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:02/16/2025

  Type:Service or Repair 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.

  ***************** has been out in our area since Jan 30, 2025 (today is Feb 16). My self or a family member has called every weekday since outage began. Each call we are told it will be on by 6 or 7 pm. Service has yet to be restored. I'm 85 years old and my wife is 82. We both have multiple health issues. I only want telephone service (no cable or Internet).

  Business Response

  Date: 02/26/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  2/26/2025
  
  
  Re: ***** *****
  Complaint ID: ********
  Notice of Complaint Filed: 2/16/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. We were able to make repairs and restore the phone service. The customer confirmed the phone service was working,. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  
  

  Customer Answer

  Date: 03/03/2025

   
  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:02/16/2025

  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 have called repeatedly six times in the past two weeks. Im getting no help getting my Internet going. Any employees I have talked to do not speak English well enough or understand English well enough to direct me and or help me resolve my problem.I am getting nowhere and Im getting no help from anybody even when I ask for a supervisor they ignore me. They talk over me. I am getting no help. Ive been without Internet for two weeks.

  Business Response

  Date: 02/28/2025

  February 28, 2025
  
  
  Re: ***** Zumwalt 
        Complaint ID: ********
         Notice of Complaint Filed: February 16, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues. A repair ticket was already in place for your service. A technician came out on February 17 and ran a new temp line per the other was cut and had service good to the network interface device but no access to the home to check it. Since then, we have shown that all stats are suitable for the home and service, which has been working for 10+ days. If you are still having service issues, please let us know. Rest assured, we are committed to resolving this issue. Again, we are sorry for the inconvenience.
  

  We appreciate ***** ********* taking the time to contact the BBB to inform us about the matter. We understand the effort it took and we want to assure you that your voice has been heard. We apologize for any issues caused by the experience and inconvenience.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair 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 installed fiber at my home 1/6/25. On 2/12/25, I lost internet in my home. Tried to troubleshoot and could not. I went outside to where the wires are that run from my home to the modem inside and found the entire line was exposed out in the open and an animal chewed through the wire. I did not think to check the installers work when they were here 1/6/25 and regret it. I knew they had left the wires exposed that ran over my siding but did not check that far around the house. I called brightspeed 2/13 and they cannot get anyone here until 2/19. I work remotely and have lost a 2 days of work already and will lose 2 more days. This is not fair and it's not my fault. Their company is responsible.

  Business Response

  Date: 02/21/2025

  
  February 21, 2025
  
  
  Dear ******* *******,
  
  
  I appreciate the opportunity to review the complaint that you submitted February 15, 2025, regarding the exposed wire that was damaged and affecting your internet.
  
  
  Upon review, we sent a technician out on 2/18/25 for ticket # WOT1789797. Tech repaired your cable outside and verified your internet service is working.
  
  
  We acknowledge your concerns and apologize for any inconvenience this caused.
  
  Sincerely,
  
  ****
  Brightspeed - Customer Advocacy Group
  

  Customer Answer

  Date: 02/21/2025

   
  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:02/14/2025

  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.

  We signed up for bright speed internet because they were supposed to have the best speeds and prices in the area or so they said. We had internet for 3 days if that and now have not been able to connect to the internet for about four weeks. They had 3 technicians come out replaced everything that could. Drilled a hole in the wall so we could even be connected to the pole that is outside and still nothing. They hang up when we call customer service and are absolutely no help no solutions they dont care.

  Business Response

  Date: 02/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  February 18, 2025
  
  
  Re: ****** ********
  22942580
  Notice of Complaint Filed: February 14, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding their internet service issues. Upon further research, we created a repair ticket which was completed on 2/17/25. The tech completed the repairs in our central office, which restored the service. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ********

• Initial Complaint

  Date:02/13/2025

  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 Tuesday Feb 11th a contractor hired by a neighbor dug a trench and cut through our internet wire. They immediately contacted brightspeed (mid-morning). Not hearing any response I called customer service, nothing was showing in records as having been reported. We let them know the line had been severed (cut in half) and they forced us to go through a 20 min call troubleshooting exercise with the modem which was completely irrelevant with the line cut. They sent a tech the next day, the tech immediately told us that if the line was cut he couldn't help and all he could do was email the company to send someone else out. I asked for his managers number, he refused and then decided to at least look at the severed line with my husband. Unable to fix it he indicated he was submitting the order to get someone out today (Feb 13) to install a new line. That evening we got a text that the ticket/issue was resolved (it was not). Having heard nothing by noon the following day we called Brightspeed customer service again, had to be rather direct to get them to look at our situation without doing the basic troubleshooting all over again (they didn't pull up the notes on account until we asked them to). After a 50 min phone call and many holds the agent said that the tech yesterday didn't enter the request right and the soonest we would hear from someone would be ***** hours. We work from home and run a business from home. This was not acceptable. She indicated that there was no manager or leader this could be escalated to and no where we could file a complaint. I then noted that I would report on social media and the BBB and she finally agreed to enter a "case" for a more senior leader to look at the issue.

  Business Response

  Date: 02/26/2025

  February 26, 2025
  
  
  Re: ******** McClean 
        Complaint ID: ********
        Notice of Complaint Filed: February 13, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  There was an open repair ticket placed on your account for a technician to come out on February 14. We have a tentative buried service wire date of March 7 on your account. If you have any further questions, please let us know.
  

  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: 02/26/2025

   
  I am rejecting this response because:
  
  Brightspeed told us the lien would be buried by 2/22/2025.  
  

  they did not show up nor contact us that this deadline would not be met.

  They sent an automated email stating that the issue was resolved and would be closing the ticket.

  They have not called me back regarding the status and have not communicated a Match 7th date for burial.

  In the interim the temporary line placed is not performing at the same level as prior to the incident.  They did tell us they would optimize this when putting in the permanent fiber and burying the line.  That hasnt happened yet.  We work and run a business from our home and the intermittent outages and slow performance for 3+ weeks is not acceptable.

  
  

  Business Response

  Date: 03/03/2025

  March 3, 2025
  
  
  Re:******** McClean 
        Complaint ID ********
        Notice of Complaint Filed: February 13, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. AS previously stated, the permanent drop will be placed, per notes on the account, on March 7. This should help to improve the performance of the service that you are receiving. The ticket that was closed on February 22 for was for the repair which laid the new temp line. We do apologize for the inconvenience that this has caused.
  

  Again, 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: 03/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that the efforts toward  resolution are satisfactory to me. I do not however consider the issue resolved.
  
  Thank you. 
  

  Customer Answer

  Date: 03/25/2025

   
  I am rejecting this response because:
  See case BBB Complaint ID #******** This has not been resolved as they stated it would be. Immediately after fixing our line they installed service to a neighbor, cutting another neighbor's line who was on AT&T, AT&T in repairing their line cut our line again. They did not adequately mark for the lines before cutting or coordinate resolution for the customers between ****************** and AT&T. Our fiber connectivity remains intermittent and the line is not buried and is running across the yards of 3 neighbors. We have had to pay our full monthly rate even though we have had intermittent access since 2/14/2025. I work from home and we run a business from home. This is unacceptable.   
  

  Business Response

  Date: 03/28/2025

  March 28, 2025
  
  
  Re:******** McClean 
       Complaint ID ********
       Notice of Complaint Filed: February 13, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection compliant. I rechecked your buried service ticket and it was delayed per they had to waitfor utility locates to be performed. The construction is planned for March 28 per notations on the account. We do apologize for the inconvenience that this has caused.
  

  Again, we appreciate ******** McClean  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:02/13/2025

  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.

  Have paid my bill electronically since it was CenturyLink before brightspeed took over through my credit union. No problems. This past September brightspeed put a new upgrade unit in my house and ever since then keep saying that they're not receiving their payments even though it shows it's been taken out of my checking account through the credit union electronically. They send me a text every month threatening to disconnect my service because of no payment because they're wanting me to go to autopay which I told them I will not do. They're getting paid so don't know what their issue is after all these years. Tired of being threatened every month of service being disconnected when they're getting paid. They're $40 per month never an issue until the new unit was put in.

  Business Response

  Date: 02/26/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  2/26/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 2/13/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the payments. We reviewed the logs of the transactions. The decline reason was account closed meaning the customer has closed that account associated with the payment method. The customer would need to work with the bank or credit card company to determine why they are rejecting the payment.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  Brightspeed advertised and the agent told me that I would be receiving 6 months of streaming credits.After the service was installed I hadn't received any email regarding this promotion.I called customer service and was on hold with them for over an hour.They informed me that I had not been signed up for that bundle even though the agent assured me that I was getting the streaming credits and the promotional 100$ gift card.They lied and used bait and switch tactics to get me business.I want them to make this right and to warn others that they are being distrustful in their practices.

  Business Response

  Date: 02/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  February 17, 2025
  
  
  Re: ****** ******
  22936897
  Notice of Complaint Filed: February 13, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******** promotion concerns. I provided him with the link to redeem the stream credits. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******

  Customer Answer

  Date: 02/17/2025

   
  I am rejecting this response because:
  Brightspeed has not sent the email that would allow me to get the credits.

  The email she sent was a link to the app 

  the app is useless without brightspeed sending the email with the codes to be able to use the app.

  I sent this to her already and she either is disingenuous or doesn't know any better

  Business Response

  Date: 02/21/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  February 21, 2025
  
  
  Re: ****** ******
  22936897
  Notice of Complaint Filed: February 13, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding Mr. ******** promotion concerns. Per our promotion specialist, he does not need a code to activate the streaming credits. He would go to the website provided, ********************************************************************* and create an account. Once he does that, he will have access to his streaming account. It is linked via his email address on file.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair 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.

  On February *******, I contacted Brightspeed (home internet) about my monthly bill. It is supposed to be $50 a month for internet. January's bill was $50 but February's is $55. I contacted them on their app via chat. He told me that they had sent out an email and/or a text message telling us that there was going to be an increase in the service provided. I informed him that I keep all emails from them, especially after having issues from a change that I did on January ******. He adjusted my bill for this month but informed me that my next month bill would be the $55 charge. I believe this is an unfair practice on their part. I could not find them on your list of businesses, so that I could just leave a review. Also, you can never talk to anyone inside the *************. Very aggravating.

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  
  Dear ******* ****, 
  
  
  I appreciate the opportunity to review the complaint that you submitted February 12, 2025, regarding the billing dispute.
  
  Once reviewed, I found that your original quote for service was for $50/month.  No evidence was found of a rate change.  Effective today, I have issued a $5 courtesy credit for the next 24 months.  If this was to expire please reach out to us for review.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  **** *.
  Brightspeed - Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/18/2025

   
  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:02/10/2025

  Type:Product 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.

  I cancelled internet service and landline on 12/4/24 was told i could keep modem, received adjustment #A-5204856 for confirmation and was told we would receive $83.40 refund for having no service from Nov 22nd to Dec 4th. This was the reason we cancelled service. On January 3, 2025 spoke with ***** at bright speed she confirmed we should get refund in 45 days of $166.80 and it will be mailed to home address. If we did not receive a check in the mail to call back to ************** and ask them to check with processing center. On February 10, 2025 spoke with **** with bright speed who transferred me to his supervisor **** who escalated issue to management. I have not received a check nor a refund directly to checking account as of today. Again we are told to wait another 45 days for check to be processed and mailed out and a different amount each time we speak. Amount has now changed to $109.82 and is supposed to be in checking account direct deposit in 5 to 7 days. We cannot get a straight answer or even the same answer to any question nor can we get the refund we have been waiting for.

  Business Response

  Date: 02/18/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  2/18/2025
  
  
  Re: 
  ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: 2/10/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the refund. We processed a refund for $109.82 to the original payment method. We also released a check for the remaining balance of $56.90 on 2/11/2025. This can take 7 -10 business days for receipt. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 02/21/2025

   
  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:02/10/2025

  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.

  Brightspeed continues to charge me after I have cancelled service and they will not rectify and close my account.

  Business Response

  Date: 02/13/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  2/13/2025
  
  
  Re: ****** *****
  Complaint ID: ********
  Notice of Complaint Filed: 2/10/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. We were able to make corrections to an order so that account would cancel. We also cleared the balance. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy