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:07/24/2025

  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
  
  

• Initial Complaint

  Date:07/24/2025

  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.

  Internet went out on May 16, waited to June 18 for appt. Internet works from June 18 to July 4. Call on July 7, appt scheduled for July 16. Confirm appt by text on evening of July 15. At 8am on July 16 they reschedule to July 23. Call to complain, they tell me a tech was unavailable that day. On July 22, confirm appt for July 23 by text in morning. They text on evening on July 22 to say appt. Has been rescheduled to July 24. Today July 24, they still have not shown up by 2 pm, call help center. They tell me at 12:35 that day technician entered that outage was in area but they couldnt see any outage in my area. *********** contacts local NC state brighrspeed office who confirms that there is no outage in my area and that a tech will still come by that day before 5 pm. Tech never shows and no contact from company either confirming, cancelling, or ending my initial service request. Ive been out of reliable internet since May and just want a tech to show up when they say they will and fix my problem. I cant continue to take days off work and Brightspeed not even show up for an appointment they confirmed with me.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  Re: ****** Trotter 
  Complaint ID: ********
  Notice of Complaint Filed: July 24, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  A tech came out on 8/6 and fixed a loose connection and restored the service and credit a month of service for the down time.
  

  We appreciate ****** Trotter  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

   
  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.

  Brightspeed restored internet access to my home during their visit on 8/6/25. My issue has been resolved. 
  
  Thank you. 

  
  

• 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.

  Internet service goes out daily. Numerous community members have complained daily for the last month about outages. I stopped calling the company years ago because they always tell me they dont see a problem on their end and everything seems fine. At one point we even replaced our phone lines because they convinced us it was likely the problem on our end. That was false. Everyone in our area has issues with this provider. They take our money monthly and gaslight us when we say there is an issue. There is never a resolution. My internet goes out daily. This company is our only option in our rural area and we dont have another option for an internet provider. If we could switch, we would. Our community is sick and tired of being ripped off by paying for a service that is spotty, slow, and not working. It is horrible and something must change.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  Re: ***** ********
  Complaint ID: ********
  Notice of Complaint Filed: July 24, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  There was a recent outage due to wire/pole damage that was addressed that was causing the intermittent internet connection.
  

  We appreciate ***** Campbell  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:07/24/2025

  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.

  At or around 4:45pm cst a solicitor from Brightspeed came by my home. I have a no trespassing/no soliciting sign clearly displayed on the front porch. The individual rang my doorbell twice and when he was ignored he began pounding on the door. My wife opened the door and told the individual to leave but he interrupted her and started pitching. She stopped him and pointed out the sign telling him it was illegal for him to continue. He, again, talked over her and started in about saving her money. She asked him his name and he provided his first name, ******, but hid his badge and would not offer his last name.

  Business Response

  Date: 08/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/2/25
  
  
  Re: *****, Christopher 
  23650304
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding aggressive sales tactics employed by a Brightspeed Sales representative.

  We have escalated this complaint to the director of door-to-door sales to have this address removed from any more sales attempts and the feedback provided for ****** that was the person in contact. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• 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.

  I called and ordered internet from brightspeed internet. the guy on the phone told me to be at my camper from 8 am to 5 pm on july 24th. I sat here all day. at 445 I called Brightspeed, to which they told me they didnt have an appointment. once they found the appointment, they told me that I already had service. I explained it was a campground, and gave them my lot number for a 2nd time. they then told me I had to call back next week to try and make a new appointment. I missed out on ***** an hour for 10 hours to sit here, and get told "oops"

  Business Response

  Date: 08/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/7/25
  
  
  Re: Dyllon Price
  23650094
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a failed installation of Brightspeed services.

  The order MI1100001838 shows that it was cancelled on 7/31/25. 

  The only payment confirmed was a $60.00 deposit that was paid. This will be returned due to the cancellation of the account. 

  We cannot authorize any further credit on this account as there are no other payments received. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• 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.

  I started new internet service over a year ago. I told the company I only wanted internet and after getting high bills I looked at my bills closer and seen a display of a phone and a number with it but no charges beside it. I called to ask why the phone was there and they told me not to worry and that I wasnt being charged for a phone. I asked why my bill was so high just for internet and they said it was from late charges every month. I was getting late charges because of not being able to pay the high payment on time. I found out later the original charge shouldve been $65 a month but they charged me over $200 monthly for almost 2 years. When I called to tell them they made a mistake on billing me for a phone all them months, they admitted it was their fault. I called July 4th and they said they would send a check of $960 and it would take a week. The money never came so I called again and they said it would take ***** days for the check. I called 3rd time and they were rude saying they didnt have information on the check so I talk to supervisor a she said she would make it right but transferred me to another person an he said he would send $540 and hung up the phone on me. I called back a few days later to check again an again they told me they had no information on a refund. I believe theyre trying to get out of paying the money so theyre giving me a hard time. Ive had countless interruptions in my internet service since my first complaint about the charges. I never had that problem before.

  Business Response

  Date: 08/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/07/2025
  
  
  Re: **** ****
  Complaint ID: ********
  Notice of Complaint Filed: 7/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing dispute. At he time the phone service was added the agent sent an order confirmation that showed the price break down of the charges. That was agreed to. Brightspeed also notes on our bills that billing disputes need to be reported within 90 days of the bill. In recent contacts we have issued credits in the amount of $475.97 as goodwill. We sustain our position on the previous bills as legitimate.  I attempted to follow up with Ms. **** but I was unable to reach them. I will attempt again at a later time.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/11/2025

   
  I am rejecting this response because:
  I feel this is not a fair response due to all the over charges that was paid out every month I was overcharged every month for 2 years and charged late fees about every month due to high bills and I could not pay on time. I called several times and was told I wasnt being charged for a phone but continued receiving over $200 in bills every month for 2 years. I would settle with a check sent to me of $500-that would be half of what Im owed. Im just asking to be fair the same as I am with the company. Thank you

  Business Response

  Date: 08/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/15/2025
  
  
  Re: **** ****
  Complaint ID: ********
  Notice of Complaint Filed: 7/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing dispute. At he time the phone service was added the agent sent an order confirmation that showed the price break down of the charges. That was agreed to. Brightspeed also notes on our bills that billing disputes need to be reported within 90 days of the bill. In recent contacts we have issued credits in the amount of $475.97 as goodwill. We sustain our position on the previous bills as legitimate. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/24/2025

  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 canceled my internet service on June 28, 2025. My credit card was charge July 3, 2025, for ************ which was canceled. I've called numerous times trying to get the automatic payment stopped. Each representative states that their records show that my service was canceled; however, they give conflicting information about the status of the automatic payment. The first representative stated she could see that service was canceled but automatic payment was still active. She assured me the draft would be canceled and I would be refunded the amount charged to my card. I never received a credit, so I called again on July 16. This representative told me that the amount charged was for June ******** I told him it wasn't. Then he said it was my responsibility to contact my credit card company to get the draft canceled. I told him the ******************* advised that they could do nothing and to work it out with Brightspeed. He said he would send the complaint to billing and escalate it. He assured me someone would call me within ***** hours. I've received no call. I've filed a dispute with the credit card company and the ***. They are both still waiting to hear from Brightspeed.

  Business Response

  Date: 08/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  July 16, 2025
  Re: ***** *******
  23649159 (complaint id)
  Notice of Complaint Filed: July 24, 2025

  
  Dear Kisis *****:
  Brightspeed appreciates the opportunity to review the BBB complaint regarding The missing refund after to ************* services were cancelled. The payment draft had already entered processing and could not be intercepted. The response to the *** was also filed and In response to the BBB complaint filed by Ms. ******** a refund check has been requested and is expected to arrive within 45 days.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  ******* *.
  Brightspeed Customer Advocacy
  CC: ***** *******

  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:07/24/2025

  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.

  My internet quit working July 13th. A technician was supposed to show up 7/15. Received text that he arrived,which he did not. Called brightspeed and advised that. They said they were sending a new modem that would arrive in 2-3 business days. It did not so I called them again 7/19. They said it was never ordered so it would be there 2-3 business days. Called today 7/24 and they said it will be 2-3 business days, again.

  Business Response

  Date: 08/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/7/25
  
  
  Re: ****** *******
  23648539
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding repeat failed orders for replacement gateway.

  We show that the device was finally received and contact was made on 7/29/25 for setup configuration. 

  Please let us know if there are still any issues with the connection or gateway. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/24/2025

  Type:Sales and Advertising 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.

  Our internet service went out the evening of July 12, 2025, and after spending over an hour online chatting with Brightspeed Sunday morning they ran a line test but would not tell me the result only that they would schedule a technician and if the problem was in the house I'd be billed $149. I asked when they would be out and they replied, Sept 11 between 8-5. I told them that I did not believe that was an acceptable response time and they said they had other commitments and that was the earliest they could make it. I complained online and have been receiving emails nearly every night requesting more information on my issue and account. The latest requested was what is my email address. I've read where Brightspeed has been awarded $5.6 million dollars from the state of ******* to bring high speed internet to the rural areas. Apparently that is the priority of Brightspeed and they do not have resources to service their existing customers.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  Re: ******* Quinn 
  Complaint ID: ********
  Notice of Complaint Filed: July 24, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  Your address had been affected by an outage which was resolved on 7/28. There has been a credit placed on your account for the time of the outage.
  

  We appreciate ******* Quinn  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:07/24/2025

  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.

  First my phone started disconnecting multiple times while talking to people and they would have to call me back, then my phone became completely dead and doesn't have a dial tone at all so I can't use it. I have called for repair on the following dates: June 11, 2025, June 19, 2025, June 23, 2025, June 24, 2025, June 26, 2025 supposed to have a repair person come, they didn't show, June 30, 2025, they said there was an equipment failure so they didn't come, July 1, 2025, they didn't have time to come because they ran out of time, July 2, 2025, supposed to come but said they were fixing cable and would come out next day, never came, July 3, 2025, didn't come because they couldn't get permission from the company they said, said they would come on 7/9, July 9, 2025, didn't come, they said there was no work ticket, said they would come on 7/23. on 7/23 they didn't show, said they had no work ticket, once again said they would come in August on the 14th.

  Business Response

  Date: 08/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/7/25
  
  
  Re: Forest ******
  23645887
  Notice of Complaint Filed:7/24/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the continued issues with the home phone service. 

  We have a new ticket, WOT2617309, placed for follow up contact. We are still waiting for the escalation on this ticket to give us the expedited due date.

  The ticket, placed on 8/1/25, is currently still set to 8/26/25.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  

  
  

  Customer Answer

  Date: 08/09/2025

   
  I am rejecting this response because:  They continue to set up these times and dates to come out to check the phone but never come.  It's a way for them to drag their feet and do nothing.  I have waited for them to come at least 5 times and they have either had an excuse or flat out lied and said there was someone onsite, which there was not because I was there.  Something needs to be done because this company is just taking peoples money and throwing them by the wayside.  Just wait, that date will come and go and they will neither come to my house or do anything to fix my phone.  I don't believe anything they say anymore because they have just hired a bunch of foreign liars and given them a script on how to lie to the customer.