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:07/09/2024

  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.

  Non-Existent, off-shored customer service.Unreliable service.Empty promises.I purchased Brightspeeds 960mg digital internet package for our home as it was the only option other than Starlink in my area. From the moment I placed the order in April 24 there seemed to be confusion.Finally got service up and running, and when it works, it works well. But when it fails and it does often, there is nothing you can do other than attempt to contact and off-shored CSR who reads from a script and has no technical knowledge whatsoever.In 3 months, we have had multiple outages for days with zero assistance. **************** tells me one thing, the automated app says another for restoration - and neither are ever correct.Final straw, internet fails on 7/7/24. I am given restoration time of 6 hours via automated app. Then 12 hours, then *****, and now they tell me they cannot detect an outage in my area? Our entire community is out, and there is absolutely no communication from this company that they are either aware or concerned about the customer.I RELY on a good, solid internet ************************* for my income and would gladly pay more for slower speeds with a different satellite based provider but was promised more with Suddenlink and they have not delivered.When I have interacted with the local techs, they seem to be great employees doing their best. But getting ahold of them is almost impossible, and customer service does everything they can to keep you from having this contact. Be transparent, be realistic, and communicate with your customers!

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  
  Re: **********************;
        Complaint ID: ********
        Notice of Complaint Filed: July 9, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of the service interruption. Upon receipt of the case, a repair ticket was generated. **************** was part of a service interruption caused by Hurricane *****. The service interruption was due to storm damage and has now been repaired. The customer was issued a refund for the out-of-service time on his account, and we assure you that we are continuously working to improve our services. Brightspeed is sorry for the inconvenience caused by this natural disaster.
  

  We understand that this must have been a frustrating experience for **************** and we appreciate his taking the time to contact the BBB to inform us about the matter. We sincerely apologize for any issues caused by the experience and any inconvenience.
  

  Sincerely,
  

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

  Customer Answer

  Date: 08/02/2024

   
  I am rejecting this response because:

  This organization cannot maintain a reliable internet connection, and has zero customer support. We are once again dealing with an extended outage in our community less than a month after and week-long outage. Brightspeed needs to provide reliable feedback to their consumers about what they are doing to address their issues versus off-shoring their customer facing reps who do nothing but read scripts and offer no useful information. Provide immediate transparency to your customers, and add a sense of urgency to keeping your system online.

  Desired Resolution:

  Contact by the business

   

  
  

  Business Response

  Date: 08/02/2024

  August 2, 2024
  
  
  Re:**********************;
        Complaint ID ********
        Notice of Complaint Filed: July 9, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the rebuttal details in the rejection complaint. Brightspeed would like to apologize for the sudden interruption in service at your home again. We are happy that the service was returned promptly. We have credited your account for one day of service that you were down. Please be assured that we are committed to improving our service quality and stability.
  

  Again, we appreciate *************************** taking the time to contact the BBB to inform us about the matter. We understand the inconvenience this may have caused and sincerely apologize for any issues caused by the experience.

  Sincerely,
  

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

• Initial Complaint

  Date:07/09/2024

  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.

  I am filing this complaint on behalf of my 89-year-old mother. She has had century Internet/phone for years and bright speed bought them out. When I realized how much they were charging her, I decided to switch her to ******** Upon speaking with speed, I literally was on the phone for two hours because they would not take for an answer and they kept trying to get me to stay with them. I finally got through to a supervisor and she assured me that the account would be closed and we were finished. I have just been informed that my mother is still being charged for the service and the bank told her that because this is a quote foreign company that the only way to stop it is to change checking accounts. I have never in my life dealt with the company that was so incredibly aggressive. My mother should not have to be going through this. Yet, here we are having to deal with this company and they will not take no for an answer. She has not had quote service with them for over two months.

  Business Response

  Date: 07/10/2024

  July 10, 2024
  
  Dear *******************************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 9, 2024, regarding the disconnect request and billing inquiry.
  
  Once researched, I found that the account was *************************** on March 20, 2024.  A final billing statement for service was sent on March 26th for $9.40 which was paid on April 15th.  Two months later, on May 26th, a billing statement for $109.74 was issued due to an un-returned equipment.  I also found that this payment was backed out/charged back on July 5th.  I have issued a credit to the account effective today for the $109.74 as courtesy.  The account balance is now at $0.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 07/12/2024

   
  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.   Im very pleased that they decided to honor. I was told by the representative that I canceled the service through that we did not need to return the equipment because it was old. Im very satisfied with this response and my faith in them has been restored. Thank you so much for all of your help.
  
  Thank you. 
  

  Customer Answer

  Date: 07/15/2024

   
  I am rejecting this response because:
  

  . Once I received the response that my moms account was now closed zero balance, (Once researched, I found that the account was *************************** on March 20, 2024.  A final billing statement for service was sent on March 26th for $9.40 which was paid on April 15th.  Two months later, on May 26th, a billing statement for $109.74 was issued due to an un-returned equipment.  I also found that this payment was backed out/charged back on July 5th.  I have issued a credit to the account effective today for the $109.74 as courtesy.  The account balance is now at $0.). I assumed that this was the end and thats why I agreed to the settlement from speed. 

  However today,  my mother told me that she received a letter today demanding that mom sent a certified check for $109.74 for the amount of the equipment.  I dont know what to do. Shes upset. Shes 89 years old and doesnt need this grief. I have never in my life to deal with a company that was so aggressive trying to cancel an account. They literally would not listen to me and kept trying to get me to stay and upgrade at a lower price. I just want my mom left alone and I want to do the right thing. I did everything they said.  What should I do? Any help would be appreciated. Thank you

  Have a great day,

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

  
  

  Business Response

  Date: 07/15/2024

  July 15, 2024
  
  Dear *********************, 
  
  Regarding your recent rejection, I have confirmed and my credit on the account still stands, as previously advised, the account is at a $0 balance.  The letter that was sent out, was automated.  Again, my sincere apologies, but all has been resolved.  Thank you once again.
  
  
  Sincerely,
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 07/15/2024

   
  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.   Please thank them for me
  
  Thank you. 
  

• Initial Complaint

  Date:07/08/2024

  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 requested help from Brightspeed to assist w my internet issue. Brightspeed has credited my account. ****************** had a tech come to my house, the tech didnt report to me what the problem was/is. I have spent hours online w chat Cody **** then transferred to human agents. The problem resolves for a few hours or minutes and then I have to proceed w the same process over and over again. This includes restarting my router. It has been over a month in a half and Im still having problems w my service.

  Business Response

  Date: 07/15/2024

  July 15, 2024
  
  Dear *************************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 8, 2024, regarding the internet service issues.
  
  After reaching out to our technical support team for review,I found that there was an area outage due to a power and network facilities that was causing the service issues.  When the outage started there was no time to advise of for the issue to be resolved per the field leadership.  I received confirmation on July 15th from our technical support team that the outage was resolved,and all should be working.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:07/08/2024

  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.

  On 20 June 2024 my bank (USAA) completed a monthly wire transfer payment (Authorization code W6BTN-Y64N3) in the amount of $55 to Brightspeed for payment that was due June 24th 2024. When I received my July billing statement it reflected that that I did not pay my June payment and that I had a late charge of $20. I contacted Brightspeed via Chat and was informed by an agent that they had received my payment on 20 June 2024 and it had not been posted to my account until 3 July 2024 (9 working days later). The Agent stated that there was an error on their end and waived the $20 late fee. The agent further stated that if I waited an hour the billing statement would update. On 8 July 2024, after seeing that the July billing statement had not been corrected on Brightspeed's website, I again contacted Brightspeed and was informed by agent **** that although they received the payment on 20 June 2024 my bank did not give them proper authorization to process the payment until 3 July 2024. I checked with my bank who stated that after they wired the payment on 20 June 2024, no further authorization or action was needed from them to process the payment. At approx. 7:30 hrs. On 8 July 2024 I called Brightspeed and spoke to Manager (Galeex) who after several minutes of denial stated that they did receive my payment on 20 June 2024 and that Brightspeed had a computer glitch which effected my payment and updates had already been completed to correct the issue. Brightspeed made all monetary corrections to my account but refused to update the July billing statement to reflect that I did not miss my June 2024 payment. After dealing with 3 different Brightspeed representatives and each one of them giving me inaccurate and deceiving information, I am not confident that they will correctly document the true information on my billing history. I do not want my billing statements to incorrectly show that I missed a payment which could effect my credit score in the future.

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  
  Re: *******************;
        Complaint ID: ********
        Notice of Complaint Filed: July 8, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details of your billing issue.  Upon reviewing the account, I discovered that the June payment was made on time. A glitch in the system made the payment appear late. When the statement was printed, it didnt show that the payment was processed through our system. Thats why the June payment was added to the July statement. A late fee was assessed due to the glitch that since been removed off the account. The July bill is for the average amount of $55.00 and is due by July 22, 2024. Unfortunately, we cannot reprint the corrected invoice for July.
  
  It has been noted that there was no late payment made on the account to protect your billing history. We are sorry for the inconvenience this may have caused you.
  

  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: *******************

• Initial Complaint

  Date:07/08/2024

  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.

  WiFi speeds too slow. Cant do work from home due to too slow of a connection. Cant be verified on dual authentication systems because the internet is too slow and when the data does come it is too late (timed out). Cant connect to apps on tv either because too slow. Cant even mirror from phone to tv because it cant detect anything! This has been going on for three or four years now. There is no phone number you can speak to people with or get help. Internet help isnt an option when its slow or non existent! I cant backup data or inventory, programs, software etc. Scheduled an appointment today for REPAIR AND THE EARLIEST **** IS 7/24/24.

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  Dear Mr. **************************
  
  I appreciate the opportunity to review the complaint that you submitted on July 8, 2024, regarding the internet service issues.
  
  I reached out to dispatch team to try and reschedule the pending July 24th dispatch.  The dispatch was rescheduled for July 15th.  I also received an update from our technical support team confirming that a bad port was replaced, and modem swapped to resolve the service issues.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 07/16/2024

   
  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:07/08/2024

  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 bright speed internet.. There was some workers across the road working. They clipped my Internet line. I have been calling bright speed for someone to come out to fix it for over 3 weeks. All I do is get ignored.

  Business Response

  Date: 07/12/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  July 12, 2024
  
  
  Re: *************************
  21957300
  Notice of Complaint Filed: July 8, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding their internet service outage. Upon review, our technician was able to repair the cut cable on 7/9, restoring the service. Brightspeed issued a 3-week out-of-service refund, which will be refunded back to the payment method.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

• Initial Complaint

  Date:07/08/2024

  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.

  My sister, ************************* *************), suffered two strokes, one in March and one in April. During that time, Brightspeed disconnected her phone. She is able to live by herself now. Her daughter and I have called Brightspeed to get her phone service reconnected. They told me initially the service would be connected within two days. That was two weeks. We have called several times and been on the phone for long periods of time. She needs her phone just in case she has a medical energency. She does not have a cell phone. We cannot get in contact with her if we need to. She does not owe anything on the account. It is current.

  Business Response

  Date: 07/15/2024

  Good afternoon, 
  
  This is regarding BBB case # ********, which is a duplicate complaint.
  
  Our response was sent over to BBB via case #********.  Thank you in advance.
  
  
  July 15, 2024
  
  
  Dear ****************:
  
  We understand the inconvenience the account issuance problems may have caused. Upon receipt of the case, it was sent to have the order created for your mother's accounts. Since the account has now been established and the service is working, we would like to issue you one month of credit on the account for the inconvenience caused during the mishap. Brightspeed would like to apologize for the confusion caused during the ordeal.
  
  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. Once again, we sincerely apologize for the confusion and inconvenience caused.
  
  Sincerely,
  
  **************
  Brightspeed Customer Advocate

• Initial Complaint

  Date:07/08/2024

  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 not had my land line telephone since 07/01/2024. I called brightspeed and they said they could not fix it until August 14,2024. That is six weeks away. I cannot do without my phone that long. I am not the only one that it is affecting. brightspeed tells us the line is down, but they are busy in the city of ************ putting in new equipment, Thank you for your help. If you try to call me call **********. *********************

  Business Response

  Date: 07/18/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  July 18, 2024
  
  
  Re: *********************
  21955803
  Notice of Complaint Filed: July 8, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** phone service outage and requesting a sooner repair date. I was able to escalate her repair ticket and we repaired the outage on 7/17, restoring her service. I issued a 16-day out-of-service credit for $63.97, which will reflect on the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************

• Initial Complaint

  Date:07/08/2024

  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.

  ************* to disabled person has not worked for 8 days

  Business Response

  Date: 07/15/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  July 15, 2024
  
  Re: ******************************
  21950855
  Notice of Complaint Filed: July 8, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ********* ******* outage. Upon review, our technicians found a cable issue in the central office and repaired the cable. I issued a 10-day out-of-******* credit which will reflect on the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ******************************

• Initial Complaint

  Date:07/07/2024

  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 (formerly CenturyLink) is supposed to provide, in my particular case, home telphone service. Instead, each day we HOPE to have sufficient service to communicate with Family, Friends, and ********* Services, should the need arise. My 92 year old Mother lives with me, so we NEED to be able to depend on our telephone. Instead, when we pick up the phone to call, we are met with Static, Humming, Crackling, Rustling, and even distant voices. On the occasion we DO have a dial tone, my Mother is unable to hear or understand callers. It is difficult for me as well, and I have excellent hearing. Callers tell me they've been trying to reach me unsucessfully. "It rang and rang and rang" or "I got a busy signal". I have Call Waiting so there should never be a busy signal. Yes, I have a mobile phone. My Mother is homebound. But I digress. Brightspeed repair has been contacted numerous times, and they "fix it remotely" or whatever they do, or it resolves on its own (ha). The last technician who came told me "there's really nothing we can do". Seriously this is the 21st century, and they cannot fix a simple telephone issue? PLEASE we just want to know we are being heard. Thank you so much.

  Business Response

  Date: 07/12/2024

  July 12, 2024
  
  Dear ***************************,
  
  I appreciate the opportunity to review the complaint that you submitted on July 7, 2024, regarding the land line service issues.
  
  I reached out to our technical support team for review.  I found that a dispatch was scheduled for July 15th which was later expedited to July 11th.  Per the repair dispatch, our technician noted of a repaired cable to resolve the service issue.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************