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:07/10/2025

  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

• 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.

  Date: Monday, July 7 2025 Commitment: digging trench to put down Brightspeed fiber line for internet Dispute: Workers hit the septic tank while trenching and it needs replacing. The workers were told where the septic tank was and not to go too close and they proceeded anyways. Business (Brightspeed) has not attempted to resolve the problem. The people doing the work (hired by the business) are unidentifiable and refuse to return calls/text messages. The only person whose name we have received is that of the contractor, **** ******** ***************), who was hired by Brightspeed. Brightspeed shows little to no interest in resolving the problem and refuse to return calls, only communicating by email. Pictures of the damages as well as the board covering the hole in the ground are included below.

  Business Response

  Date: 07/24/2025

  July 24, 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 your report of property damage to your sewer tank.
  

  To proceed, we recommend reaching out to our claims partner,********, by calling **************. Please select option 1 followed by option 2 to speak with a representative. They will initiate a new damage claim on your behalf and assign a claims adjuster to manage your case.
  

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

  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:Customer Service 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 set up to have internet with bright speed to start on May 15 2025. Could not get it to work so called customer service and they said there was no power going to their box outside my residence. Since they sent *** out twice they charged me for 2 service calls even though it was for no power going to their box. They charged me ***** for the month of May that internet did not work. Called and complained and they removed that charge. Did not get it up and running till the first week of June. On June 26th it went out again we had a bad rain storm that week. It has been out ever since. They tell you they will make a note for the service *** to not come out till ***** AM so I can be there but the *** usually shows up between 8 and 9am. They expect you to give them an 8 hour window to be held hostage till someone if anyone shows up at all. They schedule a tech to come out when they want not when you can be there. it is now 7/10/25 I still have no internet and when I call customer service they just put me on hold for 15 minutes to ******************************************************************************************* the run around. Manager got on and spoke to me for a minute then hung up on me so I called customer service again and the call ************************ but no one spoke. Bright speed customer service is really BAD. IT Really *****. I am being held hostage because I do not have any other options where I live unless I try satellite. Which I will probably end up doing before I lose my job from not being able to work from home.

  Business Response

  Date: 07/24/2025

  July 24, 2025
  
  
  Re: ****** Little 
  Complaint ID: ********
  Notice of Complaint Filed: July 10, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review of the account, I will credit the account for the month of ************ since there was no service due to service issues at your home. Please allow 1-2 billing cycles for this to take affect on your billing statement.
  

  We appreciate ****** Little  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,
  

  T**** *.

  Brightspeed Customer Advocate
  
  CC: ****** ******
  

  
  

  Customer Answer

  Date: 07/24/2025

   
  I am rejecting this response because: My complaint is about the customer service I have received.  It should be a given that I should not have to pay for service I did not receive as I did not have service during the whole Month of July.  I have decided to just cancel this service.  The service since May 15 of this year has only worked a total of 9 days.  I have already been charged for tech to come out and nothing was fixed.  But the ticket said completed/closed.  I did not want to end up having to pay for the tech to come here again as it would have ended up being my fault again and the company would have charged me again.  I found someone else to get service through and I have not had any outages with them.  I am sorry but *********************************************** my eyes.
  
  

• 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.

  My phone services has been an ongoing issue this year (2025). I'm not able to receive some calls. It will ring 1 ********************************* I've requested ***air at least 3 times this year. During a recent call to Brightspeed the *** did a phone test & was not able to fix the problem. She requested a phone tech to come out which was a no show (7/9/25). I called yesterday & a *** said the system was down & she was not sure where the tech was. She would call when system was up. No ********* not sure if a tech is coming. I have the bundle package which includes internet. The bill is normally $95 however it was $200 this month, which they discounted $40 still no good phone services & missing important calls. Until the issue is figured out, I should only be charged for internet services.

  Business Response

  Date: 07/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/24/25
  
  
  Re: ****** *****
  23579921
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding phone issues and delayed technician dispatch.

  The earliest I was able to procure a new due date is 7/28/25 from the original 8/5/25.

  I will be following to ensure the repair and make contact to verify. Upon verification credit will be applied to the account for the phone services for the duration.

  Please do not close this complaint until that has been verified. 

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

  
  

• Initial Complaint

  Date:07/09/2025

  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.

  Their telephone pole broke off and damaged my garage roof. It also has ripped the wire out of my house and my phone doesn't ******* property in my garage is now becoming ruined and I get no response from them or resolution

  Business Response

  Date: 07/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/24/25
  
  Re: ****** *********
  23579104
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding issues with the phone service and a damage claim for a pole and garage roof.

  Our field tech made contact on 7/22, but reported that the ********* declined a 4G conversion to get off the copper cable, as the issue only occurs when it rains. 

  We still have not found any reference to a damage claim with our ***************** I still have them looking for a filing but the Brechbiels would need to call ************ in order to place one if not found. This is not something that we can do internally for customer reported damage to their property for legal and insurance policies. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/09/2025

  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.

  This business will not and completely refuse to fix the billing of my account and my website page. This has been going on since March of this year. I have to spend every single month three to four times a month arguing with these people to fix my billing and my online page. I started put with 2 gb at 99$ a month. IN MARCH, 2025 I switched to 200 megabytes at 49$. I am still being charged 99 each month after March when I changed. They LIE to me and tell me my account will be fixed in 24 hours. LIARS everything is still broken. You are charging me double for the speed I have and YOU REFUSE TO FIX IT. You are the most horrible horrible horrible company I have ever dealt with. I can't even give you a payment over the phone. FOUR MONTHS of this problem. Phone calls to me telling me how it will be fixed and to this day everything is still broken. YOU CHARGE ME DOUBLE FOR THE SPEED I GET just because you REFUSE to fix everything on my account!

  Business Response

  Date: 07/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/24/2025
  
  
  Re: ****** ****
  Complaint ID: ********
  Notice of Complaint Filed: 7/9/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. We have escalated this to our IT team to resolve. Once they have resolved the issue we will follow up with the customer. 
  
  ****************** 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:

  just like ****, all brightspeed tells me that they will fix it. As of today I am still being charged double for a package I have had since March 2025. I do not and never will understand why it has taken this many months to fix a simple issue. I still can't give them a card to use because my bill is DOUBLE the amount due.  The ONLY reason I am still here is because of the price, IF I ever get billed the correct amount.

  
  

  Business Response

  Date: 07/28/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/28/2025
  
  
  Re: ****** ****
  Complaint ID: ********
  Notice of Complaint Filed: 7/9/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. Our IT team was able to correct an order issue. We will monitor the next bill that is generated on 8/15 to make sure the issue is resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/29/2025

   
  I am rejecting this response because:
  I have spent almost 5 months arguing about this issue. I have had so many people tell me lies about this issue that I can not accept anything that anyone says. We will see what happens on August 15th. I will NOT have 99 on my card because my bill is 49. I will have the 49$ on my card. I just can't understand how a business runs if 4 months later you cant put on paper the correct package that I am receiving in my house since March. I even have the 200 mps modem in my house.

• Initial Complaint

  Date:07/09/2025

  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.

  About the 2nd week in June 2025, my internet stopped working. Brightspeed Tech support was called. I was informed that there was only one technician for our area, so no one could come out until July 14, 2025. This would be approximately a one month wait time with no internet. I made several calls to customer support and tech support, and chat, explaining that it was imperative that someone come out sooner because we live in a rural area and we have no other options. My phone needs Wifi to make calls as well as wifi being needed for remote work. I explained that I receive text messages with links from my doctor regarding medication that I was unable to link to because of not having Wifi. Despite my pleading their final response was an apology stating that no earlier date was possible. TODAY, JULY, 9, 2025, I RECEIVED A TEXT SAYING THAT BRIGHTSPEED HAD RESCHEDULED THE **** APPOINTMENT FOR AUGUST 12, 2025. This is outrageous! We have waited nearly a month already. To wait any longer is simply beyond acceptable. Brightspeed gave me a credit for one month and refuses to give another one. The credit amount would only be $15.00. That's not so much an issue, as my need for internet service NOW.

  Business Response

  Date: 07/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/24/25
  
  
  Re: **** ******
  23578240
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a dispatch delay. 

  Upon review with our dispatch teams, the earliest I could get this rescheduled for is Saturday, July 26th.

  Please do not close this complaint until that day has been met and we verify technician contact and resolution. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, May 16, 2025, I saw a Brightspeed vehicle parked outside my house with a trailer carrying a ditch digger at around 10:30 AM. Based on my previous bad experience with Brightspeed, I did not expect anything to go well without disruption to my life and/or property. I watched the workers unload the ditch digger, but once they went across the street I stopped worrying and went back to work. At approximately 11:15 AM, my internet connection was lost. I went outside to see what had happened, and I saw the Brightspeed workers still operating the ditch digger going past the cable box to which my underground cable is connected. The orange lines indicating the presence of the cable had been clearly and distinctly marked in advance, yet the workers went right through those marks. When I asked them why they had cut the lines and to restore the connection, they responded incredibly rudely and just mocked my request. They did not have any coherent statement to make, but simply made childish noises making fun of what I had said. I was astounded by the lack of professionalism and respect for a reasonable request when they were in the wrong. I went back inside my house and immediately got in touch with my service provider to make an effort to have the line reconnected. Shortly thereafter, I contacted Brightspeed in an effort to have the crew stopped and removed, but they did nothing. I also called the local sheriff's office, who declined to send a deputy or pursue any action against the offenders. I continued to monitor the two workers to ensure they did not come back over to my property to cause even more disruption, possibly to my water or power lines. Eventually, around 11:50 AM, they began loading the ditch digger back onto the trailer. At approximately 12:00 PM, both vehicles left, without any additional contact with me or any efforts to make anything right. Brightspeed subsequently denied all responsibility for this action through their claims manager, ********.

  Business Response

  Date: 07/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/24/2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: 7/09/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the damage to another providers cable. I spoke with Mr. ****** I advised that his service provider would have a damage claim process to submit the claim. There was nothing he needed to do. I referred the other concerns to the supervisor that manages our field team. They will review and take appropriate actions to address the concerns.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/09/2025

  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.

  No internet service since June 25. They keep saying they will fix. Everyone in this area does not have service. Scheduled text for 7:8:2024 They rescheduled without telling me to 8.1. Will not offer or give credit

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  
  Re: Jokila Walker 
  Complaint ID: ********
  Notice of Complaint Filed: July 9, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment and repair date issues.  After review from the tech, it has been shown that the buried service wire to your location has been cut and needs to be replaced. There is a current ticket IQ-****** dated to be completed by 8/1. All credits for out of service can be assessed to the account once the service is back up and running. A follow-up has been placed on your account for monitoring.
  

  We appreciate Jokila Walker  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: Jokila ******

  
  

• Initial Complaint

  Date:07/09/2025

  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 tried to complain about a very noisy home line. It is grounded. I can not get them to send out a repair person to fix this problem.

  Business Response

  Date: 07/23/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 23, 2025
  
  
  Re: ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: July 9, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the BBB complaint regarding noise issues affecting the customers phone service. Repair ticket ********** was associated with a service outage and has since been resolved. Multiple outreach attempts via phone and email have been made to confirm service restoration. We will continue our efforts to reach the customer until full resolution is confirmed. 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