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:05/29/2024

  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.

  We have been receiving internet for the last 5 years from this company and we've always had problems. We haven't received the speed for which we're paying for. In the last month alone, our internet has been out for 11 days total. Everything in our house relies on internet, including alarms and baby monitor among other things. **************** is horrendous and not at all helpful. They've been stealing money from us for years while not providing the correct internet speed or even service at all.

  Business Response

  Date: 06/04/2024

  BBB of ***************** and Western N.C.
  ************************************************************************************
  
  
  June 4, 2024
  
  
  Re: *********************************
  21773209
  Notice of Complaint Filed: May 29, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************** internet speed issues. Upon review, I was able to get a repair ticket scheduled but ****************** requested to cancel it. Brightspeed has tried to reach out to her several times via phone and email and we have received no response.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *********************************

• Initial Complaint

  Date:05/28/2024

  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.

  No internet service, phone intermittently. They have told us they cant take a landline phone out that we dont use but have to pay over $100 a month for. Brightspeed with Century

  Business Response

  Date: 05/31/2024

  May 31, 2024
  
  
  Re: ********************;
        Complaint ID: ********
        Notice of Complaint Filed: May 28, 2024
  
  Dear ****************:
  

  We are truly grateful for the opportunity to review the details in the problem statement. After our conversation with ****************, a ticket was promptly placed to have the escalation repair team look into the slowness in his internet connection. Thanks to the diligent work of our programming team, the issue has been corrected, and the system is now back to a stable condition.
  

  We deeply regret the inconvenience caused by the experience and sincerely apologize for any issues it may have caused. We appreciate ************************* taking the time to contact the BBB to inform us about the matter.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:05/28/2024

  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 high speed internet fiber optic connection provided by Bright Speed. I am paying for 1 GBS internet speed. But I am getting about ******* MBPS speed only. I have been trying to get Bright Speed to resolve this issue for last 2-3 months. It is impossible to connect with Bright Speed customer department. Almost every time, the phone gets disconnected after about 6-9 minutes. They promise to call you back, in case the phone gets disconnected but nobody ever calls back. Every time, you spend 1-1.5 hour on phone with no resolution. When you call the customer service phone *************), you get transferred 2-3 times before someone starts asking same questions that you shared with previous customer representatives. Unfortunately, they are the only high speed providers in our area. So I am stuck with Bright Speed.

  Business Response

  Date: 05/30/2024

  May 30, 2024
  
  Dear Mr. *******************
  
  I appreciate the opportunity to review the complaint that you submitted on May 28, 2024, regarding the internet service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that we were able to have a technician out on the 29th who was able to resolve the issue and get the service speed up to the highest available in the area which is 800m.  A credit has been issued to the account for the amount requested on the complaint.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 05/30/2024

   
  I am rejecting this response because of the following reasons:

  Brightspeed took over from CenturyLink in October 2022. Since then, we are getting internet speed of around 100 MBPS only, as against the contracted internet speed of 1 GBPS. We are paying for 1 GBPS internet speed.
  
  We called Brightspeed multiple times over past 19 months.  Extremely poor customer service and difficult access to the support team were so time consuming, stressful and frustrating experience. 
  The representative from Brightspeed who visited us on 05/29/2024 detected the following:
  No Brightspeed modem was installed when switching from Centurylink to Brightspeed. So they had to provide a modem. Without modem number, the customer care was not even willing to talk to us. We were not able to create a login profile without a modem details. The Brightspeed customer service was unable to determine if we were DSL customer or fiber internet customer without a modem number. 
  They had to replace old 710 ont with new 711 because the old one was not compatible with the system.
  The programming found an issue with download profile that was pushing ONLY 100MBPS all along for last 19 months.
  On asking for full refund for the past 19 months, they offered to refund only one months charges (copy of invoice with one month refund attached) which is totally unfair and unacceptable. We have been paying for 1000 MBPS and received only 100 MBPS,that is 1/10th of the contracted speed.
  They should refund nineteen months (since Oct 2022 to May 29th 2024) charges ($ ***** per month x 19 = $1,457.49) and be appreciative that we are not charging them penalties for the waste of time, stress and expenses incurred due to their inactions. We had to spend over $1000 on internet extenders and various routers to be able to have a function internet in our house. I can provide the receipts for these if needed.
  
  Brightspeed is the only high-speed provider in our area so they have a monopoly in this business. 

  
  

  Business Response

  Date: 06/05/2024

  June 5, 2024
  
  Good afternoon, 
  
  
  Thank you for your response.  I wanted to thank you for your patience and once again apologize for any inconvenience.  As previously advised due to our speeds from 100m to 1g being the same price point we cannot issue any credits.  In the future if we can get your speeds up to 1g, we can upgrade your speed and the price will also remain the same.  Again, my sincere apologies.
  
  Sincerely,
  
  **************
  Brightspeed - Customer Advocacy Group
  
  

  Customer Answer

  Date: 06/06/2024

   
    I am rejecting this response because:
  The information Brightspeed provided  is factually inaccurate as follows:

  
  1 They do not have same price point for100 to 1 GBPS (940mbps). They charge different rates for different speeds. When I tried to explore on 06.05.2024 the internet speed provided by Brightspeed in ***********, I found that they have different price for below 100 MBPS and above 100 Mbps (up to 940 Mbps). Please see attached screenshots of Brightspeed website.

  
  2.  A programming error at Brightspeed end was detected during inspection by their representative. It was limiting internet speed to 100 mbps. We were getting speed below 100 mbps almost every day. When their representative arrived it was 65 mbps.

  
  They are charging me for 940 mbps ($76.71 per month) which is higher than what they are offering today.

  
  Brightspeed asked me to buy a modem from them for $ 200 to resolve the issue. So, in other words, Brightspeed wanted me to pay to correct their low speed internet issue while charging me for 940 MBPS speed. On their website, they advertise free modem 

  
  Their customer treatment is appalling and deceitful.

  
  Thanks for helping with this ongoing issue for such a long time.

  
  Anjali 

  
  

• Initial Complaint

  Date:05/28/2024

  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.

  FOR THE 2ND **** IN 3 MONTHS BRIGHTSPPED INSTALLERS HAVE CUT MY PHONELINE WHEN INSTALLING INTERNET FOR MY NEIGHBORS. THE LAST **** I WAS WITHOUT PHONE SERVICE FOR 3 WEEKS AND THIS **** (SO FAR, I'VE HAD TO PHONE SERVICE FOR WEEKS). THEY CONSTANTLY SET UP APPOINTMENTS BUT ARE CONSISTANTLY A N- CALL-NO SHOW. THE LAST **** THEY PROMISED A ONE MORE CREDIT FOR THE **** I HAD NO SERVICE BUT THAT NEVER APPEARED. NOW THEY ARE PROMISING ANOTHER CREDIT FOR $50 (WHICH i WON'T SEE) AND SET THE APPOINTMENT UP FOR TOMORROW, MAY 29TH BETWEEN 8:00-5:00 BUT I'VE JUST RECEIVED AN UPDATE WHERE THE SOONEST THEY CAN COME WILL BE **** 26TH - AT THAT POINT I WILL BE WITH NO PHONE FOR ALMOST ANOTHER 6 WEEKS BUT THEY CONTINUE TO SEND BILLS. WE ARE 85 YEARS OLD AND DEPEND ON OUR PHONES IN CASE OF MEDICAL EMERGENCIES. IS THERE ANY SOLUTION FOR MY PROBLEM. OUR BILLS ARE PREPAID AND AT THIS **** WE'VE PAID OVER A $100 FOR NO SERVICE AND NO CONFIDENCE IN THIS COMPANY. ALSO, IS THERE ANY RECOURSE SHOULD THERE BE AN EMERGENCY AND NOT BEING ABLE TO CALL ANYONE. TO ME THIS IS THE SAME THING AS ELDER ABUSE.

  Business Response

  Date: 06/06/2024

  June 6, 2024
  
  Dear *******************************,
  
  I appreciate the opportunity to review the complaint that you submitted on *** 28, 2024, regarding the phone service outage and the wrong account social.
  
  I reached out to our technical support team for review and customer contact.  I found a pending dispatch was dated for *** 29th.  After a second visit from the technician on the same day, the service issues were resolved and confirmed by you with our repair agent.  I understand that you will be sending in some documentation to correct the social on the account.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:05/28/2024

  Type:Order 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.

  The phone works on and off. I keep calling them but they keep putting me on hold and then cutting me off. They will not come to fix my phone connection.

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  Dear ***************************,
  
  I appreciate the opportunity to review the complaint that you submitted on May 28, 2024, regarding the phone service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that a dispatch was issued for review for May 30th and resolved the service issues.  Our technical support agent spoke with you on June 2nd and confirm that all was working.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 06/04/2024

   
  Better Business Bureau:
  

  This response was provided verbally to BBB.
  

  Brightspeed has resolved my issue.
  

  Thank you. 
  

• Initial Complaint

  Date:05/28/2024

  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.

  My wife cancelled service with Brightspeed on April 18, 2024. We've received a confirmation number from them confirming this cancellation. However, they continue to charge us their monthly service fee of $69.00. I've called once before in late April and we received credit for the April payment. However, they just charged us again through their auto-pay system on our credit card. I'm frustrated that we seem to have to call them every month to get our $69.00 charge credited back to us. I want us to be credited this amount and I want them to stop charging us this monthly fee each month. My wife and I do not have the time to contact them every month to get this corrected.

  Business Response

  Date: 05/30/2024

  *** 28, 2024
  
  
  Re: **********************;
        Complaint ID: ********
        Notice of Complaint Filed: *** 28, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem. After researching the account, I found that the April ******************* needed to be paid and rolled over, causing a late fee to be assessed. The final bill in *** is for a $49 service fee plus the late fee of $20 for a total of $69. The customer called in and had the late fee removed and the internet fee adjusted for the time of service that the internet was still in service, leaving the final bill for $32.10, which was paid on *** 28, 2024. The account is fully closed with a zero balance, and no further billing will occur.
  

  We understand that this situation has been inconvenient for ***********************. We apologize for any issues caused by the experience and inconvenience.

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:05/28/2024

  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 elderly Mother uses Brightspeed phone service. Her service went out on 5/23/24 and is still not working. I reported The outage on 5/24/24. I have followed all Brightspeed advice and still can not get a repair order in the system. I have been on hold with them for over an hour, used their preferred chat function multiple times and still do not have a resolution to the issue. I have physically driven to my Mothers to reset the phone with no joy, and still no dial tone. She lives alone. Thanks for giving me an outlet to rant, I rate Brightspeed a very poor company. If she had other options in her semi-rural location I would discontinue the service

  Business Response

  Date: 05/31/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 31, 2024
  
  
  Re: *****************;
  21767518
  Notice of Complaint Filed: May 28, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************** mothers phone service not working. ************** confirmed her phone service started working again. Brightspeed issued a five day out of service credit.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *****************

  Customer Answer

  Date: 05/31/2024

   
  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:05/27/2024

  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.

  Since Brightspeed replaced CenturyLink, it has been nothing but issues. The modem we have is constantly not working. When it rains or the wind blows too hard the internet goes out. We have now been without internet since April 16, as previously mentioned the modem stopped working. I tried all the normal things before I called Brightspeed, once I got thru to a person (very hard to understand) I had to go thru everything all over again. I got passed around to a few departments until the decision was made that a tech would have to come out. I was told the only day they had was May 23 & that he would be here between 8 & 5. Well the 23rd finally got here & no show. My mom called me at 2:00 saying she hasn't seen or heard from anyone but she did check the tracker and that we had no appointment scheduled. I called Brightspeed and at first they told me we didn't have an appointment & then he said oh I found it. He said that the tech would be there at 5. I checked with my mom at 5:20 & still no tech. Called again and they tried to say oh no one was home.. come to find out Brightspeed cancelled our work order #*******. Now they say it will be 6/6 before they can get to us because of all the installation they need to do. I would think seeing that this is their s**** up we should take priority over any new installationd. I work from ************** This is effecting my job; we shouldn't have to go 2 months without internet.

  Business Response

  Date: 06/18/2024

   June 18, 2024
  
  Dear ***************************,
  
  I appreciate the opportunity to review the complaint that you submitted on May 27, 2024, regarding the service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that due to an area cable outage and heavy workloads our estimated time of repair was dated for July 5th or sooner if possible. I also found that you have decided to go with another carrier.  I see that credits were issued to the account to bring it to a $0 balance as well.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 06/18/2024

   
  I am rejecting this response because: they knew from the first appointment that no one was coming but didn't do anything & when I called I got lies and the run around. 

  This company needs to train their employees better. The situation would have gone a lot easier if they had just been truthful from the beginning.

  
  

  Business Response

  Date: 06/19/2024

   

  June 19, 2024

  Good morning, 
  
  Regarding your rejection, your frustrations are valid, and I do sincerely apologize.  The cable outage in your area seems to be a bit more serious than normal.  The outage/dispatches were closed out due to common cause, a common cause relates to an area outage that is already being worked, this is why the dispatches were closed.  You were not lied to; our front-line agents can only provide the information that they see on their screens as the field changes are not readily available to them.  When we received your BBB complaint, our technical support agent tried to escalate the issue, but due to unforeseen circumstances in the field, they were not able to get your service outage resolved sooner.  Again, my sincere apologies for any inconvenience.
  
  Sincerely,
  
  ***** (****) *******
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:05/27/2024

  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 been down 2 weeks Brightspeed worse than dial up **************** *****.Repair was scheduled for 5 24 24 Didn't show up didn't call. I'm 73 years old and can't get internet from ******************* The lie and tell you to be home but they do not show up or inform the customer that hey are not keeping their scheduled appointment. I have no other choice but brightspeed in my area. Brightspeed needs to have a lawsuit against their company for endangering the life of this senior citizen. The government is allowing this company to rip senior citizens off. It's a **** shame. Don't believe Me? Try talking to a real brightspeed associate who gives a **** without getting an out of country technician who can hardly speak the English language. If you can get a real person (not a recording) You're lucky ! Those Indians can't fix ****.I'm looking for lawyer to sue ******************* The have been taking my money for over 5 years and their internet is worse than dial up use to be.

  Business Response

  Date: 05/28/2024

  May 28, 2024
  
  
  Re: *********************;
        Complaint ID: ********
        Notice of Complaint Filed: May 27, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the problem statement. After researching the account, a ticket was submitted to the ********************* Team, and a technician was dispatched. A damaged cable was causing a disruption of service. It has now been repaired. The customer is aware and has agreed that the issue has been resolved. We want to reiterate our commitment to providing the best service possible and assure you that we will continue to monitor the situation to prevent any future issues.
  

  We are deeply grateful to *********************** for taking the time to contact the BBB and inform us about the matter. We sincerely apologize for any issues caused by the experience and any inconvenience it may have caused.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:05/26/2024

  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 been a customer of ******************, formerly Centurylink, for over forty years. I called them on 5-21-2024 to request a transfer pin to transfer my line line phone number to another carrier. They said they do not issue such pin and started a cancellation process making it harder for me to retain my number. I have had at least three conversations with them with the same results.Is there any way you can help with this issue? Thanks

  Business Response

  Date: 05/30/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 30, 2024
  
  
  Re: ***************************
  21762421
  Notice of Complaint Filed: May 26, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ********************** trouble porting his number to another provider. I provided him with information the other company needs to start the port process. I did not receive a response from ******************.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************