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:09/04/2025

  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.

  Bright speed phone company sent out a technician to ************** in ********** on August 28th. During that time the technician cut the line to my landline phone. Several calls have been made to get someone out asap since the problem was caused by them and its like talking to a brick wall. Thats our main form of communication and I was told no one could come out until September 18th. Thats poor business. We have health issues and need our phone up and running again.

  Business Response

  Date: 09/10/2025

  Good Morning,

  I have placed an override request for this repair to try and get a better due date than the current one of 9/18/2025. I will reach out again if it is granted.

  Kind regards,
  ******
  Customer Advocate
  
  

   

  Customer Answer

  Date: 09/10/2025

   
  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:09/04/2025

  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.

  BBB Complaint Submission:Loss of Internet, Job Impact, and *************** Issues with Brightspeed Complaint:I have been a Brightspeed customer for nearly 10 years. Since upgrading to fiber in late 2024, I have had frequent disruptions. The worst occurred Aug 45, 2025, and again in Sept 2025, leaving me without service for days. Despite ***eated calls, Brightspeed failed to provide resolution, transparency, or fair reimbursement.Details:Aug 45, 2025: Internet disconnected. Calls led to dropped transfers, ***eated troubleshooting, and admission that internal system errors blocked a ticket. No technician was dispatched, and a supervisor disconnected without notice. Service was down nearly 4 days. Credit was only $5.Sept 2025: Another 2-day outage. After 35+ minutes on hold, a *** confirmed an outage but gave no details or written confirmation. I was transferred to a disconnected number and the call dropped.Prior calls were never documented, forcing me to restart each time. Promised follow-ups never happened.Impact:I work remotely as a corporate trainer and rely on stable internet. These failures caused lost income, professional harm, and stress, including the loss of my primary remote job. I now must rely on hotspots or public Wi-Fi to work.Resolution Requested:1. Fair reimbursement/credit for outages.2. Reliable fiber service with prompt technician support.3. Better customer service (documentation, follow-up, escalation).4. Escalation to senior leadership for accountability.Closing Statement:I have tried to resolve this directly, but ***eated outages in Aug and Sept 2025, combined with poor support and minimal reimbursement, leave me no choice but to seek BBB help in holding Brightspeed accountable.Complainant:******** ****** *************************************** ************ *************************

  Business Response

  Date: 09/05/2025

  September 5, 2025  
  Re:    Better Business Bureau (BBB)
          ******** ******
           23837912
          Notice of Complaint Filed: September 04, 2025
  
  Dear ******** ******:

  We appreciate the opportunity to have addressed your BBB complaint regarding Internet issues. Thank you for bringing this matter to our attention. After reviewing the account and conducting diagnostic tests, weve identified potential line issues that may be affecting service quality. To resolve this, a technician dispatch is necessary so we can perform a thorough on-site inspection and make any repairs needed. Weve scheduled this visit and will follow up to confirm details and ensure the issue is addressed promptly as well as providing additional credit to your account

  We appreciate the opportunity to make this right and remain committed to delivering reliable service. We have responded with the results of our investigation via the BBB repository within the answer period. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ******** ******
  CC: Better Business Bureau

  
  

• Initial Complaint

  Date:09/03/2025

  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 8/28/25 my phone number internet stopped working. I called. They did their trouble shooting. Found nothing wrong. No outages in area. Repair appointment set for 9/3/25 between 8am and 5pm. By 5:15pm no one showed up, called or texted. Waited 9hrs. Service still out. I went into my account appointment is now 9/4/25 between 8am and 5pm. I can't get back my 9hrs from 9/3/25. I have a lot of medical issues and my providers can't call me. My directv certain features don't work without internet. Some features that should work but aren't. *** said until internet is restored they can't address DTV issues. Can't check to see if dish issue or if it is internet issues. I'm paying brightspeed at this moment 8 days without service. I'm paying *** for not having service

  Business Response

  Date: 09/04/2025

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

• Initial Complaint

  Date:09/03/2025

  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.

  Have been without internet since July 7th. Have contacted them several times and they have cancelled 4 appointments, 2 in August, 2 in September. Now the appointment is in October. They continue to charge me monthly for service I am not getting. They say they cannot give me credit until the issue is resolved. I was also told that I couldnt get but one month credit even though I didnt have service.

  Business Response

  Date: 09/04/2025

  September 4, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ******** ********
  Complaint ID: ********
  Notice of Complaint Filed: September 03, 2025

  
  Dear ******** ********:
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ******** ********, regarding repair ticket WOT2796775. Were currently coordinating with our dispatch team to assign a technician as soon as possible. While we work to expedite the service, weve applied goodwill credits to your account to acknowledge the inconvenience caused by the out-of-service period.
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. You must be feeling overwhelmed now; I understand that, as I have encountered similar situations. I hope you accept my apology on behalf of the company due to the experience and inconvenience.
  We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ******** ********
  CC: Better Business Bureau

  
  

• Initial Complaint

  Date:09/03/2025

  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.

  Early July Brightspeed called several times to tell me they were switching to fiber optic. I agreed to an installation. The service guy came to hook service up on 7/31/25 but the fiber wasn't run to the building. Said they would install and reschedule. He said my old service would continue to work until the new fiber install happened. My wireless stopped working 8/28. 8/29 I called and was transferred around departments for 2 hours. Finally, they said they could not service the current wireless I have because I was scheduled for fiber install. They could not give me a date for install. I demanded my money back for the current service. They said it would take 3/4 days for it to return and I have yet to receive it. They said a service person would call me, I have not received a phone call as of 9/3/25. I have been without internet service for a week, with no resolution and no promise of new installation date. I have been a customer with them for 3 years. I don't understand how this is good business practice. We have other internet providers in town and I will be looking for new service. I am appalled at their customer service and the fact that they told me my service would continue working until the new fiber was installed. That was a blatant lie. They offered me no alternative to keep my current internet working. They gave me no promise of the new service being installed in a timely manner.

