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:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having a problem with my phone since October. My phone was having issues and here it is July and I am still having issues Numerous attempts to fix the phone have failed. However the billing department have double me every month. I call at least twice a week from neighbors phone because I still dont have a phone or internet. Every time coustomer service have to restart an issue complaint because there are no notes I am a senior citizen with health issues who relies on my phone. I just want my phone and internet repaired. From Oct 2024 to July 2025 this issue should have been fixed and not made worse Loving on a fixed income and paying for a service that I am not receiving is unfair and unsafe for me All I want is for my service, my phone number and internet to be restored in a timely matter. Brightspeed has shown they are only in it for the money . Please restore my service

  Business Response

  Date: 07/30/2025

  July 30, 2025 
  
  Re:    Better Business Bureau (BBB)
            ******* *****
            Complaint ID: ********
            Notice of Complaint Filed: July 16, 2025
  
  Dear ******* *****,  
  

  Thank you for contacting the Better Business Bureau regarding your phone, internet, and billing concerns.
  

  We are pleased to confirm that your new account #************************ telephone service at **************, has been successfully established under service order VA2100002479. The installation of both phone and internet services has been completed, and our technician has verified connectivity by reaching your answering machine to confirm operational status.
  

  In regard to your billing inquiry, the identified discrepancy has been resolved, and the appropriate adjustment will be reflected on your next billing statement.
  

  Please note that our findings have been formally submitted to the BBB repository within the designated 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:07/16/2025

  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 went on a cruise in Feb 2025 and upon returning my internet service was not working. I contacted them and they stated it would be about a month before a technician could come out unless we upgraded to fiber so we did and the technician never showed up. When I contacted the company the employee was very rude and basically made it seem like I was lying therefore we cancelled services. They had already stated they would give a partial refund for the time it was not working. Services were disconnected the beginning of March however I was still charged for the next month. They said an employee forgot to click a button to stop payment and a refund would be issued. They took another payment and I stopped auto-payment from the bank. I have called numerous times requesting a refund and each time they escalate the problem and say it will be 7-10 days or ***** days. It has been 4 months and nothing. Each time different excuse or time frame.

  Business Response

  Date: 07/22/2025

  July 22, 2025
  
  
  Re: ******* Strops 
  Complaint ID: ********
  Notice of Complaint Filed: July 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  The refund has been released and will be processed later this week. Please expect to received it with 7-10 business days after it is released via postal mail. It could take up to 30 days depending on your local postal carrier.
  

  We appreciate ******* Strops  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:07/16/2025

  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 been a Brightspeed customer for years and have DSL internet. They are now installing fiber internet and our neighbors are getting it but Brightspeed says there is an issue with our address. We have been calling for months with no resolution. **************** is absolutely horrible. We need someone who can help us get fiber internet.

  Business Response

  Date: 07/31/2025

  July 31, 2025
  
  
  Re: ***** Zelten 
  Complaint ID: ********
  Notice of Complaint Filed: July 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of fiber install issues.  We see that the fiber install has taken place. The porting for your phone service has been escalated to the next department to have it expedited as soon as possible.
  

  We appreciate ***** Zelten  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: 07/31/2025

   
  I am rejecting this response because:
  Brightspeed is taking no action to install my fiber. My sister and parents have fiber and live very close to me. The Brightspeed box is located at the end of my driveway. The company needs to send out a technician to physically see my property and install the fiber. They refuse to take any action. 

  Business Response

  Date: 08/04/2025

  August 4, 2025
  
  
  Re:***** Zelten 
  Complaint ID ********
  Notice of Complaint Filed: July 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. Per our records your fiber service was installed on 7/29 and the **** phone service is scheduled to be ported 8/8.
  

  Again, we appreciate ***** Zelten  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,
  

  T**** *.

  Brightspeed Customer Advocate
  
  
  CC: ***** ******
  

  
  

  Customer Answer

  Date: 08/04/2025

   
  I am rejecting this response because:
  My fiber internet has NOT been installed. Brightspeed is confused. They have installed my Dads fiber internet but NOT  mine. Just another example of their horrible customer service. When will ****************** install my fiber internet?? Thank you. 

  Business Response

  Date: 08/08/2025

  August 8, 2025
    
  Re:    Better Business Bureau (BBB)
           ***** ******
           23608829
          Notice of Complaint Filed: July 16, 2025
   
  Dear ***** ******:
  

  We appreciate the opportunity to have addressed your BBB complaint regarding your fiber install. Upon review, I have spoke3n with you about getting with the fiber build resources and will contact you as soon as I get information from them on the build at to your location. We have responded with the results of our investigation via the BBB repository within the answer period.
  

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  ***** *.
  Brightspeed Customer Advocate
    
  CC: ***** ******
  CC: Better Business Bureau
  

  
  

  Customer Answer

  Date: 08/12/2025

   
  I am rejecting this response because: 
  BrightSpeed did call me and said they would escalate this complaint. However based on past experience they will do absolutely nothing. They need to send a technician to my location soon to observe that there is a box at the end of my driveway and all they have to do is run a fiber line up to my house. My sister and father already have BrightSpeed fiber internet installed at their homes and they live very close to me. There are 3 people off of my driveway and we all want fiber internet. I'm extremely dissatisfied with their lack of response. Thank you for your assistance in this matter.

   

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed took over *********** years ago. Since the acquisition the service has suffered horribly. We as customers have no say as to whom we receive service. I am self employed and work from my home and desperately depend on my phone service and fax number for my business. My clients call my landline. I am ************************************************************** via landline. My cell service is sketchy here in my rural community so I cannot depend on it. We have limited options but could ALWAYS depend on *********** to be here in a day or two to repair my service not 2 weeks. This is unacceptable. Why is it that us older generation and rural communities don't matter? All I ask is that the service tech comes to fix my phones that suddenly have " no line" for no reason. Both my business and personal lines from the same location for some reason went out. No bad weather to blame. Sunny and hot. They worked fine 7/15 and this morning 7/16, "no line"on both. I am shuffled off to someone who doesn't care about my situation but says the earliest we can get someone there is 7/31. That's 15 days!!!! My surgery is scheduled 7/24. My medical doctors cannot get in contact with me if necessary. My cell doesn't work here and now my 2 landlines are down. I am beyond frustrated but we have NO OTHER OPTION here in my county but Brightspeed. Give it back to *********** so we can get better service. There is no reason it should take 2 weeks to get repair service. If we had any other option I would take it just to be completely finished with Brightspeed. We have lived in the house since 1997 and they still can't update our service address. The link from brightspeed still shows our house number as 2780 instead of 1230. It hasn't been 2780 for probably 15 years or more. I just need my phone service fixed!! Please!! not in 15 days.

  Business Response

  Date: 07/31/2025

  July 31, 2025 
  
  Re:    Better Business Bureau (BBB)
            ******** *******
            Complaint ID: ********
            Notice of Complaint Filed: July 16, 2025
  
  Dear ******** *******,  
  

  Thank you for contacting the Better Business Bureau regarding your phone service outage that began on July 16, 2025. Our local field office expedited a dispatch to restore your service, which was disrupted due to a damaged pedestal caused by county mowing. A credit of $35.00 has been applied to your account, which includes a late fee reversal and an additional outage-related adjustment. This credit will appear on your August 14, 2025 invoice.  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

  Customer Answer

  Date: 07/31/2025

   
  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:07/16/2025

  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.

  I am having issues with the service with Brightspeed for about a month. When I called them to have someone come out, I received a ticket number and date that they were going to come out. When that date came, no one showed up. I called their office again to inquire about the no-show of the serviceperson, and I was told they have no record of a service person scheduled to come to my home. Overall, it has been a mess with my phone service and the customer service with ****************** to attempt to fix my problems.

  Business Response

  Date: 07/30/2025

  July 30, 2025
  
  
  Re: **** Nicholson 
  Complaint ID: ********
  Notice of Complaint Filed: July 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  We have a technician scheduled for dispatch on 7/31 to your location.
  

  We appreciate **** Nicholson  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: 08/01/2025

   
  I am rejecting this response because:  we have 3 landline phones none work.  Our priority is our business line, ************, out of service for a month and a half.  I have made 12 attempts to call, reaching reaching persons twice.

  July 9th, transferred to business dept.  Technician to arrive July 14th, ticket #*******.  No show.

  July 28th, texr from Brightspeed, Technician to arrive Aug. 11 ticket #MOCS05286393.

  7/30/25 email from BBB, NC, indicating Technician to arrive 7/31/25.  No show.

  If not resolved in 3 calendar days we will turn information over to: *************************, FCC and City of ********* in hopes to revoke the franchise fee permit with Brightspeed. 

  
  

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  Re:**** Nicholson 
  Complaint ID ********
  Notice of Complaint Filed: July 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. Unfortunately, the tech date keeps getting pushed as they work through the damage that was sustained at the *******, MO central office. I have escalated to our field team to see if they know an estimated time of repair 
  

  Again, we appreciate **** Nicholson  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:07/16/2025

  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.

  This company keeps sending letters via **** which assume I am already a customer, which I am not. There isnt contact information to respond to them without using internet. The letters refer to payment owed them. I think this is a scam or a form of phishing.

  Business Response

  Date: 07/30/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/30/2025
  
  
  Re:***** *****
  Complaint ID: ********
  Notice of Complaint Filed: 7/16/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing dispute. I attempted to contact Mr. ***** but I have not been able 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

• Initial Complaint

  Date:07/16/2025

  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.

  Brightspeed internet provider has not provided service since 7/4 continuing until current date of 7/16 at7:36 am eastern time and is unable or unwilling to provide service, update with info, credit bill, or communicate any successful resolution of outage. Repeated calls to customer service has been unsuccessful.

  Business Response

  Date: 07/21/2025

  July 21, 2025
  
  
  Re: **** ******
  23607105
  Notice of Complaint Filed: July 16, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******* repair concerns. Following a thorough review of the ************************** confirmed that a duplicate *** complaint has been filed by Mr. ****** with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to Mr. *************** Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ******* *.
  Brightspeed Customer Advocacy
  
  CC: **** ******

• Initial Complaint

  Date:07/15/2025

  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.

  I had internet service with Brightspeed. I received correspondence to sign up for fiber as regular service would be phased out. I called to sign up for fiber. There was a 4 hour window for them to come. I took off work. The guy called toward the end of the 4 hour window and said they couldn't come and they had to do a line. I said it looked like there was a line being done out there. He said that wasn't Brightspeed but Socket, so I told him that I would just get Socket. I cancelled the fiber install and contacted Brightspeed about cancelling existing service. I contacted Socket for service and within a week had fiber and the line buried the same day of installation. I'm very happy with Socket and can't say enough about their customer service. I can't, however, say ANYTHING good about Brightspeed customer service. After I confirmed several times with various Brightspeed personnel about my service being disconnected (one of these was with a regional ***** I am still getting bills from Brightspeed as well as correspondence to have fiber installed. The regional *** really tried to get me to come back to Brightspeed and I consistently said no and that I was extremely happy with Socket. I asked him to please make sure that I never received another bill and that I was done with Brightspeed. Today I received yet another bill from Brightspeed for $242. The bill keeps going up exponentially each month. I am no longer a customer of ****************** and have an actual chat message saved to my phone that confirms that my service was disconnected in APRIL. (Can provided these upon request - they are over the limit allowed for attachments.) I do not owe these people any money because I HAVE NO SERVICE WITH THESE PEOPLE. My service is with Socket and will be with Socket from now on. Again, I have talked to numerous people with Brightspeed and have spent the equivalent of at least 8 hours on the phone with Brightspeed personnel to get this rectified with no resolution at all.

  Business Response

  Date: 07/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/28/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 7/15/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing dispute. I was able to submit a disconnect order to close the account. I have escalated to our finance team to clear the balance. I will follow up with the customer once I can confirm the balance is cleared. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/15/2025

  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.

  For 3 day's now the service provider has given several different dates and times for restoration of service. Technician even tracked down the issue, but yet company shows no outage and refuses to resolve the issue. Giving everyone the runaround and can't get a bill credit unless you request it. They'll bill you your monthly bill with no credit even though they are aware of the service outage.

  Business Response

  Date: 07/29/2025

  July 29, 2025 
  
  Re:    Better Business Bureau (BBB)
            ****** *******
            Complaint ID: ********
            Notice of Complaint Filed: July 15, 2025
  
  Dear ****** *******,  
  

  Thank you for reaching out to the Better Business Bureau concerning the internet service outage that began on July 6, 2025. The issue,identified as a cable outage, was resolved under repair ticket WOT2463387. A credit of $53.71 has been applied to your account and will be reflected on your invoice dated August 6, 2025. Please note that our findings have been formally submitted to the BBB repository within the designated 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

• Initial Complaint

  Date:07/15/2025

  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.

  A tech came out today to fix a problem with my neighbors house phone. The box is in my yard, and today it poured down rain. So when the tech guy came he pulled up into my yard instead of using the driveway and he tore up the yard in the process. I called Brightspeed to file a complaint and they kept hanging up on me. I was finally able to report the issue. However Im still not satisfied with the service I received.

  Business Response

  Date: 07/29/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/29/2025
  
  
  Re:***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 7/15/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the property damage. I left a voicemail and sent an email advising the claim would need to be submitted to our claims department. I provided the contact number. I will follow up again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy