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:05/19/2025

  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 landline phone service was cancelled in January 21, 2025 and had a zero balance, yet they continue to bill me for no service. The account was in my deceased husbands name, ******* *****. When I call they give a confirmation number that it has been cancelled and yet now they have doubled the amount due each month and continue to bill. The amount increases by about $15 -26 each month and then I call and spend two or more hours on the phone and they say I have been credited and will receive no more bills. I have dates, people spoke to and confirmation numbers that they provided but they are still billing me and trying to send to credit collection companies. Spoke to ******, id# *******, last on 5/7/2025 said no more bills , no money due, will send confirmation letter. No letter was received and now they have doubled the bill received May 2025. We need the account balance zeroed out, cancelled, all credit reports corrected, and no more bills sent, and a letter confirming all is good.

  Business Response

  Date: 05/30/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 30, 2025
  
  
  Re: ***** *****
  23347153
  Notice of Complaint Filed: May 19, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding her billing concerns. Upon review, the account was *************************** as requested. The additional charge after the service was disconnected was for a long distance plan that was billed in error. The charges were removed at the beginning of May when Ms. ***** spoke to a representative.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: ***** *****

• Initial Complaint

  Date:05/19/2025

  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.

  While working on phone lines bright speed disconnected an active phone line and are refusing to correct the issue in a timely manner

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Re: Better Business Bureau (BBB)
  ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: May 19, 2025
  
  Dear ***** *******,
  
  Brightspeed has reviewed your BBB complaint regarding the unintended disconnect of an active phone line and the delayed resolution. We attempted to contact you by phone on 5/21 at ************ and via email at ******************** on 5/21 and 5/23 but have not received a response. Given the lack of communication, we are assuming the issue has been resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** *******

• Initial Complaint

  Date:05/19/2025

  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 had little to no phone service or internet at my home. Im on call at my work at sewer plant.i have to leave in my camper at camp site to get phone service. We ask them when its going to be fixed they say not for weeks. But they want reduced my bill at all and I have had phone service or internet. There only one where I live at for phone service

  Business Response

  Date: 06/02/2025

  BBB of **********************************
  **********************
  ******************
  
  
  6/02/2025
  
  
  Re: **** ******
  Complaint ID: ********
  Notice of Complaint Filed: 5/19/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. I have attempted to contact the customer and I have not been able to reach them. The information provided in the complaint is not associated to an account. I will tray again to reach the customer at the contact number. I have also sent them an email. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:05/18/2025

  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 had Brightspeed fiber service installed on 5/14, and all was functioning well. However, four days later on 5/18, the service stopped working. After following the standard troubleshooting procedures given by the support representative, they scheduled for a technician on 6/5, leaving 17 days without service. This is an unacceptable amount of time to wait for a technician. As a result I am unable to trust their service. I would be more understanding if there was a major weather or other event causing disruptions, but I am not aware of any in my area. I have been left without service and will have to pay for another service until a technician can visit. I would highly recommend that people take this under consideration before signing up for their service. Brightspeed seems unable to guarantee reasonable service and technical support. I would cancel their service if they would allow me to.

  Business Response

  Date: 05/30/2025

  Dear Kisis *****,

  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. Our technician is scheduled on to restore the internet service.

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 06/03/2025

  I appreciate the representatives reaching out to me regarding this matter. However, I have been unable to accept their recent phone calls I have received during the day to respond, and was unsure how to contact them further.

  My issues with the service persist. While the full outages which prompted my initial request have seemingly been fixed, I now experience periodic extreme slowdowns to unusable levels. Speed tests indicate speeds down to **** 1 Mbps during these times. This happens at random every day when I am at home. I am unsure how long they last since I most of the time switch to my cable provider to continue since the speeds on Brightspeed are unusable otherwise.

  While I never fully disconnect, as a result I have found the Brightspeed service to be unusable in my time with the service and continue to use my cable provider as my primary internet connection.

  Lastly, in my last conversation with the online representatives, I asked for my service to be canceled. They offered another free month, and I accepted hoping to see enough improvements which would allow me to continue on the service. However, it shows I will be charged June 15th, which is not what the representative told me. I would like to know if will be charged for the month as is indicated on my account.

  Thank you for your time and willingness to respond to me questions and issues.

  Business Response

  Date: 06/06/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/06/2025
  
  
  Re: **** ******
  Complaint ID: ********
  Notice of Complaint Filed: 5/18/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. I was unable to reach the customer to troubleshoot the speed issue. I will try again next week. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:05/18/2025

  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.

  Our business has been with ************ for years until BrightSpeed took over Century Link! A sales *** from BrightSpeed contacted us back in December 2024 and ask for contract renewal! He created a new account for us, however he did not transfer our business phone number over to new account nor deleted the old account! End up we have been receiving two monthly bills for one service! We have been paying the bill under new account! But on May 15th, our business line was disconnected without authorization! To port in the business number to our new account would take 10 days! For small take out restaurant like us, 10 days without phone line means a huge loss! I have tried to solve the issue with BrightSpeed for 4 days now but every day is a different kind of story! Wished we never renew the contract with BrightSpeed! What a nightmare!

  Business Response

  Date: 06/04/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  June 4, 2025
  
  
  Re: ***** ***
  23346314
  Notice of Complaint Filed: May 18, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ***************** and billing concerns. Upon further research, we escalated the concern to our business specialists. We followed up with Ms. *** and she confirmed that her business phone number is active and working. A billing correction credit has been issued on the account, and we have advised Ms. *** to reach out to us anytime if she has any questions or concerns in the future.
  
  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.
  

  Special thanks to Irish R & ****** S
  
  Thank you. 

  
  

• Initial Complaint

  Date:05/17/2025

  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.

  On January 21, I had got fiber Internet and a technician came out to set it up, he said that it wasnt available in myarea that he had to cancel it and issue a refund. Three days later I got the refund and on January 27, I was able to get the *** service.I have not received a bill, but money taken off of my card. I never received a bill on February, and then March I received a bill and they took $50 off of my car by March 7 by March My bill was cut off due to them saying that the account was in past due balance I called up there they straightened out the **********************Fi was restored within 24 to 48 hours. There was a problem with the modem and they couldnt get it to connect to their Internet so they had a technician come out on March 20th at 8 AM and was there 2:29 pm trying to fix my services. They gave me a new account number modem password. Everything was working fine and then in March 27 I got message that if my bill wasnt paid, my services will be disconnected. I called back up there. They said that it was a misunderstanding that were going to put a hold on disconnecting my account and pause of payment so they figured out what the error was that was popping on my account that was giventhem such a hard time to find my bill or my payment. I got a call back from a representative saying that my account was up-to-date and that my April bill will be credited due to the misunderstanding their behalf and the problems Ive been in so much with the Internet to begin with. By April 27 I got another message from them saying that-my bill was past due $159 and that if it wasnt paid right away that they were cutting my services off. I made another call up there and they told me that that was an auto generated message to ignore it. My bill was fine. My payment or billwill be out May 4 . May 1 my Internet was cut off and Ive been getting the runaround ever since about getting it turned back I have multiple ticket numbers & messages. Still no WiFi and no answer

  Business Response

  Date: 05/29/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  May 29, 2025
  
  
  Re: Chekendrea Battle
  Complaint ID: ********
  Notice of Complaint Filed: May 17, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed reviewed the BBB complaint about internet service issues. Acct # ********* was *************************** due to non-payment since 3/7/25. Fiber was unavailable, so a new copper account (# ********** was issued but remains inactive, showing only billing with a past-due balance. As the customer transitioned from prepaid to fiber and back to copper, billing requires investigation. The review is ongoing, and I will continue to follow up until resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: Chekendrea Battle

• Initial Complaint

  Date:05/16/2025

  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.

  Last year in the middle of the year, I noticed I would get late fees on my statement. They would charge $18 for the late fee. I contacted them about the late fees and a *** said that they would take care of it, and I can send in my check to pay my bill. I sent my check via ****. When I would next check my statement, there would be another late fee on it. I feel like this is not my fault, because I'm at the mercy of ****' mailing process that is slow. I should have the late fees waived, because of this.

  Business Response

  Date: 05/20/2025

  BBB of **********************************
  **********************
  ******************
  
  
  May 20, 2025
  
  
  Re: ******** Fabonis
  23337838
  Notice of Complaint Filed: May 16, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding his billing and late fee concerns. If we do not receive a payment by the due date, a late fee is automatically applied to the next statement. When mailing in the payment, there is a chance it can be delayed by ****. To avoid the chance of the payment arriving after the due date, a payment can be made over the phone through the automated system or online via quick bill pay. We also offer autopay, which would draft the payment automatically each month. 

  
  As a courtesy, we credit one late fee a year. Upon reviewing the account, we have credited 5 late fees in the last year. Unfortunately, no additional late fee credits will be able to be adjusted going forward. His billing statement is usually due between the 3rd and the 7th of the month, depending on the number of days in the month. If he continues to mail in the monthly payment, we recommend mailing it 7-10 business days before the due date to ensure it arrives on time. 

  
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******** Fabonis

• Initial Complaint

  Date:05/15/2025

  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.

  1. The folks originally came to install in a bright speed vehicle. Then the original installer came and said he was working for bright speed to install the wire. Later the wire was cut by a neighbors contractor (Feb 6, 2025) so bright speed came again to lay a wire on the ground a couple of days later. This was months ago and its still laying on the ground. I noticed after it rained that water was pooling up behind my house. I traced back to one pipe that was damaged underground (its a gutter drain pipe). There may be other areas because the ground is saturated when it rains. I fixed one area myself because I could never get anyone to respond to me. 2. Attached some photos 3. I spent 90ish dollars and my own time to repair one spot but Im not convinced its totally fixed.4. The cable got cut by mover again today due to laying on the ground. 5. They will not call me back despite multiple attempts.

  Business Response

  Date: 05/28/2025

  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. Our technician was able to make repairs and restore the internet service. The customer confirmed the problem is resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:05/15/2025

  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.

  trying to cancel my service with brightspeed, I have called 11 different phone numbers in the last 2 days and have been on hold with them at least 1 -2 hrs each time after that they disconnect the line. I have also tried to cancel service on their website, but they tell you you can only cancel via phone calls. but they will not answer the phone. i have filed a complaint and suit with the *********************************** also and my next step is to file a lawsuit with the attorney general of Ohio. All I want to do is cancel my service with this company and can not do it.

  Business Response

  Date: 05/16/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 16, 2025
  
  
  Re: Mid Ohio **********************;******** Refrigeration Inc
  23332938
  Notice of Complaint Filed: May 15, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding their service disconnection request. Upon review, the *** complaint they filed on 5/1 did not mention service disconnection, it was regarding their billing and payment concerns. They stated that they received a bill for $263.83, but the bill was for a payment that was never applied to the account and they provided proof of payment. 

   

  A disconnect order was issued on 5/15 and completed on 5/16. Their account with ****************** is closed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: Mid ***************************;**************************

  Customer Answer

  Date: 05/20/2025

   
  I am rejecting this response because: i have not received as of today 5-20-25 an email to us with the return label for the modem that they told me they would send. the email give to receive this return label is ************************* and we have received nothing
  

  Business Response

  Date: 05/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 28, 2025
  
  
  Re: Mid Ohio **********************;Mid Ohio *****************
  23332938
  Notice of Complaint Filed: May 15, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding their service disconnection request. The prepaid return label is accessed online at **************************************************************************************************************;
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Brightspeed Customer Advocacy
  
  
  CC: Mid Ohio **********************;Mid **********************

• Initial Complaint

  Date:05/15/2025

  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 been a Century Link/Brightspeed Customer for 23 years.Starting on the morning of April 26th 2025, my internet service went down. I contacted Brightspeed Repair and spent 1&1/2 hours troubleshooting the issue. I could see the both DSL Lines were showing "Line Status: Poor". The next available opening for a technician was May 15th 2025, with absolutely nothing sooner.Brightspeed sent an email on the evening of April 26th stating the issue was resolved; see below.Service Issue Resolved Our monitoring systems have identified and resolved your service issue. Please click CANCEL if your issue is now ************** CONFIRM if you still need a technician,Or, click RESCHEDULE if you need to change your appointment.Please do not respond to this email. Replies to this message are routed to an automated system. If you have questions or need to reach us for any reason, please [**************************/help/contact]click here.Sincerely,Your Brightspeed Repair Team Appointment Details Wednesday 05/14 between 08:00 AM and 05:00 ******'ll be notified when a technician is on the way.Your repair ticket number is *******.The issue was not resolved.I patiently waited at the house for their arrival and finally used the "Where is my technician" to see that the ticket was updated for a repair date of May 30th; there was no attempt to come onsite nor inform me of the change in repair date.I have contacted Brightspeed multiple times in an attempt to troubleshoot the issue and explain my frustration with the outage and no availabilty for a sooner repair date.There is no documentation on why the technician scheduled for May 14th rescheduled the appointment to May ******* appears that there is a bad pair of lines from Brightspeed's junction box to my home.I am in desparate need of my internet and have been more than patient.If this is the best that Brightspeed can offer in terms of customer service, I advise all to stay away from them.Respectfully,JGS

  Business Response

  Date: 05/29/2025

  BBB of **********************************
  **********************
  ******************
  
  
  5/29/25
  
  
  Re: *** & *** **********
  23332942
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the service interruption and delays on repair.

  I do apologize for the continued delay. The earliest date I was able to get a commit for is tomorrow, 5/30/25. 

  I will be following up to ensure that the services are fully restored after the field visit has been completed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy