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:08/02/2025

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

• 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.

  Our internet service has been inoperable for at least 5 days. Before the internet service failed, crews were working on the lines for two days, after which the internet service stopped. I called tech service, and they did the usual troubleshooting with no solution. My problem is that they scheduled a technician for September 26, 2025, and I called about the issue on July 30. How can this be good service? This is almost 2 months of waiting for a technician to check our internet service at home. Just a month or two ago, their router went bad, and they replaced it and charged us for the router. These are ongoing issues, not a first-time problem. Fix our internet.

  Business Response

  Date: 08/13/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/13/2025
  
  
  Re: JesusCastello
  Complaint ID: ********
  Notice of Complaint Filed: 8/01/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. The customer has since *************************** service. I dont show a charge for the modem outside of the lease fee. I do show there was an isolation charge In April 2025 because the tech had to replace the modem. There is no charge for our field tech repairs when the issue is outside the house. If the trouble is inside there is a charge. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• 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 have been without internet since June 22nd. Brightspeed has told me they were coming out on the 17th of July. No one showed up. They rescheduled for July 30th. No one showed up now. They are telling me it'll be on the 8th of August but my neighbor behind me lost internet on July 27th and they came out and run him a temporary line on July 29th and today August 1st. They are putting a permanent line in. He is a new customer and I've been doing business with them for over 20 years but for some reason I'm being treated differently. This situation is not right and that's the only reason I'm making a complaint. I've talked to them a dozen times and nothing's getting done.

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 15, 2025
  Re: ***** ********
  23688042 (complaint id) 
  Notice of Complaint Filed: August 01, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********** internet being down. The repair  internet services being down. The services have been restored as of 08/12/2025 and an adjustment for the monthly service fees have 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: 08/16/2025

   
  I am rejecting this response because:
  They fixed the internet on the 12th and is back out on the 14th and they want to charge me $149 for them to come out and fix it and it only lasted 2 days. I should not have to pay them any money. I have not had internet for over a month and they sent me a bill for $200 and the internet lasted 2 days. This is unacceptable. I have had four appointments for someone to come out and fix the internet and only one person showed up and that was the last appointment on the 12th. They issued a formal complaint and give me a complaint number and a phone number of a guy named ******* to call back. I've called him, left him a message and still not heard back from him and that's been over a week. The complaint number is CSM 026 *****.

  Business Response

  Date: 08/21/2025

  August 21, 2025
  
  Re:      Better Business Bureau (BBB)
              ***** ********
  Complaint ID: ********/Rebuttal
  Notice of Complaint Filed: August 1, 2025
  
  Dear ***** ********
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ***** ******** regarding dispatch/rebuttal.
  Upon review, 2 dispatches completed: Repair ticket WOT2395339 opened 6/24/2025 and completed 8/8 tech remarks: Good to ***, network interface device. Repair ticket WOT2653597 opened 08/08/2025 and completed 08/12/2025 tech remarks: Inside wire shorted.(trouble beyond the *** belongs to customer, therefore charged)
  After further review, repair ticket WOT2704042 shows currently in an outage -NCCS06726953 due 8/29. Credit applied to account - ************ 08/15/2025 and you will be able to view that by 2 billing cycles.

  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. I hope you accept my apology on behalf of the company due to the experience and inconvenience. We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.

  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ***** ********
  CC: Better Business Bureau
  

  
  

• Initial Complaint

  Date:08/01/2025

  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.

  I had Brightspeed Broadband internet service with their rental of equipment. The internet they provided me with was very slow (3 Mbps) and very unreliable. Being down and unusable for sometimes days. Called and was unable to get billing credits for the days it didn't work. Living in a rural area they where unwilling to upgrade the service after several calls into them. Canceled my service with them on 05/02/2023. When I called in to cancel service due to no internet for well over a week they said the final billing would be credited but I might received a paper bill because the system automatic sends them out, along with giving me instructions to returning their equipment. I returned the equipment (seen the received it back by the tracking #).The next month I did received a bill which was a higher charged package then I had been paying for plus late fees. I disregarded it as they said was to be credited and I was unable to log into my account, they shut it down. Hadn't heard anything from the them until receiving a collections letter in July 2025. I called the collection agency (on 8/01/2025) which just wanted me to give them my bank account or credit card information or they would mark it as unwilling to pay debit and report it on my credit report. Told him I would call Brightspeed myself to dispute the bill and get back with them. After attempts to call Brightspeed, I was disconnected.

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  Re: ***** A Jubinville 
  Complaint ID: ********
  Notice of Complaint Filed: August 1, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have sent your case to the collections department for further review. I will keep you updated.
  

  We appreciate ***** A Jubinville  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: ***** A **********
  

  
  

  Customer Answer

  Date: 08/16/2025

   
  I am rejecting this response because: It should not have been sent to a collection agency.   They do not try to resolve the issue, they just collect said money you are suppose to owe, assuming your in the wrong. And this can affect your credit rating.  ***************** doesn't care they that you are to pay for a service that was not delivered (thus no internet service provided), and you where informed the last bill was to be credited to your account due to the lack of internet service provided by provider.
  
  

  Business Response

  Date: 08/22/2025

  August 22, 2025
  
  
  Re:***** A Jubinville 
  Complaint ID ********
  Notice of Complaint Filed: August 1, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I do apologize for the action but Collections reported back that credit was issued on Monday 8/18 and should be arriving via postal mail. Please allow time for processing.
  

  Again, we appreciate ***** A Jubinville  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: ***** A **********

• Initial Complaint

  Date:08/01/2025

  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 March 13, 2025, I canceled my internet/phone service with Brightspeed (formerly Century Link). Account number *********. At that time I had a credit of $1270.37. I have chatted and talked with numerous people from Brightspeed over the last several months and they keep telling me that they will send me a check for the overage but as of todays date, I still have not received my credit overage reimbursement. I have talked with Team Leaders (supervisors) hoping that a person in a higher eschelon in the company may help but they tell me the same thing and nothing happens. I was given the number below as a case number.

  Business Response

  Date: 08/15/2025

  August 15, 2025
  
  
  Re: ******* Mullen 
  Complaint ID: ********
  Notice of Complaint Filed: August 1, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have sent your request to have your refund released to the appropriate department. Please allow time for processing.
  

  We appreciate ******* Mullen  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:08/01/2025

  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 am writing to formally submit a complaint against BrightSpeed regarding an unresolved, ongoing failure to install essential phone and internet services at my residence. These issues have persisted for several months, despite repeated assurances from the company, and now require immediate escalation and intervention.Since initiating service in May 2025, *** experienced six failed installation attempts, broken promises, and no follow-through from customer service. Despite repeated efforts to resolve this, my household still lacks basic telecommunications, which we depend on for safety and medical needs.Timeline of Cancelled Appointments:6/24 ? rescheduled to 6/2 6/2 ? rescheduled to 6/10 6/10 ? rescheduled to 6/11 6/11 ? Cancelled when technician arrived over 3 hours early and left 8/12 ? Cancelled via text on 7/14 (no explanation)8/29 ? Cancelled via text on 7/23 Latest: 8/29 was reinstated after a complaint. A call was promised within 48 hours to move it sooner. As of Aug. 1, no one has called despite multiple follow-ups.Key Concerns:Broken Infrastructure: Open tickets cite line issues, but no work has been done. The line is still broken and lying on the ground.Billing Errors: We were billed $58.25 in June and again in July, despite no service.Communication Failures: Numerous promised callbacks never occurred. Were repeatedly told someone will follow up, but no one does.Account Confusion: Records still list a previous owner (***** ********), which appears to interfere with our ********************* Risk: We live in a rural area with no alternative provider. Reliable service is essential due to family medical needs.Weve spent significant time trying to resolve this directly with BrightSpeed, including one call lasting over 90 minutes. A representative even told us, We got you, yet nothing has changedjust more broken promises and no service.

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 15, 2025
  Re: **** ******
  23687197 (complaint id) 
  Notice of Complaint Filed: August 01, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the installation delays for **** ******. Currently all fees and charges have been reversed on the account as services have not been established and the install on a hold pending address review for service availability. .Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?**** ******

  Customer Answer

  Date: 09/04/2025

   
  I am rejecting this response because:
  

  I was waiting to provide an update until we saw how the scheduled appointment went on August 29th, 2025. I have attached the texts that I received leading up to the August 29th appointment. This is not my primary residence, so in order for somebody to be at the residence during the hours specified by Brightspeed, either my wife or I must take off work. This is the third time during this debacle that we have missed work to be at the residence and Brightspeed has not shown up. As you can see in the attachment, we have gone to great lengths to assure Brightspeed can't use the excuse that they could not find the residence (as they tried to say once before). Additionally, we watched every single vehicle that drove on ****** Valley Rd between 7 AM and 5:30 PM. Each time saying "vehicle coming" and as they drove past, we would yell "not Brightspeed". We made several phone calls, Friday and Saturday, to Brightspeed. During one call, they stated the cancellation was because we did not qualify for "copper". But again, during one of these calls, the representative assured us that we were eligible. I recently saw a Brightspeed tech in the area of my residence and stopped to speak with him. I asked him about the internet at my residence. He stated that we may get "copper" but it could be slower than if we lived in a rural area. He then stated that the fiber lines do run on the road in front of my residence, but they "aren't turned on yet". We are to the point where we do not care what internet service we get, but we need something hooked up. Slow copper, fiber, whatever. We have lost a lot of time and money because of this. Please provide me with a firm plan to get the internet at my residence!

  
  

  Business Response

  Date: 09/08/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 08 2025
  Re: **** ******
  ID # ******** - **** ******
  Notice of Complaint Filed: August 01, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the inability to establish new services for **** ******.There have been multiple attempts and the latest attempted install was noted from the technician as the equipment to connect to is not up for fiber yet and the old copper equipment is 9 miles away. The services and address are unavailable for copper or fiber services at this time.  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** ******

  Customer Answer

  Date: 09/10/2025

  Thank you for your response. While I appreciate the acknowledgment, the explanation does not address the ongoing issues I have experienced with Brightspeed.
  
  Over the past three plus months, Brightspeed has scheduled and then cancelled 13 installation appointments, each time confirming a technician was coming and each time failing to follow through. These repeated cancellations have caused lost work time and financial impact.
  
  A Brightspeed technician who installed my landline informed me that fiber lines are already installed along my road but not yet activated, directly contradicting the claim that my address is simply unavailable. I have also spoken with residents approximately one mile away on ********************** who currently have Brightspeed internet service. In addition, the previous owner of my home had ***********, and traditional coaxial cable is present at the property. These facts make the claim of unserviceability inconsistent and unacceptable.
  
  To move forward, I request:
  1. A definitive technical explanation of my serviceability status, including why installation appointments were scheduled if my location is unserviceable.
  2. A clear timeline for when service will be activated if fiber is present but not live.
  3. Compensation for repeated missed appointments, lost time, and inconvenience which I would consider as cooperation toward activating the fiber service at my location.
  
  If Brightspeed cannot provide service now, I ask that you:
  1. Confirm in writing when service will be available at this location.
  2. Explain why appointments were scheduled and cancelled despite unserviceability.
  3. Provide an escalation path to engineering or infrastructure to verify the fiber activation timeline.
  
  After three plus months and 13 failed appointments, I expect more than an apology. I expect accountability, transparency, and a resolution. Please respond within five (5) business days.
  
  Sincerely,
  **** ******

  Business Response

  Date: 09/13/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 13, 2025
  Re: **** ******
  ID # ******** - **** ******
  Notice of Complaint Filed: August 01, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the inability to establish new services for **** ******. I have requested a date and timeline for the Fiber turn up in the area as the fiber is in the ground but the servers and equipment are also not fully installed and implemented yet. The Fiber is Unlit and unusable to establish service. There have been multiple attempts and the latest attempted install was noted from the technician as the equipment to connect to is not up for fiber yet and the old copper equipment is 9 miles away. The services and address are unavailable for copper or fiber services at this time.  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** ******

• Initial Complaint

  Date:08/01/2025

  Type:Order 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.

  Our landline has been on and off for the past year, due to the companys faulty equipment located about a mile from our house which the company fails to repair .So we are constantly having issues and without a landline. We are elderly 80s ..we both have MAJOR HEALTH ISSUES!!live on limited income..we are out in the country ..no close neighbors and need our landline. Our bill is usually $60.01 last month June was out so much ..our bill shows Credit of $22.51. This month for July phone has been out a total of 18 daysall we want is to pay for days our phone was in service. We usually get a paper bill..but yesterday after service man came I received this ..bill for $37.77 for month of July.. I have tried to call but am getting no response from the company . We want to pay our bill but feel they are taking advantage of us. They are a very DIFFICULT Company to deal with. Feel they are harassing us because we are elderly.please help us please help us with this situationwe want to be compensated for lack of service and mental stress they are causing us each month!! This is going on every month.. we also want necessary repairs made ..stop..just using duct tape to repair.FIX IT!!!!Thank You!

  Business Response

  Date: 08/15/2025

  Dear Kisis *****:

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

  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 issue is resolved, currently, after an outage has been cleared in the area. 

  I am keeping our Brightspeed case open due to the repeat issues with this line and failures to get a full resolution. 

  I will also be applying a month's credit to the account. 

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

  Customer Answer

  Date: 08/15/2025

   
  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:08/01/2025

  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.

  Brightspeed can not fix my telephone service and this is starting 3 months of no service. Something needs to be done to provide our telephone service in the area. Im not the only one without telephone service. I do not have any service with Brightspeed except for landline phone they do not offer internet. Without my phone service my security system does not work either because it relies on phone service so I cant even feel safe at home due to no phone service or my security system

  Business Response

  Date: 08/04/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******* **** Service repair.  Following a thorough review of the account, ****************** confirmed that a duplicate FCC complaint has been filed by ******* Mabe 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:08/01/2025

  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'm inquiring about my Sister and Brother in laws home telephone..Lightning hit the box against the house the first of June..Wires are hanging out..My Brother in law is disabled..He has had a stroke, heart surgery, a double amputee, and just got out of the Hospital this past week for diagnosis of colon cancer..He is very sick..Brightspeed informed my sister that her phone would be repaired in Sept.I have constantly called to require an emergency to have it repaired sooner..Today is Aug 01st..I just got off the phone with Brightspeed and they said it would be August 15th before a tech could come out..My sister has no way to contact 911 if she needs an ambulance for her husband or has a house fire..The ***** From the hospital have not been able to contact her to sch surgery for her husband..She has no cell service where she lives..Please help get her home phone repaired as soon as possible..This has been a nightmare for her, dealing with all the stress..Its now been over 2 months going into 3 months without her home phone..I am her sister, my telephone number is ************.. I also submitted a complaint application on line with the *************************** on July 28th and have not heard from them.

  Business Response

  Date: 08/04/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******* ******** complaint about service repair for **** *****). Following a thorough review of the account, ****************** confirmed that a duplicate ***** complaint has been filed by ******* Williams 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