files so I wouldnt have any accidental charges from another account I just closed with them that was automatically withdrawn every payment date. Im keeping this case open until the money is in my account. All of it. I noticed there was not an amount shown here. If all my money is returned 7-10 days like they said Ill accept it. 

  
  

• Initial Complaint

  Date:08/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 28, 2025, I called Brightspeed to have my old account cancelled so that I could avoid being charged for a cancelled service (the confirmation number for this cancellation request with Brightspeed is #**********). Despite this, I was still charged the $45 monthly fee for an account I had *************************** prior to the month I was charged. After back and forth emails with customer service, which would take days to weeks to respond, I finally got a return credit for this charge, and was told it would be applied to my billing balance. Another issue was when I applied for their *********************** I was told that my first 6 months would be given a $20 discount, reducing my monthly fees to $30 for that duration. However, due to Brightspeed, taking 5 months to install my fiber internet, they did no take this delay into account, and only applied my discount to on my first month of actually having the fiber service. I contacted customer support, and they said they corrected this issue, and added another credit of $20 to my balance. This would total a credit of $65 to my balance with Brightspeed.Not only am I unable to check my credit balance with Brightspeed, but my billing charges say nothing about credit being applied and that it will be paid in full through my bank account (being charged $50 for fiber account **********. Neither credit returns appear to have been applied, and I have no way of seeing if they even exist. It has been a constant ordeal to get any kind of results, and seeking any resolution through their call centers have proven to be incompetent and unreliable. Unfortunately, I am unable to provide a comprehensive listing of information that may be required, and some of it has been lost as this issue has carried out over the months.

  Business Response

  Date: 09/04/2025

  Dear Kisis *****:
  

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

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

  We have confirmed that the original order for services was supposed to include a 6 month discount of $20.00. This only applied to the initial Jan order statement and the June bill. 

  The bill issued on July 27th did not have that discount applied. An agent did issue a 45 dollar credit, as copied below.

  Credit Memo Number Reason Code Amount Created Date Posted Date Status
  CM00177517 Billing Correction $45.00 2025-07-27 2025-07-27 15:14:02 Posted

  This was followed with the application of the 20 dollar discount applied for a 12 month period as of the August 27th bill. 

  The billing statements are attached for visibility and review as well. 

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

  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:08/20/2025

  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 the past 40 days my internet has been down for on-going ~11 days. I am on my second outage and was assured (I have screenshots to show) that a technician would come out the next day, August 21st, to fix my issues. They told me I needed an upgrade of equipment and fiber line. 10 minutes. 10 minutes after I received my confirmation that a technician was coming out, I received a message stating Hi ****, it's Brightspeed again. Unfortunately, we've had to delay your installation. We will update you when it's time to pick a new installation date. The original tech support person I talked to ***** *** told me I wouldnt have to wait until the tech came out to get my Internet back, and then eventually admitted that I would. Then the next person ******* told me theyd be out the next day. Then all of a sudden, they arent coming out. This would mark 2 times in less than 40 days my Internet had been down where I was waiting on a technician. The first time was 10 days. I work from home. Lets see how long this next one is.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 22, 2025
  
  
  Re: **** *******
  Complaint ID: ********
  Notice of Complaint Filed: August 9, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of service issues.  

  
  Resolution:
  We apologize for the delay in installation. The fiber drop was not completed by the original scheduled date. However, as of this writing, a technician is currently onsite with ********** to complete the fiber internet installation.

  
  Sincerely,
  ***
  Brightspeed Escalation Management