We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/24/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The buisness Brightspeed has been coming back a year after canceled services claiming you owe money when you paid your final bill and no other bills were ever recieved. When asked why a final bill was never recieved they said they sent emails which I never recieved. I had never signed up for electronic billing I had been getting paper bills. I went ahead and paid the bill now they are calling badgering me saying I owe a $20 late fee on a bill I never received. They did the same thing to a friend of mine after he canceled and a year later he got a letter from collection agent for a bill he never recieved, they informed him they had change his billing to electronic billing but didnt have an email address on file. They are trying to scam people a year later on bills they havent even sent out. I dont feel like I should have to pay a late charge on a bill they say I owe that I never recieved.

    Business Response

    Date: 02/26/2025

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


    2/26/25


    Re: ***** *****
    22985389
    Notice of Complaint Filed:2/26/25


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the late fee billing of 20 dollars on this customer account. I have removed that charge from our billing in full as of 2/26/25. 

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


    Sincerely,

    **** *. 
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:02/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In October 2024 I sent a request to Brightspeed to disconnect any and all services due to the business I work for was switching phone companies. I listed all the lines that were printed on our statement and sent in the email request. To this day, they are still sending us bills for lines that were not on our original statements, so how would I have known to cancel them? I have sent them past statements showing that those lines were not on the bill, that they need to be disconnected and I am not going to pay any balance past the original cancelation date. The business I work for is still getting statements for a service that is supposed to be disconnected and they keep charging us for it. I have proved to them it was not on our bill in the first place and it should not be now. To me this is unethical the way they are trying to treat us. There are not telling how many other clients they are doing this to.

    Business Response

    Date: 02/28/2025

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


    2/28/2025


    Re: *** ****** / ************************************
    Complaint ID: ********
    Notice of Complaint Filed: 


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. We were able to close out the account and cleared the balance. I left a voicemail for the customer advising. 

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 05/29/2025

     
    I am rejecting this response because:

    To whom it may concern:

     

    I would like to know why we are receiving a letter stating that we owe a bill to Brightspeed. (Please see the attached document.) 

     

    This issue was to have been resolved months ago. 

     

    We would really appreciate your swift attention to this matter in resolving this matter once and for all. 


    Business Response

    Date: 06/02/2025

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


    6/02/2025


    Re: *** ******
    Complaint ID: ********
    Notice of Complaint Filed: 5/29/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the rejection. I reviewed the account and issued a credit for the remaining balance. The balance is now zero. I left a voicemail for the customer advising. 

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:02/24/2025

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Telephone area outage since Monday, Feb. 10th. Not resolved yet.Absolute horrible service, and customer service.

    Business Response

    Date: 03/05/2025

    March 5, 2025 

    Re:    Better Business Bureau (BBB)
              ****** ******
              Complaint ID: ********
              Notice of Complaint Filed: February 24, 2025

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

    We appreciate the opportunity to have addressed your BBB complaint regarding your phone being out of service since February 10, 2025.  We expedited the resolution by coordinating with our local field office and technician to repair your service. A credit for the time you were out of service has been applied to your account. We have responded with the results of our investigation via the BBB repository within the answer period.

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

    Sincerely,
    **** *.
    Brightspeed Customer Advocate


    CC: ****** ******
    CC: Better Business Bureau

    Customer Answer

    Date: 03/05/2025

     
    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:02/24/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Brightspeed installed fiber optic lines in our neighborhood and left wires dangling from poles. They claim they will send *************************** to repair the problem but no one has come nor are they responding to the ********************************************

    Business Response

    Date: 03/03/2025

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


    March 3, 2025


    Re: ****** J ******
    22983568
    Notice of Complaint Filed: February 24, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the leftover fiber lines in her neighborhood. Upon review, a repair ticket has been created for 3/4/25.

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


    Sincerely,

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


    CC: ****** J ******

  • Initial Complaint

    Date:02/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    IN November, Brightspeed came to our neighborhood to install fiberoptic cable. Not only did they cut my Spectrum internet and our water lines, my yard was left significantly damaged. They did not restore it to its original state. I'm positive it has impacted the value of the property.

    Business Response

    Date: 03/10/2025

    March 10, 2025


    Re: ****** Bridges 
          Complaint ID: ********
          Notice of Complaint Filed: February 24, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of property damage issues.  I have reviewed the account and sent the information to the local area plant supervisor to have someone contact the customer and survey the property for the damage that was caused for restoration.

    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 Customer Advocate

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


    Customer Answer

    Date: 03/11/2025

     
    I am rejecting this response because: I do not want to close the case until a decision has been reached. I have been communicating, somewhat unsuccessfully, with ******* *******, a Claims Representative from 
    ***************************************** I have answered all of her questions, and am waiting on a response from her. I provided her with a estimate to fix the damages and have a local company ready to do the work.

    Business Response

    Date: 03/17/2025

    March 17, 2025


    Re: ****** Bridges 
          Complaint ID ********
          Notice of Complaint Filed: February 24, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the rebuttal details in the rejection complaint. The case with ******** will remain open until the claim has been processed. They will keep in contact with you. I can assure you of that action. 

    Again, we appreciate ****** Bridges  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:02/24/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My phone and internet went out on 2/12/25. My wife called 2/13/25. An appointment was set on 2/24/25 between 8am and 5pm. My wife canceled her doctor appointment to be home. On 2/22/25 we received a text that problem was resolved and 2/24 appointment was canceled. Our phone and internet are still out. My wife called pleading, arguing to reinstate 2/24 appointment. They refused. New appointment is now 3/5/25 between 8am and 5pm. They will not give credit for services that we can't use. My wife needed to fax medical documents but was unable to do so. She had to mail it in certified at a cost of $9.68. My wife advised them there is a big branch in front of house hanging on phone line. She also advised them that there is a phone line on ground up the road as well as a broken pedestal. My wife has serious medical issues but does not qualify for their disability program. We need phone for doctors to be able to call.

    Business Response

    Date: 02/28/2025

    February 28, 2025 

    Re:    Better Business Bureau (BBB)
              ******* *********
              Complaint ID: ********
              Notice of Complaint Filed: February 24, 2025

    Dear ******* *********:

    We appreciate the opportunity to have addressed your BBB complaint regarding your phone and internet service being out of service since 2/12/25. Upon review, our technician discovered trouble with the cable,and he was able to repair the issue. We have responded with the results of our investigation via the BBB repository within the answer period.

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

    Sincerely,
    **** *.
    Brightspeed Customer Advocate


    CC: ******* *********
    CC: Better Business Bureau

    Customer Answer

    Date: 02/28/2025

     
    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:02/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The internet line that was ran cut right through our septic drain field and we have to have panels replaced in our ***** field. The lines were laid twice and both times cut through our septic system. The septic company had the lines marked and it shows it runs directly through multiple fingers...the same fingers that are failing and leaching septic water directly into our yard and down the driveway. I request a representative from Brightspeed call me to discuss this, as it is your responsibility to repair what was damaged by Brightspeed not doing their due diligence and in turn, damaging our septic system. I would be happy to provide proof of all the damage to Brightspeed for repairs.

    Business Response

    Date: 02/26/2025

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


    February 26, 2025


    Re: ****** ******
    22973250
    Notice of Complaint Filed: February 24, 2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** damage claim inquiry. I advised Ms. ****** that damage claims are handled by our claims team ******** at ************. They can assist with opening a new damage claim and any questions or concerns.

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


    Sincerely,

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


    CC: ****** ******

  • Initial Complaint

    Date:02/23/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered new internet service through Brightspeed in December of 2024. Brightspeed shipped my modem to the wrong address via **** I made multiple attempts to have them correct the address, to no avail. I never received any equipment from them and therefore have not had any internet service, yet I have received bills from them demanding payment. I will not pay for something I have not received. I am requesting they retract these charges immediately upon notice as I will not be doing business with a company that cannot keep proper track of customer complaints and outsources it's customer service to foreign **** who don't understand how handle these types of issues properly. If these bogus charges are not cleared within a reasonable amount of time, I will take legal action.

    Business Response

    Date: 03/10/2025

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


    3/10/2025


    Re: *******************
    Complaint ID: ********
    Notice of Complaint Filed: 2/23/2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the modem shipment. I attempted to contact the customer several times by phone. I also sent an email. I have not been able to reach the customer and 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:02/22/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Over the past two months, we have signed up for auto-pay with Brightspeed for internet service payments to come directly out of the bank account. On the most recent bank account statement, it is seen that Brightspeed took not one, not two, but THREE payments out during the same month! The first payment taken out out was 2/10/25 for ******, which is around what we usually pay per month for services. Then, just 4 days later, on 2/14/25, they took out another ******. This would be double what we usually pay for internet, which is around 115. They do not have the legal right to withdraw extra money from my account when the bill was already paid for, just days earlier. Now I just received an invoice that ***** was owed by March 10, and already taken out of my bank account by auto-pay. This has been 3 different payments in one month, at nearly 300 dollars. I don't know what this company is doing, but this is pure and complete incompetence, negligence and illegitimate, faulty practices. I need the extra money that was unfairly and unjustly removed from my account reimbursed to me asap! I also need this company to stop auto-pay and go back to billing through mail, because they cannot be trusted. This needs corrected asap. When I contacted them about these payments, they gave me an excuse that their system was "going through maintenance and updates" and they could not even discuss this issue for another week, or more. This is completely unacceptable, and we need some help resolving this please. Also, the service in parts of our home that is not close to the router is sketchy and unreliable. For the amount we are paying for service, it should be better. This company needs held accountable for it's faulty practices. Thanks in advance for your assistance.

    Business Response

    Date: 03/04/2025

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


    3/04/2025


    Re: 
    ******** *****
    Complaint ID: ********
    Notice of Complaint Filed: 2/22/2025


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. The old copper account did not ************************* when the fiber account installed. We were able to correct this and issued credits back to the date the old copper account should have ***************************.

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:02/22/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Fiber optic internet and landline through Brightspeed Internet has consistently not worked properly. Elderly persons who rely on phone and internet for medical reasons and to communicate with loved ones. Cable laying on ground for months. Getting no assistance. Repeated calls and messages and given the run-around. Foreign customer service **** and cannot understand most of the time. Wanting us to get on floor to disconnect and reconnect wires which is physically impossible due to age. Health problems are accentuated due to stress of trying to resolve this. We need help! Only one phone number to call for assistance and no physical office.

    Business Response

    Date: 03/07/2025

    March 6, 2025


    Re: ****** Porter 
          Complaint ID: ********
          Notice of Complaint Filed: February 22, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of repair and BSW issues.  It was sent to repair on February 24. A technician went out and removed the slack box and repaired the line. The buried service was completed on March 5..

    We appreciate ****** Porter  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: ****** ******


Brightspeed is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.