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:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early spring, I was contacted by a salesman for Brightspeed that wanted me to have our business convert to fiber internet. I told him we were not needing internet but our phone service was terrible with Brightspeed. He informed me that if we would install their internet service, we could bundle our phones and it would be a much better service and much less cost. I told him to go ahead and they installed the new lines in March. We've paid for the new internet service as well as our old phone lines for four months now because we are still on the old copper wire service. In June our phone was out of service for ***** days. On July 3rd the phones went out again and they have not been repaired to date even after countless hours on the phone with Brightspeed repair people from the ***********, ********* or just "Off Shore". We talked to a man on their business repair line last week and thought we were finally getting what we need. He had me sign a contract and we understood that we were supposed to have our phones that day. The next day nothing, so we emailed him back at the address he sent the contract from and he tells us it will take 5-7 business days to get a phone from them and then we have to talk with another person and that would take ***** days for them to get us on our "new" voice over IP installed. This is a business line and we have have been without a phone for the last 6 weeks out of 8 weeks. We have paid them an astronomical fee for the service. I tried again today but we can never talk to the person we last spoke with and after 2 more dropped calls, I thought that maybe BBB can help us-I certainly hope so!

  Business Response

  Date: 08/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/20/2025
  
  
  Re: ********************************;
  Complaint ID: ********
  Notice of Complaint Filed: 8/06/2025 
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. I was unale to reach them when I called them. 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:08/06/2025

  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.

  Service is unreliable. Never works. Technician appointments are pushed out 2 months. My service work 12 days out of each month. Moderns are faulty and would stop receiving power. Customer never could help. They give false information and then disconnect the call. I was told I would receive a refund check after cancellation. When I call to confirm about no one is aware of the refund. They keep charging me when Im not receiving service.

  Business Response

  Date: 08/20/2025

  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 confirmed that the account was *************************** on 8/3/25. There is a credit balance of ******. In talking with our ********* services group,  These credit refunds happen via automation now. The system is designed to automatically issue the refund after 30 days of account inactivity and will print and mail off the refunds to provided address on the account. 

  Sincerely,
  **** *. 
  Customer ************************************ ******************

  Customer Answer

  Date: 08/20/2025

   
  I am rejecting this response because:

  I have already disclosed the fact that I do not live at the address of service and I need my refund check sent to **********************************************;

  I was told that my refund was going to be refunded to the original form of payment. For some reason, it is not being documented that I need the check sent to the California address.

  Please make sure that it is documented where the check needs to be sent and ensure that it arrives to ******************************************* *******************

  
  

  Business Response

  Date: 08/26/2025

   

  We have updated the mailing address and are waiting on automation to issue the check with a follow up due by 9/10, at the latest.

   

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

• Initial Complaint

  Date:08/06/2025

  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 have an account for internet with Brightspeed and were to have payments pulled automatically from a credit card. Their system was not able to pull that and we were consistently told we did not pay the bill. I have called 4 months in a row to pay the bill by credit card, that they for some reason could not pull. This morning, they cut off internet service, even though I have paid the bills. The only pending payment was for this month of $65.00. I was told once I paid the bill, service would be restored. I have paid the bill (again!) and now being told they cancelled my service. I now have to start a new account and wait at least 3 days before service can be restored. I work from home and need my internet service!!! This was not my fault, as the company could not seem to retrieve my credit card information that was on my account. I willingly paid the bills each month and was told the problem was solved. Obviously, it was not and now I have to pay the price!! This is exceptionally POOR SERVICE and should not be subject to this kind of thing! We live in a rural area and this is the only secured internet service I can use. I am to call back Saturday to try and get service restored, but have a feeling that will be useless. Thank you for your help and I hope something can be done about this.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Re: ***** Coleman 
  Complaint ID: ********
  Notice of Complaint Filed: August 6, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing and restoration issues.  We see that service has been reestablished under residential service.
  

  We appreciate ***** Coleman  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: 08/22/2025

   
  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. 
  

• Initial Complaint

  Date:08/06/2025

  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 service is unacceptable. We were convinced to switch over to Brightspeed from Spectrum when they put fiber in our neighborhood recently. However, in the last year it has been out multiple times including recenty for the last 3 days. Several people in the neighborhood reported this outage and Brightspeed sent us several alerts that they know about the problem. However after calling and using their chat today, *** today they said nothing has been reported. I have documentation its been reported and they are aware. This is unacceptable!!

  Business Response

  Date: 08/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/20/2025
  
  
  Re: ***** Goodman 
  Complaint ID: ********
  Notice of Complaint Filed:  8/06/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. Our technicians restored the service. I was unable to reach the customer to follow up.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:08/05/2025

  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 opening a new account with ****************** for fiber service they mistakenly set up 2 accounts ************************ After receiving 2 bills for a couple months and not being able to create an online account with them I called for assistance. I was told the *0629 account would be closed and was able to make a payment on the *2420 account. I again received 2 bills the following month so called back and a supervisor confirmed they would be closing the *0629 account and provided me a confirmation number for the credit submitted to close out that account. 3 days before that account was due to close, I lost internet service. Spoke to tech support. They started a ticket and said someone would be in touch. No call so I called again. Same outcome. 3rd time I was told there was a phone mismatch on my account -programming team needed to resolve and I would get a call. Service was restored (it was out 11 days) but I didnt get a call. Service went out again 6 days later. Multiple calls to tech support (first couple ran diag tests but did not resolve issue). One supervisor actually told me she couldnt send a tech out unless I upgraded my service. Short version - she transferred me to sales who confirmed I already had what she was trying to upgrade me to. More calls spread out over a week with tech team that assures me someone will respond in ***** hours. No one calls. Call tonight to try again with sales to confirm I have the best available fiber plan and told they cant upgrade me until I clear the $255 past due balance. This balance was from the invalid *0629 account that I was told was credited due to being a wrong account! I spoke to billing who confirmed they see the notes but it was never completed. I cant get anyone to fix the service ticket issue or call me back. I am forced to pay for a community service plan that is lousy so my wife can work from home, meanwhile, no one is calling me back or fixing my loss of internet for the service I am paying for.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Re: **** Mechalske 
  Complaint ID: ********
  Notice of Complaint Filed: August 5, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of double billing issues.  Billing adjustments have been added to the account ending in *0629 to correct the amount that was showing as owed on the account.
  

  We appreciate **** Mechalske  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:08/05/2025

  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 internet was out for 12 days (July 18- July 30) and each day an estimated restoration time of the following day. On day 8 of no internet (July 26th) was promised a full refund of the bill by the company in 3-5 business days with the online chat. On day 5 of the promised refund (August 1st) was told by calling the company it was suppose to be 5-7 business days. On day 7 of the promised refund (August 5th) was told there was no refund and only a credit was being issue.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Re: ****** Mcfarland 
  Complaint ID: ********
  Notice of Complaint Filed: August 5, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have requested the the last month of service be  refunded to you in the amount of $58.90. Please allow time for processing. 
  

  We appreciate ****** Mcfarland  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: 08/20/2025

   
  I am rejecting this response because it has been since July 26th since this refund was promised and August 1st updated within their company. I am not going to approve  anything until the refund is in my account, the company makes claims that it does not backup and saying in process is not acceptable. 
  
  

• Initial Complaint

  Date:08/05/2025

  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.

  August 5, 2025 Dear Better Business Bureau:Our internet at our ********, ** resident has been out for over a month. The first time they claimed they could not fix this because they did not have access to the property. The next appointment we made we took off work to wait all day from 8-5 and they did not show up and did not call or notify us that they were not showing up. We called again and it was a two week wait for an appointment. We waited two weeks and my husband took another day off work to wait around from 8-5 but that very morning they called and canceled and said that our outage was part of a larger network issue. We have called and chatted with them repeatedly and they refuse to give us an appointment and they keep saying one more or two more days until it is fixed. Our internet is still not fixed. Our neighbor right beside us and across the street all have the same internet that is working. We are still paying the bill each month. This is a rural area with no cell phone coverage and so internet also gives us wifi calling and the ability to call 911. This is unacceptable that we are paying for a service we are not getting and that in 2025 there is not another option for us in this area. When we call customer service they cannot pull up our account, take forever, do not understand our request, and mysteriously disconnect us. So my complaint is multiple complaints. Lack of service, being lied to, being billed for a service we are not getting and taking time off work for no one to show up. I just want my internet fixed and a credit for the time the service was not working.

  Business Response

  Date: 08/18/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 18, 2025
  Re: ****** *******
  23704590 (complaint id) 
  Notice of Complaint Filed: August 07, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the non-functioning internet of ****** *******. After the cable repairs were completed and closed the services were still not functioning. I have created another repair ticket scheduled for 08/19/2025 to investigate and complete repairs. The account has also been credited for the continued downtime. This adjustment will appear on their next billing statement. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ****** *******

  Customer Answer

  Date: 08/19/2025

   
  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:08/05/2025

  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 is down and I work from home. They said the problem is coming from outside the home. Will not send a tech for 8 days. Only offered to credit me $11 for the issue

  Business Response

  Date: 08/19/2025

  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.
  Sincerely,
  

  The account provided shows it was disconnected as of 8/7/25. This escalation was received on 8/6/25. We do not have any other active accounts to review and work with. 

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

• Initial Complaint

  Date:08/05/2025

  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.

  BBB complaint #******** Bright speed customer advocacy group case #********** Her name is **** **** email *************************************** Phone number ************ My mom called the claim office. They ask her about her complaint about her ADT. She told them they had to come out and work on it she told them the cost. They told her they call back in 2 days.that was last week. They have not called her. She called them yesterday it would ring and then they hung up on her. Someone needs to do something pay her back plus take a lot off her phone bill. Bright speed cause the problem on her ADT.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  Re: Better Business Bureau (BBB)
  **** *******
  Complaint ID: ********
  Notice of Complaint Filed: August 5, 2025
  
  Dear **** *******,
  
  Thank you for contacting the Better Business Bureau regarding your recent concern with your *** security alarm system.
  
  Upon review, we addressed the issue and discussed relevant troubleshooting steps. Since the *** system operates through a phone line connection, we confirmed that you did not experience a loss of dial tone and were able to receive calls. The root cause of the malfunction was identified as a battery issue within the *** equipment, which prevented the security system from functioning properly.
  
  Please note that any fees incurred from the service visit are the responsibility of ***, as the issue stemmed from their equipment.
  
  For future reference, we recommend verifying that your phone service is active and that you are able to make and receive calls. Additionally, it is helpful to check the phone jack to which your security system is connected. If your phone service is functioning correctly, any further issues are likely related to the *** system itself.
  
  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:08/05/2025

  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 use brightspeed for internet and everything in my house. It went out 6/29/2025. They said they were doing repairs. Three days later I called again because I still didn't have service. They said they would send technician, the repair had been made! They scheduled it for 8/15. I complained and they rescheduled for 7/29. They didn't show up. They rescheduled for 8/14. I had to get another service because of my husband's disability. They said they didn't charge me for July.

  Business Response

  Date: 08/19/2025

  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.

  The field repaired an issue at our remote that provides service to Mrs. ******** as well as other customers on 8/14. 

  I attempted to call to verify service after a few days, given the recent repeat issues. 

  Please let us know if you are still having issues. 

  Sincerely,
  **** *. 
  Customer ************************************ ******************