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:03/10/2025

  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.

  3/6/25 I called to have our business phone service moved to a new address. It is so difficult to get to the right department it took 45 minutes. Then We get everything written up and I am told I need to pay $99.00 to have the phone **** repaired in the new location. No it cannot be added to the bill. So I had to call back with a credit card number since I did not have it with me. 3/7/25 I called to give the credit card number, again it takes 40 minutes to get to the right department because the business contact number is not for business so you have to go through the whole thing over and over. Finally get the right department. Go through 20 minutes giving them all the information AGAIN. Then I am told there is not order to have the service moved so they need to create one. We go through it again. Then I am told it will be $209.43. Seriously? Ok I have to get it done so we try to run the credit card, nope system won't process. Try again, nope system won't process, try a different card, nope system won't process. ***** created a ticket to find out why it won't process and promised to call me back as soon as it was handled.Later the same day I check my ** and my bank and find that it did indeed process. So I have paid the $209.43 three times. So I call back. another run around finally get someone. ********* says yes they see the problem and it will be fixed.3/10/25 I check my accounts and the ** charges have been removed, but the debit card charge is still there. So I call again to make sure the move and the repair is scheduled. Same run around finally get some girl who says she doesn't see where I paid anything, doesn't see where the move was ever ordered, doesn't see where the repair was ordered. Finally 30 minutes later she finally says, I'm sorry mam the system won't let us move the phone to a new address. I ask for a supervisor. ******, he trys & no order #, has to rerun it, blip he hung up. 2 hours later and I still don't know if it will be moved.

  Business Response

  Date: 03/24/2025

  March 24, 2025
  
  
  Re: ***** Cesaretti 
        Complaint ID: ********
        Notice of Complaint Filed: March 10, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of order issues.  After speaking with the customer, I got the correct address sent to the ************************* for someone to correctly place the move order and contact the customer for further assistance.
  

  We appreciate ***** Cesaretti  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: 03/25/2025

   
  I am rejecting this response because: It is not as yet fixed. I did hear from a *** and gave them the correct information, but I have not as yet actually gotten the phone moved to the new address. I got a promise to be updated asap. Since this is not fully resolved the only choice and I have to reject. 
  
  

  Business Response

  Date: 03/28/2025

  March 28, 2025
  
  
  Re:***** Cesaretti 
        Complaint ID ********
        Notice of Complaint Filed: March 10, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have escalated your request to the ************************* for someone to contact you and get the move order created. Please be expecting a call. We thank you for your patience and cooperation in this matter.
  

  Again, we appreciate ***** Cesaretti  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:03/10/2025

  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 internet has been out for over 24 hours. When I call "tech support", which is a bunch of people in a call center in ***** who know absolutely nothing, they can't even tell me if there is an outage in my area or not. All they want to do is have me verify that my equipment is functioning properly, which it is and has been verified over 10 times now. The problem is there is no internet signal coming to my home, but they cannot answer why, and they cannot escalate to anyone. They offered to send a technician to my home at the cost of $99 to me to find out why they have a problem. You cannot get answers from these people, you cannot get resolution from these people, they're not even interested in looking into the problem. At one point last year I went 11 days with no internet because of their outage. I received no apology, no credit to my account, no nothing. This has to be the worst internet provider in *******.

  Business Response

  Date: 03/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  3/17/2025
  
  
  Re: ******* Endsley 
  Complaint ID: ********
  Notice of Complaint Filed: 3/10/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet. Our technicians were able to make repairs and restore service on 3/13/2025. I confirmed with the customer that the service was restored.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:03/10/2025

  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.

  I had their internet for years. I paid ****** extra credit. Because I'm on disability and the bill was due before my check was deposited . I was having to pay late charges. So I paid extra so I was always ahead. I canceled my services. First they tried to keep the extra money. Then they said it would be 30 to 45 days before they would even send me my money. I'm on a limited income I told them t h ey didn't care. Was very rude. They are trying to steal my money from me. . I'm blocked to getting on line to get my acct. Number. I live at ****************************************************************************

  Business Response

  Date: 03/13/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  3/13/25
  
  
  Re: ****** *****
  23035701

  Notice of Complaint Filed: 3/11/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a refund check for a credit balance on the account. We have confirmed that a check for $109.37 was sent in the last week and should be arriving by standard mail, if not already received. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:03/10/2025

  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.

  The transaction was set up for the 14th of February. And they came and worked on it that Monday. It took two weeks to finish then it's worked off and on for a week. So each time I call they try to hook me up to spectrum. When I asked for a refund for none working service they refused. Told me maybe I was scammed out of my money. They didn't care who I called.

  Business Response

  Date: 03/12/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  3/12/2025
  
  
  Re: -customer name- 
  Complaint ID: ********
  Notice of Complaint Filed: 3/10/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. I spoke with the customer. I issued a refund and the customer decided to ************************* the service. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:03/10/2025

  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.

  We are continuing to lose our phone and internet service. This started in August 2024 and has been on going to this day. Try to get help and get cut off when I do there chat while reporting the outage. So here another week gone and no service. They never reimburse the bill but make me pay the full bill for $114.00 a month. Tired of paying for a service we have part time. I only have a landline, so at my age of 64 I really need to be able to call out and all they care is if I have a mobile phone. We don't have good service for a cell phone that's why I have to use their product. Now I have keep trying to go threw their site to get a tech to repair the line but get cut off. Sick of the stress to get help.

  Business Response

  Date: 03/24/2025

  March 24, 2025
  
  
  Re: ******** Larison 
        Complaint ID: ********
        Notice of Complaint Filed: March 10, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of intermittent connection issues.  A technician was sent out and repaired a damaged temp cable which restored service to the location. He also place a ticket to the contractors for the buried service wire.
  

  We appreciate ******** Larison  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:03/09/2025

  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.

  More unjustified price increases from this provider. I initially signed up with *********** price for life. When Brightspeed took over they honored the price. Since there was one adjustment supposedly due to taxes. Now we are seeing another price increase of $5 for internet from this company.

  Business Response

  Date: 03/25/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  3/25/2025
  
  
  Re: ********* ******
  23040845
  Notice of Complaint Filed: 3/09/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing concern. Our records show that the account was not setup with a price for life. I also reviewed the bill history and since late 2023 the cost has gone up a little over $3.00 a month. When the cost to provide the service goes up this will cause an increase in the cost to the customer. I attempted to call the customer several times and I left a voicemail each time. In the voicemail I explained the above information. I also sent an email explaining. I have not heard back. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:03/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our phone line is constantly going out for days at a time. Currently we have been out of phone service for the last 5 days. They do not send anyone to help after numerous attempts.

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  
  Re: ********* Schaperclaus 
         Complaint ID: ********
          Notice of Complaint Filed: March 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  The technician went out on March 7 and made repairs to the long line correcting the issue causing the trio and ring issues restoring service to the location.
  

  We appreciate ********* Schaperclaus  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:03/07/2025

  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.

  I disconnected my service on 12-15-24, Disconnect #**********. Brightspeed issued me a *** label to return my modem. I dropped the modem off at the *** store on 12-18-24. Per the attached *** tracking info, the package was delivered on 12-20-24, signed for by ***** at the dock. I then received the attached bill stating I owe for the unreturned equipment. I have done the online chat twice and both times was told they were updating system and could not look up my account, and to contact them again later. I have also called multiple times and held forever and never got a person to speak with. All the time I have wasted on this problem, it would be cheaper for me at this point to pay the $107. But it is the principle. They gave me the shipping label so they could have did the online tracking and saw I did return the modem. Instead, they just sent me a bill. And now I have wasted multiple hours on online chat and phone calls trying to get it resolved. And I don't want this to affect my credit score.

  Business Response

  Date: 03/10/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  March 10, 2025
  
  
  Re: ******* ****
  23036208
  Notice of Complaint Filed: March 7, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding her billing concerns. Upon review, I credited the unreturned equipment charge since she returned the modem.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* ****

• Initial Complaint

  Date:03/07/2025

  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.

  Bright speed came out yesterday to put in internet for someone staying next to us. While putting it in they cut my water line and put the line on my property with out consent I contacted them several times. They are tell me I have to fixed it myself and this is well water

  Business Response

  Date: 03/20/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  3/20/2025
  
  
  Re: ****** **********
  Complaint ID: ********
  Notice of Complaint Filed: 3/07/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding property damage. I attempted to contact the customer several times. I left a voicemail each time. In the message I advised of the number to make damage claim. I also advised that depending on the location of the cable it may be in a right of way but if not to reach out to me so I can relay the concern to our field team. I also sent the same information by email. I have not heard back. I am going to close the case. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:03/06/2025

  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.

  Moved physical location of my business so I need to port the existing business number from Brightspeed to ******* but Brightspeed has not cooperated in this porting which is required by LAW. Attempts to contact and discuss with Brightspeed have been futile. This is affecting business and thus loss of income.

  Business Response

  Date: 03/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  March 7, 2025
  
  
  Re: ***** *****
  23029742
  Notice of Complaint Filed: March 6, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******* porting concerns. Upon review, there is a current port out disconnect order pending on the account with a due date of 3/12. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *****