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: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.

  I requested internet services from brightspeed internet. There modem was not capable to work because of the hookups. I returned said modem and they continued to charge me ($430) for services that I did not use.

  Business Response

  Date: 08/16/2025

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

  We appreciated the opportunity to review the details of billing issues.  After review, I have sent your request to the collections department for review to have the balance removed. Please allow time for processing.
  

  We appreciate ****** Bealer  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.

  The business is blacking out our service. We have been without phone service for weeks. The business says they cannot provide an explanation as to when and why our service is out or when it will be back up and running again. This makes it difficult in an emergency we have no way of contacting anyone for help. There is no other option to switch to another phone carrier, which is even more frustrating and Brightspeed is not willing to make any credits to our account.

  Business Response

  Date: 08/16/2025

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

• 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.

  Theyhave delayed repair of phone lines to extremely long wait times. They have inadequate technicians for this area and are allocating all resources to their "fiber" customers in other areas. Their technical support people do not speak UNDERSTANDABLE english and do NOT RESOLVE ISSUES.

  Business Response

  Date: 08/17/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, NC 28105 
  August 17, 2025
  Re: ***** *****
  23696081 (complaint id) 
  Notice of Complaint Filed: August 04, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the voice and internet services for ***** *****, contact *****, A repair technician investigated the lines and noted no trouble found on 08/05/2025. A second dispatch was created and cancelled pending the customers porting to another service and ************************* as of 08/14/2025 I have placed adjustment for their monthly services 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:?***** *****

• 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.

  So Ive been without internet for over 2 weeks , everyone on my road has it but me . Also better yet I pay my bill every month but they are over charging me for an internet box I dont have because I only have one . Ive also reported this before on here and have called to them multiple times so they know about this problem but seems like they are failing to fix the problem . I need this escalated !!! This has been going on for months and they havent did anything about it . This is by far the worst company *** had to deal with honestly

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/15/2025
  
  
  Re: *** *******
  Complaint ID: ********
  Notice of Complaint Filed: 8/04/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service and billing issue. We were able to move the repair due date to 8/19/2025. I have escalated the billing issue to our IT team to correct the account so that it is not billing for two internet connections. I will follow up with the customer once the repair completes. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:08/03/2025

  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.

  To replace the temporary telephone line at ***************************************************************, and activate a the actual telephone number, ************. The phone number, ************, is with my resident security company. The process to activate, ************ started, 13 June 2025. The billing process was transferred from my brother, ****** ********** , ** name, address and account, to my name, ****** L **********, ** account. I have been trying to get the telephone number above activated to my name, since the above date, 13 June 2025. I have made weekly calls and daily calls to Bright Speed, I have received the same response from each agent that process my calls and the same response from each manager that I have spoken with. Can you assist me, to resolve this issue?****** L **********, ** ************

  Business Response

  Date: 08/16/2025

  August 16, 2025
  
  
  Re: ****** L. **********, Sr. 
  Complaint ID: ********
  Notice of Complaint Filed: August 3, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of order issues.  We are still working on your case and will follow up with you when there has been a solution reached on your claim. Please bear with us..
  

  We appreciate ****** L. **********, Sr.  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: ****** L. **********, Sr.

• Initial Complaint

  Date:08/03/2025

  Type:Customer Service 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.

  My issue is with Brightspeed . I am his daughter I have been calling all month and before on this phone issue. His phone just quit working. I call the **************. I get no reply or nothing then the phone just starts working.He pays $95-$100 a month for a phone that doesn't work half the time.Then you have the internet another question. If he has a emergency how is he going to get a hold of anyone he is 89 years old. How can I check on him if the phone or internet doesn't work? I have given brightspeed so many times to fix this problem. They need to get out and check the phone lines many people in the ******** area ******* **** have issues. My dad needs his phone and internet working! I will be handling this issue for my dad.

