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:07/12/2025

  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.

  This company is the worst they do not give give service customer service gives the run around. Their equipment supposedly got messed up during a storm a year ago they said they are going to fix it and give credits since we do not get the speed of internet service we are paying for in any way shape or form its their fault not ours we have not gotten 1 credit the internet barely works they refuse to send anyone to actually fix it they sometimes come out mess with it for a minute and then its right back to going off constantly and randomly we cant use it we pay almost $70 a month for trash basically they just try to put us off the customer service is uninformed and uneducated they only know basics and cannot help yet they try to stop you from getting anyone to come out they barely speak English makes it even harder to deal with. They literally do not care they are giving terrible awful service as far as internet they dont even try to do better we have waited and waited for them to fix their end of the equipment and yet its not happening so it feels like they are scamming us as customers I just want what I pay for I want 25mbps I pay every month in time as I am auto pay so why cant I get my credits for all the time lost they have even given me confirmation numbers for said credits for my bill yet the same amount comes out each month and they still do not fix their internet issue. I cant use it most of the time we have to call them all the time to try to get it fixed and for whatever reason I cannot get another company out here so Brightspeed is taking advantage of that fact. I do not like this company its trash Ive dealt with them before at my in laws place and it was the same there and it was in a completely different area of ***** so seems a bit scammy to me all their customers complain of the same issues yet NOTHING is ever done about it on their end its not right. Thats why Im reporting them. I want the service to be what I pay for thats it.

  Business Response

  Date: 07/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 25, 2025
  
  
  Re: ******* *******
  Complaint ID: ********
  Notice of Complaint Filed: July 12, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint regarding the customer's ongoing internet service issues and requested outage credits.
  

  We have attempted to contact the customer multiple times via phone at ************** and email at ********************** however, resolution has not yet been achieved.
  

  Our team remains committed to maintaining open communication and actively monitoring the matter until a full resolution is reached.
  

  We sincerely apologize for any inconvenience experienced and appreciate the customers patience as we work toward a lasting solution.
  
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ******* *******
  CC: Better Business Bureau

• Initial Complaint

  Date:07/12/2025

  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.

  Horrible customer Service, modem stopped working June 30th was told appt for someone to fix it was Aug 5th. Changed to a new internet provider, called to cancel my internet but they also cancelled my phone service. when I tried to get my phone back on they wanted more money and I had just sent them payment in full for even the internet I no longer was able to access after they told me I would get credit up to Aug 5th on my internet. But now they can't turn my phone service back on until I give them $40 more. They talked over top of me when I tried to answer their questions, told me to calm down even though I was calm, had to ask for a supervisor and explain all over again, the supervisor sent me a form to fill out for a credit check, so I told them I was filing complaints against them and he cussed at me so I hung up.

  Business Response

  Date: 07/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/25/2025
  
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: 7/12/2025
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone being disconnected. I was unable to reach the customer. I will attempt again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/12/2025

  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.

  My internet and home phone are provided by Brightspeed. At the beginning of May my phone and internet went completely out. I contacted their customer service. Which the only available number goes to the *********** where the person I spoke to did not understand English. It took 15 minutes for them to understand what my home address was. I dont have anything againsts the people from the ***********, just if you are servicing another country speak the language of that country. They set up a service call in 10 days. They said I had to be available 8 am to 5 pm. At 4 pm the day of service I still had heard nothing from the technician. So I called and was told that they had fixed my phone that morning. However they did nothing for my internet service , because the customer service person in the *********** only put down the phone service as being a problem. So they set up another tech appointment for the next week. now I did not pay my bill or most of my bills because I had no internet sercvice to pay my bills for 3 weeks.For the last 10 years when it was century link then Brightspeed my DSL line shows marginal to poor 90% of the time and still does today. my August bill is now $286.00 and i still have my internet go out 8 times a day. I cannot even get an explanation of the extra $200.00 on my bill. I guess its a surcharge for compplaining their service does not work. Even the tech told me they won't give them the resources to fix the problem. I am not paying one red cent more than my monthly bill for such c*** service. I guess my only option is to form a class action with all my neighbors and the thousands of dissatisfied customers ****************** has in the area. I would not even use them but they are the only provider in my area.... I have had enough... I cannot even get them to explain what I am being charged for.... In the time that I have been typing this my moden went offline twice......

  Business Response

  Date: 07/26/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/26/25
  
  
  Re:  **** Nord 
  23591796
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing and service repair. 

  We sent an email to Mr. ***** regarding the billing to get his response and agreement on a plan for the bill. This was on 7/24 and included multiple copies of the billing statements involved. 

  We are waiting on that response. 

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

  
  

• Initial Complaint

  Date:07/12/2025

  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.

  In January, I visited the Brightspeed website to sign up for service. I was given an installation date, so I took time off work to wait for the technician, but no one arrived and I didnt receive any communication. When I called Brightspeed, I was informed that a design engineer needed to assess the situation first, and no one would be coming that day.Weeks went by without further updates. Frustrated by the lack of communication, especially since I work from home, I requested to cancel the service. My concern was escalated, and I was assigned a case manager who assured me Id receive my first three months free due to the delay.Eventually, on June 18, my service was installed. However, I noticed a bill was already scheduled for 07/18. I attempted to follow up regarding the promised three months of free service, but customer service seemed unable to fully grasp the situation. IS there anything that can be done to assist.

  Business Response

  Date: 07/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/21/2025
  
  
  Re: ******* *******
  Complaint ID: ********
  Notice of Complaint Filed: 7/12/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the promotion credits. I issued a bill credit for the first month. The two other months are paid to a rewards card at month 6 and month12. I advised the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:07/12/2025

  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.

  On July 6th of 2025 our power went out for 10 minutes. When the power came back on the land line was dead. After talking with neighbors, we found out that their lines were dead as well. Other people as far as 3 miles away were having the same issue. We are in a rural area with sketchy to no cell reception. I personally have no reception in my home, hence the landline. In order to make a call we have to drive several miles away. On Wednesday the 9th I contacted Brightspeed to inform them of the outage in hopes that repairs would be made soon. They claimed the repair would be made on the 25th of July, unless a repair worker is in the area sooner. All the people having the same issue in our area is expected by this company to have no way to contact emergency services for 19 days unless by some miracle a worker is in the area sooner. Brightspeed said they would not charge me for this month, but this isn't about the money. It is the fact they are fine with leaving customers without a way to call for help. Not just one customer, but multiple in a rural area where help already takes an extended time to arrive without the need to drive several miles to get a cell phone signal. I'm patient about most things, but in this case if I have an emergency I will not be able to call for help. Brightspeed should take outages like this seriously and send a repair person within a reasonable time, especially when they have been informed by customers that they don't get cell reception and have no other reliable means to call emergency services.

  Business Response

  Date: 07/19/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/19/25
  
  
  Re: ****** ********
  23591092
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a phone outage and extended delays on technician visit to resolve.

  The issue was reported resolved today, 7/19/25, cancelling the repair ticket. I did call and make sure that Mrs. ******** phone was working. 

  A credit was also applied, proactively, for the outage as well. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/19/2025

   
  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:07/12/2025

  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.

  Phone outage reported on7/09/25. Appointment created on 7/17/25. Appointment cancelled without my knowledge (phone is still out) on 7/12/25. Contacted business again. Would not give me another appointment until 7/29/25. This is approximately 3 weeks without phone service. When Brightspeed contacted me by text, I informed them I needed to keep appt. It was cancelled any way. No reasonable explanation.

  Business Response

  Date: 07/25/2025

  July 25, 2025 
  
  Re:    Better Business Bureau (BBB)
            ****** *****
            Complaint ID: ********
            Notice of Complaint Filed: July 12, 2025
  
  Dear ****** *****,  
  

  Thank you for contacting the Better Business Bureau regarding the phone service disruption that began on July 9, 2025.
  

  Upon investigation, we identified that a port-out disconnect order (VA2300003635) was processed on your account and completed on July *******. This action transferred your service to an alternate provider.
  

  We appreciate your time and the opportunity to resolve this matter. Please note that our findings have been formally submitted to the BBB repository within the required response period.
  

  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** *****
  CC: Better Business Bureau

  Customer Answer

  Date: 07/25/2025

   
  I am rejecting this response because:

  I made 2 separate appointments for a tech. to come to my house explaining that I had no phone service. Both appointments were cancelled. I have had no phone service since July 7th. until I purchased an Ooma home phone service.  Since then I have purchased Starlink for internet service. I made this change since no-one from Brightspeed would come & check my phone lines. If they had come, I would still be a customer. I have friends nearby that have also dropped Brightspeed for the same reason.  They need to take responsibility for their inactions.

  
  

  Business Response

  Date: 07/30/2025

  July 30, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *****
  Complaint ID / Rejection: ********
  Notice of Complaint Filed: July 12, 2025
  
  Dear ****** *****,
  
  Thank you for contacting the Better Business Bureau regarding the phone service disruption that began on July 7, 2025.
  
  Upon investigation, we determined that your previous dispatch tickets appeared as canceled in our system due to being grouped under a localized cable outage.We understand the inconvenience and frustration this caused prior to the discontinuation of your Brightspeed service. An outage credit ***** has been applied for the period of July 725, 2025, aligning with the date your disconnect order was processed. Please note that our findings have been formally submitted to the BBB repository within the required response timeframe.
  

  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** *****
  CC: Better Business Bureau

  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:07/12/2025

  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.

  Brightspeed phone company installed fiber optic in my home on June 26, 2025. The technician, unbeknownst to me, disconnected my landline in that process. After contacting Brightspeed about this problem, I was informed that my landline would be activated on July 7, 2025. It is now July ******* and my home phone still cannot make or receive calls, as there is no dial tone. I have made numerous phone calls, using my cell phone, to Brightspeed reporting the problem. I have been transferred from person to person, and have spent long periods of time on hold. And I still dont have a functioning landline.

  Business Response

  Date: 07/25/2025

  July 25, 2025 
  
  Re:    Better Business Bureau (BBB)
            ******* *********
            Complaint ID: ********
            Notice of Complaint Filed: July 12, 2025
  
  Dear ******* *********,  
  

  Thank you for reaching out to the Better Business Bureau regarding the service disruption associated with phone number ************.
  

  Following the investigation, a technician identified and resolved an issue with incorrect phone installation. Service has since been restored and verified with you via telephone. A credit of $34.26 for the outage has been applied to your account and will appear on your August invoice.
  

  We appreciate your time and the opportunity to resolve this matter. Please note that our findings have been formally submitted to the BBB repository within the required response period.
  

  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ******* *********
  CC: Better Business Bureau

• Initial Complaint

  Date:07/11/2025

  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.

  On June 13, 2025 we ordered *********** internet for our vacation home. We were informed we needed a technician to come to our residence to do the install so we chose Friday, July 11, 2025 as the install date. My husband and I took vacation to be at our home on July 10, to be available all day on July 11 for the install. At 12:17 pm CST on June 10 I received a text message that they apologized, but they had to reschedule our install for Monday, July 14. That doesnt work for our schedule and I made the appt on July 11 because we had to take vacation to be there. I called *********** and informed them that changing our appt less than 24 hours prior was unacceptable and we expected install to occur on July 11. The customer service *** informed us they could do it July 11 and they would do it remote, we didnt need a technician. Had we known that we would have ordered the service back in June when we scheduled it. At 11:45 am a Century Link technician came to our house. He came in, checked the lines and stated he needed to do something remotely and left. We never heard back from him and continued to receive messages through the day that our internet would be turned on between 8:00-5:00 pm. At 5:04 pm I called *********** to find out why our service wasnt turned on and was told it was because the technician had too many tickets and couldnt come until July 14. That was not correct because the technician was already at my house. He told me the technician didnt finish the ticket and close it out and he doesnt know why it isnt hooked up. I asked to speak to a supervisor. The supervisor told me its because the technician would have gotten electrocuted (which he went to the box and looked at the wiring (weve had their service in the past) and everything is the same. Bottom line, they said their ***air team is coming over the weekend and it will be turned on on July 14. I took 2 days vacation to be here for install, and that didnt happen!

  Business Response

  Date: 07/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/18/25
  
  
  Re: ***** **********
  23588836
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding install and billing issues with new services.

  Upon review, we believe this was meant to be directed to CenturyLink/LUMEN and not Brightspeed. We are two separate corporate entities. 

  Brightspeed currently has no service offerings for the address provided at all, as copied in the attachment. If there is some error in these findings, please let us know and we will be glad to review and assist. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/18/2025

   
  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 apologize that I contacted the wrong Century Link and have filed a complaint with *******************
  
  Thank you. 
  

• Initial Complaint

  Date:07/11/2025

  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.

  Today Brightspeed phone company came to my address for a service call, reported on June 5th. Noise on the line, but my phone was working with dial-tone Tech became mad at us and left our address. He left us with no dial-tone no service. Refused to turn it back on, and told us to hook up to the fiber optic.

  Business Response

  Date: 07/26/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/26/25
  
  
  Re: ***** ********
  23588831
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the phone service. 

  The landline was restored but the cable still has issues. We still have a plan, if customer desired, that we can change to 4G system. 

  The account had a refund for the last bill paid of $30.66. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

  Customer Answer

  Date: 07/29/2025

   
  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:07/11/2025

  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.

  Brightspeed internet company was awarded a contract to run their internet lines underground by my house. They caused damage and will not pay for it. A water line was broken by them and the dirt that was sucked into the water line broke some parts in one of my toilets and my kitchen sink. They refuse to hire and pay a plumber to repair damaged items saying I am lying about the damage.

  Business Response

  Date: 07/18/2025

  July 18, 2025
  
  Re: Better Business Bureau (BBB)
  ***** ********
  Complaint ID: ********
  Notice of Complaint Filed: July 11, 2025
  
  Dear ***** ********,
  
  Thank you for reaching out to the Better Business Bureau (BBB) regarding the property damage associated with the fiber installation conducted by Brightspeed in proximity to your residence. We have provided the contact number for the Sedgwick Claims Department1-833-365-3220to initiate a new damage claim. If you have any additional questions or require further assistance, please do not hesitate to contact us.
  
  Additionally, our findings have been formally submitted to the BBB repository within the required response timeframe.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** ********
  CC: Better Business Bureau