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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,313 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2024

    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.
    Wednesday 2/21/24 we first noticed spotty internet service from Brightspeed - on for 20 minutes, off for 10. It seemed to clear up for a while the next day, but became bad again that night. We checked "Down Detector" and could see there were a number of complaints. This continued into the weekend. We tried reaching out to Brightspeed without luck. Things seemed to improve again, so we held out hope that they were on it, even there there was no commination from them on their website. I downloaded their app and found a link that supposedly would show area outages, but it showed nothing. Friday March 1, I found a chat option. After waiting 40 minutes, I was connected to a customer service rep. *** over an hour, she had me so various troubleshooting activities (resetting, rebooting, unplugging, etc.) She finally admitted that Brightspeed "just realized there's an outage." She said the estimated time til repair was 17 hours, which would have been 12:30 pm Saturday 3/2/24. The next morning, internet was out completely. We have had zero internet since then. It's now Monday 3/4/24 at 8:30 am. No communication or updates from Brightspeed.

    Business Response

    Date: 03/12/2024


    March 12, 2024


    Re:   *******************
    Complaint ID ********
    Notice of Complaint Filed: March 4, 2024

    Dear ****************:

    Brightspeed appreciated the opportunity to review the details in the statement of the problem.  Some Southeast Springfield, **, customers experienced intermittent issues impacting the service during late February and early March.  In the past nine days, the service has been 100 percent authenticated.  As credit adjustment of $25.00 has been applied on the account.

    We appreciate *******************  for taking the time to reach out to the BBB to inform Brightspeed about the matter. We apologize for any issues due to the experience and inconvenience.

    Sincerely,

    *******************
    Brightspeed Customer Advocacy

     

    CC: *******************

    Customer Answer

    Date: 03/14/2024

     
    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:03/04/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    For 9 days now this company has failed to provide service to the areas customers in addition has never notified customers of the severity of this outage. 9 days is a very long time to remain silent to such a severity. The unethical part seems to be is that if we want to cancel and leave Brightspeed I was advised if be in violation of my contract but the company is not providing the service agreed upon in the contract..Beightspeed needs to issue an apology, update, and let customers out of their constant.

    Business Response

    Date: 03/12/2024

    March 12, 2024


    Re:      *******************
    Complaint ID ******** 
    Notice of Complaint Filed: March 4, 2024

    Dear ****************:

    Brightspeed appreciated the opportunity to review the details in the statement of the problem.  Some Southeast Springfield, **, customers experienced intermittent issues impacting the service during late February and early March.  In the past nine days, the service has been 100 percent authenticated.  As credit adjustment of $35.00 has been applied on the account.

    We appreciate *******************  for taking the time to reach out to the BBB to inform Brightspeed about the matter. We apologize for any issues due to the experience and inconvenience.

    Sincerely,

    *******************
    Brightspeed Customer Advocacy


    CC: *******************

  • Initial Complaint

    Date:03/01/2024

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I contacted bright speed about issues that we were having with our phone system. I contacted them several times, or tried to. I was supposed to have a tech to come out but they never showed up. I have been disconnected or hung up on. When I finally did get through, I was offered a $100 gift card that I had to pay $4.95 for, and they asked for a CC number. Mastercard called and said they thought it was a fraudulent charge. There were other charges, too, but approved the $4.95.

    Business Response

    Date: 03/15/2024

    Brightspeed appreciates the opportunity to review the concerns regarding the complaint that has been submitted by *****************.

    The customer reported voice trouble on 2/23/24 with repairs completed on 3/7/24 to a *************. 

    The reward card has been confirmed fraudulent and is not a promotion being offered by Brightspeed. 

    At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 

    I apologize for any issues or inconvenience that *** have been experienced.  

    Thank you,

    ***************************
    Brightspeed Customer Advocacy Group

  • Initial Complaint

    Date:03/01/2024

    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.
    Because of porting my home phone number to **** brightspeed cut my internet service off even though the package is internet and phone. Now Im told I have to ******** as I have both services and I dont have service of my home internet until the order where **** ported the phone number is complete. Acc#*********- if I dont have service due to the phone number being ported and Im still going to have to pay as though I have those services just cancel my account at the end of this billing cycle

    Business Response

    Date: 03/15/2024

    Please be advised that a review of the complaint filed by ***************** has been completed regarding his Brightspeed internet service.

    Our records confirm that the voice service was ported out on 3/4/24. When this happened, the internet became inoperable due to the associated wireline being removed/ported. Please note that a wireline is required to transmit the internet service. Our records confirm that the internet was restored on 3/7/24 when an order was issued to reconnect the service as stand-alone internet. With stand-alone internet, although a wireline is present, there is no voice service, no dial tone or regulated services (*******). The line is zero-rated and does not bill. 

    At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 

    I apologize for any confusion or inconvenience that *** have been experienced. 

    Thank you,

    ***************************
    Brightspeed ***********************
  • Initial Complaint

    Date:03/01/2024

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I requested ******** services from Brightspeed. An ******** service that took over from CenturyLink. In order to receive the services they demanded that I pay Earthlink a vendor that they contract with a fee of $342.36 by checking account That cleared the bank on September 21, 2024 in order to dig the line underground. I paid the fee as requested and am receiving the services yet Brightspeed claims I did not pay the fee and they continue to charge me for it every month. I have provided the bank information to them proving that I made the payment yet they disregard it and claim I did not pay. This has been contested for several months now with no resolution I do not want my credit damaged or to be continued claim that they did not receive my payment. I would like this resolved as soon as possible. Just to let you know I did try to resolve several times they say they opened a ticket but I have heard nothing and they continue to bill me for the additional amount. As mentioned I am concerned about their turning me over to a credit agency to damage my credit. Thank you!

    Business Response

    Date: 03/22/2024

    March 22, 2024

    Dear ***********************,

    I appreciate the opportunity to review the complaint that you filed on February 29, 2024, regarding a billing issue for a new service drop line.

    In your original complaint you mentioned that you were instructed to pay one of our contractors a fee to install a new line.  Our records showed that this was to be paid to us.  Once one sent us proof of payment, it showed Brightspeed not our contractors name.  I have forwarded that payment information to our financial department for review and a payment investigation has been started.  This investigation *** take up to 30 days to resolve.  Please reach out to me directly with any questions.

    We acknowledge your concerns and apologizes for any issues or inconvenience that *** have been experienced.

    Sincerely,


    **************
    Brightspeed - Customer **************
  • Initial Complaint

    Date:03/01/2024

    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 writing on behalf of my 87 year old mother. She has had the same phone number for 60+ years under ********************************** and has now switched to Spectrum. We were both assured by Brightspeed yesterday that her number ************ would have calls forwarded to her temproary number ************ by the end of the day yesterday. As of this morning the calls have not been forwarded. We requested the forwarding until Spectrum can port the number over to their system. My Mom has gotten weird calls and is extremely stressed that people can not contact her. She called Brightspeed this morning and was told the number doesn't exist in their system, yet yesterday they was a pending ticket forwarding calls. The right hand doesn't know what the left hand is doing at this company!My mother switched because she had enough of this company when her phone was out for 7 days over a period of 2 weeks and we just kept getting the run around. They fixed it one day and it was out the next...excuse after excuse. Then when we requested a refund and were told we would get a credit for those days she got the bill and there was no credit.And it is very frustrating to call them when you hear so much noise in the back ground of laughter and talking and it is hard to concentrate and hear what the rep is telling you.We need my Mom to have her phone number. She is calling Spectrum to see if the porting can be done asap instead of having to wait until a week from today.

    Business Response

    Date: 03/14/2024

    Good morning, 

    Regarding the last email sent from ************************ on 3/11/2024, I sent her the following email on 3/5/2024, but never received a response.

    * * * * * * * * * * 
    Tuesday 05, March 07:51:47 AM MST, '************************* <****************************************************>' wrote:
     
    Good morning, 

        No bill has been generated for the call forwarding service, a change order confirmation was sent showing the call forwarding and the billing changes.  That order was cancelled due to the ************ order, so that will never bill.  Also, her billing statements have always billed ahead of time from the 17th of one month through the 16th of the following month, that's her normal billing time frame.

        Finally, a credit was given on February 28th for $30, for the service outage.  The current charges are only $15.89.  I hope this information helps.  Thank you in advance. 

    * * * * * * * * * * *

    As far as any billing, there isn't any, the account has finally ported out, dated 3/6/2024, and the account balance is now -$44.95 (due to the account being ****************************.  That balance credit should be received no later than 30 days from now.  I hope this helps, thank you in advance.

    Sincerely,

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

    Brightspeed Customer Advocate
  • Initial Complaint

    Date:02/29/2024

    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.
    Date: 11/26/2023 Background: I called to connect Brightspeed. There was a prior account with Century Link. We were switching to Brightspeed.Here are the issues:1. We work from home. It was crucial that we do not have downtime. I told them so. They were 100% certain that the service would remain intact until the day of switchover. Expected: We would have no downtime. Actual: We were down over a week. We could not work and lost income due to this installation. Their response was to say 'of course there is downtime. We have to install wires'2. The technician came out to install. My elderly sick Mom on oxygen was there. My sister was with her. I spoke to the technician on the phone while there. He told us all that the unit is a free standing unit. I told him that we work on both ends of the house, to place where easiest, and I could move it if needed. Expected: I could move if an issue. It is a free standing unit.Actual: He drilled into the wall. In the middle of a wall and ruined the entire wall. He didn't clean up after himself. He also put it in a bedroom, right next to the bed. I called several times. No one would come out to modify it. A few months in, and that person is now experiencing severe medical issues and the Dr actually asked if we live near a satellite. **************** just hang up and will not come out. 3. I was to receive a sign up promotion for $200. I never received it.This Company has cost me lots of money, caused medical issues and will do nothing to help.

    Business Response

    Date: 03/12/2024

    Brightspeed has completed the review of the complaint submitted by *********************** regarding issues related to her internet service. 

    Our records indicate the relocation of the modem was completed on 3/1/24.

    Regarding the wall damage, the customer is advised to call ************ to report the incident to our risk incident notification network, *******. They will contact the appropriate teams so that actions are taken as soon as possible to further reduce risks. 

    The promotional gift card is sent out after 3 months of service and should be arriving soon via email. 

    I apologize for any issues or inconvenience that *** have been experienced and hope this matter has been resolved to the customer's satisfaction.  

    Thank you,

    ***************************
    Brightspeed Customer Advocacy Group





  • Initial Complaint

    Date:02/28/2024

    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 set up autopay when I opened my account. My first bill was due 2/22/24. I noticed on that Thursday the 22nd the money did not pull from my account I waited until Monday the 26th to call because it still had not been pulled but there was a payment receipt and confirmation number on the app. When I called my concerns were brushed aside by some service rep who said well it has been paid there is nothing for us or you to do, dont worry etc. However, when I looked today 2/28 the money had still not been pulled and now when I log in it is saying my payment is late and somehow I am no longer enrolled in autopay. Clearly the rep was wrong, I hope they do not try to charge me for the late fee.

    Business Response

    Date: 03/12/2024

    Brightspeed appreciates the opportunity to review the concerns regarding the complaint that has been submitted by ******************.

    In a review of the account associated with this complaint, the customer initially tried to set up Autopay but entered the wrong information which caused a payment back out on 2/27. Our records confirm that Autopay has been successfully set up with a credit card and payments should begin drafting the next bill cycle.
     
    At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 

    I apologize for any issues or inconvenience that *** have been experienced.  

    Thank you,

    ***************************
    Brightspeed ***********************
  • Initial Complaint

    Date:02/27/2024

    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.
    ever since brightspeed took over from centurylink in maybe the fall of 2022 they have been harassing me to do online billing. i dont do online billing because i live in the middle of nowhere and only have satellite as an internet provider and its not very reliable. also, i dont feel comfortable putting my information online for billing and i work for the united states postal service so i choose to support them by sending in my bill through them. for about the first six months or so they stopped sending the monthly bills that centurylink was sending and only sent me an e-mail saying that my bill was available online. i tried to call but it was an automated system that nobody answered. after about six months they sent me a letter that my account was past due and they gave me a number to call. i told them that they hadnt sent a bill to me since they took over and i will gladly pay for the months i havent paid for but i wasnt paying any of their crazy late fees. they agreed, wiped them out and started sending a bill every month but they fixed it so it automatically adds a late fee to my account. number one, my credit score is over 800 and it didnt get that way by paying my bills late. i write my checks within a day or two of getting my bills. number two, when i get my bank statement every month it shows the check to them clearing before the due date. im sure they dont like that im locked into a lifetime price. my bill is $55.00 a month which i pay and they add a ***** late fee every month that i dont pay. this has been going on for the last year or so. they still send e-mails saying that my bill is available online and i just got one saying that the bill is $199.00. its enough already. *** tried to call months back but i swear they have my number blocked. its clearly harassment and it needs to stop. my account number is *********. thank you.

    Business Response

    Date: 02/27/2024

    February 27, 2024

    Dear ***************,
    I appreciate the opportunity to review the complaint that you submitted on February 17, 2024, regarding a billing issue and late fees.

    Once researched I found late fees from December of 2022 through the present totaling the amount you advised of.  I have issued a credit to the account effective today.  The account balance is now at a $0 balance.

    Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.

    Sincerely,

    *************************
    Brightspeed Customer Advocate

    Customer Answer

    Date: 02/28/2024

     
    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. 

    Customer Answer

    Date: 03/11/2024

     
    I am rejecting this response because:
    well, about a week or two ago i agreed to close complaint # ******** against brightspeed after receiving an e-mail from ***************************** stating that he had issued a credit to my account and my balance was at 0. this was two days after i sent in payment for my current bill minus the bogus late charges so i figured that i would have credit towards my next bill. well guess what? they didnt even apply the payment to my account and sent me a ************************* notice stating that if i dont pay all of their bogus late fees they will disconnect my phone on march 15th. i should have never agreed to close my complaint until i received a proper bill. this guy is a piece of work. this company is so shady and they continue to harass me even after i put in a complaint with them. i want you to understand that they have my account automatically set up to apply a late fee every single month. my bank statements show my check clearing every single month before the due date. they should be paying some hefty fines for this behavior that they have NOT straightened out even though i received an e-mail from this clown that they did. i have no more patience for this and am ready to hire an attorney because i have clear evidence that they have been bullying and harassing me because i refuse to do online billing. yeah right, like i would trust this company with my billing info. that will never happen. i would appreciate it if you would call these people out on their shady business practices. this guy did absolutely nothing.

    Desired Resolution:
    Billing Adjustment

    Business Response

    Date: 03/13/2024

    March 13, 2024

    Good morning, 

    My sincere apologies, the credit for the $208 that I advised of on the 27th just did not go through.  I have re-isued that credit and confirmed all has gone through.  The current account balance is now -$64.00 in your favor.  Please dis-regard any disconnect notices and they are invalid.


    Sincerely,

    *************************
    Brightspeed Customer Advocate

    Customer Answer

    Date: 03/14/2024

     
    I am rejecting this response because:

    i want to wait until i get my next bill before i close out this case again. i want to make sure that there is indeed a credit on my account and more importantly, i want to make sure that there is not a late charge automatically applied. the response said that there is a credit on my account but he said nothing about removing the automatic late fee that is applied to my account every month. there is just no way to tell if everything is indeed corrected until i get my next bill. thank you.

    Customer Answer

    Date: 03/14/2024

    my bill will be due on april 11th. it does not arrive on the same say every month but it should be hear by the end of march. last month i received the bill on february 27th and sent my check out on the 28th. thank you.
  • Initial Complaint

    Date:02/26/2024

    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 had been having recurring problems with the internet service that had been provided. After my previous complaint to BBB, they resolved that problem by providing a newer model of router which worked fine for one week, but now I have lost the phone service that Brightspeed provides. I have tried customer service, but get a recording directing me to try later. I pay my bill without exception, while they provide me service littered with unpredictable outages and scarce options available for rectifying their lack of service that always abounds complete with deceit.

    Business Response

    Date: 03/04/2024

     March 4, 2024

    Deara Mr. ************************

    I appreciate the opportunity to review the complaint that you submitted on February 26, 2024, regarding your internet service issues.

    I reached out to our technical support team for service review and customer contact.  I found that our technical support team reached out to you and is still waiting for your contact with them.  I found that our modem and internet are authenticating well, likely a phone issue.  Call back attempts have gone unanswered.

    Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.

    Sincerely,

    *************************
    Brightspeed Customer Advocate

    Customer Answer

    Date: 03/05/2024

     
    I am rejecting this response because:
    Their response is minimal. They received no response to the previous complaint because they disconnected my phone service immediately after sending the new modem. My phone service was connected only after I filed the new complaint.

     

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