Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/16/2025

  Dear Kisis *****:
  

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

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

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

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

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

• Initial Complaint

  Date:09/01/2025

  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.

  In mid-April, my landline suddenly went dead. I had seven or eight calls to get a technician to the house to take care of it. None of those times did a tech even come to the house. Despite the company "threatening" you that if nobody is home during the scheduled visit, you are subject to being billed $100. I sat there each time, and they tell you they will come between 8 and 5. Nothing like being on house arrest waiting for somebody that will never show up. I have documentation in my text messages of attempts to get it fixed with technicians. And I have a voicemail from a "****" on July 1 that he said the open tickets for repair were noted as a "cable outage that's impacting the service at the house. The outage is related to an underground manhole that flooded that has the cables wet. Sometimes, that can take weeks upon weeks for it to resolve. And if it keeps flooding, who knows." He was going to reach out to the field team and see where things stood. I never heard back from him despite making two other calls to him. I immediately canceled my "service", some service, my line is dead and nobody will attempt to fix it. And despite canceling the service, they are still trying to bill me. For what? I have no service. And they are stating there could be a disconnection of service. What disconnection of service? The line has been dead since mid-April. I don't think they understand English. I canceled my service completely in early July. I also told them, SEVERAL times, the bill is in my mom's name (*****) and that she passed away July 24, 2022 and to put it in my name. They won't even do that. They won't fix the line. They won't change the name on the *******'s a poorly run company and I'm not paying anything more, why would I? It would be like paying for a shopping cart full of nothing at the grocery store. Not to mention, they want to bill you if nobody is home when a tech comes to the house. They owe me about $700 for never coming to the house any of those times.

  Business Response

  Date: 09/16/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 16, 2025
  Re: *** *********
  ID # ********
  Notice of Complaint Filed: September 01, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the past due balances for the services that were cancelled in July on behalf of *** *********. The adjustments and balances have been made so that there is no longer any amount due and the services are currently disconnected. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: *** *********

• Initial Complaint

  Date:08/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an internet outage. We called support only to be told we were required to upgrade to fiber from wifi. We're told it would be no cost to us and we could continue our wifi until fiber was installed. We were then charged 30 dollars and did not have our connection restored. A tech told us it was an outage and would be restored that day. 3 days later we still had no internet. Was told when we called again that our account for wifi was blocked by two different people, then a manager told us it was a leak in our internet and they couldn't fix it and refused to refund our money or fix the issue.

  Business Response

  Date: 09/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  September 8, 2025
  
  
  Re: ********** ******
  Complaint ID: ********
  Notice of Complaint Filed: August 1, 2025
  
  Dear Kisis *****:

  We appreciated the opportunity to review the details of billing issues.

  I wanted to provide a quick breakdown of your recent $29.00 bill dated August 30, 2025.
  Heres how the total was calculated:
            Fiber Internet 300 Mbps: $49.00
            $20 Credit for 6 Months: $20.00
  Total Amount Due: $29.00

  Although a tech installation was initially included at $114.46, this charge was fully waived through a fee waiver applied at the same time, resulting in no cost for installation.
  We appreciate ********** ****** for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.

  Sincerely,
  ***
  Brightspeed ********************* Team

• Initial Complaint

  Date:08/31/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed was supposed to install service on 08/20/2025. Theyve sent out 4 technicians. They all have a different excuse on setting up service. Currently they are stating a contracting company is coming out instead but they have no *** or even a contact number. Previously they stated they would be out on the 30th. That never happened either no one seems to know which hand is doing what. I would like some clarity and I would like a date this will be complete.

  Business Response

  Date: 09/05/2025

  Good Afternoon,

  I want to extend my sincerest apologies for the ongoing delays and confusion surrounding your service installation with Brightspeed. What youve experiencedfrom multiple technician visits with conflicting explanations, to missed appointments and unclear timelinesis unacceptable and far from the standard of service we aim to provide.
  We understand how frustrating it is to be left without clear answers, especially when youve been more than patient throughout this process. The ******************** and communication on our part has caused unnecessary stress, and for that, I am truly sorry.
  Please know that we are actively working to resolve this issue. I will personally ensure that your request for clarity and a confirmed installation date is escalated to the appropriate team. You deserve transparency, reliability, and respectand we are committed to delivering that moving forward. I do show that the Buried Line order was completed on 9/3/2025 however when checking if the service was working I noted it still was not. Please confirm if the line has been installed and you are waiting on a tech to come back to the work/setup inside.

  Thank you for bringing this to our attention. We appreciate your continued patience, and we will follow up with a concrete update as soon as possible.
  

  Sincerely,

  ****** *.

  Customer Advocate

  Customer Answer

  Date: 09/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Internet service has finally been activated and line was buried. The vendor that you used to bury the line found your map for the node in my backyard had the wrong location which was the main cause for the issues. He reached out to the engineers to get it mapped correctly.
  
  Thank you. 
  

• Initial Complaint

  Date:08/31/2025

  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.

  On Aug. 22, 2025 I lost my internet connection when my router came unplugged. It's such a hassle to deal with Brightspeed customer service that I did not call until the 25th. After 5 phone calls I was unable to get my situation resolved and I called back to cancel. I was connected with a retention specialist who offered to cancel my account and establish a new one and give me their highest speed connection for $49 a month for 12 months. So I agreed to that. On Aug. 26th I was called and told that he did not have the authorization to make that deal and they were undoing his cancelation and establishment of a new account. I told them to just cancel the service and send me the shipping label for the equipment. I printed the shipping label and took their equipment to *** on Aug. 26. On Aug. 30 I received both text and email messages telling me that my payment method had failed. I figured they were shady enough to keep charging me so I changed my payment method to a gift card that had less than $2.00 on it. I called them on Aug. *********************************************************************************** I also asked for a refund for the week of service that I didn't get. They said they would refund the week because my account was overdue. That's totally ********. I canceled that account on the 26th. I also kept my copy of the shipping label. Brightspeed is shady. I'm also reporting them to the ********************************** since they're headquartered in the ****

  Business Response

  Date: 09/03/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ***** *****. Following a thorough review of the account, ****************** confirmed that a duplicate MO Attorney General complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the ** complaint and once a resolution is reached, a copy of the response submitted to the ** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 09/04/2025

   
  I am rejecting this response because: they haven't resolved it with the *************************. Rather than acknowledging that I promptly returned their equipment on August 26 with a *** shipping label they provided they sent me some ******** email stating they were sorry to see me go. They also have not responded to my request for a refund for the week I paid for service and did not receive. Their customer service people lied to me over and over again and that is a sign that it is what they are trained to do. This company is quickly becoming problematic for their customers and some have even filed lawsuits. 
  
  

  Business Response

  Date: 09/05/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ***** *****. Following a thorough review of the account, ****************** confirmed that a duplicate MO Attorney General complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the ** complaint and once a resolution is reached, a copy of the response submitted to the ** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

  Customer Answer

  Date: 09/08/2025

   
  I am rejecting this response because:
  They haven't resolved the issue. They didn't fix my service and they didn't cancel when I asked them to do so and they need to refund my prepaid account for one week of service. Their retention specialist lied to me when he said he could give me their highest speed internet for $49 per month for one year. I received a call the day after he promised that and it was all a bunch of nonsense. I returned their equipment immediately. I have the tracking receipt from ***. I did what I was supposed to do. They have the absolute worst customer service. 

  Business Response

  Date: 09/08/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ***** *****. Following a thorough review of the account, ****************** confirmed that a duplicate MO Attorney General complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the ** complaint and once a resolution is reached, a copy of the response submitted to the ** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

• Initial Complaint

  Date:08/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/29 Very poor customer service. After attempts to correct my services, the *** called me a liar and said on her end the services was working as they should. I advised that I wouldnt have spent 1.5 hours on the phone with her if my services were working. She advised that she would schedule a tech for 9/8. 8/30 received a text that stated my services was working and my appointment was cancelled. On the phone for over 30 minutes now, *** states there is no service at my address and they will reschedule, however it will not be until 9/9 since my previous appt was already cancelled by the auto system. Advised that they have had numerous people call in with the same issue and all they can do is check the lines. I advised that I would like a modem sent to me considering my spouse works from home, he said he would have to check. I advised that this is the 4th modem during my services that has had the same issue. He agreed to send a modem but said they can not get a tech out until 9/9.

  Business Response

  Date: 09/05/2025

  Good Afternoon,

  I want to extend my deepest apologies for the experience you had on August 29 and the days following. The level of service you received was far below the standard we strive to uphold, and Im truly sorry for the frustration, inconvenience, and disrespect you encountered.
  No customer should ever be made to feel dismissed or accused of dishonesty, especially after spending over an hour trying to resolve a legitimate issue. The cancellation of your technician appointment without your approval, the conflicting information about service availability, and the delay in resolving a recurring modem issueparticularly given your spouses need to work from homeare all unacceptable.
  We understand how critical reliable service is to your household, and we regret that our systems and communication failed you. Please know that your concerns have been heard, and we are committed to making this right. I do show that the dispatch is allocated for a tech on 9/9/2025.

  We appreciate your patience and hope to restore your trust in us. If theres anything further we can do to support you, please dont hesitate to let us know.
  

  Sincerely,

  ****** *. 

  Customer Advocate

  Customer Answer

  Date: 09/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My internet Service has been out for 12 days. It has been paid. Now no technician until September 30th and my bill is due again September 8, 2025. Tried to cancel. More less no will send someone September 1st. No one has called to set up appointment. I want my service restored and credit on my bill or service cancelled. No waiting until September 30th 2025.

  Business Response

  Date: 09/13/2025

  Dear Kisis *****:
  

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

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

  Upon review, the line was initially part of an outage. This was closed by automation, however we have been monitoring and seeing issues with the connection still. We are currently escalating a new dispatch ticket to get worked by our field to improve the speed and stability of the line. 

  The current ticket has a preset due date of 10/31/25. I have escalated this to our directors to get this worked sooner and am awaiting on the new date. 

   

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

  Customer Answer

  Date: 09/13/2025

   
  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:08/30/2025

  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.

  The customer service with the ****************** internet company is consistently bad. You are bounced around to different customer service ***** you have to insist that they send out a physical technician which they then try to say a tech wouldn't know how to help even though what they are doing online doesnt help (when they finally agree to send a tech the tech usually has the problem fixed right away). The most recent issue that I have with them is that I requested a tech to come out due to my modems admin website showing a poor line connection, I live in an area that experiences high winds and lines get jostled and loosened and damaged easily so I requested a tech. The customer service *** I spoke with was given my name via chat 2 times possibly 3 and then he called me ******* twice in the chat and then put the work request in but it was for over a month out. Well now they just canceled that work request for a tech to come out because they think the lines connection has magically restored itself on its own, we currently aren't experiencing the high winds anymore which could be why its showing as stable. I think their customer service ***s are highly unprofessional and it shouldn't take a month for a tech to come out to look at a line, they also shouldn't be canceling work requests without sending some to make sure an outside line is ok. I have issues like this with them every year. It impacts my ability to work as I work remotely out of my home.

  Business Response

  Date: 09/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  September 5, 2025
  

  Re: ***** ***********
  Complaint ID: ********    
  Notice of Complaint Filed: August 31, 2025
  
  Dear Kisis *****:

  
  We appreciated the opportunity to review the details of reported service issues.
  Dispatch WOT2707293 was canceled after our systems confirmed no physical line issues to the modem.
  On September 5, 2025, I spoke with *************** and verified that all line statistics were normal. She mentioned that her company recently issued a new laptop, which shes experiencing issues with. I recommended she contact her companys IT department to troubleshoot the device as we do not detect any issues on our side. I provided Mrs. *********** with my contact information if she has further questions or services issues.

  We appreciate Mrs. *********** 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 Escalation Management

• Initial Complaint

  Date:08/30/2025

  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.

  We have had Brightspeed since they took over ***********. They had the wrong address on file.They had us living in *************, we live in ****************. We did not have a phone of one month until they changed our address.This year they started going around town to get people to go to fiber. I did not want to go to fiber because we were told we would have to pay by card. I did not want to pay by card, I wanted to pay by check like I have been doing. I told that to the man that had called me, finally he told me I could pay by check, but I would still have to give a card number so I could keep my same phone number so I gave him my credit card number. After we got the fiber I was waiting to get a bill so I could pay it. I got an e-mail stating how much my bill was. I called the guy to find out what was going on. He told me they don't do paper billing at this time, but I could change how to pay (debit or credit). I went to change from my credit card to my debit card and could not do it. I called the guy to get help to change it, but there was no answer so I left a message saying I needed help but he has not returned my ******* caller Id is not working the way it should.All I want is for them to take care of these issues.

  Business Response

  Date: 09/06/2025

  Spoke with Ms. ****** ******** to review two reported issues: intermittent Caller ID functionality and difficulty updating her payment method from credit card to debit card.
  
  Internal tickets will be submitted to address both concerns, and timely updates will be provided throughout the resolution process.
  
  Ms. ******** has been given my direct contact information and encouraged to reach out with any additional questions or concerns. We remain committed to resolving these matters promptly and efficiently.

• Initial Complaint

  Date:08/30/2025

  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.

  Terminated service on 4/4/2025 Account credit of ****** Initially told up to 60 days for refund check.7/2/2025 After 90 days contacted again. Was told 7-10 business days, this time.7/17/2025 Contacted again. Was told 3-5 days, this time.7/31/2025 Contacted again. Was told there was a ticket already, and another couldn't be created.8/19/2025 Contacted again. Was told there was no ticket, and they would create one, and it would be 7days, this time, and they would apply the credit directly to our checking account that was used for billing.8/30/2025 Contacted again. Was told nothing could be done today, and this person would personally follow up Monday or Tuesday.

  Business Response

  Date: 09/10/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 10, 2025
  Re: ******* *******
  ID # ********
  Notice of Complaint Filed: August 30, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding service concerns raised by ******* *******. Following a review of Ms. ******** account, it was confirmed that she is owed a refund check. Despite multiple attempts to resolve the matter, the check had not been issued due to system-related errors. Ms. ******* subsequently filed a complaint with the *************************** (***), which was addressed by a colleague who coordinated with a departmental supervisor. As a result, the refund check has now been successfully processed and is expected to arrive within approximately 10 business days. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ******* *******

  Customer Answer

  Date: 09/14/2025

   
  I am rejecting this response because: I cannot accept this response at this time as I have not received my refund owed to me for over 5 months. My account on the ****************** app shows no change in amount (still shows refund amount due, see attached). The 5 calendar day deadline for BBB response is within the 10 business day time frame Brightspeed said I would receive my refund. I still have no refund.