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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,305 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/13/2025

    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 April 21, 2025 our internet service stopped working. It was not repaired until April 30, 2025. On April 30, 2025 I discovered my bill that was paid by Brightspeeds autopay due on April 13, 2025 wasn't paid until April 14, 2025. This resulted in a $20 late fee being charged to my account. I contacted them to see why their autopay didn't collect on April 13, 2025. They told me it was because my card was not available. However, that card was used in other places on that date and worked fine. I explained that to them and the person in their customer service said the $20 late fee would be removed from my bill due on 5/13/2025. However, on that date their autopay accessed my card and paid my bill including the $20 late fee. I contacted them again and was told they have no information on that transaction. The bill payment included the $20 late fee and posted on my credit card on 5/13/2025.

    Business Response

    Date: 05/27/2025

    BBB of Southern Piedmont and Western N.C.
    **********************
    Matthews, ** 28105


    April 29, 2025


    Re: Kirby ******
    23324825
    Notice of Complaint Filed: May 14, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******** late payment charge. Upon further review, we have issued the billing correction removing the $20 late payment charge and can be seen on the May billing statement.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** M
    Brightspeed Customer Advocacy


    CC: ***** ******

  • Initial Complaint

    Date:05/13/2025

    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 March 26, my mother (**** ********) phone land line was disconnected by Brightspeed in error. Multiple contacts with Brightspeed has been made to resolve the issue. Each time, the **************** team commits to escalating the problem; however, they will not provide a timeline to expect the service to be restored. My mother is 86 years old and her children who live at least an hour from her are her primary caregivers. She has been terribly inconvenienced by the phone outage. Multiple doctor's appoints have had to be rescheduled as the physicians offices are not able to reach her. Any assistance that you can provide would be much appreciated.

    Business Response

    Date: 05/28/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    May 28, 2025


    Re: **** ********
    23324068
    Notice of Complaint Filed: May 13, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding his mother's service concerns. Brightspeed is working with Mr. ******** to reconnect his mother's phone service.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    ******* *.
    Brightspeed Customer Advocacy


    CC: **** ********
  • Initial Complaint

    Date:05/13/2025

    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 Internet was up and down during the month of April. Called April 15 and was on the phone with them for an hr and 45 min. Finally was given a ticket for service which was 3 wks away. Internet was up the next morning, the 16th and Bright speed called and cancelled the ticket. The next day, 17th, service was down again. It was down a total of 7 days and up and down another 6 days from the 15th thru the 30th. May 6th it was down, called and after an hr and 30 min was told the would call me back with a ticket number and date for service. I later received an automated call saying service call would be made on June 6th. That is over 4 weeks away. I do all my banking on line, receive and pay all my bills on line and monitor my credit card online. None of which I am able to do now. I cannot receive any emails on my cell because of no wifi. I have to pay extra for my cell phone for extra data use because of no wifi and also I am unable to use apps on my smart TV that are being paid for. Brightspeed is auto paid every month, but I do not have any service. I see ads for them advertising about their reliable service, trying to get new customers and they cannot even service their existing customers. I mainly want my **************** which I am paying for, but would also would like credit for all the days of no service.

    Business Response

    Date: 05/16/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    5/16/2025


    Re: ******* ******
    Complaint ID: ********
    Notice of Complaint Filed: 5/13/2025


    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. We issued credit for the down time. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 05/17/2025

     
    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:05/13/2025

    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.
    On or around 5/7/25, I came home to the address listed above. I discovered my yard was torn up and there were orange pipes coming out of it. I called local dig company and the city and found out brightspeed was installing fiber. I was assured by the city that they would fix it in a week. They did not. They left my yard a mess. They eventually buried the orange pipes but their heavy equipment left my yard uneven to the point I cannot mow it. Im the only adult and im disabled. I cant afford professional mowing or yard work. On 5/10, I lost internet access and as of 5/13, I still dont have it. This is an ongoing problem with brightspeed. They have damaged my property and I can no longer work without internet. I am a homeowner.

    Business Response

    Date: 05/15/2025

    May 15, 2025

    Re: Better Business Bureau (BBB)
    ******* *******
    Complaint ID: ********
    Notice of Complaint Filed: May 13, 2025

    Dear ******* *******,

    Your BBB complaint about property damage and internet outage since 5/13 was expedited under ticket WOT2173278. A technician installed a new inside wire on 5/14, and you were given our claims department number ***************) to file a damage claim. Investigation results were submitted to the BBB repository within the response period.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

    CC: ******* *******

  • Initial Complaint

    Date:05/12/2025

    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 been out since may 7th 2025 and was told that it would be fixed by may 8th still not resolved no internet and work from home .

    Business Response

    Date: 05/23/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    5/23/25


    Re: ******* T *****
    23320940



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding a service outage and delay in repair. 

    The service was restored on 5/13 and shows it has maintained its connection for the past 10 days.

    A credit balance of $45.00 is on the account. 

    ****************** apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


  • Initial Complaint

    Date:05/12/2025

    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.
    04/22/25 I inquired about adding a service to my garage, apx 100 yards from our home. After calling, I learned I was set up as a small business account on my home years ago then placed on hold. After being placed on hold for 36 minutes, I hung up. Ive sent emails and ******** messages with no resolution STILL.04/27/25 Myself and neighbors experienced an outage. Again, I called and messaged. After not receiving any reply to the messages, I sat on an extended hold time and transferred because its still setup as a business account. I explained SEVERAL times it was an outage. The call taker scheduled a technician for 04/30/25. I sent an escalation email with my concern of the outage, with a reply that it was already being handled via my ******** message. The ******** messenger confirmed it was in fact the outage expected to be resolved by 04/28/25.04/28/25 Outage was resolved.04/30/25 A technician arrived to investigate my home. I called and was again quoted because it was listed as a small business, put on an extended hold. I sent multiple messages via ********. After approximately an hour, I made contact with the correct department, as the technician pulled out of my drive. They had no apology for sending the technician to my home in error. Again, the ******** messages advised my account is being reviewed.On May 8th, ******* account was withdrawn my monthly small business service fee, a modem rental fee and a technician visit. NONE are valid. The service fee is for a small business, the visit was customer service error and we don't rent the modem. On May 9th, I again reach out only to receive a generic reply that they are looking into it. No mention of getting my money back.On May 10th, reach out with no response.On May 11th, reach out with no response.On May 12th, reach out to be advised this would be escalated. I still have no resolution to the wrong account type or refund of false charges billed and withdrawn from my bank.

    Business Response

    Date: 05/29/2025

    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the issue regarding your refund. We are currently working on this and hope to have a resolution for you shortly. We will be in contact with you as soon as the investigation is complete. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Thank you, 

    **** M


  • Initial Complaint

    Date:05/12/2025

    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.
    Brightspeed internet has been an issue for the past week with intermittent internet access, often times without any internet access. Technical support was unable to resolve the issue remotely so they needed to schedule a tech visit to my home. Unfortunately, the earliest date they were able to provide was June 5th (understand that I first spoke with technical support on May 8th so we're talking a one month lag time!). While I understand internet issues do occur, having to wait a month for a tech visit and resolution is unacceptable.

    Business Response

    Date: 05/23/2025

    BBB of **********************************
    **********************
    ******************


    5/23/25


    Re: -***** ******
    23318594



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the extended delay in repair technician contact for service issues.

    We are still working with our field team to get this worked prior to the June commit time that was provided. This area has seen a heavy influx of repair requests due to cable damage. 

    We will update again as soon as we can get an opening for a sooner date.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


    Customer Answer

    Date: 05/26/2025

     
    I am rejecting this response because:
    actually called into Brightspeed and requested that the date be changed to a date after June 10th due to conflicts.  When I received the alternate date via text message...May 29th...I couldn't keep that date/appointment, and requested a later date as outlined above (after June 10th).

    Business Response

    Date: 05/27/2025

    BBB of **********************************
    **********************
    ******************


    5/27/25


    Re: ***** ******
    23318594



    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the repair interval time for a field technician visit. We do understand that things have changed and we are no longer going for the soonest date possible.

    We have left a voicemail and sent a separate email to ********************** in order to get a preferred timeframe after 6/10. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy


    Customer Answer

    Date: 05/28/2025

     
    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:05/12/2025

    Type:Product 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.
    Canceled service in February. I have a credit of $64.94 that is not being paid to me.

    Business Response

    Date: 05/23/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    May 23, 2025


    Re: **** *******
    23318176
    Notice of Complaint Filed: May 12, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding her refund concerns. Upon review, we have escalated the refund request to our offline team. We will provide *** ******* with an update as soon as we receive a response.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    ******* *.
    Brightspeed Customer Advocacy


    CC: **** *******

    Customer Answer

    Date: 05/28/2025

     
    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:05/12/2025

    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 cannot get anyone to call me back to straighten out my bill. Ive called five times since December of 2024 to try and straighten it out, spending over a hour in the phone each time. The two most recent times I was told that they realized our bill was incorrect, but that the person I was speaking to was unable to correct the bill, so someone else would call me the next day. Both times no one called. The company has acknowledged that they do not have a record of payments I made. I do have a record, as they came out of our checking account. I do not want to pay the bill until it is corrected. Because I havent, they disconnected our internet.

    Business Response

    Date: 05/23/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    5/23/2025


    Re: ***** *********
    Complaint ID: ********
    Notice of Complaint Filed: 5/12/2025


    Dear Kisis *****, 

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing dispute. We reviewed the account history. The payment in question was paid to a second account the customer had with us. I left a voicemail and emailed advising and to reach out if there is further question. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy


  • Initial Complaint

    Date:05/12/2025

    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.
    5/8/2025 internet went out called customer service talked to 8 different people didn't solve problem only want to sell fiber optic equipment heard the same pitch from all 8 people will not send someone out to check problem only demand credit card number even talked to supervisor and got the same fiber optic pitch and credit card number request requested money back and cancel service got hung up on

    Business Response

    Date: 05/23/2025

    May 23, 2025 

    Re:    Better Business Bureau (BBB)
              ******* ******
              Complaint ID: ********
              Notice of Complaint Filed: May 12, 2025

    Dear ******* ******,

    Brightspeed reviewed your BBB complaint about internet issues and fiber service concerns. Weve tried reaching you by phone and email but havent received a response. The problem stems from copper facilities in your area, and switching to fiber is the proposed solution. Please call ************** for assistance, whether to transition to fiber or cancel your service. 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

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