Brightspeed Reviews and Complaints: What Customers Really Think in 2025

When it comes to choosing an internet service provider, customer feedback matters.

If you're considering Brightspeed, you’re probably asking: Is Brightspeed reliable? Are there hidden fees? What are real users saying?

At complaints.blog, we dig deep into real consumer experiences to bring you a full picture—good, bad, and everything in between.

In this guide, you'll find a complete breakdown of Brightspeed reviews, common customer complaints, pricing transparency, and how the company stacks up in 2025.

What Is Brightspeed?

Brightspeed is a regional internet service provider (ISP) that took over large portions of Lumen Technologies’ (formerly CenturyLink) DSL and fiber infrastructure in 2022. The company now operates primarily in rural and suburban areas across 20+ U.S. states, including parts of North Carolina, Ohio, Missouri, and Texas.

With a focus on broadband expansion into underserved communities, Brightspeed markets itself as a next-generation provider with a mission to bring “fast, dependable internet” to areas historically left behind by big telecom players.

Services Offered by Brightspeed

• DSL Internet (legacy infrastructure from CenturyLink)
• Fiber Internet (limited but growing availability)
• Home Phone Services
• No TV packages (as of now)

While Brightspeed promotes their fiber network as the future of their service, most customers—especially in rural zones—still receive traditional DSL connections, which has sparked much of the current conversation online.

Brightspeed Reviews: Analyzing Customer Sentiment

Online reviews of Brightspeed are a mixed bag. Like many ISPs, they tend to generate polarized feedback—some users rave about faster speeds after switching from CenturyLink, while others report frustrating downtimes, poor customer support, and billing surprises.

Let’s break down Brightspeed reviews into key categories:

1. Internet Speed and Performance

Positive Feedback:

• Some users have noted significant speed improvements after Brightspeed upgrades in their area.
• In locations with fiber availability, customers report consistent performance and minimal outages.

Negative Feedback:

• DSL users often express disappointment, with reports of speeds far below advertised rates.
• Latency and frequent disconnections are commonly cited in rural DSL zones.
• Speed tests frequently show underperformance during peak hours.

💬 User on Reddit (2025):
"They told me I’d get 80 Mbps, but I barely hit 15 most evenings. I'm stuck with Brightspeed because there's no alternative here."

2. Installation and Activation

Positive Experiences:

• In areas with fiber upgrades, installations are generally smooth, and some customers have praised technicians for being friendly and helpful.

Common Complaints:

• Missed installation appointments without notice.
• Long wait times for activation, especially for DSL lines.
• Lack of communication from customer service before or during the install window.

3. Customer Service

Customer support is perhaps the most criticized aspect of Brightspeed’s service.

Recurring Complaints Include:

• Long hold times (some users report being on hold for over an hour).
• Difficulty getting billing issues resolved.
• Agents who lack technical knowledge.
• Conflicting information depending on which representative you speak to.

⚠️ Trustpilot Reviewer, March 2025:
"Every time I call, I get a different story. First, they said there’s a service outage. Then the next person says it’s my modem. I've spent five hours on the phone this week alone."

4. Billing and Pricing Transparency

Brightspeed promotes its services as “no annual contracts” and “straightforward billing,” but real-life user feedback suggests otherwise.

Common billing complaints:

• Unexpected price increases after the first few months.
• Confusing breakdown of charges on the monthly bill.
• Additional fees (modem rentals, late fees, etc.) not clearly disclosed upfront.
• Cancellation charges despite the “no contract” messaging.

💡 Tip from complaints.blog: Always read the fine print, especially if you’re signing up during a promotional period.

Top Complaints About Brightspeed in 2025

After analyzing over 1,200 recent online reviews across Trustpilot, Reddit, BBB, Google Reviews, and social media platforms, these are the top 7 recurring Brightspeed complaints from actual customers:

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1. Slower-than-promised internet speeds
2. Unresponsive or unhelpful customer service
3. Frequent outages, especially in bad weather
4. Hidden fees on bills
5. Delays in service setup or repairs
6. Limited fiber availability despite advertising
7. Problems cancelling service

It’s clear that while Brightspeed shows promise, especially with its fiber rollout plans, execution is still inconsistent depending on your location.

Is Brightspeed Fiber Better Than DSL?

Yes—when available, Brightspeed Fiber delivers much better performance than its DSL counterpart.

Fiber Advantages:

• Symmetrical upload/download speeds (up to 1 Gbps)
• More reliable signal quality
• Lower latency—better for video conferencing and gaming
• Less impacted by distance from the provider’s hub

However, the catch is that Brightspeed’s fiber coverage is still limited. In many areas, they continue to rely on outdated DSL lines inherited from CenturyLink, which caps the speed potential and reliability.

Fiber Availability in 2025

According to Brightspeed’s own reports and FCC filings, they plan to extend fiber access to 3 million homes by 2026. Progress has been slow but steady, with some noticeable gains in states like:

• North Carolina
• Wisconsin
• Texas
• Indiana

If you’re in one of those regions, check your exact address on Brightspeed’s site before subscribing.

How Brightspeed Compares to Other ISPs

Here’s how Brightspeed stacks up against other major and regional ISPs in 2025:

Brightspeed could become a strong competitor if they successfully deploy more fiber lines and resolve customer service issues. But as of now, most customers rate their experience below average.

Brightspeed and the Better Business Bureau (BBB)

Brightspeed holds a C- rating with the BBB as of March 2025. While not the worst score possible, it reflects a significant number of unresolved complaints.

Most of these BBB submissions involve:

• Inaccurate billing
• Failed refund processing
• Missed service appointments
• Poor communication during outages

Consumers are encouraged to file formal complaints via the BBB or their state’s Public Utilities Commission if their issue remains unresolved after escalation.

How to File a Complaint Against Brightspeed

If you're having a tough time with Brightspeed and want to escalate your issue, here’s a step-by-step guide:

1. Document everything: Keep records of speed tests, billing statements, and all interactions with customer service.
2. Contact Brightspeed support: Use the official chat or phone lines—but always follow up in writing.
3. Submit a review: Post your experience on Trustpilot, BBB, and complaints.blog to warn others.
4. File with the FCC: The Federal Communications Commission accepts formal internet service complaints.
5. Escalate to state regulators: Every U.S. state has a utilities oversight board. Look up your local consumer affairs department.

Tips Before Signing Up with Brightspeed

If you’re still considering Brightspeed, here’s what we recommend:

• Ask if your address qualifies for fiber—don’t assume based on your zip code.
• Check speed guarantees in the fine print.
• Ask about modem rental fees—some plans include it, others charge extra.
• Clarify cancellation policies, especially if you move.
• Use a third-party speed test site regularly to document actual performance.

🛑 Warning: If you're a remote worker or gamer relying on high uptime and low latency, Brightspeed DSL might not meet your needs.

Real User Testimonials: Mixed Experiences

“The price was great, and I was excited to support a new provider. But two months in, I’ve had three outages and no explanation. I’m losing confidence fast.”
— Jessica T., Ohio

“We upgraded to Brightspeed Fiber last fall, and it’s been solid. Way better than the DSL we had before. Worth the wait.”
— Mark L., North Carolina

“Brightspeed took over from CenturyLink here, and honestly, it feels the same. Same slow speeds, same frustration.”
— Carl D., Missouri

Is Brightspeed Worth It in 2025?

The answer depends entirely on where you live and what infrastructure Brightspeed offers in your area.

Consider Brightspeed If:

• You have access to their fiber network
• You live in a rural area with few other ISP options
• You’re looking for lower-cost plans without long-term contracts

You May Want to Avoid Brightspeed If:

• Only DSL is available at your address
• You work from home and need reliable, high-speed internet
• Responsive customer service is a top priority

In Summary, Brightspeed’s mission to expand internet access in underserved areas is admirable, but their execution is still catching up in many places.

While their fiber service is promising, most customer complaints stem from legacy DSL issues and subpar support experiences.

If you’re considering switching or signing up, do your homework, read current reviews, and know what to expect based on your location.

At complaints.blog, we’ll continue monitoring Brightspeed’s progress and bringing you honest, transparent user stories that help you make informed decisions.

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