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:

  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.
  
  

• 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 was billed for inside home repairs by Brightspeed. My service has failed numerous times and absolutely always when the technician resolved the issue it was outside in their lines, never inside my home.

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  
  Re: ******* Snow 
  Complaint ID: ********
  Notice of Complaint Filed: July 24, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  Upon review, a credit has been applied to your account for the charges. It will appear on your next billing statement.
  

  We appreciate ******* Snow  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:07/23/2025

  Type:Customer Service 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 placed an order for Brightspeed Fiber internet on July 1 with installation scheduled for July 14. On July 3, I spoke with a Brightspeed customer service representative who informed me that my account was on hold because another account was active at the service address. They contacted me the following two days (July 4 and 5) telling me that my account was still on hold and asking if I had a finalized lease for the service address which I had not located at the time. Brightspeed did not contact me again until they sent me a text message the morning of July 14 informing me that my technician was scheduled to arrive between 1 and 5 PM that day causing me to reasonably believe the previous tenant's account had been terminated and the hold on my account had been lifted. I waited in my apartment during the window, but no technician showed up. I called Brightspeed's customer service line that evening and the representative alleged that my account was on hold because the previous tenant's internet service was active at the address. I told them that was impossible because I had taken the keys to the apartment and inspected it that morning, and the the previous tenant was no longer there nor was there a Brightspeed modem on the premises. The representative then provided me with two email address and instructed me to send emails including the details of my order with my final executed lease agreement attached. I sent emails to these addresses with my order confirmation and countersigned lease attached, and at 7:11 PM Central Time July 15, I received a reply from Brightspeed indicating that a case had been opened. On July 18 I called their customer service line to ask for an update on my case and the representative claimed that he could not provide any information regarding my case and I would just have to wait for somebody to reach back out to me. On July 22, I replied to the email informing me that my case had been created requesting an update, and they have not responded.

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  
  Re: ******* Kass 
  Complaint ID: ********
  Notice of Complaint Filed: July 23, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of delay issues.  All delays have been resolved and a tech is scheduled for install at your location for 8/18.
  

  We appreciate ******* Kass  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: 08/09/2025

   
  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:07/23/2025

  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 have been without a landline since 07/03/25. Brightspeed has put off fixing my phone since it has been out. The company has also requested that I pay my bill for service that I have not had.

  Business Response

  Date: 08/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/07/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 7/23/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. Our technicians made repairs and restored the service. I confirmed with the customer that the issue was resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  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:07/23/2025

  Type:Order 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 was using Brightspeed (formerly ***********)for internet. I have been a customer for them for close to 20 years.However, Brightspeed decided to upgrade their company from copper to fiber. As a result, they began an aggressive customer upgrade campaign. They called me every week for about two months, in attempts to pressure me I to upgrading. Many of the reps were extremely rude and ****************, I switched providers and the new provider installed Internet today. I then called to cancel my Internet agreement with Brightspeed so that I don't continue to get billed.Their foreign call center representatives all indicated they couldn't disconnect service because of a WI system upgrade. *** rules require they provide an easy method regardless.I called them back to tell them this and they hung up on me. They insist I cannot cancel until next week, and I think this is so they can charge me extra. I am just a poor regular person and don't have the money to fight these dirty companies. I just want to be able to cancel my account and send their equipment back.

  Business Response

  Date: 07/30/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/30/25
  
  
  Re: **** KANE 
  23642880
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a request to disconnect services and failure to complete in a timely manner of the request.

  This was due to a change in our account management system that was not concluded until this past Saturday (7/26/25). The order was finally placed on 7/28/25 and has been completed as of 7/29/25. 

  WI2300000173 Disconnect **** **** ********* *************************************** DSL+POTS 07/28/2025 09:38:09 07/29/2025 Completed *********
  
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:07/23/2025

  Type:Customer Service 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 am filing a formal complaint regarding the unacceptable service and support I have received from Brightspeed Internet.On July 23, 2025, I contacted Brightspeed via their online chat system because my internet service was not working. After confirming that the internet light on my modem was out (indicating no service), the representative determined that a technician would be required to resolve the issue. I was then informed that the soonest available technician appointment is over a month awayon August 26, 2025.Being asked to wait more than a month for a repair of a basic utility service is unacceptable and unreasonable. Internet service is essential for work, education, communication, and daily life. Brightspeeds inability to provide timely repair service shows a serious disregard for their customers needs and responsibilities as a service provider.I was told a credit would be applied for the time without service, but only after one full billing cycle, despite the fact that the service outage is immediate and prolonged.This has happened multiple times in our time using Brightspeed. They have delayed service requests, their website has been down and unavailable to login, and the internet service speed has been consistently not what we are paying for. Resolution Requested:1. Expedite technician service and provide repair within one week, not over a month from the date of the outage.2. Immediate prorated refund or credit for the full duration of the outage, not delayed until a future billing cycle.This is not only poor customer serviceit is a failure to fulfill the basic obligations of an internet service provider. I am requesting intervention by the BBB to help ensure Brightspeed addresses this matter urgently and appropriately.

  Business Response

  Date: 08/08/2025

  August 8, 2025
  
  
  Re: ******* Sweger 
  Complaint ID: ********
  Notice of Complaint Filed: July 23, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  Our records show that services are online. If you are still having issues please let us know..
  

  We appreciate ******* ****** 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.
  
  Thank you. 
  

• Initial Complaint

  Date:07/23/2025

  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.

  On April 22, 2025, I contacted Brightspeed to cancel my service that I had been a customer since 1987 because after several attempts in trying to get my service backup after the ****** hurricane of September 2024. After emails to me confirming they would have a technician come by to look at issue no one would ever come. I had no choice but to switch to another company and told Brightspeed when I canceled service. In the meantime, in good faith I was paying my bill every month without service. I spoke with ******* *. ID#XB19368 with ****************** billing department and ask for refund since I had paid in good faith and did not have any service and did not get my service backup.He credited my account back for ****** and told me I would get a refund in ***** days.I did not get a refund. So on 7/1/25 I chatted with **** and was told he would document everything on my account and have my matter expedited since my refund request has been going on since 4/22/25. He also told me I would get an email from Brightspeed for update on refund status in 7-10 business days. I have screen shots of my chat with him. I have not received an email or letter, my address they have on file is correct. I have not received my refund of $338.62. My account still shows a credit of 338.62.Could you help me with getting my refund from Brightspeed?Thank you,***** ******

  Business Response

  Date: 08/06/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/06/2025
  
  
  Re:***** ******
  Complaint ID: ********
  Notice of Complaint Filed: 7/23/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund. I have escalated this to our finance team to investigate and provide a status on the refund. I will follow up with ***** ****** once I hear back. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/06/2025

   
  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.
  I am not confident that I will get my refund as I was promised several times previous by Brightspeed Thank you for all your help in trying to get this resolved.
  *****