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:08/04/2025

  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 have Brightspeed phone and internet (DSL). I live in the country - about 6 miles from ********** - where fiber is not available. But were certainly not remote to allow for the poor service. This is the second time now Ive been with out phone and internet service. This last time, we lost it on Thursday, July 31st. I called their support number via cell phone. I was disconnected four times and had to go through their cumbersome automated system repeatedly. The last technician confirmed the repair would happen on Monday, August 4th between 8 am and 5 pm.I expressed concern as i work from home and my husband needs the internet to transmit medical data. She said shed see if she could speed up the date and would call me on monday. No call ever occurred. We went to a hotel for the weekend so we could have the necessary internet and phone service.We then received a text message telling us our repair service was moved to Tuesday, AUGUST 26TH! The message didnt let you respond. We now required to wait a month for a repair! No telephone or internet for someone who uses it for work and for my husband with his medical condition is unacceptable. Repeated calls have not been returnedYET I did get a monthly bill for services I do not have.

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  Re: ****** Kreitz 
  Complaint ID: ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I worked with dispatch escalation and got customer a sooner due date for service repair but customer ultimately canceled the service appointment and service.
  

  We appreciate ****** Kreitz  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: 08/19/2025

   
  I am rejecting this response because:
  I received a full bill even though I had no phone or internet for two weeks.

  Ypu should also be aware of the volume of complaints from other customers in the **********/************ region

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  Re:****** Kreitz 
  Complaint ID ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have made adjustments to your last billing for 14 days of service credit to be reflected on the next statement for the outage at your location. 
  

  Again, we appreciate ****** Kreitz  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: 08/23/2025

   
  I am rejecting this response because:  Ive already paid the last bill.  Please provide reimbursement.
  
  

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  
  Re:****** Kreitz 
  Complaint ID ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. There is a pending credit on the account that will be reflected on the next billing statement on 9/1. 
  

  Again, we appreciate ****** Kreitz  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
  

  
  

  Customer Answer

  Date: 08/29/2025

   
  I am rejecting this response because:
  I closed my account prior to my last bill which covered to August 31st.  There will be no future billing so a credit applied to my next bill makes no sense.  Refund should be mailed to me.

  Business Response

  Date: 09/05/2025

  September 5, 2025
  
  
  Re:****** Kreitz 
  Complaint ID ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. A refund will be mailed after the final billing has been processed.
  

  Again, we appreciate ****** Kreitz  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: 09/05/2025

   
  I am rejecting this response because:
  

  I closed my account weeks ago after waiting for someone to come and fix the broken modem.  Brightspeed cancelled my account.  I just received an email telling me I had to turn in my equipment.  The equipment is BROKEN and was disposed of since the person that closed the account for me never said I had to return the BROKEN modem.  Its been weeks since I closed the account.  ****************** is just playing games.

   

  
  

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/18/25, I called in to speak with a representative to set up a payment arrangement for our past due balance and the agent set forth the following payment arrangement(see below), with the first installment due 8/17/25. I agreed to this arrangement with no issue. On today, 8/04, I received a text message stating that our services would be disconnected if we did not make a payment by ***. I called customer service as this was not what was agreed upon during my conversation on 7/18/25. I spoke with (3) representatives ending with a Manager named ********* and they all told me the same thing: since Brightspeed has upgraded their system, the previous payment arrangement was no longer found and the new system is unable to complete new payment arrangements. The manager told me that in order to retain services, I would have to pay the past due balance of $500+ by 8/22/25. She stated that unfortunately, they are telling all of their customers the same thing, which is pay the past due amount to retain services until the system can allow for payment arrangements. She stated that this issue has been escalated with no *** on a resolution, but in the meantime, services would be disconnected if full past due balance is not paid by 8/22/25.I find this unprofessional and disappointing as an agreement was made and now it is not being honored because of a system upgrade. I am asking that someone work with us to either extend our due date to allow time to come up with the large past due balance or find a way to honor the previous payment arrangement as outlined below. I look forward to hearing from someone from your team ASAP.PREVIOUS PAYMENT ARRANGEMENT:Payment Due Date Payment Amount (Plus Current Amount Due Each Month)8/17/25 $140.50 9/16/25 $140.50 10/16/25 $140.50 11/15/25 $140.50 12/15/25 $140.50 01/14/25 $140.50

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  Re: Nuri Hood 
  Complaint ID: ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have forwarded your payment arrangement issues to the ********************** and we are working toward a resolution. I will keep you updated on the progress..
  

  We appreciate Nuri Hood  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: 08/19/2025

   
  I am rejecting this response because:

  Someone from Brightspeed called me on last week to let me know that they will be working on my account, however, no updates have been received since then and now my services were disconnected today 8/19 by Brightspeed. In addition, there has been an outage in my area since Tuesday 8/12 in which my service has not been working, which is another reason why my bill is so behind because we have continous outages that have forced me to invest in a backup solution for internet services so that we do not lose business. There have been week long outages consistently every other month at my location.

  
  

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  Re:Nuri Hood 
  Complaint ID ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have spoken with Collections about the payment arrangement and have left you a voicemail with contact information if you could please contact me to discuss the details.
  

  Again, we appreciate Nuri Hood  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:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/2/23 I decided to set up internet in my home using Brightspeed, as they were the only providers in my area. They delayed the delivery of my modem and I called to let them know, they expedited me a modem. The beginning of 2024 they called and said that I was ~5 months behind on my payments and that Im close to being sent to collections. When I asked how that can be when I have all the payments on my banking app, the customer service representative told me that it wasnt her concern and the service bill due is for an address that I do not live at and a phone number thats not mine. I can provide all my payments and even show my Brightspeed app that says Im not behind. How am I liable for the mistake of the Brightspeed worker? I have literal proof that Im not behind. Im hoping the BBB can help me get this removed before I have to get a lawyer involved against Brightspeed, as I am a new father and I was planning on building my credit so I can hopefully provide a better life for my new daughter. This collection has dropped my credit score 40 whole points!!! This is not right and Ive already read stories of the scammy stuff that Brightspeed does. Attached is the first few emails from Brightspeed when I set up service, the INCORRECT phone number and the collection amount. Please help me resolve this as I dont make a lot of money as it is and Its not right that this company is making me pay for THEIR error.

  Business Response

  Date: 08/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/21/2025
  
  
  Re: ****** Vargas 
  Complaint ID: ********
  Notice of Complaint Filed: 8/04/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. At the time the account was created there was a system issue and a second order was created. This created two accounts. I verified that the 2nd account was *************************** and I cleared the balance. I emailed the customer to advise. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:08/04/2025

  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.

  6/1 or 6/2/2025 our home phone and internet service stopped working. Contacted Brightspeed and was given an appointment for 6/17. On 6/17 repair tech said our line was cut and they would report it. As of 7/7 service not repaired so after contacting Brightspeed and talking to 5 people over an hour we were given credit on our bill and told the first available repair date was 7/31/2025. Ticket #*********. As of today 8/4/2025 there has been nothing done to fix the problem. In addition to not having internet or home phone service our phone number is connected to our alarm system which would do nothing if there was an emergency. It is very concerning to me that our elderly neighbor across the street has no home phone service either. She needs her phone more than we need ours! This issue began when another internet provider dug holes in our yard to bury their lines. We would just like our service restored in a timely manner. Going on the third month without service is crazy! Our Brightspeed account number is *********.

  Business Response

  Date: 08/18/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 18, 2025
  Re: ***** ******
  23699923 (complaint id) 
  Notice of Complaint Filed: August 04, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the repair delays for ***** ******. The services are not currently repaired after the previous dispatch and a new dispatch has been created. I was able to reach out through email to make contact with Mrs. ****** and have made and adjustment for their monthly services on their account. This 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: 08/21/2025

   
  I am rejecting this response because:

   I am encouraged by the text received that a repair order has been issued but am discouraged that it will be 9/17/2025 before it is scheduled. In addition I have no way to know if anyone will show up on 9/17. No one showed up on the last repair date of 7/31/2025. A credit issued for service that does not work should be a given without a customer having to go to the lengths of involving the BBB.  So until I can pick up my home phone and make a call or check my email in my home on my laptop to see if said credit has been given, I will not be satisfying any complaint that I have with Brightspeed.

  
  

  Business Response

  Date: 08/25/2025

  BBB of Southern Piedmont and Western N.C. 
  *************************************************;
  Matthews, ** 28105 
  August 25 2025
  Re: ***** ******
  23699923 (complaint id) 
  Notice of Complaint Filed: August 04, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the repair delays for ***** ******. The repairs are not always necessary to be conducted at the location. The field can test from different points on the lines to check for operation. Generally wherever the break or corrosion occurs. Given the case history the issue is not inside the premises. I will follow up with you after the dispatch is closed and will be notified once the technician closes the ticket with their repair notes so I can make contact to confirm the repairs. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** ******

  Customer Answer

  Date: 08/28/2025

   
  I am rejecting

  i will reject this and all responses until my services are restored  

  
  

• Initial Complaint

  Date:08/04/2025

  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.

  Multiple issues with this corporation. They never billed the correct person for the three months I had the copper phone service. The system was disconnected three times requiring them to "send a tech" out to the residence, despite the issue ultimately being in their own back office, or other relay locations. Last time my phone lost ability to have a signal, they said the earliest a tech could be out here to resolve it was 32 days later. not acceptable. I ported my number to a ************ provider, which took a couple of weeks. I called to ensure my account was cancelled on July 2nd. and later that month, I got a bill despite my phone not working around Jun 18, 2025. The refunded (credited the account) and reassured i should not be billed anymore. Oh, my service included "Nationwide Calling Included" which like a cell phone, seems to be free long distance. they were also attempting to bill me for those calls. in addition to the advertised rate plan. My deceased mother's name is on the bill despite her dying about 10 months prior to me initiating service under the new telephone number at this residence. and I just got a bill in August for charges of 8 dollars (but owe only 5.52, because of prior credits.) My complaint is why, after NOT having access to my telephone since and also porting my number to another carrier causing my acct to go inactive. Why are they still trying to bill me.

  Business Response

  Date: 08/18/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 18, 2025
  Re: J. ***** ******
  23699488 (complaint id) 
  Notice of Complaint Filed: August 04, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the voice issues for J. ***** ******, I called but there was no response to phone or email contact. I made the adjustment as the customer had already ported out and cancelled services with Brightspeed. An adjustment for their monthly services has been made on the account to remove the residual tax balances. The adjustment will appear on their Final bill statement. Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?J. ***** ******

  Customer Answer

  Date: 08/18/2025

   
  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 as long as my account is fully closed.  I ported my number on July 2nd 2025, while losing service weeks prior, and being quoted over 32 days before service could be restored.  I feel I should NOT ever receive another bill with any sort in the future, especially because I had a 'credit' from a previous bill with a documented dispute concerning excessive charges that should have been covered under the Unlimited Nationwide Calling option.   So, if no further "bills" are presented on the next billing cycle, I will be happy to finalized this complaint.
  
  Thank you. 
  

• Initial Complaint

  Date:08/04/2025

  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 have been without **************** since June. Technician came on July 3 and said problem was outside in Brightspeed equipment at the road. I have called multiple times and have been given service dates and they all were no shows. Now I'm put off until April 15. I was told I would get two months credit twice but it was not reflected on statement received. Everything is internet dependent and I want the service I'm paying for.

  Business Response

  Date: 08/18/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 18, 2025
  Re: ***** *********
  23699267 (complaint id) 
  Notice of Complaint Filed: August 04, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the voice issues for ***** *********, I called and spoke to Mrs. ********* and a technician was out on 08/15/2025 but the trouble was not found onsite and would need extra time to repair. The current repair date is 08/20/2025. An adjustment for their monthly services has been made on the account. The adjustment will appear on their next bill and currently shows a surplus of ***** on the account. ****************** 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:
  Technicians did not show up on scheduled dates of 8/15/25, 7/78/25 or 7/15/25.  Rescheduled now to 8/20/25.  Still no Internet 

  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: ****** *******

• Initial Complaint

  Date:08/04/2025

  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.

  On March 28th 2025 I called Brightspeed Communications to get Internet at a new apartment. Over the phone they told me I was going to receive 500mb internet for 50$ when I received the invoice it said I was going to only get 5 mb internet. So I tried to get a refund for the install service and the Internet as that is not what I agreed to over the phone. So after several more phone calls and false promises I still have not received a refund and I keep getting told that the last person didn't submit it and they will submit it and I have to wait 3-5 business days. I've done that probably 5 times now and still have not been refunded for something that I didn't receive.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  Re: ****** Halm 
  Complaint ID: ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have released the funds for the refund for which you have requested. Please allow time for processing.
  

  We appreciate ****** Halm  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:
  

  I just want to give you a status update on my complaint. I haven't gotten a refund and no one will respond to any of my emails at bright speed.

  
  

  Business Response

  Date: 08/23/2025

  August 23, 2025
  
  
  Re:****** Halm 
  Complaint ID ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Fron the time the refund is released it take 7-10 for processing of the refund then it can take up to 30 days to actually receive said refund.
  

  Again, we appreciate ****** Halm  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:08/04/2025

  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 called and closed this account on May ******* and I have had to call every month since because they keep charging me every month. I was just recently charged again for ****** which is over 2 times what the normal monthly bill would be! I have tried calling to resolve this issue but haven't been able to get it stopped. The last time I called the first week of July I was given a refund for the 2 previous charges I incurred and a cancelation # of ********** and the assurance that this was resolved and that there would be no further issues. I looked at my bank account on August 3rd and saw that a charge of ****** to Brightspeed was posted to my account on July 30th. I called them and they said they were going to investigate it and in maybe 30 to 45 days I could possibly get my money back. I am sick and tired of having to call every month and spend 30 to *************************************************************************************************************************** May and try to get money refunded to me for an account that is supposed to be closed. Please help me if you can. Thank You

  Business Response

  Date: 08/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/21/2025
  
  
  Re: ******* ******
  Complaint ID: ********
  Notice of Complaint Filed: 8/04/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. We have reviewed the account and it has been disconnected and is no longer billing the customer. I also processed the refund. The refund should be returned in 7-10 business days. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:08/04/2025

  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 was told all of my internet outages with Brightspeed would be corrected by adding fiber. However, as a business, fiber does not handle fax machines. I was told that by the Brightspeed service technician. We rely heavily on our fax machine. In addition, I was sent analog converter boxes for the phones when I was told they were sending new phones. The analog boxes never worked. I was charged $150 for training, which I never got. I tried to send the boxes back within three days and cancel the service. I received the run-around on canceling service. I was told by the *** I had to contact the individual *** who sold me the service. On another call I was told I had to send a disconnect request via email. On another call I was told they didn't know how to handle a disconnect of service but would submit a ticket. I was told today the ticket was canceled because they switched to a new system. Even with numerous calls and emails, I continue to receive bills. I have attached the second letter I have sent to corporate on this issue. I have emails I can send you as well. I finally changed all of my service from Brightspeed to ******* after being a 27 year customer. I have wasted a lot of work time trying to correct this issue. I am a child psychologist and phones and internet are important for my small business. Every time I call B/S, it is 30 to 45 minutes at least. My wife works for ******************* and they too are having issues with Brightspeed. It is the worst run company I have ever dealt with. Any help you can provide would be greatly appreciated. Dr. **** *********

  Business Response

  Date: 08/16/2025

  August 16, 2025
  
  
  Re: **** Blackwood 
  Complaint ID: ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review, your account has been sent to the business account department for further review. I will keep you updated on the progression of the review.
  

  We appreciate **** Blackwood  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: 08/18/2025

   
  I am rejecting this response because: this is the same response sent previously. This is fairly simple based on the complaint, They need to send me a bill crediting the two months of charges to the fiber account. The first month for misrepresenting to me over the phone that the fiber would take care of my internet outages with DSL (it didn't), telling me it was cheaper than DSL (it wasn't), telling me it would work with my fax line (it didn't), and charging me $150 for training on analog boxes that I never got and did not work with my phones. The second month I was billed for should never have been billed for because I canceled the service. Brightspeed didn't process the cancelation because they said the ticket was canceled in their system for some reason. All of this is in the complaint. I want full credit of the fiber accou
  
  

  Business Response

  Date: 08/23/2025

  August 23, 2025
  
  
  Re:**** Blackwood 
  Complaint ID ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. We are continuing to work on your refunds for your case within your Executive cases. Please allow time for processing.
  

  Again, we appreciate **** Blackwood  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: 08/26/2025

   
  I am rejecting this response because: I have continued to have to call and thus far service is still connected after six attempts to cancel since May and I continued to be billed, see attached. This is not difficult and should be handled promptly. This is ridiculous and unacceptable for any business to treat customers this way. My son works for ******************* and they too are canceling service with Brightspeed for constant internet outages to phone service for over a year and poor customer service. This is not just me but happening everywhere. 

  I am also filing a complaint with the *************************. I am working with my lawyer and I am calculating how much time this has cost me. I am self-employed and all of this time spent on the Brightspeed issues has been time not seeing patients which is a loss of revenue to my business. 

  Dr. **** *********

   

  
  

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  
  Re:**** Blackwood 
  Complaint ID ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Your case is being all handled within your Executive case.
  

  Again, we appreciate **** Blackwood  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: 09/02/2025

  I am rejecting this response because: This response is no different then the last responses. How long does it take them to handle the issues? I have not received one phone call or even an email trying to resolve this issue. Are you able to  make contact with them and give them a timeline on when they can resolve this issue? Do I need to file a formal complaint with the *************************? Have you looked at their ******** page? Everyone is complaining about this company. Thanks, **** *********
  
  

  Business Response

  Date: 09/11/2025

  Dear Kisis *****: 
   
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **** ********* Rebuttal. Following a thorough review of the account, ****************** confirmed that a duplicate Executive and CEO complaint has been filed by **** ********* with the same concerns. Brightspeed is addressing the concerns through the CEO and Executive complaint and once a resolution is reached, a copy of the response submitted to the *** has been provided to **** *********. 
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
   
  Sincerely, 
  ***** ****
  Customer ****************************************** ****************** 

• Initial Complaint

  Date:08/04/2025

  Type:Product 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.

  - 5/27/2025 Called to cancel Landline ************ (under husband's name ****** ******). They kept transferring me, w/each person arguing w/me about why I should keep it. Finally, they said our Landline will be cancelled on 6/25 as they can't cancel in middle of billing cycle. **** is on auto-******** paid in full as usual. - 6/25 Got email saying our Landline has been cancelled & we wont be charged going forward.- 7/1 to present: They keep emailing me bills every few days for different amounts. Sometimes they change the due date to a date in the past, so its overdue! Like now $32.02 due 6/26 (was 8/18)! ****. I have spoken to them multiple times and they won't stop. Worst company ever!- We are paid in full and want these bogus charges to stop. Please help. (please do not share our cell phone number with them.)

  Business Response

  Date: 08/16/2025

  August 16, 2025
  
  
  Re: ****** Rosati 
  Complaint ID: ********
  Notice of Complaint Filed: August 4, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have placed a Goodwill credit on the account in order to zero out the balance on the account to stop future billing being received.
  

  We appreciate ****** Rosati  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: 08/18/2025

   
  Better Business Bureau:

  I thank you very much BBB for helping me with this issue!
  
  I have reviewed the response made by the Brightspeed Customer Advocate in reference to my complaint, and find that this resolution is satisfactory to me. 

  Thank you.