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:07/08/2025

  Type:Order 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.

  Paying for service and not getting g said service. Service has been out for 10 days and they will not fix it.

  Business Response

  Date: 07/22/2025

  BBB of **********************************
  **********************
  ******************
  
  
  7/22/25
  
  
  Re: *** ******
  23572867
  Notice of Complaint Filed:7/15/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a delay in repair time for Brightspeed services.

  We did find that the last ticket on the account was cancelled due to a reported outage. 

  Upon review, we found the account has an order to disconnect as of 7/9/25. The order is due 7/29/25. 

  I attempted to reach out with no response. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:07/08/2025

  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.

  The landline phone at this address has been working for less than 5 weeks out of the past 12 weeks. Brightspeed has been contacted repeatedly and they give dates of up to a month out for repair. I have been calling both brightspeed and the *************************** who has also tried contacting Brightspeed without success. My parents are 79 years old and have health issues. They dont have any other way of communicating in case of an emergency. They need their phone fixed and brightspeed does not care!

  Business Response

  Date: 07/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/22/25
  
  
  Re: **** ******
  23572413
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding repair delays for Brightspeed services.

  This issue was actually handled by our PUC team, prior to the receipt of this BBB complaint. 

  The dispatch was escalated and the field has reported a repair to a bad section of cable. 

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

  
  

  Customer Answer

  Date: 07/24/2025

   
  I am rejecting this response because: The phone line still has not been repaired. The phone still can't make or receive calls. My parents still are unable to call anyone in case of an emergency. I want BrightSpeed to FIX the phone! Every time the **** contacts them they have 10 days to respond. My parents phone has only worked TEN days out of the past THREE MONTHS! This is unacceptable. The only answer I will accept is a repaired phone line!
  
  

• Initial Complaint

  Date:07/08/2025

  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.

  Company came back into our community and installed fiberoptics without permission. This is not a neighborhood. The whole neighborhood and land is owned by 1 company. When they did this, they smashed through many sewer lines. We are now fixing our 2nd sewer due to the fiberoptics being shoved through the ground without them flagging where the sewer was. I try to call and no one will patch me through to the correct person to speak with. There is no number listed for the corporate office that doesn't go directly to customer service where they won't help me. they literally just hang up.

  Business Response

  Date: 07/22/2025

  July 22, 2025 
  
  Re:    Better Business Bureau (BBB)
             ********* ********
             Complaint ID / Rejection: ********
             Notice of Complaint Filed: July 8, 2025
  
  Dear ********* ********,  
  

  Thank you for contacting the Better Business Bureau regarding the reported property damage to your sewer line. We have attempted to reach you via phone at **************;however, we were unable to leave a voicemail as the mailbox is full. An email has also been sent to ************************** regarding this matter. To proceed, we recommend contacting our claims partner,********, at ************** to initiate a new damage claim.

  We appreciate your time and the opportunity to assist you.Please note that our findings have been formally submitted to the BBB repository within the required response timeframe.
  

  Brightspeed sincerely apologizes for the inconvenience and any frustration this experience may have caused.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ********* ********
  CC: Better Business Bureau

• Initial Complaint

  Date:07/08/2025

  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.

  No servce since June 24,hav called several times,requested disconnected July 2,it's now July 9 and artillery not done,

  Business Response

  Date: 07/17/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/17/2025
  
  
  Re: ******* Garden
  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. The customer *************************** the service on 7/02/2025. The order did not complete correctly. We were able to resolve that issue and disconnected the account. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/17/2025

   
  I am rejecting this response because:
  I am being billed for June 25 to july,4,my internet service was down,I should get a refund check for the days that I didn't have service in June, July 1 and 2nd  I shouldnt be billed,I Don  know  what there problem is,you get a different story from them every time you talk to them.

  Business Response

  Date: 07/21/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/21/2025
  
  
  Re: ******* Garden
  Complaint ID: ********
  Notice of Complaint Filed: 7/08/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the credit for the down time. The bill was processed prior to the disconnect. The balance was $7.67 and I issued a credit to clear that balance. I also issued a credit for the down time in June for $15.10. The balance of $15.56 will be mailed to the billing address within 45 days of the last billing period which is 7/31.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy

  Customer Answer

  Date: 07/21/2025

   
  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. Can this check have my name **** *********** on it.thank you for your help
  

• Initial Complaint

  Date:07/08/2025

  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.

  What is going on with this joke of a company? Phone is out, internet out since yesterday at 4pm. Recording says won't be back in til 5:52 today. That's 24 hrs without a landline and my cell doesn't work at home. I am sitting in my car writing this. My town has repeated outages over the past month with inability to call out on landline or else internet not working. The last time I contacted this so called company it was going to take over a week to get anyone to come to my home to do a repair. I also called the escalation line and left a message with NO REPONSE. I am tired of this company and it's unreliable services. I work from home and am not able to do my job today. I am going to switch to the local fiber company once or IF my phone and internet ever come back later. I have had enough. You can change your name over and over bit your terrible service and terrible customer service remain horrid.

  Business Response

  Date: 07/22/2025

  July 22, 2025
  
  
  Re: ******** Price 
  Complaint ID: ********
  Notice of Complaint Filed: July 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of outage issues.  The tech date was moved up to 7/21. Credits have been applied to your account and will be posting on your next billing cycle.
  

  We appreciate ******** Price  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: 07/22/2025

   
  I am rejecting this response because:
  1. You sent a technician to my home on 7/21/25 with no notice, I informed you that I was experiencing issues with my landline. The technician showed up and stated that he was told he was here to fix my internet which was working. He did not do any work on my line,  you are not telling the truth, there was NO WORK done on 7/21/25. I did not allow him to disconnect my internet or phone because I need both to do my job and again I was not given notice so that I could let my supervisor know that I was unable to work. The noise on the line continues each time it rains, I am not able to use my landline without hearing noise and interference. He told me to let you know and that someone would need to come on another day to look at phone line, AND THIS TIME I WOULD LIKE A TEXT OR CALL BEFORE THEY JUST SHOW UP AT MY DOOR. THERE IS STILL NOISE ON MY LANDLINE.

  2. I left at 3 messages on the escalation line, and also responded to an email from **. No response.  This could have resolved had you communicated better with me.

  3. I will wait to see if my bill is adjusted, you promised a month of free service and again because I do not trust this company I am not accepting your response.

   

   

  Business Response

  Date: 07/26/2025

  July 26, 2025
  
  
  Re:******** Price 
  Complaint ID ********
  Notice of Complaint Filed: July 8, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Your case has remained open as per your request and ** is looking further into the matter.
  

  Again, we appreciate ******** Price  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: 07/27/2025

   
  I am rejecting this response because:
  Right now my internet and landline are out AGAIN after a storm. I am on hold with tech support going in 15 minutes with no answer. I am not accepting any resolution due to the difficulty I had during previous incident with exact same problem. I cannot go without a phone for more than a day let alone 3 days like last time. Right now until current issue as of Sunday 7/27/25 is resolved, I am keeping ticket open. I am not pleased with having to wait on hold this long! 

• Initial Complaint

  Date:07/08/2025

  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.

  we canceled our service a year ago they keep sending emails that payment is due . Even though we have not had them in almost a year. now they are sending collections emails after they took money out of our account and we put a stop to it. They have taken about 150 in total after we canceled. Out account is closed so we cant even update anything online and when we reach out we just get told the back office will review it and reach out and we get nothing. this company needs to be shut down and criminal charges

  Business Response

  Date: 07/22/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/22/25
  
  
  Re: ***** ******
  23570553
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding billing and charges after the account was ***************************.

  We are still waiting to hear back from this customer from an email sent on 7/17/25 to ******************* There was no account information in the BBB complaint and the address is pulling for a completely different name. 

  Mrs. ****** if you could please advise of a different email to verify this information so that we can escalate to our Financial department.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/08/2025

  Type:Order 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.

  No internet for over 8 weeks. Refused refund. After cancellation of service they continue to make debits against our checking account. Refused to send email confirmation of account closure. Absolutely the worst customer service possible. Multiple texts and calls and confirmation that the problem was not at our residence. We obtain service from another company.

  Business Response

  Date: 07/22/2025

  
  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 22, 2025
  
  
  Re: *********** *********
  Complaint ID: ********
  Notice of Complaint Filed: July 8, 2025
  
  
  Dear Kisis *****:
  

  Brightspeed has reviewed the BBB complaint regarding the customers service cancellation and refund request. We have made multiple attempts to contact the customer via phone and email to support our ongoing investigation. Brightspeed remains fully committed to resolving this matter and maintaining consistent communication throughout the process. We sincerely apologize for any inconvenience the customer has experienced and appreciate their patience as we work toward a resolution.
  

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: *********** *********
  CC: Better Business Bureau

  
  

• Initial Complaint

  Date:07/08/2025

  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.

  Our brightspeed internet has been down for a month now. Multiple, daily phone calls only end with absolutely nothing accomplished. In JUNE, they gave us a tech appointment date of August 26th. We explained to them that the wire is down, laying from a tree to our lawn, but they don't seem to care whatsoever. Yet we are expected to continue to pay for a service we aren't receiving, and practically begging to have fixed. Every single call is attitude, run arounds and being hung up on. EXTREMELY rude and unprofessional. We have no other internet company options at this time, so we are stuck. This is affecting my entire household. Our security cameras are all down, online classes are impossible, etc.

  Business Response

  Date: 07/21/2025

  BBB of ***************** and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  July 21, 2025
  
  
  Re: ******* ********
  Complaint ID: ********
  Notice of Complaint Filed: July 8, 2025
  
  
  Dear Kisis *****:

  Thank you for contacting the Better Business Bureau regarding the reported internet outage. A new service ticket, WOT2415328, has been expedited, with repairs scheduled for completion by July 24, 2025. We remain committed to closely monitoring the resolution process and maintaining consistent communication with the customer throughout. We appreciate your patience and understanding as we work diligently to restore service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  **** *****
  Brightspeed Customer Advocacy
  
  
  CC: ******* ********
  CC: Better Business Bureau

  
  

• Initial Complaint

  Date:07/07/2025

  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.

  My internet has been out for more than a week along with my neighbors and Brightspeed will NOT come and fix it, something about the contractor they hired. They need to start compensating people like me for disrupted service!! Thank you for attention about this matter, **** ********

  Business Response

  Date: 07/13/2025

  BBB of ***************** and Western N.C. 
  ***************************;
  ********, ** 28105 
  July 13, 2025 
  Re:2Mark ********
  23566215 (complaint id) 
  Notice of Complaint Filed: July 07, 2025 

  
  Dear Kisis *****: 
  Brightspeed appreciates the opportunity to review the BBB complaint regarding The internet being down by ************ I Talked to **** and confirmed the service is working. Multiple people were in an outage and the modem was replaced by technicians that came out. The bill has been adjusted for service charges by 69.00.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience. 
  
  Sincerely, 
  ******* *.
  Brightspeed Customer Advocacy 
  CC:?**** ********

• Initial Complaint

  Date:07/07/2025

  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.

  My fiber aerial line was severed during a storm on 6/30/25. I contacted customer service three times and was never given an answer as to when a technician would be dispatched. I then filed an escalation form which was replied to on 7/5/25 and the representative acknowledged their initial response was unacceptable and they would address the issue. However, they have since been unresponsive after multiple follow **** This level of customer service is literally the worst I have ever experienced. I have never filed a BBB or FCC complaint before, but since being a Brightspeed customer, I've now done both. The cable is a safety hazard in my yard and needs immediate attention. It's unacceptable a technician has not been dispatched for nearly a week.

  Business Response

  Date: 07/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 7, 2025
  
  
  Re: ******* *****
  23565208
  Notice of Complaint Filed: July 7, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******* outage concerns. Following a thorough investigation, Brightspeed has identified that the service outage in ******** is the result of a fire that caused damage to network infrastructure in the area. Restoration efforts are currently underway, and the team is working diligently to resolve the issue as quickly as possible. At this time, there is no estimated time for service restoration. Brightspeed will continue to share updates via its official social channels and encourages customers to monitor those platforms for the latest information.
  
  In addition to ongoing restoration efforts, Brightspeed issued a service outage credit in the amount of $65, 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: ******* *****

  Customer Answer

  Date: 07/07/2025

   
  I am rejecting this response because:
  Theres a severed cable in my yard. A widespread outage is irrelevant. I need the cable repaired and not hazardously laying in my yard. Its not complicated.

  Business Response

  Date: 07/16/2025

  BBB of Southern Piedmont and Western N.C.
  **********************
  Matthews, NC 28105
  
  
  July 16, 2025
  
  
  Re: ******* *****
  23565208
  Notice of Complaint Filed: July 7, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******* outage concerns. Following a thorough investigation, Brightspeed has identified that the service outage in ******** is the result of a fire that caused damage to network infrastructure in the area. Brightspeed is aware of the concerns, and contractors are working to complete the repairs as soon as possible.
  
  In addition to ongoing restoration efforts, Brightspeed issued a service outage credit in the amount of $65, 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: ******* *****