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:06/21/2025

  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.

  Brightspeed is a provider of land-line telephone service in our area. Six weeks ago(5/9/25) our service stopped. At least one other home in our neighborhood is affected. We continue to pay the monthly bill and the last one had a credit for the outage. We have contacted the company multiple times and on one occasion a service tech came to the house and told us the problem was not at our connection or pole but more central. Still no service. No follow up from Brightspeed. We would still like to have our land-line telephone service.

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  ************************************************************************************
  
  
  7/03/2025
  
  
  Re: ****** ********
  Complaint ID: ********
  Notice of Complaint Filed: 6/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The outage impacting the service has cleared but this did not resolve the customer's issue. I have scheduled a repair ticket with the customer and it is due to be completed 7/11. We will follow up with them once the ticket completes. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/14/2025

   
  I am rejecting this response because:
  We have not heard anything from Brightspeed concerning our out of service land line.  It is approaching 9 weeks without resolution.  If you call the # ************ there is a recording that the message box is full.  Here in the house we have no dial tone thus no ability to call  out.  We were told that our case manager there is a ******* **** but we haven't heard from him.  Help!
  

  Business Response

  Date: 07/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/17/2025
  
  
  Re: ****** ********
  Complaint ID: ********
  Notice of Complaint Filed: 6/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer has a repair ticket due 7/21. I will follow up once the ticket completes. 
  
  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.

  Internet went out on 16 June. Contacted Brightspeed on 17 June. They said it would be working by 9pm that night. 18 June still no internet. Contacted Brightspeed they said will will be working by 20 june at 0100am. No internet. Contacted bright speed on 20 June. Said it will be working bu ******pm that night. No internet still on 21 June. Contacted Brightspeed and now they say it will be fixed by 23 June by 9pm. The Is outage has hit neighborhoods and businesses due to another company slicing the fiber wire in the ground. It took them 5 days to find the cut in a 1/8 mile area. And then they have no technicians that work weekends to fix it. So now we have to believe it will be fixed by 23 June? So unsatisfactory

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  Re: Better Business Bureau (BBB)
  ***** ********
  Complaint ID: ********
  Notice of Complaint Filed: June 21, 2025
  
  Dear ***** ********,
  
  Brightspeed has completed its review of your recent Better Business Bureau (BBB) complaint regarding the internet outage you experienced beginning June 16, 2025. Our records indicate that you elected to disconnect service under Service Order NC130001789 on June 25. A refund was processed the same day and issued to your card ending in 4704. The reference ID for this transaction is 685BEEB7142C289F000004450000433252505322. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** ********
  CC: Better Business Bureau

• Initial Complaint

  Date:06/20/2025

  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 been Out of ************* for 3 days already and keep getting lied to when they will fix it. Me and my wife are elderly couple with medical issues. I have type 1 diabetes and my wife has a heart condition. We depend on this phone for 911 in case we need it we have used it for that often. Can you please help me get this problem fixed. Thank You very much.

  Business Response

  Date: 06/27/2025

  June 27, 2025
  
  Re: Better Business Bureau (BBB)
  **** ****
  Complaint ID: ********
  Notice of Complaint Filed: June 20, 2025
  
  Dear **** ****,
  
  Brightspeed has reviewed your recent Better Business Bureau (BBB) complaint regarding the phone service outage. Your repair ticket (WOT2369186) was expedited and scheduled for dispatch on June 27, 2025. However, the ticket was subsequently canceled after it was determined that a prior outage had been resolved, restoring your phone service. A service outage credit covering the period from June 18 through June 27, 2025, has been applied to your account. 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: 06/27/2025

   
  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:06/20/2025

  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 house line has been out of service for the week. Every time we call brightspeed, they do not help us resolve the problem. They put us on hold for hours on end. We have called multiple times and have been given the run around, when our main house line has been out of service. They said a *** would come to fix the problem yesterday but they never showed up.

  Business Response

  Date: 07/03/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  July 3, 2025
  
  
  Re: ****** ******
  Complaint ID: ********
  Notice of Complaint Filed: June 20, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed has thoroughly reviewed the BBB complaint regarding the customer's phone service outage. As a result, repair ticket WOT2359904 has been expedited and assigned to technician ***** work on July 4, 2025. The customer has been contacted via phone and email, and I will continue to follow up until the matter is fully resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******
  CC: Better Business Bureau

• Initial Complaint

  Date:06/20/2025

  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.

  Todays date is 20 June 25. On Dec 30th, 2024 I signed up for a promotional offer from Brightspeed **************** for an upgrade to fiber optic internet service. I believe I am being *********** on installation by my local provider as I have been given excuse after excuse from my local provider, mainly citing they are waiting on permits from the state. Meanwhile, I have had to install a line in my house that they gave to me. They have ran a line along the telephone poles to the edge of my yard and then stopped as the tech said there was no power hub active to connect to. He rolled the line up at the pole closest to my house and left, having damaged the line when he rolled it up. After the third time an underground burying team came to the house, this team had to have a new line fabricated to replace the first line. This team did in fact bury the new line through my yard and coiled this line up at the pole where the first line is rolled up. Now my local provider is stating they are still waiting on state permits to install the line. I am left wondering which is it - permits? no power hub active to connect to? why arent they seemingly doing anything to get this done? and/or are they just ignoring and stonewalling me because they dont want to keep their word and do their job? As of yesterday I have initiated making outside inquiries to attempt to get this agreement fulfilled and to get explained answers. It appears this local provider needs an incentive and motivation to do what this company has promised to do, thus the initiation of this complaint. If they arent going to be a reputable company and do what they said they will do, I believe they need to be called out, held accountable for their poor business ethics, and exposed to the public. I also believe after seven months of being patient, willingness to cooperate, and go through their customer service department many documented times, that I have a right to be heard from some other entity to reach resolution

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/03/2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: 6/20/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the install order. Our planning team is still reviewing the infrastructure that is needed to provide the service. We will follow up once I have more information.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/06/2025

   
  I am rejecting this response because:
     I spoke with **** on 6.25.25 on a phone call that he initiated, but have had no other contact about anything being done. 
     Among the many excuses I have been given, the one excuse most given is that the local facility is waiting on permits from the state **** of transportation. I have called the *** and was personally told that no permit has been requested nor issued for this work since I ordered the new service. 
     I was also contacted via email from Brightspeed saying they checked and my service was up and running good at their end, and should conclude their investigation. They were referring to my existing copper line and original service acct, which is weak at best, thus resulting in my ordering fiber optic service. The fiber optic service has been attached to a whole different account. 
     It shouldnt take seven months+ to plan any infrastructure that supposedly is already in place, especially since two different technicians have ran two different lines, each starting at opposite ends of the service line but neither one being connected and powered up. So no, I dont accept this response as anywhere close to being satisfactory 
   

  Business Response

  Date: 07/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/11/2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: 6/20/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the install order. I have escalated this to our engineering team. They are reviewing to determine if we are going to be able to provide the service to this location. Currently the infrastructure is not in place.  Once I hear back from them I will follow up. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/15/2025

   
  I am rejecting this response because:
  I cant understand how the infrastructure is not in place when two fiber optic lines have already been ran and are just waiting to be connected and powered up. 

  Business Response

  Date: 07/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/17/2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: 6/20/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the install order. I have escalated this to our engineering team. They are reviewing to determine if we are going to be able to provide the service to this location. Currently the infrastructure is not in place.  Once I hear back from them I will follow up. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/20/2025

  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 speaking with anyone who has Charter Spectrum phone service, the person cannot hear me but I can hear them. I have contacted the business about this issue and was told my phone system would be fixed on 6/19/20 between 8:30-12 noon but no one showed up. When I called back, they told me the tech was running behind but he still did not show. I was home until 5:30pm so I know for sure no one showed up.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  Re: Better Business Bureau (BBB)
  ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: June 20, 2025
  
  Dear ***** *****,
  
  Brightspeed has completed its review of your recent Better Business Bureau (BBB) complaint regarding audio issues experienced by ******** customersspecifically, instances where the customer could hear the caller, but the caller could not hear the customer. Trouble Ticket #*********** was resolved on June 20th. A technician addressed the problem by repairing both a central office issue and a trunk issue related to Spectrum cable services.
  

  As a courtesy, a credit of $27.63 has been applied to your account and will appear on your ****** billing statement. If you require any further assistance, please dont hesitate to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** *****
  CC: Better Business Bureau

• Initial Complaint

  Date:06/20/2025

  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 made a payment of $99 on 6/18/2025 to have service restored. I was told it would be restored in 15 minutes. That didn't happen and I was told to wait 2 to 4 hours. By this time the business had closed and told me I would have to wait until the next day. They told me on 6/19/2025 that I would have to wait 24 to 48 hours before my services might be restored. Its now 6/20/25 and I still dont have service. They keep giving the run around even though they have already been paid.

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  
  Re: ******** Warwell 
  Complaint ID: ********
  Notice of Complaint Filed: June 20, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After reviewing the account, it shows that the $99 was the restoral fee for the amount owed on the account due to a nonpay suspend.
  

  We appreciate ******** Warwell  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:06/19/2025

  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.

  Internet is currently out, it is out frequently. We cannot reach customer support by phone or chat. The business simply cannot be reached and we have no internet. Internet is a necessity for us to do schoolwork and our jobs.

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/3/25
  
  
  Re: ****** ****
  23494556
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding service interruption. I reached out, while the customer was on vacation and unable to respond.

  They have confirmed as of today, 7/3/25, that the services are working. There are concerns about the quality and level of support that is available due a number of different sources. I am escalating that information to my superiors for review and, hopefully, improvement in the future. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/19/2025

  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 scheduled Brightspeed to be installed at our new home on 04/02/25, it's now 06/19/25 and they still haven't buried the line in our yard!They did come out on the day we initially scheduled, unfortunately, there was an issue and they had to replace the original wire. It took multiple calls until we finally got internet on 04/18/25, and we were satisfied with the offer for an extra month free for the inconvenience. However, no one has come back to finish the job, despite myself and my husband spending hours on the phone with them. We suspect it may have to do with the fact that the original line was buried, so their system is showing that the installation was completed. But that shouldn't be an issue at this stage since multiple agents have claimed they opened a new case. The latest update was through a chat with **** ******, in which we emphasized the fact that the exposed wire was a hazard. We were assured it would be buried within 14 business days, which was yesterday (not including the day we reported). Brightspeed's product works, but service is half the equation and theirs doesn't add up.

  Business Response

  Date: 07/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/2/25
  
  
  Re: ********* *******
  23494501)
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a temporary cable that is still on the ground.

  Brightspeed is still reviewing this case as our contractors reported that they completed the job. Our Field supervisors are investigating that report and getting the details to get a new bury line service done as quickly as possible. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/02/2025

  Due to Brightspeed's unreliable history, I will not accept a response without a resolution, let alone a specific timeline for the work to be completed. As I explained in the initial complaint, the order is likely showing as completed because they did bury a line that later needed to be replaced. I just attached a photo proving the second line is still a hazard to expedite their "investigation."
  
  

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/3/25
  
  Re: ********* *******
  23494501
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the cable that is still on the ground.

  Our team that manages the line bury service and it's contractors have opened a new ticket for the contractors to go back out and correct this.

  This ticket is IQ-284722 and has a commit for 7/12/25. 

  I will continue to follow the status of this ticket until completion.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/04/2025

   I am rejecting this response because I am awaiting the service scheduled for 07/12/25.
  
  

• Initial Complaint

  Date:06/19/2025

  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 service stopped being provided amid unannounced maintenance and their website, phone, all forms of contact did not work. I was counting on them as an ISP, but there services were not working.

  Business Response

  Date: 06/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/20/2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: 6/19/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the account website. On 6/20 I spoke with Mr. ****** He advised he is now able to access the Brightspeed website but was unable to access the page on 6/19. He advised the issue is resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy