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:01/25/2025

  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.

  Less than 2 months of service. One defective piece of equipment that was exchanged for another defective piece of equipment. Two other pieces of equipment sent to me. Unsolicited. Service disruptions. Service appointments made and canceled and not honored.

  Business Response

  Date: 02/11/2025

  February 11, 2025
  
  
  Re: *** Grissett 
        Complaint ID: ********
        Notice of Complaint Filed: January 25, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues. After reviewing the account, I saw a tech allocated for January 30 for fiber repair at the location. When the tech came out, he replaced the fiber drop and repaired the network interface device (***), along with the *** wiring. All systems were in full working condition. A $15 loyalty discount was applied to the account for issues by the front-line agent. Please remember, we are here for you if you have any further issues.
  

  We deeply appreciate *** ********** taking the time to contact the BBB to inform us about the matter. We value your feedback and apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:01/23/2025

  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.

  This is the 3rd time that *** had to file a complaint against Brightspeed. Since Brightspeed took over acquiring the account from ***********, tthe lack of accountability has gotten worse. The technicians do not always show up or contact the customer at least 95% of the time.Back in December I was experiencing intermittent internet service. I had an appointment scheduled for Thursday, 12/12/24 and I received an email from Brightspeed that said you have an appointment today on 12/12/24. A few minutes later, I received another email that said you have an appointment on Friday, 12/13/24. I didnt set an appointment for 12/13/2024, so I called Brightspeed.Brightspeed informed me that I had an appointment on 12/18/2024, but I didnt set or agree to that appointment. However this isnt new as Brightspeed will change an appointment without consulting with the customer, which is not ethical business practice. This has happened several times in the past. You set an appointment and then later after being stood up, you find out Brightspeed changed your appointment w/o your consent.After being stood up I was looking at my monthly bill and noticed a $99 charge. Again, the technician did not show up on 12/12/2024 and I was not available on 12/18/2024 as Brightspeed did not check with me to see if someone would be available. I asked for the bogus charge to be removed.Then on 1/23/2025 another $99 charge on my bill, so I called Brightspeed. The manager, ***** that I spoke with said it was an internet isolation charge. There are no changes on my account and I didnt authorize anything. Brightspeed needs to stop with the bogus charges! They also need to get their local dispatch office together. They NEED to stick to the appointments that are set w/ the customer, unless it's due to Inclement weather.

  Business Response

  Date: 01/24/2025

  January 24, 2025
  
  Dear **** *****,
  
  I appreciate the opportunity to review the complaint that you submitted on January 23, 2025, regarding the missed/rescheduling of dispatches and the trouble isolation charge.

  Once reviewed, I issued a credit for $99 trouble isolation charge effective today.  The new account balance is now $52.41. 

  As per our direct emails, please feel free to reach out to me directly with any questions.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - Customer Advocacy Group

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that the resolution is not complete yet. I will continue working with ***** to ensure that it reaches a complete resolution.
  
  Thank you. 
  

• Initial Complaint

  Date:01/23/2025

  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.

  I was told my service was going to be activated January *******, signed a contract with that date. Initially had problems with the modem being delivered. Then the day of activation was told that they are changing it to January 29th,2025 which is a breach of contract. Was told they couldn't do anything and was extremely unprofessional. Refused to help.

  Business Response

  Date: 01/30/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 30, 2025
  
  
  Re: ****** ******
  22849919
  Notice of Complaint Filed: January 23, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** rescheduled installation appointment. Upon further review, the appointment was rescheduled for January 29, 2025 because we were unable to get a pass to get on base to complete the installation, and we were waiting on a memorandum as she lives on a military base. Ms. ****** canceled the pending order on January 27th, and her security deposit was refunded. Our service does not require a contract or service term.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******

• Initial Complaint

  Date:01/23/2025

  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.

  Today, January 23, 2025, Brightspeed sent contractors out to hook up ************ services for our next-door neighbor. We just had three inches of snow, and the yard is full of extremely wet snow. Brightspeed has run new high speed internet lines all through our neighborhood tearing up yards everywhere they go over the last several months. Today, of all days, they have sent a crew with a Ditch witch and tore from one side of my yard to the other, through the mud and snow and have killed all the grass I had growing. My yard is one of the few in the neighborhood where I have spent extremely large sums of money on to keep it exceptionally pretty year-round. It is not dead like most yards in the winter. They could not have picked a wetter or worse time to do this, and it will cost me a small fortune to fix this, which now will not be able to be done for months. They had a complete disregard for my property. I feel like Brightspeed should be held responsible for the costs of repairs to bring my yard back to where I had it. My neighbor has already expressed remorse and offered to pay for this, but this is not her fault, and she should not have to pay the expenses caused by a large company that has a complete disregard for other people's property. They may have a right of way to come through yards, but that does not diminish their responsibility to act like good stewards of things that do not belong to them. Someone with Brightspeed should step up and pay the cost of repairing the immense damage this company has done. And you can be rest assured you will not find a telephone number to be able to talk to a live understandable human that can help resolve this issue. That business plan is on purpose, so no one has to take responsibility for the destruction they cause and more importantly, pay the costs. When I called a telephone number they gave me, it was a number to *********** home alerts to buy new services. What a joke.

  Business Response

  Date: 02/05/2025

  February 5, 2025
  
  
  Re: *** Long 
        Complaint ID: ********
        Notice of Complaint Filed: January 23, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of claims issues. I have reviewed your case and determined that you must contact our claims department, ********. You can reach them at ************ to file a claim for damages. The entire process is handled via phone and email. You will have a case manager assigned to you and will be in direct contact with that person throughout the process. Rest assured, if you need further assistance with the claims process, we are here to help. Please don't hesitate to reach out.
  

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

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 02/05/2025

   
  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:01/23/2025

  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 called H333236343234**343236H to see if they could service my area. They created a shell account in order to see if it does, and it would only be about 10 mbps. I said no thank you for the service, and a month later I got a bill for (). I called them and told them about it, they said I would not get a bill anymore, but here is another bill. I do not have the service at all. I would be the absolute furthest out of their service area, I&#**;m in the middle of nowhere. None of this makes sense.

  Business Response

  Date: 02/06/2025

  February 6, 2025
  
  Dear ****** *****,
  I appreciate the opportunity to review the complaint that you submitted on January 23, 2025, regarding the account and billing issue.

  After reviewing the account, I found that the account has already been disconnected.  I issued a credit for the $264.83 effective today.  The account balance is now at a $0 balance.

  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:01/22/2025

  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.

  Internet down since Sunday. Jan 19 and remains down as of Jan 22 P.M. no explanation and estimates each day are false.

  Business Response

  Date: 02/04/2025

  February 4, 2025
  
  
  Re: *** Morgan 
        Complaint ID: ********
        Notice of Complaint Filed: January 22, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues. After reviewing your case, a repair ticket was created. It was found to be an outage at the location. The outage was resolved on January 23. We understand the inconvenience this may have caused and want to reassure you that we are committed to providing the best possible service, always working diligently to resolve issues quickly.
  

  We appreciate *** ******** taking the time to contact the BBB to inform us about the matter. We are grateful for your feedback and apologize for any issues caused by the experience and inconvenience.
  

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 02/04/2025

   
  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:01/21/2025

  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.

  I need to get a second line installed at my house. We are moving my home office to a detached garage on the property, and Nodes or a Wifi Signal repeater will not suffice for extending the internet. The company had scheduled a field tech to come to my house, but they no called no showed, and then continued to hang up on me over and over. I would like a call from the leadership team in the *************. I am trying to pay this company more money, and they are failing to provide additional services to get that completed.

  Business Response

  Date: 02/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  February 3, 2025
  
  
  Re: ***** *********
  22839437
  Notice of Complaint Filed: January 21, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. *********** second internet line inquiry. Upon further research, our Repair Escalation Team worked with our ********************** to add an additional listing of his address in our system so he would be able to get a separate internet connection for his home office in the detached garage on his property. We followed up with him and advised him what to look for when he is placing the order online.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *********

• Initial Complaint

  Date:01/21/2025

  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.

  We have had service outages multiple times a month on our landline due to damaged pedestals, exposed wires, and unburied line, as well as neighborhood utility work and logging, for almost a year. In 2024 we required repair to restore services on April 4, April 17, May 8, May 10, May 16, July 23, August 1, August 19, August 28, September 16, October 15, October 25, November 7, November 20, December 17 (rescheduled to 26, then rescheduled to December 31), and January 4, 2025. The service went out again on January 13. We have repeatedly reported damaged equipment to customer service, but it was never fixed until able to report it directly to a technician who told me no one had been dispatched to fix it even though they had the reports. They have repeatedly made repair tickets and told us that if an adult is not available we will be charged a fee, and then cancelled or rescheduled those appointments on the day of the appointment, (December 17, 2024, December 26, 2024, and January 17, 2025) after we already made arrangements to be home. We currently have no dial tone or ability to use the phone in an emergency since January 13. They were supposed to fix it on the 17th, but again rescheduled instead of showing up, and the next date for our ticket is not until the 24th.Brightspeed ignores damaged equipment or does "patch" repairs instead of the repairs that will last. Attached see pictures of damaged pedestals with exposed wires covered in accumulated leaves and pine needles.Brightspeed repeatedly reschedules repairs at the last minute, after requiring the customer to be available on the premises or be charged a fee.

  Business Response

  Date: 01/31/2025

  1/31/2025
  
  
  Re: 
  *********** *******
  Complaint ID: ********
  Notice of Complaint Filed: 1/21/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the phone service.
  Our technicians were able to make repairs to resolve the issue. I confirmed with the customer that the issue is resolved. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 02/01/2025

   
  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:01/21/2025

  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 been without internet service from January 11th-15th.Without internet service again from January 18th-currently (January 21st)Customer service has been AI, estimated times of restoration are non existent. Im not sure if anyone is even working on resolving this issue, despite constant chats with the company. Our entire neighborhood has been without service for nearly half the month with no restoration date.Internet is just as essential as utilities and water in todays society and work.

  Business Response

  Date: 01/30/2025

  January 30, 2025
  
  Dear ****** *********,
  
  I appreciate the opportunity to review the complaint that you submitted on January 21, 2025, regarding the service issues.
  
  Once reviewed, I reached out to our technical support team for review and customer contact.  It was found that rodents had chewed through a cable which affected the service.  We were able to repair the cables to restore the services. 
  
  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:01/18/2025

  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.

  Home telephone service has now been out going in 3 weeks. Brightspeed was to send out a service technician on 1/15/25 between 8am and 5pm a 9 hour window of time. Technician never showed up - no text, no call, no email, nothing. Talked to Brightspeed customer service multiple times, no help. Appointment was pushed to 1/16. Same thing occurred - Technician never showed up - no text, no call, no email, nothing. I need assistance getting the home phone service restored for my 91 year old father. Worst customer service ever!

  Business Response

  Date: 01/30/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 30, 2025
  
  
  Re: ******* *******
  22830565
  Notice of Complaint Filed: January 18, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********* phone service outage. Upon further research, the outage was caused by a bad cable pair, which had to be replaced by a special cable tech. This was considered an open outage because it impacted multiple customers. The tech completed the cable repairs on 1/27, which restored the service. A one month service outage credit has been issued on the account.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* *******