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:07/18/2024

  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.

  Home phone and **************** has not worked for 2 weeks. Brightspeed refuses to return my phone calls.

  Business Response

  Date: 07/26/2024

  July 26, 2024
  
  Dear *************************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 18, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that our technician was out and closed the ticket without completing the modem installation.  I reached out to the area supervisor for review, and we were able to have a technician out on July 26th to complete the installation.  A credit for the downtime was also issued and job completion was confirmed by you via email.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/18/2024

  Type:Order 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 been without **************** for 8 days straight. Below contract band width for over 2 months.

  Business Response

  Date: 08/01/2024

  August 1, 2024
  
  Dear Mr. **************
  
  I appreciate the opportunity to review the complaint that you submitted on July 18, 2024, regarding the internet service issues.
  
  I found that we also received an *** complaint for the same issue.  You will soon receive a copy of our response to the *** as well.  I have also sent you a direct email where you can contact me directly as needed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/18/2024

  Type:Billing 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 had internet service from Brightspeed since they bought Centurylink. I was set up for autopay. I cancelled on June 24, 2024. I was told that was the end of my billing cycle so it would be cancelled that day. I asked about removing my bank information and was assured that would be removed with the closure of my account. I was charged another $50 yesterday. I can no longer log into my account to remove my banking info. I want my money back.

  Business Response

  Date: 07/19/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  July 19, 2024
  
  
  Re: ******************
  22010069
  Notice of Complaint Filed: July 18, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Ms. ********* payment dispute. Upon review, I was able to refund the payment back to the original payment method.  The payment should be refunded in about 3-5 days depending on the bank.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ******************

• Initial Complaint

  Date:07/17/2024

  Type:Billing 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.

  When I moved in to this apartment, they had automatic hookup with them, a router and modem in my apartment. All I had to do was pay and set up my fee and somehow, some way it had the wrong apartment number on my first and third accounts. When I log in to my account, it had the wrong apartment number. Also it had a date and time set up for them to come and complete set up of my internet from them. I was told it was not needed so they cancelled the appointments. I called and told them that they could cancel the appointment and it cancelled my account. I received a refund for those couple of times. I went back and forth with the customer service rep which had a different idea about what happened. I had to set it up myself and paid the fee. After I set up my account on July 13 and was charged $100 when I was supposed to be charged $50. The rep said she would refund me for Saturday and I would have to set another account up. Once I did this, I was charged 3 times and received 2 refunds. Yesterday, I looked at my bank account and was charged again $50. I called back and haven&#**;t received any call back from her. I would like to get a refund for being double charged for their services.

  Business Response

  Date: 07/19/2024

  July 19, 2024
  
  Dear ***********************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 17, 2024, regarding the billing and credits issue.
  
  I was able to find and research three accounts that were worked from July 10th through July 11th.  I found that all three accounts show to be cancelled.  Here are my findings for your review.

  
  Account 200***114 We billed $49 on 7/10, and a refund was issued on the same day (#CM00052873).
                  The $115.53 was waived at the time of the order.

  
  Account 200***642 We billed $49 on 7/10, and a refund was issued on the same day (CM00052839).
                  The $115.53 was waived at the time of the order.

  
  Account 200***195 - We billed $49 on 7/11, and a refund was issued on the same day (CM00053275).
                  The $115.53 was waived at the time of the order.

  
  Any card refunds *** take from 3 to 7 days to show up on your card.  I hope this information helps.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:07/17/2024

  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.

  We have been a customer of Embarq, Century Link and ****************** since 2008.We have always paid our bill by direct payment from our bank. Ever since we dropped our landline phone and went to internet service only, we have been paying $50.00 a month for internet only service. We do not get a paper bill and our monthly service has been automatically paid from our bank. In May, Brightspeed added a $1.10 charge without giving us any notice of the change. Since our bill has been the same for the whole time we didn't see the change because we don't get a paper bill, and the email doesn't show the amount. I added the 1.10 charge to the automatic payment from the bank.In May they added a $***** late charge. I wrote them a letter contesting the late charge and got no response. Today I got an email bill that shows an additional ***** late charge. We tried to contact them with online chat and it didn't work. We tried calling them and got no response.We got a bill today and they added another ***** late charge because I didn't pay the first late charge.We've been customers for 16 years and this is the first time we've had a problem.

  Business Response

  Date: 07/18/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  July 18, 2024
  
  
  Re: ***************************
  22002345
  Notice of Complaint Filed: July 17, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** billing dispute. Upon review, I issued a $40 credit for the two late fees, which will appear on the next billing statement. I also provided a screenshot where we notified **************** of the price increase on his April billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

  Customer Answer

  Date: 07/19/2024

   
  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:07/16/2024

  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.

  My phone service has not worked properly for the last 4 weeks. It was completely out for over 3 weeks. My internet has not worked properly for over 3 months. It goes out every minute or two, then comes back on.I have called and requested a tech come fix the problems. A tech had showed up a couple times, but the problems have not been fixed.I had an appointment on Monday July 8th for a tech to show up. The require someone to be here from 8 am to 5 pm. I was home all day and the tech never showed up. They rescheduled for the next day. Once again I waited from 8 am to 5pm and once again no tech. They finally sent a tech on Wednesday July 10. My phone worked for 3 days and my internet continued the same pattern of going out. As of this morning, July 16, 2024, my phone is not working again. This company is still charging me full price for my services that do not work. This has been an on going issue for years. It is hard for me to contact them due to these issues. Home phone not working and cell does not work unless internet is working.This company also says they will charge a fee if $95.00 if someone is not available at the home. I have been stood up for 2 full days waiting on them to show up. I feel that they should give me at least 2 months of credit plus 2 days if their $95.00 charge waiting on them.

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  Dear ***********************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 16, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that a programming issue was affecting the service issues and have been resolved.  Just to clarify, the $95 fee is only charged if the issue that needs to be resolved is inside the home which is the account holders responsibility.  A credit for a full month of service has already been issued.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 07/24/2024

   
  I am rejecting this response because: My phone is still not working. The internet is. 

  In response to Brightspeeds, $95.00 charge, I have the inside wire maintenance plan, so there should be no charge at all. Plus, they try to charge that when no one is available to let them inside. I sat at home 2 days waiting on a tech to show up, my time should be worth as much as their time is. At this time they have not charged me that. It is the principal, that they are allowed to keep a customer waiting, and they are the no show.

  
  

  Business Response

  Date: 07/30/2024

  Dear ***********************, 

  Regarding your recent rejection about the phone service issues.  The missed dispatch/es were due to an area outage that was not resolved yet and a visit to your residence would not have cleared up the issue.  Once the outage was cleared, the service issues were resolved.  Like you mentioned, the $95 visit charge would not come into play due to you having the inside wire maintenance.

  Sincerely,

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

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:

  According my neighbors, their phones were working fine. Mine never did, therefore, I don't believe the business is being completely honest in their response as to an area outage.

  However, the business and I did come to a resolution. They gave me a credit for 1 month. I cancelled their services and they are sending me  2 refund checks totally $171.14.
  
  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:07/15/2024

  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.

  I have spent several hours on the phone trying to cancel my internet service without success. I just received a text message from Brightspeed stating someone will be installing my service tomorrow. I always get a run around. Ive been paying for a service I didnt know I was being billed for. At this point I just want the service cancelled.

  Business Response

  Date: 07/17/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  July 17, 2024
  
  
  Re: ********************;
  21994584
  Notice of Complaint Filed: July 15, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** service order issues. Upon review, I was able to disconnect his services and close his account per his request. I have also provided him with a link with steps to return the modem and get the return label.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************

• Initial Complaint

  Date:07/15/2024

  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.

  Contacted company to get my internet issue resolved. Was told they couldn't come out for a week and a half to fix. Upon speaking to a second agent, I was told there was an internet outage. And another said there was no outage. There is tons of misinformation going in here. I rely on internet service to work due to working from home. I cant wait a week and a half to have someone come out.

  Business Response

  Date: 07/31/2024

  I have tried multiple times to get in touch with this customer to get account information because i could not find her in our system. I have called and sent emails to no avail. I have left voicemails, but no return contact has been attempted on her behalf. 

• Initial Complaint

  Date:07/15/2024

  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.

  Terrible customer service,told them I was recording for the BBB put me on hold never came back...called back had a tech come to fix the job he didn't fix the job made it worse know they won't fix the problem terrible company.

  Business Response

  Date: 07/22/2024

  July 22, 2024
  
  Dear Mr. ****************************
  
  I appreciate the opportunity to review the complaint that you submitted on July 15, 2024, regarding the service issues.
  
  I reached out to technical support team for review and customer contact.  I found that a dispatch was scheduled for July 18th.  A short was found and repaired to resolve the service issues.  Our repair agent was only able to send an email to confirm a working service as the voicemail box shows to be full.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/15/2024

  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.

  I requested internet & home phone service in April, in late may my outside lines have been put in which was required, in June I called back to come out to install the internet inside my home, I was told I was on hold, and was given June 10th for a technician to come out, and no one showed, and again I called back and was given a date of July 10th, and still no one has showed up to complete the installation for my internet and phone service.

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  Re: **********************;
        Complaint ID: ********
       Notice of Complaint Filed: July 15, 2024
  
  Dear ****************:
  

  We appreciate the opportunity to review the details of your installation. Upon receipt of your case, the account was thoroughly examined. We have found that the copper cable needed to complete your installation is on backorder, and we are working diligently to get that order to the contractors to complete your installation. Still, we have yet to set a date for receiving it. We are doing our best to accommodate all the customers who are still waiting for the order to arrive. We understand this may be frustrating, and we sincerely thank you for your patience and understanding. Please bear with us and our contractors while we wait for the supplies to complete your job. We apologize for the inconvenience this may cause you. We strive to do a better job at all costs.
  
  We appreciate *********************** for taking the time to contact the BBB to inform us about the matter. We value your feedback and understand the effort it took to bring this to our attention. We apologize for any issues due to the experience and inconvenience.
  

  Sincerely,
  

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