Internet Providers
BrightspeedThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Internet Providers.
Complaints
Customer Complaints Summary
- 2,795 total complaints in the last 3 years.
- 1,305 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/23/2025
Type:Service or Repair IssuesStatus: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 IssuesStatus: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 GroupInitial Complaint
Date:01/22/2025
Type:Service or Repair IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 AdvocacyCustomer 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 IssuesStatus: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 GroupInitial Complaint
Date:01/18/2025
Type:Service or Repair IssuesStatus: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: ******* *******Initial Complaint
Date:01/18/2025
Type:Service or Repair IssuesStatus: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.
My home has been without Internet since the middle of October, 2024. Of course I checked for all possible resolutions before contacting the company. Jumped through MANY hoops (long story) and finally got an appointment for a technician to make repairs. Apparently the only thing available was two and a half months later on 12/27/24. Two & a half months. Realizing I had no choice I accepted the upcoming appointment and waited patiently. I was asked to download the app so I could check "where's my technician?" to make sure I would be home and when I did, the day before, I was told that no such "ticket" existed. Two and a half MONTHS later I didn't exist & no appointment had been made. I swear to you I talked to 30 people at least, to make sure I had it correct & customer service behaved as if I was a deranged lunatic. "Have you checked this? Are you sure? We have no record? There doesn't seem to be anything wrong, you never made a request for repairs sir" **** been hung up on, disconnected from CHAT(8 times) and been disrespected over & over again. Also, during my initial complaint I was told my bill would be suspended, wow thanks, and I am still being billed. Over $500 now. Received emails stating "glad we were able to help resolve your issue!" Replied no, I have not been helped, then got the same email saying "you're welcome!" See I live in a tiny town with this being the only option for Internet and it seems as if not only does Brightspeed capitalize on this but takes advantage of not having to explain to anyone while knowing that we here don't have a choice but to rely on them and whatever they choose. The last time I was in contact with anyone from Brightspeed I was told I never contacted them, I have no ticket for repairs, and the next available technician can be here the end of March 2025. Another 3 months. Six months+ total, while still being billed for service. Please, please help people like me that have no voice or value to this company I beg you.Business Response
Date: 01/30/2025
January 30, 2025
Dear ****** *****,
I appreciate the opportunity to review the complaint that you submitted on January 18, 2025, regarding a service issue.
I sent you an email on January 22, 2025, to share my findings with you but have yet to receive any response.My email shared the following:
n your complaint, you mentioned that you've been without service since mid-October, the first account notes found regarding any service issues were from December 4th. At that point, we had only received one payment from the last five billing statements and the December account balance has risen to $397.08
Due to the lack of payments, the account was suspended on January 6th and the account will be *************************** completely in the first week of February. Our repair team cannot troubleshoot a service that is under payment suspension. The account would need to be brought current at your earliest convenience to be able to restore the account before any service issues can be reviewed.
Once the account is brought current, and the service issues have been resolved, we can review any possible service credits.
I sent another email today following up on my original email.
We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
Sincerely,
***** (****) U.
Brightspeed - Customer Advocacy GroupInitial Complaint
Date:01/17/2025
Type:Service or Repair IssuesStatus: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 worked for this a company Brightspeed acquired for over 40 years. When I worked there a trouble ticket was to be resolved in 24 hours if possible. I have been retired for 13 years. Reported my phone being out today and I'm scheduled for repair in 13 days. Outrageous!Business Response
Date: 01/31/2025
BB of ***************** and Western N.C.
************************************************************************************
1/31/2025
Re: **** ******
Complaint ID: ********
Notice of Complaint Filed: 1/17/2025
Dear Kisis *****:
Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. We were able to make repairs that restored the service. I confirmed with the customer that the issue was resolved.
Brightspeed apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyInitial Complaint
Date:01/17/2025
Type:Sales and Advertising IssuesStatus: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.
The week of December 2nd I reached out to Brightspeed to cancel my internet service and was told there was an error and they could not cancel my service at that time and to check back in 5-7 days. On December 9th I reached out again to cancel my service and was told my service was cancelled and received a mailing label to return my modem and other equipment. On December 11th I was charged $65.83 by Brightspeed for another month of service, I reached out on December 16th asking why when I had cancelled my service and had already mailed the equipment back on December 13th. I was told my account had been cancelled and I received a refund on December ******* the end of December I received an emailed statement stating I would be charged $50 for my service in January. I reached out on January 3rd inquiring why I had received the statement as I had cancelled my service at the beginning of December. I was told there was an error and the cancellation did not go through but another request to cancel was placed and my service would be cancelled in 5-7 business days. On January 11th I was charged $50 for another month of service.Business Response
Date: 01/30/2025
January 30, 2025
Re: ******* Deschane
Complaint ID: ********
Notice of Complaint Filed: January 17, 2025
Dear Kisis *****:We appreciated the opportunity to review the details of cancellation issues. After researching your case, I refunded your January payment. I also had to create a ticket, INC6993115, to have the account fully canceled out of the billing system due to some technical issues when trying to disconnect manually. This must have been the previous agent's issue as well. I assure you it will be taken care of promptly, providing you with the reassurance of a swift resolution. I again apologize for the inconvenience.
We appreciate ******* ********** taking the time to contact the BBB to inform us about the matter. We apologize for any issues caused by the experience and any inconvenience.
Sincerely,
***** *.
Brightspeed Customer Advocate
CC: ******* ********
Brightspeed is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.