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:07/23/2025

  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.
  *****

  
  

• Initial Complaint

  Date:07/23/2025

  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 June 23rd I called to report my elderly parents phone was out. I was told a technician would be there July 5th. Without notification the technician did not show. Called back. They assured me a technician would be there July 15th, no show. Called back. I was assured a technician would be out on July 16th. No show. Then was given the date of July 30th. My parents have been without a working phone for almost a month and a half. Every time I call it is the same scripted answer from a representative that speaks broken English. Drop the scripts. Fix the phone as was "promised" 3 other times. Horrible business practices.

  Business Response

  Date: 08/07/2025

  August 7, 2025
  
  
  Re: April ************
  Complaint ID: ********
  Notice of Complaint Filed: July 23, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  The issues with your service are part of the ******** MO central office fire. Efforts are in place to restore all services that were affected by the fire. We will keep you posted on the progress.
  

  We appreciate April ************ 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: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 December 23, 2024, Brightspeed began installing fiber internet lines at our home at **********************************************The lines were ran above the ground to our house, and we were informed they would be back another day to bury ******* some point in January or February 2025- a crew entered into our backyard when we were not home. We were not made aware of any appointment or time that they would come. They buried the cable lines without consulting us or asking for access to our property.On April 1st, 2025, we were preparing our pool for the season. We realized that the pool drain was incorrectly draining and flooding our side yard.We called a plumber out, who inspected the yard and did a camera inspection of the drain line to find extensive damage to the drain. When this damage was exposed, the cable ran by Brightspeed was directly on top of it. It was obvious that the installers had severely damaged the drain pipe when they installed the fiber cables.I have reached out to Brightspeed multiple times trying to get help and compensation for this matter. I was sent to a Claims representative with a company called Sedgewick, who kept me in back and forth communication for 2 months- just to ultimately tell me she would no longer handle the claim, as Brightspeed had used a contractor to install. The contractor was given my personal cell phone number, and unprofessional and unhelpful communication followed with them. I was left to advocate for myself with a company called "*************************************". Who then refused to pay.I have pictures, an inspection report from the plumber, and records of communication with Brightspeed, Sedgwick, and Lamberts. I have called every help line I can find only to be put on hold or told they cannot help me. I have records of ******** Messenger communication from July 3-current where they had promised to help me and instead given me the run around. I am owed $2,265 for damages.

  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 property damage. The claim was denied from the contractor claims group. I am going to review with our management to see what options we have. I advised the customer and will follow up with her once I have more information. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 08/20/2025

   
  I am rejecting this response because:
  

   I am attaching the only communication I have from brightspeed about my BBB complaint. **** also called me on August 6, to take general information regarding my complaint. I saved the full email thread as a pdf. Over the phone, **** asked me to share the emails with their claims department, so I did.  

   

  The company assured me over the phone they would back in touch within a few days. I have not received a phone call or email from them since August 6th.

   

  I appreciate your help.

  ****-*****

  
  

  Business Response

  Date: 08/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/25/2025
  
  
  Re: ****-***** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/23/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the property damage. We escalated this to our damage claim department. They were able to settle the claim with ****-***** ********.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  
  
  ****-***** ********
  ********************************************
  Acct # *********
  Contact # **********

  Customer Answer

  Date: 08/27/2025

   
  I am rejecting this response because:
  

  Although I did receive a phone call on 8/21/25 from the company (********* Cable Splicing) that Brightspeed had contracted to install their cables, I have not yet received reimbursement.

  ********* asked for my address and will supposedly mail a check. Once I have received payment I will happily accept the matter as resolved. I'd also like to personally note that the company Brightspeed has made NO contact with me at all regarding this issue outside of an initial phone call on August 6th, in which they promised to be back in touch with me "in a couple of business days". Their customer service leaves a lot to be desired.

  
  

  Business Response

  Date: 08/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/28/2025
  
  
  Re: ****-***** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/23/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the property damage. If Lamberts was mailing the payment on or near 8/21 it could take several days in the mail. If you do not receive the payment within ********************************** back. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/23/2025

  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.

  Internet/Phone provider Monthly bill of approximately $73.00 For the last year, I have consistently had issues with my phone services. The company will send tech out and patch up to get the phone working but not complete the required repairs or promise to have a tech to come but never shows. This time, I have been without my phone for a month and they keep moving the date for the tech to come. The first time I reported it, no tech was sent.

  Business Response

  Date: 08/11/2025

  August 11, 2025
  
  Re: Better Business Bureau (BBB)
  ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: July 23,2025
  
  Dear ***** ******,
  
  Thank you for contacting the Better Business Bureau regarding the recent phone service outage.
  
  Repair ticket WOT2486744 was prioritized, and a technician has completed the necessary work to resolve the issue. The disruption in voice service was traced to a switch fault at the central office, which has since been repaired. A credit was previously applied to your account to reflect the period of service interruption.
  
  Additionally, our records indicate that you elected to disconnect your service on July 24 under order number VA2300003758.
  
  The findings of our investigation have been formally submitted to the Better Business Bureau within the required response timeframe. Brightspeed sincerely apologizes for the inconvenience and any frustration this matter may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** ******
  CC: Better Business Bureau

• Initial Complaint

  Date:07/22/2025

  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 a small business and have internet and phone through Brightspeed. On June ******************************************************************************************************** touch with us. After being transferred 3 times and put on hold 5 times I was told that a service tech would be there on June 27. On the 27th I called to confirm the work order, I was told that there was no open work order and that the next time a tech would be in the area would be July 16. I informed them that this was not acceptable as customers could not contact us and we were losing business. Was again told that the soonest they could get there was July 16. I called again on June 30. After about 45 minutes of getting nowhere AGAIN, I asked to speak to a manager. Waited 30 minutes. No manager. Hung up. Called again on July 14. Was informed that a tech had been out that way on Saturday July 12th and that the business was closed but the problem had been fixed. I told the customer service *** that the business had not been closed, the problem was not fixed, and that the tech was supposed to text me when they would be there-which they did not. He apologized, put me on hold and then told me that this was an issue that they could fix on their end and the problem should be resolved in 24 to 48 hours. I would get a call when it was complete. Within a few minutes of that call, I received a text from Brightspeed stating that a service tech would be out on July 29. We've been without properly working service for over a month. We're losing business! This is completely unacceptable!!

  Business Response

  Date: 08/05/2025

  BBB of **********************************
  **********************
  ******************
  
  
  8/5/25
  
  
  Re: *** Moore 
  23640171
  Notice of Complaint Filed:7/23/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an extended due date for repair. This was resolved on 7/24, after escalation of the ticket to the field. We have not seen any disconnects since that time. 

  The field reported a bad wire and jack as the cause. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/22/2025

  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 moms phone has been out a week.. have called multiple times. They told her it would be fixed in September, it is July.

  Business Response

  Date: 08/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/05/2025
  
  
  Re: **** *****
  Complaint ID: ********
  Notice of Complaint Filed: 7/22/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The customer has a repair ticket that is due 9/05. I have escalated the ticket to see if an earlier date is available. I will follow up with the customer once I hear back. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy