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Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/05/2024

    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 contacted Bright speed multiple times this year about service and was told a ticket would be put in to see about service. Then I finally recieved a paper mailings saying service available. I called and signed up. Charged $49 for first month. Told tech would be here November 5th between 8-12. 3 weeks after I signed up. On the 4th I recieved text and on the morning of the 5th saying appointment is still going to happen. At 12:10 I called Brightspeed and was told the appointment had been canceled by tech. There was no line to my home is why. I asked for a supervisor as I was told no one knew why or when this would be done. I kept being put on hold and no one would answer. I emailed in. Nothing. Finally called and canceled. Can you believe someone was able to cancel but couldn't explain why they can't install or when if they could it would be done.

    Business Response

    Date: 11/08/2024

    11/08/2024


    Re: *********** ******
    Complaint ID: ********
    Notice of Complaint Filed: 11/5/2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the delayed installation. This was due to needing additional information about the cable work needed to install the service. The customer has since cancelled the order. 

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 11/08/2024

     
    I am rejecting this response because:
    I called 3 times asking for a supervisor and was not permitted. They have plenty of notes. I was *** told a contractor had not done their work and had already waited 3 weeks for this appt. I had called this company before and spoke to them on 3 prior occasions about getting service and was told a ticket would be put in I would recieve a call. Never happened. Obviously their **** are not taking notes. 

    Business Response

    Date: 11/12/2024

    11/12/2024


    Re: *********** ******
    Complaint ID: ********
    Notice of Complaint Filed: 11/5/2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the delayed installation. This was due to needing additional information about the cable work needed to install the service. The customer has since cancelled the order. There is nothing further we can do as they are no longer a customer. 

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:11/05/2024

    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.
    Requested disconnect on 10/26/24. Spoke with 7 agents to verify status of order. Phone still active. Have been promised disconnect every time I called customer service. Agent tries to sell me additional services and one sent me quote for new bill amount.

    Business Response

    Date: 11/18/2024


    November 18, 2024


    Re: ****** Allen 
           Complaint ID: ********
           Notice of Complaint Filed: November 5, 2024

    Dear Kisis *****:

    Brightspeed appreciated the opportunity to review the details of your order issues. The account was sent to Order Excellence to have the account *************************** per the customer's request. The account was *************************** on 11/8. There will be no future billing on the account. If you have any further issues, please let us know. Brightspeed would like to apologize for any inconvenience that may have been caused.

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

    Sincerely,

    ***** *.
    Brightspeed Customer Advocacy


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


    Customer Answer

    Date: 12/18/2024

     
    I am rejecting this response because:Have credit balance on account after disconnecting service as of 10/24/24. Requested refund. Received **** stating had balance. **************** promised a refund

    Business Response

    Date: 12/20/2024


    December 20, 2024


    Re: ****** Allen 
          Complaint ID: ********
          Notice of Complaint Filed: November 5, 2024

    Dear Kisis *****:

    Brightspeed appreciated the opportunity to review the rebuttal details in the rejection compliant. There is showing a zero balance on the cancelled account. If there is a refund due to you it may take up to 30 days to receive. It will come via postal mail and depends on your local postal carrier.

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

    Sincerely,

    ***** *.
    Brightspeed Customer Advocacy


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


  • Initial Complaint

    Date:11/05/2024

    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 started service with them the tech came and just did a set up and left ... He did not explain anything to me. I immediately called and cancelled service and asked for my money back and it has been 3 months and every time I call customer service I'm hung up on or transferred back and forth.

    Business Response

    Date: 11/06/2024

    11/06/2024


    Re: ***** *******
    Complaint ***********
    Notice of Complaint Filed: 11/5/2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing refund. We were able to process the refund. 

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 11/06/2024

     
    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 so much
    Thank you. 

  • Initial Complaint

    Date:11/04/2024

    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 was approached by a salesman at my door in the evening of 9/12/24 about new fiber internet service. As of today there have been 3 service men to my house two drunk contractors who made a mess of my yard and still no internet service with no completion date expected. Everytime someone comes to my house I get a different apology with the same reason they cant finish the install but no follow through. I have had to call customer service and get ugly multiple times and every time I call I am told you already have our service. I do have Brightspeed but a cheap 40 mbphs paying $67 a month while I should have 1gig of service at $49 a month plus the $200 prepaid card I was promised. I have been lied to and lied to by this company and all I hear are excuses, this is unacceptable. Todays occurrence I was told that the competition cut their linesI am going to take this to the competition and ask them about it because that is who Im going for internet anyway. How dare these people come to my house at 6pm at night to sell me a product and still not deliver almost 2 months later with 3 techs and 2 drunks showing up to do nothing but rip up my yard yet another time(Brightspeed has dug up in the neighborhood 3 times prior to this event).

    Business Response

    Date: 11/13/2024

    November 13, 2024


    Re: ******* Mashburn 
          Complaint ID: ********
          Notice of Complaint Filed: November 4, 2024

    Dear Kisis *****:

    We appreciated the opportunity to review the details of installation issues.  After speaking with you, I am sorry we could not resolve to have your service installed by Brightspeed. I do understand your situation, though. I want to assure you that we are committed to improving our services to prevent such issues in the future. I hope you consider Brightspeed in the future as a means for your high-speed internet needs if they arise. Again, we apologize for the inconvenience caused by the missteps in your installation process.

    We appreciate ******* ******** for taking the time to contact the BBB to inform us about the matter. We understand that this was an extra step for you, and we respect your effort in doing so. We apologize for any issues caused by the experience and inconvenience.

    Sincerely,

    ***** *.
    Brightspeed Customer Advocate

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


    Customer Answer

    Date: 11/13/2024

     
    I am rejecting this response because:
    I was content with the phone call that was made to try to get me to come back to their company, of course I would never do that.  However in the phone call I requested that my yard be cleaned up and the line be taken away, it still is laying there, a big orange line that is meant to be buried underground.  This is a violation according to another source the way that it is just laying there.  This needs to be fixed immediately, without disturbing my new company service.

    Business Response

    Date: 11/18/2024

    November 18, 2024


    Re:  Bridgit Mashburn 
           Complaint ID ********
           Notice of Complaint Filed: November 4, 2024

    Dear Kisis *****:

    We appreciated the opportunity to review the rebuttal details in the rejection complaint. I sent all of your information to the Area Plant Supervisor in your area about your yard being in disarray, and someone should be contacting you about the cleanup. We understand the inconvenience this may have caused and we sincerely apologize for it.

    We are grateful for ******* ********** initiative in contacting the BBB to inform us about the matter. We understand the inconvenience this may have caused and we apologize for any issues you may have experienced.

    Sincerely,

    ***** *.
    Brightspeed Customer Advocate


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


  • Initial Complaint

    Date:11/04/2024

    Type:Sales and Advertising 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 canceled service on November 3rd 2024. Then I was charged ***** on 11/4 2024 to my credit card. I had to pay to start service. I don't believe I owe *****. I need your help to resolve this.

    Business Response

    Date: 11/07/2024

    11/07/2024


    Re: ****** ******
    Complaint ID: ********
    Notice of Complaint Filed: 11/4/2024

    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. The customer *************************** service on 11/02/2024. The last bill that she paid was for October - November. I spoke with the customer and she understood the charges.

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


    Sincerely,
    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 11/07/2024

     
    I am rejecting this response because:
    I'm wanting to see my billing statement because I believe I didn't need to be charged the ***** on November 4th. 

    Because I was never late or behind on my internet bill it was always paided using my credit card. 

    I canceled on November 3rd.  

    Please show me where the service was used before my payment was made. 

     

     

    Business Response

    Date: 11/12/2024

    11/12/2024


    Re: ****** ******
    Complaint ID: ********
    Notice of Complaint Filed: 11/4/2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing issue. The customer was charged on 11/04/2024 for the service period October - November. I attached screenshots of the bill showing the draft date and the bill service period.

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

    Customer Answer

    Date: 11/12/2024

     
    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:11/04/2024

    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.
    As we all know the storms hit our area on Sept 27. I am grateful for having minimal damage compared to so many and want to be clear I am not minimizing what those people are going through at all. That being said I have seen @Brightspeed out working on their new internet service in areas since the storm. I did not call @Brightspeed until almost 2 weeks after the storms the first time because I was thinking they had worse things to deal with probably. Now I have called at least 6 times total now. Each time I have been told "I'm sorry...Oh yes that is a hazard...this has been escalated...etc" I had 2 friends almost clothesline themselves on their motorcycles one night because it is so dark they couldn't see it until it was almost too late. The pole that is broken in half is connected to the power lines across the road so when it does let go it will likely sling shot that way and hopefully it doesn't hit a vehicle. That's a lawsuit waiting to happen. @Brightspeed did set new poles and when we asked about the prior service calls and then downed pole/line the response was "We don't do lines. We don't know about any calls. That's definitely a hazard and they shouldn't be down like that. They probably won't get to them for weeks because there are only a handful of customers out here." Seriously?! Wow!! @********************** employees speaking negatively about their customer service. Each time I have been told it was indeed a hazard and the ticket had been escalated including on Thurs Oct 17 when I spoke with a supervisor named **** who had me on hold for ***** min while he spoke with dispatch about the issue and again I was assured it would be taken care of . Still no @Brightspeed, no call... NOTHING!! Called again Oct 23 and had to go through all the info again with same promises and apologies. They would not let me speak with a supervisor, they said there is no local number to contact and assured me yet again it would be fixed the next day.Still down and still a hazard.

    Business Response

    Date: 11/14/2024

    11/14/2024


    Re: ******* *****
    Complaint ID: ********
    Notice of Complaint Filed: 11/4/2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the low hanging cable. Our technicians were able to make repairs and clear the driveway. 

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:11/04/2024

    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 called Brightspeed on 10/23/24 to inform them that my auto payment of $49.00 wouldn't go through on 10/24, because ****** my anti virus company, had fraudulently taken over $100.00 out of my bank account. I explained that I would get them payed in full within 2 days, and to please not discontinue my service. They said that all customers had 2 days after a failing auto pay, before disconnecting. They shut off my internet on 10/25, in the morning. I have called them everyday and sometimes twice a day starting on the 25th and tried to give them a payment. They give me the excuse that they are upgrading their system and can't take a payment from anyone..I know that's untrue. They have taken payments from friends of mine.Finally last Friday, 11/01 a service representative sent me a link and got my payment to go through. She said that I would probably have service, on that night. The agent also said that she escalated my ticket to her 'higher ***** in their IT department. They have my money and I still have no service. They told me to unplug my monitor and wait for *************************************** very soon today..I am still waiting. Another complaint I have with them is the $200.00 gift card scam they pulled on me in April 2024. They had a salesman come to my door selling their new fiber optic high speed internet. If I let them install it in my home that I would get a $200.00 gift card in the mail, after I payed for 3 billing cycles..I have paid for 6 billing cycles, since installation. I have called them about this gift card problem many times too and they tell me that I will receive an email from them within 5 days with a code..it never comes, ever. None of my friends have gotten their gift card either. So I guess this is a scam..I have been with CenturyLink/Brightspeed now for 30 years. I think that I deserve better treatment than this..I pray that you can help me. I am a disabled, senior citizen and a widow..I have no TV or internet . I am at a loss.

    Business Response

    Date: 11/19/2024

    November 19, 2024

    Dear ***** ****,

    I appreciate the opportunity to review the complaint that you submitted on November 4, 2024, regarding the service issues and the promotional gift card.

    I reached out to one of our back-office teams for review and received confirmation that your service is now working.  Regarding the gift card, these are handled for us by a third-party company and due to security issues, we cannot call them on your behalf as they will ask certain account and personal questions.  They ask that you contact them directly at your earliest convenience ***************), a new link for a virtual card or actual card can be issued by them.

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

    Sincerely,


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

  • Initial Complaint

    Date:11/03/2024

    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 former *********** customer who was transferred to ****************** automatically. I have had no luck accessing my account on your site or your app. I have tried to reset my password 3X today alone--one of those times was with the help of an online Chat agent, *****. ***** informed me that the errors I was seeing were due to problems on my end and not theirs. I have tried 3 browsers: Edge, Chrome, & Firefox. I have cleared my search **************** I downloaded the app. Nothing. Per ******* recommendation, I will now wait 24 hours to try it all over again. I requested a case number from *****...nothing. Brightspeed needs to do some serious internal evaluation of their tech. The site is junk. The app is junk.

    Business Response

    Date: 11/18/2024

    11/18/2024


    Re: Better Business Bureau (BBB)
    **** ****
    Complaint ID: ********
    Notice of Complaint Filed: 11/3/2024

    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding the billing website. Our IT team was able fix the issue and confirmed with the customer that the issue was resolved.

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


    Sincerely,

    **** *.
    Brightspeed Customer Advocacy

  • Initial Complaint

    Date:11/01/2024

    Type:Customer Service 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.
    Recently, i agreed to allow Brightspeed to upgrade my services ** ***** optic. The upgrade is scheduled for 11/04/24. On 10/31/24, my **************** was stopped despite my being current on my bills. I have called customer service several times and spoken to multiple representatives. Without exaggerating, I have spent several hours on hold only to be disconnected. Despite the representative asking for a call back number if I was disconnected, at no time did they call me back. When I did speak to a representative, I was given what could be politely called misinformation. I was shuffled between customer service and technical support. One representative told me the that the reason I did not have service was that the line had been cut prior to installing the fiber optic line. I asked him if my line was cut, how is it I was speaking to him on my home phone. He simply replied I dont know. Another representative told me that the reason I had no service was because they had to disconnect the service in order to dig up the old lines prior to installing the fiberoptic cable.I asked if they would repair my driveway after digging it up. I have tried calling, emailing and using their chat line without avail. I feel that Brightspeed is taking advantage of its situation as a state sponsored monopply to give poor customer service and fails to keep its end of the contract we have.

    Business Response

    Date: 11/11/2024

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


    November 11, 2024


    Re: *** *********
    22501926
    Notice of Complaint Filed: November 1, 2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. *********** internet and billing issues. Upon further review, his Brightspeed Fiber was activated on 11/4. He confirmed the service is working. I advised him if he has any billing or service issues in the future, he can reach out to me via phone or email, and I'll be more than happy to assist.

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


    Sincerely,

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


    CC: *** *********

    Customer Answer

    Date: 11/14/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint. I do not expect Brightspeed to overhaul their *************************** on the basis of one complaint, but they should be aware it is not serving their customers needs. I appreciate ********************* assistance in this matter and accept the resolution of my complaint.

    Thank you. 

  • Initial Complaint

    Date:11/01/2024

    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.
    Start date of 4/2023 starting in May 2023 I paid for 1gb of internet speed but have been receiving less than 500gb of speed. I tried to resolve this issue and brightspeed was blaming everything except themselves for the lack of speed I was paying for, but not receiving. I spend over 2-1/2 hours in their chat online to resolve this issue, but they could only pass the issue to someone else except their equipment. I have also filed a complaint with the ***.

    Business Response

    Date: 11/11/2024

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


    November 11, 2024


    Re: *** ******
    22501527
    Notice of Complaint Filed: November 1, 2024


    Dear Kisis *****:

    Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******** chronic internet service issues. Upon further research, our Repair Escalations Team tried reaching out to Mr. ****** to troubleshoot his internet issues and received no answer. Mr. ****** canceled his Brightspeed service as of 11/7.

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


    Sincerely,

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


    CC: *** ******

Brightspeed is NOT a BBB Accredited Business.

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