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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,305 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We are a business that uses Brightspeed for our internet and phone service. BrightSpeed called with an option to upgrade our internet from copper lines to fiber and increase our speed for a similar cost as we had been paying. We have the quote in writing. When the next bill came it was substantially higher than what was quoted. We have tried for 6 months to contact BrightSpeed to have the bill corrected. We have gotten the run around and no one has been able to help. After 40 plus calls and countless emails we are still without resolution. Now BrightSpeed has disconnected our internet because they say we have not paid the higher, incorrect price. We cannot change carriers because they will not release our existing phone numbers to a new carrier. We are being held hostage. We can change providers and we can't get anyone to help us at BrightSpeed.

    Business Response

    Date: 07/03/2025

    BBB of **********************************
    **********************
    ******************


    7/3/25


    Re: CAMBRIDGE INVESTMENT RESEARCH
    23512351



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding billing and pricing issues that are regarding what was promised versus what the billing has represented.

    We have escalated this to our ***** ************** for review and contact as needed. I will be keeping this open in case there are any issues with the appropriate groups' handling. 

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


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


    Customer Answer

    Date: 07/07/2025

     
    I am rejecting this response because: This is the same response we have received for the last 6 months. Someone is always looking into it but no one takes responsibility to fix the issue.

    Business Response

    Date: 07/11/2025

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


    7/11/25


    Re:  ******, *****
    23512351



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding billing concerns with this large business account.

    Our Business support team did make contact on 7/7/25 and adjusted the billing and services on the account.

    Mr. ****** has requested an email copy of this information that has not yet been received.

    We are waiting on this formal documentation before we can close this case with any confidence. 

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


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


    Customer Answer

    Date: 07/14/2025

     
    I am rejecting this response because: I have yet to receive a written confirmation of the agreed upon resolution. (credit of all overcharges to bill and disconnection of service)

    Until these items are completed and BrightSpeed honors their verbal commitment, we intend to keep this compliant open.

     


  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    For the last four weeks Ive complained about my internet/phone outageeach week its out 2-3 days but only during the day its usually turned back on after 9pm This week we started on Saturday 11-9, Sunday 11-9 Monday ***** and today its out again at 11.for the previous weeks they supposedly gave me credit on my account This time the *** said they were sending someone out on Thursday and they would need access to my houseI need brightspeed to understand something in my house is not going to affect everyone else in a ten mile radius.they are all having the same problemit seems as though someone is shutting off the phone service then turning it back on a true outage would be out for the entire day not just hours Getting frustrated that our issue isnt being fixed and you are still collecting our money for a service we cant useno internet/phone means no tv, no cell phones nothing so if an emergency were to happen wed have to drive 8 miles down the road to be able to call anyone for help

    Business Response

    Date: 07/07/2025

    July 7, 2025

    Re: Better Business Bureau (BBB)
    ****** *******
    Complaint ID: ********
    Notice of Complaint Filed: June 24, 2025

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

    Thank you for your recent Better Business Bureau (BBB) inquiry regarding your internet service. After a comprehensive review, we confirm that repair ticket WOT2386262, which had been scheduled for service, was subsequently cancelled following verification that your internet service is now operational. I have made multiple attempts to reach you via phone and email to confirm the resolution. As we have not received a response, we are proceeding under the assumption that your service is functioning correctly. We appreciate your patience and understanding and thank you for being a valued Brightspeed customer.

    If you have any further questions or require additional assistance, please dont hesitate to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.

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

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

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

  • Initial Complaint

    Date:06/24/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    service was never installed but I received a bill for $199.38 See attachments.

    Business Response

    Date: 07/01/2025

    July 1, 2025

    Re: Better Business Bureau (BBB)
    ******* *******
    Complaint ID: ********
    Notice of Complaint Filed: June 24, 2025

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

    Brightspeed has completed its review of your recent Better Business Bureau (BBB) complaint regarding charges for uninstalled services. Please be advised that service order OH1100037936 was officially canceled as of June 16, 2025. As a result, invoice #************ in the amount of $199.38 has been fully credited, and your account now reflects a zero balance. Should you need any additional support, please dont hesitate to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.

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

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

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

    Customer Answer

    Date: 07/17/2025

     
    I am rejecting this response because: I am still being billed in error for this account which was to have been fully credited and closed. See attachments. The amount that was to have to have been credited is now showing up as PAST DUE. Please check your previous files on this case which we thought was resolved.

    Business Response

    Date: 07/22/2025

    July 22, 2025

    Re: Better Business Bureau (BBB)
    ******* *******
    Complaint ID / Rejection: ********
    Notice of Complaint Filed: June 24, 2025

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

    Thank you for your feedback. We understand your concerns regarding the recent monthly charges. Please note that a credit in the amount of $199.38 was successfully applied to Invoice #************, and the associated account has been fully removed from our billing system. However, we are actively investigating why a new monthly charge of $35.08 is still being assessed and will ensure that it is addressed and removed accordingly. I will continue to personally follow up until the billing dispute under case CSM0245908 is fully resolved. In the meantime, should you have additional concerns or documentation to share, you may submit them to ********************************************************* referencing your case number. We appreciate your patience and are committed to resolving this matter swiftly.

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

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

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

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

  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    SOMEONE CUT THE LINES ON HWY 5 AND WE'VE BEEN WOTHOUT INTERNET FOR MORE THAN A WEEK! MULTIPLE CALLS WERE MADE AND THEY WONT WORK WEEKENDS OR COMMUNICATE BY TEXT OR EMAIL ABOUT ANY ISSUES WHATSOEVER UNLESS YOU CALL. THEYVE TOLD ME THREE DIFFERENT TIMES ESTIMATED FIX TIMES AND HAVE YET TO MEET A SINGLE ONE. I SPOKE TO THE **** WHO SAID HE FOUND THE CUT BY THE **** AND WERE WAITUNG ON ****S TO REPAIR IT. THAT WAS FOUR DAYS AGO AND ITS STILL NOT REPAIRED. I WORK FROM HOME AND AM HAVING TO GO TO A ********* TO WORK EVERYDAY! I make 30$ sn hour and the drive with traffic one way is ***** min.

    Business Response

    Date: 06/27/2025

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


    6/27/25


    Re: ****** *******
    23511358



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding an outage on the fiber network. 

    I have confirmed with Mrs. ******* that the outage was resolved and credit applied to the account. 

    I am continuing to work with Mrs. ******* to ensure the best performance over the wireless connection. 

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


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On February 7, 2025, I ended my service with Brightspeed. I still have the text message confirming this..it is as follows: Brightspeed: As requested your service(s) will disconnect on Feb 07, 2025 by 5pm. Text HELP for help, STOP to end msgs. Msg&data rates may apply. However, they continued to bill me. After many, many emails and phone calls, I finally received a statement (attached) with the amount I am to be credited. I had been enrolled in auto pay and requested they just make a deposit into my account. They told me since my account is closed, they can not do this and will be mailing a check. I was then told in an email the following: Customer Contact *********************************************** via *********************** Wed, May 7, 12:57PM to me ##-- Please type your reply above this line --##Hello *****, Thank you for filling out the authentication form. I apologize for the delay in addressing your request, and I am here to assist you. I have reviewed your account, and since it is no longer active, the remaining credit balance of $105.28 will be processed via check. You can expect to receive it within 30 to 45 days from the date of the draft. Thank you,**** The check was to be drafted by April 28, 2025. It is day 57 and I still have not received a check. I have sent emails to customer care asking where my money is and am getting no answer. I just want them to pay me the money I am owed.

    Business Response

    Date: 07/07/2025

    July 7, 2025


    Re: ***** Abram 
    Complaint ID: ********
    Notice of Complaint Filed: June 24, 2025

    Dear Kisis *****:

    Thank you for reaching out to us. Weve completed a thorough review of your account following your recent inquiry.

    During a recent system update, a credit inadvertently appeared on your account in error. After a thorough investigation, **** confirmed that the credit appeared in error and was not valid. We sincerely apologize for any confusion this may have caused.

    Sincerely,

    ***** *.
    Brightspeed Customer Advocate

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


    Customer Answer

    Date: 07/08/2025

     
    I am rejecting this response because:

     

    This matter started when I closed my account, but for some reason, it didn't get closed (despite having a text message saying so).

    I initially contacted Brightspeed about a ***** charge that I should not have gotten because my account was closed. Through MANY MANY customer care individuals, the amount was changed and I got this statement saying I was owed 105.28. 

    On February 28, 2025,  I was told by "Christian" that the $***** would be refunded in 3-5 business days. I also spoke to "******" on 3/7 who told me it would take more time because my account was closed. I continued to correspond with one person after another and got no action. Then suddenly the amount ballooned to $105.28. 

    Refund the $***** and we will be done with this. 

    Business Response

    Date: 07/12/2025

    July 10, 2025


    Re:***** Abram 
    Complaint ID ********
    Notice of Complaint Filed: June 24, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, our credit department has advised that there is a zero balance on the account and nothing further to refund. 

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

    Sincerely,

    ***** *.
    Brightspeed Customer Advocate


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

  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Brightspeed has failed to complete a promised service - burying our internet cable - even after multiple assurances over the past several weeks.On June 2, 2025, Brightspeed came to bury our cable, but then they said that the cable was too tight to bury. They said theyd come at a later date to address the issue. However, it turns out they actually marked the ticket as closed, meaning that in their system they buried the cable.They told us theyd start a new ticket and come back. However, today, June 24, they said they marked the ticked closed again. The exposed cable is a tripping hazard and could be damaged, disrupting our internet service entirely. I would like Brightspeed to schedule and complete the burial of the cable within the next 7 days and provide a confirmation of that appointment.

    Business Response

    Date: 07/08/2025

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


    7/08/2025


    ******* *****
    Complaint ID: ********
    Notice of Complaint Filed: 6/24/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the temp line that need to be buried. I have escalated this to our team that handles the buried cables. Once I hear back I will follow up with the customer. 

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 07/09/2025

    I appreciate the follow-up from Brightspeed! However, Id rather not close out the case until the service is complete.

    Brightspeed called me back today and kindly said they were working on escalating the issue. They said they will contact me again once they have more info.


  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered internet services from this company. They got my address in the system incorrectly. The first date that they were supposed to show up at my residence, they did not show up. This was on March 24th. I wasted a day of work for this. I called to see why they did not show up and got hung up on 5 times and never got the problem solved. I called again to have them come out on a different day on May 3 and they did not show up for that appointment either. My neighbor happened to be getting his internet from them on that day, so I did get hooked up. I did get confirmations from them both times. I have called there many times to get my address updated and they never change it. I did not receive my May bill because they have the address wrong, so now in June, I owe for 2 months.

    Business Response

    Date: 07/08/2025

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


    7/08/2025


    Re: ******* ******
    Complaint ID: ********
    Notice of Complaint Filed: 6/24/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the correct address. We were able to correct the service address on the account. We also applied the appropriate credits on the account for the time the service was not working. I spoke with ******* and advised. 

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 07/08/2025

     
    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. 

    I was told I would be reimbursed the May payment and the ****** paid for installation.

     


  • Initial Complaint

    Date:06/23/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Brightspeed has been the worst experience we have had in a very long time with any business. We have had issues since we switched to them. They cut the underground wire they installed for the fiber internet while installing a neighbors underground wire. This happened more than 3 weeks ago. We were without internet for 4 days until someone came out and put a temporary line on the top of our ground in our yard until they came back to put it underground. I have been in contact with them numerous times and I keep getting the runaround about when someone is coming to put the wire underground. I keep getting told theyll get back with me and no one ever does. I have a wire coming from the power pole to the front of my house which is over 200ft long. Its virtually impossible to mow with this wire sitting on my yard. Im so tired of getting the runaround. Im begging for someone to do something asap.

    Business Response

    Date: 07/08/2025

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


    7/08/2025


    Re: ******* *******
    Complaint ID: ********
    Notice of Complaint Filed: 6/23/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the temp cable that needs buried. I have escalated this to our team that manages our buried cable ticket. As soon as I hear back I will follow up with the customer.

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:06/23/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Brightspeed will not transfer land line home phone ************** to ******** My wife is home without a phone in case of an emergency

    Business Response

    Date: 06/30/2025

    June 30, 2025

    Re: Better Business Bureau (BBB)
    **** ****
    Complaint ID: ********
    Notice of Complaint Filed: June 23, 2025

    Dear **** ****,

    Brightspeed has reviewed your recent Better Business Bureau (BBB) complaint regarding porting your phone number to ******** Ive attempted to contact you via phone at ************ and by email at *************** regarding your concerns with porting your number to ******** but I have been unable to reach you. For further assistance, please contact our Winback team at **************, who will be happy to help you with the porting process. I will also update the BBB portal accordingly. Should you need any additional support, please dont hesitate to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.

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

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

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

  • Initial Complaint

    Date:06/23/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've been getting calls since ******* requesting $45 for an account that has been closed since September of 2024 starting in ******* of 2025. I've requested an invoice 3 times to just pay the amount and be done with it. No invoice has been generated. I get a call sometimes multiple times a day, 4-5 a week regularly. I've also requested that my phone number be taken off of the account, I've requested that the account information be deleted, I've requested to be put on a do not call list. They still call. To a harassment level.

    Business Response

    Date: 07/07/2025

    July 7, 2025


    Re: **** Brown 
    Complaint ID: ********
    Notice of Complaint Filed: June 23, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues.  After reviewing the account, I have submitted for a print of the last billing statement be reprinted and sent to you. It should be arriving with 2-3 weeks..

    We appreciate **** Brown  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: **** *****

Brightspeed is NOT a BBB Accredited Business.

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