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:08/11/2025

  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.

  Business doesn't allow me to cancel internet service.. Always says to wait or their system is "down". which i know is not true as other people that have called said they had no issues..

  Business Response

  Date: 08/23/2025

  August 23, 2025
  
  
  Re: ****** Blue 
  Complaint ID: ********
  Notice of Complaint Filed: August 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of cancellation issues.  The account has been cancelled since 8/13. We are sorry for the delay in cancellation as you requested. 
  

  We appreciate ****** Blue  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: ****** Blue

  Customer Answer

  Date: 08/23/2025

   
  Better Business Bureau:
  
  I am satisfied with the response. 
  
  Thank you. 
  

• 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.

  On 8/9 landline phone service was not working to able to dial out or receive a call. The landline is maintained for an over 80 year old individual. When Brightspeed was contacted they gave a repair date for a technician of 10/9 (2 months later). I have spent over 3+ hours on hold to speak to a supervisor and never get a response. I have also emailed and used the company chat with no proper responses. The open ticket form Brightspeed is NCCS06580454 for phone number ************. The account is under ***************** *******. Need to get customer service to respond with a reasonable timeframe for the repair which is an issue outside the home not in the home.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 22, 2025
  Re: *******, *******
  23729763 (complaint id) 
  Notice of Complaint Filed: August 11, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding long repair times for Mr. ******** The original repair date was set for 10/09/2025. The new repair date is now 09/22/2025. The area is experiencing extended repair delays due to repair volumes and technician workloads. I have issued an adjustment on the account for the monthly service charges for the voice services. This will appear on the customers next *********************** apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: *******, *******

  Customer Answer

  Date: 08/25/2025

   
  I am rejecting this response because:  I asked for a call from a manager to get a quicker response time.  This is a landline phone that is utilized by an elderly individual.  

  Response about lack of employees etc is an excuse that is the fault of the company not the consumer.

  
  

  Business Response

  Date: 08/28/2025

  BBB of Southern Piedmont and Western N.C. 
  *************************************************;
  Matthews, ** 28105 
  August 28, 2025
  Re: *******, *******
  23729763 (complaint id) 
  Notice of Complaint Filed: August 11, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding long repair times for Mr. ******** There are no sooner repair dates available due to workload. The dispatch still has the earlier date of 09/22/2025. The adjustments for the downtime and the projected downtime have posted to the account. ****************** apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  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 been trying to get my internet fixed for two days now that unexpectedly went down over the weekend. (9 August)I was originally given a technician date of 16 August which is unacceptable given its a week out and I work from home and need reliable internet.I called again and was told a technician would come by on Monday 11 August but once I called again that morning I was informed no technicians are available Having call centers or customer service overseas does not work for a company that is supposed to help in the local area.This company needs to be brought to light on how they conduct their business, deal with their issues and treat their customers

  Business Response

  Date: 08/13/2025

  August 13, 2025
  
  Re: Better Business Bureau (BBB)
  ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: August 11,2025
  
  Dear ******* *****,
  
  Thank you for reaching out to the Better Business Bureau regarding your recent internet outage and delayed dispatch.
  
  Repair ticket WOT2662277 was expedited and successfully resolved on August 12. During the visit, the technician collaborated with our programming team to relink your ONT and confirmed that your internet service is now fully operational.
  
  A credit of $16.77 has been applied to your account for the service interruption and will appear on your September invoice. The results of our investigation have been formally submitted to the Better Business Bureau 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:08/10/2025

  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.

  Brightspeed phone service is terrible. My phone has been off since yesterday and they said its going to take 19 days. I am 99 years old need my phone.

  Business Response

  Date: 08/23/2025

  August 23, 2025
  
  
  Re: ***** Watson 
  Complaint ID: ********
  Notice of Complaint Filed: August 10, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  A tech was scheduled to come out on 8/19 and repaired a buried cable and restored the phone service. 
  

  We appreciate ***** Watson  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:08/10/2025

  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 had Brightspeed for internet and phone service for about 4 years. Since May of this year, my service has been out and the company will not keep scheduled appointment for repair. I have spoken to customer service about 6 times, they assured me I had a repair appointment then cancelled by text. My bill kept accruing, and they have never restored service.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 22, 2025
  Re: ****** ******
  23723527 (complaint id) 
  Notice of Complaint Filed: August 10, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the suspended internet account of ****** ******. The customer's account has missing payments leading up before  May when the issue began and was reported. I have issued credits for the service outages going back to May, however the account will remain suspended until the previous balance before the trouble began is paid. Adjustments of ****** have been made on the account. The remaining balance must be paid to restore services. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ****** ******

• Initial Complaint

  Date:08/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/21/25 I signed up to receive service and paid a deposit and installation fee. Upon the technician arriving he asked if I wanted fiber internet, I stated I did. He then told me he could not install it that day and that someone would contact me to schedule the fiber install. They did not call. When I called Brightspeed back a week later, they stated they did not have fiber in my area. I asked to cancel the order and receive a refund. The associate agreed and told me they processed the refund and I would have it in 10 business days. Since then I have called 9 times, spoke. With many different associates, been denied the opportunity to speak with a supervisor. When I finally spoke with a supervisor on 8/4 I was told the refund would go back on my card within 24 hrs and he (*******) would call back to follow up and make sure the refund was issued. He did not call back. I then called again 8/6 and spoke with supervisor **** and was again told the refund would be issued in 3-5 business days. She is scheduled to call me back. To date the refund has not been deposited into my account. I have 2 separate confirmation numbers for deposits, documentation of where the funds came out of my account, associates can see how many times I have called to receive my refund of $169.79. I have made every effort to do things the right way and asked for my money back many times with no success.

  Business Response

  Date: 08/23/2025

  August 23, 2025
  
  
  Re: ******* Mcamis 
  Complaint ID: ********
  Notice of Complaint Filed: August 10, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  Per my review, our records show that there has already been a refund of $109.75 returned to your card that was originally charged on 4/21/2025. If you could please check your card statement for the refund back that original card.
  

  We appreciate ******* Mcamis  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:08/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Internet connection with Brightspeed is absolutely horrible. I live 10 minutes outside city limits and I still dont have a steady connection, not to mention Im trying to run a business from my home. Our internet goes out at least 3 times a day anywhere from 2 minutes to hours and some times up to 3 days. I still get charged as if Ive used the full service. You can forget about calling tech support. Youll be transferred at least 4 times and its guaranteed you will get hung up on when they say theyll put you on hold, theyll verify the call back number but Ive never had them call me back. Sadly, this is the only internet provider in my area or I would switch. Ive been a long time customer unfortunately and Ive never been happy with the services.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 22, 2025
  Re: ****** ******
  23726781 (complaint id) 
  Notice of Complaint Filed: August 10, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding intermittent Wi-Fi or internet connections for ****** House. The internet was functioning on reviewing the account and not down at the time. I am creating a ticket to test the lines on 08/27/2025, but currently the internet is up so the issue cannot be tracked. There have been no dispatches to repair the lines since 10/2024 .Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ****** ******

• Initial Complaint

  Date:08/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After canceling my internet service and closing my account with ******************, I received confirmation my account was closed and mail returned the modem. This took place around 11/01/25 In Feb of 2025, Brightspeed erroneously charged my bank account for $157.95. I called on 2/15/25 and was told a refund would be issued within ***** business days. The refund never came. I called again requesting a refund and was told I would be given an expedited refund and that a check would be issued in 3-5 business days. Again, the refund check never came. I just requested another refund and despite the refund requests I am again being told it will take ***** business to process the refund request and that no information can be given other than that for at least a week. They will not let anyone speak to their back end team who actual issue the refunds. The last employee I spoke to had the employee ID #: *******

  Business Response

  Date: 08/23/2025

  August 23, 2025
  
  
  Re: ****** Roig 
  Complaint ID: ********
  Notice of Complaint Filed: August 9, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have reviewed the account and see where the charge was credited back to your account in the amount of $ ****** for the return modem fee from tracking number 1Z21V1A19037652898. I have released the refund and it will take 7-10 days for processing before the check will be mailed out to you. Please allow time for processing.
  

  We appreciate ****** Roig  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: 08/23/2025

   
  I understand that it will take time to issue and mail the refund. I will keep the complaint open until I receive my check in the mail, as I have been assured a check would be issued in the past and would indeed be sent out, but never was.

  Therefore, I will be keeping the complaint open until the check is deposited and accepted by my bank. Once the refund is actually placed back in my account I will be happy to accept it as resolution and close my complaint.

   

  Thank you,

  ****** ****

  
  

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  Re:****** Roig 
  Complaint ID ********
  Notice of Complaint Filed: August 9, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I understand your concern and just ask that you be patient through the processing period.
  

  Again, we appreciate ****** Roig  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:
  I am being patient but I wont to close the complaint until I receive my refund check and can successfully deposit into my account. I will keep this complaint active until then. Is Brightspeed able to provide me with any sort if confirmation that the check has been  reviewed and is actually being sent? 
  

  ****** ****

  Customer Answer

  Date: 09/11/2025

   
  I am rejecting this response because:
  Hello, I did recently file a complaint with Brightspeed because I have been attempting to get my refund owed to me of $157.95 since January of this year. My last complaint was unfortunately closed by the BBB despite my expressed desire to keep it open long enough to actually verify that the refund was sent out. This complaint ** is ********. Please refer back to those communications if there is any question as to WHY I am submitting a second complaint. On August 23rd, ***** *., the Brightspeed Customer Advocate who responded to ******************** regarding my complaint, claimed I have released the refund and it will take 7-10 business days for processing before the check will be mailed out to you. Well, it has been 15 business days, as Brightspeed has confirmed that they do operate on Saturdays. Since I have received NO CHECK in the mail, I called again this morning to check the status of the refund. I spoke with an employee with the ** # *******. She saw ****** Ks BBB message as well, that she had released the refund. But the employee could find no record of the refund actually being mailed out. So according to her, the refund is still being processed, which she told me can take up to 60 business days. 60 business days to process is not what was assured by ****** K in my previous complaint. I want my refund and I want accurate confirmation of the date the check is sent out. Not vague assurances that turn out to be inaccurate. This is why I wanted the complaint to remain open until I have actually gotten my refund. This is the 3rd or 4th time Brightspeed has claimed to be processing my refund without ever issuing it. I am very disappointed.

  Desired Resolution:

  Refund

  
  

  Business Response

  Date: 09/17/2025

  September 17, 2025
  
  
  Re:****** Roig 
  Complaint ID ********
  Notice of Complaint Filed: August 9, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have requested your refund be released and it was reprinted on 9/16/2025. Please allow time for thew postal mail to have it delivered to your address.
  

  Again, we appreciate ****** Roig  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:08/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bright speed internet was ordered for my home, they came out and installed. After further testing, it wasnt anywhere near the speeds they told me. Had another tech come out, he called my wife a b**** for running speed tests. Trying to get the internet service hooked back up, and have spent over 8 hours on the phone with them, drive around looking for a tech that wasnt here, and Im currently on the phone going on 2 hours. They have offended my wife, me and my home.

  Business Response

  Date: 08/23/2025

  August 23, 2025
  
  
  Re: ****** Garver 
  Complaint ID: ********
  Notice of Complaint Filed: August 9, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of service issues.  I have reviewed the account and there is no balance to adjust on the account at this time. I would like to apologize for the experience that you encountered and say that this is not the business model that Brightspeed portrays .
  

  We appreciate ****** Garver  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:08/09/2025

  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 didn't even want to go this route,but have no choice.This has been an ongoing issue for almost 2 yrs now.I have tried my very best to work with Bright Speed and be patient. Spoke w/agent,went thru the proper steps of shutting modem down.Took over 3 weeks to have a tech come& check. **nt w/out ************ work from home.**ll about 2 months or so later the same thing happened again the buffering was so bad,I couldnt work. Even got written up. The tech realized during the repair that the issue was at the road,the wires had been rewired another ***** there was an issue at Bright Speeds bldg.I have begged & pleaded w/Bright Speed would provide us fiber optic. This is when we realized that everyone around us had fiber optic that is than 50 ft. But will not come down my subdivision of 6 houses.** felt like we were not important enough as customers.**ll, here we are again./Was told we are not on report for fiber optic & now my internet isnt working again.Our internet keeps buffering.I have reached out to Bright ********** went through the steps again.A ticket was issued for repair, its going to be over a week for the repair.Out of the blue they cancelled my repair ticket without even reaching out to me or to let me or didnt inform me.When I reached out to them again the representative showed that has been fixed basically tech can say they came & check. let them know the issues is not our modem,its at the road or at their bldg. ** are still having issues I shared my frustration.I saved some of my calls while speaking with my *************** can clearly hear that the phone was breaking up so bad.Told the representative we still have issues regardless of what they show on their end. I wanted to know why it was canceled. The representative issued another repair *********** will be another week before the tech can get here.Guess what, they just cancelled the repair ticket again w/out any warning.I just want to cry from frustration.I really didnt want to go this route

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 22, 2025
  
  
  Re: ******* ********
  Complaint ID: ********
  Notice of Complaint Filed: August 9, 2025
  
  Dear Kisis *****:

  
  We appreciated the opportunity to review the details of service issues.  
  Resolution:

  
  Dispatch WOT2630501 was completed on 08/19/2025, and services were successfully restored.
  Remote diagnostics confirmed that all line statistics are within normal range and the modem is transmitting traffic as expected.
  Please note: Fiber internet is not currently available at the service address.

  
  On 08/22/2025, an attempt was made to contact Mrs. ******** via CBR, but there was no response. A voicemail was left explaining the issue of poor Wi-Fi reception. The message included education on how a Wi-Fi extender could help improve signal strength for 8 out of 17 currently connected devices that are showing weak connectivity.
  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

  
  

  Customer Answer

  Date: 08/22/2025

   
  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.