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:07/04/2025

  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.

  My internet started having issues 2 weeks ago. It went out shortly after. After many calls, they scheduled a technician to come out on 1 July. After waiting all day, he did not show up or call. I got an email the next day saying I was rescheduled for 15 July. I should not be placed at the back of the line because they had a logistics issue (the tech truck supposedly broke down). I called back and talked to a supervisor and manager. Neither would assist in moving up my appt. They are the worst ISP I have ever dealt with.

  Business Response

  Date: 07/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 8, 2025
  
  
  Re: ******* *********
  23557098
  Notice of Complaint Filed: July 4, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******** repair concerns. Following a thorough review of the ************************** confirmed that a duplicate *** complaint has been filed by Mr. ******* 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 Mr. **************** Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ******* *.
  Brightspeed Customer Advocacy
  
  CC: ******* *******

• Initial Complaint

  Date:07/02/2025

  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.

  1. I had a credit balance on the bill with Brightspeed dated 5/22/2025 and it said. No payment is due, but on the 6/22/2025 bill, they used the services amount from last month and said I didnt pay the bill and tacked on a late fee of $20. Then, I got a notice they would disconnect service if I didnt pay a past due amount that I dont owe. Also, they are threatening to disconnect the wrong phone number. They list my cell phone number on the disconnect form and not the number I have with Brightspeed. 2. I called to straighten it out and the first billing *** made fun of me and then hung up. 3. The second billing person was nice, but I got nothing in writing saying she had fixed the bill and I didnt yet realize they are threatening to disconnect my cell phone and not my home phone. 4. I have overpaid on two bills because they send bills and I have paid by check. They hold it for two weeks, thus making my bills appear to be late. Now, they apply the credit and say dont pay, but then dont apply the remaining credit and try to claim I didnt pay. Something is very wrong with billing. 5. The phone number I use and gave you is my cell phone. The phone number I pay Brightspeed for is not my cell phone. They cant disconnect my cell phone.

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/3/25
  
  
  Re: ********* ****
  23551073
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a billing concern that was threatening to lead to suspension/disconnection of the services.

  Upon review, it looks like Mrs. **** made contact with one of our billing representatives and resolved this the day before the receipt of this complaint. A fee of ***** was waived and the account corrected with the next bill due on 7/18. 

  We have reached out to verify if this is the case and left a voicemail. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:07/01/2025

  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.

  Complaint Summary:Prolonged internet outage and poor customer service with no communication from Brightspeed despite multiple calls and escalation attempts.Full Complaint Description:Ive experienced an internet outage for several days (modem solid red since 6/28/25), and despite contacting Brightspeed four times, I received no proactive communication or resolution. I finally called again on 7/1/25 and spent 1 hour and 40 minutes on the phone with support and a supervisor named ******.A support ticket (Outage ID: *********** was only submitted during this fourth call something that shouldve happened much earlier. ****** confirmed the outage was widespread but provided no concrete solutions. I had to repeatedly ask to file a complaint, request an update, and explain that no notifications (text/email) were sent regarding the outage.I also had to request documentation to provide my employer, as I work from home. Only after 1 hour and 35 minutes was a brief text finally sent confirming the outage and giving an ETR of 07/02/25 at 5:00 PM. This minimal communication is not acceptable, especially for those who rely on Brightspeed to work remotely.Brightspeed has failed in areas it can control:Failing to send outage notifications Not creating tickets in prior calls Poor internal follow-through Repeated delays and lack of escalation paths No system in place to inform customers of estimated restoration times unless they call Im requesting:A formal apology A credit or reimbursement for the days without service That Brightspeed adopt industry-standard practices for outage communication (email/text alerts)Confirmation that my complaint has been officially documented internally Thank you for your help resolving this matter.Desired Outcome:Compensation for service interruption Internal complaint acknowledgment Process improvement for communication during outages

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/03/2025
  
  
  Re: ***** ******** ********
  Complaint ID: ********
  Notice of Complaint Filed: 7/01/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the internet outage the concerns with our notifications. Our technicians have restored the internet service. ***** ******** ******** confirmed that the service was restored. We also discussed the notifications.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/28/2025

  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.

  Bad service/ no service and for the last three years have consistently said they would add an adjustment, I have never received one. Usually lose service for a few days each month so I never followed up, this month internet has been down all month not only are they continuing to bill full amount but wont answer calls and when they do they conveniently lose connection. Their pricing and availability in our area has everyones hands tied being the only option without satellite. But now they are charging full months without service and I cant even talk to anyone about dropping service. Last person I talked to said no adjustments can be made until service is restored but they are still billing and no estimated time to fix their issues. Multiple people in our community are going through this please help

  Business Response

  Date: 07/12/2025

  July 12, 2025
  
  
  Re: ******* Campbell 
  Complaint ID: ********
  Notice of Complaint Filed: June 28, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After review of the account, I see that it has a disconnect pending. There has been a credit applied to the account already for the out of service time..
  

  We appreciate ******* Campbell  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: 07/12/2025

   
  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:06/28/2025

  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 established service 06/21/2025. I hasnt been working 90% of the time. Ive been told countless lies for the reasoning. Now its an on going outage that has missed every estimated fix. Currently the last estimate is that it will take another 4 days. The customer service agents will not provide any information on the cause for this outage nor can they even convert time zones correctly to give an estimate. The service is atrocious. The fact an outage for an ISP is listing a 4 day recovery time is unheard. Its even worse that the outage doesnt list a reasonI want this fixed. Ill cancel this service before I wait an additional 4 days. And your agents should see the reasoning for an outage. It shouldnt be blind estimates.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  Re: Better Business Bureau (BBB)
  ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: June 28, 2025
  
  Dear ******* *****,
  
  Brightspeed has completed its review of your recent Better Business Bureau (BBB) complaint concerning the internet outage that began shortly after service activation on June 21, 2025. Our records confirm there was a widespread service outage (ID: ********* impacting multiple customers due to a traffic interruption on our central office device. We are pleased to inform you that the issue has since been fully resolved. As your first month of internet service was offered as a promotional free period, credit will be applied to your first billing invoice to reflect the days affected by the outagefrom June 21 through June 29. If you have any further questions or require additional assistance, please dont hesitate to reach out. Our investigation findings have been formally submitted to the Better Business Bureau (BBB) repository within the designated response period.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocate
  
  CC: ******* *****
  CC: Better Business Bureau

• Initial Complaint

  Date:06/27/2025

  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.

  *** went out on *****. Various brightspeed phone 'customer service' employee's told a varied reason why there is still an ongoing service outage. They will not send a repair tech, they will not credit my account for lost time I prepayed for, and they will not maintain their lines which deliver service.Nothing but lies from these people and I am tierd of getting ripped off for a service I am not able to use.

  Business Response

  Date: 07/02/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 2, 2025
  
  
  Re: ****** *****
  23529994
  Notice of Complaint Filed: June 28, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ****** repair concerns. Following a thorough review of the ************************** confirmed that a duplicate *** complaint has been filed by Mr. ***** with the same concerns. Brightspeed addresses the concerns through the *** complaint and once a resolution is reached, a copy of the response submitted to the *** will be provided to Mr. ****************** Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  ******* *.
  Brightspeed Customer Advocacy
  
  CC: ****** *****
  

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because:
  Not yet resolved.
  

  Business Response

  Date: 07/07/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  July 7, 2025
  
  
  Re: ****** *****
  23529994
  Notice of Complaint Filed: June 27, 2025
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the issues the customer has had with his ****************** internet.
  Brightspeed regrets any service issues experienced by ****** *****. Records show the customer service was affected by an outage. The customers service was restored and service currently shows connected with no issues.
  Brightspeed strives to restore services as quickly as possible. However, the restoration time can vary based on several factors,including the cause of the service issues, the extent of the repairs required,the number of affected customers, and the availability of technicians. These factors can cause changes in the restoration time throughout the repair ************** was provided for the time without service.
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  ******* *.
  Brightspeed Customer Advocacy
  CC: ****** *****

• Initial Complaint

  Date:06/27/2025

  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.

  Our internet went out 2 days ago. We scheduled an appointment with a Brightspeed technician to come out the following day between 1p and 5pm. We stayed home all day for the technician. At 4 we called Brightspeed as no technician had arrived yet. They told us to call back after 5 if no one showed. At 5, still no technician. We called Brightspeed again. They said we are putting a note to the technician . They could not tell us when we would hear from someone, when we would have internet again, or when a technician would actually arrive. The Brightspeed agent said we could call back as many times as we wanted. Seriously? No credit to our account or compensation for the day of work missed waiting on a technician who never arrived. This is the worst customer service I have ever experienced. Best part were the kids in the background while we were talking to the customer service representative.

  Business Response

  Date: 07/01/2025

  BBB of Southern Piedmont and Western N.C.
  9719 Northeast Parkway
  Matthews, NC 28105
  
  
  7/01/2025
  
  
  Re: Tracy Johnson
  Complaint ID: 23529587
  Notice of Complaint Filed: 6/27/2025
  
  
  Dear Kisis Silva,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. Our technician was able to make repairs and restore the service. I confirmed with Mr. Johnson the service was restored. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  Mike M.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/27/2025

  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.

  We have Brightspeed (copper line) phone service. It has always been unreliable, but the past few months have been horrid. Since April 2025, our phone has been broken on 4/16, 4/27, 5/21, 5/29, and 6/16/2025. Normally it is out 1-7 days. We have been without phone now since 6/16, which is nearly 2 weeks. Brightspeed sent a repairman a week ago (it took a week to get him here), and he could not fix it and escalated it. No one ever came back. So, they made another appointment for 6/27. They never showed up for it. I called them and they said they rescheduled us to 7/2 WITHOUT TELLING US. Ive sat home for yet another day waiting for someone who never showed up. So, as of today, I have had no phone for two weeks and they dont come to their repair appointments. I have no idea what to do next.Brightspeed should have their license pulled if they cannot service their customers. Despite repeated hour-plus long calls and days of lost time, we still have NO WORKING PHONE. No one at Brightspeed seems to be able or willing to do anything to get our phone fixed. We are retired and would like a working phone in case of emergencies. Can you help make contact with them so they will come repair our phone? Thank you.

  Business Response

  Date: 07/01/2025

  BBB of Southern
  Piedmont and Western N.C.
  9719 Northeast Parkway
  Matthews, NC 28105
  
  
  July 1, 2025
  
  
  Re: Deborah Crain
  23528590
  Notice of Complaint Filed: June 27, 2025
  
  
  Dear Kisis Silva:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms.
  Crain’s repair concerns. Following a thorough review of the account, Brightspeed
  discovered a duplicate FCC complaint with the same complaint description.
  Brightspeed is addressing the concerns through the FCC complaint.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Jessica G.
  Brightspeed Customer Advocacy
  
  
  CC: Deborah Crain

  Customer Answer

  Date: 07/01/2025

   
  
  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:06/26/2025

  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.

  We experienced a power outage in the area, when this happens often the dialtone needed for phone service stops working.This happened on 6/23/2025 in the morning.I reported the issue. They acknowledged it is an outage and their responsibility.They won't send a technician to the area to fix till 8/21/2025.Attempts to get them to realize this is unacceptable failed.This means no phone or **************** during that window.

  Business Response

  Date: 07/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/3/25
  
  
  Re: ******** **********
  23525020
  Notice of Complaint Filed:6/27/25
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an extended repair due date. Our records show that this account was *************************** by customer request on 6/30/25. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/26/2025

  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.

  My Home telephone Service has been bad since June 3 2025. I have been rescheduled 5 times to have it repaired. We depend on our Landline Phone and need it repaired. Ticket ******* Case #ILCS03433189. Also want Credit for bad service days. Thank You

  Business Response

  Date: 07/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/5/25
  
  
  Re: ***** ********
  23522951
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an ongoing service outage in the area. Brightspeed field teams have found a bad section of cable serving the customer. We are waiting on our contractors to replace that section. We are expediting this but do not yet have a solid confirmed date. 

  We will update again as soon as possible. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy