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:07/31/2025

  Type:Sales and Advertising 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.

  Just had service installed, and am trying to get to someone with a technical background and knowledge to assist me with setting up my own equipment, or placing your equipment into bridge mode, I have been on the phone for about 2 hours with no luck and keep getting hung up on, because the customer service person doesn't have the information

  Business Response

  Date: 08/12/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 12, 2025 
  Re: ******* ******
  23681376 (complaint id) 
  Notice of Complaint Filed: July 31, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the internet and custom modem configuration requested by *******. Unfortunately the customer decided to switch providers before a complete solution could be found or provided. The Balance on the account has been zeroed and the order to deactivate the service was place by ******* a couple of days ago. 
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?******* ******

• Initial Complaint

  Date:07/31/2025

  Type:Customer Service 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.

  In November we asked for our internet service to be put on vacation hold. This is a cabin in an area of ******** that is known for not having good cell service. Throughout the winter we asked for vacation hold to be moved 2-3 times for short weekend stays, each time we would arrive at the cabin and the internet would not work even after troubleshooting. Once we arrived back home we tried to resolve the issue and unfortunately each time it was the same: You seem to be past due on your account let me transfer you - false, we have proof of payments coming out via auto pay. Once we had that squared away, they would confirm that they have opened a support ticket and that I should call back in 3-5 days if I don't hear anything and that they can't give me a support ticket because a supervisor has to approve it before they get the number but not to worry they will email us the support ticket. If I push the issue they try to tell me there is a outage in the area. After dealing with this for so long we asked multiple times for a service tech and we keep getting the same runaround, past due payment, support ticket, service outage. We finally decided to cancel the service (hopefully) as of yesterday although their website does not show anything different and I haven't received a confirmation email. Today I went online to see if I could find new service in the area and was not having any luck. I thought it would be better to have some service and attempted to check with Brightspeed as a new customer and they state that they do not offer service in the area. What in the world? How is this business still operational?

  Business Response

  Date: 08/14/2025

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

  We appreciated the opportunity to review the details of billing issues.  I have posted a credit to your account that will show effective on the August statement. The refund will be able to be released after that final billing. Please allow time for processing.
  

  We appreciate ****** Mccaig  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

   
  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. It would behoof you to follow up with your service in the entire upper peninsula. Having one technician in that area would make a huge difference, everyone is desperate for good internet with no options. Your service worked great when it worked!
  
  Thank you. 
  

• Initial Complaint

  Date:07/31/2025

  Type:Delivery 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 live in a rural county in **, (********) Our only option for Wi-Fi is Bright Speed. Since July 18th my internet service has been down due to storms. I was told by Bright Speed that evening that a line was hit in the area and it destroyed my modem. They instructed me to contact the care team on Monday to place an order for a new modem. I would need this to restore my service. I contacted the care team on 7/21/2025. They informed that they would process the order, and it will be delivered via mail in 3-5 days. Informed me that my modem was still under lease and it would arrive shortly. I was advised that I would receive a confirmation text with the shipping information in ***** hours. After not hearing anything by 7/25 I contacted them for and update. They at this point told me the order was delayed due to a system update that would not be completed until 7/26. I would need to call back after. I called again on 7/28, and they informed me that no order has been placed for a new modem but could see where my service was down. I would potentially need a tech to be sent out. It would possibly be a week or so. I told them it was a modem, they said oh yes, your right I see. The stated today 7/31 that there was no order placed. Upon ending the call today, they informed me that they have placed a new order again, and I would arrive in 3-5 business days. It is very frustrating as a consumer to spend money with a service that never works to capacity and take months to get repairs. I had requested to speak to a supervisor and was denied, told no one was available. I asked to place a formal complaint and that request was denied too. I have requested a credit on my bill, and it has not happened as of yet. Why is this acceptable behavior from a business. Why is there only one option for WIFI in these small towns. I am hoping we will be connected soon. They tried to assure me that the order was placed as of today 7/31/2025. I am just not sure who else I can contact with complaint.

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 15, 2025
  Re: ******** ******
  23680613 (complaint id) 
  Notice of Complaint Filed: July 31, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the modem and repair delays for ******** ******. Currently a technician is scheduled to resolve the service issue in the field on 08/16/2025 and I have issued another adjustment to the bill covering the monthly balance for the internet services of $50.42.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.

  everyday we pay for none third party call We get up to 6 a day have called bright speed many times to fix the problem and our Attorney general *** ****** I have sent in phone numbers with the ** but never get an answer from them Bright Speed has done a very poor job in our area everybody is turning to Surf Internet I am on the DO NOT CALL for years and no one has the brains to block these people and when you call BrightSpeed you get foreigner you cannot understand

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 15, 2025
  Re: ***** ****
  23680521 (complaint id) 
  Notice of Complaint Filed: July 31, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the spam callers and their calling tactics Mrs. **** reported. I was able to talk to Mrs. **** over the phone and confirmed the spam callers are not using the same number every time and they can only block callers individually. They also confirmed they and are on the do not call registry **************************************** we do not have any other methods to prevent these contacts as they are not from any one source as is the nature of spam callers. 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.

  I have not had landline service at my residence since 7/25/2025. My bill is paid in full. I contacted Brightspeed several times and get told that they can not send a service person to my place until 9/2/2025. I live in a very secuded area, I do not have a cell phone or internet. I am 80 years old and my husband is 81. We both have many health issues. No one at Brightspeed will esculate this issue. This is not the first time this has happened.

  Business Response

  Date: 08/04/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****** ******* regarding dispatch escalation. 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 haven't received any information from brightspeed 

  
  

• Initial Complaint

  Date:07/31/2025

  Type:Product 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.

  June 17, 2025 I contacted Brightspeed about having a landline in a new non profit daycare that I have started. The telephone number they gave me was ************. I was told that the number would be working the next day as a line and **** is already installed at the *********** the next day i called the number from my house and a gentleman named Buren answered and said, ********* Machine and Tool may I help you/" I know this man and this business. I told him the number i had called and he said thats not my number so i proceeded to call his actual number and he answered and I told him I was going to call the************ again and see if he answered again and it did. I have called it a couple times since then and it is still going to his business. As you can see I nor my daycare has had any use of this number and therefore should not be charged anything. I received another bill today addressed to the daycare for ******. Thank you for any help you can give me . yes I have called them and told them these things and each time they assure me that the account is canceled and I will not be charged . then i get another bill in the mail and in my email. I respond to the emails and tell them that i do not have service with them and seems to fall on deaf ears. I am quite busy trying to get **** licensed for our daycare and do not need a bad credit report before we even get open.Thank you,****** A ******* CEO ******** Daycare and Adademy

  Business Response

  Date: 08/14/2025

  August 14, 2025
  
  
  Re: Peartree Daycare And Academy 
  Complaint ID: ********
  Notice of Complaint Filed: July 31, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have forwarded your complaint to the correct department to have credit returned to you for services that were not rendered. Please allow time for processing.
  

  We appreciate Peartree Daycare And Academy  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: Peartree Daycare And Academy
  

  
  

  Customer Answer

  Date: 08/25/2025

   
  I am rejecting this response because:
  23680433 Was the complaint number of my original complaint. I did not respond in 5 days to letter bc I was waiting for Brightspeed to issue a 00 balance or an account paid and closed or something to verify that they would not be holding those bills against me. As I have never had service with them bc of the mixup explained in the previous complaint. A lady did call and seemed to understand and confirm she would send me a paid in full statement or something equivalent, but today I received another bill with interest added.
  

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  Re:Peartree Daycare And Academy 
  Complaint ID ********
  Notice of Complaint Filed: July 31, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have created a INC0214481 for your account to closed immediately per it has been stuck in a failure state in the disconnection process. Please allow time for IT to process the ticket. The account will be credited.
  

  Again, we appreciate Peartree Daycare And Academy  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: Peartree Daycare And Academy
  

  
  

  Customer Answer

  Date: 08/28/2025

   
  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. However, if Brightspeed sends another bill next month I will start another complaint.

  Thank you for your service to PearTree Daycare and Academy.
  
  Thank you.  

  
  

• Initial Complaint

  Date:07/31/2025

  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.

  Our internet service through Brightspeed has been down since Sunday, July 27th. We have called them every day since then and we get the same response: "There is an outage in your area, service will be restored tomorrow". And it never is. I work from home and rely on internet to do my job.

  Business Response

  Date: 08/10/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 10, 2025 
  Re: *** *******
  23680346 (complaint id) 
  Notice of Complaint Filed: July 31, 2025 

  
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the loss of internet service beginning on 07/27/2025 for *** and Mrs. ******** I did not reach them directly but I left a voicemail and sent an email for the service interruption that is no longer occurring. The services were restored last week, and I have provided a credit to their bill for the downtime. They will see that on their next billing cycle. I checked across multiple days and their service was been working over the past 5days with no further interruption at this time. This was an unplanned service interruption unrelated to any maintenance. There is a separate regulatory case open not from the BBB at this time.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?*** *******

  Customer Answer

  Date: 08/11/2025

   
  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:07/30/2025

  Type:Billing 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.

  I am being billed by Brightspeed for a non-existent service for a phone book listing, Foreign Listing Bus" that originated with CenturyLink. The account number is #*********, Cruises by ****. This business has not been active for many years.Brightspeeds own invoices list charges for Conversion Only: Main Feature Code for Wireline Fictitious Bus. This proves no live service exists.Their inherited records contain multiple false addresses and product IDs:Product ID ************ Service Address ******************************** (a ******* address when doing a ****** search).Product ID ************ Service Address ******************************** (the old CenturyLink office).My own disconnected number is still referenced even though it has been inactive for years.Despite ***eated assurances, I continue to be billed $9.81/month and threatened with collections. I have never received written confirmation that billing would stop.Brightspeed Ticket References:-INC0185110 on June 20, 2025 in which I was told this is the cancellation number -INTERNAL TICKET # ********* on April 22, 2025 which I was told this is the internal ticket number submitted by the brightspeed customer service *** to have the ************************* completed.Desired Resolution:-Stop billing and collections. -Close Account #********************** remove fictitious listings and product IDs.-Provide written confirmation that no collections or negative credit ***orting will occur.-Correct records to show these listings were tied to ************ office and a ******* address, not to my business.

  Business Response

  Date: 08/15/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******** **********. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed 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 (customer name).
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  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:07/30/2025

  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 phone will not work and they say they cannot send anyone out to have it fixed for over a month. This phone is for my 96 year old aunt that lives alone. She needs a phone and unfortunately Brightspeed is her only option in the area she lives in. For them to take advantage of a senior on limited income by making her pay for phone service that does not work. I've spoken with customer service numerous times, and they just make excuses and will not even try to get this line working.

  Business Response

  Date: 08/13/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/13/2025
  
  
  Re: ******* *****
  Complaint ***********
  Notice of Complaint Filed: 7/30/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. We were able to get an earlier date for the repair ticket. It is due 8/19. I will follow up with the customer once the repair completes. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/30/2025

  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 trying to get home phone service in the home for my Disabled Mother. Brightspeed is telling me that I have to get a service that they don't even have available in my area. She has had home phone service at this same address for as long as I can remember thru a different company. My Aunt next door has regular home phone service and I'm being told that I can't get regular home phone service because they don't offer that anymore. I've tried talking to them to let them know I have to have a phone because my Mother is Disabled but I'm getting nowhere with them.

  Business Response

  Date: 08/13/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/13/2025
  
  
  Re: ******* *******
  Complaint ID: ********
  Notice of Complaint Filed: 7/30/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem establishing phone service. Our technician installed the phone equipment and restored phone service. I confirmed with ******* ******* the issue was resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy