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:08/14/2025

  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.

  Brightspeed said I had a charge in my account from 9 yrs ago. Never had a brightspeed account. 6 different people have told me the issue has been taken care of however they are still calling and say we owe this money even though it was credited. We were never told we owe money before they sent it to creditors. Terrible company the wont stop harassing us.

  Business Response

  Date: 08/28/2025

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

  We appreciated the opportunity to review the details of billing issues.  After further review, I have forwarded your case to the ********************** for a more in depth investigation of the balance to see if it can be forgiven. Please allow time for review to take place and we can give you more information into your case at that time. 
  

  We appreciate ***** Snyder  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: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 complaint deals with the total lack of reliable landline phone service for my home as is supposed to be provided by Brightspeed. In my area I have no other landline options and since October of 2022 I have experienced repeated outages, often lasting for weeks, that have gone from intervals of months to weeks, and since June 29th, 2025, now have a mean time between failure of 8 days (4 outages between 6/29 and 8/9). I can only rarely get an explanation of what was broken, how it was fixed and why it will stay fixed, usually only if I get lucky enough to talk directly to a technician. Brightspeed agents cannot even tell me if an outage is an area outage or my line alone. Even with the assignment of an escalated case number and an escalated case agent, I have gotten no effective assistance. In fact, the last escalated case number I was assigned was on 7 July 25 and after 8 July, no one would answer either phone calls or emails to the contact points I was given. Brightspeed to date has been unable or unwilling to explain why that occurred and based upon multiple phone calls and continuing unanswered email, has no interest in explaining their abysmal customer care and service. Since I have had no success in getting a response from Brightspeed, despite multiple unfulfilled commitments, I am requesting your assistance in this matter.

  Business Response

  Date: 08/15/2025

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

  Customer Answer

  Date: 08/15/2025

   
  I reject this response because: 1. Allowing Brightspeed (BS) to "pick and choose" who they want to answer just allows them to continue to fail customers individually, just as they, through their inactions or incorrect actions, impacted each person denied the services expected. Many of the issues I had in my original complaint dealt with specific issues, experienced by me. ** has had months of opportunities this year (and for over 2 years) to address lack of feedback, unmet commitments, unanswered correspondence (email), unanswered phone calls and a failure rate for my service that, since 29 June 2025, has been 8 days mean time between failures (MTBF). 2. To date, no one been either responsible or accountable for repeated failures to meet commitments, for failing to respond to emails and phone call, especially when they are to the "Escalated" case group of their company? These were email addresses and phone numbers provided by BS representative either by phone or in emails directly to me. Insults to individuals should be addressed individually with the affected customer(s) not as a "group response" that chooses the issues BS wants to address, but the actual issues and impacts that need to be addressed. I don't agree that this should be treated as a "group" type of response by BS. After many months of issues this year alone, multiple failures to resolve issues, failures to meet commitments, failures to provide customer feedback or even respond to calls and emails, BS was offered opportunities to do the right thing and failed repeatedly. The company needs to explain a) how this was all allowed to happen and escalate, why this was not addressed in the many opportunities presented, and how this will be prevented from happening again.

  
  

  Business Response

  Date: 08/15/2025

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

  Customer Answer

  Date: 08/18/2025

   
  I am rejecting this response because: The *** and the BBB serve different purposes. I did file a complaint with the ***, and also the **************************************** because they all address different issues. The BBB should address the business practices repeatedly displayed by Brightspeed (**). They have consistently made commitments and promised that have remained unfulfilled. They have failed to keep appointments. They have claimed to assign "escalated" status to issues and then have failed to even respond to either email or phone calls to respond to the issues being escalated. The ** website is replete with broken links and links that simply shunt people off useless sites, a condition that has existed for at least 2-1/2 years to my knowledge (and I have identified these issues to ** multiple times). There is no way to even report a phone outage via their website. so if the phone is out, what is a customer supposed to do? The various agents, supervisors, managers and escalated case managers have never coordinated efforts or even communicated effectively to solve problems. Each call or chat with ** staff is like starting all over from scratch. There is never a single person responsible or accountable for any issue I have dealt with them over, it's like a constant shuffle to "someone else", with no closure, no means of direct contact that gets answered, or anyone held accountable by the company when issues like mine drag on over years. The *** deals with the issues like **'s inability to maintain it's communication systems in an operational condition. To respond to repeated system failures that deny vital communications to to customers (especially rural residents), and market new services while failing to maintain existing infrastructure. ** needs to answer for its abysmal business practices, dismal communication skills, and failed management of service problems separately from the *** issues of continuity of service.
  

  Business Response

  Date: 08/20/2025

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

• Initial Complaint

  Date:08/14/2025

  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.

  May 20th I called to reconnect service from vacation mode. I arrived May 24th 2025 and the phone was only received and I could only do local calling no internet. I called for service and in 2 days after the whole phone line stopped working. Tech was supposed go out cancelled then he rescheduled and cancelled when he came out finally total us no issue with line that it was because line was still marked vacation mode.I called the company again and they have no clue what they were doing each person I spoke to was less useful. after almost a month of dealing with this and NO PHONE service NOT EVEN for emergency calls. I finally was able to get a tech again that showed up and line work and they told me I was going to get a new number but then they were wrong and I had my original number. The internet still was crappy, no caller id working and lots of noise on line so I called again. in which the came out and to look at modem and replacement of modem. shortly a few days after that I make a call to a neighbor that told me my number was there but with ******* ******* as owner and that same night I called another family member and the name on ********* was now mine but the number different this takes place approx around July 17th. The next day I called and they told me in 24 hrs they will have it ******** is August 14 and still the issue. I called the ticket was closed without problem solve. on top of of all this I am being charged since May for phone service I have not had at all and different number they changed for no reason a number I have had since 2006. This company is a scam and a joke. No customer service and they are just taking customers money and not fixing anything. I need help to get the resolved I can not deal with them any longer. They are the only land line providers I used to have Century Link but they sold to them.Please HELP!!!

  Business Response

  Date: 08/28/2025

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

  We appreciated the opportunity to review the details of telephone issues.  Please allow more time as we are still working on your issue with another department. We will keep you updated on the progress.
  

  We appreciate ***** Rodriguez  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: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.

  Bright speed isour internetprovider On July 24 our internet went down It is now August and it still not fixed. They were supposed to come August 5 then aug 13 but didn't and now they say it will be in sept. Anything you can do to help will be appreciated

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ****** ********(on behalf of **** ********)
  Complaint ID: ********
  Notice of Complaint Filed: August 13, 2025

  
  Dear Kisis *****: 

  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by ****** ******** regarding no Internet/dispatch due date
  We appreciate the opportunity to address your BBB complaint regarding no Internet. Upon review, there is a current dispatch WOT2561338 /MOCS05271305 due 9/04. The repair ticket has been escalated to the dispatch team for an earlier due date. We have responded with the results of our investigation via the BBB repository within the answer period.
  Brightspeed apologizes for any issues due to the experience and inconvenience.

  
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ****** ********
  CC:Better Business Bureau

• Initial Complaint

  Date:08/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ****************** and have experienced significant issues with their service and customer support. Specifically:1. Frequent Service Interruptions: My internet service has been unreliable, with repeated outages that have lasted multiple days. Each time, the resolution process has been slow and inadequate.2. **************** Challenges: Attempts to get assistance have been met with long wait times, unhelpful representatives, and inconsistent information.Despite repeated attempts to resolve these problems through Brightspeeds customer service channels, the issues remain unresolved. This ongoing situation has caused considerable inconvenience and frustration.I am requesting that Brightspeed provide a resolution, including:Prompt restoration and reliable maintenance of service.Clear and effective customer support to address ongoing issues.Resolution of any billing discrepancies.I hope the BBB can assist in facilitating a resolution to these ongoing problems.

  Business Response

  Date: 08/14/2025

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

• Initial Complaint

  Date:08/13/2025

  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 phone does not work, I am constantly contacting them and when they are scheduled to show up they don't, I have taken off work to be home when they come, they then come when I am not there and claim to have fixed the problem, when it does work when the phone rings it freezes the internet but you can be sure they want their money every month

  Business Response

  Date: 08/23/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****** **** and her phone and internet issues.

  Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed by ****** **** with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to ****** ****.
  

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

• Initial Complaint

  Date:08/13/2025

  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.

  I have Brightspeed ,its a joke. Have had no internet for a ********* phone service is barely audible with the static on the line. I reported on Sunday, customer service which is overseas gave me a repair date of 08/28/25. I told them need an earlier need my internet to do work from home. They told they would move it up & be contacted. Never heard from them. Called again today o8/13/25 same deal never heard from them again. This is ridiculous I have to wait two more weeks to get a technician here to repair my phone ***************

  Business Response

  Date: 08/19/2025

  BBB of ***************** and Western N.C.
  **********************
  ********, ** 2810

  August 19, 2025
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: August 13, 2025
  
  We appreciated the opportunity to review the details of the reported service issues.  

  Resolution:
  Dispatch completed 8/18/25, field tech placed a temporary cable to restore services. 
  Permanent cable will be placed and buried by 8/28/25.
  08/19/25 10:53a - I spoke to Mrs. ************** her home phone, Services restored.
  I applied 25 day credit in the amount of $98.63 for the time she was with out services.

  
  We appreciate ***** ****** 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 ********************* Team
  
  CC: ***** ******

  Customer Answer

  Date: 08/19/2025

   
  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:08/13/2025

  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.

  We have not had internet service for two months and no phone service for three weeks. We are not able to talk to anyone in the ************* and the people I have talked to are useless. The first appointment was July 23rd which was canceled for some reason and set for August 13th canceled now its set for August 21st. Who knows when it will really be. ***** is 95 years old and heart problems. Our cell phones dont work well so most of the time they are unusable. We need help

  Business Response

  Date: 08/19/2025

  Spoke with ***** **** and confirmed that a technician is scheduled to repair her internet service on Thursday, 08/21. Also assured her that timely updates will be provided.
  

  Customer Answer

  Date: 08/20/2025

   
  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:08/13/2025

  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 grandmother lives in ******** and has Brightspeed ******************* I'm not sure whether they're too lazy or too cheap to fix the phone line by her house but every 2-3 months I have to call the company to have them send a technician out to fix it and it only works for about a week then breaks again. My grandmother is handicapped and home alone all day, her mobile phone service is terrible at her house so she relies on her home phone. She has fallen 3 times and wasn't able to call for help because her phone wasn't working. I've been told twice her account would be credited for the days/months her phone wasn't working but they have not once followed through with that promise. Every time they've said "it will be reflected on your next bill" and it NEVER is. She's been getting charged the full amount every month when she hasn't had service for the past 3 months. I called over a month ago to schedule a repair appointment for August 5th and even though my grandmother received the texts confirming the appointment nobody ever showed up. When I called again yesterday I was told that they didn't have a ticket number for her account so when I gave her the ticket number I was given apparently they had it under somebody else's name that I've never even heard of as well as an address not even close to the one I gave her that was associated with the account already. The incompetency of this company is honestly mind-blowing. The representative told me that somebody would call me back with the soonest appointment time and nobody ever did so I had to call again today. I'm so sick of doing this every other month, I live halfway across the country and have children as well as working full time. My grandmother can't call them when her service isn't working and doesn't have internet access at home to do an online chat. Something needs to be done about this awful company before somebody else gets hurt and has to suffer because of their poor business practices.

  Business Response

  Date: 08/27/2025

  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 complaint was regarding her mother's service, however no account nor location for the mother was provided.

  We attempted to reach out by email, on 8/23/25,  to get this information, however there has been no response. We would need the mother's information to provide any sort of assistance if still needed.

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

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February, I was told my Internet wasn't working consistently because I had to replace my older equipment. Did that, no change. Still had a poor line status and unreliable Internet. Fought with customer service through 3 service repair visits to find damaged lines on the electric company's electric pole. Service was still glitchy but not absent for extended periods. Just last month, same problem. Technician said ants were causing the problem but I checked the box personally beforehand when issues arose, no ants. That service visit took two weeks to schedule, the ants were there when he arrived but were not there when I set the appointment. The morning after that visit, my service went out and rebooted. My app updated and now I'm unable to view SNR and DSL line status data but I can still see that the line status is poor. Brightspeed has repeatedly threatened to charge me for the service calls even though it's not my fault the service is unreliable. I was forced to upgrade my equipment unnecessarily and the technician himself told me he had to "come up with an excuse" every visit or I would be charged a service fee. I have been documenting as much as possible since February but the company is making it more difficult to provide proof of service outages through simplified updates on their app. I don't mind slower Internet, I just want it to be reliable and stay connected consistently. They used to show connection history but now they withhold that information from the customer.

  Business Response

  Date: 08/20/2025

  August 20, 2025  

  
  Re:    Better Business Bureau (BBB)
          ***** ******
              23742358
          Notice of Complaint Filed: August 13, 2025
  
  Dear ***** ******:
  We appreciate the opportunity to have addressed your BBB complaint regarding slow Internet We have responded with the results of our investigation via the BBB repository within the answer period.
  Upon review, you are currently receiving the speed you are subscribed to-1.5M/500k(1.5M DN 500K UP)and looks like you might be experiencing high bandwidth usage. I will be happy to set up a dispatch on your behalf but please be advised if the technician finds the issue beyond the *** or network interface device, charges will apply up to $149.

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

  
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ***** ******
  CC: Better Business Bureau

  
  

  Customer Answer

  Date: 08/22/2025

   
  I am rejecting this response because:
  
  I am NOT complaining about slow speeds, I am complaining about connectivity. I want my service to be reliable, I want it to stay connected. The line status is poor, marginal, good; never the same even though nothing has changed on my end. Why am I being threatened with service fees for the equipment I unnecessarily upgraded and have had guaranteed in working order by a technician FOUR TIMES?

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: August 13, 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 intermittent connection.
  Per previous email,you are currently receiving the speed you are subscribed to -1.5M5 and looks like you might be experiencing high bandwidth usage. Repair ticket WOT2756122 has been issued on your behalf and currently working with dispatch for an earlier due date. Charges up to $149 apply if trouble is beyond the **** network interface device.
  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