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:08/12/2025

  Type:Delivery 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 been out of internet and phone service with Brightspeed since July 25th. Every day I call and I am told it will be repaired by the next day. Brightspeed will not give me a true date of when the phone and internet will be repaired. Brightspeed representatives will not tell me what equipment of theirs needs to be repaired or replaced before I will have service again. Communication is poor. Yet, I am required to pay my phone and internet bill even though I have no service. Brightspeed needs to be truthful with people. If they are not going to make the necessary repairs in a timely fashion, then let their customers know.

  Business Response

  Date: 08/14/2025

  Customer **** ****** was involved in Outage NOC0169762 and outage restored 8/14. Contact was attempted on main landline phone number ********** as well as contact number **********. Dispatch WOT2692366 has been initiated on behalf of customer with a due date of 8/22/2025. The request for an earlier due date has been escalated to the dispatch team. 

  Customer Answer

  Date: 08/15/2025

   
  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.

  Dear Better Business Bureau,I am writing to file a complaint against Brightspeed for issues with my *** internet at my vacation property. For 3 months, my *** has been down, and Brightspeed has failed to fix it despite my efforts. I scheduled 3 technician visits, each needing a day of travel, 200 miles from home, costing me time and expenses, including lost work income, which Im not seeking compensation for but shows the disruptions impact.On each visit, including one on Aug 11, 2025, technicians arrived to install fiber, based on Brightspeeds wrong records showing fiber availability. The property is ***** feet from the main road with no embarkation point, and no fiber exists. ***** confirmed this, said they cant repair ***, and left without fixing my ********** a fiber optic certified trainer, ex-Corning ************** and IT pro, Ive spent hours on calls with Brightspeed, including one multi-hour call where I was bounced across fiber and *************** and escalated to a resolution specialist. I explained the *** issue to each, yet Brightspeed keeps scheduling fiber installs, ignoring tech findings and neglecting *** customers. Id have welcomed fiber if available, but their records are wrong, and their focus on selling fiber left my *** unrepaired. I paid for 3 months of service I didnt get. After requesting cancellation, they offered only an $89 refund for one month, despite my payment for 3 months of no service. I seek a full refund for the 3 months of non-delivered service and urge Brightspeed to fix their records, improve tech communication, and prioritize existing customers. I can provide documentation upon request.

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  Re: ***** Snyder 
  Complaint ID: ********
  Notice of Complaint Filed: August 12, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  After review of the account, credit for one month of service issues has already been applied to the account. I have added an additional two months of credit to the account to make up for the entire three months of issues at the location. 
  

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

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:08/12/2025

  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.

  Our internet has been out for business for over a week now 8/1/25.Account: ********** I've called support over ****************************** so and multiple tickets were opened, support **** would hang up the call, others would say they are on it and they would call back, but never did. 1 of our 2 internet lines has been down and negatively impacted our business for a long time now.I've tried to explain that the service address and our business address is, are ************'s a government facility so the service address connection is different than the service address.Ticket: NCCS06470462 was created and said to be completed on 8/7 or so, but was not completed. No one called to ask about any of it.On the phone again with tech support to get it fixed, they can see the 2nd internet isn't working. Something about a phone number isn't assigned to that modem or something? Can someone please fix this????Service address is: *************************************** Actual business address is: ******************************************** Tech for repair needs to call me to get directions on how to get it in the giant government building to our restaurant: ************ or ************

  Business Response

  Date: 08/20/2025

  Re: Complaint ID ********.  
  
  Dear Kisis *****: 
  
  We have received the following complaint. However, upon review, we found the information provided pertains to the individual filing the complaint rather than the affected customer. Unfortunately, this discrepancy prevents us from addressing the issue. 

  Repair ticket NCCS06470462 completed 8/07 for address  **********************************************. Account ********** does not pull up in the Brightspeed system-possibly Lumen. Address *************************************** not found in Brightspeed system.
  
  We kindly request that you provide the correct information related to the affected customer so we can assist further. 
  
  Thank you for your understanding and cooperation. 
  
  Best regards, 

  ** *.
  Customer *************** ****************** 

  Customer Answer

  Date: 08/22/2025

   
  I am rejecting this response because:
  This is exactly why we just canceled your services. We use Brightspeed Business equipment, call Brightspeed ***************** have ****************** tech support come out on calls, and have a Brightspeed online portal for payments and statements. But, yes of course it's not a Brightspeed account, right?

  The account has been closed and the equipment sent back via *** from the Brightspeed returns website with a tracking label.

  Consider this complaint closed.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  August 22, 2025
  
  Re:      ****** *******
  Complaint ID ********
  Notice of Complaint Filed: August 12, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Information regarding dispatch and Account on complaint was not found, in the Brightspeed system; tried to get additional information from ****** *******. The information on the BBB case could not be found on any Brightspeed systems, possible Lumen account. Customer responded he cancelled service.
  Again, 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 Customer Advocate

• 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.

  Brightspeed provides phone/Internet service to our Crozet VA residence. On 9 June 2025, I contacted Brightspeed via web chat to report that the phone cable along our driveway had become exposed and needed reburial. I was assigned ticket # CS03467554 and was told that a technician would contact me within 15 business days. That never happened. I have since contacted Brightspeed twice to verify that the ticket is still open and to request completion of the work. Last contact was 24 July 2025 (see uploaded chat transcript). Again I was assured of response within two weeks. That has not happened. Brightspeed needs either to complete the repair now or provide a compelling reason for their delay along with a firm commitment to a repair date.

  Business Response

  Date: 08/12/2025

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

• 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.

  In May (2025) I closed my account with Brightspeed. In June they auto drafted the payment for that June. After several calls and e-mails I was able to get a refund (In July). Then I receive another bill for $95.19 for an unreturned Modem. I called Brighspeed and they were kind enough to send me a *** label, to return the modem. I sent the modem back on July 18th. I called them on 07-21-2025 to make sure they received the modem. I thought everything was good at this point. I look at my bank account on 08-10-2025 and see where they charged my checking account the $95.19. I e-mailed and got no response. So I called them on 08-11-2025. I was on the phone for over an hour. The individual spoke very little English and was no help at all. I need them to refund my money and close my account!!!!

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  Re: ******* Haas 
  Complaint ID: ********
  Notice of Complaint Filed: August 12, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have created an adjustment to the account to credit you for an additional $68.34 payment for the charge on the account was for unreturned modem fee. There shows no record of the $95.19 being charged to you but only as a balance on the account. This is a credit of Goodwill.
  

  We appreciate ******* Haas  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:08/11/2025

  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 called and complaint to bright speed two times now . They had a phone pole broken on my property by a tornado which two trees layed against it. They had to take down my trees,and then they threw the trees branches in the ditch by the side of the road and let the two tree logs in my yard and never came back Im a senior citizen and I cannot move these trees by myself and Ive asked them to come back and get rid of them and they said they would but never came. I have called and it supposedly was recorded last call was on July 3rd they told me they would get right on it and still never came or called .

  Business Response

  Date: 08/26/2025

  August 26, 2025
  
  
  Re:      Better Business Bureau (BBB)
              **** *******
  Complaint ID: ********
  Notice of Complaint Filed: August 11, 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 logs need to be removed. No dispatch/repair ticket found. Please file a complaint/open a case with *********************** ************
  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

• Initial Complaint

  Date:08/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed internet took 3- payments off my credit card back in March of this year. When I signed up for their internet i was supposed to get a **************************************************************************** my money back and also the gift card.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  Re: Augusta Mariani 
  Complaint ID: ********
  Notice of Complaint Filed: August 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review of the account, I do show where three payments were errored in March. Therefore showing no payments on the account ending in * 0153. The gift card is only viable after 180 of service and is sent via email to the customer for redemption. 
  

  We appreciate Augusta Mariani  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: 08/28/2025

   
  I am rejecting this response because: when I signed up for brightspeed originally in 2024, i had dsl internet. Because at the moment ***** wasnt available at my apartment. So, therefore I was with brightspeed well over 180 days, it was 1 year I was with them. When ***** was available they closed out my dsl account to put me on a ***** account. I had called numerous of times complaining that we still had dsl (because dsl goes through a phone jack) ***** goes through a cable jack in the walls. I had appointments scheduled and no one showed up to supposedly to switch from DSL to *****. Then, March of 2025 they took 3 payments out of my card. I want a full refund of all 3 payments plus the gift card and a little extra for having to go through a whole year (8months) of being lied too about my family having Fiber when we had DSL. Also, im still receiving harassing emails and phone calls about none payment when I literally called in and told them I was moving out of state. Maybe hire some real English speaking employees, so this way no customer wont have to go through this. So this is why I rejected Brightspeeds response. 
  
  

  Business Response

  Date: 09/01/2025

  September 1, 2025
  
  
  Re:Augusta Mariani 
  Complaint ID ********
  Notice of Complaint Filed: August 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. After review of the account, I do show where three payments were errored in March. Therefore showing no payments on the account ending in * ***************************** *9054. We would need proof of payments. Unfortunately, gift cards are only rendered on fiber accounts. I do apologize for any misinformation you were given about a gift card. 
  

  Again, we appreciate Augusta Mariani  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:08/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Brightspeed on July 30 to cancel our phone and DSL because we went with another company. We had a credit of over $300 on our phone at the time. On August 9 I received another bill stating that we still had a credit of $120. I called again on August 11 and they told me our phone account was still active. I told them that I called on July 30 and cancelled by account. They found on the computer that I had called July 30. They again were trying to put off canceling my phone service. I then sent my bill I received in stating to cancel my phone service. I told them today that I am not paying anymore bills from them. We feel they are running our time down to use all the credit that we had plus going to ask for more money. We have had our phone service with another provider since July 30th are very pleased. Our phone service under Brightspeed was not working more than half the time so we were forced to change.

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  
  Re: ***** And ****** Jones 
  Complaint ID: ********
  Notice of Complaint Filed: August 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review of the account, I have successfully placed disconnect order TN2300001341 and placed request for refund of $121.27. Please allow time for processing.
  

  We appreciate ***** And ****** Jones  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: ***** And ****** *****
  

  
  

• Initial Complaint

  Date:08/11/2025

  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.

  8/7/2025 - **************** fails around 2pm. Waited for it to come back, finally called BrightSpeed around 4pm to address the issue. Technician was unable to connect to the modem, asked me to run several troubleshooting steps which did not work, finally asking me to perform a hard reset on the modem, which has now turned it into a "brick". Technician was unable to get ahold of a technician/dispatch, during business hours (8-5) to schedule a repair and requested that I call back in the morning to get an ETA.8/8/2025 - Called Brightspeed in the morning at around 7:45, spoke to a technician who informed me that no ticket had been logged. Performed more trouble shooting steps. Technician attempted to contact dispatch again for repair and was unable to contact. Submitted ticket where first available appointment is 8/22/2025 - a full 2 weeks from the time of outage. Told me that even though this was the system generated time, he had spoken to someone and there would be someone to contact us on the same day or following (8/9/2025) to come out and repair, but could not provide an ETA. This tech flat out lied to me over the phone.8/11/2025 - Called Brightspeed again, told this story to several technicians, waited on hold for over an hour to speak to a manager about the situation and find out if the field technician visit could be expedited from 8/22 to an earlier time. Manager is unable to expedite unless there is a medical reason. Says she will keep an eye on the ticket and look for cancellations to move us up in the queue, given a 45 minute wait to speak to her, is a highly unlikely possibility that she will have any time to look in on an individual ticket. Still waiting for service resolution at this time. Wife works from home, has lost over 5 hours of productive time just on calls with the company. EVERY previous contact w/ Brightspeed, including when it was still ***********, has resulted in incompetence and inability to connect with field techs.

  Business Response

  Date: 08/12/2025

  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 ***** *****.
   
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 08/12/2025

   
  I am rejecting this response because:
  I have received no contact from the *** regarding this complaint, therefore I have no evidence this issue is being addressed.  The only acceptable reply via either the *** or the BBB will be to restore my service immediately, and quit "apologizing for the inconvenience"....this is beyond inconvenience:  there are insufficient technicians assigned to our area if service cannot be restored within a reasonable time frame.  We are aware of changes being made by the company that were clearly insufficiently tested before roll-out or the restoration would have been an "inconvenience" and not a full 2 week outage.  We were lied to by company call center technicians in promising an earlier date and in promising that they would "keep an eye out for any way to expedite the issue".

  Business Response

  Date: 08/12/2025

  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 ***** *****.
   
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

• Initial Complaint

  Date:08/11/2025

  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 are trying to get bright speed to fix our landline and they are taking too long they keep saying they will but they don't do it

  Business Response

  Date: 08/25/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ***********************;
  August 25, 2025
  Re: ******* ******
  23731178 (complaint id) 
  Notice of Complaint Filed: August 11, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the customers VOIP issues after moving to fiber internet and phone. The connections have been repaired and the phone is currently working, the last remaining issue is the complete porting of the original phone number. That porting should be completed by 08/26/2025. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ******* ******