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:08/19/2025

  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 filing a complaint against Brightspeed regarding ongoing service issues that have not been resolved for over a month.The first time technicians came to my home, they had to replace the entire line outside. On their second visit, I was informed that a new line still needs to be buried in the ground. More than a week has passed since that appointment, and the job remains ************* the meantime, the technicians set up a temporary router in my living room and ran a line from my basement, which now stretches across my kitchen into the living room. I was told the work would be completed the following week, but no one has returned. This temporary setup is unsafemy two-year-old has already tripped over the ******** this point, I am requesting that Brightspeed:1.Complete the installation immediately by burying the line as originally ***************** my account for the inconvenience, unsafe conditions, and poor service I have experienced during this time.I would appreciate your assistance in resolving this matter promptly.

  Business Response

  Date: 08/25/2025

  Spoke with Mr. *********** ****** and committed to taking full ownership of his concerns. Assured him that I will personally follow up to ensure the new line is properly buried, his service is fully restored, and the appropriate credits are submitted to his account. Confirmed that he will receive timely updates throughout the resolution process.

  Customer Answer

  Date: 08/29/2025

   
  I am rejecting this response because:
  
  I am still having connectivity issues and my problem has not been resolved. This is now gone on for almost two months. Havent received any of the compensation I requested either 

  Business Response

  Date: 09/05/2025

  Spoke with Mr. *********** ******, who confirmed that his service is now functioning properly. However, the line has not yet been buried.
  
  I assured Mr. ****** that the bury ticket will be escalated for prompt attention. Additionally, I will be submitting three months of out-of-service credits to his account to address the inconvenience experienced.

• Initial Complaint

  Date:08/19/2025

  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.

  About 2 months ago my internet service failed. It took about 2 weeks to get a tech. He stated the problem was in a junction box located a half mile from house. He fixed the problem. Now my internet has failed again. They are saying another 10 days before they can send tech. So now I am going to be without service again for the second time in 2 months. I asked to speak to a supervisor today. The person on phone said they did not have one available.

  Business Response

  Date: 08/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  August 25, 2025
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: August 20, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of service issues.  
  
  Mr. ******* currently has an open dispatch order (WOT2719379) scheduled for 08/29/2025.
  On 08/25/2025, I spoke with Mr. ******* via *** and informed him of the current scheduled date. I advised that if an earlier appointment becomes available, our ******************* will reschedule accordingly and notify him via text message. I also provided my contact information for any follow-up.
  Once services are fully restored, Brightspeed will review the account and apply any applicable credits.
  We appreciate Mr. ******* for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.

  
  Sincerely,
  ***
  Brightspeed Escalation Management

  Customer Answer

  Date: 08/29/2025

   
  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:08/19/2025

  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.

  Brightspeed bought ********** several years ago. We have been with them multiple years, the only phone line internet connection available in our rural area. The last few years we have struggled with service especially during rainy windy weather where connections were interrupted. Each year we call, and some repairs are made but we are told the substation needed major updated. It was coming. Minimal reimbursement for no service. We have been patient and dealt with it. This year has been the worst. Waiting up to 6 weeks for repairs checks. Several have now switched to other providers. I have made multiple calls and have basically learned no update is coming to our rural area soon. But they are promoting their service in our area. One person says coming soon. They are going fiber. But another call and learn not here in our rural area anytime soon. It has cost local businesses money when the lines are constantly down. Change is more costly. No one can tell which service would be best. Can we get a real answer???

  Business Response

  Date: 08/30/2025

  Dear Kisis *****:
  

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

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

  We are still waiting on any information regarding a potential timeframe for Fiber roll out in Mrs. ********* area. Fiber is the superior technology and overall better than copper. 

  We will keep this case open to get an answer, if available.

