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:01/15/2025

  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 are a bank located in a remote rural area. Our phone service with Brightspeed has been unsatisfactory for some time now and is getting worse. For the last 10 days we have not been able to dial out for service. This not only is an issue that interrupts us from serving our customers, but our alarm system is dependent on the phone service for proper working status. It has become not only a challenge to conduct daily business but a safety issue since the alarm cannot dial out to law enforcement if activated. Unfortunately, this is not the first time this issue has arisen. In recent months we have had service interruptions for several days with no resolution.We also have had issues with long distance service on one of our lines with no solutions for more than a year. The bill is paid monthly with no adjustments for interruption of service.

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  Dear ******************/******,
  
  I appreciate the opportunity to review the complaint that you submitted on January 15, 2025, regarding the service issues.
  I reached out to our technical support team for review and customer contact.  I received an update where a back-office team was brought in, due to issues with your long-distance calls.  A programming issue was found and resolved as confirmed by you with us on January 21st.  A credit has been issued to cover your downtime from January 5th to the 21st.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:01/14/2025

  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 changed our landline phone and internet service from Brightspeed (formerly **********) to Bug Tussel and wanted to keep our phone number. This started a chain of events that made this process extremely frustrating and we have been paying both companies for service for over a month. We believe much of it was intentional from Brightspeed.On October 9th and again on October 16th Bug Tussel requested the releases of our phone number from Brightspeed, but the number was not released until November 7th. In October I called Brightspeed to see what the hold-up was and I was told that since we were cancelling their service we should do the heavy lifting, whatever that meant. In the middle of October our Brightspeed internet service, our caller ID, and our ability to make long distance calls stopped working.Bug ****** took over our phone on November 15th. I called Brightspeed at approximately 4:50 (got to talk to a Brightspeed representative about 5:12) I let them know they are no longer our provider and we agreed to pay $81.33 as our last bill. We have auto payments so Brightspeed takes the money from our checking account. I told their representative several times that the agreed amount was $81.33 and this was to be their last draw from our account. He agreed and would take care of it. When I looked at our last bank statement they took $114.01. Then we received another bill, this time for $144.30. More heavy lifting?I called Brightspeed on December 5th about 10:45 and talked to their representative ***** around 10:52 and explained our issue and asked to speak with a supervisor. After being put on hold for a while ***** connected me with a supervisor named Dein. She listened to me and said she cut their auto pay access to our bank account and to ignore the bill and any that may come. I asked about the difference between our last bill of $81.33 and their draw of $114.01. She said she wasnt sure how to do it at the time but she would take care of that too.

  Business Response

  Date: 01/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  1/15/2024
  
  
  Re: *** ********
  Complaint ID: ********
  Notice of Complaint Filed: 1/15/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. We were able to resolve the issue and refunded the customer's payment. I spoke with the customer and advised.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:01/14/2025

  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 Internet has been down for 5 days in our neighborhood. All Birghtspeed Fiber customers in the neighborhood are affected ****** houses). The company claims to have us sign up for outage notices via text but they never provide updates. They also tell everyone in the neighborhood a different reason or a different return to service date. Lastly, the final straw was them telling me that my internet was not working because I was a "tentative" account - meaning I have not paid my bill. This is the second time they have done this and it always comes back to them saying "we are sorry, you are always in good standing with us" they basically just pass us around to different departments. Bottom line: just report outages on a webpage or something or send a text. We understand things happen out of their control, but the more they hide issues, the more we lose trust.

  Business Response

  Date: 01/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 22, 2025
  
  
  Re: ******* *******
  22809498
  Notice of Complaint Filed: January 14, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********* internet outage concerns. Upon review, the outage was caused by a cable cut. I spoke to Mr. ******* on 1/22 and he confirmed his service was down for 10 days due to the outage. We issued a one month service outage credit, which has been reflected on the account.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* *******

  Customer Answer

  Date: 01/22/2025

   
  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. My response is not positive due to their willingness to refund me money, rather that they understood that I was not upset about the outage, but how our neighborhood was treated as a whole. Im glad they called and look forward to any further questions, should they have any. 
  
  Thank you. 
  

• Initial Complaint

  Date:01/14/2025

  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.

  I haven't had a phone for over 9 weeks... EVERY week is new Bull S&*%T as to why brightspeed cannot fix the problem... I haven't seen worse company service and resolution from tech support since Delta, *******, and ***************... I'm "working" with a SALES *** that takes six days to get back in touch! As soon as my introductory period is over, I'm RUNNING to your competition, and I'll bad mouth your company to ANYONE that will listen

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  
  Re: **** Passmore 
        Complaint ID: ********
        Notice of Complaint Filed: January 14, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  I created a repair ticket, and it appears that that was readily resolved with ease. I was also able to add the three-month free promotion that the customer asked about to the account. It should be reflected on the next billing statement. We want to apologize for the confusion on that promotion being added to the account.
  

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

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 01/22/2025

   
  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 if the 90 (ninety) days free trial has been added to the account on the next billing cycle.
  
  Thank you. 
  

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We canceled our account July of 2024 because we went with another company. They acknowledged the cancelation but continued to send us bills. We have been in contact with them numerous times via telephone and they have canceled the charges. However, they continued to send a bill every month. We are tired of them sending bills, causing us to contact them again and spend approximately 45 minutes with them to again cancel the charges. We should not have to do this, they can easily see we have not used their services. I request your assistance since we are senior citizens and this is causing undo stress on us. We have paid our bills and do not want our credit ratings effected. Please assist us in this manner.

  Business Response

  Date: 01/24/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 24, 2025
  
  
  Re: ******* ******
  22806857
  Notice of Complaint Filed: January 13, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******** billing concerns. An internal error was causing the incomplete disconnect order.  We placed an internal ticket to get the account closed. We also issued a credit on the account and the account balance is zero.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******* ******

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service with them in May and was given confirmation of the cancelation. But I was continued to be charged until January. When I called they refused to refund for these 8 months of them not providing a service.

  Business Response

  Date: 01/20/2025

  January 20, 2025
  
  Dear ***** *****,
  I appreciate the opportunity to review the complaint that you submitted on January 13, 2025, regarding the service order disconnect inquiry and billing issues.
  I had a chance to review the account and sent you an email on January 14th, with the following information, but I have yet to receive a response.  I hope the following information helps.
  
  Good afternoon, 
   I am reaching out to you from the **************** at Brightspeed regarding your recent contact with us about the account ************************* request.
   First, I would like to apologize for the inconvenience.  I have some concerns that maybe you can clear them up for me.
   You mentioned that you cancelled your account with us in May and we continued to bill you through January.  The account records show that the account was *************************** on November 6, 2023, and the last billing statement sent was from November 3, 2023.
  After that November 3, 2023, billing statement, we sent a billing statement on January 3, 2024, for an unreturned modem charge of $161.97, which was paid on April 1, 2024.  Further records to support the November 2023 disconnect order show that we sent a return label for the modem on November 7, 2023.  Not sure if you paid for the $161.97 (modem fee) due to us not having any records of a returned modem.
  You mentioned of a cancellation confirmation; do you have one from May? or are you referring to the phone screen shots of the chats? Those confirmations per account records are from May 28, 2024, but I believe the agents confirmation of the account being cancelled is from the November 2023 time frame order records.
  If you have any email records about the disconnect order request or confirmation from the May time frame as you mentioned, please feel free to send it to me for review.
  Thank you in advance, let me know if you have any questions.
  
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:01/13/2025

  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.

  After carrying a credit on my account for some time, I cancelled my service with Bright Speed. MY final bill showed a credit of $266.98. This was July of 2024. After calling monthly I was told it takes 60 days for refund, then check is in the mail to now sorry, we need proof of payment for Jan 2024 till you canceled July of 2024. My statements clearly shows each of my payment and credit. Now I was given a web site with a complicated system I need to download my checks to along with other information I no longer have. I requested copies of my statements so I have their account and dates payment was received, and other information which is right on my account. Called today to talk directly to a complaint ***** I was told customer service handles everything. I requested to talk to a supervisor and on my return call in 48 hrs. No such person exists. Today I was told I do t need the statements, check is in the mail. The company had done everything possible to avoid returning my credit. I am sure in 7 days I will not see the refund check. I request assistance in obtaining my refund.

  Business Response

  Date: 01/15/2025

  January 15, 2025
  
  
  Re:  ******** Liukonen 
         Complaint ID: ********
         Notice of Complaint Filed: January 13, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  After further research on your complaint, I see that your refund was released on January *******. It will take 7-10 days and possibly up to 30 days via postal mail for you to receive your refund due to your local carrier. The amount of the refund is $266.98 and was released on Task ID *********. If you have further questions about your refund after that time, please let us know. We again apologize for the delay and the inconvenience.
  

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

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 01/15/2025

   
  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:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Date : 12/07/2024 Order was easy to do, and scheduled Install Date : 12/21/2024 Install has happened properly First issue Date : 12/25/2024 Lost internet Connect, some one came 3 days later fixed it without knocking door or explaining what happened by send automated text messages ******************* 01/03/2025 Lost Internet again , and i was told technician is only available on 01/13/2025 which is totally unacceptable , i was told will call again to prepone which never happened also hung up on me three times when i called Date of No Show: 01/13/2025 i have waited from 8AM to 12PM as per their window with zero communication and i get an automated message at 12:02 saying technician is on the way, and 12:07 he said technician is working on it , and he said its completed at 12:37 however no one was at site and no one worked on it, they are just cheating customers saying they are there , they have zero checks and balances if they are really at site have to take signoff New Date : 01/15/2025 with the new date i lost internet for 10 days , now i get anther email saying its 1/16/2025 dont know what to say This is a serious issue as everything is tied up with internet and i have to postpone all my installations which are tied up to internet for 3rd time

  Business Response

  Date: 01/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  1/17/2025
  
  
  Re: ******* ******
  Complaint ID: ********
  Notice of Complaint Filed: 1/13/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet. Our technician was able to make the necessary repairs. The service has been restored. I was able to confirm with the customer the internet is working.
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  

• Initial Complaint

  Date:01/13/2025

  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.

  There was an installation for ****** fiber in the neighborhood and while installing that, DSL lines were damaged resulting in some of the area losing internet access. Since contacting brightspeed they've only been out twice each time without the proper equipment and as of 1/3/2024 it will have been a full month with no resolution while they've been billing us for it.

  Business Response

  Date: 01/16/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  1/16/2025
  
  
  Re: ***** *********
  Complaint ID: ********
  Notice of Complaint Filed: 1/13/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet connection. We were able to make repairs and restored the service. I confirmed with the customer that the service was working. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 01/16/2025

   
  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:01/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my frustration and disappointment regarding a recurring billing issue that has persisted for the past five months, despite repeated attempts to resolve it through your customer service team.I am currently subscribed to your 1Gb internet service at the agreed-upon rate of $75 per month. However, I have been consistently charged $150 per month instead. Every month, I have contacted your customer service team to address the double charge. While I have been credited for the overcharge each time, the issue remains unresolved, requiring me to dedicate time and effort to call your team repeatedly.I have been assured multiple times that a ticket was opened to correct this issue, yet no permanent resolution has been implemented. This ongoing problem is not only inconvenient but also reflects poorly on Brightspeeds billing practices and commitment to customer *************** a loyal customer, I find it unacceptable that I am forced to monitor and address this error every month. I expect Brightspeed to take the following steps immediately:Ensure that my account is permanently corrected to reflect the accurate monthly charge of $75.Provide confirmation in writing that this issue has been resolved.Offer compensation for the inconvenience and repeated time I have spent addressing this issue over the past five months.Please consider this letter a formal complaint. I expect a response within 10 business days detailing the actions Brightspeed has taken to resolve this matter. Failure to address this issue will leave me no choice but to escalate my complaint to regulatory authorities or explore alternative internet service providers.Thank you for your immediate attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 01/22/2025

  January 22, 2025
  
  
  Re: **** ***** 
        Complaint ID: ********
        Notice of Complaint Filed: January 11, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues. Mr. ***** states that he has been double billed for five months and needs to have the billing error corrected. Ticket ********* was created on 1/11 to correct the billing issue.  The issue has now been cleared and the double billing has been corrected. We would like to apologize for any inconvenience that has been caused during this time. Future billing will reflect correctly.
  

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

  Sincerely,
  

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