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:07/28/2025

  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 mom, **** ****, has been without phone service from Brightspeed for some time now. They are unable to give an estimate as to when it will be repaired. In the last 30 days, her phone has been out more than it has been working. Most of the town of *********, ** has the same complaints

  Business Response

  Date: 08/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 11, 2025
  Complaint ID: ********
  Notice of Complaint Filed: July 28, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed has reviewed the Better Business Bureau (BBB) complaint regarding the phone outage. An active dispatch, WOT2592601, is being expedited, and our team will maintain ongoing communication with the customer until the repair is completed and service is fully restored.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate the customer's patience as we work toward a satisfactory resolution.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ****** ****
  CC: Better Business Bureau
  

  Customer Answer

  Date: 08/12/2025

   
  I am rejecting this response because:
  
  

• Initial Complaint

  Date:07/28/2025

  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.

  Cancelled Brightspeed on July 18th, 2025 with a cancellation confirmation #of ********** **************** was interrupted on May 30 and numerous repair tickets were issued where I would get a text saying the tech was on his way. Twice no one showed up. Waited all day from 8am to 5pm. Went without internet close to 2 months. After I cancelled on July 18, I still get repair ticket texts on my phone. I have called twice and get a response of they receive an error cancelling the account and have to send it to another department. Today, July *******, the employee Id of the person I spoke to at Brightspeed is VB19787 and the supervisor name is Quacey ***** I just want to cancel my account permanently for I now have another internet provider, but Brightspeed seems to refuse to do this.

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  
  Re: ******** Stanley 
  Complaint ID: ********
  Notice of Complaint Filed: July 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of cancellation issues.  Your account has been sent to IT for disconnection due to an issue in our system not allowing the disconnect. Your ticket number is INC0205026.
  

  We appreciate ******** Stanley  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:07/28/2025

  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.

  On Saturday, July 26, I contacted Brightspeed via chat to report that our landline can receive calls but CANNOT MAKE OUTGOING CALLSincluding to 911. This has been a recurring issue for about A MONTH.Given the urgency of this issueparticularly since I care for my wife, who is in at-home hospice care with A TERMINAL ILLNESSI emphasized the importance of resolving this quickly. A representative scheduled a technician call for Sunday, July 27th at 9:00 a.m. I adjusted my caregiving schedule and woke early to take the call. However, the call did not come through UNTIL 10:30 a.m., SIGNIFICANTLY impacting my limited time and caregiving responsibilities. I had to end the call due to a scheduled hospice visit.Later that day at 12:25 p.m., I called Brightspeed support again at **************. A representative named ****** attempted to troubleshoot the issue by instructing me to perform a hard reset of the modem and to unplug/replug the phone modem. Over the course of the next hour (total of 2 HOURS), we attempted multiple testsat least three to fourbut the outgoing line STILL DID NOT FUNCTION.This outage poses a critical safety risk, especially since we are unable to call emergency services (911) from our landline. Brightspeeds website and mission claim to provide reliable connectivity to support what matters mostbut our experience has been the opposite. This failure in both service and response time is unacceptable under any circumstances, especially during a medical crisis.Resolution Requested:1. Immediate technician dispatch to resolve the inability to place outbound calls.2. A service credit/refund of at least three months ($69.85/month = $209.55) for failure to provide basic and essential phone service.3. Written explanation and assurance that emergency call capabilities will be prioritized and maintained in the future.If this is not resolved PROMPTLY, I will SUE AND FILE COMPLAINTS with the *** and other regulatory agencies.

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  
  Re: ***** Lee 
  Complaint ID: ********
  Notice of Complaint Filed: July 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  A tech was sent to your home on 8/7 and repaired the fiber issue and a refund for service has been applied to your account in the amount of $69.85.
  

  We appreciate ***** Lee  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: 08/15/2025

   
  I am rejecting this response because:

  
  The landline phone for our outbound calls is still not working as of today, August 15th. We HEAVILY RELY ON IT for our security system. Without it, WE CANNOT SECURE OUR HOUSE PROPERLY. Please have a technician fix it AS SOON AS POSSIBLE.

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  
  Re:***** Lee 
  Complaint ID ********
  Notice of Complaint Filed: July 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. We have created a ticket on your ongoing issues with the **** provider. I will keep you updated on the information received.
  

  Again, we appreciate ***** Lee  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: 08/25/2025

  I am rejecting this response because:
  

  I STILL DO NOT see an appointment on my appointments history dashboard for a ********** to come over to the property to fix the outgoing calls issue.

  Also, we had our internet service reconnected 2-3 weeks ago.  However, the connecting internet cable is STILL ABOVE GROUND and is a HAZARD for getting run over by a grass mower or a truck. If we do not have service, especially during regular remote work hours, WE WILL NOT HAVE SERVICE AVAILABLE.

  Also, our first ********** from April 2024, ******** ******* (216 area code), we cannot contact him because his phone will not pick up calls.

  Please have the outgoing calls and the underground internet cable fixed AS SOON AS POSSIBLE.

  Business Response

  Date: 08/29/2025

  August 29, 2025
  
  
  Re:***** Lee 
  Complaint ID ********
  Notice of Complaint Filed: July 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. The **** line has been reset by the provider and we need you to make a call out and let us know if the call goes through. If it does not we need to know what number was dialed and what, if any, message was received as the error. I have escalated your buried service wire to next level so I can I can keep you informed as information becomes available.
  

  Again, we appreciate ***** Lee  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: 08/30/2025

   
  I am rejecting this response because:
  

  I have called the Brightspeed *************** twice: **************.

  Once on Friday, August 29th, the **** line was working and we were able to make outgoing calls.

  Once again, we tried on the morning of Saturday, August 30th, where the **** line is not connecting and THE PHONE CANNOT MAKE OUTGOING CALLS. 

  I also see that the buried service wire service has been escalated. Please also have this service AS SOON AS POSSIBLE. It has been AT LEAST 2-3 weeks already and neighbors are constantly complaining that they cannot do yard work with the wire present above ground.

• Initial Complaint

  Date:07/28/2025

  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.

  On July ******* my Brightspeed Internet stopped working with a blue flashing light. I called the office and requested service. I was told a tech would come September ******* thinking the *** just said the wrong month I questioned but she kept ***eating the date. When the confirmation email came I called and again they stated we are updating lines, lack of employees, and that is when they can come. I have requested a new modem be sent but they refuse to do ******* payment is automatically withdrawn each month. I have been a customer since ************ gave our contract to Brightspeed. The billing is always messed up and when calling they always say new system. I have been promised that if a tech becomes available before September 16 they will call and if I dont answer my WiFi phone it will be cancelled but without my service I cannot answer my phone if I am at home. I have tried many ways for understanding but when they are receiving my money and I have no service or their lack of trying to provide what they are selling and should be serving in a more timely manner.Other than some billing glitches I have not had any problem with the service but then I am not a demanding customer. Thank you,

  Business Response

  Date: 08/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/11/2025
  
  
  Re: ***** **********
  Complaint ID: ********
  Notice of Complaint Filed: 7/28/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service.  We were able to move the repair due date to 8/12/2025. 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:07/28/2025

  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.

  I have had Brightspeed for telephone service at ************************************************************************************. In April 2025, I cancelled my service. The call took several hours to complete due to being transferred around to different departments. Then in ***, June and July 2025, I continued to receive emails from the company advising me that I had a balance to pay. I called again in July 2025 to tell them about the emails. The same thing again happened where I was on the phone for two hours and was transferred to two departments. I was on hour #2 and department #3, and I told them 'no' I would not transfer. I was speaking English. The Brightspeed employee was speaking English. My message was clear. I had terminated the service 3 months ago and gone to Spectrum, and I expected to receive no more email communication of any kind from Brightspeed. I had to close / stop the debit card number that Brightspeed was using in order to get them to stop deducting from my bank account. They billed me in ****** *** and June 2025 incorrectly, and the amounts were oddly increasing every month. $56.79 + $120.40 + $113.58 = $290.77

  Business Response

  Date: 08/11/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 11, 2025
  
  
  Re: ***** ****
  Complaint ID: ********
  Notice of Complaint Filed: July 28, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed has reviewed the Better Business Bureau (BBB) complaint concerning the customer's service **************************** and billing dispute.
  
  Our records confirm that the customer *************************** service on May 31, 2025. The matter has been escalated to our billing department, and a refund request has been submitted for review. We remain committed to transparent and proactive communication and will continue to provide timely updates until the issue is fully resolved.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate the customer's patience as we work toward a satisfactory resolution.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ***** ****
  CC: Better Business Bureau

• Initial Complaint

  Date:07/27/2025

  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.

  We have been having intermittent issues with our landline telephone that became noticeable around April 2025. I have gone through the trouble shooting steps that I am familiar with from previous connectivity issues with Brightspeed. I contacted ********** customer care on May 10 and scheduled an appointment for June 13. I received a confirmation text confirming this appointment. No one arrived that day for service and when I checked the "where's my tech" feature on the website I found that the appointment had been cancelled by Brightspeed with no notification to me. My assumption is that Brightspeed tested the line and it was working at the time. (The issue is intermittent). Service was in and out for several weeks again so on July 12, I contacted Brightspeed customer service again to place ANOTHER service call. I requested the service on a Tuesday since that is a day someone can be here. The soonest they could schedule is August 19. I stressed the fact that this in an intermittent issue and requested they NOT cancel again based on testing of the line. I also requested a refund on our service since it only works about half of the time. I was told I would be transferred but was disconnected. On July 14, I contacted Brightspeed customer advocacy care team and left a message regarding the issue hoping to resolve this in a more timely manner directly with the company. I worked with this team once in the past and was very pleased with how our issue was handled. This time I have received no return contact from them. The phone line worked for about a week and is now out of service again. At this point our service appointment is still scheduled but I am concerned that it will be cancelled by the company as this has happened twice in the past. This matter should have been resolved on June 13 with our first service call request, now it will be 9 weeks from my initial service request for service and still are having intermittent issues.

  Business Response

  Date: 08/04/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 04, 2025 
  Re: ***********************
  23660422 (complaint id) 
  Notice of Complaint Filed: July 27, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding The Intermittent phone services of Mrs. ***** I was able to reach and talk to ******* and after the past 2 outages a dispatch had been setup for a repair on 08/18/2025. The phone lines are currently working after the last outage cleared but I left the repair ticket open so the lines can still be investigated as they had gone down after a repair once before. Mrs. **** has my contact info to reach back out and I will follow up after the dispatch is complete but the phone services are working at this time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?******* ****

  Customer Answer

  Date: 09/04/2025

   
  I am rejecting this response because:
  I filed a complaint against Brightspeed at the end of July **************************************************************************************** April 2025. (I did try to have a service call placed via the standard customer service method before filing this complaint but it was cancelled by Brightspeed without sending a technical for repair.) I received both an e-mail and a call from a customer advocacy representative on August 1 stating my case had been assigned to him. A few days later my husband received a call stating that the issue had been resolved. There was a problem that had been affecting a few of the local customers had been located but we were told it was fixed. All seemed well for a couple of weeks and then on August 16 I tried to make an outgoing call and was unable. I then tried an incoming call to my home number and got the message "the wireless carrier is not available". This is not a wireless number. I called and left a message for our customer advocacy representative and also attempted to e-mail the department on August 16. I have not heard anything from them. I assume since my case was closed they are no longer interested in hearing from me so I am now forced to place another complaint. I have also had the original issue of static on the line on August 29 and September 3. This is what we were told was fixed. It continues to be an intermittent problem that was not fixed as were advised at the beginning of August. I am not asking for much, Just to have a reliable landline phone service - which is what I pay for on a monthly basis. Thank you,

  Desired Resolution:

  Repair

  
  

  Business Response

  Date: 09/08/2025

  BBB of Southern Piedmont and Western N.C. 
  *************************************************;
  Matthews, ** 28105 
  September 08, 2025 
  Re: ******* ****
  23660422 (complaint id) 
  Notice of Complaint Filed: July 27, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding The Intermittent static on the phone for the services of Mrs. ***** The repeat dispatch weeks later was not for the same issue and unfortunately a different piece of equipment was damaged. We will have to create individual repairs until the area either moves to fiber or wireless or if the copper is replaced. Unfortunately I do not see Fiber or Wireless available in the area to get off the copper phone services at this time. These are long term solutions but Brightspeed will continue to repair damage to equipment from weather, age or other sources if they occur.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?******* ****

  Customer Answer

  Date: 09/09/2025

   
  I am rejecting this response because:
  We are continuing to have intermittent issues with static on the line.  The times that I have noticed this since our complaint  in July and response from Brightspeed approx August 4 are as follows.  August 16 @ 5:30pm, August 29 @ 6:45pm, September 3, September 5 @ 7:10pm, September 8 @ 7:30pm, September 10 @ 11:30am.  I both called and e-mailed Brightspeed escalation team on August 16 when I first noticed the recurrent problem.  I used the existing case number but I have not had a response from Brighspeed either by phone or e-mail since August 16.  The lack of response is the reason for filing a new complaint.

  Business Response

  Date: 09/13/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ***********************;
  September 13, 2025
  Re: ***********************
  ID # ********
  Notice of Complaint Filed: August 27, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding voice and phone service concerns raised by ******* ****. A dispatch for the static on the line has been created. The current commitment date is 09/22/2025. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ******* ****

  Customer Answer

  Date: 09/15/2025

   
  I am rejecting this response because:  I was not contacted by the company to plan a date that someone would be home for the technician.  I simply received a text stating the date the technician would arrive.  I will attempt contact Brightspeed because no one is able to be here on Sept 22.  I am off work on Sept 23.  I will try to reach out to ******* to reschedule for Sept 23 but I am not hopeful that I will get a response as my previous calls and e-mails have not been responded to.  I will not be able to let BBB know if the matter of the technician date has been resolved for a few days.
  
  

• Initial Complaint

  Date:07/27/2025

  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.

  Repeated and aggressive door to door soliciting while ignoring a no soliciting sign, staff that were being noisy in our neighborhood after hours

  Business Response

  Date: 08/10/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  August 10, 2025 
  Re: Ram **********
  23660153 (complaint id) 
  Notice of Complaint Filed: July 27, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding The Aggressive sales personnel and door to door solicitation actions of the Brightspeed sales team in the area. I did speak with Ram on 08/01/2025 and received more details and was able to communicate the feedback and training suggestions to the appropriate supervisor. Brightspeed and Myself appreciate Ram brining this sales pressure issue, safety and training opportunity to our attention. 
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?Ram **********

  Customer Answer

  Date: 08/10/2025

   
  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:07/27/2025

  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.

  I had switched to another internet carrier, which was timely considering everyone I knew lost their internet. They kept saying they weren't at fault, but everyone's went out at the same time with continuing outages that last weeks at a time. I wanted to cancel my internet service but keep my landline. This was reiterated multiple times in the phone call. Two days later, I discovered that my landline no longer worked. They cancelled the entire account and claimed they could not reactivate it. They said I needed to open a new account, complete with credit check. I declined. A few days after my account was deactivated I had a $38 credit. My account was deactivated at the end of the billing cycle, yet I received a bill for just over three dollars. How does one go from a credit to a debit when no services were provided? I have tried to call them to resolve this, but when I do their recording cuts out mid sentence, then comes back long enough to tell me I didn't give them the proper information and disconnects completely. I cannot get to a representative. Their online AI chat is useless. My $3 bill is now accruing late fees because this can't seem to get resolved thanks to their poor infrastructure. Ironic considering their business is communication and nobody can seem to communicate with them! This company also once attempted to charge me for a technician visit when the problem was with the router going bad. I was without internet for over a week because they insisted on sending someone to check the outside wiring. It was determined the issue was with the router - which I tried to tell them initially. Their customer service is severely lacking, they don't resolve issues in a timely manner, and they try to bill for services they are not providing or are unnecessary. Everyone I've talked to says the same thing - Brightspeed just doesn't care. I'm grateful I will have no more dealings with them once my current situation is resolved!!

  Business Response

  Date: 08/08/2025

  August 8, 2025
  
  
  Re: ***** Delaney 
  Complaint ID: ********
  Notice of Complaint Filed: July 27, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have issued credit adjustment on the account to bring it to a zero balance.
  

  We appreciate ***** Delaney  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:07/26/2025

  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.

  It has been a monthly battle on my part to decrease our bill, to no avail when the next month's bill arrives, it is the same or higher than before. January 2025 - bill ****** February - bill ******. I called to make our payment on 2/19/25 and was told that the system was updating and I needed to call back 2/24/25. I called the business number ************ and was given a new plan that would cost ****** + ***** estimated taxes = ******. My next bill due in March would be "******." ****** from Brightspeed called me after I filed a complaint with *** and told me the following on 3/7/2025:charge of ***** lowered to 70.00 2 lines ****** a " $20.00 discount" to reduce bill to ****** plus taxes to ****** m. When I asked her how long this package/price would be good for, she said that it started today, good for at least 2 years.March - bill for ******, April 2025 - one bill for ****** Phoned Brightspeed again on 4/15/2025 and was put on hold: Total time 1 hour, 10 minutes, and 13 seconds. I hung up. I called back on 4/23/2025, was on hold for 32 minutes. called 4/24/2025 and talked to *****. told me ****** had not hit the submit button on plan from 3/7/2025, it had not taken effect. told me that the plan would be instituted for the ******/month. I called again on 5/11/2025 next bill due 5/27/2025, again ******. May - bill ****** **** - **** ******, gave a credit for ******, so paid bill for ******. New plan/bill amount would be ******/m. quote/agreement emailed by Brightspeed **** July - bill ******, late fee of ***** as credit of ****** did not post. told by ***** at ************ to make payment ****** before he would look into charges; took care of that. quoted me the price of ******/m for services + taxes. Confirmation # ********.I find it interesting that none of the representatives at ************ have access or notes of the previous conversations and new packages that I have been offered and accepted. .

  Business Response

  Date: 08/08/2025

  August 8, 2025
  
  
  Re: **** And ******* Houser 
  Complaint ID: ********
  Notice of Complaint Filed: July 26, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  Small business has contacted you to help set up a different plan to help establish a different payment plan.
  

  We appreciate **** And ******* Houser  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: **** And ******* ******

  Customer Answer

  Date: 08/12/2025

   
  I am rejecting this response because:  The issue is still not resolved.  Although ***** did mark my August bill of $255.54 paid in full "as a kindness", he said that I needed to pay $180.00 today for the September bill.  It is not even generated yet, but he said that when I call to pay the bill by Sept 15, then he will give credits to make my bill 180.00.  He said that I will see this in an email that he would send.  I don't know if that $180.00 is just a one time monthly bill, or if it is a new plan to bring down my bill/payment.  

  There is just too much uncertainty when dealing with Brightspeed, that I cannot trust what he tells me he is or going to do with my bill.

   

  
  

  Business Response

  Date: 08/16/2025

  August 16, 2025
  
  
  Re:**** And ******* Houser 
  Complaint ID ********
  Notice of Complaint Filed: July 26, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I will check further with the ************************* and have them contact you to make sure they have you on the correct plan and sort out any billing questions you may have.
  

  Again, we appreciate **** And ******* Houser  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: **** And ******* ******
  

  
  

  Customer Answer

  Date: 08/16/2025

   
  I am rejecting this response because:  It is a copy and paste response from Brightspeed.  They have done nothing to refund me the funds that they demanded in order to restore the internet at my business.  The bill/invoice was not due for another 2 weeks.  I would like my money back.  They have not done anything to lower my bill as she stated in the response to the BBB.  It still came through for about ******, although I have been promised lower rates, I have yet to see them on my monthly bill.
  

  Business Response

  Date: 08/22/2025

  We have turned the complaint over to the ************************* that is to be getting in touch with the customer to discuss billing and refunds due to them.

• Initial Complaint

  Date:07/26/2025

  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.

  I have been a brightspeed customer for 3 years and have had my internet service through them. My last payment was July 8 2025 and they shut off my internet today stating I had no account with them and they couldnt find my information and I would not be getting any of my money back.

  Business Response

  Date: 08/12/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  August 12, 2025
  
  Re: ***** ***
  Complaint ID: ********
  Notice of Complaint Filed: July 26, 2025
  
  Dear Kisis *****:
  
  Brightspeed has reviewed the Better Business Bureau complaint concerning the termination of the customers service and the associated refund request. We have escalated the matter to our billing department to obtain the current status of the refund and are actively working to expedite the process. We remain committed to maintaining open communication with the customer and will continue to follow up until a resolution is reached.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  CC: ***** ***
  CC: Better Business Bureau