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: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
  

• 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 loyal customer with ************/ ********** for forty-eight years and I am disappointed with the decline in their services. I have encountered dishonest customer service representatives, dishonest supervisors and a lack of technical support. My service has been out for three months. After being issued a credit on my bill for the prior month, the next month the billing statement showed that the credit was removed and late charges were added. I contacted a Brightspeed representative and then a supervisor. The conversation resulted in the previous months credit, and another credit being added for the second month due to being without services. I was assured that all of the late charges would be removed. The representatives and supervisors gave me their word and ID number. They also informed me that my services would be restored. My service was not restored and when I went to verify my statement I found that I was issued additional charges with late fees added. This has happened for three consecutive months. I have spent numerous hours on hold in the past three months. Each time I was assured that credits were issued and the late charges were removed only to find out later that nothing has been resolved. My service has not been restored and Brightspeed billing continues to remove the credits and add more late charges. I have documentation of dates, names, ID numbers of the employees, and confirmation numbers. Brightspeed has issued help tickets to restore services but they do not follow through. Brightspeed is not being *** compliant as I have requested services to be restored immediately due to physical disabilities. Missed phone calls for doctor's appointments, missed important tests results, causing issues with two step verification accounts for banks and for Social Security, and being reported as a negative on my credit report are just a few of the problems Brightspeed has caused. This matter needs to be resolved immediately. Thank you

  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 regarding the customers three-month phone outage, lack of credit, and billing dispute. Our records indicate the account is currently suspended, and a billing investigation is underway. We remain committed to clear and timely communication and will continue to provide updates until the issue is fully resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  CC: **** *****
  CC: Better Business Bureau

  Customer Answer

  Date: 08/12/2025

   
  I am rejecting this response because: We have been customers of ****************** for ** plus years.  We have always paid our bill on time.  We received a billing statement that issued a credit.  We called to verify the credit.   The Representatives  and Supervisors have all verified the credit.  We have documentation of all of the names of the Representatives  and Supervisors  with the Supervisors ID numbers.  We also have confirmation numbers and ticket numbers for the waived monthly fees and charges issued by the Supervisors.  We were given the run around and spent countless hours on the phone.  Brightspeed is not being ADA **************** We have no way of contacting 911.  We feel that Brightspeed can't be taken at their word.  We would like this issue resolved with written verification of our requests that we have already stated before the case is closed. 

  Thank you,

  **** and ***** *****

  
  

  Business Response

  Date: 08/15/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  August 15, 2025
  
  Re: **** *****
  Complaint ID: ********
  Notice of Complaint Filed: July 26, 2025
  
  Dear Kisis *****:
  
  Brightspeed has reviewed the Better Business Bureau complaint concerning the customers three-month phone service outage, absence of applied credits, and ongoing billing dispute.
  We appreciate the customers feedback and want to assure them that we are actively working to resolve the matter. The customer may continue to correspond regarding case CSM0257482 by emailing ***********************************************************************************.
  We remain committed to transparent and timely communication and will provide regular updates until the issue is fully resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  CC: **** *****
  CC: Better Business Bureau

  Customer Answer

  Date: 08/18/2025

   
  I am rejecting this response because: Brighspeed issued a credit of $147.55.  I called Brighspeed to verify and spoke to Representative **** and then I requested a Supervisor.   I spoke to Supervisor ****, she assured me that we indeed were issued a credit and had a zero balance with a carry over credit of $4.44 for the next statement date.  At the time, Brightspeed was trending online due to a lawsuit.  Brightspeed was required to issue credits to consumers for loss of phone and internet services.  ************ have been out for over three plus months.  In the three months time I have spoken to and was issued waived fees by Supervisors **** ID# *****,  he waived all fees and issued confirmation # XB20163.  ***** refused to give me an ID , but issued Confirmation #'s ************ and # ************.  ****** issued confirmation # XBO21781.  *** ID# ******* issued confirmation ticket# CS05231057.  I also spoke with ****** ****** ******** **** ****** ****** Yin, ******, ****, and ***** **** pertaining to this matter.  Each Supervisor assured me that all fees were waived at different times when I called to try and get my services repaired..  Then I would receive the next statement with a balance and added charges.  We haven't had any services and still do not have services! Brightspeed is not being ADA **************** My family is unable to call 911 if needed. We need our landline for two step authentication for SS and Banking.  We need internet for health and medical related reporting.  My family has been loyal customers for over 45 plus years.  My payments have always been on time.  3 plus months is unacceptable.  

  
  

  Business Response

  Date: 08/21/2025

  August 21, 2025 
  
  Re:    Better Business Bureau (BBB)
            **** *****
            Complaint ID: ********
            Notice of Complaint Filed: July 26, 2025
  
  Dear **** *****,  
  

  Brightspeed has completed its review of the Better Business Bureau complaint regarding the customers three-month phone service outage,unprocessed billing credits, and ongoing account dispute. In addition, we acknowledge receipt of a related case submitted to the *******************************
  

  Following our investigation, a previously approved credit of $143.11 has been verified and will be applied to the customers account on the upcoming invoice dated August 25. An additional credit of $189.55 will also be issued on the same billing cycle.
  

  To proceed with service restoration, the customer is requested to contact our *************** directly. Once the credits have been posted, any remaining balance will be the responsibility of the customer moving forward.
  

  The results of our investigation have been formally submitted to the Better Business Bureau 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:07/25/2025

  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.

  My house phone has been out since Wednesday I called six times to brightspeed to find out after the work order was cancelled by them that theres an outagemothers in a nursing home Thats the main number I will be calling Monday and dropping them. The exact same thing happened years ago with their internet I ended up dropping them it was supposed to be fixed TODAY FRIDAY JULY 25its not seems Theres alotta states with the same issue not to mention u cant get anyone that speaks good english

  Business Response

  Date: 08/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/07/2025
  
  
  Re: **** *****
  Complaint ID: ********
  Notice of Complaint Filed: 7/25/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer has *************************** the service. There is nothing further we can do.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/07/2025

   
  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:07/25/2025

  Type:Customer Service 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 got an alert today that there were people on my property. I left work and came home to find workers in my yard with my fence partially down. The workers would not immediately identify themselves. I explained that my dog is typically an outside dog and I needed the fence up so that he would be able to use the yard to eliminate his waste. They told me that this is not their problem and if I let my dog out they would call animal control and have him put down. I explained that he needs to use the yard. We got the fence up, the workers out of the yard for five minutes so the dog could go. I notified the them that the dog was secured and they threatened to "accidentally" cut my electric line. This is a friday in **** with temp reaching 91. I called Brightspeed and was transferred many times with no results. 3 calls later and two hours later I got through to a claims rep. **** explained that she does NOT work for brightspeed but would put in a claim for the fence but I am out of luck for the yard work, and that the employees can do nothing. I may hear something back in 2-3 business day. I am not a customer of **********************. I do not know what else to do. My dog needs to go out.

  Business Response

  Date: 08/08/2025

  August 8, 2025
  
  
  Re: ******** Weidner 
  Complaint ID: ********
  Notice of Complaint Filed: July 25, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of claim issues.  If there has been damage to your property I would need you to call ******** at ************ and make a claim for the damages.
  

  We appreciate ******** Weidner  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: 08/08/2025

   
  I am rejecting this response because:
  I have already spoken with claims. Brightsoeed themselves have NEVER reached out. I have spoken with others that sub contract for them. Led pro is attempting to handle this but BRIGHTSPEED has not addressed any part of this.  

  Business Response

  Date: 08/12/2025

  August 12, 2025
  
  
  Re:******** Weidner 
  Complaint ID ********
  Notice of Complaint Filed: July 25, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, ******** is the handling the property damage claim on Brightspeeds behalf. They will be handling all the damage claim information for you.
  

  Again, we appreciate ******** Weidner  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: 08/12/2025

   
  I am rejecting this response because:
  Nobody from sedgewi k has reached out to me inhave filled out complaints and spoken with claims. Nothing has been done by brightspeed. Not one single human from brightspeed has spoken with me. They are not being honest. My yard so far has been handled by my landscaper and my electric company after my power was cut by brightspeed. 

• Initial Complaint

  Date:07/25/2025

  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 mothers home phone and Internet continually go out all the time. This particular time it has been a month since I contacted them two different times they were to come out and fix the system two different times. I waited losing a day Pay both times for the repair man that never showed up. today is July 25 at this time the phone and Internet have been out for a month today, I got off the phone with him and theyretelling me September 19 before anybody can come out here. On two different occasions they tell me a repairman is coming with a repair ticket numberand no one ever shows. I know I am not the only one dealing with bright speed. I know numerous people that *** also had problems and its about timeto go public with these people at bright speed. Something needs to be done. By stepdad is 90 and mothers 83 and at the moment have way to call 911 cell phones do not work in this rural area

  Business Response

  Date: 08/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/8/25
  
  
  Re: ***** ******
  23654098
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a service issue report with landlines for elderly customers.

  We have been searching, however cannot locate an active account with the address provided. The last note we can find shows a cancellation back in December. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy