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:07/11/2025

  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.

  Our land line went dead after several thunderstorms. I started contacting Brightspeed through their chat. I explained the problem and it took a week to get a ***air ticket number. I was told that the ***airman was scheduled to come July 9. When he did not come I chatted again with Brightspeed and they moved the ***air date to July 11, today. Now when there was no contact from any ***air man today I got back on the chat and asked them where our ***airman was. The *** told me we were scheduled for a ***air on AUGUST 11. Told them there is no way we could be without our land line working for a month. I am shocked and amazed that Brightspeed is perfectly comfortable with making their customers wait a month for a ***air. We live in the ****** foothills and there are no mobile towers out here. Furthermore I have an autistic son and if we had an emergency I could not call out. I am 69 years old and have arthritis in my knees bad. So getting up and getting in the car to go to my neighbors to use their phone to pay bills is what I have had to contend with. It sounds like Brightspeed expanded their base of customers with no way to service them in a timely manner. This is unacceptable and it's not like we can change carriers they are the only ones out here.

  Business Response

  Date: 07/25/2025

  July 25, 2025
  
  
  Re: ***** Frillman 
  Complaint ID: ********
  Notice of Complaint Filed: July 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review of the account, I got with dispatch and got your technician date moved up to 7/30.
  

  We appreciate ***** Frillman  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:07/11/2025

  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 procured service from Brightspeed on 6/4/2025 and scheduled an install on 6/19/2025. No technician ever showed up for my scheduled appointment nor was I informed that there were any changes to my appointment. I have contacted Brightspeed several times and have not been able to get a clear response on when i will be able to get internet service. Every time I am told a ticket is being entered or escalated, but at no point can I get anyone to give me a clear answer on what the delay is or when I can expected a resceduled install.

  Business Response

  Date: 07/22/2025

  Brightspeed appreciates the opportunity to review the BBB complaint regarding the delayed install. I wanted to provide an update. The install required a road bore. The last update we were waiting for permits. We have escalated this to our team that manages this work. Once I receive a status on this I will follow up.

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

  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  
  

  Customer Answer

  Date: 07/25/2025

   
  I am rejecting this response because: I do not understand why it took opening a case with BBB to get this information.  I have been calling customer service for the past month and it is incredibly frustrating that no one has been able to provide me with this information.  Additionally this response still does not confirm when the service will be installed.  Given that my address was identified as being eligible for service I expected to have service by the date that installation was scheduled for.
  
  

  Business Response

  Date: 07/29/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/29/2025
  
  
  Re:**** ******
  Complaint ID: ********
  Notice of Complaint Filed: 7/11/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the delayed install. The install required a road bore. We have escalated this to our team that manages this work. Our contractors are reporting they are waiting on permits from *****************
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/30/2025

   
  I am rejecting this response because: I understand that this was escalated to the local contactor and that permits were required.  I would like to get a better understanding of why it took so long to get this information from Brightspeed.  Additionally, is there a reason that the permit process is taking so long.  In my recent experiences with the ****************, ** permit process, it does not take over 30 days for permits to be approved.  Please advise what the timeline is moving forward to complete this work.

  Thank you.

  
  

• Initial Complaint

  Date:07/11/2025

  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.

  Our area in *************, ******** has had very poor, intermittent, and complete outages in internet service with the company Brightspeed. This has been an ongoing issue for months, and we also had this same issue last year and it took them months to fix the issue. I called this week and they ordered a repair ticket, and someone was supposed to come out yesterday. No one showed up by 5pm like I was told. I called Birghtspeed technical support again, they claimed the ticket could not be completed that day and would call me to reschedule the following day. No one called me. So I called again, after being put on hold for 15 minutes I was told that the technician supposedly came to our house, but did not have the right tools to fix the issue and left. I was home all day, no one came to the house one time. So Brightspeed is lying and giving me the run around. I called again to get the repair rescheduled and I'm being told the soonest they can come out is 2 weeks from now on July 24th. This is absolutely ridiculous. Unfortunately Brightspeed is the only company that can service our address, and they have been a complete nightmare to deal with. With have little to no internet service most of the time, they always give us the run around anytime we call for help, and yet we get charged a monthly bill for service that doesn't even work. We are paying for 30 mbps upload speed and after running a diagnostic test we are lucky if we get 3.4 mbps. I have a home business at our location and also homeschool our children and it has been a nightmare trying to do any of that with the poor service we recieve from Brightspeed. And I am not the only person having this issue. All my neighbors down Route 322 and Route 193 have all been having the same on-going, similar issues. My repair ticket number I was given by Brightspeed is #******* for reference.

