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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,305 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/30/2024

    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 am a residential customer of ******************. During the last few days, I have lost my internet, WiFi connection and I have no phone service. When I called to report and get service, I was told the quickest appt would be 1/10/25. This is unacceptable. I am 80 years old. I live alone. I have macular degeneration with very limited vision. I can not drive. I have no way to access 911 in case of an emergency. I use my iPad for daily help to read items to me. I have a program that reads labels and lets me know what I am doing. It helps me take the correct meds. I have called Brightspeed several times asking for help. They continually tell me I cant get help until January. 10. This is unacceptable. I need help. I pay over ***** per month for service. I should not have to be without service for over a month. There are 2 other homes next door to me and they are having the same problem. I have also told brightspeed about this issue too.

    Business Response

    Date: 12/18/2024

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


    December 18, 2024


    Re: ****** Dorman 
    22622364
    Notice of Complaint Filed: November 30, 2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******** repair escalation request. Upon further research, we do not have any sooner appointments available in her area. If a sooner appointment becomes available, we will let her know.

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


    Sincerely,

    Brightspeed Customer Advocacy


    CC: ****** ******

  • Initial Complaint

    Date:11/30/2024

    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.
    I signed up for Brightspeed internet and booked an appointment for installation between 1pm and 5pm on Saturday, November 30. I was notified that I would receive a text when the tech was on their way, which I received at 1:22pm on the day of installation. Upon arrival, the tech revealed that he had not only already been by earlier that morning, but while he thought no one was home, he went ahead and did whatever outside work needed to be done. I was not notified of this by phone or email. During the installation itself, instead of using the existing cable, the tech drilled a hole without permission and, in doing so, damaged a window sill. In trying to understand the situation, I have attempted to contact Brightspeed 3 times by phone and once via their online chat. My first two calls were disconnected. From the online chat, I was instructed that this could only be resolved by phone. When I called for the third time, I was told that I would be transferred to a different department, only to be disconnected after being placed on hold for over ten minutes.

    Business Response

    Date: 12/13/2024

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


    December 13, 2024


    Re: ***** *****
    22621865
    Notice of Complaint Filed: November 30, 2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ******* damage claims concern. Upon review, we discussed her appointment and tech concerns. I provided her with the information to file a damage claim.

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


    Sincerely,

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


    CC: ***** *****

    Customer Answer

    Date: 12/13/2024

     
    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:11/30/2024

    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.
    This companys **************** interaction is absolutely deplorable. They dont care whether they help you or not. And then when you try to call to get help, they push you out weeks before they can get you a technician and this is the second time that this has happened just within the last couple of weeks. Either they dont want to fix the problem or they dont know how and they certainly dont have enough staff members to fix it or they wouldnt have me scheduled all the way out till December 18.

    Business Response

    Date: 12/11/2024

    December 11, 2024

    Dear ******* *******,

    I appreciate the opportunity to review the complaint that you submitted on November 30, 2024, regarding the service issues.

    Once researched, I found that a ticket dated December 4th was cancelled.  I reached out to our technical support team for review.  We were able to have a ticket issued a ticket for December 13th which we tried to escalate.  We received an email from you (12/10) requesting to cancel the account.  I have issued the order and credited the charges back to November 14th, when I found the first account note of service issues.

    We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.

    Sincerely,


    ***** (****) U.
    Brightspeed - ***********************

  • Initial Complaint

    Date:11/29/2024

    Type:Billing 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.
    On July 31, 2024, I cancelled my internet service from Brightspeed. Brightspeed is still charging me $40 a month for service and taking this payment out of my bank account. I have used the Brightspeed customer service chat feature three times and requested a refund and requested Brightspeed to stop taking money from my bank account. The people at Brightspeed acknowledge that my service was ended on July 31, 2024 and my account was closed. They promise again and again that I will no longer be charged. But, every month I am charged $40. I want Brightspeed to stop taking money from my bank account illegally.

    Business Response

    Date: 12/09/2024

    December 9, 2024


    Re: Jealynn Coleman 
          Complaint ID: ********
          Notice of Complaint Filed: November 29, 2024

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues.  After carefully reviewing your account, I have made adjustments and found an error on our part. You will receive a refund of $40.00. via check by postal mail.  Depending on your postal carrier, it will take 7-10 days but may take up to 30 days. Rest assured, we have taken steps to prevent such errors in the future. 

    We appreciate Jealynn ********* 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. We also want to thank you for your patience and understanding as we resolved this issue.

    Sincerely,

    ***** *.
    Brightspeed Customer Advocate

    CC: Jealynn *******


    Customer Answer

    Date: 12/09/2024

     
    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:11/28/2024

    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.
    This company is very unreliable. They have constant outages, there's never an accurate ETA for restoration, if there is one at all, it's so hard to get ahold of customer service and get a resolution let alone a credit. I am just over all so dissatisfied. I wish that I could get a different internet provider. I work from home and this company continues to cost me money with the frequent outages.

    Business Response

    Date: 12/02/2024

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


    12/02/2024


    Re: **** ******
    Complaint ID: ********
    Notice of Complaint Filed: 11/28/2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the outages. We do apologize for any inconvenience the outages may have caused. There are several reasons an estimated time of repair can be extended. As a company we repair outage conditions as fast we can. At times we may be awaiting on other organizations before we can proceed with our repairs, waiting on replacement parts and other companies.

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 12/02/2024

     
    I am rejecting this response because:

    Although I respect and appreciate your response, I am still dissatisfied with your company. If the outages were not multiple times monthly I would not be here right now. It is terrible. Just do better.


  • Initial Complaint

    Date:11/27/2024

    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.
    Starting on November 6th - I have tried to disconnect my service (internet access). I have made over 8 phone calls - 2 online chats and numerous emails -- no one can find my account to *************************. I am currently being billed - able to pull up my current bill online that shows my account #. These contacts with customer service have occurred over the past 3 weeks and still have not been able to disconnect my service. **************** contends they cannot find my account based on the # or the location that shows on the online bill that I have been billed and have paid monthly for the service for years.

    Business Response

    Date: 12/06/2024

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


    December 6, 2024


    Re: ****** *****
    22612437
    Notice of Complaint Filed: November 26, 2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************* cancellation request. Upon further investigation, we identified a system error that initially prevented access to his account, resulting in the delay. I escalated this issue to our offline team, who successfully processed the disconnect order and backdated it to be effective as of November 6, 2024.


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


    Sincerely,

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


    CC: ****** *****

    Customer Answer

    Date: 12/09/2024

     
    I am rejecting this response because:

    Account has been closed but my login still shows that I have an outstanding balance on the account.  The Nov 4 bill and Dec 3 bill are still showing as owed.  Nov 4 bill was for the month of Nov which the email states that the account was closed as of Nov 6th.  I would like to have confirmation that I have a zero balance owed.  Especially considering, the numerous (6) phone calls - 2 chats which was over 6 hours of my time spent trying to close the account. 

    Thank you for looking into this matter.  I appreciate the fact that the account is closed.  I just would like to have confirmation that the balance owed is $0.

    *** *****


    Business Response

    Date: 12/17/2024

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


    December 17, 2024


    Re: ****** *****
    22612437
    Notice of Complaint Filed: November 26, 2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB rebuttal regarding ******************* cancellation request. I was able to issue a credit and the account balance is zero. It should reflect online in about 24-48hrs.

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


    Sincerely,

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


    CC: ****** *****

  • Initial Complaint

    Date:11/26/2024

    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.
    We have been with phone service for 2 weeks and cannot get a person on phone to escalate repair. Brightspeed employees have disconnected calls Resident is elderly at needs phone for medical

    Business Response

    Date: 12/10/2024

    BBB of **********************************
    **********************
    ******************


    12/10/2024


    Re: ** ********
    Complaint ID: ********
    Notice of Complaint Filed: 11/27/2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding no dial tone. Our technicians were able to restore the service. 

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 12/11/2024

     
    I am rejecting this response because: our fax  line or second line at ************ still does not work 

    Brightspeed billed us for service and we have been out for nearly 5 weeks now 

    I was informed they would credit for month 


    Business Response

    Date: 12/17/2024

    12/17/2024

    Re: ** ********
    Complaint ID: ********
    Notice of Complaint Filed: 11/27/2024

    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the fax line issue. I contacted the customer to setup a technician repair and I was unable to reach them. I will try again tomorrow.

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:11/26/2024

    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.
    **************** from Brightspeed has been unavailable, not working, for 2 weeks, since November 12, 2024. I have been told 3 different dates since then that it will be fixed. It still is not fixed. I was originally told a service tech would be out Dec. 12, 2024. I have been told there is an outage in the are for the past several weeks.

    Business Response

    Date: 12/04/2024

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


    December 4, 2024


    Re: ******* *****
    22609300
    Notice of Complaint Filed: November 26, 2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ****** landline service outage concern. Upon review, we were able to complete the central office repairs on 12/2, which restored the service. I submitted a 22 day 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:11/24/2024

    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.
    I ordered internet. They installed. COMPLAINTS:THEY NEVER ASKED OR INFORMED ME ABOUT PART 2 OF PROCESS.AFTER INSTALLING AT MY RENTAL HOME.THEY LEFT LONG FIBER OPTIC CABLE OUTSIDE. ITS A HAZARD ACROSS 3 BACK YARDS. 1.NEVER ASKED INFORMED **** CALLED 7 DAYS NO DATE WAS GIVEN AS TO DATE THEY COME BACK TO BURY CABLE.2. IT'S A HAZARD-IT IS HARDTO SEE LYING ON GROUND.3. PART OF CABLE ************************* WIRE ON POLE.NEVER INFORMED ME FROM ORDER, INSTALLATION, 7 PHONE CALLS.I WANT THEM TO BURY ********** WITH DATE. VERY SLOPPY, DANGEROUS, BUSINESS TRANSACTION.WILL REPORT TO BETTER BUSINESS BUREAU TOMORROW.HAZARDOUS ELECTRIC ISSUE AND CABLE UNSEEN A TRIP A D FALL HAZORD.

    Business Response

    Date: 12/02/2024

    December 2, 2024


    Re: ***** LaRocco 
          Complaint ID: ********
          Notice of Complaint Filed: November 24, 2024

    Dear Kisis *****:

    We appreciated the opportunity to review the details of buried service wire issues. We contacted the customer, and the *** was completed on 11/22 and confirmed with the customer. We are sorry for the inconvenience of the temporary line being laid and happy that it has since been buried. If you have any further issues, please let us know.

    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 inconvenience.

    Sincerely,

    ***** *.
    Brightspeed Customer Advocate

    CC: ***** *******

  • Initial Complaint

    Date:11/24/2024

    Type:Billing 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 disconnected my paid in full account on 11/23/2024 and has refused to restore, respond or dispatch to restore my paid for service.Please warn other consumers and businesses mnot to do business with Brightspeed!!

    Business Response

    Date: 11/25/2024

    November 25, 2024

    Dear Mr. ******* ****,

    I appreciate the opportunity to review the complaint that you submitted on November 24, 2024, regarding the service issues.

    I found that my director contacted you over the weekend and was able to have a technician out this morning to resolve the service issues as confirmed by you earlier this morning.  An account credit was also issued to the account effective today for the service inconvenience.  I have also emailed you directly with the credit amount and you can reach out to me directly with any questions.

    We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.

    Sincerely,


    ***** (****) U.
    Brightspeed - ***********************

    Customer Answer

    Date: 11/26/2024

     
    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. 

Brightspeed is NOT a BBB Accredited Business.

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