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:06/04/2025

  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.

  complaint was taken Verbally. Consumer has no use of his hands and would like the business to call him for assistance. Mr. ***** said that he has 2 active accounts and only one modem. He is being charged for 2 accounts at the same address.

  Business Response

  Date: 06/17/2025

  June 17, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *. Pride
  Complaint ID: ********
  Notice of Complaint Filed: June 4, 2025
  
  Dear ****** *. Pride,
  
  We attempted to contact you regarding your billing dispute concerning two accounts at the same address. Calls to ************ were unsuccessful due to a full mailbox, and ************ was consistently busy. Additionally, no response was received via email at ********************** Given multiple unsuccessful attempts, we presume the issue has been resolved. However, if you require further assistance, please feel free to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** *. Pride
  CC: Better Business Bureau

• Initial Complaint

  Date:06/04/2025

  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 am trying to cancel internet service with Brightspeed and they are not cancelling even though I have new service

  Business Response

  Date: 06/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 11, 2025
  
  
  Re: ****** *****
  23417479
  Notice of Complaint Filed: June 4, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******* disconnection request. The disconnect order was issued and scheduled for 6/10. We bill a month in advance, and the final billing statement will be generated on 6/28.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** *****
  

• Initial Complaint

  Date:06/04/2025

  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.

  Accidental overpayment was made in the amount of $945.53. Request for refund made on May 2. I was told that the amount would be refunded in 7-10 business days. Money not returned. Called back on May 22 and requested refund again. Still havent received it. Cancelled service also in hopes of refund. Still no payment. Every time I have called I have been put on hold at least 3 times to verify my information. Each call ran from *****+ minutes. Can you please help me?

  Business Response

  Date: 06/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/17/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/04/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund. We were able to process the refund. I have not been able to reach the customer to follow up. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/04/2025

  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.

  Since the end of March, my phone and the internet service has been out constantly. Sometimes it is out for weeks at a time. Contractors have cut the phone cables and bright speed has no interest in repairing the cables or restoring service to residents on this road. They do however, continue to bill for services they are not providing. At this time it is not possible to get phone or internet service from another company and I cannot get a cell signal where I live. Having a landline based telephone is essential. I desperately need my phone and internet service restored.

  Business Response

  Date: 06/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/17/25
  
  
  Re: ******* *******
  23417210
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an extended outage due to cable damage/cuts in the area.

  Unfortunately, our field team is still working to resolve this under the Outage ID ********. This outage was initially posted on 4/29 and is still ongoing as of today, 6/17/25.

  We are trying to get an accurate date for its completion and will update as soon as possible. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 06/17/2025

   
  I am rejecting this response because:
  Bright speed is not making any effort whatsoever to replace a cut cable and restore my phone and internet which has been out eight of the last 13 weeks

  Even though they fail to provide service, they still send bills.

  Since brightspeed has become the local provider, the service has been atrocious. It has been constant interruptions in service and I fully feel like I should have compensation for the last several months of the low quality service I have received. It most certainly cannot be legal for and essential utility provider to treat customers in this manner

   

  Business Response

  Date: 06/21/2025

  BBB of **********************************
  **********************
  ******************
  
  
  6/21/25
  
  
  Re: ******* *******
  23417210
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the continued area outage. Our field teams currently expect to have this resolved by this Monday, 6/23/25.

  Upon verification that the services are restored, we will apply credit to the account for the duration of this outage from it's initial posting.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/04/2025

  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.

  My internet at my home went out approximately 5/10/25. We attempted to fix the problem ourselves over the next few days but could not. We called Brightspeed to fix it. They said the next available appointment was 5/28/25. Reluctantly, we accepted it. The technician did not appear on 5/28, Brightspeed reported the ticket was still open and someone would come out the next day. No one came out on 5/29. I called again and was told the soonest appointment was 6/3/25. I reluctantly took the appointment. They reported the technician would be at the house between 12:05 PM and 4:05 PM. No one ever came. At 5 PM, I contacted Brightspeed and they said someone was on their way. At 6:50 PM, I contacted Brightspeed and they reported "not to worry" the technician was coming and I would be seen that day. At 8:51 PM, I again contacted Brightspeed when no one had come and was told that at 5:50 PM the technician reported that it required a higher level of service and he would not be coming. The next available appointment was 6/24/25. I have spent hours on the phone to be told I would get a return call. I have spent hours on chat to be told "not to worry" the technician was coming. Meanwhile, I continue to be billed by Brightspeed.

  Business Response

  Date: 06/13/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 13, 2025
  
  
  Re: ***** ******
  23417093
  Notice of Complaint Filed: June 4, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms.Laniers internet service concerns. Following a comprehensive review of the account, ****************** confirmed that her service was restored on 6/7. A temporary cable was laid, which restored the service. A $25 service outage credit was issued on 5/14, and the remaining $30 credit was issued on 6/12 to equal a one month service credit.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ******

  Customer Answer

  Date: 06/13/2025

   
  I am rejecting this response because:
  
  There is a temporary cable that crosses two property lines and a gravel road to offer me a temporary solution. The neighbors will mow soon and this temporary fix will be gone. If not, the traffic across the gravel road will jeopardize the line. I want to know when they will fix the issue more permanently? They will not answer that question.

  Sincerely,

  ***** ******

  Business Response

  Date: 06/18/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, ** 28105
  
  
  June 18, 2025
  
  
  Re: ***** ******
  23417093
  Notice of Complaint Filed: June 4, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******* internet service concerns. Following a comprehensive review of the account, ****************** confirmed that her service was restored on 6/7. A temporary cable was laid, which restored the service.

  The temporary line was to get the service restored. The drop to her house was bad and needs to be replaced. A new drop request has been submitted to have a new drop buried by the field contractors.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ******

  Customer Answer

  Date: 06/18/2025

   
  I am rejecting this response because:
  I would like an estimated service date within a reasonable amount of time before I officially accept the response.

  Business Response

  Date: 06/23/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 23, 2025
  
  
  Re: ***** ******
  23417093
  Notice of Complaint Filed: June 4, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******* internet service concerns. Following a comprehensive review of the account, ****************** confirmed that her service was restored on 6/7. A temporary cable was laid, which restored the service.
  The temporary line was to get the service restored. The drop to her house was bad and needs to be replaced. The buried service line request was created and has an estimated completion date of 6/29 as of now. The date is just an estimate provided by the contractors. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ******

  Customer Answer

  Date: 06/23/2025

   
  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. I will follow up if repairs are not completed.
  
  Thank you. 
  

• Initial Complaint

  Date:06/03/2025

  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.

  I signed up for internet service with Brightspeed with 1g at $59 per month with first 3 months free, acc #*********. I have NEVER received the 1g advertised. I called several times to fix the issue. more than 6 technicians have come to my home to try and fix issue and replaced my equipment 3 times, to no avail. I have had technical appointments and now no one will come to my home to fix the issue. Brightspeed is coning people saying they are getting 1g speed when it is not the case. The highest speed I have gotten is 327 download and 271 upload speed. I check and run a speed test every week maybe 3-4 times a week at different times to check if I ever get 1g and I have not. In this town there is only 3 options for internet, which is ridiculous, and I have changed and used 2 of them and no other options for internet. I work from home, and this is affecting my job as well.

  Business Response

  Date: 06/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/17/2025
  
  Re: ***** ********
  Complaint ID: ********
  Notice of Complaint Filed: 6-03-2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet. Our technician ran tests from the customer location and speeds tested within range. This appears to be an issue with the customer's computer. I have not been able to reach the customer to follow up. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:06/03/2025

  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.

  I have continually had problems with the land line phone and the internet since the beginning of the year. After someone coming in mid January to replace our modem that died and our phone line that had went out, there were still problems.Since January, our phone line has been operational for about one month, scattered across days and weeks leading up to June. As of this complaint, it is *still* inoperable, with the line out, nobody can call in or out--the phone still either shows "Line in Use" or "No Line" constantly. It was operable for approximately 2 hours the other day, after calling Brightspeed, but then promptly stopped ********** January, a tech came to replace the modem. We were supposed to have it for free due to the amount of trouble that Brightspeed has put us through, but there was a $200 charge on this past bill, claiming we didn't return the old, dead modem. The tech had taken the old modem when it was replaced, so there was no way to return it, considering the tech had taken it, assuming they had returned it.The internet, although functional, remains slow and not at the speed of 6mbps. It had been around around 2mbps the past few months, with it slowing down to 1.5mbps now. This is getting ridiculous, as I can't keep in touch with anyone via the phone anymore, as we have no cell signal out here, and watching anything on ******* or doing anything on the computer is much slower.

  Business Response

  Date: 06/16/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/16/2025
  
  
  Re: **** ****
  Complaint ID: ********
  Notice of Complaint Filed: 6/03/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. Our technician was able to make repairs and restore the phone service. The customer confirmed the issue was resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/15/2025

   
  I am rejecting this response because:
  After finally getting internet and phone service again on June 13, it went out again on June 27th and has been out for the 2 weeks since. It had shown as an outage, but currently does not show as such on the site. The phone service and internet are both out--phone says "no line" on handset. I had called to try to get help, but they told me to call back from home (impossible, as the phone line isn't working and we don't even have cell service).   
  

  Business Response

  Date: 07/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/17/2025
  
  
  Re: **** ****
  Complaint ID: ********
  Notice of Complaint Filed: 6/03/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. The customer has an open repair ticket. I have escalated this to see if we can get an earlier due 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 Advocacy

• Initial Complaint

  Date:06/03/2025

  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.

  I've no internet service options except Brightspeed. Someone cut my internet line. I spent hours on the phone yesterday.Trying to see about scheduling a technician.. After making me do all this stuff to my modem and my house as telling them that this is not the problem. They then told me 15 days before I can get anyone to help me. REALLY? They want their payment in a timely ******.. i why I've no other options is unreal. But, 15 days before my service gets reconnected.

  Business Response

  Date: 06/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/17/25
  
  
  Re: ****** *******
  23412330
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the extended time interval for a repair technician to make contact on site. 

  Unfortunately, due to technician availability and other work orders in the area, we have not been able to secure an earlier due date. 

  We will continue to follow the repair for it's due date on 6/19 and will follow up to ensure that appropriate credit is applied. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  
  

  
  

• Initial Complaint

  Date:06/03/2025

  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.

  I have not had phone service for the past 3 months and have contacted Brightspeed multiple times. For some reason my service address is different from my billing address in their computer and they can not fix it. I service agents that I speak to have NO idea what it going on and always state it will be fixed in 2-3 business days and after 3 months I STILL DO NOT have my land line fixed or my internet BUT I continue getting billed for services I do not have. I do not have time spend 1-2 hours trying to get this situation taken care. Very poor customer service.

  Business Response

  Date: 06/16/2025

  BBB of ***************** and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  June 16, 2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: June 3, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed has reviewed the Better Business Bureau (BBB) complaint regarding the customer's phone and internet outage, which has been ongoing since March 2025. The customer requires an address update to ****************************************; however, due to a system issue, our platform is currently unable to process this change. The review of this matter remains ongoing, and I will continue to follow up with the customer until a resolution is achieved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ***** *******

  CC: Better Business Bureau

  Customer Answer

  Date: 06/20/2025

   
  I am rejecting this response because:
  Nothing has been resolved yet?   I received a text today stating there is a  technician coming out to the service address on 7-29-25?????  Wrong address still and I was the service address was corrected and that told a technician would be out on 6-23-25.    NOTHING has been resolved!

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  Re: Better Business Bureau (BBB)
  ***** *******
  Complaint ID / Rejection: ********
  Notice of Complaint Filed: June 3, 2025
  
  Dear ***** *******,
  
  Thank you for your feedback. We understand your frustration and sincerely appreciate your patience throughout this process. Following the correction of your service address to ****************************************, we expedited your repair ticket WOT2302293. A technician identified and repaired a faulty cable pair, and service functionality was confirmed via a phone call with your daughter. Service outage credits for March through June 2025 have been applied and will reflect on your July billing statement. Additionally, the findings of our investigation have been submitted to the Better Business Bureau within the designated response timeframe.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** *******
  CC: Better Business Bureau

• Initial Complaint

  Date:06/02/2025

  Type:Order 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 had numerous conversations and phone calls with Brightspeed customer service. Every single attempt was either unsuccessful with the help, sent along my way with a useless link, or completely disconnected from the line and never called back with the callback number they asked for.I have been trying to get my 73 yr old mothers internet working for her with a new modem for nearly two weeks. Her internet was not working for nearly two weeks prior to me speaking with someone on May 22, 2025.I went through at least 5 conversations with customer service only to find out they never placed the order for a new ********** forward to today, we get the modem. Its not properly working with the setup provided. I contacted customer service three different times only to be disconnected and sent links. All of this trouble and inconvenience and all she gets is a credit for part of a bill?? Brightspeed has the absolute WORST customer service and she will be using a different company moving forward.

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  Re: Better Business Bureau (BBB)
  ******* ****
  Complaint ID: ********
  Notice of Complaint Filed: June 2, 2025
  
  Dear ******* ****,
  
  Thank you for reaching out regarding your mother's internet connection and the difficulties encountered while configuring her new modem. Despite multiple attempts to assist via our contact center, the issue remained unresolved. We have made several attempts to contact you via phone, leaving messages at ************, as well as sending emails to ********************* but we have not received a response. Upon verification, we have confirmed that the internet connection is now functioning. Based on this assessment, we assume the issue has been resolved. However, if you require further assistance, please do not hesitate to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ******* ****
  CC: Better Business Bureau