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:06/30/2025

  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 elderly mother is a Brightspeed customer. The phone service goes out every time it rains. I have to seek repairs nearly every month. Today while trying to get a service appointment set up, I was hung up on twice, and disconnected from chat as well. It is a huge pain to try to get the business to have a consistent and useable service and get the repair done when, not if, problems happen..

  Business Response

  Date: 07/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/11/2025
  
  
  Re: **** ********
  Complaint ID: ********
  Notice of Complaint Filed: 6/30/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. Our technicians were able to restore the phone service. I was not able to reach the customer to follow up. I will try again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/30/2025

  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.

  Brightspeed began charging an absurd amount of money starting in January 2025 for two business landline and internet access. There were multiple billing problems (for example, they would send three letters at a time each with a different amount for the same month) and they are impossible to contact via phone. The wait times would last for hours and we just would end up being transferred again. We finally had enough and tried to switch to US Cellular because the prices were much lower and the customer representative did not act absolutely foolish when it came to simple requests. Its been a week and we have been going back and forth with the transfer process, Brightspeed refuses to allow US Cellular to initiate the port in process (because we need to keep our landline numbers the same). I have called and they like to pretend that they have no access to the transfer PIN or porting numbers. They even cancelled the port in request that US Cellular started. This has gone too far and nobody has time for this, please hand over the numbers and PIN that is needed to switch!

  Business Response

  Date: 07/10/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/10/25
  
  
  Re: *** *****
  23537943
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a port out request.

  Our records do show that the port out is in progress and due by 7/15/25.

  While Brightspeed cannot initiate the port out, there is no reason that agents should not have been able to assist with getting the correct account information and resetting the account pin for the customer. 

  We are reviewing those contacts and agents for corrective actions and training. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/10/2025

   
  I am rejecting this response because:

  US Cellular has tried three times to port out our business phone number and are repeatedly telling me that Brightspeed is cancelling the request. Each time they initiate a new one it takes up 3 days to process. They require two porting numbers for each of the landline and Brightspeed customer representative straight up denies having these. This behavior has dragged out over two weeks causing us to pay two separate bills for one service. Additionally, I made a payment of ****** on June 18, today (July 10) I received another bill in the mail in the amount of ******. This is diabolical and no basic phone plan with two lines and internet should cost this much. I am sick and tired of your business purposefully withholding information from US Cellular (and quite frankly they are sick of you as well). Hand over the porting numbers so we can keep OUR numbers. Until you do so, this complaint is NOT resolved.  

  Business Response

  Date: 07/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/18/25
  
  
  Re: Hang ****
  23537943
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the continued failure on the port out orders. 

  I have located the port out orders, as copied below.

  VA4300005291 Port Out Disconnect HANG **** ********* ************************************************** Feature Only 07/09/2025 14:11:05 07/15/2025 In Progress *********
  VA4300005292 Port Out Disconnect HANG **** ********* ************************************************** Feature Only 07/09/2025 14:11:49 07/15/2025 In Progress *********
  
  I see that the due date on these is showing 7/15 and have escalated this to our Port Out team for review and completion. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/18/2025

   
  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:06/30/2025

  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 cut off my phone service to my business on May 25, 2025 - May 5th, I called to cancel the internet service only. I signed the emailed agreement for the new price with just two phone lines.- May 19th, I received a bill with internet service charges. I called to again to cancel the internet. This time they gave me a confirmation number and emailed me an agreement to sign stating the new price with only two phone lines. - May 25th, Brightspeed cut off my phone service along with the internet service. - May 27th, I called and was told it would take two or three days to restore service.- June 2, I called and was told it would take two or three days to restore service.- June 4, I called and was told it would take two or three days to restore service - June 17th, I called and was placed on hold for 3 and a half hours and then was hung up on.- June 18th, I called spoke to **** (employee # xb05057) who told me the only way to fix things would be to open a new account with ****************** and then they would be able to get my business phone numbers restored.- June 30th, I still don't have any phone service at my business and they have not transferred my business phone numbers to the new ********** of today, June 30th, I have been without phone service for my business for over a month. No one at Brightspeed has taken ownership of this problem. I have lost clients because they have been unable to reach my business by phone. I have spent over $10,000 in advertising in the last year with my business phone numbers. Switching phone numbers would not only make all of my advertising useless, but then I would have to spend another $10,000 replacing all of my advertising for going forward. All I want is my business phone numbers restored to my account. ************ and ************.

  Business Response

  Date: 07/10/2025

  BBB of **********************************
  **********************
  ******************
  
  
  7/10/25
  
  
  Re: ******** *** Services
  23537741
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an improper disconnect of the business account phone lines.

  I have made contact after finding the issues with the previous contacts and am working to get this resolved as quickly as possible. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/30/2025

  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.

  In November I agreed to have Brightspeed install fiber at our office and VOIP phones. I was sent the incorrect phones in January and I sent them back in February. I did receive the correct phones and have connected them. The phones and fiber are both good but I am being charged for both sets of phones and a fiber package I have requested to be changed. I have talked to numerous people at Brightspeed trying to resolve this billing issue. Now I am receiving a collection notice for part of the bill from ****** *****. I have tried contacting her at least four times and she doesn't return my call. I have someone by the name of *** ****** supposedly helping me with this matter but nothing gets resolved and its been over six months. I was also working with ****** ******* before *** to get this matter resolved and she she stopped returning my phone calls. My bill keeps getting larger each month and I cannot get anyone to help resolve the billing issues. I have attached the collections letter and a copy of my May invoice.

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  
  Re: ******** Landis 
  Complaint ID: ********
  Notice of Complaint Filed: June 30, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have forwarded your issue to the business department and someone should be contacting you concerning your issue.
  

  We appreciate ******** Landis  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: 07/16/2025

   
  I am rejecting this response because:
  I still have not heard from anyone at Brightspeed regarding my account.  I still have a balance of over $3000.00.  I have been trying to make some changes to my account for six months and I continue to receive a monthly bill of the same amount.

  Business Response

  Date: 07/22/2025

  July 22, 2025
  
  
  Re:******** Landis 
  Complaint ID ********
  Notice of Complaint Filed: June 30, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have gotten back with the business department and they have stated that they can not downgrade your fiber to the 300M. However they are still looking into the billing on the account and a credit will be placed on the account.
  

  Again, we appreciate ******** Landis  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: 07/23/2025

   
  I am rejecting this response because: I still have not received a phone call regarding my account from anyone at Brightspeed.  Weeks turn into months and still it is not resolved.  I was told several times that I could use the 300 fiber because we have a small business of just four persons.  I am being charged for phones I do not have on my monthly invoice.  This was not addressed in the response from ****.  My monthly invoice should be around $200 not $400.  Before I agreed to install the Brightspeed fiber, I had Glofiber and everything was fine.  I was told they would be able to lower my monthly bill if I used Brightspeed fiber.  My bills prior to installing the fiber, were approx. $300 a month for the landline.  I would never have agreed to install the Brightspeed fiber if it was going to be more expensive.  I would have and should have kept things the way they were because it would have alleviated a lot of time spent on the phone and headaches with Brightspeed.   
  
  

  Business Response

  Date: 07/29/2025

  July 28, 2025
  
  
  Re:******** Landis 
  Complaint ID ********
  Notice of Complaint Filed: June 30, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have gotten back with the business department and I have asked that someone from that department reach out to you personally to discuss your account.
  

  Again, we appreciate ******** Landis  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:06/30/2025

  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.

  We have had Century Link (now Brightspeed) since 2014; unfortunately they are the only non-satellite internet in our area. The speeds had been slow forever (DSL is what it is to an extent) but in the last year or so things have really deteriorated. Our internet disconnects once or twice an hour for about 5 seconds, which doesn't sound like much, but it takes devices time to ************************. We are two mental health professionals that see people via video visits and randomly dropping connection is unacceptable to us. This is only the largest example of the many other connection issues we have.We've called tech support 4 days of the last 7 and, after about an hour on hold every time, have repeatedly been told there's nothing wrong on their end - we have too many devices on the line. 1 - nothing has changed on our end since the service was passable. 2 - I can turn off wifi and only have one computer connected via ethernet and it does the same thing. We finally got a tech support person to put in a service visit last night and the next day we got a text saying that a tech visit was unnecessary and they cancelled it. I already rearranged my day to be home for the visit (conveniently between the hours of 8am to 5pm), and with no resolution to our still terrible internet.

  Business Response

  Date: 07/14/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/14/2025
  
  
  Re: ***** ****
  Complaint ***********
  Notice of Complaint Filed: 6/30/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. We did discuss the problem with the connection and bandwidth utilization. The customer was not currently using the ******************************************** when I followed up. The customer is currently testing another providers service. I advised to reach out if they have further issue. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/30/2025

  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.

  We have been having problems with my dads phone service for the last year. Every time it rains the phone goes out. They have came out and can not find out where the problems are.

  Business Response

  Date: 07/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/11/2025
  
  Re: ***** ***********
  Complaint ID: ********
  Notice of Complaint Filed: 6/30/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problems with the phone service. Our technician was able to make repairs to restore the phone service. I will follow up with the customer at a later time. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/30/2025

  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.

  Filing on behalf of my mother, ********* ********** ************************************************************************************************ ************ Against BRIGHTSPEED. Multiple issues with calling ability, landline phone clarity. So much static you cant hear her talk. Now its not even ringing. The blame has been placed on my 93 yr old mother telling her nothing is wrong with the line itself. Wrong. She bought a new phone. Not the fix. She does not have a cell phone, internet or a computer. Her landline is her only way for communicating and emergency services. THIS NEEDS TO BE FIXED. She will not be able to answer any calls if brightspeed reaches out to her.

  Business Response

  Date: 07/09/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/9/25
  
  
  Re: ********* **********
  23536990
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an issue with the landline phone.

  We see that a technician was out on 6/30 and reported a bad cable that was repaired. We are reviewing and getting a new technician visit scheduled to check that previous repair. 

  We will update again as soon as possible. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/30/2025

  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 refuses to cancel my phone/internet service. Starting 16 June 2025 I have contacted BRIGHTSPEED at leaves 5 times to have my phone/internet service shutoff. Each time I call I end up being transferred to at least 5 different "departments" who handle cancelations. On 16 June the BROGHTSPEED employee assured me my service would be shutoff on 21 June however that did not happen and I received yet another bill for a service I have been trying to cancel for several weeks! I have asked the BRIGHTSPEED representative to send me something in writing acknowledging my cancellation but they flat out refuse to send me anything.

  Business Response

  Date: 07/12/2025

  July 12, 2025
  
  
  Re: **** Hofler 
  Complaint ID: ********
  Notice of Complaint Filed: June 30, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of cancellation issues.  After review of the account, Proper credits have been applied to the account.
  

  We appreciate **** Hofler  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:06/29/2025

  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.

  Ive had Brightspeed for over 3 years. Every summer once it hits about 85 degrees my internet goes out between the hours of 11-8:30 EVERYDAY! I call and complain, they are rude, they dont care, and sound like a broken record every time I call. I demanded a technician come out and either they dont show up or now its going to be July ******* (one month) before someone can come. The problem with this is I work from home, I have to have the internet but I cant seem to get anywhere with this company to fix the problem. I would gladly switch companies, but no one else services where I live and I paid over $800 for a line to be dug for the internet. Please help! I am just trying to work

  Business Response

  Date: 07/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 11, 2025
  
  
  Re: ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: June 29, 2025
  
  
  Dear Kisis *****:
  

  Thank you for your recent submission to the Better Business Bureau (BBB) regarding the reported internet issues. A new service ticket, WOT2397864,has been expedited and is scheduled for repair by July 14, 2025. We remain committed to closely monitoring the progress and maintaining ongoing communication with the customer until the matter is fully resolved. We appreciate your patience and understanding as we work to restore your service as quickly as possible.
  

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ******* *****
  CC: Better Business Bureau

• Initial Complaint

  Date:06/29/2025

  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.

  Around mid-April, it was pointed out that I had no phone service. I saw an acquaintance at a store and they asked if I changed my home phone number. I replied 'no'. I was told no matter what time of day or night when calling my number, it rings busy. I reported it to Brightspeed immediately. I had around 5 or 6 calls for a technician to come, at least 5 or 6. Each time, it was reported they "were coming" on a date provided. The first two times, it was reported there was an 'outage in my area.' Nothing was ever done any of the 5 or 6 times that a technician was supposed to come. Nobody ever came to the house. It is now June 29 as I write this and I still have no service. The company sent me a regular monthly bill about 2 weeks ago and I wrote a letter stating I'm not paying this, I have no service. I was supposed to have a technician come on June 20. That date came and went and nobody ******* the past when the line has been dead, a technician would climb the pole behind the garage and report that rodents were chewing the phone line and they would get the line back up and running. Now, the company doesn't seem to be too worried about my service. They have done absolutely nothing and I am still without home service. And on top of that, they keep asking if I would like to add internet service to my bill. No, I would not like to add service on top of a service that I'm not even getting.

  Business Response

  Date: 07/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/11/2025
  
  
  Re: ***** *********
  Complaint ID: ********
  Notice of Complaint Filed: 6/29/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. The customer was impacted by an outage that was caused by an underground cable where the manhole flooded. The customer has since *************************** service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  
  

  Customer Answer

  Date: 07/11/2025

   
  I am rejecting this response because:
  It states I had internet service through Brightspeed. I did NOT have internet service. I only had landline service. In addition, that's a lame excuse "flooded manhole with wet cables". It's going to rain periodically. Eventually it will snow. When do you expect it to dry? It won't. It has to be something else. They ignored my service requests multiple times, and "****" failed to reply to all three of my messages after he said he would get back with me. Canceling the service was the only action to take. I don't even know why I call it service, the line has been dead for 3 months, you can't call in or out.

  Business Response

  Date: 07/14/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/14/2025
  
  
  Re: ***** *********
  Complaint ID: ********
  Notice of Complaint Filed: 6/29/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer has *************************** service. There is nothing further we can assist with.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy