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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:11/19/2024

    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.
    Our account (open by my wife ******* who is the account holder) was being given a free upgrade in hardware/service, we went through the process to receive an upgrade and a reduction on our bill. When it came to the part for billing, we were told that we could not unless we went paperless and put a credit card on our account. We have been paying our bill via hard copy through the **** and have been faithful customers without missing a payment. Our choice as a consumer was to remain without putting a credit card on file as we feel our past reputation as good customers was good enough. When asked to speak to a supervisor, we were put on hold then told that we could not participate in the companies upgrade unless we have a card on file and not get a hard copy bill anymore. I also asked why they were willing to loose customers that did not want to have credit cards on file and wanted to remain having hard copy bills? They explained that those customers would no be getting any free upgrades to their service unless they conceded. At this point there was no new explanation on why, and instead of waiting another 45 minutes going nowhere in a conversation we ended the call.

    Business Response

    Date: 11/20/2024

    November 20, 2024

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

    I appreciate the opportunity to review the complaint that you submitted on November 19, 2024, regarding the fiber service upgrade and autopay/card on file requirement.

    I would like to apologize for any inconvenience, we sincerely appreciate you for being a customer.  Our new fiber upgrade services that you were offered have been designed as an autopay option only for the time being. If this changes in the future, we will be sure to advertise any changes as needed.   

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

    Sincerely,


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

  • Initial Complaint

    Date:11/19/2024

    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.
    My service went out and they will not repair unless I pay this fee upfront plus restore fees. I refuse. my bill was always paid in full and it should t have been interrupted. Weeks later I still got nowhere. They refuse to send me my bill. So I asked for weeks to cancel services. They refused. And magically my service was restored and Im still not able to get a bill. I want to cancel I dont want the service. They refuse. I think theyre trying to rack it up and send to collections. But refuse to take payment every time I call they say I owe zero. Thats not possible. Ive now had internet back on for at least 3 months no bill but they refuse to take payment or cancel. Ultimately I want to cancel their customer service is AWFUL. Im not paying anything either at this point its ridiculous.  

    Business Response

    Date: 11/22/2024

    November 22, 2024


    Re: Aryanna Zink 
          Complaint ID: ********
          Notice of Complaint Filed: November 19, 2024

    Dear Kisis *****:

    We appreciated the opportunity to review the details of billing issues. As you requested, I sent your account to the Order Excellence team and closed it. It was successfully canceled on 11/20. No further billing will be acquired on the account, which currently has a zero balance.

    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. Please be assured that we are committed to ensuring your satisfaction and will continue to improve our services based on your feedback.

    Sincerely,

    ***** *.
    Brightspeed Customer Advocate

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


  • Initial Complaint

    Date:11/19/2024

    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.
    Our phone has been out since nov 4th and they are saying that they would be out on the 11th to fix it. Its a gray box down the road that has had many issues. I have sent text and mails multiple times with no results. Today I finally spoke to someone, and they would be out here December the 19th. This is ridiculous.

    Business Response

    Date: 12/02/2024

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the no dial tone issue. The customer has a technician repair ticket that is due 12/12/2024. Once that completes I will follow up.

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:11/19/2024

    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 have been without landline phone service since late August. I first called Brightspeed September 9, 2024, to report the problem and have it repaired. I have gotten repeated appointments scheduled, with almost daily text messages moving the appointment to the next day or the next week, however it never gets repaired. On November 18, over two months after first reporting this problem, I received a message that someone would come between 9:30 am and 1:30 pm. No one came. At 4:03 I received three texts. The first stated that the technician was on his way. The second said he had arrived. The third stated that the service had been completed. No one ever came, nothing has been repaired. I called yet again, but was unable to find out more information or explanation as to why this has taken place. Their only suggestion was to start over again. It is crucial that I have this landline since cell phone service in my rural area is very unreliable, and almost non-existent indoors. I have a record of all calls I have made, texts received, and other related information. Any help will be greatly appreciated.

    Business Response

    Date: 11/25/2024

    November 25, 2024

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

    I appreciate the opportunity to review the complaint that you submitted on November 19, 2024, regarding the service issues.

    I reached out to our technical support team for review and customer contact.  The original pending dispatch was escalated and worked by our technician on November 21st.  The technician was able to resolve the service issues as confirmed by you with them. Credits have also been issued for the service downtime.

    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: 11/25/2024

     
    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:11/18/2024

    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.
    On October 30, I created a ticket for my 80-year-old parents. Their phone, ************, was not working. The first available appointment was today, November 18. The technician never came to their house, never communicated with them, and closed the ticket. I chatted with Brighspeed 3 times today to get a status **********, I have no appointment, and they have no service. This is the second complaint I've filed - I want my parents' phone fixed and their bill prorated for time without service.

    Business Response

    Date: 12/02/2024

    December 2, 2024


    Re: ****** ***** Jr 
          Complaint ID: ********
          Notice of Complaint Filed: November 18, 2024

    Dear Kisis *****:

    We appreciated the opportunity to review the details of repair issues.  Once received, I sent it to repair, and a service technician was assigned for repairs on 11/27. The technician repaired a damaged cable pair at the home, restoring the service. An out-of-service credit was applied to the customers billing for one month of service. Please be aware that it may take up to two billing cycles for the credit to be reflected. Brightspeed is committed to providing quality service and we apologize for any inconvenience that may have been caused during this incident.

    We appreciate ****** ***** ***** taking the time to contact the BBB to inform us about the matter.  We sincerely regret any inconvenience this may have caused and assure you that we are continuously working to improve our services.

    Sincerely,

    ***** *.
    Brightspeed Customer Advocate

    CC: ****** ***** Jr

    Customer Answer

    Date: 12/03/2024

     
    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:11/18/2024

    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 have bright speed as my internet provider.Almost monthly the internet goes out, when you call to try to get up with Tech Support No one ever answers.If you call and request new service you get to speak with a live person. They always tell you It'll be some 30 days before a technician can come out and check the issue.They have your money but provide a very poor ********** has been explained to them that the issue is not at the home. The issue is up-and-down highway at the telephone boxes that are destroyed and the wires are exposed to the elements of the weather.

    Business Response

    Date: 12/02/2024

     December 2, 2024

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

    I appreciate the opportunity to review the complaint that you submitted on November 18, 2024, regarding the internet service issues.

    I reached out to our technical support team for review and customer contact.  I found that a modem was ordered and delivered via *** on November 26th.  The service now shows itself to be authenticating well.

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

    Sincerely,


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

  • Initial Complaint

    Date:11/18/2024

    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.
    Our fax line goes out about every month. It takes all day to get someone on the phone. All of their **** are from the ***********. They dont even know what a fax line is. The charge us consistently for a service that does not work. It takes days or weeks to get a technician here & then it goes out again. It takes so long to get in touch with them and then they only want to give us credit for a day or two. We work from home and need to be able to receive faxes for personal and when we work from home.

    Business Response

    Date: 12/02/2024

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


    December 2, 2024


    Re: **** **** ****
    22573498
    Notice of Complaint Filed: November 18, 2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ****** chronic issues with her fax line. On 11/22, our technician repaired the cable after discovering a short in the line and trouble with the fax machine. 

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


    Sincerely,

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


    CC: **** **** ****

  • Initial Complaint

    Date:11/18/2024

    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.
    Dating back to July 2024 this company has failed to provide service on phone lines that are to contact emergency personnel. We have 4 lines connected to elevators and fire alarms that are to alert emergency personnel of an emergency, but these lines have been down since July. We call to get a tech out and we are told we need to know which line is having issues before they will send a tech. We tell them to put in a ticket for all 4 lines after being on the line for over 2 hours finally we have a date but its 3 weeks away in December. This is completely unacceptable and when we requested a refund dating back to July we are told they can only refund up to 30 days. Totally and completely unacceptable. This business is horrible and not to mention being on the phone with them for over 2 hours but they all sound Indian and make you repeat yourself over and over again and have so much background noise that you have trouble understanding them.

    Business Response

    Date: 12/02/2024

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the no dial tone issue. The customer has a repair ticket that is due to be completed on 12/02/2024. I will follow up once the ticket completes.

    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: This is a literal life or death matter as the lines of communication that you are to provide to the emergency personnel do not and have not been working. the residents of this HOA have to be on fire watch and contact the authorities themselves because the phone lines that your company provides haven't been working and you say the soonest you can get a tech out is a month out. That is beyond unacceptable and poor customer service. I'd be ashamed of working for a company like that. 

    Business Response

    Date: 12/13/2024

    December 13, 2024

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

    I appreciate the opportunity to review the complaint that you submitted on November 18, 2024, regarding the service issues.

    I found that our technician was able to make repairs which shouldve resolved the service issues.  Credits have also been issued to the account for any service downtimes.  Please feel free to 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,


    **** *.
    Brightspeed - Customer **************

    Customer Answer

    Date: 12/16/2024

     
    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:11/18/2024

    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.
    Our phone and internet was struck by lighting nov 4th. We called and we were told a tech would show up the 10th, no tech. We called and they said it would be the 13th, no tech. We called again and now we are told December 16th, which is more than 40+ days of no service. On top of not getting service, we would be expected to pay. When we call the techs they keep hanging up on us. They promise to call us back, never do.

    Business Response

    Date: 11/21/2024

    11/21/2024


    Re:  *** ********
    Complaint ID: ********
    Notice of Complaint Filed: 11/18/2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the phone and internet. Our technician was able to make repairs restoring both services. I confirmed with the customer the issue was resolved. 

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:11/17/2024

    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 cancelled my service and requested that they mail me a return label so I can return their modem without being charged $150.00 for not returning it and all they will do is give me a qr code or I have to print off the return label which I don't have a printer and I have no car to take me to a *** store which the closest one to me is an hour away. All I ask is for is to have the return label mailed to me so I can return their modem to them .

    Business Response

    Date: 11/18/2024

    November 18, 2024

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

    I appreciate the opportunity to review the complaint that you submitted on November 16th regarding the modem return label request.

    I found that a label was ordered on 11/17 and should arrive no later than 11/19.  I have also sent you a direct email, please let me know if you dont receive it so that I can address.

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

    Sincerely,


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

    Customer Answer

    Date: 11/19/2024

     
    I am rejecting this response because:
    I contacted Bright speed again and they still will not mail me a return label and expect me to have a printer to print one off or expect me to have a vehicle to drive an hour away just to return it they don't seem to take in consideration that not everyone has a printer and not everyone has a car i tried to play nice and I'm not going to be charged $150.00 for not returning the modem when I have been trying to get it returned. This company should lose its license to even be in business. 

    Business Response

    Date: 11/19/2024

    November 19, 2024

    Regarding the recent rejection.

    I spoke with Mr. ******* this afternoon, and we are just waiting for the US mail to deliver the label.  Mr. ******* had my direct contact information as needed. 


    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: 11/19/2024

     
    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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