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:08/13/2025

  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.

  Brightspeed Company has mistakenly disconnected my business phone ending in 7511 on 8/5/2025. I had asked them to cancel a phone line ending in 3046 that no longer works. They disconnected the wrong one. I have had the number for 40 years. I have been calling every day to gain the number back. One person tells me I can't have the number, then another claims I can. I need the number and service back so I can continue to do business.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  Re: ***** Mastracchio 
  Complaint ID: ********
  Notice of Complaint Filed: August 13, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of number issues.  I have forwarded your request to the ************************* to have someone contact you to go over the steps needed to have the solution rectified and the number corrected. Please allow time for someone to contact you and the request to be processed.
  

  We appreciate ***** Mastracchio  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:08/13/2025

  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.

  Formal Complaint Unauthorized ******************** of Contract by Brightspeed To Whom It May Concern,I am submitting a formal complaint against Brightspeed for the unauthorized termination of my internet service, which resulted in serious disruption to my small business and constitutes a breach of contract.Over the weekend of July 56, 2025, our home internet service went out. I received a text message from Brightspeed with an estimated restoration time. During the outage, my 15-year-old son who is not an authorized user on the account called ****************** customer service. During one call, he made a frustrated remark: Your internet ***** and my mom said were going to cancel anyway.This was not an actual request to cancel service. I am the sole account holder and at no point did I authorize, confirm, or request cancellation. Yet on Monday, July 7, at around 8:00 PM, my internet service was shut off without any warning or confirmation from me.When I called Brightspeed that evening, I was told that service could not be restored until July 14. On Tuesday, I was told I would need to start a new service agreement. At that point, I had no choice but to order ******** to avoid further disruption to my business. The unit arrived on Friday, and I had to rely on a family member's internet in the meantime just to maintain operations.I operate a small business from home, and this disruption caused a direct loss of productivity and income. Brightspeeds failure to verify any cancellation request with the actual account holder is not only irresponsible it represents a clear breach of contract.I am requesting:A formal apology and written acknowledgment of this error.A full investigation into how my account was canceled without my consent.Compensation for the days without service and the disruption to my business.Evidence of updated internal protocols to prevent this from happening to others.Thank you for your attention.

  Business Response

  Date: 08/20/2025

  RE: ***** *******
  Complaint ***********
  Notice of Complaint Filed : 8/13/2025
  
  Good Afternoon,
  
  Brightspeed sincerely apologizes for the unexpected disconnection you experienced. The issue has been addressed, and weve taken steps to ensure it is properly escalated to the relevant internal leadership team. This will initiate a thorough review of the incident, including feedback collection and an evaluation of current processes to identify any necessary updates or improvements. Also, I looked over the account and saw that credit was given for the down time.  These credits totaled $9.55. Our customer's typical bill was $55 and the last ACH payment we took was only for $17.95, indicating that there were other credits given or the month of service was prorated. Regarding compensation for loss of business profits, that is not something Brightspeed will do on a residential account regardless of how a customer chooses to use it. Our customer was not charged for the days they were without service, per the credits given which went towards their most recent billing period as indicated by the lower amount paid.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.

• 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.

  I disconnected service in November 2024. I am continuing to be sent bills monthly for service. They claim I will no longer receive a bill, but they keep coming.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  Re: **** Walls 
  Complaint ID: ********
  Notice of Complaint Filed: August 13, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have forwarded your case to billing disputes to have the balance reduced and the billing stopped. Please allow time for processing.
  

  We appreciate **** Walls  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:08/13/2025

  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 am trying to obtain my security code from Brightspeed. It is on the Welcome Letter and first three bills, which I no longer have access to as I selected paperless and I cannot obtain the documents through my online account with ************************ website recommends opening a chat (I've done that three times today, and had each of them abruptly ended), and called - in both scenarios, I was asked why I needed my security code - I should be able to request that information without them knowing why I need it.The fact that they're being evasive with customer service ***************************** calls, shutting down chats) while also being intrusive with unnecessary questions is problematic and indicative of a pattern of poor customer service.A call yesterday that was unrelated to the request for security code was because of poor internet service; the first ****** I spoke with simply tried to get me to upgrade my plan (10 MHz to 15 MHz), and the next representative I spoke with told me that I couldn't upgrade because the connection to our home is maxed at 10 MHz. This is bait-and-switch, as the upgrade would have cost me more money, and result in no difference.

  Business Response

  Date: 08/27/2025

  August 27, 2025
  
  
  Re: ******* Benson 
  Complaint ID: ********
  Notice of Complaint Filed: August 1, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of security code issues.  After review of the account, records only go back as far as ******************************** 2012. However, we can reset your PIN code on your account to any combination of four digits that you choose. Please contact me either via email or phone and I can handle that for you.
  

  We appreciate ******* Benson  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:08/13/2025

  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.

  On Saturday, June 14, 2025, my land line went dead. On Monday and Tuesday, I called for repairs which were planned for 8/23. Tried to get repairs done ASAP since I live in a rural area and depend on the land line. Spoke to numerous people but no change in date. My son contacted the company trying to get an earlier date as I live alone and he is 3000 miles away....gave him a repair date of 8/20. After talking to a few neighbors in a 3 mile radius found one phone service was repaired in 2 weeks and others out like mine. Called on 8/04/25 and was given a repair date 8/13/25. When no one contacted me I again called them to be told the date was changed again the 8/20/25. I don't feel that it is safe for us to be without landline service if we are willing to pay for it. Cellular service is very unreliable in my area so we depend on the landline. The complaint may sound lame but when you are older and widowed as I and some of my friends are, it seems important to us. I have spent countless hours on hold with techs who apologize and then try to sell you another product. Is there anyone who can encourage big business to provide "truth in advertising" and get our phone lines up and running? Thank you.

  Business Response

  Date: 08/23/2025

  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.

  Our field team reported a full resolution as of 8/20/25. A credit for a month has been posted to the account. 

  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.

  ************* has static unable to use home phone. This issue has been reported on many occasions to the company. *********** have health issues with no way to call in or out.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 22, 2025
  
  
  Re: **** ******************* ID: ********
  Notice of Complaint Filed: August 22, 2025
  
  
  We appreciated the opportunity to review the details of service issues.

  
  Resolution:
  Dispatch WOT2559532 was completed on 08/19/2025, and the cable was successfully repaired.
  On 08/22/2025 at 11:57 AM, I spoke with **** ******, who confirmed that services have been restored. However, she expressed concern that the issue may recur during rainy weather. I provided my contact information and assured her that she can reach out if the problem returns, so we can arrange any necessary follow-up repairs.

  
  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 Escalation Management

  
  

• 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.

  I canceled my internet on Dec. 2024. They have continued to charge my acct. every Mont since then. I've called them every Mont & have talked to supervisors to get it stopped. Now the tell me that their employee in Dec. failed to delete the internet so I'm liable for all the internet bills. Its not my faule their person didn't do their job .They said my bill should be aroung $45.00 but sent me a bill for the 415.$. Please help me. Thank you

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  Re: **** Aubuchon 
  Complaint ID: ********
  Notice of Complaint Filed: August 13, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have reviewed the account and was able to apply adjustments to the account since the notes state that the dsl was to be removed in December 2024. We will try to work with the correct department to have the account corrected.
  

  We appreciate **** Aubuchon  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:08/13/2025

  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.

  When they switched from Century Link to Brightspeed they arbitrarily put another service address (Not mine) under my service address and after numerous phone calls requiring much time on hold each time, and months later they have not resolved the issue. Complaint to headquarters was ignored. Complaint to *** ignored. Also now have noted that my payment history has been changed and not accurate over months time. They say they will follow up and then do not follow up. Wifi spotty too. Worst run company I have ever dealt with

  Business Response

  Date: 08/14/2025

  Re: **** ******
  Complaint ID: ********
  Notice of Complaint Filed:8/13/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the Service Address change. There was an incident ticket placed, INC0201274, at the time our customer contacted us on 7/25/2025. This ticket was closed out with the notes that the service would have to be disconnected and reconnected to resolve the difference between the service and billing address on the account. I am still working on a resolution for this.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.

  Customer Answer

  Date: 08/14/2025

   
  I am rejecting this response because:
  The response on 7/25 he mentioned was just one of many phone calls to request resolve.  They should not have closed the ticket until the problem was resolved  It is not. This tells me that they were planning on ignoring my issue AGAIN.  Also did not address why CEO didn't bother having someone respond to me after I contacted him.  I have been dealing with this issue since May.  Also, he does not address the fact that the payment history is now incorrect, what about that issue?  Custers should not have to spend they hours on the phone that I have spent over several months time, it is unreasable and unprofessional.  My last complaint was THREE WEEKS ago.  Why does it take so long to fix these two issues?

   

  Business Response

  Date: 08/18/2025

  Re: **** ******
  Complaint ID: ********
  Notice of Complaint Filed:8/13/2025
  
  Good Afternoon,
  
  Our customer reached out to the CEO via email on or about 7/25/2025 ref case# CSM0257248. This case was assigned to me to work. I still have this CEO case open. I was the one who placed an incident ticket in to attempt to get the service address updated from: ************************************, to the proper address which is reflected as the billing address of *****************************************. That incident ticket, INC0201274, was reviewed and closed because the system will not allow a service address to be changed on an already established account. I am currently still investigating a possible way and have reached out to a different department to see if we can accomplish this for our customer, without the hassle to our customer of having to ************************* her service and reestablish new service, just to correct an address.
  Regarding the payment history. I did show credits given for what appear to be erroneous late payment fees. I am not sure if this is what was meant when the statement, "Also now have noted that my payment history has been changed and not accurate over months time", was made. I will reach out to the customer tomorrow to verify that part to see what we can do to resolve that as well.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.

  Customer Answer

  Date: 08/19/2025

   
  I am rejecting this response because:   There has been no movement forward to resolve the issue.  They have just responded with the same excuses and STILL no resolve to date over months of complaints now. What is the point to this response other than another stall/delay tactic?  Also why would they stall?  Is the business shutting it's doors?  I can't imagine a reason it would take so long to fix this.  Just do it please.  Please FIRST create a  new account for me and THEN CLOSE the Clito rd one so as not to interrupt my wifi for internet and phone service.  It seems this would be a simple thing to do and part of Brightspeeds' daily functions?  Also in opening the new acct, pls be sure you do not charge me any "new account charges" as this error was not mine, but the companies' error.  Thank you.

  **** ******

  
  

  Business Response

  Date: 08/27/2025

  In response to the Better Business Bureau:

  
  Brightspeed will need our customer to call our care team at ************. The request to start a new service at an address that already has working service is something they will need to do. We will need our customer to verify and accept items with them while ordering the new service and also to cancel the current service. 
  We recognize the importance of concerns regarding recent service experience and commend the urgency expressed in the complaint details. We genuinely empathize with the inconvenience and are sorry for any challenges this may have caused you.
  Thank you for your understanding and for bringing this issue to our attention.

  
  Best regards,
  

  ****** *.

• 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.

  No phone or internet service for months. At this point we would like to discontinued this service. They are impossible to deal with and we have been unable to get repair or any resolution to this ongoing problem. Please help

  Business Response

  Date: 08/19/2025

  Ms. **** **** confirmed that she does not wish to retain her phone number and has requested to disconnect her service. In accordance with her request, we will issue out-of-service credits for July and August 2025 and proceed with closing the account.

  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:08/12/2025

  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.

  The landline phone hasnt worked since 7/28. Its for a disabled 84 yr old veteran who NEEDS a phone for emergencies. Ive had 8 separate tech appointments of which only 1 showed up. These were all my apt dates 7/31, 8/4, 8/6, 8/7, 8/8, 8/11, 8/12 and now 8/19. Ive called and chatted online daily yet they keep pushing the appointment further out. The worst company *** ever dealt with. Even supervisors dont follow up like they promise

  Business Response

  Date: 08/13/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****** *****. Following a thorough review of the account, ****************** confirmed that a duplicate ** PUC complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the ** PUC 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.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 08/13/2025

   
  I am rejecting this response because:
  They are not acknowledging or explaining why its taking so long, why *** had so many appointments scheduled and the techs never show, or even telling me what exactly is wrong with the line and when will it be fixed. I stressed to them on multiple occasions that the line is for my elderly, disabled father and its not just an inconvenience, it could be life or death. He needs a working phone line (he cant operate a cell phone) for emergencies, doctors etc. 

  I want them to prioritize this and fix it! It should have been done weeks ago. I want an explanation as to why its not done and why should I bother scheduling an appointment if they never show?

  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 ** PUC complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the ** PUC 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.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst