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:04/28/2025

  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 Thursday April 17th or Friday the 18th Brightspeed install subcontractors were working up the street from my house pulling new lines in one of their terminals. While they were working, they damaged the line to the terminal that my home is connected to. We had a technician out on Monday the 21st who informed us of the issue. He told us it would be about 24 to 48 hours before it was fixed by the install subcontractors. End of day April 23rd. On the 24th it was still not fixed so I spent hours on the phone explaining my issue. They sent another technician out that day who confirmed the initial issue. It's now the 28th and I can't get them to come out and restore my service. My lines are fine, my equipment is fine, they have damaged lines in their network and they will not fix them to restore my internet. I want them to restore my service and refund 1 month of my bill for the ridiculous amount of effort I've had to go through to get this resolved.

  Business Response

  Date: 05/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/7/25
  
  
  Re: ******* ******
  23260403
  Notice of Complaint Filed:4/29/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the extended service outage due to a damaged cable. We were able to escalate to the contractors to get the fiber line replaced. 

  Our Field supervisors verified that this was completed today. A credit for a month of service has been applied to the account. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:04/28/2025

  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.

  They disconnected our internet on Tuesday due to them not seeing our payments since February due to an update on their end. We have been in contact numerous times and they keep saying we will have internet in 24 hours. Been a week without internet and we can never speak to someone higher up to get it resolved even though they've found all our payments that were made on time

  Business Response

  Date: 05/12/2025

  May 12, 2025
  
  
  Re: ******* Meadows 
  Complaint ID: ********
  Notice of Complaint Filed: April 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of restoral issues.  After review of the account, all the credits have been applied leaving a credit balance of $13.53 on the account.
  

  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: ******* *******
  

  
  

• Initial Complaint

  Date:04/28/2025

  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 am the adult daughter of parents who are Brightspeed customers. I am concerned because the quality of their internet service is inconsistent ant best and my elderly parents experience outages way more often than should be allowable, often lasting for days. This is confusing and stressful for them. It is also affecting their rental property, which also has Brightspeed, which is the only available internet option in this *************** parents pay their bill on time every month, via automatic ACH, through their bank. More than once they have been told that their payment has not been received and now their service has been cut off. This is clearly a payment processing problem on the part of Brightspeed. Not having internet is frustrating and a waste of time. My parents need Internet access to pay bills, access, medical portals, and run their business. Every time this happens, it involves hours and sometimes days effort to get service restored. This company has terrible customer service, the wait time when you make a phone call is Long and we often get disconnected while trying to reach help. This whole situation would be difficult for anyone, but especially for people who are not digital natives.We are asking for immediate restoration of **************** and it should be their responsibility to locate the problem in their billing system. Our bank records of payments having been made. We are tired of going through these steps over and over multiple times each year. Our renters are also frustrated.

  Business Response

  Date: 05/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/07/2025
  
  
  Re: ****** & ***** *********
  Complaint ID: ********
  Notice of Complaint Filed: 4/28/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service.  Our technician was able to make repairs and restore the internet service. I confirmed with the customer the issue is resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 05/07/2025

   
  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.
  

  The company--Brightspeed--with whom we were having problems has responded to the complaint and restored internet service within 36 hours of you reaching out to them. Things seem to be fine, now.

   

  Thanks for advocating for us. I and my parents deeply appreciate it!

   

  Sincerely,

   

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

  
  Thank you. 
  

• Initial Complaint

  Date:04/28/2025

  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.

  Trying to cancel service called for 5 days now to cancel and wait for over 45 minutes and then told system is down and can't cancel call back in 3-4 hours. Called this morning same thing asked to talk with supervisor and she said she can't help need to talk with a specialist. I just want to cancel service they sent a new motoma I asked for a return ticket to send it back we will have a specialist come out. We already got new service from a different company. Can you please help us cancel

  Business Response

  Date: 05/06/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/06/2025
  
  
  Re: ******* ****
  Complaint ID: ********
  Notice of Complaint Filed: 4/28/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem cancelling internet service. We were able to process a disconnect order. I advised the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:04/28/2025

  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 business, ***************, received a bill in February 2025 from Brightspeed that had increased by $60 from the previous 12 month bills. I requested a reason why that had occurred and I never received a response. Subsequent to that Brightspeed did not issue another paper bill. I began receiving bill statements by email saying that my monthly bill had to be paid ***;ine as Brightspeed had gone to paperless billing. This was done without my consent or knowledge as I wanted an explanation why my bill had gone up.I also had not opted into paperless billing, I want them to send me a paper bill so that I can post a check to pay and I want to know why my bill has been hiked up by $60 each month.I have tried to contact them and after each conversation they say they will send a the reason for the increase and a paper bill. I never receive anything.I called on the 20th Feb - spoke with ****. I called on 24th Feb and spoke with Ermese. I called on 25th Feb and spoke with **** and ******. April 24 I spoke with **** and still without a reason for the bill hike I mailed out a check for March and April.

  Business Response

  Date: 05/12/2025

  May 12, 2025
  
  
  Re: ****** Atulomah 
  Complaint ID: ********
  Notice of Complaint Filed: April 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of pricing and bill copy issues.  After carefully reviewing your account, I found on Page 2 of the ******* statement it statesFor customers that do not have HSI, PBI, DSL under a fixed term contract, Brightspeed will begin charging them the current rates per individual line starting with your next 1-2 bill cycles., that is where the price increase came from. The small business department had a glitch in their system that ceased the printing of paper bills for a period and that is why you received paperless bills during that time. Your account is set to paper billing moving forward  .
  

  We appreciate ****** Atulomah  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: ****** Atulomah
  

  
  

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently settled a billing disparity with this company and requested copies of my account records to reconcile with mine. They refused, said they would only send 2 months statement

  Business Response

  Date: 05/12/2025

  May 12, 2025 
  
  Re:    Better Business Bureau (BBB)
            *** ******
            Complaint ID: ********
            Notice of Complaint Filed: April 28, 2025
  
  Dear *** ******,
  

  Your BBB complaint concerns reprinting billing statements from November 2024 April 2025. Our system allows reprints for the last two statements only. Prior statements can be viewed and printed via online account access. I provided my direct contact via phone call to proceed with online access. Investigation results were submitted to the BBB repository within the response period.

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

  Customer Answer

  Date: 05/13/2025

   
  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 cut my losses with the company and severed ties. Please close the case.
  
  Thank you. 

  
  

• Initial Complaint

  Date:04/28/2025

  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.

  Hi, I'm the bookkeeper for a hair salon called, Mindoro Cut, and have been for over 30 years. On Friday Feb. 28, 2025 I get a call from an employee saying the phone isn't working. I immediately phone Brightspeed to correct the problem. After being on hold for roughly 20 minutes and explaining my situation I was told I had the wrong department. Dah! When you phone Brightspeed there are no options to direct you to the correct department. Residential or Small Business. So she transfers me and after a few minutes it hung up. START OVER. Call back, wait ***** minutes, explain the problem, must transfer to correct ***** OH GOD! Got through! Explain everything again. He says I need to pay $778.70 to reconnect the phone. I explain that I had just sent $300.00 and my books showed we still owed $144.92. After failing to get any sort of cooperation I paid him the $778.70. Then I explained how important the phone was for making appointments and asked when they'd reconnect. He said the check would have to clear them a work order had to be made. I asked again, when would it be back on. He says, AGAIN, the check has to clear and a work order... I said, come on you must know, a week, a year, a day, what? He goes, the check has to clear... I said, you're an a** hole and I hung up! That was still Friday the 28th. Monday afternoon, March 3rd, I called the salon, phone still out of service!!! Check out my bank, both the $300 and the $778.70 were PAID!!! The disconnection notice said we had until business close on the 28th! Latest bill shows both payments on the 28th!!! Went to their website shows the number I'd been calling on the small biz page. E-mailed and they suggested I wiggle the cord! Early morning on the 11th guy shows up at my home ready to fix the phone. The salon phone was FINALLY back up on Mar. 12th! At one point I was supposed to be transferred and sat for almost an hour listening to a bunch of ppl laughing when he screwed up transfer.

  Business Response

  Date: 05/09/2025

  May 9, 2025 
  
  Re:    Better Business Bureau (BBB)
            ***** *****
            Complaint ID: ********
            Notice of Complaint Filed: April 28, 2025
  
  Dear ***** *****,
  

  Brightspeed reviewed your BBB complaint regarding your billing dispute and refund request. Your 2/15/25 statement showed a past due balance of $825.24, with a $200 payment reducing it to $625.24. ************* was disconnected on 2/24/25 and reinstated on 3/10/25, adding the monthly and reconnect fees, bringing the past due balance to $838.60. Payments totaling $1,069.75 were received, including a $300 carryover for the 4/15/25 statement.Your account now has a $83.12 credit after the monthly charges, which will carry over to the 5/15/25 statement. 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

  Customer Answer

  Date: 05/27/2025

   
  I am rejecting this response because:
  

  ***** M. *****,  I replied to Brightspeed in a timely manner on 4/28/2025.  Here is my response to them.  Their solutions to all their problems can be seen below my response.   Thank you, *****

  See, this is so typical of the service provided by Brightspeed.  I'm not ***** *****!  He's the owner of the salon that you screwed out of phone service for two weeks when all you had to do was flip a switch to reconnect the service that shouldn't have been disconnected in the first place!  My name is ***** ***** and I've been doing the books for the salon for over THIRTY YEARS and we've NEVER HAD THE PHONE DISCONNECTED!!!  Which, should be very obvious by this point after a half dozen e-mail messages and almost SEVEN HOURS on the phone trying to speak with one competent human being to fix the mess!!!  I'm really sick of having to repeat myself over and over and over only to have you people suggest that I wiggle the cord. Or, having some kid show up HERE AT MY HOME TO FIX MY PHONE when it's the *****'S PHONE and it WASN'T BROKEN!!!  It was disconnected even though you had two payments before the close on the 28th!!  ************ account shows both checks, $300.00 and $778.70, PAID ON MONDAY 03/03/2025 which means you must have had them by FRIDAY 02/28/25!  YET THE ***** WAS WITHOUT A PHONE UNTIL 03/12/25!!!  The tiny salon is holding on by a thread and your over priced crappy phone service doesn't help!  Also, new to my complaint, who charges a fee to have customers pay their bill over the phone?  JUST YOU and funny, I paid $778.70 and it only shows a payment of $769.75???  Did I miss the $8.95 charge on your ridiculously confusing phone bill?  Somebody just pocketing that?  Same with the $11 the disconnection notice shows for reconnecting but the bill showing $73. ????  I've been a self employed bookkeeper since 1988 and I've NEVER seen a company, of any sort, so screwed up.  From the program that directs customers to the wrong ***** to the serviceman showing up at my door.  Getting disconnected while the morons transfer calls.  One moron was supposed to transfer me and I sat here doing taxes for almost an hour while listening to your techs. laughing and talking and having a good ol' time.  No wonder wait time on hold is an average of 20 minutes!!!  The one tech. was a total a** hole.  Your web site says you're willing to work with your customers.  NOT!  Even the web site is screwed up.  Wrong phone number on the small biz page.  It blames the ****************** for the disconnection rules and they don't even deal with you people any longer.  The ************************** does, but fear not, they're on your side.  ************** for ***** to close.  Talk about wasteful spending!!!  I averaged 20 weeks of sales for the salon and it's roughly $150/wk.  I want at least $300 taken off of the bill for the two weeks our customers were unable to phone in for appointments.  That doesn't even count the 2 weeks without a phone that we've already paid you for!  All this c*** in the middle of my tax season!  The idiot at Consumer Protection suggested a lawyer.  Wonder if interrupting the 140 tax returns with 8-10 hours of stress from Brightspeed is worth anything?  Unbelievable.  

  Sincerely fed up,

  ***** *. Kline 

  
  

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Re: Better Business Bureau (BBB)
  ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: April 28, 2025
  
  Dear ***** *****,
  
  Brightspeed reviewed your BBB complaint regarding your billing dispute and credit request. I appreciate your feedback and understand the inconvenience with the salon being out of service for 2 weeks. A $212.91 credit has been applied. Please allow 1-2 billing cycles for it to appear on your statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ***** *****
  
  

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a short-term rental that is my livelihood and I can't get anyone to assist me with the service when it goes out. I have to refund the majority of my money made from the *** to the guests (Last 2 wks). When I initially called them no one seemed to know that they could reboot from their end (2 hours on phone). I was finally transferred to tech support and this individual said he would reboot from his end. It did not work, and I can't get a hold of anyone that knows what is going on and they will not send a repair tech to the property. All of their support is outsourced overseas; they read from a script and don't know what to do if the problem isn't in the index of problems. This is the only internet provider in the area and I am losing money with my ***. I would like for the BBB to help get a hold of someone at the company that can get my service repaired and refund me for my lost income and service fees.

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  Re: Better Business Bureau (BBB)
  *** ******
  Complaint ID: ********
  Notice of Complaint Filed: April 27, 2025
  
  Dear *** ******,
  
  Brightspeed reviewed your BBB complaint and expedited Ticket WOT2099300, which was repaired on 4/30/25. The tech fixed the service wire and adjusted the cable at the terminal. Service was verified, and a two-week credit was applied for the 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:04/26/2025

  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 agent have called multiple times to encourage us to upgrade the internet service to fiber. I finally agree to do the upgrade, but instead of upgrading using the existing account, they created a brand new account and continue to charge two internet service on the same address. I called brightspeed to ask to close the old internet service but they said they are not able to just close the internet service only because it is bundled with two phone services. We are in restaurant business, I told them I can not afford to lose my phone service because that is how we receive orders and making money. But the customer representative I spoke to still ************************* my service even after I explained to him. When I call back to find out my service got disconnected, another representation told me the service will be back by the end of the day, which it never happened. And he also told me that his supervisor will call me regarding this issue, which never happened. At the same time, I am waiting for the Brightspeed with RingCentral phones to be arrived so I can continue to use my old business phone number that we have been using for years. I can not afford to lose that number, that is how we survive as a restaurant business.

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  
  Re: Jia Wang 
  Complaint ID: ********
  Notice of Complaint Filed: April 26, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  Unfortunately, the customer was advised that since the previous number was housed in the residential system it could not be ported to the fiber business system but she could have it reactivated in the residential system.
  

  We appreciate Jia Wang  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: 05/08/2025

   
  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 since I am able to continue use my phone number again. 
  
  I am able to reactive my phone number after it has been closed for almost five days. The Brightspeed didnt offer any credit or discount for early termination and the financial loss we had for losing our phone service. 

  I really appreciate for BBB to hear my complaint and reach out to the company for me to help me get this issue resolved.

  Thank you. 

  
  

• Initial Complaint

  Date:04/26/2025

  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.

  Trying to get phone service and internet straightened out. Been without phone service for over 24 hrs. Trying to talk to someone about it and keep getting the run around saying an outage in the area. It only happens when it rains which leads me to believe the problem is outside the home. Was told no problems outside without ever sending anyone out to check and see. **************** non existent in helping. Disabled parents and need our phone service and internet fixed !!! Do Better!!!

  Business Response

  Date: 05/06/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  5/06/2025
  
  
  Re: **** *******
  Complaint ID: ********
  Notice of Complaint Filed: 4/26/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. Our technicians were able to make repairs to restore the phone service. The customer advised that they decided to ************************* the service. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy