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: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

  
  

• Initial Complaint

  Date:08/20/2025

  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.

  Our Brightspeed Internet recently went out on 8/5. I called to see if someone could help me over the phone. A technician attempted to help me but was not able to. They scheduled an appointment for 8/13 for someone to come to our home to look at the issue. A few days later I received an email stating my appointment had been moved to 9/1. I then received another email stating the appointment had been moved to 9/15, which is over a month from when the issue first occurred. Having to wait over a month for someone to come to your home to fix your Internet is unacceptable.

  Business Response

  Date: 08/26/2025

  Re:   Better Business Bureau Consumer Complaint #********
  
   
  
  Dear ******** :                                                                                                                                         
  
  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 extended due date for your repair. I have requested a sooner due date and am awaiting when that is.
  
  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)  

  Customer Answer

  Date: 08/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that at this time, this resolution is satisfactory to me, as long as my appointment that has been rescheduled is not cancelled by Brightspeed, as it has been multiple times in the recent past. 
  
  Thank you. 
  

• Initial Complaint

  Date:08/20/2025

  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.

  08/20/2025 Brightspeed canceled my internet at the restaurant when I did not authorize them to do so. They made a mistake on the account and are saying that it may take up to 72 hours to get back online. I cannot close for 4 days on their mistake. The restaurant will be out of business.account # ********* I need the internet expedited and back online asap.

  Business Response

  Date: 08/29/2025

  Dear Kisis *****: 
   
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Hamed Mazrouei Complaint ***********. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed by ***** ******** 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 ***** ********. 
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
   
  Sincerely, 
  ***** King 
  Customer Advocate 
  Customer Advocacy Group, ****************** 
  

• Initial Complaint

  Date:08/20/2025

  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.

  I am being charges for a service I do not have and never had.. brightspeed has called me every day,3 times a day about a 400 and something bill..they have a wrong email address wrong phone number they said the account was opened in 2018..I have never used their service never signed a contract with them and noone from that company has ever came to my home to install any equipment..I am now being harassed everyday multiple times a day..I need this to stop

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ****** Fair
  Complaint ID: ********
  Notice of Complaint Filed: August 20, 2025
  
  Dear ****** Fair:
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ****** Fair, about billing issues.
  Upon further review,service order PA1400002434 was suspended 04/14/2025 due to non-payment. There is an outstanding balance owed $428.53,
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. You must be feeling overwhelmed now; I understand that, as I have encountered similar situations. I hope you accept my apology on behalf of the company due to the experience and inconvenience.
  We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ****** Fair
  CC: Better Business Bureau
  
  

• Initial Complaint

  Date:08/20/2025

  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.

  Invoice number ************ was led due to them kicking me off now they want me to pay to have things put back on and I cannot afford this and it makes no sense. I am a disabled widow and they keep pushing me for more money while this whole thing has been sketchy and when I call they put me through to a spot where everything is full and I cannot reach anyone no matter how hard I try. They have not accommodated any of my complaints and keep charging me for fraudulent matters now with me not having the internet turned off they did it and now they want me to pay everything to get it back. I know they are are taking advantage of me as my neighbors and relatives have informed me that the bills and information that I am being promoted to pay don't make sense.

  Business Response

  Date: 09/03/2025

  September 3, 2025
  
  
  Re: ***** Brown 
  Complaint ID: ********
  Notice of Complaint Filed: August 20, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  We are currently working on your issue and your bill adjustment. Please allow us some extra time for processing.
  

  We appreciate ***** Brown  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:08/20/2025

  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.

  On or before 8/11/2025 * was told I would have no landline phone service without give any specific reason other than no service tech in my area . I was told I would not have service from 8/11/2025 to 9/6 2025. Almost a month with no phone service no way of calling for help or 911. I am a disabled senior and feel they are taking advantage of me. I pay my bill every month on time and this is how I am left. I am paying for a service I am not receiving. I would like them to fix my phone as soon as possible and I am also seeking 2 months of service if they don't get some one out for all my inconvenience. They as a huge company should have repair people on hand at any given time to service their customers right away . God forbid I have a medical or disaster emergency I have no way of calling any one I rely on that landline .

  Business Response

  Date: 08/22/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******* *****. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 08/22/2025

   
  I am rejecting this response because: yes a complaint was filed with the *** . The issue of reimbursement for no days of service or credit for the inconvenience of not having my landline was not addressed in that complaint that's why it was filed with the BBB. The phone has yet to be fixed. 
  
  

  Business Response

  Date: 08/22/2025

  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:08/20/2025

  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.

  We have been trying for over 3 weeks now to have our small business number ported out of Brightspeed.We have exhausted all pin options: 1234, 0000, 9999, ****** have been told many conflicting pieces of information with porting our number away from Brightspeed. I have had two three-way calls with both Brightspeed and Ooma (our new carrier) to follow the process of porting the number and have not been able to come to a resolution.ooma 1.png ooma 2.png To top it all off, our line from Brightspeed (that we are paying $190/month for) has been down for 3 ********** is the ticket we have filed with the FCC:Thank you for contacting the **** Consumer Inquiries and *****************.We have received your submission and have assigned it Ticket No. *******. Periodic emails you receive throughout the complaint process updating you about the status of your complaint may reference this ticket number.Your submission benefits the *** by providing us with important information we can use to develop policies to protect consumers, enforce against violations of the Communications Act, and encourage future compliance with the ******** is their response:The **** Consumer Inquiries and ***************** is contacting you about the complaint you filed recently, which was assigned Ticket No. *******.Thank you for your submission. Following our review, your complaint was served on your provider on August 14, 2025.

  Business Response

  Date: 08/22/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************* and the issues with porting out their number from Brightspeed. Following a thorough review of the account, ****************** confirmed that a duplicate FCC complaint has been filed by Happy Hollow Resort 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 ********************

  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *. 
  Customer ************************************ ******************

  Customer Answer

  Date: 08/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that they are working on a resolution. However, today 8/22 - I received an update from **** (the company we are porting our number to) that the Port was once again rejected. 
  
  Thank you.