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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,305 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:06/14/2025

    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.
    On June 10, 2025 my wife brought it to my attention that our Brightspeed landline was not working. The following day I checked again and still no working phones so i called customer service. Making contact with a customer service representative wasnt without it challenges but surprisingly was less difficult than expected. The representative was nice enough and helpful and after a lengthy conversation i was provided with a date that a technician is supposed to come and check on the problem. When they told me this date I had to stop them and verify i had actually heard them correctly. They then assured me i had heard correctly and a technician would be there sometime on August 1, 2025 between the hours of 8am -5pm and if someone was not there i would be charged $99. I wasnt expecting a technician the next day but come on, the quickest they can get a technician to my house is 7 weeks out.

    Business Response

    Date: 06/27/2025

    BBB of Southern Piedmont and Western N.C.
    **********************
    Matthews, NC 28105


    June 27, 2025


    Re: ****** ****
    Complaint ID: ********
    Notice of Complaint Filed: June 14, 2025


    Dear Kisis *****:

    Brightspeed has thoroughly reviewed the BBB complaint regarding the customer's phone outage since June 10, 2025. Repair ticket WOT2327852 is currently experiencing a delayed dispatch. Efforts are underway to expedite the dispatch for an earlier resolution. The customer has been contacted via phone and email, and I will continue to follow up until the matter is fully resolved.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    **** *****
    Brightspeed Customer Advocacy


    CC: ****** ****
    CC: Better Business Bureau

  • Initial Complaint

    Date:06/14/2025

    Type:Billing 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 is erroneously continuing to try to collect $102.38 from me for service Ive never had. I am demanding that they cease and desist. I am also demanding that this not impact my credit report.

    Business Response

    Date: 06/27/2025

    BB of ***************** and Western N.C.
    ************************************************************************************


    6/27/2025


    Re: ******* ******
    Complaint ID: ********
    Notice of Complaint Filed: 6/14/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the contact from debt collectors. I have engaged our financial team. Once I have more information I will follow up with ******* ******.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:06/14/2025

    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.
    My wife tried to set up internet service with Brightspeed since we recently moved. On 2 different occasions my wife had times set up to have techs get our service set up. One day she was there waiting at the house for 8 hrs and another 4 hrs. Both days she did not work since she waiting on the tech. Both times the tech did not show up. It was 2 no calls, 2 no shows to complete the work. She called and asked what happened and we were told that the techs were overbooked. We then switched to a new internet company.We found that Brightspeed billed us $103.50 for services not completed. My wife spoke with the Brightspeed *** on Monday (6/9) I believe, and we were promised a refund within 48 hrs. I checked our credit card and no refund was issued as of this morning (6/14). So I chatted with a *** today and they had no record of any refund being put in for us. After further discussion this morning, the *** said it would take up to two months to finally get a refund.

    Business Response

    Date: 06/27/2025

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


    6/27/2025


    Re: ***** ****
    Complaint ID: ********
    Notice of Complaint Filed: 6/14/2025


    Dear Kisis *****, 

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund. I am working our finance team to process the refund. Once I have further information on the refund status I will follow up with the customer. 

    ****************** apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 07/02/2025

     
    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:06/13/2025

    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.
    On 6/03/25 I called Brightspeed because our phone/internet was NOT Working. A repair was scheduled for 6/10/25 I missed a days work & repair person didnt show up!! So I called them and was told someone would be here the next day or the day after no later. 3 days later 6/13/25 still no service so I called again and talked to a supervisor & got no where other than we are without service until ( 7/09/2025. A total of 26 ******* wife needs internet service to do her nursing notes in the ****************** we have had nothing but trouble for the last 3 - 4 years. The main line laid in the ditch for at least 2 years and was broke 3-4 times a year We pay the bill on time every month and I dont feel that Brightspeed is doing what they should be doing with their customers. At this point ****************** is the only option we have as far a home phone service. I keep the home phone service because my father is almost deaf can not hear if we call on out cell phone. Is there anything that can be done about this crooked company??

    Business Response

    Date: 06/27/2025

    BBB of Southern Piedmont and Western N.C.
    **********************
    Matthews, NC 28105


    June 27, 2025


    Re: ****** ******
    Complaint ID: ********
    Notice of Complaint Filed: June 13, 2025


    Dear Kisis *****:

    Brightspeed has thoroughly reviewed the BBB complaint regarding the customer's internet outage and phone outage, ongoing since June 03, 2025. Repair ticket WOT2291225 is currently experiencing a delayed dispatch, with service scheduled by July 9, 2025. Efforts are underway to expedite the dispatch for an earlier resolution. The customer has been contacted via phone and email, and I will continue to follow up until the matter is fully resolved.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,

    **** *****
    Brightspeed Customer Advocacy


    CC: ****** ******
    CC: Better Business Bureau

  • Initial Complaint

    Date:06/13/2025

    Type:Product 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.
    On May 7th I cancelled the installation of services from Brightspeed internet after they charged my card $106.89 and was told I would have a refund within 3-5 days. I've called back 4 times( once a week) and still getting the run around about my refund.

    Business Response

    Date: 06/27/2025

    BBB of **********************************
    **********************
    ******************


    6/27/25


    Re: **** ********
    23465417



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund of payment due to a failure by Brightspeed to properly install and supply the contracted services.

    We are working on getting the refund that was promised issued and find out why it was not done the first time. 

    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 not received my refund of $106.85

    Business Response

    Date: 07/03/2025

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


    7/3/25


    Re: **** ********
    23465417



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund owed on the account.

    We are working through system issues that have caused the refund request to fail multiple times.

    I am still working with higher leadership to get this processed and issued as soon as possible. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


    Customer Answer

    Date: 07/07/2025

     
    I am rejecting this response because:
    I still don't have my refund

  • Initial Complaint

    Date:06/13/2025

    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 tried telling customer service that there lines were down they wanted to send a tech to my house the end of August. I tried telling him why phone and internet was area wide outage he would not listen to me. I asked for email so I can send him pictures that there lines were pulled down by a vehicle he still insisted to send tech to my house. I gave him address were the lines were down on the road and the road was closed so he set an appointment up for August 24 for tech to come to my house. This is the second time in one month that there communication lines were down on the road.

    Business Response

    Date: 06/27/2025

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


    6/27/2025


    Re: ****** *******
    Complaint ID: ********
    Notice of Complaint Filed: 6/13/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet. Our technicians were able to restore the service. I spoke with ****** *******. She confirmed that the service is working but is intermittent at times. I offered to send a tech out but she declined as she planned to change providers. I referred her concern of a low hanging cable to our field team. We are not certain this is our cable but we will investigate. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:06/13/2025

    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.
    Brightspeed is the only home phone service for my area, (thats not internet based phone) and the service is off more than its working. In the last year alone the service has been down army least four to five times. Each time you call to tell them about the service they give you a date to be fixed at least two weeks out. I was the sheriff of the county that I live in and do not have very good cell service at my residence, I relied on my home phone for my office to be able to get in contact with me and my home phone would be out. When I would call them to get it repaired the answer I would get would be two or three weeks out. I would explain to them that I need a home phone and it would not speed up the fix. This has been an ongoing problem since Brightspeed took over. My phone is currently out yet again because Brightspeed has not buried the phone line going to the box so when my neighbor was cutting hay he hit the line. This occurred last year as well and they told us they buried the line but they obviously didnt. I called them last night to let them know and they tell me they cant fix this issue until June 24th. I told them that was unacceptable, he said he would have someone to try and get it pushed through quicker. I have spoke with the ***************** my state Representative, and my State Senator about this issue to try and get something done.

    Business Response

    Date: 06/26/2025

    June 26, 2025

    Re: Better Business Bureau (BBB)
    ****** ****
    Complaint ID: ********
    Notice of Complaint Filed: June 13, 2025

    Dear ****** ****,

    Brightspeed has reviewed your Better Business Bureau (BBB) complaint regarding recurring phone service outages. Repair ticket WOT2378636 was expedited and completed on June 26. Our technician identified and repaired a damaged buried drop approximately 200 feet from the terminal to your residence. A temporary line was installed, and a request for permanent buried service wire has been submitted. Additionally, the technician notified the manager via email regarding the repair. Service has since been restored. A credit totaling $51.30covering the outage and reversal of a late feehas been applied to your account. The results of our investigation have been formally submitted to the BBB repository within the required response window.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

    CC: ****** ****
    CC: Better Business Bureau

  • Initial Complaint

    Date:06/13/2025

    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.
    Requested service on 5-22-2025. Was given a date of 6-13-2025. Called today and was told I would receive a call / text within 1-2 hours for tech coming out. No call or text received. Called in again and am now being told a date of July 11, 2025!!! We need this Internet fixed and fixed correctly this time.

    Business Response

    Date: 06/27/2025

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


    6/27/2025


    Re: ******* *******
    Complaint ID: ********
    Notice of Complaint Filed: 6/13/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. Our technician was able to make repairs and restore the service. I have not been able to reach  ******* ******* 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:06/12/2025

    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.
    I am filing this complaint due to Brightspeeds ongoing failure to provide reliable service, refusal to resolve issues, and completely unacceptable customer service.Since January 2025, I have experienced constant internet outages that Brightspeed has repeatedly failed to resolve. Despite numerous service tickets, phone calls, and chats, they have done nothing to fix the problem. Each time I reach out, I am given generic responses, but no actual resolution is *********** addition to the unreliable service, Brightspeed has refused to issue any credits or billing adjustments, despite the repeated and ongoing outages that have left me without reliable internet for extended periods. I am being charged full price for service I am not receiving.Worse, their customer service team has been completely unprofessional. I have been insulted by a representative, and on one occasion, the representative hung up on me mid-call while I was trying to get assistance. Their lack of professionalism and complete unwillingness to help is *************** someone who works from home, these constant outages have now begun to threaten my employment due to my inability to reliably work online.I am requesting:Immediate resolution to the ongoing service issues Proper billing adjustments and credits for all affected service periods A formal apology and corrective action regarding the unacceptable behavior from their customer service department If ****************** cannot provide reliable service, I request cancellation of my account with no early termination fees or further billing.I have exhausted all reasonable attempts to work directly with Brightspeed and am now seeking assistance from the BBB to resolve this matter.

    Business Response

    Date: 06/26/2025

    June 26, 2025

    Re: Better Business Bureau (BBB)
    **** ********
    Complaint ID: ********
    Notice of Complaint Filed: June 12, 2025

    Dear **** ********,

    Brightspeed has reviewed your Better Business Bureau (BBB) complaint regarding the ongoing internet service issues you've experienced since January 2025, your refund request, and your desire to disconnect due to lack of resolution.
    Weve attempted to contact you by phone at ************** and via email at ************************** but have not received a response. Based on this, we are assuming your concerns may have been resolved. However, if you still require assistance, please reply to your email message at ********************************************************** We remain committed to supporting you.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

    CC: **** ********
    CC: Better Business Bureau

  • Initial Complaint

    Date:06/12/2025

    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.
    I terminated my acct with ****************** about Christmas 2024.. I had a house phone and internet with them..I always try to pay extra on my accounts when I can in case I'm short sometimes.. I had just paid them again when i decided to change companies . When I told them I wanted to disconnect my service they told me to return my modem which I did through UPS..right after New Years..I've called several times to be told it will be mailed within a few days, then within 10 business days, then a couple of weeks. I received an email from them saying they couldn't find where they owed me anything. Well that's funny because everytime I called ,the person that i would get connected to would tell me how much Brightspeed owed me.Can you help me ? Please?

    Business Response

    Date: 06/21/2025

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


    6/21/25


    Re: ******* ********
    23461726



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding a refund promised that was not issued.

    We have made contact with our financial services department. They have confirmed and placed the release for a $221.92 refund to be sent to Mrs. ***************************************** apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


    Customer Answer

    Date: 06/22/2025

     
    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. 

Brightspeed is NOT a BBB Accredited Business.

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