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:05/28/2025

  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 a business phone in a hair salon and I have been without service for over a week, I had initially called on 5/22/2025 and was told that a technician would be there the following week and was given a date for a technician to repair Tuesday, 5/26/2025. I think that its absolutely ridiculous to treat a business this way to be without a phone for an entire week! On that day no technician came so I called back twice and emailed as well I kept getting a call center in another country that is not helpful me no informationmeanwhile I have a loss of business because nobody can call to make an appointment nor can they cancel an appointment or change appointment. I have several stylists depending on their income including myself. I even tried to change my phone number over to Spectrum telephone was told it was going to be another two weeks before they could port my telephone number overwith no phone this is not helpful! I need my business phone!! I feel this is very unfair and unprofessional and I was told in the beginning it was not a widespread outage a week later they said it was a widespread outage. Im very frustrated with the customer service and I cannot talk to anybody in charge, just the call center in another country which absolutely useless. I asked at least to help me reset my password and the girl wanted to fax me the information I ask her why she didnt understand that I had no phone service that fax wouldnt work! I would just like my phone repaired and if they cant repair it then I want number released as soon as possible so I can change to a phone company with my same number. Help! I am so frustrated!!!

  Business Response

  Date: 06/12/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/12/25
  
  
  Re: Capelli Salon 
  23390383
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an extended service outage on Business class phone services.

  Our field team reported a continuing outage in the area that was repeatedly delayed in resolution. 

  The customer has, understandably, left ****************** network for another provider. 
  
  Brightspeed apologizes for the horrible experience and continued delays. 
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:05/28/2025

  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 received a bogus late charge of $36.00. I never received the bills by mail that due to non-payment ultimately generated this late charge. Nor could I or can I view my invoices on line because although BrightSpeed has no difficulty in ******* me for charges by email, there has been no way I have been able to view the actual invoices, because--in addition to their failure to mail-- their system on line does not recognize my account number! I finally succeeded in having customer service send me the back invoices and I paid these minus the late charge. Important to note: The April 16 invoice included a message that acknowledged that BrightSpeed had been having issues in their system and that any resulting late charges because of this would be removed. I have now received a repeat of the same late charge by mail that threatens disconnection if I don't pay it!

  Business Response

  Date: 05/29/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 29, 2025
  
  
  Re: ***** *******
  23390079
  Notice of Complaint Filed: May 28, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding her late fee concerns. Upon review, the late fee was credited on 5/19/25 per her request.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *******

  Customer Answer

  Date: 05/29/2025

   
  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. 
  

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because:
  Please refer to Complaint No. ******** filed 05/28/2025. Although I signed off on this complaint I see that the 2nd component of my complaint has not been addressed: the ability to view my invoices. At Brightspeed's website, although I can find and view invoices for my personal account, my business account is not recognized and I cannot access any information. In addition, for the last few months Brightspeed has not sent me invoices by mail, which leaves no way to either view or file them for IRS record keeping purposes in case of audit. It is not reasonable to expect payment for bills that cannot be viewed or saved. I have now received a new email dated 05/22/2025 indicating that my May bill is ready but no actual bill. Going forward, unless this situation is corrected I anticipate continuing issues with late payments/late charges. The requested remedy is to correct Brightspeed's issue with recognition of my business account and/or mailing my invoices--preferably both.
  

  Business Response

  Date: 06/04/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  June 4, 2025
  
  
  Re: ***** *******
  23390079
  Notice of Complaint Filed: May 28, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding her late fee concerns. Upon review, the late fee was credited on 5/19/25 per her request. Another late fee courtesy credit was issued on 6/3 as requested. We have provided her with the link to access her online profile and support options if needed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *******

  Customer Answer

  Date: 06/04/2025

   
  I am rejecting this response because: I would like to see actual evidence of the credits. Unless/until the second component of my complaint is addressed--namely the ability to view my account online-- I have no way of confirming any activity for my business account. Now that ****************** has resumed sending bills by mail, hopefully these credits will appear in the June bill. But in case not, by then the permitted time for responding to this answer from the company will have elapsed, and from experience, if I attempt to reopen my case it will be deemed a duplicate and unusable.
  

  Business Response

  Date: 06/09/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, ** 28105
  
  
  **** 9, 2025
  
  
  Re: ***** *******
  23390079
  Notice of Complaint Filed: May 28, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding her late fee concerns. Upon review, the late fee was credited on 5/19/25 per her request. Another late fee courtesy credit was issued on 6/3 as requested. We have provided her with the link to access her online profile and support options if needed.

  The May billing statement printed on 5/19 and was due by 6/11 for $255.20. She only had to pay $233.20, which was paid on 6/3. (That was the first late fee credit)

  The **** billing statement will print around 6/18, and there is already a credit balance of $36 on her account, which will go towards that billing statement. (This is the second late fee credit)
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *******

• Initial Complaint

  Date:05/28/2025

  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.

  I moved, so on May 6th I requested my phone service and number be transferred to my new address. *************** ***. B12 Luray, **. *****. At that time I was given a ticket number. #INCO175502. I have continuously called and chatted with customer service ***** each one asking me to wait 3-5 days. Today, I was told it would be connected by 6:00 pm. It was not. It is unacceptable that it is taken this long to have my service moved to my new home, 3 miles away.. I want my service connected at my new home and I want credit for the time that I am being charged for a service I can not use. 22 days is ridiculous. I have been a customer for 22 years and this treatment is inexcusable. At this point I feel like I am being forced to give my business to another carrier.

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  Re: Better Business Bureau (BBB)
  **** ********
  Complaint ID: ********
  Notice of Complaint Filed: May 28, 2025
  
  Dear **** ********,
  
  Thank you for reaching out. We've reviewed your Better Business Bureau (BBB) complaint regarding the transfer of your service. Your new account (#*********** is now active at ************************************** B12, *****, VA *****, with temporary phone number ************ until your original number *************) is successfully ported. Please note that credits have previously been applied to your account as a courtesy for any inconvenience you may have experienced. 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: 06/11/2025

   
  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:05/28/2025

  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 are frequently without phine and or internet service from Brightspeed. Our phone and internet went out last Tuesday, May 20. We had an appointment today, May 28th, they said they can't fix it and haven't provided a date for repair. I have been on the phone for over 2 hours this evening with no resolve. 3 weeks ago we were without phone for over 3 weeks. Meanwhile, we are paying on services that require phone or internet such as ring, *******, ****, etc We have asked to speak with corporate however just get passed around from "supervisor " to "supervisor" with no resolve only hearing the same scripted information.

  Business Response

  Date: 06/06/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/6/2025
  
  
  Re: **** *******
  23389791
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a recurring issue and delay on repair for their Brightspeed services.

  There is a reported cable issue in the area that is still delayed in resolution by our field repair team.

  Contact was made by the customer and they have moved on to another provider after the continued delays.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:05/28/2025

  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.

  My internet has been out since 5/26/25. I called 5/28/25 to see if they could fix it. They could not. They told me they would send someone out 6/11/25 and then after I got off the phone with them they sent me a text saying the issue has been fixed and they were canceling the tech coming out. The issue has not been fixed. I reached out again to let them know it has not been fixed and they told me they would be there 6/11/25 to fix it between 8am-5pm and said itll be a $95 charge if nobody is home, but they cant give me an estimate of what time to be home. Ill have to miss work for them to HOPEFULLY come and fix it. I cant get any of my school work done or complete my courses needed for work. I do not want to get dropped from my college courses, and I should not have to pay for the wifi when it isnt even working.

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  Re: Better Business Bureau (BBB)
  ******* ******
  Complaint ID: ********
  Notice of Complaint Filed: May 28, 2025
  
  Dear ******* ******,
  
  Brightspeed has conducted a thorough review of your Better Business Bureau (BBB) complaint regarding the internet outage that began on 5/26. Repair ticket WOT2253532 was expedited, and a technician successfully replaced the faulty modem, restoring service. As a resolution, a $25.00 credit has been applied to your account for the outage. Should 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

• Initial Complaint

  Date:05/28/2025

  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.

  Salesperson said if we switch to bright speed that the new fiber optic wire would go underground just like our old one. The new fiber optic cable is still laying in our front yard across the driveway to the side yard. We got this last fall and have been calling with no results and get the same story that someone will call and we are priority in getting this cable taken care of. The work order number has changed and was not given to me. The old work order number is CS01847756. We are paying for a service that has not been completed. We want results asap!

  Business Response

  Date: 06/10/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/10/25
  
  
  Re: **** ******
  23386584
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the cable left on the ground after install. 

  Our contractors have confirmed that the permanent line was placed and the temp line should have been picked up already.

  We have had the field team escalate contact to switch over to the permanent line and retrieve the temporary line.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 06/11/2025

   
  I am rejecting this response because:
  The same line has been told to me over the phone since install. They have been escalating for months on end. There is no excuse. No one has been to our house since we bought into bright speed. I want this taken care of like yesterday. I want a date and time this will be taken care of and on the date I want a knock on the front door to notify us that they are at my house to take care of the line and the person doing it to identify themselves as a bright speed contactor or associate. Enough time of escalation is not acceptable it is a poor excuse 

  Business Response

  Date: 06/12/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/12/25
  
  
  Re: **** ******
  23386584
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the delay in getting the cable cleaned up.

  The contractors have reported that they did put the permanent line in, It was in error that a cut over, or switch to the permanent line was not submitted.

  We have a technician expected to make contact by no later than this Saturday, 6/14 to get this cleaned up properly. 
  
  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:05/28/2025

  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.

  Ordered internet service from this company on 4/7/25. I was immediately billed $95. The tech department with Brightspeed could never get the internet to work at my property, so I requested a full refund on 4/21 by phone and was told it would take 3-5 days to process. Refund was never received so I called again on 5/2 and was told again it would take another 3-5 days. Refund was still never received so I tried contacting by email on 5/12 and received an automated response back saying someone would contact me shortly. I never heard from anyone. I called back on 5/13 and was told my case was being turned over to a supervisor named ****** ******* and that she would have my refund processed in 24 to 48 hours. I was assigned case # CS03120183. Today's date is 5/28 and still haven't received a refund. I called back this morning (5/28) and was told that Ms. ******* wasn't available, but the "back office" would "work" on my case. I couldn't get any timeline as to when I might get a refund.

  Business Response

  Date: 06/04/2025

  June 4, 2025
  
  Re: Better Business Bureau (BBB)
  ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: May 28, 2025
  
  Dear ******* *****,
  
  Brightspeed has thoroughly reviewed your Better Business Bureau (BBB) complaint regarding your credit request. As a result, a credit of $93.50 has been processed today, June 4, with confirmation number *******, and refunded to your **** card ending in *9563. If you have any questions or require further assistance, please do not hesitate 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

• Initial Complaint

  Date:05/27/2025

  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.

  Over the last few months Brightspeed has failed to provide reliable internet service. Outages happen weekly and some have gone for over a week. The most recent started 5/25/25 and were told it would be fixed by 10pm that same day. ***************** had not been restored. I contacted customer service on 5/27/25 and was told it would be restored 5/28/25. This company sells a service which is expected to be reliable, in fact that is the company Mission . Outages can be expected, but continued outages over several months is unacceptable, especially in a time when everything is run via internet based. Companies should not be allowed a license to provide services in specific States if they cant provide the service with some level of reliability and responsibility to their customers.

  Business Response

  Date: 06/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  <Date>
  
  
  Re: **** ***********
  23383368
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding repeat service outages in the area. 

  The outage has cleared and we have verified 5 days without interruption. I have provided separate contact information for Mr. *********** to reach me if this does recur in the future. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 06/05/2025

   
  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:05/27/2025

  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 complaint is about Brightspeed ******** services. Today, March 27, 2025 I spent about 30 minutes via chat with a Brightspeed agent because my internet has not been working right for the last 3 days. Its always a problem with the main line at the road, which they only temporarily fix, as we have issues in the same spot every time. Today they stated their was an issue with my line and they needed to send a technician out. It should only take a few days for them to come out. However, I received my service ticket listed below with a service date of July 14th, 2025. Thats over a month and a half away. There should be no reason that it should take a month and a half for a technician to come out and fix a 15 to 30 minute problem that should of been permanently fixed already. I would have left Brightspeed as soon as they took over ***********, but unfortunately I live out in the country and they are the only ones who service the area right now. All Im asking is for a timely manner in which to come out and permanently fix the problem. A month and a half is ridiculous. The internet even goes out with a hard rain. It makes no sense to me. I pay my bill on time every month and they never credit anything for outages. Can you please see if you can look into Brightspeed and their practices? I know of a ton of problems with others through ******** discussions so I know its a company issue, but they have a monopoly on this area. I would appreciate any assistance you can give me please.

  Business Response

  Date: 06/09/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 9, 2025
  
  
  Re: ********* ********
  23382615
  Notice of Complaint Filed: May 27, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding *********** repair escalation concerns. Upon conducting a thorough review of the account, her repair ticket was expedited for June 17th. A 3 day service outage credit for the intermittent service trouble was submitted in the amount of $6 and will be reflected on the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ********* ********

• Initial Complaint

  Date:05/27/2025

  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.

  FCC ticket: ******* FCC ticket: ******* FCC ticket: ******* Brightspeed telephone ticket: CS03286960 On May 23rd, Brightspeed switched my phone number with another homeowner without our consent both parties are Brightspeed customers. On May 19th, ****************** suspended my internet stopping me from using public utilities.

  Business Response

  Date: 06/06/2025

  June 6, 2025
  
  Re: Better Business Bureau (BBB)
  ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: May 27, 2025
  
  Dear ******* *****,
  
  Brightspeed has carefully reviewed your Better Business Bureau (BBB) complaint regarding the internet and phone outage that began on May 19. Repair ticket WOT2210441 was expedited, and our technician identified an incorrect phone number associated with your residence. The correct number was located within the switch and reassigned to the appropriate port. The technician then verified the functionality of the service with you. Additionally, a prior credit of $124.82 has been applied to your account to compensate for the outage. 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