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:12/26/2024

  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.

  December of 2023 for 9 days we were without WIFI over Christmas, now 2024 on Christmas eve they cut the phone and WIFI line off and my husband asked the workers that were on the road and they said it would be fixed by that night (Dec 23rd 24) however it was not fixed and no one worked Dec 25th 24. my husband called brightspeed 12/25/24 and they stated that it would be fixed by 6pm 12/26/24, brightspeed claims that the line was damaged but gave us no notice that we would be without service during any if this time, and at no other time have they given us notice or offered any help or changed their poor service. we have had multiple issues with this company with being overcharged on our bill multiple times or received a bill in the mail that we had missed out draft when in fact they never drafted anything at all. there are multiple neighbors that have issues with this company. our disabled grandmother needs a phone line to be able to contact 911 in case of emergency which as i type this is out of service. if we had another choice to switch wifi and phone providers we would but we have no other options, but I will not tolerate this poor service any longer. thank you for your help.

  Business Response

  Date: 01/07/2025

  January 7, 2025
  
  
  Re: ***** Foulks 
        Complaint ID: ********
        Notice of Complaint Filed: December 26, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of repair issues.  A repair ticket was placed on your account due to the outage on 12/27. The outage was restored in two parts. The internet was restored on 12/30, and the phone was restored on 1/3. If you have any further issues, 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: ***** ******
  

  
  

• Initial Complaint

  Date:12/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested internet services on 4/26/2024. Brightspeed sent me a modem that was not compatible for my service area. It did not work and I received no internet for any period of time from this company. They said to return the equipment. I returned the equipment and they told me my account would be cancelled on 5/8/2024. They did not cancel my account and have now reported me to a collection agency called **********************. This company is not harassing me to pay for services I never received. I do not want my credit to be affected by this.

  Business Response

  Date: 12/31/2024

  December 31, 2024
  
  Dear ***** *******, 
  
  I appreciate the opportunity to review the complaint that you submitted on December 24, 2024, regarding the final billing charges.
  
  Once reviewed, I found that the account was discontinued on May 8, 2024, and the account charges have also been adjusted.  The account is currently at a $0 balance. 
  
  Any credit report ratings should be removed within 30 business days.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  ***** (****) U.
  Brightspeed - Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/06/2025

   
  I am rejecting this response because:
  
  I need to see proof in writing that my name has been cleared from the collections agency that Brightspeed reported me to. I have heard nothing from *********************************** that my name has been cleared from their collections list. Would love BBB assistance with this. Thank you for all your help!

  Business Response

  Date: 01/07/2025

  January 7, 2025
  
  Dear ***** *******,
  
  Regarding your recent rejection, the previous response that I sent on 12/31/2024 is the proof in writing you are requesting, as I confirmed that your account was *************************** on May 8, 2024, and the account balance is now at a $0 balance.  As advised, any credit report changes with the collections agency can take up to 30 days.  We cannot make any changes to their records,but you are free to share our response with them to see if they can move their records along for you.
  Thank you once again for your understanding.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:12/23/2024

  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 called BrightSpeed to have my ****************** Discontinued .They also turned off my **************** which I did not want.We have tried to resolve the problem for the last 15 Days with no avail! Now the tell Me there is a hold on my Service! I don't want a settlement I want my internet restored! We have even offered to have our ************ restored until the problem is resolved but no go!

  Business Response

  Date: 01/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  January 3, 2025
  
  
  Re: ******** Way
  22723278
  Notice of Complaint Filed: December 23, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. Way's internet service issues. Upon review, we corrected the programming error in our internet system, which restored the internet service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ******** Way

• Initial Complaint

  Date:12/23/2024

  Type:Billing 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.

  They disconnected the internet 3 weeks ago and have not reconnected it. They were only supposed to disconnect the landline. No help after repeated phone calls to people not even in the ***! STILL waiting for help. Nothing happening. ****** would like a credit for December.

  Business Response

  Date: 12/27/2024

  December 27, 2024
  
  
  Re: ****** Yoder 
        Complaint ID: ********
        Notice of Complaint Filed: December 23, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of order issues.  I sent the case to the correct department to have the internet restored. They created the order and got the internet restored on 12/27. I called the customer to let her know about the restoration. We discussed the billing over the next couple of months. I advised her to contact me if she had further questions. Please be assured that we are committed to your satisfaction and are here to assist you with any further queries.
  

  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: ****** *****
  

  
  

• Initial Complaint

  Date:12/23/2024

  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 am a full time teleworker for the ***** of Veterans Affairs - my internet (Brightspeed) has been out of service since 12/12 and repair is not scheduled until 1/3/26, a full 3 weeks. I received a notification on 12/13 that a technician was being dispatched, but no one showed up. Brightspeed reports outages in my area that are scheduled to be repaired every night by 9 p.m., and updated daily to say the same thing with no change or improvement in service. Both attempts to communicate with customer service via chat about this outage resulted in being disconnected - they ended the chat in the middle of the chat and no call-back. This is completely unacceptable on all levels.

  Business Response

  Date: 12/31/2024

  December 31, 2024
  
  Dear ***** Sample,
  
  I appreciate the opportunity to review the complaint that you submitted on December 23, 2024, regarding the internet service issues.
  
  Once researched, I found a pending repair dispatch dated December 26th.  Our technician was able to repair and resolve the service issues on that date.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  ***** (****) U.
  Brightspeed - ***********************

• Initial Complaint

  Date:12/23/2024

  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.

  On December 20th a technician from Brightspeed(internet and landlines service) came out to install new fiber optic lines for internet and home phone.Afterwards he left stating he would come back the next day to finish which he never did. I had internet and phone service before he came and lost it all after he left.i contacted Brightspeed to be told no one can come out till Dec.31st and after speaking with 2 supervisors they gave a new date of Dec.28th. It's just me and husband in the house and we're both in our 80s and ********* in a wheelchair and rely on life alert for help if needed but it does me no good if I don't have my landlines phone to call for help. All this was conveyed to each person and supervisor I spoke with but it didn't seem to matter with them.All I want is for someone to come and fix the lines for internet and home phone asap because anything can happen between now and ******* account# is *********. Any help is appreciated.

  Business Response

  Date: 01/06/2025

  January 6, 2025
  
  
  Re: ******* Glenn 
        Complaint ID: ********
        Notice of Complaint Filed: December 23, 2024
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of the repair issues.  Repair tickets were established, and technicians were sent out to replace the bad ONT and install a new **** and wire to correct your issues. If you have any further issues or concerns, please do not hesitate to contact us.
  

  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: ******* *****

• Initial Complaint

  Date:12/23/2024

  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 have contacted Brightspeed on several different occasions in regards to my router not giving me Internet inside my home. I have spent over 15 hours on the phone with them resetting, or arguing with them telling them my router is not putting out anything wireless for me to connect to. I have a business and I am having to us my IPhone to do a WiFi connection to do my business!!! I was told on Dec 13th that a new router was ordered, telling me it was to be overnighted to me!!! I was hung up on by the worker after he told me with my new router I would have information and a label to mail back my old router. I waited and waited and no new router came. I was finally able to contact Brightspeed on Dec 20th to find out where my router was and to only find out this worker lied to me and nothing had been ordered or sent for me. The new worker provided me with a case number, but could not provide me with an order number for the new router!!! I was told this one would be overnighted to me and as of yet on Dec 23 rd I still have no internet and no new router!!!!! I filed a complaint several years back as this happened previously. I cannot get other internet services as it is not provided in my area by anyone else!!! This is absolutely unacceptable and ridiculous that we have to do all of the work to get the internet set up, any and all troubleshooting at our cost and spend hours to fix their awful service!!!!! I want money back and I want them to be held accountable for their inept service

• Initial Complaint

  Date:12/21/2024

  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.

  Contacted Brightspeed on 10/17/24 and chatted with 'Thricy ***' Asked to be removed from their mailing list, and was assured I would be. Not a customer and do not want to be. Tired of my mail carriers having to walk to my house for sometimes just their 1 piece of mail that I will throw away. Still receiving on 11/16 and 12/18. From POB 1908 ************, ************* Tried unsuccessfully to chat/talk to a real person after last mailing

  Business Response

  Date: 12/27/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 27, 2024
  
  
  Re: ****** *****
  22719056
  Notice of Complaint Filed: December 21, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******* request to no longer receive promotional mail from Brightspeed. Upon review, we opted her out of the promotional mail on 12/26. It can take up to 30 days to go into effect. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** *****

  Customer Answer

  Date: 02/04/2025

   
  I am rejecting this response because:Have asked Brightspeed repeatedly to remove me from their ad mailing list, and been assured repeatedly that they would take care of it. But, still receiving their junk mail. Do not want do do business with them, not a former customer looking to reinstate. But I know of some who have dealt with them...pitiful! No need for my mail carrier to walk to my house with sometimes just this one piece of junk that I will trash. Have they lied to me, or just incompetent?? Always comes from POB 1908, ***************************

  No further contact by the business

  
  
  

  Business Response

  Date: 02/06/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  February 6, 2025
  
  
  Re: ****** *****
  22719056
  Notice of Complaint Filed: December 21, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint rejection regarding Ms. ******* request to no longer receive promotional mail from Brightspeed. Upon review, we opted her out of the promotional mail on 12/26. It can take up to 30 days to go into effect. If she has received any promotional mail from Brightspeed after January 26, 2025, it would have been sent before 1/26/25. She has been removed from promotional mail successfully, so she will not receive any new mail from Brightspeed.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  
  
  CC: ****** *****

• Initial Complaint

  Date:12/20/2024

  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 only have a landline. I do not have internet. I am a ****************************************************************************************************************************** Most importantly, I need it in case I need to call 911. I haven't had phone service for 3 weeks and have been told a technician would be out multiple times. First they said it was an area outage. Then they said a technician would fix it on 12/18/24. Then they said a technician would fix it on 12/19/24. My family and doctors are worried about me because they cannot call me. They said they could get someone to fix it on 12/26/24. Now they are saying 1/6/25 so I can't even call people over the Holidays. If I need to call emergency services I am in big trouble. I have told them this many times. no one will help. I need my land line.

  Business Response

  Date: 12/27/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  December 27, 2024
  
  
  Re: Kit ******
  22714166
  Notice of Complaint Filed: December 20, 2024
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding phone service issues and repair ticket escalation. Upon review, the repair ticket was completed on 12/20. The tech completed the cable repairs in our central office, which restored the service. We issued a 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: Kit ******

• Initial Complaint

  Date:12/19/2024

  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.

  This is an ongoing issue with Brightspeed. My service has not been on for quite some time. I have spent countless hours on hold to get this issue resolved. All I get is the run around and lies. I am an elderly man who recently suffered a heart attack, a stroke and knee replacement and this is the kind of service, well lack thereof, I receive from this company. I have no way to communicate or to call 911 if need be in the event of an emergency due to the negligence of Brightspeed. The issue lie solely on their part. What if something should happen and I cannot seek emergency services? Who will be responsible then? I can assure you a lawsuit will be filed on my behalf. I have notified several people of these issues as well as written documentation. This is unacceptable. I am being billed for services that I can not utilize. Brightspeed threw a temporary line across my yard (that has not worked) with false hopes and promises that line would be buried. As of today I am still waiting for that to happen and therefore have no service. This is bad business and I can only hope that this is resolved with the utmost urgency.

  Business Response

  Date: 12/31/2024

  December 31, 2024
  
  
  Re: ***** Lynskey 
        Complaint ID: ********
        Notice of Complaint Filed: December 19, 2024
  
  Dear Kisis *****:
  

  We are grateful for your patience and understanding as we reviewed the details of your repair issues. A ticket was sent to repair on your behalf, and a technician corrected your phone issues on 12/27. A credit that was requested has been added to your account, but please be aware that it may take up to two billing cycles for the credit to appear on your bill. The buried service wire issues have been escalated to the proper group, and you will be contacted when a date has been set for that action to be completed.
  

  We appreciate ***** ********* proactive approach in contacting the BBB to inform us about the matter. We understand the inconvenience this may have caused and we apologize for any issues you've experienced.
  

  Sincerely,
  

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