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:09/10/2025

  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.

  On 6/3/2025 My internet service from Brightspeed was disconnected. I took four days of calling numerous times each day to finally get a technician dispatched to my service location and determine that Brightspeed had disconnected the service due to a mistake in their account system. I spent a total of 20 hours on the phone to get the technician to be dispatched to correct their mistake.On 9/9/2025 My internet service has been disconnected again. I have spent 3.5 hours on the phone attempting to resolve the issue and have a technician dispatched to address the outage.

  Business Response

  Date: 09/10/2025

  September 10, 2025
  
  Re:      Better Business Bureau (BBB)
              ******** *****
  Complaint ID:   ********.
  Notice of Complaint Filed: September 10, 2025

  Dear ******** *****
  We want to update your complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ******** ***** about no Internet. Were currently coordinating with our dispatch team to assign a technician for Repair ticket WOT2835482
  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
  

  
  

  Customer Answer

  Date: 09/11/2025

   
  I am rejecting this response because:
  The internet service has been disconnected again due to an error in Brightspeeds Customer Information System.  They temporarily resolved the issue, and less than 24 hours later, it has occurred again.

  Business Response

  Date: 09/11/2025

  September 11, 2025
  Re:      Better Business Bureau (BBB)
              ******** *****
  Complaint ID:   ********
  Notice of Complaint Filed: September 10, 2025

  
  Dear ******** *****
  We want to update your complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ******** ***** about no Internet. Were currently coordinating with our dispatch team to assign a technician for Repair ticket WOT2839059  due 9/12. The records have been updated with our internal group. As a sign of goodwill, a $15 monthly loyalty credit has been applied to your account valid for 12 months.
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced.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:09/09/2025

  Type:Billing 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 Brightspeed Business account on 6/16/25 (Confirmation # CPQ0028849). Continued to receive bills in July, August and received one today 9/9/25. Each time I called and questioned the bill since out service was cancelled. I was told that it was a glitch and that there was no balance on the account the first time in July. The second time in August, I was told since out account was no longer active, they could not even find it and therefor we had no balance. I also emailed business support in August and mailed back the bill in August along with are Conformation # of cancellation. today I received a past due bill for over $1500. I called and was told that the internet was never cancelled and the phone was not cancelled until July and that they would put a ticket in and someone would get back to me, which is there standard response any time you call and no one ever calls you back.

  Business Response

  Date: 09/10/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ***********. 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: 09/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and agree that a resolution through the *** complaint is acceptable  
  
  Thank you. 
  

• Initial Complaint

  Date:09/09/2025

  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 parents are 88 and 86 years old. There home phone has been out for 3 weeks.I have contacted Brightspeed to have the service restored. However, I am being told that the only way that the service could be restored is run fiber. Then, this would include internet and the bill would increase from $44 to $55. However, the $55 would be a cap for only one year. Then the account would increase to $65 per month. My parents pay for a home phone. They do not want the internet. There are no computers at the house. They just want the service restored. A service that they pay for. I have recordings, in which the ***s were advised they were being recorded, that the fiber is the ONLY solution. They refuse to ***air the line that they are paying monthly. I have the *** *** stating that they would charge $99 just to show up. I asked if the problem was outside would the $99 stll be charged I was told YES. Only later to be told that NO that option is not available, only the fiber.

  Business Response

  Date: 09/10/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****** ******. 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:09/08/2025

  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 not have any land line service for the last 2/12 months. We keep getting billed and not we are getting letters stating that they will send us to a collection agency if we do not pay. I cannot get a hold of them to talk about the issue.

  Business Response

  Date: 09/15/2025

  BBB of ***************** and Western N.C.
  ************************************************************************************
  
  
  September 15, 2025
  
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: September 8, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of the reported service issues.  
  Ive been unable to reach the Palmers through the alternate phone number listed in the complaint or on file. I left a voicemail with my contact information and created a dispatch for a technician to repair the line. The dispatch ticket number is WOT2853919, scheduled for 9/23/25.
  Once services are restored, well apply the appropriate credit to their account for the time service was down.
  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

• Initial Complaint

  Date:09/07/2025

  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.

  on September 9/6/25 i notified ********** that my internet is out. i was told the earliest appt would be October 7, 2025 bur that i am still responsible for paying my bill. I am suppose to have a *************** to restore my service asap because i am a double amputee and use Lifeline for if i *************************. I have a **** telephone service that needs internet so i can make and receive phone calls. without service, i have no way to push the button and have the base unit call ********. Please i need my internet back.

  Business Response

  Date: 09/13/2025

  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ***** *****.
  
  I contacted Mr. ***** and left a detailed voicemail acknowledging his request to restore internet service. I confirmed that his repair ticket (WOT2818654) has been escalated and is scheduled to be worked no later than Tuesday, September 16.
  
  I assured Mr. ***** that I will continue to monitor his repair ticket closely and will follow up with him once the work is completed to confirm that his internet service has been successfully restored. Additionally, I will ensure that an Out-of-Service credit is submitted to his account to reflect the time his service was unavailable.
  
  Mr. ***** has been provided with direct contact information should he have any further questions or concerns. We remain committed to resolving this matter promptly and appreciate his continued patience.

• Initial Complaint

  Date:09/07/2025

  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.

  Since early July, we have had NO internet service. I have spoken with customer service approximately 20 times and spent close to 10 hours on the phone, but all to no avail. I have been through every trouble shooting protocol. Theyve sent a new modem. All to no avail. We have had an appointment for a Brightspeed service technician to come to the house and fix the issue, but that appointment has been cancelled, moved, and rescheduled 6 times. It has once again now been moved back by a week. I am unable to get anyone from this country on the phone; I am unable to get a supervisor on the phone; and we have been unable to get anyone at Brightspeed to help. It has now been more than 2 months without internet and Brightspeed has once again cancelled the service appointment and moved it back by a week. Further, Brightspeed continues to charge us for internet service. Their response - they cant/wont issue a credit until service is restored. This has gone no where, and there is seemingly no way to get someone to help. Please help!

  Business Response

  Date: 09/10/2025

  Dear ******,

  We want to extend our sincerest apologies for the prolonged disruption to your internet service and the unacceptable experience you've endured since early July. We recognize the immense frustration caused by repeated service appointment cancellations, extensive time spent on the phone, and the lack of resolution despite your persistence and patience.
  Youve taken every reasonable stepcompleting troubleshooting protocols, replacing equipment, and reaching out to our support team over 20 times. That effort should have resulted in a timely and effective solution, and we deeply regret that it did not.
  We also acknowledge your concern about not being able to speak with a supervisor or a representative based in your region. We understand how important clear and responsive communication is, especially when dealing with a service issue that has lasted over two months.
  Furthermore, we recognize the added frustration of being charged for a service that has not been delivered. While our current policy delays issuing credits until service is restored, we understand how unfair that feels in your situation. We are actively reviewing your case to ensure it receives the attention it deserves, and we will work to make this right. I will make sure to personally add the credit for the downtime to your account.
  Please know that your experience does not reflect the standard of service we strive to provide. We are escalating this matter internally and will do everything we can to expedite a resolution. You deserve better, and we are committed to earning back your trust.
  Thank you for bringing this to our attention, and again, we are truly sorry.

  Sincerely,

  ******

  Customer Advocate

  Customer Answer

  Date: 09/10/2025

   
  I am rejecting this response because:

  
    My only options were to accept a solution that has yet to occur, or reject a seemingly good faith offer to resolve the matter.   As such, I am hopeful the response leads to a successful resolution.  Hopefully, this clarifies my response.   

  Business Response

  Date: 09/12/2025

  Good Afternoon,

  I wanted to reach out again now that I see your repair has been completed and service restored. WOT2748244 is showing as completed on 9/12/2025 with Notes: "on and off the phone with programming  for 4 + hours  finally  got everything working restored HSI"
  I went ahead and gave credit for 3 months. They should be posted to the account by 10/2/2025.

  Also I wanted to thank you for your explanation for the rejection. I didn't realize our customers were only given 2 very black and white choices for responding.

  Kind regards,
  ******
  Customer Advocate
  
  

  Customer Answer

  Date: 09/13/2025

   
  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.
  

  the resolution works for me   As for the issue and my experience, here goes:   The technician, ******, was fantastic!   He spent nearly 6 hours at our house resolving the issue(s).    He would not leave until it was resolved.   He spoke with (3) different programmers - (1) of which was a lead or supervisor.    He spoke with 3 or 4 other technicians in the area for input.   They were all perplexed!    That being - Everything reading from the front office to the modem showed the internet WAS working.   However, it was NOT working.  They tried EVERYTHING, but to no avail.   Then, as a last ditch effort, they switched the port at the main switch several miles from our home.    Finally, this did the trick.    However, none of them had ever seen a bad port show that is was working all the way to the modem, but truly not work .   Regardless, they eventually got it resolved   

  my frustration - your people were were great, but your system was lacking!   It took 2.5 months to get someone here to resolve what was granted a very unique issue given the symptoms.   However, at some point prior to 2.5 months, the system should have realized OR the process should have had a way to get the matter elevated without going this route.
  

   Finally, the appointments repeatedly being cancelled or pushed back was too much.    I appreciate that our situation  was VERY unusual, but at some point there had to be a recognition that something was off.

  Thank you. 

  
  

• Initial Complaint

  Date:09/06/2025

  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 internet has been out since September 3rd 2025. After 24 hrs of no internet business was contacted and was advised that the earliest date to come out to fix issues is September 10, 2025. Advised that someone would call within 24 hrs since I asked it to be escalated to a manager. After 24 hrs no phone call was received and I called back and advised it would still be the 10th before anyone can come out. I advised I work from home and that internet was essential for my job. Was advised to contact cell phone provider to get more service. Asked about speaking to manager and was turned down. It's really disappointed to have a work from home job without the essential service I need to do my job.

  Business Response

  Date: 09/10/2025

  Dear *****,

  We want to extend our deepest apologies for the extended internet outage you've experienced since September 3, 2025, and for the frustration caused by the delay in resolving the issue.
  We understand how critical internet access isespecially for those who work from homeand we regret that our earliest available appointment was not until September 10, 2025. We also acknowledge that you were promised a callback from a manager within 24 hours, which did not occur, and that your request to speak with a manager was later denied. This is not the level of service we strive to provide.
  We recognize the impact this has had on your professional responsibilities and daily life, and we are truly sorry. While we recommended contacting your mobile provider for temporary service, we understand that this is not a sufficient solution for your needs.
  Please know that your concerns have been heard, and we are actively working to improve our response times and communication processes. We value your business and your patience, and we will be reviewing this incident internally to ensure better service moving forward.

  Sincerely,
  

  ******
  Customer Advocate
  
  

• Initial Complaint

  Date:09/06/2025

  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 lost internet connection on 9.4.25 at 1:54 pm. I called Brightspeed and spoke with a representative who informed me that there were no outages reported in my area. He advised me to unplug my router and modem, but this did not fix the problem. He asked me what color lights were displayed on each box and I advised him the small box has 2 green lights displayed and the bigger box was showing red. He then advises me that a technician would have to be scheduled to come out. He states the next availability would be 9.11.25. That's 7 days without internet service. I work from home and cannot be without the internet that long. This outage is costing me money financially, and to mention the inconvenience reflected on my family. My son is a full-time student online, expecting to graduate in December and he cannot complete his assignments because we have no internet. My home security system is affected because we have no wifi, so I cannot see who is coming to my home when I am not there. I have had a past issue with Brightspeed saying a technician would be out on a specific date and no one showed up until a month later. I cannot deal with this. I also cannot remove my banking information from the website and I would like to have it removed since I have no internet service and will most likely cancel my service if a technician doesn't come out soon. Brightspeed could not tell me why my internet was down. I need a technician sooner than 9.11.25. I want my credit card information removed and autopay removed off my account.

  Business Response

  Date: 09/12/2025

  Spoke with *** ******, who confirmed that her service has been successfully restored. I will verify that the appropriate credits have been applied to her account to address the prior service interruptions.
  
  *** ****** has been provided with my contact information and encouraged to reach out with any additional questions or concerns. 
  
  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  We remain committed to resolving these matters promptly and efficiently.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate

• Initial Complaint

  Date:09/05/2025

  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.

  A few weeks ago I filed a complaint about my mom's landline not working. Brightspeed did resolve the issue and gave her a very partial discount considering how long she was without a phone, however, her phone is out yet again. It has been out for a week. Every time it rains here landline seems to go out and it takes Brightspeed more than a week to fix it. Her number is ************

  Business Response

  Date: 09/09/2025

  September 9, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ****** ****
  Complaint ID: ********
  Notice of Complaint Filed: September 05, 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 dial tone. We spoke today, 9/9/2025 and you answered the phone and have working service but stated you did not have service for 5 weeks. A credit will be applied to your account for days out of service due to outage NOC0168877 completed 8/15/2025.
  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:09/05/2025

  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 are without internet service - have talked to tech support on phone- they cant solve the problem- the first available service person is Oct.2nd- that is almost a month away!This is the second time this has happened! They shouldnt be in business if they cant provide better service!

  Business Response

  Date: 09/12/2025

  September 12, 2025
  
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: September 5, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of the reported service issues.  
  9/12/25: Spoke with Mr. ****** by phone and confirmed that his services have been successfully restored remotely.
  I Issued a one-week credit to the account for the service outage.

  
  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

  Customer Answer

  Date: 09/12/2025

   
  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.