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:08/28/2025

  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 have been out of phone service since 21st of August. Brightspeed was supposed to come out Monday, Tuesday, Wednesday, and Thursday. No show. Got an email every day that they were coming. I have called everyday too. No one can give me an answer. Please help us. We are all out in our little town even the park.

  Business Response

  Date: 08/29/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ***** ******. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

• Initial Complaint

  Date:08/28/2025

  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.

  Been out of phone service since August 21st. Called every day except today. They emailed me every day and say they are coming to work on it. No show. Nobody can give me an answer. Our whole community is out. My daughter has epilepsy we are red flagged for Bright speed. UVA in ***************, *** filled out a doctor's note for Bright speed. They are supposed to get our phone service back up quickly.

  Business Response

  Date: 09/10/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  September 10, 2025
  Re: ****** ******
  ID # ********
  Notice of Complaint Filed: August 29, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the No Dialtone and phone issues for ****** ******. I have issued an additional adjustment for the most recent monthly service charges due to the ongoing issues with the switch and line issue. This adjustment will appear on Mrs. ******** next bill. I also left a contact number with and the internal brightspeed case number of CSM0270305. Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ****** ******

  Customer Answer

  Date: 09/11/2025

   
  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.

  Yes, Brightspeed finally got our phones back on yesterday. Alot of excuses. They deducted my bill because I  called them and asked them. Its been 20 days. They didn't do it out of goodness of there heart. Still dont know why we went 20 days without phone. Thanks for your help.

  ****** Powell 

  
  
  Thank you. 
  

• Initial Complaint

  Date:08/28/2025

  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 am filing this complaint on behalf of my elderly grandfather, ***** *****, who is the service holder for account number ********************** home phone line regularly experiences outages. Most recently, the phone lines have been down since August 11th. His phone does not allow any incoming calls; however, he can make outgoing calls.He initially contacted the company on 8/11, and was told they would have a resolution within 8 hours. He contacted them again the following day, and he was told to call back in 72 hours. He contacted them again on 8/18, and was informed that they would not have service restored until 9/12. They did not offer to refund his account for the month they were unable to render services. Furthermore, when my Grandfather attempted to obtain service with another phone provider, he was prompted to use a PIN for his account at ****************** to port over his number to the new provider. Brightspeed provided him with four different PINs, none of which worked to port his number over to a new *********** previously stated, the unreliable service due to frequent outages has been a consistent problem for the length of his time as a customer. Having the phone line down for over a month with no offer or guarantee of reimbursement for unrendered services is *************** Grandfather is 78 years old and lives alone. Having access to a phone line is how his long-distance family can check up on him to ensure his wellbeing. Making it nearly impossible to reach a live contact through their phone lines, and then being given the run around rather than a solution to try and change/cancel service is taking advantage of an elderly person who has been a reliable customer for years.We are disputing the amount of the bill he is being charged on 9/8 for the services not rendered for the prior month. He has not paid the amount yet - and does not intend to. We are requesting the amount is waived, so it doesnt get sent to collections after he cancels his service here.

  Business Response

  Date: 09/11/2025

  September 11, 2025
  
  
  Re: ******* Seals 
  Complaint ID: ********
  Notice of Complaint Filed: August 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of service issues.  After review of the account, I see that the account has been discontinued and ported to another provider. Adjustments have been made to the account and will be reflected on the next billing statement..
  

  We appreciate ******* Seals  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:08/28/2025

  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 signed up for brightspeed cable on 8/1 because our landline stopped working and they said the only way they could fix it was to get the new cable. They came 8/6 to install the exterior line, and then missed their 8/7 appointment to hook up the modem. We had to fight them on the phone for a week to assume them the exterior work had been accomplished, but needed the modem set up (100% brightspeed error not the installers, they were great subcontractors). When an actual employee finally came out, he hooked it up and said we should get the phone line to come through by the next day. We have been without a land line for 15 days; we have called them and emailed them repeatedly. We never get the same answer twice. Or tracking number for the problem. They keep saying they will escalate but no one ever calls or comes to help.

  Business Response

  Date: 08/29/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******* ******. Following a thorough review of the account, ****************** confirmed that a duplicate *** complaint has been filed with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to the customer.
   
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  Thank you,
  ***** ******
  Customer Advocacy Intake/Analyst

• Initial Complaint

  Date:08/28/2025

  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.

  Brightspeed was our landline and Internet provider when we lived in ********. We moved July 31. We did not have service on again off again over the last year. I complained, but it never really helped. I called them after not having service for two weeks the middle of July. I told him I did not have service and I wanted to terminate my service right then and there. They told me they could not fix our problem unless we were customers so I agreed to keep the service until our termination date of July 31. We never did get the service started up again. I called again on July 30 and was told the service would terminate the next day. This is now late September and I am continuing to get bills from them. I called yesterday and, as every other time I have called, they put me on hold then transferred me as many as seven times only to either give me a false answer or hang up on me. We have paid all the bills. We are no longer their client. I have evidence that we returned the equipment after they sent us a return label on July 31. I have a copy of the Proof of Delivery on August 4. This company is impossible to deal with. When I called them recently, they told me we were still clients even after all this. I am asking for a cease and desist order. We will not continue to pay their bills. They in fact owe us a refund which we will not pursue. We simply want them to show us evidence that the account is closed and the equipment was returned on time.

  Business Response

  Date: 09/11/2025

  September 11, 2025
  
  
  Re: ***** Skillman 
  Complaint ID: ********
  Notice of Complaint Filed: August 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  Per research, account was closed on 7/31/2025. There is currently a credit balance on the account that can be released within 2-3 billing cycles after the account closure. Please be patient with our refund policy. The current credit balance is $187.21.
  

  We appreciate ***** Skillman  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: 09/11/2025

   
  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:08/28/2025

  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.

  On the 31st of July 2025, I called Brightspeed to cancel my account due to switching to a different wifi provider. After basically having to argue with the customer care representative about canceling my account, I was finally told that my account would be canceled and I would not be charged again. I was also told that my card would be removed from my account; this was done due to being told the same thing in the past and continually getting charged. I was told that my account would be active until the end of August then no more charges would be posted. As of the 24th of August, I have once again been charged for another month of Brightspeed, but all of the wifi has been shut off and does not work anymore. I will provide the disconnection number I was provided on the 31st of July 2025.

  Business Response

  Date: 09/11/2025

  September 11, 2025
  
  
  Re: Kalee Tassone 
  Complaint ID: ********
  Notice of Complaint Filed: August 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  After reviewing the account, I have refunded the last payment that was made on the account on 8/22/2025 for the amount of $ *****. Payment was made from card ending in *9845 and will be returned to that card. IT will take 7-10 days for processing.
  

  We appreciate Kalee Tassone  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:08/27/2025

  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.

  On June 9, 2025, utility markings were performed on my property under an 811 locate ticket initiated by Brightspeed before service activation on June 12, 2025.When I contacted 811 to obtain the ticket number and verify details, they confirmed that Brightspeed was the requester of the ticket. However, ********************************************************************************************** to contact Brightspeed.When I contacted Brightspeed, their customer support team stated they had no access to the ticket details and directed me back to 811. This has left me in a loop between Brightspeed and 811, with no accountability or resolution.This ******************** has been highly frustrating. It raises concerns about Brightspeeds internal processes and the effectiveness of its customer support, as I am unable to obtain even the most basic information about work performed on my own property.Desired Outcome:Written confirmation of the 811 ticket number Brightspeed opened for the June 9, 2025 utility markings on my property.Clarification on why Brightspeed support is unable to provide customers with this information, despite being the requester.Assurance that Brightspeed will improve communication and process alignment with 811 to prevent similar issues in the future.Supporting Evidence:Service activation occurred June 12, ******** confirmed Brightspeed as the ticket requester.Brightspeed denied having access to ticket details.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  Re:      Better Business Bureau (BBB)
              Shankar ******
  Complaint ID: ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Shankar ******:
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, Shankar ****** regarding underground connections
  Upon review, underground connection IQ-****** completed 6/12/2025. Brightspeed does not have access to 811 tickets. To verify, if you are filing a damage claim, please contact *************** Unicall at ************.
  To further clarify regarding Simple Buried Line:
  Q: Where is the line going to be buried?
  A: The construction team will determine this when they come to bury the line.
  Q: Will you dig up my whole yard?
  A: The line will be buried in the most efficient way possible with as little disturbance to your yard as possible.
  Q: How long will it take to get the line buried?
  A: The line will be buried within 10 calendar days of the order being placed, weather permitting. When the crew comes to bury the line, you do not have to be present. 

  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. You must be feeling overwhelmed now; I understand that, as I have encountered similar situations. I hope you accept my apology on behalf of the company due to the experience and inconvenience.
  We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.

  
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: Shankar ******
  CC: Better Business Bureau

  Customer Answer

  Date: 08/29/2025

  
  Dear **,
  On June 2, 2025, I requested a new internet service line with Brightspeed. As part of the order process, Brightspeed coordinates two key steps:
  Opening an 811 locate ticket so utilities can be marked before digging for cable installation.
  Dispatching an installation crew to complete the hardware installation and activate the service.
  According to 811, a locate ticket was opened by Brightspeed on or around June 9, 2025, under the Brightspeed name and linked to a telephone number *************). However, when I call that number,it goes straight to voicemail with no greeting, which makes me uncomfortable leaving a message since I cannot verify who I am contacting.
  811 also informed me they cannot release the ticket number directly to me since Brightspeed was the requester, and advised me to contact Brightspeed. When I contacted Brightspeed support, I was redirected back to 811, leaving me in a loop without access to the ticket number.
  Since the markings were completed on my property before service activation on June 12, 2025, I kindly request that Brightspeed provide me with the 811 ticket number created for my address.All I am expecting is that someone at Brightspeed reaches out to the back-office teamthe group that manages appointments and opens *********************************************************************************
  As an improvement, I recommend that Brightspeed share this ticket information proactively with customers. Having the 811 ticket number available would allow consumers to cross-reference details when crews arrive for utility markings, ensuring clarity and accountability.
  Thank you for your assistance in resolving this matter.
  Regards
  Shankar
  

  Business Response

  Date: 09/01/2025

  09/01/2025
  
  Re:      Better Business Bureau (BBB)
              Shankar ******
  Complaint ID: ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Shankar ******:
  We want to let you know that we received a complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, Shankar ****** regarding underground connections and ticket number. The ticket number is IQ-265528.
  We appreciate you taking the time from your day to contact the BBB to inform us about the problems you have experienced. You must be feeling overwhelmed now; I understand that, as I have encountered similar situations. I hope you accept my apology on behalf of the company due to the experience and inconvenience.
  We appreciate the opportunity to address the details in the complaint and will respond to the BBB within the answer period.
  Sincerely,
  ** *.
  Brightspeed Customer Advocate
  
  CC: Shankar ******
  CC: Better Business Bureau

• Initial Complaint

  Date:08/27/2025

  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.

  August ******* I got home from work at approximately 1230 to find that 2 hispanic males from Brightspeed had dug the entire length of my property to install cable. Section 58-12-70 states that cable companies are required to have home owner permission prior to digging on private property. About 2 hours later they hit and damaged my water line. Not sure if it was repaired properly! While mowing my yard I stepped on a big dirt clump left behind and hurt my foot. The 2 hispanic guys doing the work did not speak english and were uninsured.

  Business Response

  Date: 09/11/2025

  I contacted Ms. **** ****** and left a detailed voicemail providing the necessary contact information for her to submit a property damage claim. I also shared my direct contact details and encouraged her to reach out with any additional questions or concerns.
  
  Brightspeed sincerely apologizes for the inconvenience and any frustration this situation may have caused. We remain committed to resolving these matters promptly and efficiently, and we greatly appreciate Ms. ******* patience throughout the process.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate

• Initial Complaint

  Date:08/27/2025

  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 have tried to get internet and a land line for over 2 years. They never show up. This house had internet and a land line when they were century link. They keep canceling the account and doing another credit check, we are on the third account now. They mailed a modem and charged me 180 even though we are a business postpaid account. The lack of internet prohibits me from renting the property as intended and the tenants have regularly moved out due to the issues with Brightspeed. There is never any explanation, they say gems like 'it says error'. Well... ok maybe call your boss? The IT guy? I would ****** it for you brightspeed, but alas i have no internet.

  Business Response

  Date: 09/09/2025

  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Four Hour Window and the delays on the Brightspeed service order. Following a thorough review of the account, ****************** confirmed that a duplicate VA *** complaint has been filed by Four Hour Window with the same concerns. Brightspeed is addressing the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to Four Hour Window.

  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Customer ************************************ ******************

• Initial Complaint

  Date:08/27/2025

  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 had lived here over 20 years. Our service was initially with *********** who sold out to ***********. *** service goes out every single time it rains or storms. And sometimes for no reason at all. One technician told us we need a "suppressor" if I am correct on that term. I have bad health, have had cancer and still being treated for that and heart problems, I am at least 8 miles from the nearest ambulance shed and an hour from a hospital. If my phone is out and I have an emergency its going to be too bad for me. Phone and INternet are out constantly here, this is unacceptable and has gone one for over 2 decades. PLEASE HELP. at minimum keep the $500 and just fix the phone and internet permanently, please.

  Business Response

  Date: 09/10/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ***********************;
  September 10, 2025
  Re: ***** ******
  ID # ******** - ***** ******
  Notice of Complaint Filed: August 27, 2025 
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the intermittent service and weathering issues for ***** ******. Brightspeed replaced 1800' of copper cable, reworked some grounding equipment. This work was completed on 09/10/2025. I talked to Mrs. ****** on 09/10/2025 and wile the internet and phone are back up there are some other issues still occurring. I am setting up a second repair to have the *** (Connections on the side of the house) examined or replaced as the internet is slow after the fix and the Caller ID and phone is not working correctly still.Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC: ***** ******