  Business Response

  Date: 08/17/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 17, 2025
  Re: ****** *****
  23694487 (complaint id) 
  Notice of Complaint Filed: August 03, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the voice and internet services for ****** *****, contact *****. I was able to speak with ***** back on 08/06/2025 to confirm the issues in the area. The line was repaired on 08/13/2025 and previously there had been damages from rodents as in the equipment as well.. I have placed adjustment for their monthly services 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:?****** *****

• Initial Complaint

  Date:08/03/2025

  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 charged me twice for the same amount in July and I would like a refund of the overpayment. They disconnected my internet, and would not turn it back on until I made two payments of ****** and ******. The internet was to be turned back on within 24 hours and it was.

  Business Response

  Date: 08/16/2025

  August 16, 2025
  
  
  Re: **** And ******* Houser 
  Complaint ***********
  Notice of Complaint Filed: August 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have placed a note for Small Business to contact you about billing, credits and the plan that you are on. They will be able to answer all of your billing questions.
  

  We appreciate **** And ******* Houser  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: **** And ******* ******

  Customer Answer

  Date: 08/16/2025

   
  I am rejecting this response because:  No changes have been made, although I have had at least 6 promises of a lower bill since March.  This is idiocy when you think that each time Brightspeed is contacted and promises are made, when in fact nothing changes.  
  
  

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  
  Re:**** And ******* Houser 
  Complaint ID ********
  Notice of Complaint Filed: August 3, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated I sent to ************************* to have them contact you to make sure they have you on the correct plan and sort out any billing questions you may have.
  

  Again, we appreciate **** And ******* Houser  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: **** And ******* ******
  

  
  

  Customer Answer

  Date: 08/21/2025

   
  I am rejecting this response because:  I have had no contact by Brightspeed to resolve these issues with their company.  They just continue to send invoices/bills, but no changes or personal communication to make changes.
  
  

• Initial Complaint

  Date:08/03/2025

  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.

  Comment (Required)Starting 7/27/25, my internet service has been completely out. I have been receiving unrealistic restoration dates/times but service has not been restored. I have reached out to the company directly with no decent resolution as it has been 8 days as of 8/3/2025 that I have been without internet service.Please contact me with some form of resolution, I am being billed for services I am not receiving. I am requesting a repair and credit for days that lacked service.

  Business Response

  Date: 08/04/2025

  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 ******** Wilkins 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: 08/08/2025

   
  I am rejecting this response because:
  Please send respond and address concerns to the BBB as well.

  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 ******** Wilkins 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

• Initial Complaint

  Date:08/02/2025

  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 is an internet company. I am an elderly, disabled woman who doesn't drive and doesn't know too many people here. My only contact with the outside world often comes thru my phone. Thats how I stay in touch with my children. Its my lifeline. I order all needed supplies on it. Without it, I'm trapped inside these walls with no way to contact family or get food and other necessities. I can call for emergencies, but not anything online, and many times, I cant get thru in just normal calls. Needless to say, I need dependable internet. I'd go stircrazy in here without the deversion of tv, news, online reading, and some games that I play with friends I can no longer see. This company used to be **********. When they sold the Brightsrar, their quality went to h*** Most days, I could watch tv, if I didn't mind a lot of buffering. But the internet coverage was awful on the phone. It cut out constantly. Whatever I was doing would freeze and stay that way. Then it would buffer repeatedly, fhen kick me out. Then Id get 2-3 good minutes, and do it all over again. And again. And again! This went on for hours. I went days without swrvice. But I paid my bill on time every month. I called and complained. They'd scan, futz with it, and "fix" it. 3-4 days later, it would start again. After wweeks of it, I quit calling. I'd chat online. Or reset everything. Sometimes it helped. For a while. Brightspeed never had any new suggestuons. They never once tried switching out their equiptment. It was fine, according to online scans. They said it was in the house. They sent someone out. Ran a scan. Found a PASSWORD that a worker had messed up. Reset it. Left and charged me $109. 3 days later, it wasnt working again. Over 6 months of this! **** was pd on time, every month! I hit a wrong number and they returned a payment one month. Charged me a $40 late fee which doubled my payment. Which I paid every month. For no phone internet! They never did ANYTHING to try to make it better.

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  Re: ***** Bertram 
  Complaint ID: ********
  Notice of Complaint Filed: August 2, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review of the account, we have determined that the internet was working properly at the location. We have extended the courtesy to offer you one month of service refund.
  

  We appreciate ***** Bertram  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: 08/15/2025

   
  I am rejecting this offer because: I believe that Brightspeed could have offered options that would have boosted their internet speeds and improved the output for me. The tv buffered constantly  and I had to reset the roku every single day, multiple times, so I could watch tv.   I couldn't even write up job applications on my tablet or computer because the internet was so crappy that it wouldn't connect. I just wanted to find a job, and connect with my family, who doesn't all live close by. I don't think that's asking too much from an internet company.  As a matter of fact, I feel that that is the minimum that people ask from thier internet now days. I think thats expected of every single internet company out there. And if you did a survey asking folks why they have internet in their homes, they would predominantly answer for tv and to stay in contact with family and friends.  What they're saying by offering me one months worth of payment back and saying the internet was working fine is basically this, "Our internet was working fine. Its really crappy internet,  so it wasn't strong enough to connect with your phone, tablet, or computer. But, you were stupid enough to stick around and keep paying for it, and thats not our problem. So, we'll give you a few bucks back so you'll go away." They're admitting their service *****. It makes me very angry that I continued to trust in a company who wasn't going to do anything to better the situation for me, and yet they continued to make it look like they were attempting to try and help just so they could keep my money coming in. What a disgrace. 
  

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Re:***** Bertram 
  Complaint ID ********
  Notice of Complaint Filed: August 2, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, we found that there were not significant issues with the internet service at your location. There was only one repair ticket filed in the duration of your service. As a courtesy, we extended you a one month refund of service.
  

  Again, we appreciate ***** Bertram  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: just because there werent repair orders in means nothing! That doesnt take into account the hours I waited in line in my phone waiting to talk to someone who did nothing to the same "do nothing, unplug your modem" shpele. Besides, in your own words "The internet was working". So why did I need repairs. You have poor customer service,  you have very poor internet service and as long as the customer keeps sending you money, all is well you could care less. But let that customer complain,  and you act like you've got a company that can do no wrong. Multibillion dollar business that couldn't care less about their customers.  Typical.

  
  

• Initial Complaint

  Date:08/01/2025

  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 once a *********** customer, which became part of ******************. I cancelled my service with Brightspeeda about a year ago. I returned my internet modem as instructed when I contacted the company to discontinue my service. Over the past, approximately 6 months, some claiming to be from Brightspeed has been calling my phone demanding that I give them my information because they have something to discuss with me. As they called the phone nu!her on the account, I'm not sure why they would demand more information to proceed. As an older person, I am aware that I'm subject to an increase in scamming attempts. I have requested repeatedly to contact me through the *************** at the address on the account. They have repeatedly refused. They are now calling me multiple times a day and have begun hanging up when I answer the phone. If it is Bright speed and we have unfinished business, they can simply send me a letter and I will take the appropriate action. If they will not tell me on the phone or send the letter, I just want the harassment stopped. I have my phone records which indicate the number of calls and duration, which now is indicating that THEY hang up when I answer. At no time have I ever been inconsiderate or threatening to anyone on the call or to the company. I just want the harassment stopped .

  Business Response

  Date: 08/14/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******* ******* complaint regarding repeat contact attempts and harrasment by Brightspeed.

  Following a thorough review, we are not able to locate any account nor contact information in our systems.

  We have sent a request for all potential marketing campaigns and calls to stop to Mr. ****** contact and address.

  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** ********
  Customer ************************************ ******************

  Customer Answer

  Date: 08/19/2025

   
  I am rejecting this response because:
  I continue to receive multiple telephone calls daily from the Brightspeed Final Billing Department.  I have informed the callers that this issue was internally addressed and to cease and desist.  The caller takes the note and hangs up. I continue to receive additional calls during every weekday.  This issue has not been fixed. 

  Business Response

  Date: 08/23/2025

  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by ******* *****.
  

  We strive to provide outstanding customer service, and feedback is appreciated to enhance our training. Brightspeed acknowledges the customers concerns and apologizes for any inconvenience experienced.

  I was able to further escalate this and found the account was in a special state that prevented the initial finding of this.

  The Financial team is reporting that there is a balance due of $99.28 that they are trying to collect on the account. If they cannot remove these charges, we are asking for a stop to the call attempts and mailing of that final bill. 

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