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: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

  Customer Answer

  Date: 08/06/2025

   
  I am rejecting this response because:
  

  No Internet AGAIN! Desired Resolution: Repair

  
  

  Business Response

  Date: 08/12/2025

  
  August 12, 2025
  
  Re: Better Business Bureau (BBB)
  ******* ********
  Complaint ID / Rejection: *******
  Notice of Complaint Filed: July 11, 2025
  
  Dear ******* ********,
  
  Brightspeed has completed its review of the Better Business Bureau (BBB)complaint regarding the internet service disruption that began on June *******, as well as your concerns about slow connectivity. Following the resolution of repair ticket WOT2429081, our technician verified successful synchronization and a stable ping response to your modem.
  

  We have made multiple attempts to contact you by phone,leaving messages, and have also sent follow-up emails. To continue working toward a resolution, please respond to the message sent to ************************** I remain committed to assisting you until the matter is fully resolved.
  

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

  
  

• 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

• 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.

  I have asked repeatedly for this company to quit mailing me their flyers I can't afford their service I've called them on the phone and now I'm getting twice as many Flyers if they think they're funny they're not and they need to stop mailing me and if you can't help me I will be forced to go to Fayetteville North Carolina and talk to these people in person and someone's going to pay the bill I want left alone I'm a veteran on disability fixed income I have broadcast TV and no internet whatsoever don't have money for things like that and I don't do free handout Services cuz it ain't free it cost somebody something somewhere so help me get these people to leave me alone

  Business Response

  Date: 07/22/2025

  Brightspeed appreciates the opportunity to review the BBB complaint regarding receiving fliers. I wanted to provide an update. I have escalated this request to our marketing team. Once I hear back I will follow up with Mr. ******* 

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

  
  Sincerely,
  **** **
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/24/2025

   
  
  I am rejecting this response because: the whole point of this procedure is to stop contact from brightspeed but the **** *** ** * ***** trying to email me never to get a response from me I will file litigation prosecution anything I have to do to get them to leave me alone any more further contact I'll go to their office and we'll discuss this in person one way or the other they're going to leave me alone no further contact means no contact you ******* ********* ******* *** ** * *****
  
  
  

• 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.

  7-6-25 our home **************** went out--considering where we live in the rural county, we drove 5 miles to be able to get enough cell service to contact Brightspeed customer support. We were on the phone for just shy of an hour. Finally fed up with not being able to understand the person, we asked for a supervisor. They had texted my repair ticket number #ALCS03841071 with a date of 8-25-25! We told them that was unexceptable due to both sets of our parents being in the 80's, we have to have a phone in case of emergency. The supervisor seemed to understand and got us a closer date of 7-28-25 (still 3 weeks out). We also asked about outages in our area and we were told NO. Next day, 7-7-25 we found out our neighbor AND the whole road was out of ****************. I once again called to follow up on possibly a sooner repair date. I was still told there was NO outages and it would be 7-28-25 for repair. I cried!!! Next day, 7-8-25 at about 5:30pm phone had dial tone. NO INTERNET!! Modem blinks red on internet icon, everything else is green. I talked to my neighbor and his service was restored fully (****************) I drove to town for errands and I received a text that their "monitoring systems show connection is back online so they cancelled the technician visit"! After those days of fighting for a sooner date! They cancel without a verification call. I called them once I got home. I told them about the modem's lights. I got the run around. I told them I still have an old CenturyLink box and I need a new one. The guy I talked to (Miko) asked me if the box was black or white, I told him black CenturyLink. Once again, got the run around. But yet, we are NEVER late on our bill. We have had them for years and years. They expect payment. We expect service for what we pay for. Their customer service is horrible and evasive. I take care of certain things online and I HAVE to have service. Please help us! Today is day 5 of calling them w/o resolve.

  Business Response

  Date: 07/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/24/25
  
  
  Re: *******, ****** & *******
  23582183
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an interruption to the Brightspeed services.

  Our field technician reported making contact on yesterday, 7/23/25. The issue has been reported resolved. 

  A follow up call was attempted prior to this response to verify that everything is working. A credit has been applied from 7/1 to 7/23. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/10/2025

  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.

  I reported an internet outage through online communication Monday July 7th and was advised that there was an outage in our area and it would be back on and I would receive updates. As of today I had not received any update and my service has still not been restored. I contacted them back and they are advising they cannot get a technician out to the area until 7/21 which is not acceptable. I work from home that is almost an entire month that I am paying for a service that is not being received, I am also out of town for vacation 7/19- 7/26 and will not be here during that time and my home will not be secured as our cameras work off of WIFI. My son also is a type one diabetic that is 11 years old and I cannot read his numbers on my phone unless we are connected to WIFi due to our coverage area. I find this truly unacceptable that service cannot be restored for a total of three weeks.

  Business Response

  Date: 07/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 24, 2025
  
  
  Re: ********* *****
  Complaint ID: ********
  Notice of Complaint Filed: July 10, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the Better Business Bureau (BBB)complaint concerning the customer's internet outage that began on July 7, 2025.The associated repair ticket, WOT2484984, currently reflects a delayed dispatch interval. We are actively working to expedite the service dispatch to ensure an earlier resolution.
  

  We 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