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Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3,264 total complaints in the last 3 years.
  • 1,652 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 with **********/Centurylink/Brightspeed since 1994. On October 3, 2025 my internet went out. (Hard wired, wireless, DSL internet). I contacted Brightspeed and they told me that I had to upgrade to 4G Wireless. They shipped me the modem and it does not connect. After numerous calls over the last 5 days, nothing has been resolved. The keep giving me the runaround. I have been without internet service for 12 days now and apparently they have no resolution. I was told it would be another 3-5 business days before they could complete the installation. However last night, the *** told me that I am not eligible for 4G in my location. I asked them to cancel my service and send me a label to return the modem. I checked this morning and my service is still active. I can't get them to cancel my service. I also ***orted them to the ************************ Commissioner.

    Business Response

    Date: 10/15/2025

    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding ****** ********. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed 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 the customer.
     
    ****************** apologizes for any issues due to the experience and inconvenience.

    Thank you,
    ***** ******
    Customer Advocacy Intake/Analyst

    Customer Answer

    Date: 10/15/2025

     
    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:10/13/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Around 4/2/25 our internet and phone service from Brightspeed went down. After several phone calls and chats we determined to discontinue our service. I placed a phone call on 4/10/25. (Our April monthly payment went in to the company on 4/8/25). The modem was returned on 4/13/25. On 4/27 I had an online chat with ******* screenshots included. BrightSpeed has continued to amass charges to me. On 7/29/25 I called and talked with 5 different people. In the end ******** gave me a case number to remove the full amount BrightSpeed said we owed (CS05383718). The company continued to charge and on 10/4/25 we received a letter saying if we did not pay the bill they would send it to collections. The same day I called again. Spoke with 2 people. The last, ******* said the case number from July had been closed by previous agents. He created a new ticket INC0241684 to remove the charges. He also said he would be the one to call me back in 3-5 business days once the complete file had been reviewed. He did not return the call.

    Business Response

    Date: 10/14/2025

    Re:   Better Business Bureau Consumer Complaint # ********

    Dear ******:                    

    I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by the The Better Business Bureau on your behalf. This complaint pertains to the circumstances regarding the billing issue you have been dealing with.
    INC0241684 is still open with our IT team. There was an update 3 hours ago. I have been **** to verify that the account is full *************************** at this time and I went in and gave a credit slightly more than the  amount requested of $********* should show as a total of $625.26 and should show posted to the account no later than 10/23/2025.
    Thank you for your understanding and for bringing this issue to our attention.

    Best regards,
    ****** *.
    ************
    Customer ************** (CAG)             

    Customer Answer

    Date: 10/14/2025

     
    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 if they follow through with what they have proposed.

    Thank you. 

  • Initial Complaint

    Date:10/09/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 Poor Customer Service. Every time we call in for a Problems with the Telephone or **************** , the Customer Representative is ***************************************** The Customer Representative Refuses to Answer the ************************************** be put back online.Someone Hit a Telephone pole and The Internet only stays on for 12 hours a day. The Telephone has been down for 4 days. They Use Scare tactics when services are down, to force you to upgrade.

    Business Response

    Date: 10/10/2025

    Re:   Better Business Bureau Consumer Complaint # ********

    Dear *****:                                                                                                                      

    I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by the The Better Business Bureau on your behalf. This complaint pertains to the circumstances regarding the repair issues you have been dealing with.
    The customer is on older hardware that is no longer viable for repair. The move is to newer technology that is dominating the area but unfortunately requires some account changes. Pricing is Like for Like or as close as possible.
    Upgrading to the fiber product is the only fix at this time.

    Thank you for your understanding and for bringing this issue to our attention.

    Best regards,

    ****** *.
    ************
    Customer ************** (CAG)             

  • Initial Complaint

    Date:10/08/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a full time job working from home that requires a high speed Internet connection. In July of this year I lost the Internet. I have spoken to Bright Speed multiple times on phone & on their *********** escalation team without any resolution to have a repair technician to come out to my residence to resolve the issue. They just keep canceling & rescheduling my repair dates & giving me the run around. No one will fix it or do anything. The customer service communications is terrible, they have told me someone will be out in a week & then appointment is cancelled with no future appointment date. The current repair date they scheduled is for Dec 3, 2025. They don't care & have completely disregarded the people in my area. I keep calling every month about my *********** do credit ****** don't have to pay. So the issue isn't money, it's the principal that in this ********* people need their Internet in order to work

    Business Response

    Date: 10/14/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************

    October 14, 2025
    Re: **** ******
    ID # ********
    Notice of Complaint Filed:  October 8, 2025

    Dear Kisis *****:
    Brightspeed appreciates the opportunity to review the issue reported by **** ******. Our case owner, **, will be following up soon with next actions / status towards reaching a desired settlement. Thank you.


    Sincerely,
    *******
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 10/15/2025

     
    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:10/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 internet service began to drop repeatedly for days. The technician was scheduled to come out between 8 and 5. At 4 I called Brightspeed asking the status of the technician because I had not been notified. They advised the tech was closed. They rescheduled for the next day. I told them I was unhappy about the situation and that I wasn't notified. I was only available until 12 the next day. The technician never showed. Still having service issues.

    Business Response

    Date: 10/09/2025

    Good Afternoon,

    I show that our service technician was out today to repair theslow speeds that you have been having. It looks like they cleared up some trouble in the cable. Please let me know if your service is working as it should. 

    Best regards,


    ****** *.
    ************
    Customer ************** (CAG)             

  • Initial Complaint

    Date:10/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Contacted brightspeed about landlines being cut during installation of fiber. We have disabled elderly with only landlines on road that must have their phone lines working. Brightspeed would not send a tech out to discuss with fiber team about where lines are, scheduled a tech for 10 -13 days out and proceeded to hang up on me when I asked to talk to someone else who could escalate assistance.We live in rural area so cell service is not reliable and elderly rely on landlines to call 911 for medical issues.

    Business Response

    Date: 10/08/2025

    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding **** *******. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed 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 the customer.
     
    ****************** apologizes for any issues due to the experience and inconvenience.

    Thank you,
    ***** ******
    Customer Advocacy Intake/Analyst

    Customer Answer

    Date: 10/08/2025

     
    I am rejecting this response because:
    They are only stating they are reviewing the complaint and are not addressing the issue that my landline was cut by utility company.  They believe it is acceptable to send a tech to review the issue of no service  over a week later and to  have their customer service hang up on me when I asked to escalate this to someone else or another *****  

    Business Response

    Date: 10/09/2025

    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding **** *******. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed 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 the customer.
     
    ****************** apologizes for any issues due to the experience and inconvenience.

    Thank you,
    ***** ******
    Customer Advocacy Intake/Analyst

  • Initial Complaint

    Date:10/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Last month My phone was out of service and now A month later My Internet stop working ...this is BECOMING a continuous problem with Brightspeed..I've been dealing with this non stop for years and it is becoming aggravating and disrupting My home life not knowing if My phone and Internet will be working ...I've lost trust in Brightspeed...

    Business Response

    Date: 10/08/2025

    Re:   Better Business Bureau Consumer Complaint # ********

    Dear ****: 

    I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by the The Better Business Bureau on your behalf. This complaint pertains to the circumstances regarding the intermittent services you are having.
    Per our conversation I have created a new dispatch for you. WOT2974288 it is due tomorrow 10/9/2025.
    I have also applied a credit of $52.26 for the service interruption and it should post to the account by 10/19/2025.
    The number to call and report trouble is ************.
    I will reach out again after the dispatch is completed to verify they were able to fix the problem.

    Thank you for your understanding and for bringing this issue to our attention.

    Best regards,
    ****** *.
    ************
    Customer ************** (CAG)             

  • Initial Complaint

    Date:10/07/2025

    Type:Billing Issues
    Status:
    Resolved
    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 keep getting gouged for late fees and a balance on an account that maintains a zero ($0.00) balance month, after month, after month.... I just want it stopped. Bright speed even disconnected my internet service on my account which, again, maintains a zero balance (according to my bank statements and invoices) putting my familly's life and property in danger. (i. e. 911 services). It has proven totally useless to complain to Brightspeed about this issue. I called today. I did not get nasty or mean and they disconnected my call. I can backup this complaint with documentation if necessary.

    Business Response

    Date: 10/09/2025

    Re:   Better Business Bureau Consumer Complaint # ********

    Dear *****:                                 

    I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by the The Better Business Bureau on your behalf. This complaint pertains to the circumstances regarding the billing issue you are having.
    I have verified that you should not have been charged a late fee for your most recent invoice. I have put a credit of the requested amount $44.62 and it should post no later than 10/17/2025. I have also inniated an escalation to get the account unsuspended.

    Thank you for your understanding and for bringing this issue to our attention.

    Best regards,
    ****** *.
    ************
    Customer ************** (CAG)             

    Customer Answer

    Date: 10/09/2025

     
    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. What about next month, and the following month? Very respectfully submitted.

    Thank you. 

  • Initial Complaint

    Date:10/06/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    Have a credit balance and cant get the refund. Its been almost 3 months.

    Business Response

    Date: 10/07/2025

    Re:   Better Business Bureau Consumer Complaint # ********

    Dear ******:                 

    I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by the The Better Business Bureau on your behalf. This complaint pertains to the circumstances regarding refund request
    Our systems show that a refund was granted on 7/10/2025 for the amount of $48.79 but for some reason the system held the funds. I have initiated an override,and the check will be mailed out this week.

    Thank you for your understanding and for bringing this issue to our attention.

    Best regards,

    ****** *.
    ************
    Customer ************** (CAG)             

    Customer Answer

    Date: 10/07/2025

     
    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:10/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 canceled my bright speed Internet service7/8/2025. I was told I would receive a credit. On.9/17/2025 I received a disconnect notice and a charge of $87. I contacted Bright speed numerous times over the following weeks and was advised my account would be credited in full by numerous supervisors. As of 10/6/2025 my account still reflected the full $87 balance. When I called and spoke with a manager, I was informed the only way my account would ever have a zero balance would be if I paid it in full. I advised her I was not paying them $87 for services I did not have and that were canceled in July.

    Business Response

    Date: 10/08/2025

    Re:   Better Business Bureau Consumer Complaint # ********

    Dear *******:                                  

    I am ******, a representative of the Brightspeed ************************ I would like to inform you that we have received a complaint submitted by the The Better Business Bureau on your behalf. This complaint pertains to the circumstances regarding the account issues that you are dealing with.
    Per our phone conversation I have applied $87 in credit to your account that should post no later than 10/25/2025

    Thank you for your understanding and for bringing this issue to our attention.

    Best regards,
    ****** *.
    ************
    Customer ************** (CAG)             

Brightspeed is NOT a BBB Accredited Business.

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