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:06/23/2025

  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.

  This is a second complaint I have made officially on bright speed I have been without services for a week they say it will be another two weeks before it is even resolved or attempted to be fixed and my remote area this is all the the communications we have is landlines waiting 3 weeks to a month is ridiculous to get service restored. I'm so sick of this if I had another option I would go that way but I do not there is no other option where I live at there is only bright speed though I'm not going to pay for this month because I haven't had services I choose to keep bright speed I can't really afford anything else The only internet we have is ********* and it is slow and sluggish. I'm not in the best of health so that is why I need landline communication restored.

  Business Response

  Date: 07/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/5/25
  
  
  Re: ***** *****
  23508071
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the issue with his services and getting repair.

  We have this scheduled to be repaired by 7/10/25. Unfortunately, our field team was not able to guarantee any sooner date after we received this on 6/24/25. They have a large number of work orders that are older than this ticket placed on 6/19 and cannot push those other customers back. 
  
  ****************** 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:
  

  So after waiting 3 weeks for someone to work on phone it has been referred out once again. This is insane 

  
  

  Business Response

  Date: 07/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/18/2025
  
  Re: ******* *****
  23508071
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the continued outage on their services.

  Our field team checked the line on 7/15/25. They found that there is a major span issue preventing service to the remote switch. They are needing more time to resolve this SPAN issue with our engineers. 

  We will update again as soon as possible. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer at quantum fiber for a year and a half, the company has had my internet offline for 40 days, they keep turning it on and off just out the blue, they said they will refund me back for the 40 days I was offline but only refunded me for $50

  Business Response

  Date: 07/07/2025

  July 7, 2025
  
  
  Re: ******* Mills 
  Complaint ID: ********
  Notice of Complaint Filed: June 23, 2025
  
  Dear Kisis *****:
  

  Brightspeed has made multiple attempts to contact Ms. ***** to obtain her account number in order to provide further assistance; however, we have not received a response.
  

  Sincerely,
  

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

• Initial Complaint

  Date:06/23/2025

  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 a modem that has a short in it. I want to replace the modem with on that works.

  Business Response

  Date: 07/06/2025

  July 6, 2025
  
  
  Re: *** Fudge 
  Complaint ID: ********
  Notice of Complaint Filed: June 23, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of modem issues.  The modem was sent and I received you message that the modem was not received. I will track the package or get another sent out to you as soon as possible.
  

  We appreciate *** Fudge  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: 07/07/2025

   
  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:06/23/2025

  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'm filing a complaint on behalf of my father who is 94 years old. Last September 2024, he was in an area of Northeast ********* that was impacted by Hurricane ******. For his safety, we took him from his home shortly thereafter and wanted to return in March but upon checking, he had no internet or phone service. We have confirmed that the reason is the cable running from the mainline on the highway was never reinstalled. I have been calling Brightspeed on his behalf at least once a month if not multiple times each month. The cable line is still not fixed 4 months later and Brightspeed continues to bill him for nonexistent services. It takes me at least one hour every month to get them to reverse the charges and I still don't know when the service will be restored. I cannot bring my father back to his home, even for a visit, without having internet and customer service with ****************** is atrocious.

  Business Response

  Date: 06/24/2025

  BBB of ***************** and Western N.C.
  ************************************************************************************
  
  
  June 16, 2025
  
  
  Re: *** Gouge 
  23505814
  Notice of Complaint Filed: June 23, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding *** ******* repair concerns. 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,
  
  Brightspeed Customer Advocacy
  
  
  CC: *** *****

• Initial Complaint

  Date:06/23/2025

  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 been without internet service for 7 days. We work remote and need service. Each day we call, we are given a different answer to why its not working. First day, they said it was weather related and would be back on by 4:30 the next day. Second day we called, it was external, but no one came out to fix it. Third day, we were told it was internal and system related. Fourth day, we were told it was external and someone would be out to fix it the next day. Today, we are being told it will be fixed by the 25th.

  Business Response

  Date: 07/07/2025

  July 7, 2025
  
  Re: Better Business Bureau (BBB)
  ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: June 23, 2025
  
  Deae ******* *****,
  
  Thank you for your recent Better Business Bureau (BBB) submission regarding the phone service disruption that began on June 16, 2025. Following a thorough review of your case, we confirm that repair ticket WOT2396255 was prioritized and determined to be associated with a broader service outage in your area. Our technician identified and repaired an external cable issue, and your service has since been fully restored and verified as operational. As part of our commitment to customer satisfaction, a credit was previously applied to your June 25, 2025, invoice. In addition, an extra credit of $45.00 was processed today and will appear on your July 25, 2025, invoice. 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

  Customer Answer

  Date: 07/18/2025

   
  I am rejecting this response because:
  

  We still do not have service to this date. It was restored for 2 days and then back off again. We are still getting fabricated dates for when it will be restored. My brightspeed was Repair ticket  WOT2396255. Apparently they have their own advocate for BBB reports. My advocate is **** *. at

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

  I was assigned a Case number CSM0245373. She has stopped responding to my calls and emails for clarity to why the service is off again and when it will be restored. 

  
  

  Business Response

  Date: 07/22/2025

  July 22, 2025 
  
  Re:    Better Business Bureau (BBB)
             ******* & *** *****
             Complaint ID / Rejection: ********
             Notice of Complaint Filed: June 23, 2025
  
  Dear ******* and *** *****,  
  

  Thank you for contacting the Better Business Bureau regarding the recent internet service outage. Service restoration was completed under ticket WOT2396255; however, we understand the frustration caused by the recurrence of the issue due to ********* cable work in your area, resulting in further delays. As requested during our phone conversation today, we have processed the disconnection of your service under order #IN1300006854,effective July 22, 2025.
  While were sorry to see you go, we respect your decision to transition to another provider. A $45.00 service outage credit will be applied to invoice #************ and will post on July 25, 2025. Any additional credits reflected on your final bill will be issued via refund check and mailed to the address on file.
  

  We appreciate your time as well as the opportunity to assist you. Additionally, our findings have been formally submitted to the BBB repository within the required 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:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had service with *********** and bright speed for 22 years. I have 2 copper phone landline ****************** with bright speed now. We have had many issues with our copper phone lines over the years, so many times that I know the bright speed technician by name. 2 weeks ago, once again my copper land line phone had no dial tone, so I called bright speed & got an appointment. The tech came out and told me what he was going to do since he can't fix your copper phone lines properly is he is going to just upgrade me to wireless 4g and bypass the copper line on my phone ************. We are NOT going to charge you for this service and your bill will stay the same as it always has been as you are paying for 2 copper lines. We are doing this to save you the customer the headache of having bad copper phone service and save bright speed money by not sending a technician out multiple times per year. He assured me my bill would not go higher, and I would be paying the same as I did before the upgrade. Now today I am told by a supervisor ***** an account specialist is yes, I will be paying more for wireless 4g service, and my bill will be higher than what I paid in the past. I told her then that if that is the case like I told my technician I do not want wireless 4g if it is going to cost me more. I was not asked if I wanted to upgrade, I was told by the bright speed technician we are going to upgrade you for free, and it will not cost more in the future. I told him I do not want wireless 4g if it is going to cost me more and he assured me it is not. So, I told this to ***** the bright speed supervisor who told me that the technician gave me bad information. She then told me that bright speed can't switch me back to the copper line as it is deactivated. So I was lied to by bright speed and now if I want to keep my old phone number I have had for 22 years, I need to pay more for the service I have been paying for 22 years because bright speed can't fix my copper line.

  Business Response

  Date: 07/07/2025

  July 7, 2025
  
  
  Re: *** Hetherington 
  Complaint ID: ********
  Notice of Complaint Filed: June 23, 2025
  
  Dear Kisis *****:
  

  This account has been reported to the Missouri Attorney General for further inquiries.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 07/07/2025

   
  I am rejecting this response because: I have never even gotten a phone call from this customer advocate ***** *. Why can't she just call me to resolve this issue? They are doing all kinds of things to my bill, such as adjustments and changing my account but I have no idea what they are doing on the bill as no one will call me or email me. If this person is a customer advocate, then why not talk to the customer you are advocating for? I have given them my phone number ************ and ************ but again over a month and no one wants to call or fix the problem so no I am not happy as I have heard from no one to date. Hal
  
  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  
  Re:*** Hetherington 
  Complaint ID ********
  Notice of Complaint Filed: June 23, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, your issues are being addressed in your Attorney General complaint. They are working to get the billing and telephone number corrected for you.
  

  Again, we appreciate *** Hetherington  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:06/23/2025

  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 payed for internet service 4 months ago and they have not once sent a technician out to repair my internet line. Ive called and called and they never show up to their scheduled dates. I even have read entire forum online about them and how terrible they are, i have attached photos.

  Business Response

  Date: 07/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  7/07/2025
  
  
  Re: ********* *****
  Complaint ID: ********
  Notice of Complaint Filed: 6/232025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. The outage that impacted the service has cleared. The customer's internet is still not working. We have scheduled a repair ticket to investigate and repair the issue. I will follow up with Mr. ***** after that completes. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/22/2025

  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.

  first 3 months was not free was never explained.

  Business Response

  Date: 07/06/2025

  July 6, 2025
  
  
  Re: ***** French 
  Complaint ID: ********
  Notice of Complaint Filed: June 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After reviewing the account, I saw the error on the billing and issued a credit.
  

  We appreciate ***** French  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:06/22/2025

  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.

  My internet with Brightspeed has been down since June 16, 2025. I am told that the earliest they can send a repairman is July 9, 2025. I am disabled & nearly housebound, & now I can't watch television, check email (without using data on my phone, which will cost me extra on my phone bill if I go over the data limit), or do anything that requires the internet. The amount of time on the repair seems completely unreasonable & is unacceptable. I have asked repeatedly why it will take so long & I never receive an answer. They lied to me about a technician being on the way, failed to return phone calls & follow up, & will not do anything to help the situation. This is too long to wait to repair a problem. There is no other internet service available where I live.

  Business Response

  Date: 07/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/07/2025
  
  
  Re: **** ******
  Complaint ID: ********
  Notice of Complaint Filed: 6/22/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. Our technicians have made repairs to restore the internet service. I have not been able to reach the customer to follow up. I will try again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/21/2025

  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 home phone through Brightspeed has not worked since May 18, 2025. My internet does work and I can call out but no calls can be received. I have as of today (6/21/2025) made 11 calls to Brightspeed to report this outage. Each time the technician tells me that the problem is not within my house and that it is a programming issue. They tell me it will be fixed within 24 hours then the technician proceeds to cancel my repair visit . The issue has never been fixed and each time I call back they reschedule a repair visit and say I am not sure why the repair visit was cancelled. Today the technician told me a repair visit was cancelled again and now is rescheduled for August. My husband is disabled and we do not have good cell service at my residence . I need to be able to receive calls and just do not know what to do. I have documented all 11 calls and each time they promise it will be fixed. The number that is not working is ************. Thank you

  Business Response

  Date: 07/06/2025

  July 6, 2025
  
  
  Re: J **** Strayer 
  Complaint ID: ********
  Notice of Complaint Filed: June 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review of the account, I got with the dispatch department and got a tech set for 7/17.
  

  We appreciate J **** Strayer  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: J **** *******
  

  
  

  Customer Answer

  Date: 07/07/2025

   
  I am rejecting this response because:
  I have now made 14 calls to Brightspeed, they keep canceling techs. Problem is not solved. Getting 48 hour promise to fix programming issue but no action yet 

  Business Response

  Date: 07/11/2025

  July 10, 2025
  
  
  Re:J **** Strayer 
  Complaint ID ********
  Notice of Complaint Filed: June 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have resent your case to dispatch to try and get a sooner date than 8/21, which is currently scheduled. Please allow time for me to process this change request and provide you with a new date.
  

  Again, we appreciate J **** Strayer  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: J **** *******