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BrightspeedThis business is NOT BBB Accredited.
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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:01/14/2025
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.
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 listenBusiness 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 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 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 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 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 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.
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 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.
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 timeBusiness 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 AdvocacyInitial Complaint
Date:01/13/2025
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.
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 AdvocacyCustomer 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 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 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: **** *****Initial Complaint
Date:01/11/2025
Type:Product 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.
Charging for service that was cancelled months ago. Try to call and they won't let you talk to a representative. If you actually get a representative line, it hangs up the phone. I haven't received bills for 3 months. Now I get one for $160Business Response
Date: 01/17/2025
BBB of ***************** and Western N.C.
**********************
******************
January 17, 2025
Re: ******* Wires
22797811
Notice of Complaint Filed: January 11, 2025
Dear Kisis *****:
Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ****** billing concerns. Upon review, the bill was for a one time unreturned equipment charge. He spoke to an agent on 1/11 who credited the charge and the balance is now zero.
Brightspeed apologizes for any issues due to the experience and inconvenience.
Sincerely,
******* *.
Brightspeed Customer Advocacy
CC: ******* WiresInitial Complaint
Date:01/10/2025
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 am writing on behalf of my grandfather, who is the customer in this complaint. He receives phone and internet access through Brightspeed, and, on Dec. 30 of 2024, called to cancel his landline. The customer service agent at that time said she had canceled it and said that a new WiFi system (modem, router), had to be installed since the internet and landline were bundled. We paid for a new system and for a technician to install it, as my grandfather is elderly and would not be able to do it on his own. I called Brightspeed to check to see when they would install the new system, and they could not give me a date. They told me to call them back to request a technician to install it even though we had already paid for this. Today, my grandfather informed me that someone went to his house yesterday and turned the landline back on. I have spent two (and counting) hours with customer service at ****************** today to try and resolve this exceedingly simple issue. They have hung up on me, kept me on hold for tens of minutes at a time and re-routed me numerous times. Throughout all of this, they have been unable to explain what is happening with the account and how to resolve this (again, very simple) issue. This feels borderline criminal and definitely negligent. I want to speak to a native English speaker who knows what is happening and can give me the simple answers to the simple questions I have concerning this issue.Business Response
Date: 01/13/2025
BBB of ***************** and Western N.C.
**********************
******************
1/13/2025
Re:
**** ******
Complaint ID: ********
Notice of Complaint Filed: 1/10/2025
Dear Kisis *****:
Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem cancelling the phone service. We were able to make the necessary corrections and disconnect the service. I advised the customer.
****************** apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyCustomer Answer
Date: 01/13/2025
I am rejecting this response because: the WiFi was disconnected for two days. I am looking for a discount in this month's billing cycle to compensate.Business Response
Date: 01/13/2025
BBB of ***************** and Western N.C.
**********************
******************
1/13/2025
Re:
**** ******
Complaint ID: ********
Notice of Complaint Filed: 1/10/2025
Dear Kisis *****:
Brightspeed appreciates the opportunity to review the BBB complaint regarding the rejection. I issued a credit for the down time of $6.40.
Brightspeed apologizes for any issues due to the experience and inconvenience.
Sincerely,
**** *.
Brightspeed Customer AdvocacyInitial Complaint
Date:01/10/2025
Type:Order 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.
Complaint Title: BrightSpeeds Failure to Honor $300 Prepaid MasterCard Promotion Complaint Description:When I signed up for an internet service contract with BrightSpeed, one of the terms was a promotional offer for a $300 prepaid MasterCard. I was informed this card would be issued after making three consecutive on-time payments. Since signing up, I have fulfilled this requirement with payments made in November, December, and January.I have been diligent in following up on the status of this prepaid card. Last week, I spoke with representatives from both BrightSpeed and the prepaid ************************** A ticket was created, and I was told to expect a response within 23 business days. However, I have received no communication or resolution since that **********, I reached out again to a BrightSpeed representative, only to be referred back to the prepaid ************************** This cycle of being passed between the two entities has left me chasing my tail and without any clarity or resolution.This situation is especially frustrating because I am currently facing financial hardship, and this promotion was a significant factor in my decision to sign up for BrightSpeeds services. It was part of the contractual agreement, and I expect it to be honored.If this matter is not resolved promptly, I will have no choice but to escalate my complaint to the ********************************* (***). I believe BrightSpeed should be held accountable for failing to deliver on a key contractual term and for the undue inconvenience caused by its lack of communication and action.Customer Information:Name: ****** D. ****** Account Number: ********* Contact Information: *************, ***************************** Thank you for your attention to this matter.Business Response
Date: 01/24/2025
January 24, 2025
Dear ****** ******,
I appreciate the opportunity to review the complaint that you submitted on January 10, 2025, regarding the $300 gift card that was not received.Once researched, I confirmed that you qualified for the $300 gift card. Our records show that a $200 gift card was used, if thats not the case you would need to contact ************* at ************** at your earliest convenience to file a fraud claim.
Our back-office team also issued a $100 gift card for the remaining balance (per our records) that we show, and you should receive it withing 72 hrs.
We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
Sincerely,
***** (****) U.
Brightspeed - Customer Advocacy Group
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