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:05/08/2025

  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 complaint is being filed on behalf ****** *****. She has been without phone service since May 1st. She is 82 years old, many health concerns, lives alone and does not own a cell phone. When Brightspeed was contacted, we were told a tech would not be out until next week sometime. This is unacceptable. Brightspeed treats rural customers like trash. There is no concern when they lose phone or internet service. She has had to call 911 a few times in the past and now with no phone service, she is unable to. Even with her life alert, she still needs phone service. We would like her service repaired, and a credit for the days she had no service. Thank you in advance.

  Business Response

  Date: 05/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/21/25
  
  
  Re:  ****** *****
  23301061
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding extended repair delays on home phone repair.

  The Brightspeed field team did finally close their repair ticket on today, 5/21.They reported it was good to the terminal on the outside of the premise. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:05/08/2025

  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.

  We had fraud on our bank/visa account, called in February and asked for a paper copy, she stated she would send one and we could pay that and it would continue as a paper bill. have not received a bill since until now - it has a $16. late fee due to not paying (since no bill was sent) . I called to have this $16. dedicated and then will pay bill in full. The girl answered the phone laughing and had to take a bit to actually answer the phone - she stated I was still on Auto pay, I explained the situation she was of no help -- I asked account to be canceled as this is my mother in laws phone for safety. I have now been on hold for a long time as she transferred me -- I just want accounted canceled and will pay final bill.

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  
  Re: Merit Mcwhorter 
  Complaint ID: ********
  Notice of Complaint Filed: May 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After researching the account, I found that the account was *************************** on May 8. Proper credits have been given to the account holder and there is a remaining balance on the account that is still collectible for $115.31. A revised final billing will come to customer showing all adjustments made.
  

  We appreciate Merit ********* 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: Merit *********

• Initial Complaint

  Date:05/08/2025

  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 5-6-2025, my husband waited on hold for an hour for brightspeed customer sevice. When they answered he was told their System was down. No help or call back was offered. I then got on Brightspeed chat and was able to speak to a ***resentative. I explained to him that we did at one time have brightspeed at our home address. We currently no longer have the service, however, brightspeed had left their phone line connected to the outside of our home, on an eave of our house. Their telephone line has pulled a large section of siding/wood off of our house and the line is still dangling. I told the *** that we wanted brightspeed to remove their telephone line and ***air the damage. The *** went back and forth on the phone with someone while placing me on hold. The *** finally gave me a ticket ***air number and said a tech would be here on the May 23rd to take the line away and said the ***air would also be done. Today after arriving home, 5-7-25, I was left a brightspeed paper saying they had removed the line but not saying they were coming back, and not mentioning a ***air. They showed up without letting me know but they did remove the line and my house is still damaged. I expect brightspeed to ***air this damage left by their telephone line. They are usually hard to get a hold of also.

  Business Response

  Date: 05/09/2025

  May 9, 2025 
  
  Re:    Better Business Bureau (BBB)
            ****** *****
            Complaint ID: ********
            Notice of Complaint Filed: May 8, 2025
  
  Dear ****** *****,
  

  Brightspeed reviewed your BBB complaint about the service wire removal and siding damage. For a damage claim, contact ******** at **************. The investigation results were submitted to the BBB repository within the response timeframe.
  

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** *****
  CC: Better Business Bureau

• Initial Complaint

  Date:05/07/2025

  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 am without internet for over two weeks. I called and was given a tech date. Later a text that said it was a mass outage and would be fixed sooner. Another text that it was fixed. Came home and not fixed. I called and they said it was an internal problem And they would set a new date, which was further out than my first, that I never asked them to cancel. I called and asked for explanation and didnt receive answers. I was told they dont know, cant see, cant escalate. I asked for a credit on my bill and was told I would get one, yet full payment taken. I asked customer service online about this, they claimed I denied service, I sent the screenshot and they apologized. Why would they claim this when not accurate? Been on a call now for 54 minutes, on hold because they cant explain why I am out of internet.

  Business Response

  Date: 05/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/15/25
  
  
  Re: ****** *******
  23301818
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a service outage  in the area and credit for the service issues. 

  We show that the outage was cleared as of 5/9/25. We attempted to call to verify and left a voicemail message.

  I have applied a month credit on the account for $55.00 as of today, 5/15/25. 

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

  
  

• Initial Complaint

  Date:05/07/2025

  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.

  We ordered brightspeed internet on 3/11/25 for our new residence. They required $163 deposit for technician to install. The appointment was 3/20/25. We learned that the service they wanted to install was like dial up internet. We decided to canceled the appointment on 3/16/25. The agents told us that the deposit would be refunded to my debit card in 3-5 days. Which never happened. We contacted brightspeed a few more times to be told different storys. Another agent stated it ***** days to return funds. I let it go to miscommunication and language problems on there end. Agents all seem to be from *****. 45 days passed and they still no refund. Called again and agent said they would put the request in again. Should be returned in a week. Again nothing. I never received there service or an install and they still have not received my deposit. I think the company as a whole is a scam.

  Business Response

  Date: 05/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 22, 2025
  
  
  Re: Ikicia *****
  23301508
  Notice of Complaint Filed: May 7, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******* refund request. Upon review, we have created a case to escalate the credit refund. The ticket has been escalated to our offline team, and we will provide an update as soon as we receive a response.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: Ikicia *****

  Customer Answer

  Date: 05/23/2025

   
  I am rejecting this response because: due to getting the same response over and over again with no result in returning my deposit. Soon it will be 90 days with the same result. They keep pushing me to different departments.  I never thought a huge company would do this. I had no service rendered. No install. No technician to my home. Cancelled before appointment. They tried to sell me DSL claiming it was high speed internet. I wondered if there is a class action law suit. I feel like Im not the first to deal with issue.
  
  

  Business Response

  Date: 05/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 28, 2025
  
  
  Re: Ikicia *****
  23301508
  Notice of Complaint Filed: May 7, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding Ms. ******* refund request. After expediting the ticket, the refund has been released as of 5/28, and she should receive the refund in about 7-10 business days.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: Ikicia *****

• Initial Complaint

  Date:05/07/2025

  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 canceled my service and returned the equipment to Brightspeed. They lost the equipment receipt and then actually did credit me for the equipment return. I then paid the balance in full, over the phone, to close the account. My bank and bank statements show the payment to Brightspeed being made and withdrawn from my bank on 3/27/25. As of 5/7/25, I have received multiple calls telling me they don't have and can't find my payment. I have proof that the payment was made directly to Brightspeed. Brightspeed withdrew it from my bank account. My bank statement shows it clearly. Yet they want me to pay it again. They can't tell me where it was applied when I asked if the account **** could check. I offered to send them proof. I want them to correct this problem which they fail continuously to do. I have now received 4 calls about this. They are incompetent.

  Business Response

  Date: 05/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/21/2025
  
  
  Re: ****** *****
  Complaint ID: ********
  Notice of Complaint Filed: 5/07/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the disputed charges. We are still investigating a system issue to resolve the issue. I will follow up with the customer once we get a resolution. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:05/07/2025

  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.

  Im doing this on behalf of my mother and my stepfather their phone has been out for a month as well as Internet. Ive called numerous times at least more 10 to try and get someone to come out and take care of this. They continually say someone will be out between seven and five next day And it never happens. They also tell me that its a widespread outage, if thats the case why does everyone else on my moms road work? This is extremely frustrating. Mom is 87 stepdad is 92 cell phones do not work on their property and Im sure it would struggle if they had to call 911. This is not encompass just the last 4 to 5 weeks. This has been going on for a year that Ive been trying to contact brightspeed for the phone and Internet going out at different times. If more information is needed, please feel free to contact me. Again, Im doing on behalf of my mother and stepfather. Thank you for your time

  Business Response

  Date: 05/16/2025

  May 16, 2025 
  
  Re:    Better Business Bureau (BBB)
            ***** ******
            Complaint ID: ********
            Notice of Complaint Filed: May 7, 2025
  
  Dear ***** ******,
  

  Brightspeed reviewed your BBB complaint about the month-long phone and internet outage. Ticket #WOT2160373 was expedited, and a technician repaired a short in the main cable, confirming service restoration. A $70.26 credit was applied for the downtime. The investigation results were submitted to the BBB repository within the response timeframe.
  

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** ******
  CC: Better Business Bureau

• Initial Complaint

  Date:05/07/2025

  Type:Billing 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 bill is saying that I owe $130.00 for the month of May in which I'm disputing this is the 2nd time that I have had this happened to me for the month of March and April and I called last month with the same issue with my bill not bring processed right I spoke to a customer service agent and she affirmed me my payment was made in March in which I had all information along with my bank statements, in which the cs representative waivef the $25.00 late fee at the time in to I called my bank and was informed payment was received for both March and April! Thanks ******** ******

  Business Response

  Date: 05/19/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  May 19, 2025
  
  
  Re: ******** ******
  23299616
  Notice of Complaint Filed: May 7, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******* billing and payment concerns. Upon review, the last payment we received on March 23rd was returned by her bank, so the last payment that posted on the account was on 2/23. We didn't receive a payment for the bill that was due on 4/24, and her current bill is due on 5/27, which is why the total balance is $130. The total account balance of $130 is due by 5/27 to avoid any late fees.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******** ******

• Initial Complaint

  Date:05/07/2025

  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.

  In April (2025) my phone/Wifi service stopped working, after several days and calls to customer support the issue was finally resolved 7 days later.I just received my invoice with a credit for the outage, only to have both services stop again (and again on a Friday) I've called in 5 times with the following outcome: 1) cust service said there was an outage with no ETA 2) Used App to contact via Chat- chat cut off with no information 3) called 2nd time, cust service *** said outage, provided ref # and indicated svc would be restored by end of day 4) called next day when svc not restored- on hold for 52mins before system disconnected the call 5) called 4th time- reached what I thought was a cust svc ***- but could hear background talking and no one picked up call for 9mins. hung up and called back 6) called 5th time, cust svc *** said they only work on Fiber calls, transferred to another department - 20 mins on hold to be told still checking on issue with no *** on a correction, no ref number to the call. Service ***resentatives ***eat the same information, and don't appear to really know what is occurring to provide the customer with any level of comfort their issue will be resolved. As this is the 2nd time in a month, not only will another credit be expected, but some sort of communication outlining what occurred and the steps to assure this issue will not happen again.

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *******
  Complaint ID: ********
  Notice of Complaint Filed: May 7, 2025
  
  Dear ****** ********,
  
  Brightspeed reviewed your BBB complaint about service issues. Your disconnect order (NJ1300001019) was processed on 5/19/25. A $55.45 credit for the April outage was issued, along with an additional $21.94 credit for the most recent outage. The investigation results were submitted to the BBB repository within the response timeframe.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ****** *******
  CC: Better Business Bureau

• Initial Complaint

  Date:05/07/2025

  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.

  Bright Speed has been putting in fiber optics lines in this area and they have left some shoddy work remains and expect home owners to clean up their messes. When they got to 325,my house 335 and my other next door neighbor at 345 they ran into apparently a large shelf of granite and they spent several days first with a bucket and tractor then that failing to break up the rock they got what I would call a "**** ******"" attachment for the tractor and broke all this rock up. When they finally finished they put everything back in the hole but it's a pathetic attempt.I've tried calling their contact but can't even get them to answer the phone. I did get to talk to a woman but she was the one to handle the case after I got a file number..which I couldn't do.. Can you help us?

  Business Response

  Date: 05/21/2025

  BBB of **********************************
  **********************
  ******************
  
  
  5/21/25
  
  
  Re: ***** ******
  23295720
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding damage done to their lawn by Brightspeed contractors laying fiber optic cable in the area.

  Our contractors have been back out and completed their cleanup as of today, 5/21.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy