Internet Providers
BrightspeedThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2,785 total complaints in the last 3 years.
- 1,305 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/14/2025
Type:Service or Repair IssuesStatus: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 parents are disabled and rely on their landline for just about everything. Brightspeed has left them without their phone for over 2 months. Multiple calls to customer service have yielded no help, what Brightspeed is doing is criminal. Pls help.Respectfully, *** ******(son)************ For ***** ******Business Response
Date: 07/26/2025
BBB of ***************** and Western N.C.
**********************
******************
7/26/25
Re: ***** ******
23598825
Dear Kisis *****:
Brightspeed appreciates the opportunity to review the BBB complaint regarding phone issues and a delay in getting field repair for the issue.The original ticket was dated to 8/4/25. I was able to escalated this and the ticket was worked on 7/21/25.
Unfortunately, I have not been able to reach the Hickeys directly to verify.
The two calls to the numbers provided on 7/18 went to voicemail, as did my attempt today 7/26.
Brightspeed apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyInitial Complaint
Date:07/14/2025
Type:Customer Service IssuesStatus: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.
This is about customer service with ****************** internet. My internet has been out for almost 3 weeks now. A repair ticket was placed and a technician was supposed to be here July 10, 2025. But no one showed. I called several times to find out the reason and to get a tech out to fix my problem. They pushed the repair out until August 14. This would be 6 weeks without internet. I have been told they were expediting the ticket and I would receive a call or text which I never got. I have been hung up on, put on hold, passed around to another person at least 5 times in one call then I get hung up on again while sitting on hold. These call centers for this company are out of the country. If they have a business in the US customer service should be with people who can speak American english. Not the broken english from another country. This internet provider not only has terrible customer service but terrible internet in general.Business Response
Date: 07/28/2025
BBB of ***************** and Western N.C.
**********************
******************
7/28/2025
Re: ****** *******
Complaint ID: ********
Notice of Complaint Filed: 7/14/2025
Dear Kisis *****,
Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. We have escalated to see if we can get an earlier date. I will follow up with the customer once I have further information.
Brightspeed apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyInitial Complaint
Date:07/14/2025
Type:Service or Repair IssuesStatus: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 complaint is that you cannot get in touch with anyone in the office of the business when you are trying to call. The ************* has been out in the ********* Area for about 2 weeks with no one calling and giving updates when the problem is going to be fixed. You have the elderly that you cannot get in contact with that depends on the phone service. With the phone service being out we still got a bill that is due.Business Response
Date: 07/28/2025
BBB of ***************** and Western N.C.
**********************
******************
7/28/2025
Re: ***** *****
Complaint ID: ********
Notice of Complaint Filed: 7/14
Dear Kisis *****,
Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer has an open repair ticket that is due to be completed 7/29/2025. We will follow up with the customer after the repair completes.
Brightspeed apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyInitial Complaint
Date:07/14/2025
Type:Service or Repair IssuesStatus: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.
NO phone service Since July8. 2025. We told phone would not be fixed until September *******.We are both 83 years old and in poor health and need our phone for ** and emergencies. We have a cell phone, but we live in the mountains and do not have good serviceBusiness Response
Date: 07/28/2025
BBB of ***************** and Western N.C.
**********************
******************
7/28/2025
Re:******* ******
Complaint ***********
Notice of Complaint Filed: 7/14/2025
Dear Kisis *****,
Brightspeed appreciates the opportunity to review the BBB complaint regarding the phone service and the repair due date. We were able to secure an earlier due date. The ticket is due to be completed 7/30/2025. The customer was advised.
****************** apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyInitial Complaint
Date:07/14/2025
Type:Product IssuesStatus: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 are being stalked by Brightspeed sales *********** are coming to our house at 8pm at night on a Saturday night and refusing our requests to leave a card at the door and let us think about it. We had to shut to door in this person's face to get him to leave. This is unacceptable and aggressive sales tactics that could get a person hurt this late at night. I told one, a week ago, that I would think about it and he is texting me everyday now. This is in addition to the late night visit. Way overboard aggressive sales tactics that are unethical and should be illegal.Business Response
Date: 07/18/2025
BBB of ***************** and Western N.C.
**********************
******************
7/18/25
Re: ****** ******
23596956
Dear Kisis *****:
Brightspeed appreciates the opportunity to review the BBB complaint regarding the overly aggressive sales tactics and contacts by door to door representatives.We do apologize for that behavior and unwelcome approach.
I have escalated this to the manager of door to door to have your address removed from any continued contacts and review the representatives that made contact.
Brightspeed apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyInitial Complaint
Date:07/14/2025
Type:Service or Repair IssuesStatus: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 4 BUSINESS telephone lines have been out for 3 weeks.BrightSpeed continues to say they have no techs available.Billing was able to get one line up and promised to get remaining 3 lines running.However, nothing has *********** took a tech over a week to come out and then came out at 7:30pm, after our business was closed.Supposedly, he came out again but again after we were closed.Received email that our issue was fixed. IT IS NOT!No one at BrightSpeed seems to know what they are doing.Terrible customer ********** issue remains unresolved.Business Response
Date: 07/28/2025
July 28, 2025
Re: Better Business Bureau (BBB)
***** ******
Complaint ID: ********
Notice of Complaint Filed: July 14, 2025
Dear ***** ******,
Thank you for reaching out to the Better Business Bureau regarding the three-week phone service disruption.
After review, the customer chose to switch to another provider for phone service. However, they experienced intermittent internet issues, which were addressed by rebuilding the connection. The drops in service were due to overloading the 30 Mbps connection with more than 12 devices. The customer plans to contact ******************* to move the internet service to a different phone line and explore options for increased internet speed and a new modem.
We appreciate your time and the opportunity to resolve this matter. Please note that our findings have been formally submitted to the BBB repository within the required response period.
Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
Sincerely,
**** *.
Brightspeed Customer Advocate
CC: ***** ******
CC: Better Business BureauInitial Complaint
Date:07/14/2025
Type:Product IssuesStatus: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.
*********** changed to Brightspeed and I have problems ever since. Every time I called or tried to access online, it was another issue. I finally just went ahead and cancelled the service, sent back the modem, etc. and never heard back! They have had incorrect info that I have been told has been changed/updated many time but apparently was not (i.e. service address state). I have called repeatedly since the cancellation for status and refund to no avail! Every time I call (as recent as today and they tell me my refund for the wrong amount will take ***** days- that is what they always say and I NEVER receive confirmation, email or ANY refund whatsoever), I elevate it to a manager and they make me promises for an email and refund and still no refund! They owe me a minimum $450 (see payments made in the attached screen shot from my bank). Please help me get my money back from them! Thank you!Business Response
Date: 07/26/2025
BBB of ***************** and Western N.C.
**********************
******************
<Date>
Re: ********* ******
23595945
Dear Kisis *****:
Brightspeed appreciates the opportunity to review the BBB complaint regarding a refund on the account that was promised.Our ****************** team has reopened the case for the refund under ticket number 503976966 to resolve.
We are still waiting on the confirmation of this refund being issued.
Please do not close this case until that has been confirmed.
Brightspeed apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyInitial Complaint
Date:07/14/2025
Type:Service or Repair IssuesStatus: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 landline service does not work properly and the business is not doing anything to resolve my issues. We do not have good signal in the area that I live. If there is a bad storm, or an emergency, I will not be able to make contact with anyone due to the issue with my service.Business Response
Date: 07/28/2025
July 28, 2025
Re: Better Business Bureau (BBB)
**** ******
Complaint ID: ********
Notice of Complaint Filed: July 14, 2025
Dear **** ******,Thank you for contacting the Better Business Bureau regarding your intermittent phone service. Following our phone conversation, we confirmed that your 4G service has been operating reliably since its installation on June 10, 2025. Should you experience any issues in the future,please feel free to reach out to me. Im happy to assist. We appreciate your time and the opportunity to address your concerns. Please note that our findings have been formally submitted to the BBB repository within the required response timeframe.
Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
Sincerely,
**** *.
Brightspeed Customer Advocate
CC: **** ******
CC: Better Business BureauInitial Complaint
Date:07/13/2025
Type:Billing IssuesStatus: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 has mishandled our payments from 05/03/2025 through 07/09/2025.The attached documents will show the following:1. A check written to Brightspeed on 05/03/2025 for $1039.93. They cashed it on 05/13/2025 for $690.93.2. 2 x ACH payments for $310.10 each on 06/23/2025 and 07/09/2025 (Total $620.20). Brightspeed says they never received them, however, both payments cleared our bank.3. Brightspeed has disconnected our internet service 07/09/2025 - 07/14/2025 (6 days), saying they need payment. We called them with a credit card on 07/11/2025 to cover the charges. They have not charged the card, and they have not reinstated our internet service.4. We are a business that is now unable to run our shipping software to process orders **** Worldship, SHIPPO, etc.). We've had numerous customer complaints asking where their orders are.Business Response
Date: 07/25/2025
BBB of ***************** and Western N.C.
**********************
******************
July 25, 2025
Re: ***** *****
Complaint ID: ********
Notice of Complaint Filed: July 13, 2025
Dear Kisis *****:Brightspeed has reviewed the Better Business Bureau (BBB)complaint concerning the customer's internet service and billing dispute.
Multiple outreach attempts have been made via phone and email; however, we have been unable to establish contact with the customer at this time. We remain committed to resolving the matter and will continue efforts to engage with the customer.
We sincerely apologize for any inconvenience experienced and appreciate the customers patience as we work toward a lasting solution.
Sincerely,
**** *****
Brightspeed Customer Advocacy
CC: ***** *****
CC: Better Business BureauInitial Complaint
Date:07/13/2025
Type:Service or Repair IssuesStatus: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 late April or early May, a Brightspeed contractor began installed some fiber lines in my front yard using a boring machine. This machine operated off & on in my yard for 3 days and leaked oil or hydraulic fluid on my lawn. The crew also dug an approximately 2 ft. X 3 ft. hole in my yard presumably to install a box, but refilled the hole and placed the box in my neighbor's yard. During the week of May 5-9, a crew came through the neighborhood and rehabbed my neighbor's yard but not mine. I was left with several open holes, rocks in my lawn and an oil stained area about 3 square feet in size. During the month of May there was an email exchange, often daily, between myself and "******" at ************************************************** He asked, and I provided, pictures of the damage. He offered a frequent apology, but no action resulted from any of these emails. He referred me the ************************* at ************. I called the number on 5/20/25 [@2123] and eventually was able to talk with "Cloe". She seemed helpful, gave me "Case #****BR5PD10003", collected my contact information, and told me I should be contacted "within a week or two". On June 2, 2025, I got a follow-up email from ****** stating, "We want to ensure that everything has been resolved properly before we proceed with closing this case", to which I replied, NOTHING has been done! On 6/11/25, I got a phone call from ******* ********, a claims adjustor with ********. I provided her with the history of my complaint. She asked for copies of the emails from ****** along with the pictures I sent him and she gave me claim #4A2506BLK98-0001. She followed with a brief email and I sent her everything I had. I never heard from her again. On 6/17, I heard from ****** with more apologies. On 6/19, "Arggie" a supervisor, got involved. I provided her with the history of the case and she provided my apologies. Between 6/19 and 7/11, there has been no less than 10 more emails with Arggie and still nothing!Business Response
Date: 07/26/2025
July 26, 2025
Re: ***** Such
Complaint ID: ********
Notice of Complaint Filed: July 13, 2025
Dear Kisis *****:We appreciated the opportunity to review the details of damage claim issues. I have contacted ******** on your behalf and am awaiting information on your claim. Once I receive the updated information I will contact you and update you.
We appreciate ***** Such 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: ***** Such
Brightspeed is NOT a BBB Accredited Business.
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