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:09/03/2025

  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 were without our home phone service for 2 months. I called Brightspeed to report outage on July 7, 2025. Repair date given for July 24-cancelled by Brightspeed by email Rescheduled for August 3-not possible for us. Scheduled again by Brightspeed for August 13. Cancelled by Brightspeed by email. I called to complain. Representative said they had a bigger line problem that had to be fixed before private customer service. When I threatened to report to BBB, representative (within a few minutes) changed her story saying the bigger line had been fixed and their technician would come on August 13. He came but couldnt fix the problem. A different technician came on August 22 and got our phone working. He said it might work for a few days, a few weeks, months, or maybe years but that the equipment is very outdated, needs replacing and the company is unwilling to finance that. Also, extremely short on technicians (not replacing retirees). There are only 2 technicians for our area, hence the long wait time for repair. UNACCEPTABLE SERVICE! During that time period, we missed several very important calls. VERY DISSATISFIED!

  Business Response

  Date: 09/17/2025

  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by ***** *****.
  

  We strive to provide outstanding customer service, and feedback is appreciated to enhance our training. Brightspeed acknowledges the customers concerns and apologizes for any inconvenience experienced.

  I have spoken with the customer and verified the phone service is still working well. A credit for 2 months has been applied. I am reaching back out to them to verify possible issues with the internet connection as well. 

  Sincerely,
  **** *. 
  Customer ************************************ ******************

• Initial Complaint

  Date:09/03/2025

  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.

  Early July Brightspeed called several times to tell me they were switching to fiber optic. I agreed to an installation. The service guy came to hook service up on 7/31/25 but the fiber wasn't run to the building. Said they would install and reschedule. He said my old service would continue to work until the new fiber install happened. My wireless stopped working 8/28. 8/29 I called and was transferred around departments for 2 hours. Finally, they said they could not service the current wireless I have because I was scheduled for fiber install. They could not give me a date for install. I demanded my money back for the current service. They said it would take 3/4 days for it to return and I have yet to receive it. They said a service person would call me, I have not received a phone call as of 9/3/25. I have been without internet service for a week, with no resolution and no promise of new installation date. I have been a customer with them for 3 years. I don't understand how this is good business practice. We have other internet providers in town and I will be looking for new service. I am appalled at their customer service and the fact that they told me my service would continue working until the new fiber was installed. That was a blatant lie. They offered me no alternative to keep my current internet working. They gave me no promise of the new service being installed in a timely manner.

  Business Response

  Date: 09/16/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 16, 2025
  Re: **** ******
  ID # ********
  Notice of Complaint Filed: September 03, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the failed installation of new fiber services for **** ******. The hardware in the area is not completely installed and operational for the time of the installation as fiber is new to the area. The account has been closed and any refunds will occur if payments cleared back to their original card by the system automatically withing 60 days. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** ******

  Customer Answer

  Date: 09/17/2025

   
  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:09/03/2025

  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 signed up for service they came out did not complete the job and left and never came back to finish I called customer service who told me they would send them back out they never did. I rely on my WiFi I have two autistic sons who do in home therapy *** services due to the WiFi issue he was not able to fully due his services yesterday and now today their saying they cant get a crew out till tomorrow giant inconvenience

  Business Response

  Date: 09/08/2025

  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********* *******.
  
  Following our review of the account, I spoke with Ms. ********* *******, who confirmed that she has canceled her order for our service and returned to her previous provider. At this time, she has no additional questions or concerns.
  
  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate

• Initial Complaint

  Date:09/02/2025

  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 telephone service and internet service is not working. I had this problem 2 weeks ago and I was without service for a week before it was fixed and the service lasted 1 day. I called about the problem and was told I had to wait until 12 September until they could get to it. Ti use the internet I have to go to a business to use WI. There are other customers having the same problem with ****************** having to wait several days for repair. I asked for a billing adjustment and received it. But repair service should not take this amount of time.

  Business Response

  Date: 09/16/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 16, 2025
  Re: ****** *******
  ID # ********
  Notice of Complaint Filed: September 02, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the repair delays for ****** *******. The repair had already been scheduled. I have issued an adjustment for the downtime of ****** and should post to the account in the next *****. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ****** *******

• Initial Complaint

  Date:09/02/2025

  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 elderly father has been waiting for his phone to be repaired for 2 weeks plus everything I call they disconnect me or tell me something different and you can't understand them at all!

  Business Response

  Date: 09/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 15, 2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: September 3, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of the reported service issue.  
  Weve been unable to reach ***** ***** at the contact number provided. Multiple voicemail messages have been left. When calling the phone that was reported having issue, the line rings through to an answering machine, confirming that calls are reaching the residence (Brightspeed voicemail is not in use). As there has been no response, we will proceed with closing the case.
  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 ********************* Team

• Initial Complaint

  Date:09/02/2025

  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.

  Service stopped working 8/22/2025 four technicians scheduled no show numerous hours spent in the phone never a resolution!

  Business Response

  Date: 09/08/2025

  Thank you for contacting the Better Business Bureau regarding your recent service concerns.
  
  Following our review, we can confirm that Credit Adjustment refunds totaling $124.08 have been successfully applied to Ms. ******** account. Our records also indicate that a disconnect order was submitted and completed on September 2.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience throughout the resolution process.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate

  Customer Answer

  Date: 09/08/2025

   
  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. 
  

• Initial Complaint

  Date:09/02/2025

  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 a Brightspeed telephone customer for over 20 years. I am on an in-house heart monitor where the hospital monitors my heart through the telephone lines. About 2 weeks ago I had no telephone dial tone. I have called the company numerous times. There is never anyone to speak to, just a chat line. The company has given me a repair ticket for a tech to fix my phone on Sept. 9, 2025. I have tried to explain that I am On a heart monitoring device that uses the phone line. They say that they can do nothing until Sept. 9th. I need it repaired immediately!!! They do not care about me! Please help me.

  Business Response

  Date: 09/16/2025

  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by *************************
  

  We strive to provide outstanding customer service, and feedback is appreciated to enhance our training. Brightspeed acknowledges the customers concerns and apologizes for any inconvenience experienced.

  We spoke together today regarding the poor handling of our vendors regarding the escalation of the dispatch. A credit has been requested on the account for a month of service. Mr. ***** has my contact information to reach out to me for issues on the account or services in the future to make sure we escalate these tickets. 

  Sincerely,
  **** *. 
  Customer ************************************ ******************

• Initial Complaint

  Date:09/02/2025

  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 is charging me for a mistake that they made charging me for service I didnt have with them

  Business Response

  Date: 09/08/2025

  Good Afternoon,

  I was able to issue $454 in credits to the account which left $11 owed. I am trying to figure out how to give the final $11 as I zeroed out all invoices available. I will reach back out when I am able to give the last $11 on this account to make the total balance $0.

  Sincerely,
  ****** *.
  Brightspeed Customer Advocate
  
  

  Customer Answer

  Date: 09/17/2025

   
  I am rejecting this response because:
  On July 11, 2024 I cancelled my internet service with Brightspeed at my current address, *******************************************. I attempted to have my internet reconnected through Brightspeed, and they hooked up the internet at the incorrect address, *******************************************. I reached out numerous times to: **** ******** and ***, Brightspeed billing dept. supervisors, letting Brightspeed know it was hooked up at the incorrect address and trying to resolve the issue. I was told they would correct their mistake, which never happened. I got a bill for $70. That bill is now $465 due to interest. Brightspeed is wanting me to cover this bill although the internet was not connected at the correct location. They mentioned all calls are recorded, so I insisted they review previous calls, and I was told the calls dont go back that far.   
  

  Business Response

  Date: 09/19/2025

  Good Afternoon,

  I added additional credit on the account to zero out the balance we now owe a refund of $24.40 which will be sent out via check within 45 days. It looks like it was $11 past due that was incurring a $22 late fee each month as well. Simply giving a refund wouldn't clear the balance owed which is why I gave credit in a large enough amount to put the totaled owed to a negative number. I also verified that there was no sort of auto draft set up. I hope this satisfies the request. At this point you don't owe us anything we actually owe you $24.40.

  ****** *.
  Customer ************** (***)
  
  

  Customer Answer

  Date: 09/20/2025

   
  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:09/02/2025

  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 upgraded my service last year. I was told I had to cancel my service and start a new service account in order to do so. I paid for my services every month. In April 2025 I had a collections report show up from a collection agency staying their source was brightspeed. I called Brightspeed and they stated they had made a mistake and would fix it and that I did not owe any money. They stated the account showed a zero balance now but they could not send me any information directly to prove this. It has been 4 months and 4 phone calls with the same answer every time. Today I called and spent over 45 minutes on the phone before the representative just stopped speaking. This company made a false credit report *** will not own up to it. This is insanity and fraud at its finest.

  Business Response

  Date: 09/16/2025

  September 16, 2025
  
  
  Re: Toba Sragg 
  Complaint ID: ********
  Notice of Complaint Filed: September 2, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of past account issues.  I have reviewed the account, and our records indicate that there is a zero balance on the account in question. The balance that was on the account in the amount of $375.96 was removed from the account in June 2025 with the addition of Goodwill credits that were added to the account. 
  

  We appreciate Toba Sragg  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:09/02/2025

  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.

  Hello, it's me again. I sent in a complaint earlier this month about Brightspeed not repairing my phone line, and it is still dead--since at least the 8th. They have also stood me up twice. On the 19th they were scheduled to come repair the line, asked me to wait here at home all day as they would arrive between 8 and 5, and the technician would touch base with me. No one showed up nor contacted me, and the line remained dead. And they just repeated this behavior yesterday on the 28th. People in the company have told me that they don't want to maintain their copper land lines any more, and they just slow walk repair until customers grow fed up and cancel their land line. So is this it? Do they actually not intend to repair the line? Are they just putting me into an endless circle of empty promises until I simply give up? Can you help?

  Business Response

  Date: 09/16/2025

  Dear Kisis *****:
  

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by **** *******.
  

  We strive to provide outstanding customer service, and feedback is appreciated to enhance our training. Brightspeed acknowledges the customers concerns and apologizes for any inconvenience experienced.

  I have attempted to make contact but have not received an response as of 9/13, when we reached out.

  The account shows a pending order to port out the phone number and disconnect services from Brightspeed. 

  Sincerely,
  **** *. 
  Customer ************************************ ******************