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:08/02/2024

  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 company keeps making the bill higher and higher, they lied to me, and act like they don't know what I am talking about, when I tell them I have the proof that I that they received the router

  Business Response

  Date: 07/31/2024

  Please redirect this BBB complaint received by CenturyLink to Brightspeed. The customer information below is a customer who is serviced by ******************

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  Dear ***********************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 2, 2024, regarding the billing inquiry.
  
  Regarding the billing inquiry for your account ************** and I went back and forth with account/billing details.  Due to no other questions from that account,Im assuming all has been resolved with that account and the original increased billing inquiry.
  Regarding your account ***********, that you asked me about after the fact, I have reviewed and have issued a credit for the full amount effective today.  I found the modem return details as well.  The account balance is now $0.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 08/21/2024

   
  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:08/02/2024

  Type:Billing 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.

  I have been trying to disconnect Brightspeed internet service at a secondary property (******************************************) through multiple communication channels without success, including automated phone directory, online support chat, and verbal communications with numerous tier 1 and 2 associates at Brightspeed. As of 8/2/2024, the service has not yet been disconnected and I have been charged $49,99 for next billing cycle despite repeated efforts to get confirmation of disconnect.Every attempt to communicate ends in a failed promise to follow up, a disconnected phone call, or redirect to the automated directory without progress. The automated directory for Brightspeed identifies my account as a legacy CenturyLink account and transfers to their directory, which then states the account is managed by ****************** and sends me back. It's an endless transfer loop.I am at the end of my patience in trying to get through to a human, and even when I do they fail to complete the task, all while still charging me for a service I no longer want. Please help.

  Business Response

  Date: 08/07/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 7, 2024
  
  
  Re: *****************************
  22081910
  Notice of Complaint Filed: August 2, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** disconnect request. I was able to place the disconnect order on 8/2 per his request, and refund the payment taken in error.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *****************************

  Customer Answer

  Date: 08/07/2024

   
  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:08/02/2024

  Type:Sales and Advertising 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 paid brightspeed $50 to install internet in my home. Before any work had been done I changed my mind so I called and wanted my money back and I was transferred around 4 times and they hung up on me.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  Re: *********************;
        Complaint ID: ********
        Notice of Complaint Filed: August 2, 2024
  
  Dear ****************:
  

  We appreciate the opportunity to review the details of your refund.  Upon receipt of the case, I researched the account and saw that a refund of $50.00 was granted to Mastercard ending in *2080 with Confirmation Number *********** on 8/1/2024 due to cancellation of account. The refund should be reflected in your account within 7-10 business days. 
  

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

  Sincerely,
  

  **************
  Brightspeed Customer Advocate
  
  CC: *********************
  

  
  

• Initial Complaint

  Date:08/01/2024

  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.

  Repeated issue/same recurring issue Every time we receive measurable rainfall, and sometimes for absolutely no reason, we lose internet. Then it's the same 20 minutes of jumping through hoops to have some one in a call center first tell you that there is no outage, then after repeated back and forth, "oh, yeah, there IS an outage in your area". This is all due to their outdated, obsolete infrastructure. We are in an area where we have ZERO options. If we did, we'ed of switched long ago. There is a federal law that is in effect that they are supposed to be upgrading all of this, but I have seen NO movement on the company's part. -Getting tired of this. When we contact them, they give no answers. -Also, they advertise a certain speed. When we told them that's what we would like, we were told it's not possible(???) Not like we are in a heavily populated area.

  Business Response

  Date: 08/08/2024

  BBB of ***************** and Western N.C.
  **********************
  ******************
  
  
  August 8, 2024
  
  
  Re: ***************************
  22078399
  Notice of Complaint Filed: August 1, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ************************** chronic internet service issues. Upon further research, our technician completed the central office repairs on 8/7, restoring service.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

• Initial Complaint

  Date:08/01/2024

  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.

  Consistent outages, everyone in the neighborhood is given different ETAs for repair. **************** is IMPOSSIBLE to reach then when you are finally able to get a human on the phone they do not give any straight answers to any questions and talk in circles. Absolute disaster of a company.

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  Dear *************************************,
  
  I appreciate the opportunity to review the complaint that you submitted on August 1, 2024, regarding the service issue.
  
  I reached out our technical support team for review and customer contact.  I found that the service outage was a 14-hour impacting outage that has since been resolved and confirmed by you with our repair agent.  I also issued a credit for a week of service issues effective today, as advised per our repair agent.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/31/2024

  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.

  7/31/2024 I am filing a complaint on Bright Speed phone Service. I am filing this complaint on behalf of my parents on the Bill. The phone service been going in and out all year long. Every time I have been trying to reach them have not been able to on phone or on chat. The problem now is when my mom tries to call me, she always gets someone else on the line. So, I went down to see was she dialing the correct number and true enough someone else comes on the line, but I can call her from my number. I have tried to contact bright speed with this problem but I get they are having technical difficulties.

  Business Response

  Date: 08/12/2024

  
  August 12, 2024
  
  
  Re: *********************;
        Complaint ID: ********
        Notice of Complaint Filed: July 31, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of the dialing issues statement. Upon receipt of the case, I created a repair ticket for the customer. The repair department determined that the customer must start dialing one plus the ******** phone numbers for the calls to go through with long-distance calls. This is because the calls are made from a landline, not a mobile device. There is also an issue with specific T-Mobile calls; the customer will need to contact the carrier for those issues. The customer was supplied with the repair number for any further action with other recurring issues on dialing.
  

  We appreciate ********************* for taking the time to contact the BBB to inform us about the matter. We want to reiterate our sincere apology for any issues and inconvenience she may have experienced.
  

  Sincerely,
  

  **************
  Brightspeed Customer Advocate
  
  CC: *********************
  
  

  
  

• Initial Complaint

  Date:07/31/2024

  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.

  Internet Service has been out at my mother's apartment ************************************* since July 8th. She is reliant on this for closed caption on her phone. The company has made and missed coming to appointments. In addition to immediate repair, I am asking for compensation of $500.00 for distress that this has caused a 95 year old hearing impaired woman who is otherwise fully functional and lives alone.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  Dear Mr. ************************
  
  I appreciate the opportunity to review the complaint that you submitted on July 31, 2024, regarding a service issue at your mothers home.
  
  I found that you filed two complaints.  The first was via the BBB for your mother that lives at the Northpines **** unit #*** about internet service issues.  The second was via an *** complaint for your mother as well, same address but unit #***. We were able to find that the complaint regarding your relative that lives in unit #*** was authenticating well and working.  The issue seems to be with your relative that lives in unit #*** (*******) as her service shows not to be authenticating.  The *** complaint will continue until the service is working, but closing this one for now as there was no issue for the complaint.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/31/2024

  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.

  On June 19th I requested the Installation of Brightspeed Fiber internet at my home. The install date was July 2nd for internet and phone. Fiber install on property did not take place, but brightspeed did take or move my phone on July 3rd. I have not had an internet phone connection for ************** since July 3rd 2024. I am a patient with a number of cardiac conditions and this 24 year old No., **************, is a lifeline listed with doctors and hospitals, and includes my home security and fire. I have made every attempt with customer service to get help, all failures. July 12th Appointment missed, July 29th missed and now August 8th, not much help I need that phone back in service.

  Business Response

  Date: 08/07/2024

  August 7, 2024
  
  
  Re: ************************;
        Complaint ID: ********
       Notice of Complaint Filed: July 31, 2024
  
  Dear ****************:
  

  We appreciate the opportunity to review the details of your installation and porting issues. Upon receipt of the case, I collaborated closely with the fiber porting department to ensure all the porting information was correct for a smooth port at the installation. I also worked in tandem with the Buried Drops supervisor, valuing their input and ensuring all the groundwork was completed for the installation. When I spoke with the customer installing the service, the tech was at the location. Brightspeed wants to thank you for your patience while we completed all the necessary steps to bring you the best possible service with our Fiber products.
  
  We appreciate ***************************** taking the time to contact the BBB to inform us about the matter. We understand that the issues may have caused inconvenience, and we sincerely apologize for that.
  

  Sincerely,
  

  **************
  Brightspeed Customer Advocate
  
  CC: *************************
  

  
  

  Customer Answer

  Date: 08/07/2024

   
  I am rejecting this response because: 

  This is not a full rejection. The ************ **** was able to mount the fiber box and bring it into the house.

  The still existing problem, is that the fiber connection at the main street box is of a strange type. This type

  is not familiar to the Tech. Explained as not Brightspeed, not Quantum, maybe Centurylink, ??

  A second Tech has been asked to stop today and take a look at the street installation.

  This has not solved the critical problem of no internet phone service on our home number that was sent somewhere.

  This disconnect loss of our 24 year old phone number is now at 36 days and counting, causing many problems as

  noted in previous communications with Brightspeed.

  *******************

  
  

  Business Response

  Date: 08/08/2024

  August 8, 2024
  
  
  Re:  ************************;
         Complaint ID ********
         Notice of Complaint Filed: July 31, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. I worked with **************** along with assistance from a Support Specialist from the **************** and got Mr. ******* phone working properly with his old telephone number as he wanted. 
  

  Again, we appreciate ************************; 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: 08/12/2024

   
  I am rejecting this response because Even with my ******************************************************************************** getting my voice mail back,

  Ihave had conversations with ***** and the contact points that I have been sent to, phone numbers, chat rooms and auto support, I get nowhere.

  I have tried to be respectfull but all the outsourcing has gotten me nowhere.

  The electronic help does not recognize me and the chat agents just keep sending to phone numbers that don't answer.

  This mess is causing undue stress in both medical and family situations and looks like I will have to step out a little further

  and take this to the NC Attorney General complaint ***** It seemed like this should have been a simple fix but has proven otherwise.

  *******************

  
  

  Business Response

  Date: 08/20/2024

  August 20, 2024
  
  
  Re:************************;
        Complaint ID ********
       Notice of Complaint Filed: July 31, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. ****** is requesting information on how to set up his voicemail. He will need to follow the below steps:
  

  Voicemail Activation Process
   Advise customer to dial *98
  Customer will be prompted to enter PIN number. The default PIN number is 1234 for the customer to enter.
  After they enter the default PIN number, they will set up their own PIN number.
  After customers set up their personal PIN number, the customer can choose from the menu option to complete requests including setting up a greeting.
  

  Again, we appreciate ************************* 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: 08/21/2024

   
  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:07/31/2024

  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.

  At the beginning of June I made my first call to cancel my home landline. It was supposedly canceled on 6/3/24. June 17, I called because it was still not disconnected. They did disconnect but canceled my internet which I did not want to cancel. After numerous hours on the phone my problem was finally fixed because I called the on-site repairman personally. Now on July 29th I receive a bill, which is $15.00 more than before and Im being charged for a landline I did not order nor have any knowledge of having. They insist its my phone but its not. The only people a costumer has access to is their call line, Ive totally lost my patience trying to talk to these people and dont want to pay for something I dont have. What can I do to resolve this issue?

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  Dear *******************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 31, 2024, regarding the account ************************* request.
  
  I reached out to our back-office team, and we were able to correct the account and leave the internet service only.  There is also a billing adjustment that was issued that will be seen in your next billing statement.  I have emailed you directly as well with further information.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory But they have said this before and I didnt find out it wasnt fixed until I got the next billl.  Will you please keep my case open until the  10th of September?
  Thank you. 
  

  Customer Answer

  Date: 08/12/2024

   
  I am rejecting this response because:
  
  

  This is in regards to previous complaint #********. The issue was supposedly resolved per Brightspeed but it was not per a ***** of Service I received from them on August 9th. There is still a landline Im being billed for and the bill is again higher than last months. Im not the only one having problems with this company, there are numerous people dealing with their terrible service in my area. I truly appreciate your help in this matter. Billing Adjustment

  Business Response

  Date: 08/12/2024

  August 12, 2024
  
  
  Good afternoon, 
  
  
  Regarding your recent rejection, 
  
  As previously advised on my email from August 2nd, there was an order that was issued to correct it per your request.  You only have internet service at this time.  The last billing statement that was generated and sent to you was from 7/25, before the order was issued.  The order confirmation you received was also after you last billing statement, this order was issued on August 2nd as advised.  Your next statement from Aug 25th, will show your internet service only and adjust for any land line charges.  Once you receive your August 25th statement, let me now if there is anything incorrect.  Thank you.
  
   
  Sincerely,
  
  **************
  Brightspeed - Customer Advocacy Group
  
  

• Initial Complaint

  Date:07/31/2024

  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 promised a $100 gift card after continuous 3 months of service. It's been 4 months and said gift card has not materialized. Attempts to reach the company have been futile.

  Business Response

  Date: 08/05/2024

  August 5, 2024
  
  
  Re: ************************;
        Complaint ID: ********
       Notice of Complaint Filed: July 31, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of your gift card reciept.  Upon receipt of your case, I researched the gift card process and found the following information pertaining to the subject. Please check that you have followed the instructions below:
  

  Check your spam/junk folder and look for an email from *****************************************.
  If you did receive the email and follow the instructions, it may take 2 - 4 weeks to receive the card number, and you can check the status at www.brightspeedrewards.com.
  If you followed the redemption instructions, and cannot locate the email, please contact an account specialist at ************ (9am 6pm ET Monday - Friday).   
  
  We appreciate *********************** 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: ***********************