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:07/25/2025

  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.

  I have trouble with my landline and it happens all the time. There is no service. I have contacted the company, they say they will come out. The day before the appointment, I get a text, confirming, and they don't show up. They say they are on the premises, and the issue will be resolved. They text they will reschedule, the phone is still not fixed and they are not on the premises.

  Business Response

  Date: 08/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/8/25
  
  
  Re: ****** ******
  23653917
  Notice of Complaint Filed: 7/25/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an extended delay in field repair along with poor and misleading communication from our *********** Agents.

  The physical line has been repaired as of 8/1/25. This was after a 6 week outage and delays. 

  Credit will be applied to the account for the time down. We are also, at the request of Mr. ******* reviewing his neighbors accounts to make sure that they have credit applied as well. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  

  
  

• 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.

  Telephone has no dial tone. Brightspeed has emailed about 9 times that a technician will be coming since June 26th 2025. Today is July 25th, no technician. I have called the past 3 days in a row. They say don't worry ( the call center is in ***************) No updates. Just want my phone fixed

  Business Response

  Date: 08/12/2025

  August 12, 2025 
   
  Re:    Better Business Bureau (BBB)
            ******* *** ****
            Complaint ID: ********
            Notice of Complaint Filed: July 25,2025
   
  Dear ******* *** ****,  
  
  Thank you for contacting the Better Business Bureau regarding your phone service outage. Repair ticket WOT2407751 was expedited and resolved on August 6 following identification of cable trouble. The technician installed a temporary cable and confirmed service was restored to the network interface device (NID).
  
  A credit of $74.41 for the service interruption was applied today and will reflect on your September invoice. The findings of our investigation have been formally submitted to the 
  Better Business Bureau within the required 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: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.

  I called on 7/22/2025 to report my mother in laws phone and internet being out. She is 80 years old lives by herself no cell phone service So when her phone is out if she falls she has no way to call. I was told I would receive a text on the 23rd with her appointment date for a tech to come out. Well no text. So I called and was told on the 23rd give them time. Ok so here it is the 25th and nothing so I called again. And was told the same thing again that I would receive a text there is nothing they can do.

  Business Response

  Date: 08/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/8/25
  
  
  Re: ****** ********* (for *********, *******)
  23653442
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the dispatch timeframe for repair on her mother's phone service.

  We have made contact and retrieved the mothers information to get this escalated. We are waiting on a new sooner date by our field and dispatch teams. 

  Please keep this open until we have confirmation of a new date. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 08/14/2025

   
  I am rejecting this response because:

  23653442 Past ticket number that was filed and closed before I could respond because they was suppose to come fix her phone today! Guess what they didnt show up! I called all day oh ur technician is on his way! Which I knew was a lie because they always message in the morning and give u a 4 hr window! Well today, nothing until I called oh he will be there soon then this afternoon hes not going to make it! After she sit around all day waiting on him! I have never in my life! She is 80 and no way of calling out because of where we live at!

  Desired Resolution:

  Repair

   

  
  

• 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 MOM'S LANDLINE IS OUT AGAIN. THE LAST BBB REPORT WAS DATED JUNE 10, 2025 MY MOM IS 81 YEARS IKD AND TERMINALLY ILL WITH CANCER - AND DYING. HER LANDLINE AGAIN IS OUT FOR THE 2ND TIME IN THE PAST 6 TO 7 WEEKS. BRIGHTSPEED REFUSES TO GET THIS FIXED AND HAS BEEN AN ONGOING ISSUE FOR YEARS AT THIS SENIOR LIVING FACILITY WITH 4 PLEX UNITS.SHE DOES NOT HAVE A CELL PHONE AND CANNOT UNDERSTAND HOW TO USE ONE, I HAVE TRIED.....PLEASE MAKE BRIGHTSPEED FIX THIS ONGOING ISSUES.

  Business Response

  Date: 07/30/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/30/25
  
  
  Re: ***** Smith 
  23653333
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an interruption to the landline phone service for elderly customer with need for emergency call outs.

  Our field team resolved on 7/26/25. The issue was due to a cable cut that disrupted the services in the area. 

  I made contact on 7/30/25 to verify that the services were still working and if there were any other issues that I could assist with. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/30/2025

   
  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. 

  NOTE - However, spending hours on the phone with offshore CS that NO nothing about our area.....is a waste of my time.  This has been an ongoing issue for years.  Her phone went out last August 2024 - then June 2025 and it was an internal switch with IT that was changed....?????  Then I was on the phone 07/2025 for 5 hours before finally getting a 07/26 guy out there to then tell my mom and I it was a cut line miles away from here....so AN OUTAGE that no one in Brightspeed knew anything about.  Wow!!!
  
  Thank you. 

  
  

• Initial Complaint

  Date:07/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2024 the *** modem/router that I was leasing from Brightspeed (formerly ************) ceased functioning. I contacted Brightspeed about obtaining a new modem since it was their equipment, and had failed. After an extremely long tedious and time wasting process that included me having to take a video of the modem not working they agreed to send me a new modem, but only with an increase to my monthly equipment lease fee. The only reason I leased equipment was with the notion that if it failed they would send me a new one and I would not have to be responsible for sourcing replacements myself. Recognizing that I have already paid for the modem numerous time over I elected to purchase my own equipment from ****** instead of leasing. I obtained a shipping label from Brightspeed and returned their failed modem at my local *** store. Unfortunately however they continued to charge me $12 every month for "Retail Base Router Lease". I have had numerous phone calls, and chat sessions with their customer service. I have been promised multiple time that they have entered tickets and will have the charge removed, yet it is still there every month. Today the *** tried to convince me that they were doing me a favor by charging me $12 because it is saving me $6. He also made me aware of the fact that they are charging me for a landline phone that I had canceled and ported the number to a cell carrier back with ********************** was transitioning to Century Link. I have not yet been able to calculate how much I have paid for that unauthorized service. Brightspeed has lied to me numerous times, wasted hours of my time, fraudulently charged me for services and equipment that they have not provided and that I did not authorize. I have been far too patient trying to resolve this issue using the channels they have provided and they have done nothing. I expect to be refunded 100% of the modem lease fees going back to May 2024, and for the landline fees.

  Business Response

  Date: 08/04/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ***** *****. Following a thorough review of the account, ****************** confirmed that a duplicate FCC complaint has been filed by ***** Brown with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to ***** *****.
   
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 08/04/2025

   
  I am rejecting this response because:
  I have not received a response from the company.

   

  *****

• 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.

  About a week ago, Brightspeed installed a new line for my neighbor. They have left it over a week laying in my yard and across my driveway. I reached out to Brightspeed customer service via chat and they were less than helpful. I was told that they created a ticket (NCCS05333270) and that they will be out on 7/28. I advised that that was unacceptable as it has been over a week that this has been laying across my driveway and in my yard. I asked what they were going to do to compensate me for my frustrations since they aren't willing to do anything and they said there was nothing they could do. They told me there was nothing they could do and to contact their developers at another number so I called that number, waited on hold and then was disconnected. This is making it extremely hard to mow my yard and the line is going to end up getting damaged. Please help me get this resolved with this sham of a company. I am also filing complaints with the *** as well as the ****************************************.

  Business Response

  Date: 08/06/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/06/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 7/25/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the unburied cable. Our field team was able to bury the cable on 7/28/2025. ***** ******* confirmed the issue is resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• 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.

  I have internet service with Brightspeed. On 04/22/2025 my internet stopped working. On 04/28/2025 I reported the outage by phone call. They said they could not get a technician out until 05/16/2025. On that day, no one showed up and I received a text saying they were re-scheduling for 05/20/2025. No show again. At this point I am still being charged for services that I have not had for a month. I spoke to someone on the 30th and they promised to give me a credit and said a technician would be out on 06/04/2025. Again, no show for the technician. I call and they say they can not get anyone out to my house until 07/20/2025!!! That day comes around and you guessed it, no show. Re-schedled for 07/22/2025, receive a text where they cancel and reschedule for 07/24/2025. I speak to them again and explain how I have been taking off work and they are no shows. They promise when they come on 07/24/2025 it will be after 4pm. I came home for lunch and a truck was at my driveway...He says that he will have to put a work order in due to damage he found at the road. He says they will text me. Nothing. I call again and they say no order just notes of cut wires and that the tech can't put work orders in...At this point I have not received a credit to my bill and I am being charged for services still withZERO service. When I call they act like they have no notes of my account and want to troubleshoot my modem. I am at a loss of what to do. They are the only internet provider for my house and they are not trying to help me. This has caused me so much stress. My cell service is not strong and I depend on my internet do video chat with my grandbabies who live hours away from me. I am hoping you can please help me to get service restored and financially reimburse for the charges of service not provided.

  Business Response

  Date: 07/30/2025

  July 30, 2025
  
  
  Re: ******* Sowell 
  Complaint ID: ********
  Notice of Complaint Filed: July 25, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair and credit adjustment issues.  I have a technician scheduled to come out on 7/31 in the morning time slot to address your internet issues. Credits will be applied to your account once service has been redstored.
  

  We appreciate ******* Sowell  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:07/25/2025

  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.

  I first experienced an internet shi outage on July 7. I have repeatdfly contacted BrightSpeed customer service to fix the problem . I have tested and restarted my modrm daily and have checked all connections. Brightspeed customer service checked the outage out remotely and agreed that it wss an external problem. Since that tind I have repeadly called by phone for repair of my outage. Reoair was scheduled twicd but the repair service man did not call me and never showed up. Most recently this occirred on Wednesday, July 23..I calked sgain today and was told the earliest they could assign a rrpairman to repair the outage was July 7th!!! This is a full month after I first reported it!!I own a small business and use my PC to send and receive important contracts and invoices. Their inability or indifference to ny outage is now costing md money as I am sitting on contracts and invoices ranging in value from $20,000-300,000 each- or more.I have explained this to their customer service people clearly, but no rrsponse. I desperately need help..

  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 internet service. We have escalated the repair ticket. The ticket is due to be completed by 8/12/2025. The customer has been advised. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• 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.

  I called Brightspeed on 7/17/25 Phone has bad static and cannot call out or can't call ***** ticket date to be fixed is 9/4/25 49 Days I have to wait to get this fixed. Can't accept faxes which I need every day!!!!! My computer and printer are connected for a reason so now I can't do anything and this is disrupting my day to day business. This has happened in the past as well and they were able to fix at their remote location. Can't understand the length of time I have to wait.Ready to switch companies!!!! Brightspeed is in our area trying to promote new customers!!!I would appreciate your help in the matter Thank you,***** ***********

  Business Response

  Date: 08/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/08/2025
  
  
  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 and the repair due date. We were able to move the repair date to 8/11. I will follow up with the customer after the repair completes.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/09/2025

   
  I am rejecting this response because:

  they have now cancelled my appointment on Monday 8/11/25

  without correcting the problem  

  I will not be paying my bill for these days out of service.

  action needs to be taken 

  
  

• Initial Complaint

  Date:07/24/2025

  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.

  Long distance service has been out for over 30 days with no resolution in sight. Call, emails, and chats have had no results at all. The only response give is "we will send out a tech to check" The long distance service building located in ********** burnt to the ground in early June.

  Business Response

  Date: 08/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/07/2025
  
  
  Re: ***** Thate 
  Complaint ID: ********
  Notice of Complaint Filed: 7/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the long distance. The customer has a repair ticket due 8/12/2025. I will follow up with the customer after ticket is complete.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy