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:07/21/2025

  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.

  Continuation of compliant #******** - Once again the Landline has become unusable only one day after the repair. Called Customer Support and was said the earliest someone could come out is August 28th, 2025 - That is well over a month from now and is unacceptable. Brightspeed has a major problem going on in ************, ** with their service and it needs to be fixed (not patched). I'm reaching the end as to how much longer I can put up with this as it has been an ongoing issue for the past couple of months, and these repair dates that are always a Month plus out are unacceptable. My next step will be to cancel my service and go with another provider in my area. I need this problem fixed sooner than August 28th and I need it fixed and not just patched to work for a few days.

  Business Response

  Date: 08/08/2025

  BBB of **********************************
  **********************
  ******************
  
  
  8/8/25
  
  
  Re: **** E ****
  23632592
  Notice of Complaint Filed: 07/23/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the repeat issues with the phone line service. 

  We have this escalated under ticket# NCCS06560624. Our field supervisor and dispatch team have been copied on the repeat failures of the connection with this being the fourth dispatch since June of this year. 

  We will update again as soon as possible. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  

  
  

  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.

  The issue has been resolved.

  Please close this case
  
  Thank you. 
  

• Initial Complaint

  Date:07/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Previously filed complaint #********. Was noted that my billing charge had been resolved, but instead, my account was deducted. I am AGAIN facing an internet outage with a service date of September 12. More than almost 8 weeks away. Once again, when calling to report issues, my account cannot be located by phone or account number, but only by service address, yet the account information can be found when I log into the portal. ***. Have left two messages regarding above information to the escalation representative (****) that I previously spoke with by phone, however, have not received a reply.

  Business Response

  Date: 08/06/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/6/25
  
  
  Re: ******** ******
  23631882
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an outage and billing issues. 

  The outage was resolved with 15 days of reported uptime. 

  Regarding the billing, the account was credited and currently shows a credit balance of 80.17.

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

• Initial Complaint

  Date:07/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed phone company can not or will not fix my phone and internet problems,, The phone line buzzes so bad you can hardly hear the other person,, the internet is very slow and lots of time it just stops ,, they say their wiring in the street is the problem, but they wont fix it. But they keep charging me every month,, There isnt an other option for me It goes out all the time. What am I to do ???

  Business Response

  Date: 08/04/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/4/25
  
  
  Re:  ******* ********
  23631832
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding repeat issues with the internet service.

  This was caused by a known outage in the area. The line has shown it has been up for the past 13 days 21 hours now, without interruption. 

  A credit will be applied for the entire duration of this outage. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/21/2025

  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 working Land Line phone for almost 2 weeks, have been in contact with Bright Speed several times I do a repair thicket for 7/24/2025 I have made several calls to have my service fixed asked to have my repair expedited because my mom has heart trouble and is sick at this time, and if she needed me she couldn't call. I was told they would but still saying 4 days out before they will be here. This seems to be an ongoing thing with this company and was told they will give me $17 and some change credit on my next bill. I would like my service fixed as soon as possible and more credit to my bill. Thank You **** ******

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  
  Re: **** Loving 
  Complaint ID: ********
  Notice of Complaint Filed: July 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  A tech came out on 8/5 and stated that you were part of an outage. As a courtesy we have applied an additional credit on your next billing cycle.
  

  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: 08/07/2025

   
  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:07/21/2025

  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.

  I am writing to file a formal complaint against Brightspeed ******** regarding significant difficulties I have encountered while attempting to cancel my internet services due to unresolved attempts repairing my home phone service for 2 months. The issues began when I tried to access my account online to manage my services, but I was unable to do so. On [Date of first call, e.g., July 18, 2025], I called Brightspeed customer service to address this. During this call, I was informed that I would not be able to access my account until the 19th of the month. I was then transferred to another department, only to be abruptly hung up on.Immediately following this, I called Brightspeed customer service again. During this second call, after declining various offers for different services, the representative stated that they were unsure if I could cancel my service during a "transition" period. Subsequently, I was explicitly told that I could not cancel my service until the 27th or 28th of the month and that I would need to call back at that time. The representative I spoke with during this call was named Osca.This situation is unacceptable as it prevents me from managing my account and canceling services in a timely and straightforward manner. I have made multiple attempts to resolve this directly with Brightspeed, but I have been met with conflicting information, unhelpful responses, and an inability to process my cancellation ********** desired resolution is the immediate cancellation of my Brightspeed ******** services without any early termination fees or penalties, effective as of my initial attempt to cancel. I also request confirmation of this cancellation in writing.Thank you for your time and attention to this matter. I look forward to your assistance in resolving this issue.

  Business Response

  Date: 08/04/2025

  BBB of **********************************
  **********************
  ******************
  
  
  8/04/2025
  
  
  Re: **** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with disconnecting the service. We did have a period of time that we were transferring system information which prevented us from making changes to an existing account. I attempted to contact the customer but I was unable to reach them. I will try again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 08/05/2025

   
  I am rejecting this response because:
  My service is not canceled yet and payment has already been taken out of my bank Account AGAIN.. please cancel/close my account and refund me please!!!! 

  Business Response

  Date: 08/08/2025

  BBB of **********************************
  **********************
  ******************
  
  
  8/08/2025
  
  
  Re: **** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with disconnecting the service. I sent a message to the customer to clarify if the customer is wanting to cancel both phone and internet service or just internet. On one message she stated disconnect internet then another message the entire account. I wanted to make sure before I took action. As soon as I hear back from the customer I will process the ************************* and apply any needed credits. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/11/2025

   
  I am rejecting this response because:
  This will be month three of paying for the services I am not consenting to. I would like to cancel all services.

  I no longer want to have anything to do with bright speed this is what I've said from the beginning. So please cancel all of these services close my account out permanently thank you

  Business Response

  Date: 08/15/2025

  BBB of **********************************
  **********************
  ******************
  
  
  8/15/2025
  
  
  Re: **** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with disconnecting the service. The disconnect order was submitted on 8/12. I emailed the customer confirming the ************************* order. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 08/19/2025

   
  I am rejecting this response because:
  I would like to know if I will be refunded for the 3 months my phone service was unusable

  Business Response

  Date: 08/21/2025

  BBB of **********************************
  **********************
  ******************
  
  
  8/21/2025
  
  
  Re: **** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund. The customer contacted us on 6/23/2025 to report the problem with the phone service. I issued a credit for the time of 6/23/2025 - 8/03/2025. The negative balance will be refunded ***** days after the last billing period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:07/21/2025

  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.

  July 2, 2025 home phone and internet service provided by Brightspeed went out. Have called for repair. First repair date was July 11...that morning received text at 0730 saying repair would take place between 8 to 5.. received text at 0830 saying it would be July 30.. several calls later have now scheduled repair fir July 28. Should not have to wait one month for repair!

  Business Response

  Date: 07/31/2025

  July 31, 2025
  
  Re: Better Business Bureau (BBB)
  **** *********
  Complaint ID: ********
  Notice of Complaint Filed: July 21, 2025
  
  Dear **** *********,
  
  Thank you for reaching out to the Better Business Bureau regarding your phone and internet outage that began on July 2, 2025. Repair ticket WOT2449408 was expedited, and our technician completed repairs to the damaged pedestal. A credit of $106.75 has been applied to your account and will appear on your August statement. The results of our investigation have been formally submitted to the Better Business Bureau 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:07/21/2025

  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 lost wifi with Brightspeed on June 18th, and a tech didn't come out for repair until July 9th. It went out again, and a tech won't come out again until August 11th. They will not issue a credit. They have no one in the ** that you can speak with. They are no help at all when you contact them. It is frustrating. I have contacted them several times with no help, but they did want to charge extra fees.

  Business Response

  Date: 08/06/2025

  August 6, 2025
  
  
  Re: ****** Bittinger 
  Complaint ID: ********
  Notice of Complaint Filed: July 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  We have reviewed the case and have a technician scheduled for 8/11. Credits can be applied to the account once all services have been rendered repair.
  

  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. 
  

  Customer Answer

  Date: 08/12/2025

   
  I am rejecting this response because:We lost wifi on June 18th, and we got it back shortly on July 9th. It went out, and ***** came out until August 11th. There is nobody local to call and no buliding. I filed a report with the BBB, and Brightspeed promised to credit the account, but they lied. I was without wifi for 54 days, yes, they gave a month of credit after much energy from my end. I was without wifi for almost 2 months, and that should be the amout credited (2 months minus 6 days). So my last confirmation with the BBB was that I would be satisfied with the reimbursement of lost time with wifi, but Brightspeed lied-it was about half credited back.

  Desired Resolution:

  Billing Adjustment

  
  
  

  Business Response

  Date: 08/15/2025

  August 15, 2025 
   
  Re:    Better Business Bureau (BBB)
            ******* *********
            Complaint ID: ********
            Notice of Complaint Filed: July 21, 2025
   
  Dear ******* *********,  
  
  Thank you for contacting the Better Business Bureau regarding your recent internet outage and the delay in technician dispatch.
  
  Service ticket WOT2541860 was expedited and successfully resolved by our technician on August 11, 2025. The service was verified to be fully operational at that time.
  
  In recognition of the inconvenience, a credit of $46.50 was previously applied on August 7 to invoice number ************. An additional credit of $45.00 has been issued today and will be reflected on your upcoming invoice (No. ************) dated September 7.
  
  The results of our investigation have been formally submitted to the Better Business Bureau within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
   
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
   
  CC: ******* *********
  CC: Better Business Bureau
  
  

• Initial Complaint

  Date:07/21/2025

  Type:Billing 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 used my banking bill pay and made a payment in error to an old Century Link account. The account had been moved to be serviced by Bright Speed. The Bright Speed account is also old and has been closed, circa 2023.. My ********************* cannot help me because the item was paid. ************ doesn't acknowledge my old account since it was moved to Bright Speed. Bright Speed cannot find account since it has been closed. However, I sent $2710.45 to this old routing information and I need the money back. There isn't an active account for this large amount of money to be applied to since my account is inactive, but I am unable to reach the correct person to help me return/refund the money. Please assist, I am at a dead end.External Item ID # ************************ Reference # ***Y5LBD ***ment Amount > $2,710.45 with **************** Bill *** The payment was placed on Jun/09-10/2025 BAN # ********* CENTURY LINK BAN # ***6248 PI ID # *****

  Business Response

  Date: 08/04/2025

  August 4, 2025
  
  
  Re: ****-***** Parrish 
  Complaint ID: ********
  Notice of Complaint Filed: July 21, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have sent your issue over to our credit resolution department and I am awaiting an answer. As soon as I get that information I will be contacting you with the findings.
  

  We appreciate ****-***** Parrish  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: 08/04/2025

   
  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 have received the refund and deposited it.
  
  Thank you. 

  
  

• Initial Complaint

  Date:07/21/2025

  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 have phone and **************** through this company. Both services stopped working on june *******. We placed a call to report and was told a technician couldn't come out until August 7th. Placed another call to complain about not getting any help for that long. The then said they could possibly send someone out on July 25th. Over a month without phone/****************!! They have billed me for the month and gave me a measley 20$ credit. I am refusing to pay for a month of service I didn't receive. I have spoken with several other people/ businesses that are having the same issue with this company.

  Business Response

  Date: 08/04/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/04/2025
  
  
  Re:***** ******
  Complaint ID: ********
  Notice of Complaint Filed: 7/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet service. Our technician made repairs and restored the services. The customer confirmed the issue was resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:07/21/2025

  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.

  Been calling brightspeed for repair on phone and internet. They now cancelled 3 times saying I don't need technection First they had date to come july23 then july 25 then August 1st.they now have cancelled all 3 dates and won't give me my original date back. I get messages back saying no tech.needed my appointment is canceled. Tried asking for supervisor they keep me on hold.Need new internet box and need my home phone working just bought another new phone and line is not working.

  Business Response

  Date: 08/04/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/04/2025
  
  
  Re: ***** Ring
  Complaint ID: ********
  Notice of Complaint Filed: 7/21/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the phone and internet service. I have escalated the customer's repair ticket to check for an earlier date. I advised the customer and I will follow up once I hear back.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy