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:08/01/2025

  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

• 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.

  On July 8 or ninth 2025 I called Bright speed to disconnect my services. It is a month-to-month plan with no contract. The employee wasvery upset that I would not transfer my service to my new residence because of the lack of megabytes it would not give me good Internet so I said my last day of service would be July 30, 2025 and now August 1 I am getting billed another time After getting an email saying that I would be disconnected. They are now charging and will not reverse the charges I do not even live this residence anymore, where the service was provided to is absolutely insane that a business would be charging when their equipment service is not even installed Anymore. That is fraudulent and stealing.

  Business Response

  Date: 08/15/2025

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

  We appreciated the opportunity to review the details of billing issues.  Per review of the account, it shows that there was a refund processed on 8/1 with confirmation number  R-00040567.
  

  We appreciate Elshaquan House  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: Elshaquan House
  

  
  

• 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.

  We keep dropping service, static on a few lines, lines not working since mid April 2025. They have been out a few times without a full repair each time. I called last week about the 2 static lines and they were supposed to come out July 31st. August 1st we received an email stating they rescheduled the fix on August 5th. I called this morning to add all of our lines are not working at all the 2 lines are still full of static. We are a business that depends on these phone lines and they still cannot fix until Tuesday. This is not our first issue with the phones. We have had issues with Brightspeed since we have had them (there is no other choice of a phone company). We would just like them fixed!

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 15, 2025
  Re: ****** *******
  23686042 (complaint id) 
  Notice of Complaint Filed: August 01, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the voice services for ******************************** contact ****** *******. The voice ticket has been delayed due to available resources and workload in the area. An adjustment for their monthly services have been placed 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: 08/18/2025

   
  I am rejecting this response because:
  There have been no efforts to resolve this issue. I understand a few days of rescheduling but this is ridiculous.

  Business Response

  Date: 08/22/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 22, 2025
  Re: ******************************** (*******) *******
  23686042 (complaint id) 
  Notice of Complaint Filed: August 01, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the rescheduling of dispatches and the multiple repairs placed for ********************************. The service repairs originally scheduled to be repaired on 08/14/2025 have been delayed till 09/03/2025 due to workload and technician availability. This request was re escalated today 08/22/2025 but the earliest repair date is 09/03/2025 at this time. Brightspeed apologizes for any issues due to the experience and inconvenience. 
   
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ******************************** (*******) *******

  Customer Answer

  Date: 08/26/2025

   
  I am rejecting this response because:

  I don't believe they will actually stick to this date since they have been changing the date daily.If this truly gets fixed that is fine.  I have to faith.

  
  

• 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.

  Internet has been unstable in my area for almost a month. Mine is now out. I explained I am a teacher and no one is available starting Monday to be at my house. Bright speed is not willing to repair my service beforehand.

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 15, 2025
  Re: ******* *********
  23685989 (complaint id) 
  Notice of Complaint Filed: August 01, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. *********** internet services being down. The services have been restored 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:?******* *********

• Initial Complaint

  Date:07/31/2025

  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.

  7-3.25 I Requested Brightspeed to release my home phone number to ************************ ******** said Brightspeed would have to give a Transfer pin number to be able to activate the number to Mediacom. currently my home phone for 30 years is not working due to Brightspeed not releasing. I contacted 14 to 15 calls and was gave different pin codes that did not work. last call *** said she was looking into why it hasn't been released to ******** and never returned after putting me on hold. need number released to Mediacom **********. i also want to be refunded any money it billed for phone since the request for porting was requested

  Business Response

  Date: 08/04/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******* ********* and porting his number to Mediacomm. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed by ******* ********* 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:07/31/2025

  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.

  They had two separate account numbers under my name trying to charge me over $600 for an account. Thats not mine has complete dates that Inever even lived here. The supervisor did nothing but argue with me and told me too bad. I had to pay it and wouldnt reopen the that was actually mine because I didnt have the full account number, but she already admitted she could see the two separate accounts. She was forcing me to pay for an account that wasnt mine anddisconnected my services because of it. I was also lied to when I moved in to be charged a $60 deposit. And my card was charged $200.. I even asked them if I had a past due balance and they told me no they completely lied to me to start my services. Enforcea bill upon me. Thats not even mine.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  Re: ******** Duncan 
  Complaint ID: ********
  Notice of Complaint Filed: July 31, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  We are still working on your case. Please allow us more time to research it and we will keep you posted.
  

  We appreciate ******** Duncan  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:07/31/2025

  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.

  This company has charged full price for a monthly bundle and not fulfilled their end of the service contract. Have been without permanent phone service since November of last year and consistent service since January 2024. The internet portion of the bundle works when it wants but still not as consistent as it should. Multiple requests for a technician have gone through the system and consistently rescheduled . Now they are still trying to charge full balance to the price of $700 for a balance after saying otherwise minutes earlier. I have multiple pages of documentation and confirmation numbers stating otherwise. They are in the business of charging for services they know dont work and continue to profit. This is unfair as they are notified and continue to find ways around upholding decent standards and practices for the customer.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  Re: ****** Walton 
  Complaint ID: ********
  Notice of Complaint Filed: July 31, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing and repair issues.  A tech came out on 8/11/2025 and corrected your service issues. A credit will reflect on your next billing statement for the out of service period and late fee removed.
  

  We appreciate ****** Walton  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: 08/14/2025

   
  I am rejecting this response because:
  We as the consumer should not have to pay for a phone service we have not had. All the while in this time frame the bill was paid in full until April when a decision was granted by voucher allowing us to pay just internet until August. They caused people to miss work for a technician to come to the residence and they didnt have to come to the residence to resolve the issue. Now they are making claims nothing was paid since February which is untrue. Otherwise the available service which was the internet would have been disconnected. They are charging in error and are completely wrong. 

  Business Response

  Date: 08/19/2025

  August 19, 2025
  
  
  Re:****** Walton 
  Complaint ID ********
  Notice of Complaint Filed: July 31, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, a credit for out of service will be reflected on your next billing statement posting on August 26,2025.
  

  Again, we appreciate ****** Walton  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:07/31/2025

  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 had two internet service lines with Bright speed, and both monthly payments in the month of January of 2025. Bright speed stated they had no record of one of my payments, despite the money leaving my checking account in a transaction to them. They refuse to correct my bill. I was assigned a person to investigate from their complaint department who acknowledged I was due to have my bill corrected, and he has stopped responding to my outreach. Brigthspeed's final account department has called me three times in the past four days, asking me to pay the final bill that is incorrect. Each time they call, they say they cannot see any notes related to my above issue and provide no recourse to recorrect it. My case number related to this with Brightspeed is CSM0231323. The man I was working with was named "******* ****".

  Business Response

  Date: 08/14/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/14/2025
  
  
  Re: ***** *********
  Complaint ***********
  Notice of Complaint Filed: 7/31/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. I have escalated this again to our financial team to review. I will follow up with the customer once I hear back. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  
  

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 28th 2025 I received an charge of $144.99 w/o notification. This is for a DSL line that runs $55.00 a month in a rural *************. After some very frustrating calls to support I was eventually told that they would escalate to their "supervisor" and get back to me in 10 business days. No ticket, no email, no confirmation number, nothing. This is beyond unacceptable. All I want is the 60mbps DSL line for $55/month I have been paying for for years which is already overpriced for such a slow connection. Their billing now has me setup as ****** a month which I will not pay. Their fiber plans (not available in the area) are far cheaper.If they can't set my bill back to $55 then I want a full refund and service cancelation.

  Business Response

  Date: 08/04/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****** ******* and the billing concerns. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed by ****** ******* 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: 08/04/2025

   
  I am rejecting this response because:

  I am not asking to cancel the account I only want the billing fixed. Pushing this complaint off to the *** to buy more time is unacceptable. Just change the billing from $199.99/month back to the original $55/month and we are done. I can't understand how this is so difficult to accomplish. I've waited hours on end on the phone on several calls only to be told a manager would contact me which never happens.

  
  

• Initial Complaint

  Date:07/31/2025

  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.

  Billing for services I am not receiving...Also, for not receiving service when promised to repair an outside no-phone line serice issue.

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  Re: ***** M Scott 
  Complaint ID: ********
  Notice of Complaint Filed: July 31, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  A tech came out on 8/12 and corrected the line issues. A credit has also been applied to your account for the days of out of service.
  

  We appreciate ***** M Scott  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: ***** M *****