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:08/09/2025

  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.

  **1.** My first issue is that this company received government funding to bring fiber internet to rural areas, yet they stopped laying fiber less than half a mile from my home and never completed the job.**2.** My second issue is with the service I am currently paying for. I'm being charged for 10 Mbps, but Im lucky to get even 4 Mbps on a good day.**3.** The third issue is an ongoing outage in my area, which supposedly started on 8/06/2025 and was expected to be resolved by 9:00 AM on 8/08/2025. Its now 11:15 PM on 8/08/2025, and the problem still hasnt been fixed. My wife relies on the internet to work from home somedays, but shes been unable to do so because the service is down.**4.** My fourth issue is the poor quality of customer support. Every time I call, they give the same basic instructionsunplug the modem and plug it back inas if that solves every technical issue. Ive already tried all the usual troubleshooting steps, and nothing has worked.**5.** Finally, it feels like the company only cares about their fiber customers now, since thats where the money is. Meanwhile, those of us still on copper lines are being ignoredeven though the company was funded specifically to bring fiber to underserved rural areas like mine.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, NC 28105 
  August 22, 2025
  Re: ***** *****
  23722945 (complaint id) 
  Notice of Complaint Filed: August 09, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding getting an earlier repair date for ***** ***** . The repair was cancelled after the account was *************************** by our customer on 08/11/2025. The adjustments and final bill will be sent out and Brightspeed apologizes for any issues due to the experience and inconvenience. 
   
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** *****

• Initial Complaint

  Date:08/08/2025

  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 BrightSpeed for my internet service provider and I have lost internet connection twice in less than 2 weeks. I work from home and they refused to get someone out to my home until the middle of August. Then they canceled my appointment and my internet service is still not working.. They have no problem taking my money but they are VERY SLOW TO RESOLVE THE CUSTOMER'S ISSUES??PLEASE DO SOMETHING ABOUT THIS COMPANY AND THEIR LACK OF PROFESSIONALISM AND CUSTOMER SERVICE??

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 22, 2025
  Re: **** Lawrence 
  23722492 (complaint id) 
  Notice of Complaint Filed: August 08, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding getting an earlier repair date for **** ******** . The repair was cancelled after the account was *************************** by our customer on 08/16/2025. The adjustments and final bill will be sent out and Brightspeed apologizes for any issues due to the experience and inconvenience. 
   
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** Lawrence 

• Initial Complaint

  Date:08/08/2025

  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 am writing to formally address a serious issue regarding my internet service and recent billing.I paid for prepaid internet service, but I was without service for a total of 7 days. During that time, I contacted your support team multiple times. On my first call, I waited over 30 minutes and was told the system was down and was not transferred to a supervisor. When I called back shortly after, the system was operational, and I requested to speak to a supervisor to request a credit for the days without service.The supervisor I spoke with acknowledged my issue and agreed to issue a credit of $14. However, when I logged into my account, I noticed only a $10 credit was applied. This discrepancy is concerning and unacceptable given that I paid in advance for services I did not receive.I believe as a customer who fulfilled their payment obligation, I am entitled to the full credit promised for the 7 days I was without service. The handling of this situation has been unprofessional and not in accordance with the service agreement.I respectfully request that the remaining $14 credit be applied promptly to my account and that you review your customer service procedures to ensure better communication and resolution for future issues.Thank you for your immediate attention to this matter. I look forward to your prompt response and resolution.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  Re: Ebony Robinson 
  Complaint ID: ********
  Notice of Complaint Filed: August 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of credit issues.  After review of the account, service credits have been issued for a total of 21 days to the account for this billing cycle. All credits will be posted on the 8/18 statement.
  

  We appreciate Ebony Robinson  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: 08/16/2025

  I am rejecting your previous response, as I am still without service and may face a similar disruption in September.
  
  While I appreciate the reimbursement for the prepaid services I paid for but did not receive, being without service until September 23rd is a significant inconvenience, and my bill will need to be adjusted accordingly for that month.
  
  I am requesting a concrete and actionable plan for service in September. Can the company confirm that it can reliably deliver services in this area, or should I consider the current advertising to be misleading? It is my expectation to receive services from a credible and dependable provider.
  
  Additionally, as I work remotely 12 days per week, this service disruption is directly impacting my ability to perform my job effectively.
  
  If a satisfactory resolution is not provided promptly, I will have no choice but to escalate this matter to the appropriate regulatory authorities, including the *********************************, and consider other avenues to protect my interests.
  
  I look forward to your immediate response and a clear plan to resolve this issue.
  
  
  

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  Re:Ebony Robinson 
  Complaint ID ********
  Notice of Complaint Filed: August 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have checked the dispatch schedule and your tech is scheduled for September 3 to be at your location for repair of service. I made adjustments for services on your account as well.
  

  Again, we appreciate Ebony Robinson  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:08/08/2025

  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 February 14, 2025, Brightspeed Friber Internet installed cable on my lawn at ********************************************************************************* and damaged my irrigation system. I followed up with Brightspeed's risk management and made a claim, #4A2502FYTPY-0001 for repairs. I was advised to send an estimate, which I did, but have yet to receive any compensation.On April 24, 2025, I met with ***** ** *****, ***************** Strategy and Operations, *************************************** *************, who was going to follow up on my claim and get it resolved. I have yet to hear back form her.The amount of the repairs/claim is $125.00.I would appreciate any help that you can give me to resolve this claim.Thank you,****** ****** ***********************

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  Re: ****** Labate 
  Complaint ID: ********
  Notice of Complaint Filed: August 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of property damage issues.  I have sent your information over to have it checked by ******** for property claim updates. I have yet to receive those updates. I will update you as soon as I received the updates from the claims department..
  

  We appreciate ****** Labate  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: 08/24/2025

   
  I am rejecting this response because: back in February, 2025, I filed a claim with **************************** and included the cost of the repair to my damages which amounted to $125.00. I tried at that time to get it resolved, only to have all correspondence dropped by the company in March 2025. They refused to resolve the claim, which is why I am taking the complaint to BBB. 

  The claim for damages is such a small amount, $125.00, that I cannot understand why such a big company, Brightspeed, will on settle it.

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

   

  
  

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  Re:****** Labate 
  Complaint ID ********
  Notice of Complaint Filed: August 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. I got word back from ******* that stated: Brightspeed used the contractor, ******, at the customers location. The adjuster placed them on notice and sent below confirmation that repairs were completed, so our file was closed back in March.
  

  Again, we appreciate ****** Labate  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: 08/29/2025

   
  I am rejecting this response because:
  The repairs were never completed and I had to repair the damage myself, in spite of what ****** told the company. I sent an estimate of $125.00 to ********* for the repairs and there was never any follow up on their part. 

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

  Business Response

  Date: 09/01/2025

  September 1, 2025
  
  
  Re:****** Labate 
  Complaint ID ********
  Notice of Complaint Filed: August 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. I I have sent your claim back to ******** to get more information given your new information provided. Please allow time for processing.
  

  Again, we appreciate ****** Labate  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:08/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is spelled out very clearly in the attached letter. My grandmother has received VERY, VERY POOR phone service from them since May of this year. It has been beyond words terrible which impacted her ability to remain safe and emotionally well at her age of almost 92.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 22, 2025
  Re: **** *******
  23719832 (complaint id) 
  Notice of Complaint Filed: August 08, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **** ******* contacting for her ************ service. The connection was intermittently static and had lost service several times going back to May. A technician was out on 08/16 and again on 08/22/2025 to determine where the issue was. The issue was not occurring and testing was done inside and outside of the house. With the issue not currently existing a trouble location could not be isolated at this time. I spoke with **** and advised this will also be being handled through the regulatory team at this time. Currently No Trouble Found and issue has not reoccurred. Contact information was given for a faster response if the issue occurs again. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** *******
  

• Initial Complaint

  Date:08/08/2025

  Type:Product 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 had an internet outage in early June and repaired by Brightspeed. They left a cable laying across my yard and driveway. After almost two months of waiting the cable is still not buried. Repeat calls to ********** customer service with no resolution.

  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. This has been forwarded to an expert with the MDU-Multi-dwelling unit.
  
  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: 08/20/2025

   
  I am rejecting this response because I am the customer.  Its obvious they did not even attempt to properly investigate the complaint.  Their response is indicative of all the interactions we've had with Brightspeed, unprofessional and unproductive.

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

  
  

  Business Response

  Date: 08/22/2025

  Customer received a phone call regarding the buried line from MDU, (multidwelling community) manager ***** *.: "BSW (buried service wire) site shows IQ-301988  was completed on 8/13 so I called customer to verify but got voicemail. Left message for him to call back and ask for me if lines still not buried so I can escalate."

• Initial Complaint

  Date:08/08/2025

  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.

  bright speed offered fiber optic line for **************** customers . this was installed at my residence June 24, 2025. "Problem is" that anyone who is in the same area that didn't switch to fiber optic can't get a call through to my phone. I have called several times and they have not fixed this issue as of Aug 8, 2025 .

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 22, 2025
  Re: **** *******
  23719270 (complaint id) 
  Notice of Complaint Filed: August 08, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the **** services not working after moving to fiber for **** *******. The service was restored on 8/19/2025 the fiber **** programming was fixed and the **** service was confirmed working with customer. ****************** apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** *******

  Customer Answer

  Date: 08/23/2025

   
  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:08/08/2025

  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.

  Hi, my name is ****** *******, I have my house phone service with Bright speed, my service went out on July *******, I have been trying for a week to get this fixed, they gave me an appointment for repair but it isn't till September *******, I have explained to them that it is not acceptable, I have asked for a earlier appointment but am getting the run around, my husband is on the transplant list for a heart, we need this phone available at all times, I am at my wits end right now, can you please help, the number associated with the phone is ************, thank you

  Business Response

  Date: 08/18/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 18, 2025
  Re: ****** *******
  23719120 (complaint id) 
  Notice of Complaint Filed: August 07, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the voice issues for ****** *******, l tried the contact number but it was short one digit so I sent an email to the one provided to attempt contact with ******. I have submitted for an earlier dispatch date and it went from 09/24 to 09/03, I have sent a second request for an even earlier date that has not been approved at this time. An adjustment for their monthly services has been made on the account. The adjustment will appear on their next bill. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?****** *******

• Initial Complaint

  Date:08/08/2025

  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.

  My wife and I have been dealing, the last 3 months, with issues with Brightspeed. The first issue was over cancelation, which they were illegally delaying us from doing. The second issue happened when they finally cancelled our service. But, they over ****ed us and sent the **** late. We had to write a check while we were trying to resolve this with them. The check hasn't cleared yet because we had to send it **** to avoid more late charges. Brightspeed assured us when we called to cancel they would not over charge any customer. They over charged us ******$. My wife filed separate claims for those issues.The new issue is that they sent a new email **** today. The email ****s do not break out costs, which is why we had to wait the last time for the final ****. They are refusing to label any of these ****s as final. Additionally, the new **** has an additional $48.12 in charges that are not explained. The **** says it is for August, which is weird because they closed the account in July. The last **** was labeled for July. This new "August" **** has a due date of 7/30 which is confusing. And the other **** I just paid, has a date of 8/14 due.We tried to resolve it with them this morning via their online chat, because we had been lied to about ****ing charges we would incur when we talked to **** on the phone. But this *** would not help clarify all these charges. He just kept ***eating how much we owed, even though I explained Brightspeed guaranteed no extra charges during their upgrade. This has been the worst company I have ever had to deal with. They just keep sending marketing, ****s, and they keep calling. Which is weird, because they never help resolve anything.

  Business Response

  Date: 08/15/2025

  Dear Kisis *****:
  
  This complaint is a duplicate complaint of BBB complaint ******** that was sent 8/7. That case is assigned and will be worked. Please merge this complaint to that one.
   
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

• Initial Complaint

  Date:08/07/2025

  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 **************** has not provided reliable serve. When we contacted them, we were informed that the technician would not be available until August 27. I participate in online classes and also require the Internet for my job as a teacher. This lack of service is not acceptable and has negatively impacted my ability to complete my job and further my education. We do not feel that it is fair to be charged for services not provided and would not want to be delayed in stopping this service to search for an alternative internet provider. We are requesting credit for one month of services plus any additional costs incurred due to possible cancellation of their service and removal of any equipment.

  Business Response

  Date: 08/22/2025

  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.

  I have applied a month of credit to the account. This has left a credit balance on the account of $15.81. 

  Brightspeed field team corrected a programming issue that has, so far, maintained the connection for the past 14 days.

   

  Sincerely,
  **** *. 
  

  Customer ************************************ ******************