  Business Response

  Date: 07/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/25/25
  
  
  Re: ******* RIZZO 
  23586699
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding intermittent connectivity issues with internet and repeat missed commitments for repair.

  The field tech did make contact on 7/18/25. Upon follow up we found that the connection was still having issues. 

  Mrs. ***** has advised that they do not want any further support and will be seeking a new provider. I have credited off the remainder on the bill to zero out the balance on the account. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet has been down for 6 days.

  Business Response

  Date: 07/25/2025

  July 25, 2025
  
  
  Re: ****** Radtke 
  Complaint ID: ********
  Notice of Complaint Filed: July 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  The outage at your location was cleared and credited were assessed for outage time to your billing. You should see the credits on your next billing cycle.
  

  We appreciate ****** Radtke  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:07/11/2025

  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.

  Called on June 30th regarding having very slow Internet, the lady performed multiple testes and said she will schedule a technician to come our on July 8. I got a text saying that they needed to reschedule for July 10th between 8am-5pm. No show, so I called at 5pm on July 10th, then informed me that I was now scheduled for Aug 7th, I said that was unacceptable. So they said they would call me after 8am to see if they could send a technician out in Friday July 11. At 10am July 11 I called them and they said they could not come and a technician will get in touch on when they would be able to come to fix my Internet . I hung up and decided to report them to you. Now understand that after I talked to them the first time my Internet went from very slow ( which she said I was not getting the speed I was suppose to be getting) to now when trying to open a page it' s like Dail-up (if you are old enough to know what that was) to the page not even opening up. I should not have to go this long without proper interest. I asked them how would you like not to have Internet, all they could say was they are sorry. I didn't want to hear I'm Sorry, I wanted them to come fix it. I pay me bill every month. They don't have a problem taking my money. I was on a 2 week vacation from my job which I called on June 30 and return to work on July 14, which game them plenty of time to fix the problem since I was available to be here for the 10 working days. I have been a loyal customer since I signed up with them (that was the Dail-up time). Thank You

  Business Response

  Date: 07/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 25, 2025
  
  
  Re: ******* ********
  Complaint ID: ********
  Notice of Complaint Filed: July 11, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint concerning the customer's slow internet that began on June 30, 2025.The associated repair ticket, WOT2429081, currently reflects a delayed dispatch interval. We are actively working to expedite the service dispatch to ensure an earlier resolution.
  

  Our team will maintain ongoing communication with the customer and continue monitoring the issue until it 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:07/11/2025

  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 discontinued a home phone service with a company known as Brightspeed in January 2024 as I retired from the Military and was moving. There was a credit balance on the account of $830.84 which the company will not return despite my numerous attempts via calls and emails. The company went as far as saying they mailed me a check which I have not received and asked for proof that the check was cashed and I was dismissed.

  Business Response

  Date: 07/25/2025

  July 25, 2025
  
  
  Re: ******** Naranjo 
  Complaint ID: ********
  Notice of Complaint Filed: July 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  After careful review, I sent your issue to the refund department. They have submitted an investigation into the issue and we will let you know as soon as the investigation has concluded..
  

  We appreciate ******** Naranjo  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:07/11/2025

  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 rental property in ******, **. My new tenants signed up with ************ internet HQ in ********* **. The bright speed technician without consent or approval from me the homeowner or my tenants drilled holes into the wall next to the front door ran wires & attached a huge box with more bolts into the front of the house. This happened on or about 10 May 2025. I only noticed it on 20 May 2025 when I was checking on another issue & saw the above described *********** My property manager called bright speed & a claim was initiated & was texted to me on 22 May 2025 @ 11:54am. I also received another text message on 28 May 2025 @ 10:19 from the claims department - ********, stating that ****** ******* is my claims representative for the damages caused by Bright speed. I took the survey on surveymonkey, on 7 July 2025 as Im extremely busy & didnt have time before know to keep calling ****** *******. As of 11 July 2025 I have not gotten a single response back from Bright speed regarding the status of my claim. I have been calling every single day several times a day leaving voicemail messages for ****** ******* with no response. I have been calling bright speed ever days since 7 July ***************************************************** they will fix my problem, just to be transferred after about ********************************************************************************************************** I call 3-4 times a day 7, 8, 9, 10 July 2025 with the same outcome. I told several people today I will report bright speed to the BBB tomorrow 11 July if they dont take my claim seriously. Then they hang up on me. So short of getting a lawyer I am not able to talk to a supervisor without being transferred & hung up on. Thanks for your help. I hope this information will help others. Thanks *************************************************************************************************************** ***************************** of people is at the heart of everything we do. Caring Counts.

  Business Response

  Date: 07/24/2025

  July 24, 2025 
  
  Re:    Better Business Bureau (BBB)
            ******* *****
            Complaint ID : ********
            Notice of Complaint Filed: July 11, 2025
  
  Dear ******* *****,  
  

  Thank you for contacting the Better Business Bureau regarding your report of property damage. We have made attempts to reach you via phone at ************* and have also sent an email to ******************** but have been unsuccessful in establishing contact.

  To move forward with your claim, we recommend contacting our claims partner, ********, directly at **************. Please select option 1 followed by option 2 to speak with a representative. As you've previously left messages for ******* *******, ******** will be able to escalate your concerns and connect you with a manager to assist with your existing claim.
  

  We appreciate your time and the opportunity to assist you.Please note that our findings have been formally submitted to the BBB repository within the required response timeframe.
  

  Brightspeed sincerely apologizes for the inconvenience and any frustration this experience may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ******* *****
  CC: Better Business Bureau

  
  

• Initial Complaint

  Date:07/10/2025

  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.

  Accidental payment made to closed account *********** on April 2, 2025. Filed first request for payment to be reversed on 4.19.25. As of 7.10.25, I have talked to 21 ***resentatives, including 8 supervisors to resolve this issue. Was informed today that a refund check had been mailed on 6.11.24, even though the supervisor I spoke with on 6.24.25 told me the investigation was still in process and it would be at least 2-3 weeks before a check would be mailed. I was also told on 6.24.25 that I would receive an email update regarding the status of the investigation and I have yet to see any email communication. The supervisor I spoke with today (7.10.25) filed a follow up investigation since no check has been received. While I accept responsibility for the accidental payment of $1,758.16, at the age of 83, I find it ridiculous that it's taken 3 months, 21 calls, over 5 hours on the phone, and now a new ticket has been created with no clue how long before there is a resolution.First Incident Ticket Number - INC7166944 Second Incident Ticket Number - INC0181606 First Payment Investigation ID - ***** Second Payment Investigation ID - ***** Calls made on April 19th and 25th; May 5th, 15th (4 calls), 29th; June 10th, 13th, 17th, 18th, 24th; and July 10th (3 calls). Several times I was told they could not find not just the Incident Tickets, but they also could not find the account. One ***resentative refused to connect me to a supervisor and told me that since she couldn't find my account, they couldn't help me. On today's first call, the *** refused to transfer me to a supervisor and then stopped talking. I waited 2 minutes for a response as I ***eatedly said "hello?" I finally hung up and called back to talk to someone else.

  Business Response

  Date: 07/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/25/25
  
  
  Re: ********, *****
  23584091
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a refund for payments made on a disconnected account.

  I was able to locate the INC0181606 that was referenced. That was escalated to our software developers that made the account and billing management software. I am still waiting for an update and correction from that group as there is no way to load the account from the regular account number *********. 

  Please keep this case open until we can get this update from the developer.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/10/2025

  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.

  Brightspeed told me over a week ago they come and fixed my adt they was to come today. They never show up these has been going on about 2 weeks. They need to keep and pay for her adt they got it not working right.

  Business Response

  Date: 07/29/2025

  July 29, 2025 
  
  Re:    Better Business Bureau (BBB)
            **** *******
            Complaint ID: ********
            Notice of Complaint Filed: July 10, 2025
  
  Dear **** *******,  
  

  Thank you for contacting the Better Business Bureau regarding the damage to your ADT security system. To initiate a new damage claim for repairs, please contact the Sedgwick claims office at ************** (Option 1 > Option 2 > Option 1). Kindly note that our findings have been formally submitted to the BBB repository within the required response period.
  

  Brightspeed extends our sincere apologies for the inconvenience and any frustration this situation may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: **** *******
  CC: Better Business Bureau

• Initial Complaint

  Date:07/10/2025

  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.

  This company cancelled my service without warning, after collecting a payment. They forced me to set up a new account, and pay another set up fee, when all of this was again done, by an employee who cancelled my service without my consent.

  Business Response

  Date: 07/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/24/2025
  
  
  Re: ****** *********
  Complaint ID: ********
  Notice of Complaint Filed: 7/10/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the bill. We had already processed a refund for $29 on the second account that had to be created. I am not showing  record of another charge on that account. On the original account I issued a credit of $29 for the last payment. I was unable to locate any other payments on either account. I was unable to reach the customer to follow up. I will try again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy