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:01/08/2025

  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.

  I had my son file a complaint on my behalf. He lives with me and takes care of my internet and phone. Instead of resolving the issue, the representative closed the complaint. Over the past 2 months, we have not had working phone or internet for a total month due to several outages. The modem died Sunday night and this will be close to 6 weeks without internet this coming ********* son got them to send another one, at $200 charged. Last time we ordered a modem, they sent the wrong one twice, only sending the right one after a week and a half. The least y'all can do is refund the cost of the modem.

  Business Response

  Date: 01/20/2025

  January 20, 2025
  
  Dear **** ****,
  
  I appreciate the opportunity to review the complaint that you submitted on January 8, 2025, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact as needed.  A repair dispatch ticket was issued for January 15th. The dispatch ticket was repaired by our technician and a working service was confirmed.  Multiple credits for service downtime have been issued from November, December and January.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

  Customer Answer

  Date: 01/20/2025

   
  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:01/07/2025

  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 called today to cancel my service and after 7 mins and 41 seconds of being on the phone with ***** and directing her to cancel my service more than 5 times I finally hung up out of complete frustration. I answered all the security questions and she still was giving me the run around. Why does this company make it so hard to disconnect my service? There should be an option to cancel it online and not be required to call and go through their computer before getting to a person just to go over the same information again. Even their chat option online "****" doesn't give you a place to respond to their computer generated question. I tried on Chrome and Edge with no luck.

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  
  Re: ***** Bunch 
        Complaint ID: ********
        Notice of Complaint Filed: January 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of cancellation issues.  I have created a disconnect order per your request to relinquish services. The services will be disconnected on February 7, 2025. If there is anything else that we can assist with, please let us know.
  

  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: 01/25/2025

   
  I am rejecting this response because:
  The company has reached out to me but I have not responded to them because I have made my wishes known when I called them and when I filed this complaint. I have requested that my account be canceled and that is all I want or expect from them. There is no need for any other correspondence from me to them. They need to cancel my account like I requested when I originally called them, that's it. Nothing more, nothing less. CANCEL MY BRIGHTSPEED ACCOUNT.  They do not need to contact me ever again. I am not paying any other bills past the date that I called and requested they cancel my account and they continued to give me the run around. 

   

  Thank you, 

  *****

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  
  Re: ***** Bunch 
        Complaint ID ********
        Notice of Complaint Filed: January 7, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. As previously stated, the disconnect order has been placed. The service will run through February 7 per that is the end of the billing cycle. There are no prorations since this is a post paid service. If you have any further questions, please let us know.
  

  Again, we appreciate ***** Bunch  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:01/07/2025

  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.

  Was without phone on January 7, 2025 called Brighspeed using a friends cell phone to inform them i was without service and to remind them I have a letter on file stating cannot be without service over ************************************** to have a tech out was January 25, 2025. I again stated I have a medical issue and that I am not supposed to be without service for over 24 hours. I asked for a maanager. Was transferred to someone who stated they are a manager and said a tech would come out on January 17, 2025.. At this time this person stated there is one 1 Tech team. I again stated that there is a letter on file stating I am not supposed to be without service over 24 hours again I asked for a manager. For a third time I was switched over to another person **** stating they are a Manager. I was told that they will try to get me squeezed in. Was also told I would get credit for time without service.

  Business Response

  Date: 01/15/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 15, 2025
  
  
  Re: ***** ******
  22780504
  Notice of Complaint Filed: January 7, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** outage concerns. Upon further research, we were able to escalate the repair ticket for 1/16/25, which is the first available appointment in her area. A previous agent issued a one month service outage credit, which will be reflected on the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** ******

• Initial Complaint

  Date:01/07/2025

  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 reported my internet service was out on New Years Day. Not only has it been a week now but Brightspeed is telling me they cant come out until February 13th. So a month and half later. The customer service is horrible. It is absolutely ridiculous that they cant help customers in a timely manner and they dont care. I would absolutely switch if I had another option available where I live.

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  Dear ********* ****,
  
  I appreciate the opportunity to review the complaint that you submitted on January 7, 2025, regarding the service issues.
  
  I found a pending repair dispatch dated for February 13th and was able to have it escalated to January 9th.  I found that our technician was able to repair a damaged cable and restore the service. 
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without LAN line and internet for over 15 days. Brightspeed texts that someone will come out and they do not. I have called the hotline and they act as if they can not hear me. I do not feel I should pay for a service I do not receive nor do they support me when I call in for assistance.

  Business Response

  Date: 01/17/2025

  January 17, 2025
  
  
  Re: **** Parkey 
        Complaint ID: ********
        Notice of Complaint Filed: January 6, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues. A repair ticket was created on your behalf on January 7, and it was found that there was an open outage ticket for your area that started on December 9. The current correction date on the ticket is set for January 21. If there is anything further we can do for you, please reach out anytime.
  

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

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:01/06/2025

  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.

  Our phone service has not worked for almost a month. A service man was to come last week but did not show. We were told we must be home or would be charged $90.00. We waited all day. Also, the **************** requires us to rename the modem everyday with long process before it will work. Between AI and non-English speaking calls we have spent hours trying to resolve issues. Then when service man came about 3 months ago about Internet he said he had no solution and would talk to someone else about it. There has been no followup. Each month we continue to pay our bill $109.84 per month. ************ in our location is not a good option so we are in great need of landline for safety.

  Business Response

  Date: 01/16/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 16, 2025
  
  
  Re: ****** ******
  22772974
  Notice of Complaint Filed: January 6, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******** phone service outage. Upon review, we completed the phone repairs on 1/7, which restored his service. Mr. ****** is still having trouble with his internet connection, so we created a repair ticket which is scheduled for 1/22. I issued a service outage credit of $92.10, which will be reflected on the next billing statement. I advised him that I would follow the repair ticket to ensure it is completed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******

  Customer Answer

  Date: 01/17/2025

   
  I am rejecting this response because:  Our Internet is still not fixed.  I understand that a repair man is scheduled to come but because they have failed to come ( two full days of waiting when no one arrived) thus far, I am unwilling to say all is well.  Our Internet issue has been going on for months.  A repair man did come in the beginning and said he could not fix it.  He would check with someone else and then get back to us.  We never heard back from them at all.  In both issues: the phone and the Internet - we have spent hours on the phone and email dealing with AI and non-English speaking techs as I have explained before. Yes, our Internet will work as I have explained.  But only if we go this process at least once if not several times a day:
  Admin Username   admin
  GUI address  *********** in address bar
  proceed
  Admin password **************
  Proceed to unsafe site
  advanced setup
  WAN Settings
  PPpoE
  Username********
  Password ***********

  The problem is our modem has the wrong name.  So, for these reasons I am unwilling to close this with BBB.  I firmly believe that if I had not contacted the BBB, Brightspeed would never have fixed anything.  And by the way, Brightspeed did not contact us to let us know our phone was working....we just happened to pick it up and try to find it suddenly was working.  We still don't have any idea why it stopped.

  
  

  Business Response

  Date: 01/21/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  January 21, 2025
  
  
  Re: ****** ******
  22772974
  Notice of Complaint Filed: January 6, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding ******************** outage. His repair ticket is pending and scheduled for 1/22. The phone repairs on 1/7 were completed in our central office, which restored his service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** ******

  Customer Answer

  Date: 01/22/2025

   
  I am rejecting this response because:  The tech came today and replaced modem and made system changes.  It works now - but the issue has been that someone has access to our modem and each day I must reauthenticate for it to work.  So, I am hoping it will work tomorrow.

  This has been going on for around 6 months now.  I am hopeful that it is fixed.  However, I am unwilling to agree it is fixed until it has worked for at least a week.

  I also think we should be reimbursed for the time it has not worked properly.  This includes our hours on the phone with non-English speaking techs who were reading from a script and never solved anything.  Dropped calls to the same who started over with same questions and ended with same results - never solving anything.

  I am also rejecting closing this because Brightspeed never contacted us to let us know our phone was fixed and I do not believe they would have fixed it without my contacting the BBB.  Therefore, I am reluctant to agree that our problem is solved until it is proven so.

  
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have phone service with this company but the service has been out and I can&#**;t dial long distance and now all you can hear is a buzzing noise when trying to make any calls. **************** says they had to reprogram the phone and they had to do this 4 times and now that it&#**;s completely out they were sending a technician out but no one has come out to inspect this.

  Business Response

  Date: 01/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  1/21/2025
  
  
  Re: ***** ****
  Complaint ID: ********
  Notice of Complaint Filed: 1/6/2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the issue with the phone issue. We were able to make repairs and resolve the issue. We confirmed with the customer that the issue was resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:01/05/2025

  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.

  Had both phone (land line) and internet (dsl) with Brightspeed. Cancalled internet 11/16/2024, but company continues to charge me for it, despite many hours on the phone with the company.After a month of going around with them, decided to also cancel phone and have line ported to a cell phone. This was started on 12/13/2024. Also spending many hours on the phone and this is yet to be done. Every time I finish my conversation with them, I am promised it will be done in '5 to 7 business days',l. To date (1/4/2025), number has still not been ported. I am getting ready to spend another day with their customer care to try and get this *************** the meantime, they have put our landline 'out of service', which was quite an issue during Christmas with loved ones trying to contact us. (We are both over 70 years old.)

  Business Response

  Date: 01/21/2025

  January 21, 2025
  
  
  Re: ***** Powell 
        Complaint ID: ********
        Notice of Complaint Filed: January 5, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of porting issues. I sent your request to the correct department to have an incident ticket created to complete the request. The ticket number is INC0138930. It has been escalated, and someone will be keeping in contact with you at the progression of this ticket to ensure that the billing is corrected. If you have any further issues, please let us know.

  We appreciate ***** Powell  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: 01/23/2025

   
  I am rejecting this response because:

  In the past 6 weeks. I have been told several times that my problem has been set as a priority and would be taken care of in 5 - 7 days.  Each time, after waiting 7 days, nothing has been done.  Then I spend another 2-4 hours on the phone trying to see what is happening.

  Last Monday, with me on the line, my new Carrier (T-Mobile) called Brightspeed to see where this was at.   We were told that there is nothing Brightspeed can do to expedite this or to even check on the status of my request.   I was told I just needed to be patient and, eventually, it would be done.  I let him know that it had already been over 5 weeks, and asked how long it should take.  He didn't know, but I needed to be patient.

  Every morning, I restart my new phone and check to see if this has been done.   Nothing so far.

  I do feel I should close this issue until the porting is accomplished.

  Also, I Brightspeed's reply states that I was cc'd on this reply.  I did not receive this 1/21/2025 correspondence, but did receive a prior correspondence on I/6/2025.  Thank you for keeping me the loop on this.

  
  

  Business Response

  Date: 01/27/2025

  January 27, 2025
  
  
  Re: ***** Powell 
        Complaint ID ********
        Notice of Complaint Filed: January 5, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. The ticket that was keyed on your behalf, INC0138930, has been further escalated. Please allow time for the IT department to work on the ticket. We are working diligently to resolve your issue.
  

  Again, we appreciate ***** Powell  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:01/04/2025

  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.

  *************** wnent out 12/17/2024, called advised *********** could not send repair person until 1/27/2025, I advised unacceptable and requested manager. They changed my repair date to 12/27/2024 ten days without ************ work from home. Lost money from work waiting for repair person to show. During this day they changed appt 2 times stating different times to come out. Now, 1/3/2025 my internet is out again, called Brightspeed and they had to reset it remotle. Again, today 1/4/25 internet out and had to set it reotely took 40 minutes. They stated they need to send repair person out on 1/28/2025, what wait another month. No way to do business. I have been with them for 8 years. They just recently installed fiber in my community, so when you call they want to sell you fiber, why would I purchase a fiber plan when they cannot even keep my internet connected since that installation. I refuse to stay home again and wait for repair person and lose money from work and repair was completed outside. I work from home certain days and require internet service. It used to ne Century Link and then Brighspeed took over years ago. Please assist me in getting a proper repair completed and I will not wait at home for them. Fix it from outside just like before. Today they gave me Ticket#******* for 1/28/2025 between 8-5pm. Not acceptable. Thank you

  Business Response

  Date: 01/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 7, 2025
  
  
  Re: ***** *********
  22767864
  Notice of Complaint Filed: January 4, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. *********** repair ticket escalation request. Upon further research, I was able to expedite the repair ticket from 1/28 to 1/8. We also issued a service outage credit for $4.50, which will be reflected on the next billing statement. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ***** *********

  Customer Answer

  Date: 01/09/2025

   
  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:01/04/2025

  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.

  As of 12/19/2024 my internet service has not been working.Brightspeed sent out a Technician to fix something in the main box without my knowledge beforehand and it stopped the service from working. I contacted the company on many occasions seeking help. Brightspeed sent out another technician on 12/22/2024 who attempted to fix the issue and stated that he had fixed the issue but within 25 minutes of the technician leaving, the service again, stopped working. I contacted the company again and spent many hours on the phone trying to get the issue corrected but Brightspeed has stated they will not be able to send anyone out to fix the issue until 02/10/2025 and refuse to help escalate the issue. I work from home and have had to use my own PTO to cover the time away from work. I am now currently driving an hour each way to a family members home so that I can still work and keep my job. The company is failing to act in a reasonable time frame to correct their problem. I have paid for and continue to get charged for a service I am unable to use. There are not any other service providers in the area that offer "hard line" internet service such as DSL or Fiber. My job and my lively hood are at stake and I need help getting the company to take responsibility and fix the issue.

  Business Response

  Date: 01/13/2025

  January 13, 2025
  
  Dear ******* ******,
  
  I appreciate the opportunity to review the complaint that you submitted on January 4, 2025, regarding the service issues.
  
  I found a pending dispatch dated February 10th and was able to escalate it to January 7th for the needed repairs.  Due to technician work loads it was rescheduled to January 10th but then escalated to January 8th and services were repaired and restored as confirmed with you.
  An account credit has also been issued for $70 effective January 13th for the service inconvenience.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************