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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,305 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 sent a letter to us on March 28, 2025 that we owed ******. If that payment was not sent they would suspend our service. I then called Exployee # XB16513 to complain and tell him we have paid EVERY bill on time and have never missed a payment. He said that he would take care of it on his side. I found out the next time that I called to check on the bill that the next employee said we still owed *****. I told that employee I had proof of bank statements that All of our payments have been made and he said that it was taken care of and we were all up to date on our payments. We came home today, April 21, 202t with our internet service suspended. I called. The employee looked at our account and said that she went all the way back to July 2024 and saw that we never missed a payment and did not know why we received such a letter. She did a work order which is INC0167074. I believe that this is some type of scam from Brightspeed. I have NO earthly idea why we have received such letter or why we have been through such a hard time with them.

    Business Response

    Date: 05/05/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    May 5, 2025


    Re: ****** ******
    23232610
    Notice of Complaint Filed: April 22, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding their billing and payment concerns. Upon review, there was a slight price increase of $2.99 for the modem lease fee. They pay Brightspeed via bill pay with their bank, so there was a small past due amount each month from the modem lease fee increase which caused a late fee. Brightspeed credited the past due amount. I called Ms. ****** and discussed the billing and price increase. She will update her bill pay for the new amount going forward.

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


    Sincerely,

    ******* *.
    Brightspeed Customer Advocacy


    CC: ****** ******

  • Initial Complaint

    Date:04/21/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 scheduled to have Brightspeed internet service connected to my residence on 3-31-2025. I had the same service previously from Brightspeed, from 12-10-2024 to 2-24-2025. I had that service disconnected on 2-24-2025. I wanted to take a break from their service. My service was reconnected late, on 4-5-2025. I started receiving overdue bill notices and emails from my previous Brightspeed Account, that was *************************** on 2-24-2025. I called Brightspeed several times for an explanation, and was advised to disregard any previous bills. Then I experienced an unauthorized $100 debit placed on my personal checking account, on *********. I called customer service several times about this matter. I was told that those charges came from my previous account. I was advised that Brightspeed made an error by not closing out billing from my previous account. I was finally given a $65 credit on my current monthly bill. In addition, I was told there would be a $60 credit applied to my checking account. As of this date, I have not received a credit to my checking account. I called several times again and was advised that no such credit could be made. **************** explained that only adjustments to current bills would be given. I then received a $51.61 overdue bill notice from a ***************** on 4-18-2025. This bill notice was for a Brightspeed Account number that I did not recognize. I responded to the ***************** disputing the bill. After calling Brightspeed customer service numerous times, it became very frustrating to get any correct information. Their billing process is extremely complicated.

    Business Response

    Date: 05/05/2025

    May 5, 2025


    Re: **** Steinfort 
    Complaint ID: ********
    Notice of Complaint Filed: April 21, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues. We have found that there is an a refund on the account and it has been submitted for refunded on or around May 10. Please allow up to 30 days for receipt of the refund .

    We appreciate **** Steinfort  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:04/21/2025

    Type:Order Issues
    Status:
    Resolved
    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.
    The nature of my dispute is that Brightspeed ***************** has bilked the United States Government out of unknown hundreds of thousands, maybe millions of dollars when the program to extend high-speed internet services to rural areas was initiated.I have been a customer of this company (originally **********; bought by Brightspeed) for more than twenty years. I was the first ****** in my rural area to start using their 1.5MB *** services. Over the years, our service speed has increased from 1.5MB to 5MB, then on to 10MB.We watched as third party companies sucking money out of the government at Brightspeed's direction, laid fiber optic lines in front of our house and were lied to, being told that *********** services were coming soon... that was four years ago.Needless to say, as soon as the government funding dried up, the work *********** we are stuck with spotty, unreliable internet service that according to our initial contract with **********, would never be "capped" or "throttled down" and we suffer numerous daily disconnects and the third world customer service agents we get to talk to do absolutely nothing to acknowledge our problems.THIS COMPANY NEEDS TO BE INVESTIGATED FOR DEFRAUDING THE UNITED STATES GOVERNMENT AND THE AMERICAN TAXPAYERS, TO SAY NOTHING OF THE BLATANT LIES AND DECEPTIVE MARKETING PRACTICES THEY UNLEASH ON THEIR CUSTOMERS.

    Business Response

    Date: 04/29/2025

    April 29, 2025

    Re: Better Business Bureau (BBB)
    ****** *****
    Complaint ID: ********
    Notice of Complaint Filed: April 21, 2025

    Dear ****** *****,


    Brightspeed reviewed your complaint about unreliable internet service.  Ticket WOT2084892 was escalated, your internet was checked, and your modem replaced. A $20 credit was applied for the service experience. The 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: 04/30/2025

     
    Better Business Bureau:

    Although I shudder to think how long (or how short) of a time before the issue resurfaces, but in light of that, at the current time, I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
    I appreciate your efforts.
    Thank you. 

  • Initial Complaint

    Date:04/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The service is horrible. We can not talk on the phone and watch tv we can not use the computer if we watch tv or use the phone. We go for hours with no service weekly. I drive 3 miles up the road to call. They will not send someone out unless I can be with my rotor to tell them what it is doing. But I have no phone service so I drive up the road and they will not accept that because I am not in my house. But I have no service. They said I would have to pay $266 for service since I can not be in my house reporting that I have no service. The service man has made it out a few times and said the wires across the road are messed up but no permanent repair has been made. How do I get service with out extra charges when I can not report the issue in my house because I have no service. This company is one of the worst companies to deal with. How do you talk to someone when you have no service, so their equipment does not work but they will not repair because I can not call from in my house because I have no service!!!! I pay $103 and some change a month on time for part time service

    Business Response

    Date: 05/05/2025


    BBB of **********************************
    **********************
    ******************


    May 5, 2025


    Re: **** ********
    Complaint ID: ********
    Notice of Complaint Filed: April 20, 2025


    Dear Kisis *****:

    Brightspeed reviewed the BBB complaint about **** ********** intermittent internet issues. Since the problem persisted, I escalated a repair request (ticket #WOT2130540) due 5/6 and will continue follow-ups until resolved.
    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,

    **** *****
    Brightspeed Customer Advocacy


    CC: **** ********

  • Initial Complaint

    Date:04/20/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have had internet issues with ************, till they went over to Brightspeed. We have had so many techinicians out here not even funny. Finally we were out for a few days, **** my husband cancelled on 1/28/2025, since then we have been waiting on our refund. I have sent emails since 3/23/2025 to CAG, RSPD and Escalations, with return receipts that they were deliverable. **** and I have both called and they employees keep telling us, oh you will get by end of February, then March and now April. We just want our refund.

    Business Response

    Date: 05/07/2025

    BBB of ***************** and Western N.C. 
    ***************************;
    ********, ** 28105 
     
    May 07, 2025 
     
    Re: **** ****
    23227768 
    Notice of Complaint Filed: April 20, 2025 
    Dear Kisis *****: 
     
    Brightspeed appreciates the opportunity to review the BBB complaint regarding the overpayment that was not received by **** **** for a closed account with us. I was able to have this issue investigated and a payment check to **** was released on 05/05/2025, this will be received within the next 5-7 business days. 

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

    CC:?**** ****

  • Initial Complaint

    Date:04/19/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 find a better internet service, they took my money for the installation and then said I'm not in their service area. And now will not refund money after 3 attempts to get it back.

    Business Response

    Date: 05/07/2025

    BB of ***************** and Western N.C. 
    ***************************;
    Matthews, ** 28105 
     
     
    May 07, 2025 
     
     
    Re: ****** ******
    23227203
    Notice of Complaint Filed: April 19, 2025 
     
     
    Dear Kisis *****: 
     
    Brightspeed appreciates the opportunity to review the BBB complaint Regarding the refund check for the attempted installation of fiber to ****** ******** house. The refund check was created mailed physically and mailed on 05/05/2025 and should be received in 7-10 business days.


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

    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.

    Thank you. 

  • Initial Complaint

    Date:04/19/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 without internet since morning of 4/16 for my business account. I have called a total of 7 times to get a resolution. Each time they claim I will have internet back by the end of the day, which never happens. Then on Friday 4/18 they said my issue will be fix but at the end of the day not only did I not have internet but now by business phone lines dont work. This issue should have been resolved day one as I rely on my internet for my business to operate. I need my internet and phone fixed asap.

    Business Response

    Date: 04/22/2025

    April 22, 2025


    Re: **** Dreckman 
    Complaint ID: ********
    Notice of Complaint Filed: April 19, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues.  A technician was dispatched to the location and got with programming to correct the programming and installed a new modem. A credit was applied to the account for out of service time of six days and will reflect within 1-2 billing cycles.

    We appreciate **** Dreckman  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: 04/22/2025

     
    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:04/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    The company in question is Brightspeed. They have consistently failed to provide consistent performance, and now they are failing in billing. Today I spent over twohours on the phone waiting to talk to a person. The last person said she was going to transfer me and it went to voicemail and itsaid the voicemail is full and they hung up after one hour and 30 minutes. No one really seems accountable in the entire company except for ***; in escalation services. No one else seems to have any desire to help a long-term loyal customer. Ive grown so frustrated in the last year and a half that Im giving on them. People need to know how poor their performance is and how lacking their service is on all areas.

    Business Response

    Date: 05/07/2025

    BBB of Southern Piedmont and Western N.C. 
    ***************************;
    Matthews, ** 28105 
     
    May 7, 2025 
     
     
    Re: ****** Chamber
    23223622
    Notice of Complaint Filed: April 18, 2025 
     
     
    Dear Kisis *****: 
     
    Brightspeed appreciates the opportunity to review the BBB complaint regarding the inability to mail physical payments and not receiving paper billing. The account changes that were made for paperless billing, have been reverted and are back on paper billing. I appreciate being able to make contact with ****** Chamber confirming the ability to send payments in and that the account was back on paper billing.


    Brightspeed apologizes for any issues due to the experience and inconvenience. 
     
     
    Sincerely, 
     
    ******* G
    Brightspeed Customer Advocacy 
     
     
    CC:?****** Chamber

    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.

    Thank you. 

  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Filing this complaint for my parent, ***** ******. 3 weeks ago her phone service went down, no dial tone, unable to use phone. Called Brightspeed, stated it would be the 25 of April before a technician could come fix the phone. Told them that was not acceptable, my mother is elderly and needs the phone due to needing help or such. So here again no phone service agsin. Went thru this last October and at that time my father was very ill. He since has passed away. We get told that's the EST they can do. The phone bill is in my father's name, ******* ******. We would like for the phone service repaired in a timely manner and refund her for the weeks she has not been able to use phone.

    Business Response

    Date: 05/02/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    5/02/2025


    Re: ******* ***** ******
    Complaint ID: ********
    Notice of Complaint Filed: 4/18/2025


    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. I confirmed with the customer that the phone service is restored.

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy


    Customer Answer

    Date: 05/06/2025

     
    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:04/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am having a problem with my modem. It keeps going up and down every evening from 9 pm to 3 am. I cannot use the internet. I was given a repair date for April 16th which was changed to April 17th which was changed to April 18th which was changed to April 23rd. I escalated it to an escalation team with no results. I asked for the next level escalation. I am looking for the problem to be resolved and for a credit for not being able to use the internet.

    Business Response

    Date: 04/25/2025

    BBB of **********************************
    **********************
    ******************


    4/25/2025


    Re: ***** ******
    Complaint ID: ********
    Notice of Complaint Filed: 4/18/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet connection. Our technician was able to make repairs. Ms. ****** confirmed the issue is resolved. We also issued three weeks credit. 

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

Brightspeed is NOT a BBB Accredited Business.

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