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:08/05/2025

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

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2025, Brightspeed came to upgrade our system to high speed internet. Well, there is absolutely no difference in my internet speed. They did nothing. They took money out of our acct in April 2025 to pay the bill. They also sent an invoice, which I paid. So they were paid two times in April. The check number is 9998 for $75.00. From May to present they kept sending a bill, which I ignored because they were automatically taking money from my acct. today I received a bill for $306.85, which of course I do not owe. Everytime I call them, they disconnect me. I cannot get thru to these people. They do not understand what I am trying to tell them. I want a refund for April thru August, because they have failed to fix my internet. Sometimes it is so slow, I cant get online at all. This could have been fixed, if they could only understand. ***** ****

  Business Response

  Date: 08/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/21/2025
  
  
  Re: ***** ****
  Complaint ID: ********
  Notice of Complaint Filed: 8/05/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing dispute. The customer migrated to a fiber account and maintained the old account because they wanted to keep the copper phone lines on that account. Both accounts were open and being billed. The customer worked with our customer care team and *************************** the copper account with the phone lines and they issued a credit for half of the balance. The customer was satisfied with the result. 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:

  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.

  Signed up for service on 6/19/25 and had install scheduled for 7/22/25. Tech showed up, unable to install as cable was not ran to the house. Cable was ran 7/25/25 and marked complete. I was notified 7/29 to reschedule a technician for 7/30 8am-12noon. Tech did not show. Called and was told technician was held up on another case and unable to make it that day at all. Rescheduled a 3rd time for 8/5/25 8am-12noon. Received text at 11:53am to reschedule AGAIN and called and nobody can tell me why I have to keep rescheduling. *** I spoke with checked with everyone she needed to and NOBODY could tell her why I have to keep rescheduling because their end shows it is complete and I should be good to go to have a tech out to complete the install and set up. Rescheduled again now for 8/6/25 to see if this will be done or not. NOT A GOOD START TO HAVE A NEW CUSTOMER WHEN NOBODY KNOWS WHY THE INSTALL IS NOT GETTING COMPLETED AND A TECHNICIAN IS NOT BEING ASSIGNED TO THE **** Was looking forward to new service with you all and now I am really not sure if it will be worth it or not...............

  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 install was completed on 8/6. We have monitored the line and confirmed a stable connection for the past 13 calendar days. 

  The account has a first free month discount. Once the first bill has been produced we will add credit to this account.

  This issue was due to poor communication regarding the installers and cable teams. We do again apologize and will strive to do better in the future. 

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

  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.

  Brightspeed provides landline service to my residence in a rural area. In the month of July I have had no service. I called to cancel the service on July 14 and was told by the representative that she could not access my account because the system was down. I would have to call back after July 22 to cancel service. The system is still down and I am not able to cancel. My phone still has no service.

  Business Response

  Date: 08/18/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ***********************;
  August 18, 2025
  Re: ****** *****
  23702434 (complaint id) 
  Notice of Complaint Filed: August 07, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the customer ****** *****, attempt to cancel their services being unsuccessful. I have made adjustments to the account to remove any balance and have complete and processed the disconnect order previously attempted. They will receive one final billing statement. The disconnect is effective as of today 08/18/2025. This will appear on their final billing statement. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  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.

  Our internet went out on July 6, 2025. Since then, I have made daily calls to get the service repaired without accomplishing anything. All promises and deadlines to repair our services were not honored. At one point, we were able to schedule a technician to come to our home. After we arranged for someone to stay at our home for the day to accommodate the visit, we found out the visit had been cancelled because the problem was repaired (it was not). Attempts to reschedule were futile. Today, I was able to schedule, but they said it would be August 19. That means 6 weeks without internet! I also attempted to contact them through their website. Though I requested a phone call, they sent emails that I couldn't view due to no internet, so they cancelled my claim. When I wrote back, they sent me a customer verification link where I filled out all the information. Later they said they were cancelling my request again because I had not filled out the verification form. I sent them back a screenshot where I had, but have not heard back since.

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/15/2025
  
  
  Re: *** Royster 
  Complaint ID: ********
  Notice of Complaint Filed: 8/05/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service  and the repair date. I confirmed the customer has an open repair ticket that is due to be completed 8/19/2025. I advised the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/18/2025

   
  I am rejecting this response because: The incompetence of this company is truly pathetic. If your business revolves around providing internet accessibility, and you can not remedy a no-service situation in 5 weeks, why are you even in business? Even more frustrating is dealing with your "customer service". Many can't speak or comprehend basic English. Worst of all, deadlines, a service call to our residence, and several updates through texts were promised and never honored. I am a senior citizen, and in all of my years, I have never encountered any company worse than Brightspeed! Your response never addressed any of the issues I lodged a complaint about. 
  
  

  Business Response

  Date: 08/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/21/2025
  
  
  Re: *** Royster 
  Complaint ID: ********
  Notice of Complaint Filed: 8/05/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. I spoke with Mr. ******* and the modem was replaced. He confirmed the issue was resolved. 
  
  Brightspeed 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.

  Re my parents - *************** ****, *************************************************************** My parents have been without service for 2 months. I don't understand what their game plan is, they are called and say they are sending someone out, they show up but the problem is still there. Only July 22nd, they were scheduled to come out but there was a no show. They tell everybody that they hire people but they keep quitting. They say they are making adjustments to your bill but they say look for it in next month's bill. The landline phones need to be fixed. There are a lot of elderly people that need phone service.

  Business Response

  Date: 08/18/2025

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

  Customer Answer

  Date: 08/18/2025

   
  I am rejecting this response because:
  The people in this area are being given the run around. This is the 4th time we have had service appointments supposedly set and everyone of them have resulted in nothing still done and they drive off leaving the people in this area with still no service and yet have the audacity to still send a monthly bill saying it will be automatically withdrawn so if the customers and in this case my elder parents dont call Brightspeed up and spend a hour on the phone being shifted from one department to another telling them they better not withdraw a dime because there has been no services this company will actually take the peoples money knowing full well there has been no service for months now for the people in this area.

  My request is this, stop sending out bills to the customers until the issues is fixed and stop asking the people when the problem started because everyone in this area has called in and you Brightspeed should have all the information you need to know when the problem started if youve kept any kind of logs at all. 
  Be honest with the people in this area instead of the game playing. Its quite funny multiple people here in our area are reporting when they turn the complaints in to the BBB, attonery general and the governor that the very next day the phone service is suddenly on for a few hours then it suddenly is back off. 
  This has been an ongoing problem since November 2024.
  
  

  Business Response

  Date: 08/22/2025

  BBB of Southern Piedmont and Western N.C. 
  *************************************************;
  Matthews, ** 28105 
  August 22, 2025
  Re: ****** *******
  23719120 (complaint id) 
  Notice of Complaint Filed: August 07, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the voice issues for ****** *******, I am still unable to reach the client directly at this time. The current estimated date of repair is 09/03, No earlier dates are available for repair at this time. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  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.

  We had a storm, and the landline phone became unusable because of loud hum on the line. Spent 3 hours with customer service who agreed based on the discussion, that the problem was in Brightspeed equipment and not in my home. The earliest repair date was ONE MONTH.I escalated the issue twice, and the 2nd escalation contact stopped replying altogether. I am out of service for a MONTH, even though I'm still supposed to pay the bill for my landline phone? Seems insane to me.NOTHING works to help obtain faster repair service. I have zero confidence they will actually show up. Brightspeed level 2 escalation now refuses any attempts at communication.I have never dealt with such a lousy company. As a senior, I depend on a landline. Now I don't have one (Though I am still paying)

  Business Response

  Date: 08/05/2025

  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 by **** Brewer 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 **********************
   
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 08/11/2025

   
  I am rejecting this response because:
  I have filed an earlier report in regards Brightspeed not responding in a timely manner to a landline service outage. We're Seniors and depend our our landline. Ours failed in a thunderstorm a week and a half ago. Brightspeed could only guarantee a service call a month away (this after ensuring the problem was not in our home, but in their network). I submitted a complaint to the *** and to you, hoping for a better commitment and indeed they contacted me this past Monday (8/4/25) and indicated they would be out Tuesday. They were, and the service tech indicated that he found the problem and it was in their equipment, not in our home (which we already knew). He left, and we proceeded to have 1.5 carefree days of service before the exact problem returned. Once again we do not have working phones. After another hour on the "help" line (now totaling 5 hours) I have another commit date of the 20th of this month to attempt to fix their equipment again. This will make 3.5 weeks we will be out of landline service. As a government sanctioned monopoly they need to be MUCH more timely when their equipment fails. They have also BILLED me for the month of August. I am asking help in getting timely service on their bad equipment, and for them to comp us the time we've been unable to user our phone. Thank you for any help you can give. I can't tell you how frustrating this has been.
  

  Business Response

  Date: 08/14/2025

  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 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 **********************
   
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst