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:06/18/2025

  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.

  BrightSpeeds internet service is terrible. I pay for 6mbps and rarely receive more than 3 mbps. Over the past year, I have called BrightSpeed customer service more than two dozen times. Currently, I am without internet service for the 12th consecutive day. After speaking with the customer service representative, a service appointment was scheduled for 13 days from now. If that appointment is kept, I will have been without internet service for nearly one month. Initially, BrightSpeed blamed the issue on their lines, then my modem and now the lines again. I was sent a new modem and had internet access for roughly 30 minutes before it was lost again. I have literally spent hours on the phone with brightSpeed. In order to have internet, I am currently forced to use my cellphone as a hotspot and burn through my data plan. I have attempted to contact the US-based support team and have not received return calls. The only way BrightSpeed seems to do anything is if a formal complaint is filed through BBB.

  Business Response

  Date: 07/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/02/2025
  
  
  Re: ******** ******
  Complaint ID: ********
  Notice of Complaint Filed: 6/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. The customer cancelled the repair ticket. The ************************* appears to be up and working, I have not been able to reach the customer to follow up. I will try again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/18/2025

  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.

  The first problem with my caller ID started in May and it took over a week to get an appointment for a technician to come out. He came out and had no idea what he was even there for. He did some troubleshooting for a while but was unsuccessful. He said he would get back with me in a week, but never did. After the troubleshooting, I then started having serious issues with my voicemail. The best they could do was another appointment a week out. My appointment was yesterday, no one called, and no one showed. I am not getting voicemails at all or hours to days later, this is costing me business money and customers.

  Business Response

  Date: 06/25/2025

  Re: **** **********
  23484955
  Notice of Complaint Filed: June 18, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms.Williamsons repair concerns. Following a thorough review of the ************************** confirmed that a duplicate *** complaint has been filed by ************* 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 Ms. ******************* Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ******* *.
  Brightspeed Customer Advocacy
  
  CC: **** **********

  Customer Answer

  Date: 06/25/2025

   
  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.  This matter/repair has been resolved! 
  Thank you. 
  

• Initial Complaint

  Date:06/18/2025

  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.

  June 11th, 2025 ************ has repeatedly given poor service for their landline phone service. I go thru this every couple of months even after explaining that at this address there is a person with medical issues. This current issue has been going on for over a week now with no landline. After spending hours on my cell phone to reach this company, I was told that it would be a month before a service person could fix this issue. All I am wanting is phone service and every couple of months, I have to fight to get someone to fix this issue

  Business Response

  Date: 07/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/1/25
  
  
  Re:******* ****
  23484575
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a service issue with the home phone and the dispatch commit time.

  The current ticket shows it was closed as part of an outage. I have tried reaching out on the contact number but have been unable to leave a message as I am getting a recording that the voicemail is disabled. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/02/2025

   
  I am rejecting this response because:
  the phone is off line - so explain to me how you are trying to contact me - using this phone - come to my house and try to make a call on this phone - it's easier to sit in your office and say you tried to call when all you have to do is look up this number over pass 5 years and see it is a problem - I imagen if this was your mom and dad they would be real happy with your response 

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/3/25
  
  
  Re: ******* ****
  23484575
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a continued interruption to his services and the delay of Brightspeed being able to resolve this. 

  We discovered too late that the system had cancelled the original ticket incorrectly identifying the issue as resolved. Mr. **** made contact to have a ticket placed again that is due 7/8/25. 

  We will try to get this worked as soon as possible and blocked any automation interference to ensure direct contact. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/18/2025

  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 contacted Brightspeed on May 16, 2025 about internet services at my home, I paid a deposit of $33.50 for the install that was scheduled for May 21, 2025. On May 21, 2025 the service technician came to my home and advised me that he could not install the internet because the "Switch" was full where the service comes from and that whomever had entered in the ticket had entered the wrong location and had the service coming from town (I live in the county) He advised me that he had cancelled the order and asked for a Refund be issued back to me. On June 2, 2025 I contacted Brightspeed because I had not received my refund. I was then told that the Refund had not be "Created" and that it was now being done and that I should receive the $30 back to my checking account within 3-5 business days. On June 10, 2025 I called again because I had not received the Refund. Again was told that the refund was being processed and it would be an additional 3-5 business days to receive it. Today, June 18, 2025 I again called, This time "Camella" told me that it takes ***** days to issue a refund once the account was closed and that I should be receiving a check in the mail by the end of next week. When I asked when was the check issued, she could not provide me with a date. I advised her that this was the third time that I called about the refund and again was told the same thing 3-5 Business days before calling back about the Refund. I told her that I would wait until next week but If I soon did not receive my refund either by check or deposit, I would be seeking ***** services. I asked for the account number since each time I am told that they needed Account number, but I was only issued a service ticket number (VA1100010898) This is the worst customer service that I have dealt with. I know that they are just reading a script because everything is repeated each time that I have called, exactly word for word. I just want my refund for non-service.

  Business Response

  Date: 07/02/2025

  
  BBB of **********************************
  **********************
  ******************
  
  
  7/02/2025
  
  
  Re: ******** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund. Our finance team is still working on this. I will follow up once I have more information. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/18/2025

  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 have been without internet for nearly 2 weeks. I called the day it went out. I was given a repair date over a month away from said date. I received a message stating that my appointment had been canceled because service was restored. The message asked for confirmation. I confirmed that in fact, it hadn't been and was still without connection. I then called a few more times. I am now up to 5 days in a row that I have called, my appointments are now nearly two months away, Im paying for a service Im not receiving, Im at risk of losing employment, and I am STILL without internet. The customer service folks assure me with each call that this is getting sent to a dispatch team and Ill have internet restored. I watched not only the utility truck sit across the street, but 4 Brightspeed trucks drive past. STILL out. And, there's no one locally to discuss this with as the call center is outsourced. I was even told I'd get a call back from someone yesterday after I explained I couldn't continue to sit on hold waiting for her to "pull up my account" after 26 minutes.

  Business Response

  Date: 06/27/2025

  BBB of **********************************
  **********************
  ******************
  
  
  6/27/30
  
  
  Re: ******** ******
  23484180
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an extensive due date for field repair on service issues.

  I was able to get this ticket escalated and we currently have a promise from our field team to have this worked by this Monday, 6/30/25, at the latest. 

  I will be following up to make sure that the services are working and the repair completed in full. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 06/30/2025

   
  I am rejecting this response because:
  While my service has been restored,  for which I am thankful,  I have not yet received an appropriate refund of 3 weeks without service.  Once a favorable outcome has been reached,  my rejection of this response will be reversed. Thank you. 

  Business Response

  Date: 07/03/2025

  BBB of **********************************
  **********************
  ******************
  
  
  7/3/25
  
  
  Re:******** ******
  23484180
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an extended due date and month long outage.

  The field ticket was escalated and worked on 6/30/25. The billing shows to have allowed a month credit removing all pending balance that is due 7/16 has been zeroed out, as seen in the attached screenshot. 

  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/03/2025

   
  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:06/18/2025

  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've been trying to get a repair tech dispatched from Brightspeed to fix a loud humming noise on my elderly parents phone since early May. I've made approx 6 calls in the last 4 months. Each time I'm told they are short techs. Latest repair date from early May was June 19. On June 16th, I was notified via text that the date of tech dispatch is now August 9. No explanation why. Called on June 9 and still pending call back from supervisor.

  Business Response

  Date: 07/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/02/2025
  
  
  Re: **** ****
  Complaint ID: ********
  Notice of Complaint Filed: 6/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. Our technician made repairs. I confirmed with Mr. **** that the issue was resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/03/2025

   
  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:06/17/2025

  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.

  Current issue began 6/14/25. Fiber optic based internet and phone service experienced an outage. I called Brightspeed. After a ************************************************* I was told that service would be restored by noon. Service was not restored by noon. So, I contacted them, again. After another 20 min ordeal, I was told that service would be restored by noon the following day. This has gone on every day, till today, 6/17/25. Today, I called Brightspeed at 12:30pm, after service was not restored at the promised noon. After being hung up on twice, I was told service would be restored by 5pm, today. Called them back at 5:45 pm, went through the 20 min ** and transfer ordeal, for the *** to tell me that I wasn't told 5pm.. but, 9pm, for service restoration. She acted like I was stupid, and didnt understand what I was told, earlier. Then, she hung up on me. Called them back, went through the ** and transfer ordeal, to be hung up on, again. So, HERE'S the real problem: I am a power and communications lineman of 20 years experience. I would have been fired for causing an outage for a day. But, Brightspeed hires ***s with obviously thick Indian accents, to shine customers on, over ******************'s corporate incompetence.Finding and ***airing a problem with with a fiber optic plant, is NOT rocket science. Brightspeed either needs to handle their mix, or hire COMPETENT engineers and techs, who can. This, and NOT treat their customers and clients like they are stupid. The service issues are compounded by their providing wifi boxes that do not support the 1 gig transfer rates that Brightspeed promises. I was only getting 250 mps, TOPS, out of the promised 1 gig. And, they want us to subscribe for 2 gig service!? And, the fact that their India based customer service *****, tells me that I'm not nearly the only one having these issues with them.. by a long shot. I use the service for online trading. So, I'm losing more money than they could credit me.

  Business Response

  Date: 07/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/01/2025
  
  
  Re: ***** ***
  Complaint ID: ********
  Notice of Complaint Filed: 6/17/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet. Our technicians were able to restore the internet service. I have not followed up with the customer but I will try at a later time.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/17/2025

  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 have been waiting on a refund for services we cancelled that same day. Then they charged us for a month when we had already cancelled. We did not even live there anymore. They have been s******* me around for 2 months. They said we would get the refund in 5-7 days. Then they said we had to send modem back first. We did that, still no refund. I have called them probably 20 times. Then they said they had issued a paper check. I told them no because i did not live at that address anymore. Plus they told me multiple times my refund would be put back on my card. I then called and told them to cancel the check and send it to my card. I spoke to them and was promised that my refund would be expedited and i would receive it on monday june 16th. It did not come and i called monday evening they promised it would hit my account no later than 5pm on the 16th. Never came. I just called again on june 17th. Again i was screwed around with and they started talking about me getting a check but it would take 30 days. I then told them no it got cancelled and we were supposed to get it on my card. Then he said he had to contact his escalation team about the matter because i threatened to contact you guys. They have been doing this s*** for 2 months. It is total c*** at this point. I do not think they have any intention on sending it. I just want what is owed to me. They keep telling me different stuff and i think it is just to shut me up. I believe they think i will just let this go. I am beyond frustrated.

  Business Response

  Date: 06/27/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/27/25
  
  
  Re: ******* *****
  23482428
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a refund check for a deposit paid on a same day cancellation. 

  We have the IT team confirmed to have issued this refund via ticket, INC0184043. This is for the full amount at $131.80. 

  Please allow a week to process and return via standard mail. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 06/30/2025

   
  I am rejecting this response because:
  I have been told from brightspeed on 2 different phone calls that they had already sent a refund check. But I have never received any kind of refund at all..

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/3/25
  
  
  Re: ******* Boone 
  23482428
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a refund of $131.80

  Our ****************** and IT team reported that it was secured and mailed off.

  I will have a separate verification done to ensure that this was an accurate report. The process that they utilize states that it can take a week to process and up to 30 days to be received.

  I will update again with that verification as soon as possible. 

  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled veteran I cannot afford or I do not want to have internet service in my house I have asked bright speed three times to stop mailing me after I had asked them to stop mailing me they started mailing me twice as many mailers now it's harassment I want them to leave me alone or I'm going to publicly shame them on the Internet for harassing a veteran and I'm expecting your help too

  Business Response

  Date: 06/19/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/19/25
  
  
  Re:  ******** ******
  23482212
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding unwanted marketing materials received in the mail. 

  We send promotional mailings to geographic areas based on standard distribution practices and do not exclude or target specific individuals. We apologize for any inconvenience and appreciate your understanding.

  We have made a formal request, to our marketing group, to remove Mr. ****** and his home address from any further marketing materials. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/17/2025

  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 June 17 our internet went out. I have been a customer with ******, then ***********, and now Brightspeed for 20 years. I called Brightspeed and spoke with someone named ***** who told me to turn the modem off and back on. We did and unplugged it. It didn't fix the problem. He said he would schedule a service technician, but the earliest they could come out to our house was July 8. I asked for his supervisor and spoke with *****. He said he was unable to get one here faster than July 8. It is June 17. I told him that was unacceptable. I am livid and so outdone with this company. They have the WORST customer service ever. How is a month without the internet acceptable? Who runs a business like this?

  Business Response

  Date: 07/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/01/2025
  
  
  Re: *** *****
  Complaint ***********
  Notice of Complaint Filed: 6/17/2025
  
  
  Dear Kisis *****, 
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. I have not been able to reach the customer yet. There is an open repair ticket once that completes I will try again to follow up with the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy