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: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.

  6/23, 6/24, 6/25, 6/26/2025 I have contacted this business every day since Monday the 23rd of this month to have my service reinstated. I originally had autopay setup but for some reason it didnt go through, and rather than call me they suspended the service and tacked on a late fee. I contacted them to resolve this, paid the balance, and was told it would be restored within 24 hours by a chat service **** 24 hours on the 24th, still no service, so I called them again around 6:30pm and after they checked that the account was paid in full they assured me it would be restored within the hour and they took down my number so they could follow up with me. I waited over an hour, no service, no call. I tried to call again but by this time tech support was gone for the day. I contacted chat support and a person named ******* assured me again it would be restored within 24 hours as he verified everything, and he even said he would take accountability if it wasnt restored, so I waited. The next day on the 25th, 24 hours later, still no service, so I called again and spoke to someone who again gave me the same story, I explained Ive been through this and they connected me with an account specialist. They checked with their back office and said it should be restored, as by this point I paid the upcoming bill ahead of time, and paid a dollar additional so my account was overpaid but could only tell me 24 hours again. So I pressed the issue and they connected me with a supervisor after a 30 minute hold time. The supervisor talked with their back office to make sure it would be restored, -promised- me as a supervisor it would be restored within the hour and took down my phone number for a follow up. I waited over 2 hours and no service, no call, and no follow through with their promises. Ive now spent over 6 hours dealing with this, spoken to over 8 people just for them to give me the run around over and over with no solution.

  Business Response

  Date: 06/27/2025

  BBB of Southern
  Piedmont and Western N.C.
  9719 Northeast Parkway
  Matthews, NC 28105
  
  
  June 27, 2025
  
  
  Re: Noah Linstedt
  23521903
  Notice of Complaint Filed: June 26, 2025
  
  
  Dear Kisis Silva:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding
  Mr. Linstedt’s service concerns. Following a comprehensive review of the
  account, Brightspeed confirmed that service was suspended on June 23rd due to
  nonpayment. Prior to the suspension, the last payment was received on April 22,
  2025, and the account has not been enrolled in autopay within the past year. A
  restoral order was issued and successfully completed on June 27th.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Jessica G.
  Brightspeed Customer Advocacy
  
  
  CC: Noah Linstedt

• Initial Complaint

  Date:06/25/2025

  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 have an outage that has been in excess of a week and reported it 3 times and it is still not repaired. We call and get a recording saying they are experiencing outages and saying that is all we can do. I would like the outage fixed, to not be charged for part of the month that we were unable to use their services and the inconvenience of all of this.

  Business Response

  Date: 07/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/5/25
  
  
  Re: ***** ******
  23517976
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the continued outage in the area. This is in part due to a ************** fire in the next town over. Our field teams are still working to get transport back up for the surrounding areas. 

  We will continue to follow the progress of this outage restoral and credit will be applied for the time down. Currently, they are hoping to resolve this by 7/7/25. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/25/2025

  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 are customers of ********************** and use their service for internet and phone. BRIGHTSPEED service has gone out randomly since we've had it. Earlier this year, our service went out on a Friday and my neighbor was told it wouldnt be fixed until they got back to work on Monday. They made us do without service all weekend because they apparently don't work weekends. We were without service for the entire month of April. When we called, they told us our house modem was bad. We bought a new modem and still no service. So when we called back, they told us there was an outage and they would reimburse us for the time we had no service. We never received that reimbursement. Currently, we have not had service for 2 weeks. No one has been out to restore our service. We have receive no communication from Brightspeed letting us know why and when our service will be restored. They do not care when their customers are without service and do not attempt to quickly remedy the situation. They're very disrespectful and could care less about the service they provide. We will be out of service for approx 9 weeks total since January 1. I want to be reimbursed. The amount does not reflect the outages that werent quickly remedied the previous years. I have no way to accurately figure that amount. If they have that record, id like to be reimbursed for those times as well.

  Business Response

  Date: 07/07/2025

  July 7, 2025
  
  
  Re: ******* Olson 
  Complaint ID: ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear Kisis *****:
  

  We appreciated the opportunity to review the details of billing issues.  After a careful review of the account, I have applied a credit to the account for the outage time at your location.
  

  We appreciate ******* Olson  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: ******* *****
  

  
  

• Initial Complaint

  Date:06/25/2025

  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.

  This is a BUSINESS phone, our phone service has been out since 06/23/205, have not heard from Brightspeed about when to expect our phone service repaired, VERY HARD TO CONDUCT A BUSINESS WITH NO PHONE SERVICE!!!! ALSO BRIGHTSPEED SHOULD GIVE US A CREDIT FOR NOT HAVING PHONE SERVICE!!!

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *********
  Complaint ID: ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear ****** *********,
  
  Brightspeed has completed its review of your recent Better Business Bureau (BBB) complaint regarding the phone service outage that began on June 23, 2025. Repair Ticket WOT2426865 was addressed by a technician today, who identified and resolved a short on the cable pair. Service has since been fully restored, and functionality has been confirmed operational. As a result of the outage from June 23 through July 2, a credit of $46.50 has been applied to your account. 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
  

  
  

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because: It took them 8 DAYS to restore phone service to a BUSINESS, we have to wonder how much business we lost, due to not having service, BUSINESS should come first on repairs!!!
  
  

  Business Response

  Date: 07/03/2025

  July 3, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *********
  Complaint ID / Rejection: ********
  Notice of Complaint Filed: June 25, 2025
  
  Dear ****** *********,
  
  Thank you for reaching out through the Better Business Bureau. We appreciate the opportunity to address the noise issue affecting your phone line and understand the inconvenience this has caused. As discussed, a new repair ticket (WOT2456845) has been escalated and is scheduled for resolution on Monday, July 7th. We value your patience and are committed to restoring your service as promptly as possible. 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

  Customer Answer

  Date: 07/08/2025

   
  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:06/24/2025

  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.

  Brightspeed internet went out some time early morning of 6/23/25. We informed the company of the outage. We were told internet would be back on by noon the next day. No internet by noon today 6/24/25. We called around 2pm and were told the outage was fixed so the issue must be at our house and a tech was coming. No tech showed up. Called at 6pm. Was told first a tech appt was canceled because there was a local outage then told techs don't work after 5 and we never had an appointment. The provider set a July 7, 2025 to send a tech person out. We work from home, access to the Internet is our livelihood and we have now already lost significant income by not being able to work. We were told to call back tomorrow and talk to someone during business hours to see if another tech can come out. We informed the business that is is not our responsibility to call and set up a tech, it was there job to resolve the issue. Terrible customer service AND response to the outage. We need the internet repaired immediately! We are still paying for a service that we are not receiving.

  Business Response

  Date: 06/26/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  6/26/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet service. We were able to work with internal teams to restore the service. Mr. ******* confirmed the service is working. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/01/2025

   
  I am rejecting this response because:
  I was continuously told different reasons for the outage and times that it would be our "was" resolved. I was told more than once that a tech was coming at a given time, tech never came out. Supervisor told me it was cancelled because of area outage and immediately after that told the was never a tech scheduled. An outage is one thing but lies, deception, and false information and bad support are another. Not only did we miss functions waiting for promised techs and solutions that never came, my wife lost business and I lost a job. This was a nightmare. Also, my Internet is out again.

  Business Response

  Date: 07/05/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/05/2025
  
  
  Re: ***** *******
  Complaint ID: ********
  Notice of Complaint Filed: 6/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the problem with the internet. Our technician was able to restore service. I have not been able to reach the customer to follow up. I will try again at a later time. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

• Initial Complaint

  Date:06/24/2025

  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.

  It took multiple calls to brightspeed customer service over a 5 week period to get my internet installed. Constant conflicting information. Tech and sales people say wifi extenders free. ************ wants to charge. At almost 6 weeks install finally completed after constant calls to salesman. I have had it q week and today the crew that buries the lines for brightspeed cut my line and no one can get here u til the 27th. ******** customer service. I was also charged for my first month when install not completed. The salesman got another *** on the line and he has getting the charges reversed. ???.

  Business Response

  Date: 07/03/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/3/25
  
  
  Re: ****** ****
  23514723
  
  
  
  Dear Kisis *****:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding a service outage and billing charges that were taken before the services were up and running.

  We have confirmed that the internet is working and will call back on Saturday, 7/5/25, to verify that the refund to the card ending 8164 was received.

  R-00037342
  Account Name
  ****** ****
  Account Number
  *********
  Refund Date
  06/16/2025
  Refund Type
  Electronic
  Refund Amount
  $59.00
  Reference ID
  ****************************************
  Reason Code
  -
  Status
  Processed
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  **** *. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/24/2025

  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.

  For the last four weeks Ive complained about my internet/phone outageeach week its out 2-3 days but only during the day its usually turned back on after 9pm This week we started on Saturday 11-9, Sunday 11-9 Monday ***** and today its out again at 11.for the previous weeks they supposedly gave me credit on my account This time the *** said they were sending someone out on Thursday and they would need access to my houseI need brightspeed to understand something in my house is not going to affect everyone else in a ten mile radius.they are all having the same problemit seems as though someone is shutting off the phone service then turning it back on a true outage would be out for the entire day not just hours Getting frustrated that our issue isnt being fixed and you are still collecting our money for a service we cant useno internet/phone means no tv, no cell phones nothing so if an emergency were to happen wed have to drive 8 miles down the road to be able to call anyone for help

  Business Response

  Date: 07/07/2025

  July 7, 2025
  
  Re: Better Business Bureau (BBB)
  ****** *******
  Complaint ID: ********
  Notice of Complaint Filed: June 24, 2025
  
  Dear ****** *******,
  
  Thank you for your recent Better Business Bureau (BBB) inquiry regarding your internet service. After a comprehensive review, we confirm that repair ticket WOT2386262, which had been scheduled for service, was subsequently cancelled following verification that your internet service is now operational. I have made multiple attempts to reach you via phone and email to confirm the resolution. As we have not received a response, we are proceeding under the assumption that your service is functioning correctly. We appreciate your patience and understanding and thank you for being a valued Brightspeed customer.
  
  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:06/24/2025

  Type:Delivery 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.

  service was never installed but I received a bill for $199.38 See attachments.

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  Re: Better Business Bureau (BBB)
  Gregory Argenti
  Complaint ID: 23571683
  Notice of Complaint Filed: June 24, 2025
  
  Dear Gregory Argenti,
  
  Brightspeed has completed its review of your recent Better Business Bureau (BBB) complaint regarding charges for uninstalled services. Please be advised that service order OH1100037936 was officially canceled as of June 16, 2025. As a result, invoice #460000140088 in the amount of $199.38 has been fully credited, and your account now reflects a zero balance. Should you need any additional support, please don’t 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,
  Lisa A.
  Brightspeed Customer Advocate
  
  CC: Gregory Argenti
  CC: Better Business Bureau
  

• Initial Complaint

  Date:06/24/2025

  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.

  SOMEONE CUT THE LINES ON HWY 5 AND WE'VE BEEN WOTHOUT INTERNET FOR MORE THAN A WEEK! MULTIPLE CALLS WERE MADE AND THEY WONT WORK WEEKENDS OR COMMUNICATE BY TEXT OR EMAIL ABOUT ANY ISSUES WHATSOEVER UNLESS YOU CALL. THEYVE TOLD ME THREE DIFFERENT TIMES ESTIMATED FIX TIMES AND HAVE YET TO MEET A SINGLE ONE. I SPOKE TO THE **** WHO SAID HE FOUND THE CUT BY THE **** AND WERE WAITUNG ON ****S TO REPAIR IT. THAT WAS FOUR DAYS AGO AND ITS STILL NOT REPAIRED. I WORK FROM HOME AND AM HAVING TO GO TO A ********* TO WORK EVERYDAY! I make 30$ sn hour and the drive with traffic one way is ***** min.

  Business Response

  Date: 06/27/2025

  BBB of Southern Piedmont and Western N.C.
  9719 Northeast Parkway
  Matthews, NC 28105
  
  
  6/27/25
  
  
  Re: Tamara Hassler
  23511358
  
  
  
  Dear Kisis Silva:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding an outage on the fiber network. 

  I have confirmed with Mrs. Hassler that the outage was resolved and credit applied to the account. 

  I am continuing to work with Mrs. Hassler to ensure the best performance over the wireless connection. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  
  Tony F. 
  Brightspeed Customer Advocacy
  

  
  

• Initial Complaint

  Date:06/24/2025

  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.

  Brightspeed has failed to complete a promised service - burying our internet cable - even after multiple assurances over the past several weeks.On June 2, 2025, Brightspeed came to bury our cable, but then they said that the cable was too tight to bury. They said theyd come at a later date to address the issue. However, it turns out they actually marked the ticket as closed, meaning that in their system they buried the cable.They told us theyd start a new ticket and come back. However, today, June 24, they said they marked the ticked closed again. The exposed cable is a tripping hazard and could be damaged, disrupting our internet service entirely. I would like Brightspeed to schedule and complete the burial of the cable within the next 7 days and provide a confirmation of that appointment.

  Business Response

  Date: 07/08/2025

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  7/08/2025
  
  
  ******* *****
  Complaint ID: ********
  Notice of Complaint Filed: 6/24/2025
  
  
  Dear Kisis *****,
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding the temp line that need to be buried. I have escalated this to our team that handles the buried cables. Once I hear back I will follow up with the customer. 
  
  ****************** apologizes for any issues due to the experience and inconvenience.
  
  
  Sincerely,
  **** *.
  Brightspeed Customer Advocacy
  
  

  Customer Answer

  Date: 07/09/2025

  I appreciate the follow-up from Brightspeed! However, Id rather not close out the case until the service is complete.
  

  Brightspeed called me back today and kindly said they were working on escalating the issue. They said they will contact me again once they have more info.