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:02/12/2025

  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

• Initial Complaint

  Date:02/10/2025

  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.

  Cancel internet service 1st of October 2024.brightspeed continue to take money out of checking account after repeat calls to them.Each time I called they act like I had no account with them but each month I got charged for internet. Then when I started calling them I was put on hold an no one came back on phone. I ended up canceling my bank card an got new card with new numbers just to stop brightspeed continue taking money from my account

  Business Response

  Date: 02/24/2025

  February 24, 2025
  
  
  Re: ***** Carroll 
        Complaint ID: ********
        Notice of Complaint Filed: February 10, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the billing issues in detail. After researching the account, I found that it appears it was canceled in September 2020. There has been a revised final bill on the account since that time in the amount of $128.22. That amount is the final bill owed on the account for services rendered at the time of service per account *********. That amount is still collectible. Any billing that has been received contains that amount, which is the revised final bill, and any new amount added each month for services. Rest assured; we are here to assist you in resolving this matter.
  

  We appreciate ***** ********* taking the time to contact the BBB to inform us about the matter. We understand the inconvenience this may have caused, and we sincerely apologize for any issues you may have experienced.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:02/08/2025

  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 Sept 27, 2024 our area was hit by a hurricane. I have been without service since that date. I have called to ***ort all the lines are torn from the poles and lying on the ground. The customer service keeps having me reset the modem, which I do, when I explain the issue she hung up on me. I keep getting billed for a service that Brightspeed is not providing. The customer service *** said the charges would be waived, received a new bill, still getting charged. I have never been late on a payment, surely you can see I have no service.

  Business Response

  Date: 02/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  February 17, 2025
  
  
  Re: ******* ********
  22915898
  Notice of Complaint Filed: February 8, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************* outage. Her service has been down since the hurricane. We created a repair ticket, which is pending for 2/21. We also issued a service outage credit for $351.35, which will be reflected on the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* ********

• Initial Complaint

  Date:02/07/2025

  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.

  Brightspeed phone service We have always had issues with service (lack of) Technician never fixes problem Phone line has extreme static and impossible to use most of the time Complained several times Now the phone does NOT work This is an emergency An 85 plus elderly lady lives there with health conditions and needs phone for emergency We were promised $50 credit from ***** ****** and never received Payment was sent and we have been charged late fee I want all late fees removed plus my $50 credit all applied to the account I want a credit for service NOT received So I need a large credit This must be repaired properly immediately due to emergency issues I want someone in management from the ** to call me ************

  Business Response

  Date: 02/13/2025

  2/13/2025
  
  
  Re: *** ******
  Complaint ID: ********
  Notice of Complaint Filed: 2/07/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the issue with the phone. Our technicians were able to make repairs that restored the service. Ms. ****** confirmed the service was restored. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:02/06/2025

  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.

  When signed up for internet, Company advised that rate would never be changed. Was $50 when began. Increased 02/02/25 to $55. Want company to honor original agreement.

  Business Response

  Date: 02/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  February 7, 2025
  
  
  Re: ****** ********
  22906795
  Notice of Complaint Filed: February 6, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********** billing concerns. Upon further research, when he ordered service on 7/21/21, he was sent the order confirmation which explains the monthly rates are not guaranteed and are subject to change, as the service is month to month and not a contract. On his January 2, 2025 billing statement, he was notified that the internet service would be increasing by $5 per month in 1-2 billing cycles.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ********

  Customer Answer

  Date: 02/12/2025

   
  I am rejecting this response because:

  Dear BBB,
  I do not accept the response. However, I expect no follow up from BBB. Please mark the case as unresolved and that I am dissatisfied with the Companys response. There is a class action regarding this issue which I will be entering so no further action from you is needed.

  Please see my response below which was emailed to the ******** G at the Company. Thank you for your help in this matter. Good Job!

  Regards,
  ** ********
  
  Dear ******** G,
  I have no doubt that that information was included in your fine print. After all fine print is the province of small minds and other low lifes. However, there seems to be strong evidence that ***********, now hiding behind the name Brightspeed, did indeed publicize no price increase for life guarantees. I refer you to the below link showing a class action lawsuit on this very matter.

  
  **********************************************************************************;

  
  I will, of course, be contacting them and advise my neighbors to do so also.

  As a recommendation for your future financial security, I hope that *********** is not a major  holding in your retirement or brokerage accounts. It bottomed not long ago in the $1-$**** has since recovered to the $5 to $8 range. That is small consolation to people who purchased the stock for $30 plus. The Company even changed its name to ***** to hide its shame.
  Maybe your Company does need the $5 a month more than I.
  
  

  Business Response

  Date: 02/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  February 17, 2025
  
  
  Re: ****** ********
  22906795
  Notice of Complaint Filed: February 6, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********** billing concerns. Upon further research, when he ordered service on 7/21/21, he was sent the order confirmation which explains the monthly rates are not guaranteed and are subject to change, as the service is month to month and not a contract. He was never on ***********'s Price for Life bundle, which is why he saw the price increase notification in January 2025. Brightspeed is not the same company as ***********. In October 2022, Brightspeed took over existing ***********/Lumen customers in 20 states. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ********

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get Brightspeed to fix our phone service for the past three weeks. My appointment are getting canceled without me knowing. The is an outage in the area but they don't want to knowledge as an outage. I asked for a discount but I was told you call back when the service was repaired to get a discount. Brightspeed gets an F from me

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  Dear Leavia ****,
  
  I appreciate the opportunity to review the complaint that you submitted on February 5, 2025, regarding the landline service issues.

  I reached out to our technical support team for review and customer contact.  Once reviewed by our technical support team, it was found that the service repairs were completed on February 6th.  Our technician found programming issues with the service cables. 

  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  ***** (****) U.
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:02/04/2025

  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.

  Brightspeed has constant service outages that last days at a time. When you call to report the outage, they promise it will be fixed within so many hours andthen continue to push off the fixed date time and time again. My current outage is ongoing for five days now and was supposed to befixed five days ago. they promised to give you credits, but never do. They will not tell you what the outage issue is just read from canned messages and everytime you call no matter who you speak to they read the same response. As someone who works from home this outage, not only interrupts my daily entertainment, but I have not been able to work for the past two days which interrupts my income my job performance and makes look bad as an employee. I would highly recommend if anyone considers using Brightspeed for their ***************** They look elsewhere because I truly believe is no worse option than this one for ******** services and this has happened time and time again usually on a monthly basis.

  Business Response

  Date: 02/12/2025

  2/12/2025
  
  
  Re: ****** *********
  Complaint ID: ********
  Notice of Complaint Filed: 2/04/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the internet outage. We were able to resolve the outage. We reviewed the recent outage history. The causes varied. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:02/01/2025

  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.

  Brightspeed is offing me $65/month for *********************************************************** account. However, they changed the price at checkout to $85/month.This is a bait and switch tactic. Advertise one fee then charge a different fee. I have called 5-6 time to Brightspeed without resolution. They keep escalating to the management, but I never hear back from the escalation. (Escalation Case: CSM0206229 at BrightSpeed)I would like Brightspeed to honor the advertised price of $65/month for 500 Mbs speed at my home.

  Business Response

  Date: 02/03/2025

  February 3, 2025
  
  Dear ******* *******,
  
  I appreciate the opportunity to review the complaint that you submitted on March 1, 2025, regarding the service and price offer.
  
  Once researched, I found that 500m is not available at your service address.  If and when area facility upgrades become available, we would be happy to revisit the offer and see if the pricing is available.  I have also emailed you directly if you have any questions.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************