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:05/24/2025

  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 5/10/25 a Spectrum contractor installing cable damaged underground Brightspeed phone/internet lines that took out service to our whole neighborhood. After multiple calls to Brightspeed requesting repair, as of 5/24/25, we still have no phone or internet service with a service date of 7/2/25 given. That is unacceptable. This is impacting a complete neighborhood of Brightspeed customers. Can you help resolve this sooner? Thank you.

  Business Response

  Date: 06/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/5/25
  
  
  Re: ****** & ******* *******
  23374919
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the repair interval for a cable cut.

  We are still trying to get the services in this area restored as there were multiple cable cuts / outages reported in the area. 

  We will update again as soon as we can. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 06/07/2025

   
  I am rejecting this response because:
  We have seen no repair work being done in our neighborhood, nor have we received any communication from Brightspeed. After chatting with Brightspeed today, they changed our repair service date from 7/2/25 to 6/17/25 which is an improvement. We are hoping our service, and that of our neighborhood, will be restored and working satisfactorily at that time. 

  Business Response

  Date: 06/14/2025

  BBB of **********************************
  **********************
  ******************
  
  
  6/14/25
  
  
  Re: ****** & ******* *******
  23374919
  Notice of Complaint Filed:5/25/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the dispatch delays in the area. 

  While we understand that the fields work may have not been in the immediate area, we are going by the reports that are provided. This also correlates with the details in the original complaint that "  This is impacting a complete neighborhood of Brightspeed customers".

  The dispatch is due 6/17, as stated. This was changed on 5/22/25.

  We will continue to monitor for any issues or delays that may occur and work to make sure that the field appointment is met.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 06/14/2025

   
  I am rejecting this response because:
  Brightspeed has not yet been out to restore phone and internet service to us and our neighbors. One incorrect statement they made in their response is that the service date was changed to 6/17/25 on 5/22/25. It was actually changed from 7/2/25 to 6/17/25 on 6/7/25 via chat on their website. We won't be able to mark our complaint as satisfactorily resolved until Brightspeed restores our service and it is working well again. 

• Initial Complaint

  Date:05/22/2025

  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 am trying to close my account but I am unable to get ahold of them to do so. I have had tried calling a couple of times. After 15 minutes of being on hold, it disconnects me. I am unable to use the chat function as I am required to call the number to cancel my account.

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  Re: Better Business Bureau (BBB)
  ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: May 22, 2025
  
  Dear ******* *****,
  
  Brightspeed has thoroughly reviewed your Better Business Bureau (BBB) complaint regarding the issue with disconnecting your service. Order #********** was successfully processed and completed, with service disconnection finalized on May 23, 2025. 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:05/21/2025

  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.

  Complaint Against Brightspeed Ongoing Unauthorized Charges and ********************* I am filing this complaint due to continuous and unacceptable billing practices by Brightspeed. For several consecutive billing cycles, I have been double charged for my service. Despite reaching out multiple times to their customer support, the issue remains unresolved.Their customer service is extremely difficult to work withlong hold times, lack of follow-through, and representatives who often seem untrained or unwilling to assist. I have formally revoked authorization for Brightspeed to charge my account, and I have documentation to support this request. However, they have continued to charge me without consent, which I believe is a violation of consumer rights.Ive had to dispute these charges with my bank and spend countless hours trying to correct something that should never have happened in the first place. This is not only frustratingit feels deliberately negligent.I am requesting the following from Brightspeed:A full refund of all unauthorized charges A written confirmation that my payment method has been removed from their system A guarantee that no further unauthorized billing will occur I also request this issue be formally investigated and documented by the BBB, as it appears to be part of a larger pattern based on similar complaints.

  Business Response

  Date: 06/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 3, 2025
  
  
  Re: *** ******
  23362714
  Notice of Complaint Filed: May 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding his billing concerns. His service was disconnected as requested on 5/21/25. A refund of $79 was issued on 5/12/25. There has been no additional charges since the last processed payment on 5/11/25.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: *** ******

  Customer Answer

  Date: 06/03/2025

   
  I am rejecting this response because:
  They lie. They charged me on the 21st of May and I canceled the very day after attempting to resolve this issue abd getting nowhere. No wonder they have countless begative revuews because of their unauthorized billing and they way they defraud people. 

  Business Response

  Date: 06/11/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  June 11, 2025
  
  
  Re: *** ******
  23362714
  Notice of Complaint Filed: May 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding his billing concerns. We have attached a screenshot of the last 2 transactions on his account. A payment was withdrawn on 5/11, and a refund was processed on 5/12.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: *** ******

  Customer Answer

  Date: 06/11/2025

   
  I am rejecting this response because: again they charged me in 5/21 and have not refunded. They charged me twice earlier in the month which they did refund but still have not refunded me for the charge on 5/21 attached is my bank account showing they charged me. This company is the most corrupt fraudulent company around. They lied and continue to lie. We want our refund. Period. 
  
  

  Business Response

  Date: 06/16/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  June 16, 2025
  
  
  Re: *** ******
  23362714
  Notice of Complaint Filed: May 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding his billing concerns. We have attached a screenshot of the last 2 transactions on his account. A payment was withdrawn on 5/11, and a refund was processed on 5/12. Mr. ****** is saying that there were 3 payments withdrawn in May- 2 transactions earlier in the month of May, plus another transaction on 5/21. We would need him to provide proof of the 2 payments that were processed earlier in May for the payment investigation. According to our records, there was only one payment processed in May.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: *** ******

  Customer Answer

  Date: 06/18/2025

   
  I am rejecting this response because:
  

  Attach is the banks statement showing three different charges from Brightspeed. 

  
  

  Business Response

  Date: 06/23/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, ** 28105
  
  
  June 23, 2025
  
  
  Re: *** ******
  23362714
  Notice of Complaint Filed: May 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding his billing concerns.

  Upon further investigation, the transaction he is referring to on 5/13 is a credit where Brightspeed issued the refund back to the original payment method. In the screenshot attached, it says 'Debit Card Credit', instead of Debit Card Debit. No further action has been taken.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: *** ******

  Customer Answer

  Date: 06/23/2025

  I am rejecting this response because: I am done dealing with this company. The fact that they are still in business and do what they do is outrageous. The first two charges were credited back; that was not. No one is disputing the earlier charges; that was not. No one is disputing the earlier charges. It is about the charge that this company recharged me on 5/21; not sure how hard that is to understand. They refunded me from earlier in the month and then when 5/21 came around they charged me again; they admitted to it. Yall gave my statements so not sure why you have insisted on the earlier months' charges; those were refunded, no one questioned those, but you turned around and recharged me on 5/21. Amazing how this corrupt, deceitful company will do everything but the right thing; they will go to great lengths to not correct what they have done. These types of companies and the 1000s of complaints speak to what type of company they are. I wish I would have known, but I will ensure everyone knows of my experience, including social media platforms and our radio broadcast. This is disgusting behavior from a company.

  Business Response

  Date: 07/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 1, 2025
  
  
  Re: *** ******
  23362714
  Notice of Complaint Filed: May 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding his billing concerns.
  Upon further investigation, the transaction he is referring to on 5/13 is a credit where Brightspeed issued the refund back to the original payment method. In the screenshot attached, it says 'Debit Card Credit', instead of Debit Card Debit. No further action has been taken.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: *** ******

  Customer Answer

  Date: 07/01/2025

   
  I am rejecting this response because:
  They keep referring to 5/13 I was charged on 5/21 no refund was given for that unauthorized charge. The earlier transactions in the month was refunded but not the charge on 5/21 they are the most deceitful company ever.

  Business Response

  Date: 07/07/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  July 7, 2025
  
  
  Re: *** ******
  23362714
  Notice of Complaint Filed: May 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding his billing concerns. Brightspeed is researching the payment in question, and will provide an update as soon as it is available.
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: *** ******

  Customer Answer

  Date: 07/07/2025

   
  I am rejecting this response because:
  As you can see its the same generic message. At this point all ww can say is good luck we probably will never get it resolved. They intenionally misrepresent and deflect on taking responsibility. Depending on this resolution oe not we are preparing potential litigation bevsuse irs now a matteeof principle. They havecaused us damage becayse if their lackbof integrity makes me sad tjat a company would behave in this tyoe of ongoing deciet.

• Initial Complaint

  Date:05/21/2025

  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.

  Since April 18th I have not had internet connection or landline phone connection through CenturyLink/Brightspeed. I have called and was scheduled for 2 appointments, in which a technician was supposed to come to my house. No one showed up those 2 days. Never received a phone call. I have called April 20, April 28, May 1, May 3, and May 21. This has not been resolved. They do not provide any further information when I call other than a technician will be sent. I have yet to see a technician and I continue to receive a bill for internet and phone services. My house along with others behind me are experiencing the same issues. They have experienced the same with customer service. This is absolutely ridiculous and the worst customer service. I need a technician out here immediately considering I am paying for internet and a phone I cannot use.

  Business Response

  Date: 05/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 28, 2025
  
  
  Re: ***** *****
  23361724
  Notice of Complaint Filed: May 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************* outage concerns. Upon review, we completed the central office repairs on 5/22, which restored the service. A service outage credit was issued for $125.87, 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:05/21/2025

  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 get my internet feed from a company called brightspeed ( which used to be centurylink) my internet went out a month ago 4/29/25 i called and spoke with a **** from brightspeed and they said they would have a tech come to my residence and try to locate the problem on 5/20/25 a month of waiting. i called again on 5/19/25 to verify that a tech was coming out and they replied yes. Well the tech never showed up, i texted brightspeed on 5/20/25 to find out why the tech didnt show up, they gave me a run around story that i didnt have a repair ticket and it was an outage problem which is one and the same to me. So as of 5/20/25 the created a repair ticket # INCS03226054 and advised a tech. would be out to look at my problem but not until 6/17/20 another month of waiting. I would expect a little better customer service than this. I live in a rural area and have no other options beside satelite internet which i was advised it wasnt very reliable. can you help with getting a repair man out to solve the problem.

  Business Response

  Date: 05/31/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/31/25
  
  
  Re: ***** *******
  23360611
  Notice of Complaint Filed:5/22/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding service outages and delays in technician contact.

  We do apologize for the continued delays. Our field teams are working to resolve two posted outages in the area affecting this and other customers in the area. They are currently hoping to have this resolved by 6/2/25. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:05/21/2025

  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 am still dealing with intermittent internet. It takes an act of God to get through to a live person when calling due to the automated system. Now it gives an error message that says error occurred and it disconnects the call. So it requires multiples calls and a prayer to try to bypass the automation.Upon filing the last A.G. complaint and speaking with a ******** W. he was transparent that Brightspeed is prioritizing installing fiber optic; so thats why there are less technicians to service DSL issues. I have not made an appointment because I know largely the issue is that I still only have 10MB of internet, which is exceedingly low data, but that is all Brightspeed could ever offer me. They will not allow me to pay for a second internet line while they figure out when theyre finally going to roll out fiber optic in my area. That would have alleviated much of the issues that Im still having as we have a security system that takes up a majority of the 10MB alone.The last I was told when I asked for an update from Brightspeed field engineers regarding the fiber optic in my area; I was told October/November of 2024 that it should be available. Then it got pushed to March/April of 2025. Were nearly into May and I have seen or heard nothing.I am asking for transparency as we have been a customer for nearly 17 years at this point. Calling customer service does nothing, because they do not have access to any updates within my local area. Can you please provide an update on what quarter fiber optic will finally be available? Will it even be in 2025? Can you please provide an honest update?I spoke with ***, a manager on 4/18 at 4:15om after speaking with a customer service representative. Unfortunately she did not have any updates on when fiber optic would actually be available in my areas.

  Business Response

  Date: 05/29/2025

  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding fiber availability. I wanted to let you know that your address is indeed part of our build plan for the Fayetteville market. The network design is complete, and we are currently awaiting permit approvals from *********** EMC and *****. While it's difficult to provide an exact timeline due to the nature of the permitting process, we expect service to be available at this location sometime in 2025.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ***** K
  Brightspeed Customer Advocacy

   

  Customer Answer

  Date: 06/01/2025

   
  I appreciate the update regarding the fiber optic. However, I am rejecting this response because: I still need resolution regarding the intermittent internet issue.. Can anyone from Brightspeed fix the intermittent internet issues? If so, can you please advise of a solution?

  Respectfully,

  **** *****

  
  

  Business Response

  Date: 06/05/2025

  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding intermittent issues. I have contacted the Tech Support Team to run a test and contact you if it is testing trouble. I would recommend in the future to contact us when you are having the issue so we can test the service at that time.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ***** K
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 06/05/2025

   
  I am rejecting this response because:

  I have contacted Brightspeed numerous times in the past. I also have made service appointments in the past; and I have been stood up 4 times .

  As it was explained to me by ******** ************** in the ********************* he said that Brightspeed is prioritizing the fiber optic rollout, which means all technicians would be focused on those efforts.
  

  So customers who have dsl and landline phone service would experience a delay in getting a technician to service any issues. 
  

  Also, I do not understand why Brightspeed did not debit my checking account in May of 2025; when I have a cushion of money sitting in that account. I have been signed up for autopay since Brightspeed took over my account in January of 2024. This month (June of 2025) I was debited for the May bill and the June bill in the total of $191+.
  

  It is not my bank (Fort ***** Federal) that would prohibit any charge for autopay. I would appreciate if you would follow up on that.

  Also, I did make a call to the permitting manager through South River as they own the utility poles in my area. Per the conversation: due to the updates to the National Electrical Code as of 2025 standards; Brightspeed is behind in the fiber optic rollout due to not installing some of the fiber in compliance with the code. That has led to a backup in approval of permits as whatever that is not in compliance will need to be; before they can proceed with additional permit approvals.

  i truly wish that Brightspeed was actually transparent with their customers. This is setting a negative precedence. Simple and honest communication goes a long way. Ive been a *********** customer for 17+ years; and now that ****************** has taken over my account; I am very apprehensive about your company. The only reason I havent left yet is that I need a landline phone. 
  

  Sincerely,

  Yuki Moore 

  
  

• Initial Complaint

  Date:05/21/2025

  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.

  Waiting for refund since ******** been in touch with Brightspeed and they keep telling me they are processing my refund but nothing, contacted them 3 times so far

  Business Response

  Date: 06/04/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 4, 2025
  
  
  Re: ***** *******
  23358750
  Notice of Complaint Filed: May 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********* refund concerns. Upon conducting a thorough review of the account, the refund request has been escalated to our offline team. The refund check will be sent through the mail and can take up to 30 days to receive.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *******

  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.  P.s.  Thats what Ive been told four times already, we will see if Brightspeed comes through with this response. Will be waiting for check in mail! 
  

• Initial Complaint

  Date:05/21/2025

  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 lost internet service on 5/12/25. I called brightspeed, was given a repair ticket for Wednesday 5/14. Repair guy showed up, fiddles with the outside wires for maybe 5 minutes, then left. My husband got a text a while later saying there was an outage that was gonna be fixed and internet should be back by the end of the week. The end of the week comes, still nothing. I call again Friday afternoon only to be told theyll make another repair ticket for me. This one was scheduled for yesterday 5/20. They say sometime between 8-5. After waiting around most of the day I get online to check the where is my technician link. It says cannot complete. Why werent we notified of this? Why did I wait around all day and have to find out they werent coming by longing in to the account??? I know they have mine and my husbands phone number but we got no notice. They just werent gonna show up without saying a thing. Anyway, I get back on the phone with brightspeed for a 3rd time. This representative tells me its actually a 3rd party company that needs to replace cables that were damaged and they have absolutely no idea when thats gonna happen. Isnt that just awesome?? Weve been without internet for over a week and they have no clue when/if well get it back. This company is a complete joke.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  Re: Better Business Bureau (BBB)
  ******* ***********
  Complaint ID: ********
  Notice of Complaint Filed: May 21, 2025
  
  Dear ******* ***********,
  
  Brightspeed has reviewed your Better Business Bureau (BBB) complaint regarding your internet outage since May 12, 2025. Upon expedited review of repair ticket WOT2174265, we identified a damaged cable between one of our pedestals and the newly installed pedestal. This issue has been successfully repaired. Additionally, a service outage credit covering the period from May 12 to May 30 has been applied to your June invoice.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ******* ***********

• Initial Complaint

  Date:05/20/2025

  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 company upon initial start of work busted waterlines on ***************, granite falls **, *****. Leaving us with little to no water during peak/dinner hours. No one on this road even wants bright speed fiber optics. They have busted water lines all over the county and nothing is being done an except coming out of the tax payers pockets for over time on the county water departments.

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  Re: Better Business Bureau (BBB)
  ****** ******
  Complaint ID: ********
  Notice of Complaint Filed: May 20, 2025
  
  Dear ****** ******,
  
  Brightspeed reviewed your BBB complaint about damaged water lines and provided ********** claims department contact: ************** (opt 1 > opt 2 > opt 1) to file a property damage claim. The investigation results were submitted to the BBB repository within the response timeframe.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** ******
  CC: Better Business Bureau

• Initial Complaint

  Date:05/20/2025

  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 down for 36 hours now and the company keeps promising me they will send a tech, yet one never shows up! Then when I call the call center who is located outside of ***************** because this company is so cheap it cant hire people in the ** it takes and hour to even translate my phone number! Im a work from home Employee and this is the only internet service available to me! They have to do better! They have to have a number to reach the corporate office in the **! They should not be allowed to continue to operate like this in the *************! Please have them reach out to me immediately!

  Business Response

  Date: 05/23/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  <Date>
  
  
  Re: -customer name- 
  (complaint id)
  Notice of Complaint Filed: <date of receipt>
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a service outage on the fiber connection. 

  A field technician made contact on 5/23/25. I followed up with contact to correct programming and verified that services are now working. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy