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:08/27/2025

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

• 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.

  Internet has been out for 2 weeks without resolution - keep getting foreign techs that give no advise or resolution.

  Business Response

  Date: 09/02/2025

  Good Afternoon,

  Regarding Complaint ID ******** for ******* ******, there is a fiber cut causing a service interruption. Per repair ticket NOC0177670, they expect to have the service restored today, 9/2/2025.

  Sincerely,
  ****** *.
  Brightspeed Customer Advocate
  
  

• 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.

  On Aug. 21, 2025, I found out that I was unable to obtain contact with 800 numbers. I buy through *** through ****** *******. There are 2 HSN numbers that I call for the ****** *******, Procap vitamins. I waited until 3 days and called back on a Saturday. They tell me it has been fixed and I said no it is not fixed. Then they said it is a programming problem. I waited Sunday and called them on Monday and I escalated it to a supervisor. I talked to a supervisor and they said they traced everything out and said there was an outage. They said it was a ******* problem on 800 numbers not begin able to call out - HSN 1: ************** and HSN 2: **************; and the ******* number is **************. I called ***, the sister company of ***, and got right through. I am in to Wednesday and have not heard anything back. I don't want to get a cell phone or internet. I would like for them to fix this problem and to have my service restored.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  
  Re:      Better Business Bureau (BBB)
              ****** *******
  Complaint ID: ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear ****** *******:
  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, ****** *******, regarding not able to call certain numbers. We will investigate further and issue an internal repair ticket.
  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: ****** *******
  CC: Better Business Bureau

• Initial Complaint

  Date:08/27/2025

  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.

  We were customers of ******************. The service, internet and land-line phone, went completely out on 6/4/25 and they never restored it - even after many calls to their customer service ***** We went with another provider after that. Brightspeed admitted they owed us a $203.89 credit for that. They said: "We will mail you a check for that amount within 30 - 45 days." It has been 82 days since we lost service from them, and we still have not gotten that refund they promised us!

  Business Response

  Date: 09/10/2025

  
  September 10, 2025
  
  
  Re: **** Allen 
  Complaint ID: ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of refund issues.  I have requested that your funds be released directly from the refund department. It does take up to 30 days for processing and delivery so please allow that time. I can keep you posted if you like on the timeframe.
  

  We appreciate **** Allen  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: 09/10/2025

   
  I am rejecting this response because:  It has already been over 90 days, and they said it would take 30 - 45 days to send the refund.  Now, they make it sound like they are just now being made aware of the problem and it will be another 30 days - I'm not buying it.  I think they are shalling, but we will see if we ever get the refund at all!
  
  

  Business Response

  Date: 09/12/2025

  
  September 12, 2025
  
  
  Re:**** Allen 
  Complaint ID ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Once an account is discontinued, it goes in a waiting period of 2-3 billing cycles before a refund is released. Your account was closed on 6/23/2025. WE are now in the final billing cycle. The request has been sent to the refund department and will be released within 7-10 days. Please allow time for processing.
  

  Again, we appreciate **** Allen  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
  

  
  

  Customer Answer

  Date: 09/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is somewhat satisfactory to me - I will believe it when I ever get the check!
  
   
  

• Initial Complaint

  Date:08/27/2025

  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.

  On July 6, 2025 residential internet service was cancelled at ************************************** resulting from a move in which Brightspeed did not provide service at the new residential address. The new forwarding address of ******************************************* was provided during the initial cancellation request and has been provided three separate times thereafter over the course of two months. Between the time of cancellation through present, I have received multiple email notifications of an outstanding balance, yet have not received an itemized bill. Brightspeed has failed to mail an itemized bill to both the service address and the forwarding address upon both cancellation and verbal request. In addition to, resulting from account closure, no online account access is available, therefore my ability to retrieve or view an online billing statement does not exist. I have reached out to Customer Support at ****************** no less than four (4) separate times over the past two months requesting an itemized bill and have NOT been provided such. On the other hand, I have been asked to pay the outstanding balance which includes multiple late charges resulting between cancellation and present. In summary, Brightspeed is attempting to collect on an account without providing a billing statement or record on the account while also continuing to add on late fees and penalties resulting from the denial. Brightspeed is attempting to collect through unfair and deceptive billing practices while failing to validate a debt, all in bad faith.

  Business Response

  Date: 09/10/2025

  September 10, 2025
  
  
  Re: ******* Stafford 
  Complaint ID: ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of adjustment issues.  I have reviewed the account and adjusted the late fees for a total of $44.00 that will be included on the 9/23/2025 billing statement. The final bill will be sent out within 2-3 billing cycles of the account closure.
  

  We appreciate ******* Stafford  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: 09/10/2025

   
  I am rejecting this response because:
  
  My monthly bill through Brightspeed was in the amount of $33.00 per month after fees and taxes. My account was at a zero balance at the time of disconnect and no balance was due. The amount due should not exceed one full month of service. There were also no equipment fees incurred as no equipment was leased.

  $44 exceeds one full month of service and disconnect was prior to one full month. 
  

  According the last two representatives from Brightspeed, the account has a zero balance and no bill can be provided. 
  

  I request my account be re-reviewed for accuracy and a bill be provided within 5 business days otherwise this will be turned over to Consumer Affairs as well. 

  
  

  Business Response

  Date: 09/12/2025

  September 12, 2025
  
  
  Re:******* Stafford 
  Complaint ID ********
  Notice of Complaint Filed: August 27, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I have reviewed your account and the final billing should be coming to you with a credit balance of $18.42. The refund will be sent to you directly once processed. We are sorry for the inconvenience.
  

  Again, we appreciate ******* Stafford  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: 09/12/2025

   
  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:08/26/2025

  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 have called BrightSpeed multiple times to bury a internet line that has been in my yard for the last two months. I finally found a person who was able to understand the issue and Brightspeed was supposed to bury this line two weeks ago. To date the line has not been buried.

  Business Response

  Date: 09/08/2025

  Thank you for contacting the Better Business Bureau regarding this matter.
  
  Following our review, I spoke with Ms. ********* ****** and confirmed that her request to have the cable buried will be escalated for expedited handling. She has also been provided with my direct contact information should she have any additional questions or concerns.
  
  Brightspeed sincerely apologizes for the inconvenience and any frustration this situation may have caused. We appreciate your patience and the opportunity to resolve this issue.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate

• Initial Complaint

  Date:08/26/2025

  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.

  I have internet service with bright speed internet and I've had it for a few years now the first year was okay ever since then it has went to c*** it's out every other day buffers it's slow sometimes out for days on end you call customer service you get somebody from a foreign country you can't hardly understand what they're saying you get irritated with that and then they tell you you got a technician coming and you sit here take a day off work and sit here and wait for him and they never show they get it send you an email saying that the technician's here your service has been fixed and you've never seen the technician services still the same way as it was before. Told it would take a month before a technician could get to you to fix your service so you're supposed to go without service for a month the customer service end of this is just as poor as the service is itself but I would not recommend brightspeed internet to anyone they have no business even being in business because their internet service rated from one to 100 is a zero.

  Business Response

  Date: 09/02/2025

  Good Morning,

  Regarding Complaint ID ******** for ****** ******* *** I wanted to let you know I have requested an expedited repair and am just waiting for the new due date for WOT2671550.

  We appreciate ****** ******* ** for taking the time to contact the BBB to inform us about the matter. We apologize for any issues due to the experience and inconvenience.

  Sincerely,
  ****** *.
  Brightspeed Customer Advocate