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:07/15/2025

  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.

  Someone fraudulently created an account with ****************** using my name and email address without my permission. The phone number and address on the account are not mine. Since June 17, 2025, I have called Support ten times and left five messages with the **************** (most recently on July 15, 2025) but have received no help. I want my Personally Identifiable Information (PII) removed and the account closed or corrected. Brightspeed has ignored my repeated good faith requests and is mishandling my PII. I am asking the BBB to help get a response, have my PII removed, and receive written confirmation that this is resolved.

  Business Response

  Date: 07/29/2025

  BBB of **********************************
  **********************
  ******************
  
  
  July 29, 2025
  
  
  Re: ***** ******
  Complaint ID: ********
  Notice of Complaint Filed: July 15, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint concerning the unauthorized account established in the customer's name. We have initiated a thorough investigation and are working diligently to reach a prompt resolution. Our team remains committed to transparent and ongoing communication with the customer until the issue is fully resolved.
  

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

• Initial Complaint

  Date:07/15/2025

  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.

  As we were told that the copper phone lines would not be maintained any longer we opted to switch to the fiber Brightspeed was offering, we were not told the phone number would change, as we have had that number for 30 years it is beyond in convenient as it is linked to doctors, emergency contact etc. Calling customer service we were told 7-10 days to be resolved. I am assuming in the meantime that the number is out there and someone else could get it. This is beyond unacceptable, in addition to that there is the amount of equipment that is now in the bedroom and taking up space where a nightstand and lights etc. are at. Had we known all of this we would not have changed at all. But Brightspeed is the only option other than ********.

  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 problem with the phone number. We have an order submitted to change the number. I have escalated this to our order team. Once I hear back I will follow up with the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• 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 was living with my mother at the time (the address within the bill) and we had tried to get internet through this company. There was no installation tech sent out after being requested TWICE for such, and the modem we received would not work. After multiple attempts to resolve this issue within two weeks, we decided to just cancel service overall as well as return the modem, which we received a refund for after another round of contact when they almost refused to send the refund even though we sent back the company modem. I have not had this account active since March of 2024. I just received the bill pictured as of yesterday (7/14/2025) that is claiming an overdue bill of *****, and while on the phone with one of the representatives, he double checked the account and did confirm the account had no balance due and had not been active since March 2024.

  Business Response

  Date: 07/29/2025

  July 29, 2025
  
  
  Re: ******* Mckenzie 
  Complaint ID: ********
  Notice of Complaint Filed: July 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  I have forwarded your issue to the collections department for further investigation. Please allow time that query to take place.
  

  We appreciate ******* Mckenzie  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:07/15/2025

  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.

  My Mom has been without full phone service since June 18th. Our phone stopped working on July 6th. My Mom is almost 87. She has health issues and a pacemaker. I have to drive to check on her daily. She does not have cell phone or internet. Landline only. Brightspeed is a major issue. This has happened several times since they, unfortunately, took over the only option to phone service that we have. They need to do something! The last person that I talked to was in *********!

  Business Response

  Date: 07/29/2025

  
  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 29, 2025
  
  
  Re: ******* ********
  Complaint ID: ********
  Notice of Complaint Filed: July 15, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint regarding the customer's phone service outage, which began on July ******. Repair ticket WOT2463387 has been expedited due to repeated delays, and we are actively working to resolve the issue. We remain committed to maintaining open communication with the customer until the matter is fully resolved.
  

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

  Customer Answer

  Date: 08/02/2025

   
  I am rejecting this response because: It has now been 28 days without phone service. I have tried many times to communicate with brightspeed. It's pretty much like talking to a rock. They did put a ticket in for a tech. to come look at my phone. The tech. called me 7/31/25 AM and was completely honest with me. He told me that it was pointless to come here to look at my line, because the problem wasn't here, but it was at the building that burned in *******, ********. I told him that I had numerous conversations with brightspeed and nobody had ever said that. Why? He noticed that I was trying to get my mother's phone service back too, so he took it on himself to put in a ticket for her, showed up the same day and installed a wireless box that got her partial phone service. My hat is off to the tech, but brightspeed did nothing but try to cover things up and would not tell me the truth. The tech told me that they had no idea when service would be up again. Just be honest with people! 

  **** ********

  
  

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  Re:******* Anderson 
  Complaint ID ********
  Notice of Complaint Filed: July 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Again, we want to apologize for any misinformation that was given to you about the situation that impeded the service at your location. We are currently working to get the service back operational for all customers in the area.  
  

  Again, we appreciate ******* Anderson  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. I give up. I am tired of trying to play this game. We have been without a phone line for over a month and have only had partial service from June 18th to July 6th. Guess this is how Brightspeed keeps a decent rating with BBB.
  
  Thank you. 

  **** ********

  
  

• 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.

  I've had service with Brightspeed for many years & have had continuing issues with them. Recently I switched to fiber optic. I was told if I did the switch to fiber optic it would save me ********* would have better service. So, a few months ago I did switch to the fiber optic. Since then, it has been a total nightmare. I was told that my phones an internet would only be down for 2 hours at the most. I was without both for 2 1/2 days. I could not reach anyone who could help. I just kept getting people overseas & everyone would tell me a completely different thing. I was also told by everyone I spoke with that they could not help me that they would transfer me to someone that could help. Finally on the third day one of the gentlemen that I had been talking with in the *********** went over & beyond to get me help. Through one of the people I talked to told me he was given in correct instructions to get me set up. I then notified him that what he was told to do was not the way to set up my ****************** He was in complete shock. I was told that they would send me all items need to have me up and running in a couple hours. I had to purchase several items in order to do so. Everyone I had to talk to was completely clueless on what to do & not only that they were all out of the country. It was like they just had random people out of the ************* working that had no idea on the job they were supposed to do. They all just keep saying I don't know how to help you (completely clueless) I don't think they had any training at all. I believe my total time on the phone resolving this matter was over 16 hours. Then yesterday I received an email that I was being turned into collections for a ******. I am set up on automatic payments. They have swept my acct. every month so I can't see how I can owe them anything. Of course, no one I talked to (4 different people) in a 1 1/2 on the phone could help. The 4th person hung up on me saying they couldn't help.

  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 have escalated this to our ************* team to review and they will follow up with the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/29/2025

   
  I am rejecting this response because:
  
  

  Business Response

  Date: 08/01/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  8/01/2025
  
  
  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. Our customer care team contacted the customer. They advised the account was not past due. The customer advised they were reassured and happy we called.
  
  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.

  I have been on the phone since 8 am this morning with ************ along with several hours a month Trying to figure out why my bill continues to go up yet my features are being taken and service doesn't work correctly I have proven and showed my proof to employees even asked them to look into it themselves. Here is the list of main issues as I only have so much space *My bill in January 25 was ****** as of June 25 its ****** *I am being told I can not do a different plan until your migration is done. and my prices will continue to increase until then . when your company has been switched over since 2022 *Under the "Package summary" It states i'm grandfathered in to the CenturyLink Business Bundled Prefered plan. But that plan has me getting more features for a set price (******) and not only have i lost or been charged for features that should be included my bill has still doubled 4) It is listed in the Package summary, service summary on my online account, as well as your website that unlimited long distance is included (would be in both the grandfathered plan and your new plans) I am still being charged 3.99 a month. 5) I have an equipment fee on my bills that i should not have. I have century link equipment that I paid in full. and ***** specifically stated that there was no equipment charge in October 22 when you guys took over but your company decided to add it on anyways *I have lost call forwarding in the last 1-2 weeks for unknown reasons (again call forwarding is covered in both the grandfathered plan as well as your generic service bundle.) I called around 7/7 talk to technical support to which the manager there told me I do have it and it should be working but isn't. was supposed to give 15 days credit and cover the jobs I lost with it not working ************* continues to take more and more money for services we have call in about not working on a regular basis. Please contact me if any documentation is needed past what you can see on my account

  Business Response

  Date: 07/29/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/29/25
  
  
  Re: ****** *******
  23603570
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the account and billing issues.

  This case was escalated to an Executive level and to ***** *. on 7/15 for review and resolution.

  Please let us know if this is still not resolved or contact was not made.

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

  
  

  Customer Answer

  Date: 07/29/2025

   
  I am rejecting this response because:
  I had one person contact me and state they were going to figure it out. Had one email and now havent heard back again. Looking for this to be handled before you guys take any extra money from me again. 
  

  Business Response

  Date: 08/06/2025

  BBB of **********************************
  **********************
  ******************
  
  
  8/6/25
  
  
  Re: ****** *******
  23603570
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a business account and the billing. 

  We will re-escalate to the business account management team for contact and review with the customer. 

  Please keep this case open until we can confirm their receipt of the request and contact made. 
  
  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.

  We cancelled Brightspeed services in Nov 2024. We got a confirmation of this cancellation on Nov 2, 2024. It stated my services would be cancelled on Nov 6th 2024. We have continued to be billed month after month accruing charges each month. We have no equipment with them. I have tried to take care of this through Brightspeed, but I get the runaround. I get transfer after transfer transfer. I get told they are looking into it, then get sent to an automated bill pay.