  Business Response

  Date: 09/16/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 16, 2025
  Re: **** ******
  ID # ********
  Notice of Complaint Filed: September 03, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the failed installation of new fiber services for **** ******. The hardware in the area is not completely installed and operational for the time of the installation as fiber is new to the area. The account has been closed and any refunds will occur if payments cleared back to their original card by the system automatically withing 60 days. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** ******

  Customer Answer

  Date: 09/17/2025

   
  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:09/03/2025

  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 signed up for service they came out did not complete the job and left and never came back to finish I called customer service who told me they would send them back out they never did. I rely on my WiFi I have two autistic sons who do in home therapy *** services due to the WiFi issue he was not able to fully due his services yesterday and now today their saying they cant get a crew out till tomorrow giant inconvenience

  Business Response

  Date: 09/08/2025

  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********* *******.
  
  Following our review of the account, I spoke with Ms. ********* *******, who confirmed that she has canceled her order for our service and returned to her previous provider. At this time, she has no additional questions or concerns.
  
  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate

• Initial Complaint

  Date:09/02/2025

  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 elderly father has been waiting for his phone to be repaired for 2 weeks plus everything I call they disconnect me or tell me something different and you can't understand them at all!

  Business Response

  Date: 09/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 15, 2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: September 3, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of the reported service issue.  
  Weve been unable to reach ***** ***** at the contact number provided. Multiple voicemail messages have been left. When calling the phone that was reported having issue, the line rings through to an answering machine, confirming that calls are reaching the residence (Brightspeed voicemail is not in use). As there has been no response, we will proceed with closing the case.
  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 ********************* Team

• Initial Complaint

  Date:09/02/2025

  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.

  Service stopped working 8/22/2025 four technicians scheduled no show numerous hours spent in the phone never a resolution!

  Business Response

  Date: 09/08/2025

  Thank you for contacting the Better Business Bureau regarding your recent service concerns.
  
  Following our review, we can confirm that Credit Adjustment refunds totaling $124.08 have been successfully applied to Ms. ******** account. Our records also indicate that a disconnect order was submitted and completed on September 2.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience throughout the resolution process.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate

  Customer Answer

  Date: 09/08/2025

   
  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:09/02/2025

  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 Brightspeed telephone customer for over 20 years. I am on an in-house heart monitor where the hospital monitors my heart through the telephone lines. About 2 weeks ago I had no telephone dial tone. I have called the company numerous times. There is never anyone to speak to, just a chat line. The company has given me a repair ticket for a tech to fix my phone on Sept. 9, 2025. I have tried to explain that I am On a heart monitoring device that uses the phone line. They say that they can do nothing until Sept. 9th. I need it repaired immediately!!! They do not care about me! Please help me.

  Business Response

  Date: 09/16/2025

  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by *************************
  

  We strive to provide outstanding customer service, and feedback is appreciated to enhance our training. Brightspeed acknowledges the customers concerns and apologizes for any inconvenience experienced.

  We spoke together today regarding the poor handling of our vendors regarding the escalation of the dispatch. A credit has been requested on the account for a month of service. Mr. ***** has my contact information to reach out to me for issues on the account or services in the future to make sure we escalate these tickets. 

  Sincerely,
  **** *. 
  Customer ************************************ ******************

• Initial Complaint

  Date:09/02/2025

  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 is charging me for a mistake that they made charging me for service I didnt have with them

  Business Response

  Date: 09/08/2025

  Good Afternoon,

  I was able to issue $454 in credits to the account which left $11 owed. I am trying to figure out how to give the final $11 as I zeroed out all invoices available. I will reach back out when I am able to give the last $11 on this account to make the total balance $0.

  Sincerely,
  ****** *.
  Brightspeed Customer Advocate
  
  

  Customer Answer

  Date: 09/17/2025

   
  I am rejecting this response because:
  On July 11, 2024 I cancelled my internet service with Brightspeed at my current address, *******************************************. I attempted to have my internet reconnected through Brightspeed, and they hooked up the internet at the incorrect address, *******************************************. I reached out numerous times to: **** ******** and ***, Brightspeed billing dept. supervisors, letting Brightspeed know it was hooked up at the incorrect address and trying to resolve the issue. I was told they would correct their mistake, which never happened. I got a bill for $70. That bill is now $465 due to interest. Brightspeed is wanting me to cover this bill although the internet was not connected at the correct location. They mentioned all calls are recorded, so I insisted they review previous calls, and I was told the calls dont go back that far.   
  

  Business Response

  Date: 09/19/2025

  Good Afternoon,

  I added additional credit on the account to zero out the balance we now owe a refund of $24.40 which will be sent out via check within 45 days. It looks like it was $11 past due that was incurring a $22 late fee each month as well. Simply giving a refund wouldn't clear the balance owed which is why I gave credit in a large enough amount to put the totaled owed to a negative number. I also verified that there was no sort of auto draft set up. I hope this satisfies the request. At this point you don't owe us anything we actually owe you $24.40.

  ****** *.
  Customer ************** (***)
  
  

  Customer Answer

  Date: 09/20/2025

   
  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.