We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 2,785 total complaints in the last 3 years.
  • 1,304 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    No internet service since June 25. They keep saying they will fix. Everyone in this area does not have service. Scheduled text for 7:8:2024 They rescheduled without telling me to 8.1. Will not offer or give credit

    Business Response

    Date: 07/23/2025

    July 23, 2025


    Re: Jokila Walker 
    Complaint ID: ********
    Notice of Complaint Filed: July 9, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of adjustment and repair date issues.  After review from the tech, it has been shown that the buried service wire to your location has been cut and needs to be replaced. There is a current ticket IQ-****** dated to be completed by 8/1. All credits for out of service can be assessed to the account once the service is back up and running. A follow-up has been placed on your account for monitoring.

    We appreciate Jokila Walker  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: Jokila ******


  • Initial Complaint

    Date:07/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 complain about a very noisy home line. It is grounded. I can not get them to send out a repair person to fix this problem.

    Business Response

    Date: 07/23/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    July 23, 2025


    Re: ******* *****
    Complaint ID: ********
    Notice of Complaint Filed: July 9, 2025


    Dear Kisis *****:

    Brightspeed has reviewed the BBB complaint regarding noise issues affecting the customers phone service. Repair ticket ********** was associated with a service outage and has since been resolved. Multiple outreach attempts via phone and email have been made to confirm service restoration. We will continue our efforts to reach the customer until full resolution is confirmed. We sincerely apologize for any inconvenience experienced and appreciate the customers patience as we work toward a lasting solution.
    Sincerely,

    **** *****
    Brightspeed Customer Advocacy


    CC: ******* *****
    CC: Better Business Bureau

  • Initial Complaint

    Date:07/09/2025

    Type:Order Issues
    Status:
    Answered
    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 is lying to their customers, claims to own/monopolize our area, and promises their customers resolutions to their issues, only to choose to tell their customers that they have no record of the confirmation numbers they give their customers. The business *********** merged with Brightspeed, and that's when all of the issues started. When customers lose internet, the company claims that there is an outage in the area, which must happen every 12 hours. I'm looking to start a class action lawsuit with residents of 2 counties that have the same issues with this company, unless they resolve the issues for their customers. Unless they stop the false advertisement. Unless they stop lying to their customers. People signed up for their internet with the promise of 30 mb/s. The wireless internet speed that is initially promised is ungodly slow, never mind a complete lie, as many people in my area report slower speeds than this. I would love a resolution to this issue from this company before any further action is taken! I speak on behalf of the thousands of customers that are affected in the area when I say we want what we were originally promised, or another high speed internet to be available in the area!

    Business Response

    Date: 07/23/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    July 23, 2025


    Re: ****** ******
    Complaint ID: ********
    Notice of Complaint Filed: July 9, 2025


    Dear Kisis *****:

    Brightspeed has reviewed the BBB complaint regarding intermittent internet service. While the customers ************************* is currently operational, occasional service interruptions continue to occur. Our team is actively investigating the issue and remains fully committed to achieving a resolution, with consistent communication maintained throughout the process. We sincerely apologize for any inconvenience the customer has experienced and appreciate their patience as we work toward a resolution.

    Sincerely,

    **** *****
    Brightspeed Customer Advocacy


    CC: ****** ******
    CC: Better Business Bureau

  • Initial Complaint

    Date:07/09/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 internet and telephone provider. On March 20, 2025 our internet quit working . We spent many many hours on the phone trying to get service restored. Then on April 7 our telephone also quit working and was never restored thru my canceling all Brightspeed service on April 9, 2025. They billed me $117.49 for the month of April, during which I had no internet at all and 7 days of telephone service. I pro-rated the bill for the days it worked and sent them $23.50 along with a letter stating all of the above. They continued to send me bills, adding to it every month for "late fees". I want them to quit billing me. I am not the only one locally that has experienced their failure to restore service in a timely manner (or any manner actually). I forgot to mention I did not owe them any money at the time this occurred and have never been late paying my bill.

    Business Response

    Date: 07/18/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    7/18/2025


    Re: ******* ******
    Complaint ID: ********
    Notice of Complaint Filed: 7/09/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing dispute. I issued a credit to clear the balance. I spoke with Mrs. ****** and advised.

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 07/19/2025

     
    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:07/09/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    For the past several months I've had a credit on my account (currently -$62.01). As the months have gone by, the credit has been used towards my monthly bill (as shown on my "My Brightspeed" account page). However, my physical bill has been increasing by that amount every month (plus late fees), and not reflecting the applied credits...so now I have a bill for $531.27.Multiple attempts to have this resolved through customer service have been unsuccessful, and one attempt to use the Escalation Form was also unsuccessful.

    Business Response

    Date: 07/23/2025

    July 23, 2025


    Re: ******* Sharpless 
    Complaint ID: ********
    Notice of Complaint Filed: July 9, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues.  The credit department is further reviewing the discrepancy in the billing and will make contact upon the investigations conclusion.

    We appreciate ******* Sharpless  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:07/09/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 Tuesday, July 8, 2025 my internet went out. Contacted Brightspeed to check if there was internet outages in our area. I went through the procedure to reboot modem, etc. This did not work. After 30 minutes or so I left my phone number on their chat. A woman called and I had a hard time understanding her. She kept saying the same things over and over shes sorry I am having issues. She claimed no one else was having outage issues. Which was untrue. I asked to speak to someone else. She put me on hold for a few seconds and comes back to say no one else can take my call or complaints. She said she will set up appointment for technician to come. It is not until July 24! I said I depend on internet for several reasons. She once again stated sorry I can do nothing else. As I stated earlier there are many customers in my area that are going through the same issue. This is not acceptable or professional. We live in an area with very limited choices of internet access. I pay 100 dollars a month and Im sure I will not get a refund or credit for 3 weeks of no service

    Business Response

    Date: 07/23/2025

    July 23, 2025


    Re: ***** Bean 
    Complaint ID: ********
    Notice of Complaint Filed: July 9, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues.  I have p[laced a credit on your account and it should reflect on your next billing cycle.

    We appreciate ***** Bean  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:07/09/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Mom ****** ****** age 83 has been without her home phone since June 25th, 2025. She has dementia and medical issues. She needs her home phone. I opened a ticket June25th and it was closed with no repair. I have called **************** and chatted online with no luck of getting phone fixed. I have spoke to Manager over a week ago and still no service. I need the phone fixed and also she is due a refund of $100.00 from last time they fixed phone which was not a home issue. They debited my mom's account $154 and she should only pay $***** a month. **************** over phone is not local and they have no clue what is going on. I feel she should also get a refund for the ***** since tomorrow will make two weeks without a phone. I need your help with getting phone repaired and a refund. Thanks *********

    Business Response

    Date: 07/23/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    7/23/2025


    Re: ****** ******
    Complaint ID: ********
    Notice of Complaint Filed: 7/09/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone service. The outage has cleared. I was unable to reach the customer to follow up. I will try again at a later time. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 07/24/2025

     
    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:07/09/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    account # ********* On June 27th, I called and closed the account. I talked to employee who adjusted the billing, as the billing was incorrect again, as they keep trying to charge me ***** for a modem lease; but the modem was returned months ago, we were NOT leasing any equipment from them, and I even provided tracking number for it. So the employee confirmed and adjusted the final billing for us.I logged in on June 30th, saw the total due by July 3rd was for total of $1.11 - so I used my cc and paid it. Now on July 9th, I see they have changed what I owed by July 3rd back to $68.30. How can my bill keep changing!???!This company has done nothing but rip us off. over a year ago, they had replaced a faulty modem we had leased thru them, and even though that time it was returned, and tracking numbers submitted, each month they would double-charge us for it, this went on for a year, In Dec of 2024 I contacted them again on it, and it took 3 months to clear up. and they insisted they could only refund us for 6 months of overcharging us. They acknowledged the error, then only refund for 6 mos.' of a years' worth of overcharges. This year, I bought a modem, returned the leased one and each month since they remove the lease fee, then put it right back on again after our phone call. this is ridiculous, I never worked with a company that scams its customers like this. Last month when I called to have the charges removed from the billing the employee actually told me that we had to pay the leased modem fee whether we were leasing a modem from them or not. Then he hung up on me. I called back the next day and spoke to a different person to clear it up again. This company needs to be investigated.On June 27 closed account. Their employee adjusted the billing, while on the phone. On Jun 30th saw we owed 1.11 - I paid it in full. Now on July 9 they say I owe over 60 again. They need to zero the account, or send me back the 107 of over charges, then zero it.

    Business Response

    Date: 07/15/2025

    July 15, 2025

    Re: Better Business Bureau (BBB)
    ***** ****
    Complaint ID: ********
    Notice of Complaint Filed: July 9, 2025

    Dear ***** ****,

    Thank you for contacting the Better Business Bureau (BBB) regarding your billing concern. Upon review, we confirmed that your phone and internet services were disconnected on July 2, 2025. Any applicable credits were applied following the disconnection, resulting in a remaining balance of $0.03. This amount has since been credited, and your account balance is now fully resolved. Should you have any further questions or concerns, please feel free to reach out.

    Additionally, our findings have been formally submitted to the BBB repository within the required response timeframe.

    Brightspeed apologizes for any issues due to the experience and inconvenience.

    Sincerely,
    **** *.
    Brightspeed Customer Advocate

    CC: ***** ****
    CC: Better Business Bureau

    Customer Answer

    Date: 07/15/2025

     
    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:07/09/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Another month with no phone service and no internet ... tech support is no help (no one speaks english) .. My appointment for a tech to come has been cancelled 3 times and now you send a bill for a full months service .. If this isn't corrected soon I will be forced to cancel Brightspeed .. over the last 5 months we have had service for about 20 days .. This is totally unacceptable and I need a refund for service paid for and not received

    Business Response

    Date: 07/23/2025

    July 23, 2025


    Re: ****** Cherry 
    Complaint ID: ********
    Notice of Complaint Filed: July 9, 2025

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues.  A credit of one of service will be applied to your account and should be reflected within the next 1-2 billing statements.

    We appreciate ****** Cherry  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:07/08/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 issue has been ongoing since Brightspeed acquired our service from ***********, at which point my wife began trying to resolve persistent internet speed and reliability problems. She has spent countless hours over the past few years on the phone with customer service, only to receive generic troubleshooting instructions and no long-term resolution.Since October of last year, I myself have spent over 20 hours on the phone with customer service. I have been repeatedly told to reset the router, disconnect devices, or reduce the number of connected items (the majority of the connected items are smart lights, we have one PlayStation two computers and two TVs that are connected). Weve heard advice that ranged from unnecessary (like hardwiring a smart bulb) to outright absurd (being told to cut down trees for better signal, despite being hardwired).Only yesterday did we finally learn that our account had been flagged and our internet speeds intentionally limited by Brightspeed. This realization means that months - and in my wifes case, years - of troubleshooting, technician visits, and wasted time were entirely avoidable had we been given honest and accurate information from the beginning.We pay for 30 Mbps of service and rightfully expect to receive that without intentional throttling. This experience represents a failure at every level: customer service, technical support, transparency, and accountability.I respectfully request the following:Immediate removal of any speed restrictions or account flags.A formal explanation of why our account was limited without disclosure.Retraining and education for your technical and customer service representatives.A written response outlining how Brightspeed intends to prevent similar failures going forward.We trusted Brightspeed to provide reliable service and clear communication. That trust has been significantly eroded, and we hope this matter will be taken seriously at the executive level.

    Business Response

    Date: 07/23/2025

    BBB of ***************** and Western N.C.
    **********************
    ******************


    7/23/2025

    Re:***** ********
    Complaint ID: ********
    Notice of Complaint Filed: 7/08/2025


    Dear Kisis *****,

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. I spoke with Mr. ********* He advised the issue is random and occurs at different times. We discussed ways to test when the issue occurs. I also advised if possible to contact me while the problem is occurring. 

    Brightspeed apologizes for any issues due to the experience and inconvenience.


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

Brightspeed is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.