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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,311 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:06/27/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    So I have Brightspeed internet as my internet provider . Well for the past 3 months Ive been getting charged for 2 internet services and I only have ever had one . How this got added to my account ? I asked the same question when I noticed I had over paid one month I called . They claim to have fixed the problem & gave me a credit . Well 2 months go by and here this month its the same problem. But also no my internet is off and I have a credit on my account and I have been without internet for 5 days !!! Ive called multiple times etc . Also this is how I make my money they keep telling me the same thing its gonna be on in 2 to 4 hours and still nothing . They have been giving me constantly run around about this . Im completely fed up and need something done about this .

    Business Response

    Date: 07/10/2025

    July 10, 2025


    Re: Moe ************************** ID: ********
    Notice of Complaint Filed: June 27, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues.  After review of the account, I have created a ticket to have the extra internet service that is billing removed from your account. Please allow time for the ticket to be worked and the account cleared of the service. There is still a credit to your account at this time due to the correction taking place.

    We appreciate Moe ************* 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:06/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 has been out since Wednesday 6/25, Ive been given multiple different etas on when it would be fixed and theyve missed every one of them. They havent been honest with me. They havent returned my calls. They wont let me escalate my calls. I dont know when my service will be turned back on and because Im having to use the hotspot on my phone this outage is costing me money.

    Business Response

    Date: 07/11/2025

    July 11, 2025 

    Re:    Better Business Bureau (BBB)
              **** *******
              Complaint ID: ********
              Notice of Complaint Filed: June 27, 2025

    Dear **** *******,  

    Thank you for reaching out to the Better Business Bureau (BBB) regarding your internet service outage. After a comprehensive investigation, we can confirm that the issue affecting network traffic has been successfully resolved, and your internet service is now fully operational. A service credit of $89.00 has been applied to your account as of July 11, 2025,under confirmation number CM00169181. We appreciate your patience and understanding and thank you for being a valued Brightspeed customer. If you have any further questions or require additional assistance, please dont hesitate to reach out.Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

    CC: **** *******
    CC: Better Business Bureau

  • Initial Complaint

    Date:06/27/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 Brightspeed (copper line) phone service. It has always been unreliable, but the past few months have been horrid. Since April 2025, our phone has been broken on 4/16, 4/27, 5/21, 5/29, and 6/16/2025. Normally it is out 1-7 days. We have been without phone now since 6/16, which is nearly 2 weeks. Brightspeed sent a repairman a week ago (it took a week to get him here), and he could not fix it and escalated it. No one ever came back. So, they made another appointment for 6/27. They never showed up for it. I called them and they said they rescheduled us to 7/2 WITHOUT TELLING US. Ive sat home for yet another day waiting for someone who never showed up. So, as of today, I have had no phone for two weeks and they dont come to their repair appointments. I have no idea what to do next.Brightspeed should have their license pulled if they cannot service their customers. Despite repeated hour-plus long calls and days of lost time, we still have NO WORKING PHONE. No one at Brightspeed seems to be able or willing to do anything to get our phone fixed. We are retired and would like a working phone in case of emergencies. Can you help make contact with them so they will come repair our phone? Thank you.

    Business Response

    Date: 07/01/2025

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


    July 1, 2025


    Re: ******* *****
    23528590
    Notice of Complaint Filed: June 27, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms.Crains repair concerns. Following a thorough review of the account, ****************** discovered a duplicate *** complaint with the same complaint description.Brightspeed is addressing the concerns through the *** complaint.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

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


    CC: ******* *****

    Customer Answer

    Date: 07/01/2025

     
    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:06/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    After many phone calls to Brightspeed, we finally put an order to have service connected on 5/28/2025. We were told they would ship a modem and we could do a self installation. They charged my credit card $63.50 on 05/29/2025. We didnt receive a modem, but received notice that a technician would be coming out on 6/24/2025. I checked my account and the mailing address I gave the representative was not entered, so I had to call again. After being transferred multiple times, I finally got someone who seemed to understand my situation. She explained that a technician would have to come reconnect the service at the terminal and would bring the modem with him on 6/24. They said someone has to be present, so I put in for a vacation day at work for 6/24. I received an automated text at 3:00 PM on 6/23 saying the appointment was rescheduled to 7/17. There was no explanation given and no contact information. I called and again, I was transferred multiple times before finally talking to someone that understood. They contacted dispatch and scheduled the appointment for 6/27. I had to put in for another vacation day for 6/27. I received an automated text at 5:23 PM on 6/26 saying the appointment had been rescheduled to 7/31, over 5 weeks out. Again, late notice and no explanation. I immediately called Brightspeed and I was transferred six times and spent over 1.5 hours on the phone trying to get the situation resolved. I finally spoke to someone that said they could contact dispatch the next day (it was so late at this point, dispatch was closed). He gave me a direct department number so I could call the next day and wouldnt have to be transferred all around. I called back the morning of 6/27 and spoke to someone who contacted dispatch and said the next available appointment would be 7/17. I explained this was not acceptable, but the best he could do was to schedule for 7/8. He said they prioritize fiber customers and we are DSL/copper customers.

    Business Response

    Date: 07/11/2025

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


    7/11/2025


    Re: ***** *****
    Complaint ID: ********
    Notice of Complaint Filed: 6/27/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the install order. We were able to get the order completed early. I have not been 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

    Business Response

    Date: 07/11/2025

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


    7/11/2025


    Re: ***** *****
    Complaint ID: ********
    Notice of Complaint Filed: 6/27/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the install order. We were able to get the order completed early. I have not been 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:06/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 mother was called by a Bright Speed sales person and they informed her that if she did not sign up for the ******************* they would disconnect her services. She has a house phone and internet through them. When the technician came out, she asked him about it because she does not use her internet that much. He told her that they could not do that. He did not hook the fiber optic up at that time and did not hook her phone system back up. She has been without her phone since before June 13. She is 81 years old and lives by herself and her alarm is attached to the phone system. I have called and talked with someone regarding this about 4 times and they have rescheduled her twice already. They are saying that they cannot get to her before July. This is just unacceptable, when it is their fault this happened. I am waiting to see if they are going to bill her for the time she has not had a phone. I have talked with a Manager named Rinny and still cannot get anywhere with them. They have the worst customer service ever.

    Business Response

    Date: 07/11/2025

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


    7/11/2025


    Re: **** ********
    Complaint ID: ********
    Notice of Complaint Filed: 6/27/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer has decided to migrate to fiber services. That order is due to be completed 7/17/2025. I will follow up with the customer once that completes. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:06/27/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Over the past year, we have had intermittent internet service and calling the repair line has taken an extra ordinary amount of time, either on hold or repeating personal information, even if only calling back within a few days or within the month.This week we lost internet service again, and it appears that an ODOT mowing crew mowed over the lines that were only being held by an orange Brightspeed service bag, that was placed over the original box that had been ran over by a vehicle that lost control and went off the roadway.When calling the service number this week on 06-25-2025 at 10:29 am, I was provided a repair ticket number, OHCS03686762 . At 11:36am, I received a text cancelling the repair ticket with no explanation, and directed to visit *************************,/help/contact. How am I supposed to go to a website when I don't have internet service.I returned a call for service on Thursday, 06-26-2025 and received a new repair ticket, number OHCS03717612, for service on 07-24-2025.Brightspeed has installed the fiber optic box at the end of the road, but nobody from Brightspeed has reached out to myself, or any of the neighbors (who are also out of service at this time), about a timeframe of when the fiber optic service will be available.I am very disappointed in the customer service and if this doesn't get resolved soon, will likely be exploring other ********** addition, the service has been so inconsistent, Brightspeed needs to step up their service response times, in addition, they have the technology to track outages and automatically prorate their customer service bills.

    Business Response

    Date: 07/10/2025

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


    7/10/25


    Re: **** Wasilewski 
    23527371



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding an interruption to service and extended due date for 7/24/25.

    Currently, the earliest we were able to get this moved to is 7/16/25. We will keep looking for sooner appointments and openings. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


  • Initial Complaint

    Date:06/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    They will not fix phone, Have 2 appointments, no one showed up, but they say problem was fix. It has not been fixed. Every call I have static online, hard to hear caller.

    Business Response

    Date: 07/09/2025

    BBB of Southern Piedmont and Western N.C.
    **********************
    Matthews, NC 28105


    July 9, 2025


    Re: ***** *****
    Complaint ID: ********
    Notice of Complaint Filed: June 26, 2025


    Dear Kisis *****:

    Thank you for your recent submission to the Better Business Bureau (BBB) regarding the reported noise issue on the customers phone line. A new service ticket, WOT2483533, has been expedited and is scheduled for repair by July 11, 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

    Customer Answer

    Date: 07/12/2025

     
    I am rejecting this response because:  THE ***** IS STILL ON THE PHONE WHEN i GET INCOMING CALLS, IT CLEARS UP AFTER A MINUTE OR TWO BUT MOST CALLERS HANG UP BEFORE IT DOES THIS.  i HAVE NEVER HAD A PERSON TO OME TO MY HOME TO CHECK ON THIS PROBLEM.  after TALKING TO SEVERAL OTHER CUSTOMERS IN ******** NECK I FOUND I AM NOT THE ONLY ONE THAT IS HAVING THIS PROBLEM.  WHAT CAN I DO NOW TO GET THE SERVICE I AM PAYING FOR.  I JUST PAID A BILL EVEN THOUGH THE SERVICE IS VERY BAD.
    THANKS FOR YOUR HELP ON THIS MATTER I LOOK FORWARD TO HEARING WHAT I SHOULD DO NEXT.  *****

    Business Response

    Date: 07/16/2025

    July 16, 2025

    Re: Better Business Bureau (BBB)
    ***** *****
    Complaint ID / Rejection: ********
    Notice of Complaint Filed: June 26, 2025

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

    Thank you for your feedback. We understand your concerns regarding the noise issue you experienced. Ticket WOT2506923 was expedited, and the technician successfully repaired and verified your phone service. He also provided his direct contact information should any future issues arise. Please feel free to reach out to me as well if you need further assistance. Additionally, a credit of $49.77 has been applied to your account.

    The findings of our investigation have been submitted to the Better Business Bureau within the designated response timeframe.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

    CC: ***** *****
    CC: Better Business Bureau

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 experienced a power outage in the area, when this happens often the dialtone needed for phone service stops working.This happened on 6/23/2025 in the morning.I reported the issue. They acknowledged it is an outage and their responsibility.They won't send a technician to the area to fix till 8/21/2025.Attempts to get them to realize this is unacceptable failed.This means no phone or **************** during that window.

    Business Response

    Date: 07/05/2025

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


    7/3/25


    Re: ******** **********
    23525020
    Notice of Complaint Filed:6/27/25


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding an extended repair due date. Our records show that this account was *************************** by customer request on 6/30/25. 

    ****************** apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a business landline phone with Brightspeed . I called them to cancel the call forwarding option and they deactivated the phone line 2 days ago| After many phone calls, one lasting over 2 hours they say the service was canceled and they can't reactivate it. We need this landline as we are in a remote rural area and get spotty cell phone reception and we are in our 80's. Calling Brightspeed is totally hopeless as they give us a different story each time we call. Please help us resolve this problem. Thank You.

    Business Response

    Date: 07/09/2025

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


    July 9, 2025


    Re: **** *****
    Complaint ID: ********
    Notice of Complaint Filed: June 26, 2025


    Dear Kisis *****:

    Thank you for your recent submission to the Better Business Bureau (BBB) concerning the removal of the call forwarding feature and the inadvertent disconnection of the customers phone line. Following our investigation, we have determined that a service order is required to restore the customers phone service. Our team is actively addressing the situation and will continue to monitor progress closely. We remain committed to maintaining communication with the customer until the issue 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

    Customer Answer

    Date: 07/14/2025

     
    I am rejecting this response because: Have not received one.

    Business Response

    Date: 07/17/2025


    July 17, 2025

    Re: Better Business Bureau (BBB)
    **** *****
    Complaint ID / Rejection: ********
    Notice of Complaint Filed: June 26, 2025

    Dear **** *****,


    Thank you for your feedback. We understand your concerns regarding the inadvertent disconnection of your phone service. Upon review,telephone number ************ has been successfully reconnected, and its functionality was confirmed with you during a follow-up call. The findings of our investigation have been submitted to the Better Business Bureau within the designated response timeframe.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

    CC: **** *****
    CC: Better Business Bureau

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 wifi for my elderly father to video chat me in ** from IN. what a nightmare. I got all the equipment mailed to him paid someone to to install. Worked maybe 3 weeks. With complaint the phone line now has issues wont working. so now no phone line or wifi. I had spent money just to fly there to get the wifi working again. He was upset his *** couldn't call him anymore. go a tech to come. NO SHOW, no call no notice. Then spending hours on the phone and chat and email with customer service and tech. another appt set up spending another day at home waiting no show no call again spending hours this has happened 5 TIMES. unacceptable. Appointment was 2 months out. for today 6/26 again NO CALL NO SHOW for the chat to tell me its for 7/17 Nope not playing this game.

    Business Response

    Date: 07/10/2025

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


    7/10/2025


    Re: ******* *******
    Complaint ID: ********
    Notice of Complaint Filed: 6/26/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. The customer decided to ************************* internet service. The repair ticket was cancelled. I spoke with the customer. He advised there was no longer noise on the voice line. 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

Brightspeed is NOT a BBB Accredited Business.

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