  Business Response

  Date: 07/29/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 29, 2025
  
  
  Re: **** *****
  Complaint ID / Rejection: ********
  Notice of Complaint Filed: July 15, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has concluded its review of the Better Business Bureau (BBB) complaint concerning the customer's service **************************** and billing dispute. We are actively working toward a resolution and will maintain ongoing communication with the customer until the matter is fully resolved.
  

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

  Customer Answer

  Date: 07/29/2025

   
  I am rejecting this response because:
  I keep receiving this bill in the mail for an account that was cancelled in NOV. 

  Business Response

  Date: 08/05/2025

  August 5, 2025
  
  
  Re:**** *****
  Complaint ID ********
  Notice of Complaint Filed: July 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. We are still reviewing the actions needed to stop the notifications from being sent to you on the cancelled account. Please bear with us while we work on this action.
  

  Again, we appreciate **** Adams  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:07/15/2025

  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.

  I am filing a complaint due to the lack of professionalism and incompetency of several employees. I called on 7/6 /2025 to notify that my internet was down. Tried troubleshooting over the phone. I explained that it was likely the modem was the issue. They scheduled a technician to come on 7/14. OVER A WEEEK LATER. I received several texts , even the day of that the technician would be there between 8 and 5 and would call ahead of time. Noone arrived. Called Brightspeed to find out what is going on. Was on hold for 1.5 hours to speak to a supervisor. During that time, I received text at 5:56 pm stating" your technician is there, you may not see them." Two minutes later , received a text that the problem was solved. IT WAS NOT SOLVED. ***** came into my home . The issue is not with a service line. NOONE ELSE IN MY neighborhood is having issues with internet, with the same provider. Spoke to a supervisor who did nothing!! Why did they not call the technician? They only offered another technician to come on 7/24, ten 10 days later. The level of incompetence and inability to problem solve is not something I should pay for. I want this months payment reimbursed to me and for the staff to know how unprofessional this business it.

  Business Response

  Date: 07/21/2025

  July 21, 2025
  
  
  Re: ****** Schulz 
  Complaint ID: ********
  Notice of Complaint Filed: July 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  A credit has been applied to the account for service outage days for the month of July before the customer *************************** service. 
  

  We appreciate ****** Schulz  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:07/15/2025

  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.

  Im filing this for my dad ***** *** he lives at the address I provided he has not had a telephone for going on four weeks and Bright speed is now telling him it will be another month before they come out and fix it. The phone line is laying across the road in front of their house so it is not an inside problem. It is on bright speed. He is 80 years old. He is on oxygen and has a heart condition. They have borrowed a cell phone in the event that they need to call 911 but cant keep that. This is a medical emergency he need the land line to be fixed!

  Business Response

  Date: 07/29/2025

  July 29, 2025
  
  
  Re: ******* Pritchett 
  Complaint ID: ********
  Notice of Complaint Filed: July 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair interval issues.  We currently have a tech date set for 9/2. I have escalated for a sooner date and will keep you posted if a sooner date comes available.
  

  We appreciate ******* Pritchett  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:07/15/2025

  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.

  My internet went out on 7/7/25. Initial call to Brightspeed was on 7/8/25 and it was decided that an appointment with a technician was needed. Appointment was made for 7/11/25 and someone over the age of 18 needed to be at the home from 8am to 5pm; arrangements were made to accommodate that window. On 7/11/25 at 0746 I received a text stating the tech was due today and that I would be notified when the technician was on the way. At 4:50pm I called to check on the status of the technician because I had not received a text. The representative told me that the technician would still be coming, and the technician would text me. At 7:30 pm I called them back due to the technician had not shown up or had sent me any messages. I was told that the technician rescheduled my appointment to 7/14/25 and that I'd need someone there over the age of 18 at the home from 8am-5pm. Arrangements were made once again for the someone to be at the home on 7/14/25. On 7/14/25 at 2:22 pm I called Brightspeed again because still on communication regarding that day's appointment; I was informed that I never had an appointment for that day (I had also done an online chat that morning stating I had a ticket for the 14th) and that the earliest appointment would be on 8/8/25. Where I live we have no cell phone service, so if there was an emergency I have no way of contacting anyone. We also have no television without internet.

  Business Response

  Date: 07/21/2025

  July 21, 2025
  
  
  Re: Savannah ***************************** ID: ********
  Notice of Complaint Filed: July 15, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  A tech had been allocated to come out to your location on 7/22 to assess your issues.
  

  We appreciate Savannah **************** 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: ******** **********