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:08/30/2025

  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.

  My 83 y/o mother was contacted by the company and told that they are eliminating the current system, and all customers would need to switch to fiber optic. She contacted me and we through a 3-way call connected with the company. After speaking with the representative on the line stated that it required a credit card to schedule the install of the service. The amount to secure the installation was $89.00. The representative stated that after the install I could call the company and cancel the autopay. After the install on 8/28/25 I contacted the company to cancel the autopay and was told that I could not cancel the autopay and the only way to pay the monthly bill for the service was with a credit or debit card. This is a deceptive business practice that I believe is being used to prey upon consumers.

  Business Response

  Date: 09/04/2025

  Good Evening,

  This customer has a pending ************************* order currently. I have made sure that any and all charges to the card have been taken care of. The first invoice appears to have had all charges waived.

  Sincerely,
  ****** *..
  Brightspeed Customer Advocate
  
  

  Customer Answer

  Date: 09/05/2025

   
  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:08/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a late fee. I called and told the company I had my bank statement that showed I was not late. The person said they would take it off. I got their name, date & time that I spoke with them. The next bill had two late fees on it. I called again & got the peoples names and date & time that I spoke with them. They said the next bill would not have those late fees on it. The next bill had three late fees. I got 3 peoples names the time &date. They said all late fees would be taken off. The next bill came and there was one late fee still on it. I called again. Same conversation but different people. They said I needed to pay the late fee even though I did not owe it and they would take it off the normal amount of my bill. I told the no. That had happened to me before and after I paid it , the amount was never taken off. I just received my monthly bill today and there is Still a Late Fee on it. I have not decided what to do about it. This company has always been a problem. But we have little choice here. No matter what I decide,I think Brightspeed needs to be fully reprimanded. Everyone in my area complains about their service. But with little choice here for anything else they feel stuck. That IS Wrong! They are taking advantage of the situation we are all in.

  Business Response

  Date: 09/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  September 8, 2025
  

  Re: ******** *******
  Complaint ID: ********
  Notice of Complaint Filed: August 1, 2025
  
  Dear Kisis *****:

  We appreciated the opportunity to review the details of billing issues.  Resolution.
  Thank you for reaching out regarding your concern about the late fee credit. Ive reviewed your account and can confirm that the following credits were successfully posted:
            $40.00 credit on July 19, 2025
            $2.00 credit on July 19, 2025
            $22.00 credit on August 19, 2025
            $22.00 credit on August 19, 2025
  These adjustments were applied as goodwill credits to waive late payment charges, recognizing your consistent payment history.
  As of September 8, 2025, your total balance due is a credit of $37.09, meaning there is no payment required at this time and the credit will be applied toward future charges.

  We appreciate ******** ******* for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.

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

• Initial Complaint

  Date:08/29/2025

  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 need to port my business number to another provider, but Brightspeed will not let me. Ive contacted them several times and spoken with multiple people, but I feel like theyre just walking me in circles. When the port request was first rejected on July 31st, I called Brightspeed and was told the port-out PIN was ****. My new provider resubmitted with the PIN, but it was rejected again. When I called back, Brightspeed said no PIN was required and instead discovered my account had been incorrectly converted to residential. They promised to switch it back to business and gave me a ticket number, but nothing was resolved. A week later the ticket was still pending. After more calls, I spent over an hour with an account specialist who escalated it to the small business team. Their supervisor explained that a July account migration had caused my account type to change and leaving my number floating in the system while the account was an empty shell. On August 18th, I was told the issue was escalated and would be fixed within 72 hours. On August 21st, I called back the small business team but was told they couldnt even access my account because it still showed as residential, nor could they look into my ticket because my account was not a business account. I was transferred to an invalid number. I called back the customer service number on the monthly bill, only to be told there was no timeline for resolution. Its now nearly a month since I first reported the problem, and Brightspeed still hasnt linked my business number back to my account so I can port it out. Small business team says my number doesn't exist with Brightspeed, but the account specialists say they see the number active, just not listed under my account. I just need my number ported out and not be transferred between the small business department, residential department, and the account specialist.

  Business Response

  Date: 09/10/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 10, 2025
  Re: **** ******
  ID # ********
  Notice of Complaint Filed: August 29, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the failed porting attempt to move to a different provider for Mr. **** ******. Unfortunately I could not reach Mr. ****** over the phone as the contact number is 1 digit short in the daytime phone section. In order to reattempt a porting request there would need to be an active account with the phone number attached and a new PIN generated as the previous PIN was rejected by the new service provider. The current account is inactive so these changes cannot be made. Brightspeed apologizes for any issues due to th e experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: **** ******

• Initial Complaint

  Date:08/29/2025

  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.

  Ive had my landline since 1999.Brightspeed is the latest business buyout/transfer.On 08/28/2025, a representative offered an upgrade to my existing plan which offered more calling features along with internet service.I had a lengthy conversation with representative and asked more than twice if cheaper upgrade included internet service.She stated YES each time asked.She hurried me through the agreement, saying that all I had to do was click on 2 acceptance buttons.This morning no internet and after finally reaching a manager, he said no internet and cant reverse it to previous service.I got his name, employee number, and official title.He assured me there was a recording of conversation on 08/28/29.This is unacceptable and surely illegal.I need home internet for my intermittent work from home projects.There is no where to get Consumer Assistance which can mandate a proper resolution to such deceit and abuse.There should be a way in our government system to quickly review and resolve such blatant service/product provider abuse by any company doing business within our ****Such egregious, knowing or unknowing, misrepresentation of the truth should be punishable by fines and other sanctions.Such activity from any business is unacceptable!Only today 08/29/2025, did I found a main business contact phone ********* is a bogus phone number in **********This number leads to the ************************* number which is manned by a third party, outsourced contact center somewhere in *****They throw up their arms and claim no options or hang up if its too challenging of a call, even the managers do so.I am a nice guy and usually let things go; however, not when it interferes with earning my living.Brightspeed, like most big name product/service providers, nowadays, is dodging the taxpaying consumer.This is unacceptable behavior and must be resolved accordingly and it will.

  Business Response

  Date: 09/12/2025

  Dear Kisis *****:
  

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

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

  We are still waiting to hear back from Mr. ***** on an email sent on 9/11 to verify all is resolved or further assistance is needed. 

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

• Initial Complaint

  Date:08/29/2025

  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.

  ************ cut internet phone and water lines on August 8th. Called immediately. Was told no service on the weekend, but a tech would be there Monday. No show. Called back. I was told no appt was made, but they would call Tuesday am at 9 to tell me what time they would show up. No call/no show. Called back 2 days later. Was offered appt on Aug 29. Asked for manager and he said they would wave my bill for the month. Two weeks later, the bill showed. Called about the bill and they said they could only wave part of it. I said Im not sending you a cent. Aug 29 gets here, receiving texts that it could be anywhere bt 8am and 5pm so I stayed home all day!!! No one showed up. They then wanted to reschdule for Sept 12. I am done. These peoples customer service sucks!!! Stay away from them.

  Business Response

  Date: 09/04/2025

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

  September 4, 2025
  

  Re: **** *******
  Complaint ID: ********    
  Notice of Complaint Filed: August 27, 2025
  
  Dear Kisis *****:
  We appreciated the opportunity to review the details of service issues and the billing dispute.  
  Dispatch WOT2675646 was closed as incomplete on August 29, 2025.According to the technicians notes, they were unable to access the propertyringing the gate call button three times without success.
  A new dispatch, WOT2776290, is scheduled for completion by September 12, 2025. Additionally, a credit of $62.52 was applied on August 25, 2025 by a previous agent to cover 15 days of service outage, once services are restored on September 12, 2025 we will adjust the credits accordingly.

  We appreciate Mr. ******* for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.

  Sincerely,
  ***
  Brightspeed Escalation Management

• Initial Complaint

  Date:08/29/2025

  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.

  The quality of our high speed internet is extremely poor.

  Business Response

  Date: 09/04/2025

  Good Evening,

  Regarding Complaint ID ********, our customer subscribes to a legacy plan which is 1.5 Mbps down and 512K up. Per our tools we are providing that service. They did have a 2 hour and 15 minute interruption in the last 30 days. It does not appear that they will be able to increase their subscribed speed as they are in an area which is not upgrading service.

  We will be offering in the future, still TBD, a 4G voice and data plan with speeds up to 10 Mbps.

  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced.

  We also appreciate the opportunity to address the details in the complaint.
  

  Sincerely,
  ****** *.
  Brightspeed Customer Advocate
  
  

  Customer Answer

  Date: 09/04/2025

   
  I am rejecting this response because:
  Our internet speed typically runs between 0.5 and 1 Mbps not 1.5. There shouldn't be a need to upgrade to get that since that is what the subscription is for. There are only 2 cell phones in use in the household ( casual internet use, and wifi calling) and we occasionally try to stream football games on tv which is generally a struggle even with both phones disconnected from the wifi. We'd like to get the speed that's on the plan , then see if it would be necessary to upgrade in the future. 

  Business Response

  Date: 09/08/2025

  Good Afternoon,
  
  As stated in my previous response, currently there are no upgrades available. I am sorry if any of my statements led our customer to believe I was advising them to upgrade. With 1.5 Mbps internet, you can browse the web, check email, use social media, and stream music and low-definition (SD) video. However, buffering and slow loading times are likely, and you won't be able to stream high-definition (HD) or 4K video, participate in high-quality video calls, play online multiplayer games, or download large files efficiently. It is a legacy product, and currently the only one available to our customer. Getting the speed they are using wireless devices is common. The only true test would be on a wired device directly ************************ to the modem with no other devices active. Every device in the home shares the 1.5 Mbps, so if one device is browsing ******** as an example and the other device runs a speed test you will see lower than the maximum speed possible. 
  A permanent exhaust has been registered for this device. Customers may experience slow speeds, packet loss and latency. There are no plans to upgrade the device.
  Normally in a situation like this I would offer a ********************************************************************************** So instead I gave a lump sum credit to the account of $180 which would be the same as $15/month for 1 year. They should post to the system no later than 9/19/2025
  
  Kind regards,
  ******
  Customer Advocate
  
  

  Customer Answer

  Date: 09/08/2025

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

• Initial Complaint

  Date:08/29/2025

  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 is our internet provider. for two weeks now we have been without Internet. It was out a week prior to that and now I have scheduled an appointment with technician to come out from 8 to 5. My husband takes a day off and waits all day for them only to get a text message at 4:30 that says now its been It is rescheduled for the Tuesday after the holiday. 9/2/25 8-5.This company is terrible.

  Business Response

  Date: 09/12/2025

  Dear Kisis *****:
  

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

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

  We have made contact and verified the issue has been resolved after an outage cleared. 

  Additional credits have been added to the account and account billing/price information has been provided to the customer. 

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

• Initial Complaint

  Date:08/29/2025

  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 have set up repair apointments 3 times they never show up on trying to call them after the 3rd time they didnt show up my wife called like 3 times over this issue they kept putting her on hold untill it got dissconected. they told her they would call her back they never did. we have had no phoneline to the house for a month now but they want the monthly phone bill paid. they need to show up to the sevice call and remove the bill for the month we have had no phone.

  Business Response

  Date: 09/10/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 10, 2025
  Re: ********* **********
  ID # ********
  Notice of Complaint Filed: August 29, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the laying of a temporary cable and repair delays for ********* **********. I have issued an additional adjustment for the most recent monthly service charges due to the ongoing issues with the temporary cable and contractors. This adjustment will appear on Mrs. ************ next bill. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ********* **********

• Initial Complaint

  Date:08/29/2025

  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.

  Phone cable cut by contractor on 8/11/25. Brightspeed repaired in 2 days, however I do not have a dail tone and have sporacic internet since repair. Scheduled a technican for repair. Was scheduled for 8/27/25, Was canceled without reason and rescheduled to 9/28/27 making it over 6 weeks without a landline. Tried several times by calling Brightspeed repair number to get it sooner but was offered no help.

  Business Response

  Date: 09/03/2025

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

  Customer Answer

  Date: 09/03/2025

   
  I am rejecting this response because:
  

  There  is no date given when my phone service will be restored. 

  
  

  Business Response

  Date: 09/03/2025

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

• Initial Complaint

  Date:08/29/2025

  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 has 7 other accounts ************************ to mine. I can see the other 7 people account. Full name address phone number email. Payments everything. I told bright speed and they said to change my user name and password which did nothing to fix the problem. I'm still going threw bank statements to make sure there isn't anything going on that shouldn't be. Something needs to be done about this. The business isn't doing anything about it. I'm worried about my credit and identity being stolen.

  Business Response

  Date: 08/29/2025

  August 29, 2025
  Re:      Better Business Bureau (BBB)
              ******** ******
  Complaint ID:  ********
  Notice of Complaint Filed: August 29, 2025
  
  Dear ******** ******
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, ******** ****** about fraud/billing, is viewing other Brightspeed customers accounts/personal information.
  This has been escalated to the customer service group and our website developer. Please be advised due to the Labor Day Holiday on September 1, 2025, replies may be delayed. As discussed, a $10 loyalty monthly credit has been applied to your account valid for 12 months.
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. You must be feeling overwhelmed now; I understand that, as I have encountered similar situations. I hope you accept my apology on behalf of the company due to the experience and inconvenience. We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.
  
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: ******** ******
  CC: Better Business Bureau