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:08/15/2025

  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 no internet. Our service is out more than it is up. I had not intent on July 15th, August 5th, August 6th, and today. It goes up and down daily. When I call them, they are foreign. I cannot understand them, and they cannot understand me. There is an old box, at the end of the road, at the corner of ******************* and *********, the motherboard has been replaced but the box it too old to handle it. They were supposed to install fiber optics out here, but they haven't, they stopped at teh edge of town. My children have returned to school and need internet to perform school work. The last call, they asked for access to my phone which makes me think they are trying to commit some kind of scam, they don't need access to my phone to replace the box.

  Business Response

  Date: 08/29/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 29, 2025
  Re: ***** *******
  23751478 (complaint id) 
  Notice of Complaint Filed: August 15, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding intermittent issues on ***** ********* internet services. I have scheduled a dispatch to investigate the pedestal and equipment. The estimated completion date is 09/12/2025 I have also issued a credit on the account for the charges  of ***** This will appear on the next billing cycle. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** *******

  Customer Answer

  Date: 09/05/2025

   
  I am rejecting this response because: 

  I am contacting you per the letter I received. My internet was fixed for seven days and back out again the same thing keeps happening over and over again. They say it's fixed and then 2 to 3 days later or even a couple hours later it's out again.I actually just received a text today at about 12:50 pm that says they will be here Friday to fix it. I never contacted anyone cause it wasn't out. Then all of a sudden at about 2:30ish pm it went out. So it's not fixed.

                                                  Thank You

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

  
  

  Business Response

  Date: 09/09/2025

  BBB of Southern Piedmont and Western N.C. 
  *************************************************;
  Matthews, ** 28105 
  September 09, 2025
  Re: ***** *******
  23751478 (complaint id) 
  Notice of Complaint Filed: August 15, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding intermittent issues on ***** ********* internet services. The services had failed after the repair of the damaged equipment. The new schedule for the cabinet where the equipment is to be repaired is on 09/12/2025 .  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** *******

  Customer Answer

  Date: 09/11/2025

   
  I am rejecting this response because:
  As of now I have internet. It's  the constant going out and having to deal with keep calling to get it fixed and being told I have do do stuff through my phone to fix it. Not having it fixed for a week at a time, to be fixed for an hour a day just not sure then keep being told there is an outage in the area .But it's not a whole outage it's a pedestal the goes out and instead of fixing it correctly  it is just band-aid temporary fix. Out of the last 3 months I have only had service about 50% off the time which is ridiculous.
  Thank you
  ***** *******
  

  Business Response

  Date: 09/16/2025

  BBB of Southern Piedmont and Western N.C. 
  ***************************;
  Matthews, NC 28105 
  September 16, 2025
  Re: ***** *******
  23751478 (complaint id) 
  Notice of Complaint Filed: August 15, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding intermittent issues on ***** ********* internet services. The cabinet was replaced after having been damaged and the internet has an uptime around 12 days at this time. There is not a current Fiber or Wireless 4G upgrade in the area to get the services off of the copper DSL. No higher speeds or alternate connections at this time.  Brightspeed apologizes for any issues due to the experience and inconvenience
  Sincerely, 

  
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** *******

• Initial Complaint

  Date:08/15/2025

  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.

  Cancelled my service April 14th of this year. I was due a refund of $80.64. I was told it would take 8 to 10 working days to process. Its been 4 months. I contacted them on 6/11, 6/25, 7/3, 7/11, 7/29 and I started sending emails thru the contact page everyday since 8/12 and have only gotten the standard reply ' we will look into your issue and get back to you. ' all the phone calls to customer service agents have been wasted time, all have said they will correct the problem and i should have my refund in 8 to ten days. They all are following the same script. I'm told they are transferring my call to a supervisor or accounting but they all have the same script. I don't think my call is going anywhere except to the guy in the next cubicle. Can you help.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  Re: ******* D Killip 
  Complaint ID: ********
  Notice of Complaint Filed: August 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  Customer emailed in and stated that they have received their refund. We do apologize for the long wait on the refund. If you have any further concerns please let us know.
  

  We appreciate ******* D Killip  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: ******* D ******
  

  
  

  Customer Answer

  Date: 08/28/2025

   
  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:08/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed has failed to repair internet outage for the past month. Extremely poor service.

  Business Response

  Date: 08/20/2025

  Re: 23751333
  
  Dear Kisis *****: 
  
  We have received the following complaint. However, upon review, we found the information provided pertains to the individual filing the complaint rather than the affected customer. Unfortunately, this discrepancy prevents us from addressing the issue. The complaint was filed by Filed by ******* *********
  1712 ********* style="font-family: proxima-nova, Verdana, sans-serif; font-size: 14px;">********, ** 24185
  Daytime Phone: **************
  E-mail: *****************************************

  We kindly request that you provide the correct information related to the affected customer so we can assist further. 
  
  Thank you for your understanding and cooperation. 
  
  Best regards, 

  Jo C
  Customer *************** ****************** 
  

  
  

  Customer Answer

  Date: 08/22/2025

   
  I am rejecting this response because:
  I am the affected customer.  account is in my late husband, ***** G. ********* s name (ssn# ****) .  Address you listed is the state road number.  Mailing and home address is ***********************************************.  I have been a customer of ****************** for ** plus years.

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ******* *********
  Complaint ID: ********
  Notice of Complaint Filed: August 16, 2025
  
  Dear ******* *********:
  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, ******* *********, about No Internet/outages.
  Previous dispatches were issued but customer was involved in outage - **********. While those dispatches were sent as scheduled, the customer was unfortunately impacted by 2 outages during that time-
  WOT2516147 opened 07/16/2025  but closed due to outage NOC0153000 
  WOT2588161 opened  07/29/2025 but closed due to outage NOC0164726
  Repair ticket WOT2695927 / VACS06701721 due by 8/26. Out of service credit has been applied to customers account viewable within 2 billing cycles.
  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

• Initial Complaint

  Date:08/15/2025

  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 cost was increased with no notice to me. My internet quality decreased significantly. I called and was informed line degraded. Appt was scheduled for Aug 5 (called July 18). On Aug 5 no one came to appt. I called and they had rescheduled for Aug 15 with no reason. I had to call for that information. On August 15 at 8 am I received a text that the appt. was rescheduled again, for Sept. 9. I currently have spotty service at best, and being charged my full bill, and given no reason for the changing appointments or offered any compensation. I have lost more work hours than internet cost at this point.

  Business Response

  Date: 08/28/2025

  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 account was *************************** as of 8/24/24. 

  There is a pending refund that is handled by automation and should be issued automatically by 9/24/25. 

  Sincerely,
  **** *.

  Customer Advocate

  Customer Advocacy Group, ******************

• Initial Complaint

  Date:08/15/2025

  Type:Order 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 mostly amused by these incompetent employee's of Brightspeed. I switched to Socket a year ago. (same service but $50 a month savings)I want to know why they send me these "invoices" every month but won't send the check.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  Re:      Better Business Bureau (BBB)
              *** *****
  Complaint ID: ********
  Notice of Complaint Filed: August 15, 2025
  
  Dear *** *****:
  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,*** ***** about a credit owed to you.
  Upon review,the account for billing telephone number shows active. After further review,will mail any credit owed to you at the address provided on the complaint
  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: *** *****
  CC: Better Business Bureau

• Initial Complaint

  Date:08/15/2025

  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.

  On July 8, 2025 I cancelled my Brightspeed internet service effective August 15, 2025. I received a confirmation number for my cancellation. On August 13, 2025, I received an email from Brightspeed informing me that my credit card would be charged on August 15 for the usual monthly charge for internet services for the period August 15 to September 15, 2025. I telephoned Brightspeed to ensure that I would not be charged on August 15 because I had cancelled the service. I was assured that I would not be charged but the representative refused to provide any email or other assurance that, notwithstanding the August 13 email, my credit card would not be charged. I returned my Brightspeed modem to Brightspeed on August 13, 2025. My account was on auto pay and the Brightspeed website will not allow removal of the credit card or cancellation of auto pay. On August 15, my credit card was charged the usual monthly charge. My online account shows that my credit card will be charged again on September 15.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  Re: ****** Young 
  Complaint ID: ********
  Notice of Complaint Filed: August 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have reviewed the account placed a request for the refund to be applied to the card ending in *6541. Please allow up to10 days for processing.
  

  We appreciate ****** Young  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: 08/28/2025

   
  I am rejecting this response because: Brightspeed's response comes 13 days after Brightspeed withdrew the subscription fee from my account in error and I brought this complaint.  Brightspeed says it will return the funds in 10 days.  It will have been 23 days since Brightspeed took my money and all it intends to provide is a refund.  At a minimum, Brightspeed should also pay me the late fee that it charges its customers.
  
  

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  
  Re:****** Young 
  Complaint ID ********
  Notice of Complaint Filed: August 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As there was no late fee assessed to the account, we cannot return a late fee. Your refund is being processed.
  

  Again, we appreciate ****** Young  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: 08/29/2025

   
  I am rejecting this response because: I am entitled to more than the amount that Brightspeed took from me without justification because Brightspeed had my money and I didn't have it for a period of 23 days and Brightspeed's taking and holding of my money was without justification.  When Brightspeed customers don't pay timely, ****************** extracts a late penalty.  When Brightspeed takes money and does not return it timely, it should pay a penalty.  A reasonable measure of the penalty that Brightspeed should pay is the charge that it assesses its customers for late payment.  ****************** has offered no justification for its taking of my money and has not apologized for taking it.  Once again, I cancelled the service effective August 15 on July 8.  The confirmation number for my cancellation was **********.  If Brightspeed can simply take its customers' money with impunity and do nothing more than return the money that it took after an unexplained taking and an unexplained delay in returning the funds, where is the disincentive to Brightspeed in continuing such egregious action in the future?  Brightspeed benefits because it will not be caught in many instances and it has the use of its customer's money while the issue is sorted out.  If Brightspeed does nothing more than return its ill-gotten gains, perhaps the *** or **** *******, North Carolina's attorney general, should look into Brightspeed's service cancellation practices. 
  
  

  Business Response

  Date: 09/05/2025

  September 5, 2025
  
  
  Re:****** Young 
  Complaint ID ********
  Notice of Complaint Filed: August 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I do apologize for any inconvenience that has been caused due to the issues of the money being charged after the closure of the account. The request to have these funds returned to you has been submitted. It can take up to 10 days to process the return. Please allow time for processing.
  

  Again, we appreciate ****** Young  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:08/15/2025

  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 can not get this place to bill me the right amount. My service costs me 49$ SIX months later they are still charging me 99$. A simple fix that even an IT guy can not fix. I will be vocal until I get my refund. These people that run the system are NOT educated enough to take care of a simple problem. They all keep saying it will be fixed, even said its fixed. Then I get charged double again. Get new employees and get someone who is educated enough to fix a simple problem !!!!!! I have had enough arguing with you people. Yes Im loud and you would be too !!!!!!!

  Business Response

  Date: 08/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/28/2025
  
  
  Re: ****** ****
  Complaint ID: ********
  Notice of Complaint Filed: 8/15/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. Our IT team was able to correct a billing issue. We will monitor the next bill that is generated to make sure the issue is resolved. The customer was advised.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:08/14/2025

  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 ordered Brightspeed internet service. They were unable to come out and connect my services on the original date June 2nd I cancelled my service and requested a refund for the installation fee and the deposit that was paid. It came to roughly $93. They told me it would be ***** to get the refund. The refund didnt come. I called back, that lady I spoke to told me the money would be refunded and back in my account within 48 hours. I was 3 days, nothing. I called back, the guy I spoke to said I would have to get a check in the mail and it would take 10 days. Never got it. I called back and spoke to a manager and she told me that no one had created a case any of the time I have called so she created a case for me and told me I should hear something by August 11th. Today, August 14th I still haven't heard anything regarding my refund. I called them today and the case that was created still hasn't even been worked on and they are telling me that in another ***** days I should maybe receive a check in the mail.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  Re: ******** Lewis 
  Complaint ID: ********
  Notice of Complaint Filed: August 14, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have completed the task to release your refund. It will take 7-10 to process the refund and then the refund will come to you via postal mail. Please allow up to 30 days depending on your local postal carrier.
  

  We appreciate ******** Lewis  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:08/14/2025

  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.

  On Aug 5, 2025, I received an email stating that I owed more than $240 to Brightspeed. This was the first contact that I had received regarding any late payment. I reached out via the chat, to no avail. I contacted customer service and spoke with ******. approximately 12 months. This racked up approximately $120+ in late fees. I was transferred to supervisor ****. I informed **** that I would not being paying late fees as I was not contacted. He agreed and said that he provided a $120 refund. He also stated that he would create a case for the escalation team as none of my payments have been late.I send $60 every month and have the bank records to show this. For whatever reason, the last 2 payments are still pending in my account, see pics. I have sent confirmation numbers for the transactions as well as pictures from my account. I attempted to contact Brightspeed today and am currently on hold. My service received is horrible, my service is being threatened to be turned off, and the credit was not applied to my bill as **** ********* #***** from 8/6/25

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  Re: ***** Murray 
  Complaint ID: ********
  Notice of Complaint Filed: August 14, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I am still working with the Collections Manager on your case and will keep you posted on the information as it is obtained.
  

  We appreciate ***** Murray  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: 08/28/2025

   
  I am rejecting this response because:
  I have now mailed them four checks, two for $60 each and two for $120 each. I have provided confirmation from the bank for each.

  The investigation team is saying ***** days to do anything. 

  ***** with the *** is saying nothing, she's waiting.  Her sole purpose is not to mediate or assist, it is to get me to close this case.

  Brightspeed shut my service off three days ago. I still have none.

  There is no good faith even with the bank behind me.

   

  Business Response

  Date: 09/01/2025

  September 1, 2025
  
  
  Re:***** Murray 
  Complaint ID ********
  Notice of Complaint Filed: August 14, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, I am working with the ********************** with getting the account restored. They had to wait for the payments to fully process through our system as well as your bank. Please accept our apology on the delay in the process.
  

  Again, we appreciate ***** Murray  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: 09/01/2025

   
  I am rejecting this response because: this is not an accurate statement. 

  Not once have I been told that they were waiting for funds to clear.

  Not once have they acknowledged receipt if the checks only to return them.

  I was told ***** days for the investigation team to determine IF the late fees would be waived.

  I would now like to be credited for all of the time that I am being charged without service.

   

  Kindly, 

   

  ***** Murray 

  
  

• Initial Complaint

  Date:08/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have landline phone service with Brightspeed. Phone went dead on 7/28. First available date for repair was 8/13. Technician never showed up. After hours on the phone, rescheduled for 9/14 with priority. Text message canceling at 10:30. Now rescheduled for 9/16. Two days off from work and now a ruined weekend. Countless hours on the phone, billed for nonexistent service. How is the government allowing this public utility to continue to operate? Reading the complaints on this site should be enough to shut them down.

  Business Response

  Date: 08/28/2025

  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.

  This area experienced an outage due to equipment failure. Our field team is working on this issue and are maintaining the individual ticket to be worked by no later than 9/11/25. 

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

  Customer Answer

  Date: 08/28/2025

   
  I am rejecting this response because: 

  1. No where in the response was the issue of missed or cancelled service appointments discussed.

  2. We are still being charged for service despite being without it since July 28th. Despite numerous calls and supposed credits to the account by representatives, we were charged a late fee on the account  when the credits were not applied. 

  3. No one from Brightspeed has worked anywhere in our area and our neighbors still have phone service. 
  

  4. The response was full of platitudes and false statements but no explanations as to why I am without phone service. 

  
  

  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.
  

  This area experienced an outage due to equipment failure. Our field team is working on this issue and are maintaining the individual ticket to be worked by no later than 9/11/25. Given that this is an issue that extends beyond an individual customer, we have to wait for full device restoral. This is why the due date is pushed out. We will still follow up to ensure full resolution before closing our case.

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

  Customer Answer

  Date: 08/30/2025

   
  I am rejecting this response because:

  1. There is no system outage. My neighbors still have service  

  2. No explanation why their representatives no showed or canceled multiple appointments.

  3. Waiting a month and a half to restore phone service is unacceptable.