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Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,305 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 Oct 15, 2024 I have been without telephone land-line service. Info was that the line had been cut several times and they were working to fix the problem. I kept getting bills and late fees attached even after I called the customer service to remove the monthly charges. I also kept receiving text messages delaying my service request for a week, two weeks, and so on. I stayed loyal to this company when my family kept telling me to cancel it months ago. Two weeks ago the service technician came to my house and told me the company (his boss) had decided not to reinstall my service because it was too costly and that I would need to cancel my service. I have had this number and service for over 49 years. I am an elderly widow with multiple medical issues and live alone. I need this land line as the cell service here is not reliable. I just want my land line re-instated.

    Business Response

    Date: 06/12/2025

    June 12, 2025 
     
    Re:    Better Business Bureau (BBB)
               **** ******
               Complaint ID: ********
               Notice of Complaint Filed: May 30, 2025
     
    Dear **** ******,

    Thank you for reaching out. We sincerely apologize for the extended disruption to your phone service since October 15, 2024. Following a thorough review of your Better Business Bureau (BBB) complaint, we confirmed that Order #********** was submitted on May 13, 2025, to disconnect your service. Regrettably, the cable infrastructure in your area has been assessed as unrepairable. Please know you have the option to port your existing phone number to another provider that services your area. We truly regret the inconvenience and frustration this has caused. Multiple attempts were made to contact you via email at ********************** however, we have not received a response. Additionally, the phone number included in your report appears to be inaccurate, and no alternative contact information is available on file. The investigation findings have been formally submitted to the 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


  • Initial Complaint

    Date:05/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 lost phone and internet on 05/15/2025 I still do not have it back. last I heard maybe have service around 06/06/2025 I am nervous because I am currently undergoing cancer treatments and have no way to check my email. At 1 point they told me they do not service my area. I have been a customer for over 30 years. ************ which a year or so ago turned to Brightspeed.

    Business Response

    Date: 06/12/2025

    June 12, 2025

    Re: Better Business Bureau (BBB)
    ***** ****
    Complaint ID: ********
    Notice of Complaint Filed: May 30, 2025

    Dear ***** ****,

    Thank you for contacting us. We have reviewed your Better Business Bureau (BBB) complaint concerning the phone and internet service outage that began on May 15, 2025. Our records indicate that repair ticket WOT2310013 was canceled at your request, as service had been restored. A service credit for the outage period from May 15 through June 7, 2025, has been applied to your account and will be reflected on your June 16, 2025 invoice. The investigation findings have been formally submitted to the 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

  • Initial Complaint

    Date:05/30/2025

    Type:Billing Issues
    Status:
    Answered
    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 cancelled service with Brightspeed in February 2025. I returned all Brightspeed equipment and paid my final bill. Every month since February Brightspeed has continued to bill me for service. I have called **************** each month and they assure me it won't happen again, but the bills continue. I now have late fees applied. I do not want my credit ruined due to their incompetency.

    Business Response

    Date: 06/10/2025

    June 10, 2025

    Re: Better Business Bureau (BBB)
    **** ******
    Complaint ID: ********
    Notice of Complaint Filed: May 30, 2025

    Dear **** ******,

    Brightspeed has conducted a thorough review of your Better Business Bureau (BBB) complaint concerning the service disconnect and associated billing charges. Service order ********** was officially disconnected in February 2025. A recent credit adjustment of $300.84 has been applied to your account to reflect billing corrections and late fee adjustments. We confirm that your account has been successfully disconnected. If you require any further assistance, please do not hesitate to reach out. The investigation findings have been formally submitted to the 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

    Customer Answer

    Date: 07/01/2025

     
    I am rejecting this response because:
    I filed a complaint last month regarding Brightspeed continuously billing me for service that was cancelled in February 2025. I was assured by the BBB and Brightspeed that this issue was resolved. I received another bill today. I want Brightspeed to stop harassing me!


    Business Response

    Date: 07/02/2025

    July 2, 2025

    Re: Better Business Bureau (BBB)
    **** ******
    Complaint ID / Rejection: ********
    Notice of Complaint Filed: May 30, 2025

    Dear **** ******,

    Thank you for your feedback. We understand your concerns regarding the billing dispute and the ongoing communications from Brightspeed. Upon review, our records indicate a remaining past-due balance along with a recently issued bill. I have contacted our billing department to request that the balance be cleared, and all further communications be discontinued, as this action should have been completed earlier. Should you require any additional assistance, please dont hesitate to reach out to me directly at **************. I will continue to follow up with you via phone or email until this matter is fully resolved.

    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:05/30/2025

    Type:Order Issues
    Status:
    Answered
    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 disconnected my service with them over year ago . The line had no internet services . So why they scamming over $3000.00 ! Ever since brightspeed came in the area they have been unprofessional! No good service! Over charges! And said I owe $3000 plus dollars when there no services for me .. they need to fix this and send me a zero balance because I owe this absolutely nothing.

    Business Response

    Date: 06/12/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    June 12, 2025


    Re: ***** *******
    23396302
    Notice of Complaint Filed: May 30, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********* billing concerns. Upon further research, the balance due on the account is a past due, write off balance that has been on the account and has accumulated since 2022. The account would have had a past due balance for an extended period of time before being sent to collections as a write off balance. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    ******* *.
    Brightspeed Customer Advocacy


    CC: ***** *******

  • Initial Complaint

    Date:05/29/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 the only internet offered in my area and since December of 2024 the internet has not worked for weeks at a time and now as of may 7 2025 my internet and everyone in my area has been without service! Ive called, chatted, and emailed every single day and all I get is the service will be restored by 6pm on that day!! I had to make an appointment for a tech to come out and see whats wrong with it when they have already said the problem! Which is not anything on my end!! I just want my internet back to be able to run my security cameras and other stuff!! This is my last resort to get anything done or answered!! Was told I would be credited back for the weeks I was without service and never received anything..

    Business Response

    Date: 06/10/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    6/10/25


    Re: ***** ********
    23394488
    Notice of Complaint Filed:5/30/25


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding a repeat issue with service outage and restoral time with field contact

    The dispatch that was placed on 5/13/25 was committed to be worked by 6/3/25. This was an inappropriate timeframe for any customer to have to wait to have their services restored. The account and dispatch ticket were cancelled as of 6/2/25 due to this failure by Brightspeed. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


  • Initial Complaint

    Date:05/29/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 transfer from copper wire to fiber optic. From May 19 to May 28, brightSpeed did not follow thru with promises & treated us terrible.The attached document has all dates, times etc.

    Business Response

    Date: 06/09/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    June 9, 2025


    Re: ***** ********
    23394232
    Notice of Complaint Filed: May 29, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding her service and order concerns. There was a *** complaint filed prior to the BBB complaint, and Brightspeed assisted Ms. ******** via the *** complaint. Her number was reconnected on 5/27, which was confirmed through a test call.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    ******* *.
    Brightspeed Customer Advocacy


    CC: ***** ********

  • Initial Complaint

    Date:05/29/2025

    Type:Billing Issues
    Status:
    Answered
    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 called to get higher speed internet at my small business. I was told they can get better internet and it would be cheaper, since then I was charged 158 when my old rate was 129, then this month I got a bill for 300. I have spent hours on hold and no one has ever answered, averaging 40 minutes before it just disconnects. I did the contact via email on the 22nd of this month and got a reply that someone would call within 24 hours.....nothing I did it again on the 28th and once again nothing. It is not as if I havent tried and they are now charging more than double?

    Business Response

    Date: 06/04/2025

    June 4, 2025

    Re: Better Business Bureau (BBB)
    *** ******
    Complaint ID: ********
    Notice of Complaint Filed: May 29, 2025

    Dear *** ******,

    Brightspeed has carefully reviewed your Better Business Bureau (BBB) complaint regarding your billing dispute. As part of our review, we have applied credits for two late fees of $31.00 each, associated with the invoices dated April 18 and May 19. Your monthly bundled service is priced at $139.01, with an additional $20.00 discount applied. Based on these adjustments, your average monthly bill, including applicable taxes, will be approximately $128.97. If you have any questions or require further assistance, please let us know. The investigation findings have been submitted to the 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

  • Initial Complaint

    Date:05/29/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 phone on May 18 developed a loud roaring soundunable to call out or receive calls. The following day I notified Brightspeed of the problem spoke with Loudemie and she checked the line and could hear the sound. Would send a repair for May 29.. 10 days.. he showed up at our front door on the 22 or 23 and said it was working fine, It did work for couple hours..then back to the roaring.. then it went to complete silence.. now it is either roaring static or complete silence. I called back on May 23 at 1pm and spoke with *********.supervisorshe checked the line and said was down.. repairman due on June 3 told her not to charge us for the time the phone is down..from May 18she said she would notify billing department.i have had issues with them in the past and you have help get it resolved. We are in our 80s and have major health issues and would like to have our phone repaired, the bill is in my husbands name.. ******* he does not use an iPad so I am sending this. I am the one that is communicating with Brightspeed.

    Business Response

    Date: 06/12/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    6/12/25


    Re: ***** and ***** **********
    23392785



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the phone services not working. There was a large posted outage in the area that was affecting multiple customers due to cable damage.

    This was a miss on part of Brightspeed call center representatives for not identifying and relaying the information related to the outage ID ********.

    This outage has now been reported completely cleared. I have made contact with Mrs. ***** regarding the issue and issued the credit for the phone service that did come out slightly higher than the requested $45.00.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


    Customer Answer

    Date: 06/12/2025

     
    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:05/29/2025

    Type:Product Issues
    Status:
    Resolved
    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 discontinued our service with Brightspeed in January 2025 and we are due a credit refund of $70.56. I have called 5 times so far and keep getting lied to. I was told the refund would be issued within 3-5 days, then 2-3 days, and nothing. I spoke to a supervisor and he told me he put it through while I was on phone and it would go directly into my bank account within 7-10 business days..and another lie, nothing. When I call they disconnect me and I have to call back and jump through all the hoops again. Im always on hold for close to an hour waiting. Today I called again and waited and waited for a supervisor, finally she said she was connecting me and it went to his voice mail. So far no call back from him. I know they just want me to give up and keep my money. Im so frustrated. Please help.

    Business Response

    Date: 06/04/2025

    June 4, 2025

    Re: Better Business Bureau (BBB)
    ***** ********
    Complaint ID: ********
    Notice of Complaint Filed: May 29, 2025

    Dear ***** ********,

    Brightspeed has thoroughly reviewed your Better Business Bureau (BBB) complaint regarding your refund request. A check (#**********) in the amount of $70.56 was mailed via **** on May 27, 2025. Please allow up to 30 days for delivery. If you have any further questions, feel free to reach out. The investigation findings have been submitted to the 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

    Customer Answer

    Date: 06/04/2025

     
    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:05/29/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    Fraudulent charge on my credit card of $65.96 on 5/21/205, 4/21/2025, 3/21/2025, 2/21/2025, 1/21/2025, 12/21/2024, 11/21/2024, 10/21/2024, 9/21/2024, 8/20/2024 Brightspeed denies these charges even though they were on every credit card statement. I spoke with Master Card and filed a dispute but they need documentation to move forward and Brightspeed denies the charges.

    Business Response

    Date: 06/11/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    June 11, 2025


    Re: ****** ******
    23392545
    Notice of Complaint Filed: May 29, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding her billing and payment concerns. Upon further research, we located a business prepaid account under her phone number and email address- ************************************. Prepaid accounts require autopay, and it is set up with her Mastercard ending in 6625. The monthly charge for the prepaid business internet service is $65.96 each month, and the amount has been the same since the service was activated in August 2024. The charges are valid and not fraudulent. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    ******* *.
    Brightspeed Customer Advocacy


    CC: ****** ******

Brightspeed is NOT a BBB Accredited Business.

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