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

• Initial Complaint

  Date:08/19/2025

  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 have had an account with ****************** for internet service for several years. My payment is $***** each month only for internet service. I have set up a direct pay for Brightspeed to pull the funds from my account. For the month of June 2025 I was charged ***** twice, on July 2025 I was charged. *****. My bill for Aug.2025 is *****. There have been no add ons from my home so there is no reason for the fluctuations. In 2024 I have ****** for Sept. 2024 and again in July 2024. From May thru Dec. 2024 it would appear I was charged ***** each month. This would be a an additional refund of ****** which I did not include in the 2025 refund amount due to this being 2 diff. years.I called Brightspeed numerous times about this issue. Today I called 3 times and each person I spoke with could not give me an answer. They would tell me "let me check" then they would come back on the line and tell me the additional monies were for late fees. How can I be charged late fees when this company has a set date to pull the money from my account. Due to not fully being able to understand the conversation due to the heavy foreign accent of the people on the phone, I became very frustrated. Twice I asked to be able to speak with a supervisor and each time I was given an excuse why I could not speak with a supervisor. The last person on the phone offered me ***** credit to my account. I told her I did not want a credit as I am terminating this service as soon as my refund (via check only) is issued. I went so far as to explain that I would be calling the corporate office, still I was not allowed to speak with a supervisor. I have set up the means for this company to get their money each month, but they continue to charge me a late fee. It would appear this late fee is attached for no particular reason as it is sporadically applied.

  Business Response

  Date: 08/25/2025

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

  
  Good Afternoon

  I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by The Better Business Bureau on your behalf. This complaint relates to the refund amount you have requested. I have requested a total of $121.76 in refunds for you. I had to spread it over 2 different bills. You should receive two different refunds, one for $98 and another for $23.76. Please  understand that bills will continue to generate until you close your account.
  We recognize the importance of concerns regarding your recent 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

   
  I am rejecting this response because: i was still charged a late fee today so my refund amount needs to be adjusted. I am closing my acct today so no other payments are generated. I will accept the 2 refund amounts as soon as the adjustment for today is made.
  Thank you

  Business Response

  Date: 08/28/2025

  Good Afternoon,

  The Bill PDF that was included with the complaint was generated on 8/1/2025. The current amount showing on the account is a credit of $102.90, which covers any late fees assessed on the account when it was printed.

  BILLING & PAYMENTS
  Billing Account Status - Voluntary Disconnect
  Payment Due Date - 08/25/2025
  
  Previous Balance - $142.10
  Recent Payments/Adjustments - ($317.76)
  View Details >
  Remaining Past Due - $0.00
  Total New Charges - $72.76
  View Details >
  Total Balance Due - ($102.90)
  

  Bill Generation Date - 08/01/2025
  
  We genuinely empathize with the inconvenience and are sorry for any challenges this may have caused you. 
  Thank you for your understanding and for bringing this issue to our attention.

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

• Initial Complaint

  Date:08/19/2025

  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.

  This is an issue that has been ongoing with Brightspeed. I have previously contacted the BBB and reported this company, but the issues are persisting. In our area, Brightspeed is the only "high speed" internet available, even though we get maybe 30 mb/s on a good day. Our entire area is prone to internet outages. Some last five minutes, while some last hours, and on the rare occasion, a day or two. I've worked with Brightspeed multiple times on working toward a resolution without the need for mediation, but to no avail. When I reached out to this company on 08/19/25, I was told they couldn't do anything about my internet outage or give me a credit for the time our outage lasted. Bevika, from customer care department, tried to make me aware that the account was suspended, even when there is a billing statement (photo provided) that discloses not only is the account active, but it is also caught up on its payments! Nowhere in the system should the account be suspended! I've reached out about issues with internet outages before, yet the problem still persists! I'm open to negotiations in order to seek resolution to this issue!

  Business Response

  Date: 09/01/2025

  September 1, 2025
  
  
  Re: ****** Maxson 
  Complaint ID: ********
  Notice of Complaint Filed: August 19, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  After review of the account, adjustments have been made on the account in the amount of $94.20 and will be posted on the 9/15/2025 billing statement. If you have further questions, please contact us directly.
  

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

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  CC: ****** ******
  

  
  

  Customer Answer

  Date: 09/02/2025

   
  I am rejecting this response because:
  The internet service is still going in and out multiple times a day and a small financial credit is not the resolution I'm seeking. I'm looking for a solution to the issues with the service. I would like the BBB to know that I've reached out to Brightspeed, who agreed to work with me on a different resolution to this issue. I am rejecting this solution because it is not the resolution I'm seeking. Please note that I may be contacting the BBB for future complaints if the issue is not resolved in the time period that was agreed upon. I acknowledge this ticket may be closed until both parties agree/disagree with a resolution.

  Business Response

  Date: 09/05/2025

  September 5, 2025
  
  
  Re:****** Maxson 
  Complaint ID ********
  Notice of Complaint Filed: August 19, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have review your case and do not see any open appointments for techs at your location. The last tech visit was on 8/5 and it was determined that that was no trouble all the way to the NID(network interface device). If you are still have issues, please let us know. General latency is to be expected.
  

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

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
  
  
  CC: ****** ******
  

  
  

  Customer Answer

  Date: 09/08/2025

   
  I am rejecting this response because: Since bringing this issue about Brightspeed forward, the only contact I received from this company was what was replied to here. Because of this, I have been in contact with the customer care line of this company, and we have reached a potential resolution for both parties. The issue won't see any potential resolution until the beginning/middle of October, so I will have no choice but to close the ticket. I would also state again that I understand that further correlation between myself and the Better Business Bureau can ensue if the resolution isn't met by the company. I understand that there are occasional outages, but these typically aren't as frequent with many other **************** Providers, especially those that are hard wired connection. That is why I was seeking answers to this issue. With this in mind, I understand that I can contact the Better Business Bureau and open a new ticket in the future if this isn't resolved or the supposed resolution falls through. With that in mind, I give sole permission for this ticket to be closed. Thank you, and have a great day!
  

  Customer Answer

  Date: 09/08/2025

   
  I am rejecting this response because: Since bringing this issue about Brightspeed forward, the only contact I received from this company was what was replied to here. Because of this, I have been in contact with the customer care line of this company, and we have reached a potential resolution for both parties. The issue won't see any potential resolution until the beginning/middle of October, so I will have no choice but to close the ticket. I would also state again that I understand that further correlation between myself and the Better Business Bureau can ensue if the resolution isn't met by the company. I understand that there are occasional outages, but these typically aren't as frequent with many other **************** Providers, especially those that are hard wired connection. That is why I was seeking answers to this issue. With this in mind, I understand that I can contact the Better Business Bureau and open a new ticket in the future if this isn't resolved or the supposed resolution falls through. With that in mind, I give sole permission for this ticket to be closed. Thank you, and have a great day!
  

• Initial Complaint

  Date:08/19/2025

  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 have business internet with this business, and they have suspended my service when I have made these payments already and have the transactions to prove all. They are saying I owe more than I am invoiced for. I paid three payments at one time and then two more payments and should be one payment owed for current bill. I have called several times. From another call a ticket was to be issued and never was to resolve issues. They said there is nothing they can do when I have all of the documentation. I refuse to make a payment over what I am invoiced. No one has helped and this has been several months. I have explained this over and over. They said I owe over $400 when I only have one payment due for current month. How can I owe over the amount of my invoices.

  Business Response

  Date: 09/01/2025

  
  September 1, 2025
  
  
  Re: ****** ******-evans 
  Complaint ID: ********
  Notice of Complaint Filed: August 19, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  After review of the account, I sent your file over to the small business department to have someone  contact you about payment arrangements on your account.
  

  We appreciate ****** ******-evans  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:08/19/2025

  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.

  We cancelled our account with ****************** effective July, 8 2025. I have spoken to them multiple times since then about the cancellation. Each time I get a different answer from they can't figure out why it hasn't been cancelled and last week I was told it would take an additional 48 hours to push the cancellation through. Today I received another bill (that I was told we would not owe) and have been on hold for 40 minutes (and counting).

  Business Response

  Date: 08/26/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 26, 2025
  
  
  Re: ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: August 19, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of service issues.  
  I spoke with ******* to discuss and resolve the concerns regarding her account closure and billing discrepancies.
  These issues have been escalated to our ************************* for further investigation. I will continue to monitor the progress closely and keep ******* informed until a resolution is reached.
  We appreciate Mrs. ***** for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.
  Sincerely,
  ***
  Brightspeed Escalation Management
  

• Initial Complaint

  Date:08/19/2025

  Type:Sales and Advertising 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 signed up for service early this year but there were problems with connection. A service crew came out and replaced something at the road. However service still couldnt be connected. In the meantime I started receiving bills immediately and showing past due. Ive called every month to address that I cannot pay for service not yet provided. They waive the balance every time which confirms the error on their end. The last 3 cycles I have requested cancellation but continue to receive past due bills. This has to stop and now Im concerned about credit reporting. In my last call the representative said they had no records on the account.

  Business Response

  Date: 08/25/2025

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

  Good Afternoon
  I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by The Better Business Bureau on your behalf. This expedited complaint relates to your account not being cancelled yet as well as any amounts owed. 

  
  I zeroed out the invoices on the account due to the service never working. There is also currently a 
  - $48.09 balance owed, which should be sent out in a few weeks once the account is closed. There is also a pending disconnect order VA4300006718, which I have requested to be expedited.
  We recognize the importance of concerns regarding your recent experience and commend the urgency expressed in the complaint details. We genuinely empathize with the inconvenience and are sorry for any challenges this may have caused you. 

  
  Should I require any additional information, I will reach out to you accordingly. In the interim, if you need to contact me, please respond to this email and include the case number for reference.
  Thank you for your understanding and for bringing this issue to our attention.

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

  
  

• Initial Complaint

  Date:08/19/2025

  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.

  Brightspeed ************** Let me begin by saying that as a retiree who receives my pension check through Brightspeed, I know what good customer service once was and how much it matters. Unfortunately, my recent experience has been the opposite.I have been without a working phone line or dial tone since July 6, and I reported this outage that very day. It is now late Augustwell over six weeks laterand the problem still has not been resolved. Each time I call, I am told the same response: Sorry for the inconvenience, your service will be repaired. Yet nothing has been done, and I remain without the essential service that I continue to pay for.This situation is unacceptable, not only for the inconvenience but also for the safety risks of having no landline service for such an extended period. I am requesting immediate action to restore my phone line without further delay.If this matter cannot be resolved promptly, I will have no choice but to escalate my complaint to the ***************************, the Better Business Bureau, and other consumer protection agencies.Please treat this issue with the urgency it deserves. I would appreciate a direct update on the repair status and a timeline for when I can expect my service to be restored. Additionally, I request that Brightspeed review my account for appropriate billing adjustments due to the lack of service since July 6.Thank you for your prompt attention to this matter. I look forward to your immediate response and resolution.

  Business Response

  Date: 08/21/2025

  Spoke with Ms. ******* ******, who confirmed that her service has been successfully restored. Verified that appropriate credits have been applied to her account to address the service interruption. Ms. ****** was advised to contact us directly should any further questions or concerns arise regarding the recent repair.

  Customer Answer

  Date: 08/21/2025

   
  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:08/19/2025

  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.

  The problem with Brightspeed is that they were providing phone and internet service but for the past month or as of 6-25-2025 I have made several calls to the repair service to have the phone line and internet access repaired. All of the repair requests went unanswered as no technician came out to repair my service The last repair date was pushed out four weeks from July 17, 2025.I am seeking to have my payment of $136.65 to be refunded to me for not providing the services that I was paying for. I have since replaced Brightspeed with another provider for phone and internet access. The repair service at Brightspeed is poor at best and should be looked into by the company if they want to keep customers

  Business Response

  Date: 09/01/2025

  September 1, 2025
  
  
  Re: ****** Batchek 
  Complaint ID: ********
  Notice of Complaint Filed: August 19, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  After review of the account, I have adjusted $138.59 from the last bill cycle. Please allow time for the adjustments to process on next billing cycle on 9/4/2025.
  

  We appreciate ****** Batchek  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: ****** *******