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:05/09/2024

  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.

  Every month with my business line ************ Im having problems with my landline. Phone calls are not able to go out or in.. I was down 2 days this week had a dial tone again no one can call in or out. I dont get any answers. I switched fiber last week. Im looking at going to a different company due to issues with your company. I havent ever had so much problems.

  Business Response

  Date: 05/16/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 16, 2024
  
  
  Re: *****************************
  21691694
  Notice of Complaint Filed: May 9, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** phone service issues. Upon review, our repair team is showing her phone service is connected and working. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *****************************

• Initial Complaint

  Date:05/09/2024

  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.

  We have internet service through BrightSpeed after they acquired CenturyLink. Their customer service is extremely unresponsive and also hangs up phone calls on you mid conversation. We are a business and our phones rely on our internet connection to function correctly. Our internet has been down making the phones unusable, which affects our business significantly. We were told originally that we would have to wait a week for any kind of service appointment which was unacceptable. We were then told that they would update our service ticket and send a technician the next day to fix our internet issues. That following day, we called for a time estimate for when they thought the technician was arriving. Now they are denying having talked to anyone about the moving the appointment up. They are saying there is no record of a service ticket being updated. We asked to speak directly to the dispatch team in our area, and we were told that they do not speak directly to customers. There was no phone number given to us to reach someone who could be helpful such as a manager or supervisor. It seems speaking to customer service is a dead end in getting anything actually resolved. We cannot reach customers and they cannot reach us for a week due to this lack of communication on their part.

  Business Response

  Date: 05/15/2024

  May 15, 2024
  
  I appreciate the opportunity to review the complaint that you submitted on May 9, 2024, regarding the recent internet service issues and delays in getting them resolved.
  
  I reached out to our technical support team for review and customer contact.  I was able to confirm of a pending dispatch dated for May 14th but were looking for a sooner date.  Due to prior engagements,we were not able to have a technician out sooner but were able to resolve the service issues on the 14th and working service was confirmed.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:05/09/2024

  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.

  On April 19th I called to set up internet service with Brightspeed to a house I'm moving to address is ******************************************************************. The house has 10 mb bonded internet so I choose to move here for the better internet. I could already get 3 mb from brightspeed next door. I moved because of the better internet for work. I called several times confirming this due to needing better internet for work. I called on April 22nd, and 30th confirmed that I get the 10 mb bonded and was told yes each time. On May 1st my move date, the technician called me and said did I want to add a line, in which I said no I'm getting new service with the 10mb bonded. His work order comments said they are adding a line to the existing service. I added this info because it says existing service which is the 10 mb bonded. He told me I would have to call in and change the ticket. On May 1st as I'm moving in I called and tried to change the ticket, they said oh I can't get the 10 mb bonded I can only get the 3mb. They said they don't offer that anymore. The previous person who lived in the house had 10 mb bonded so I know the service is there. I emailed the district manager on May 1st (*****************)and he sent it on....I haven't heard anything back so today May 9th I inquired if he heard anything. He said sorry for the mis information all we can do is the 3mb. I have a screen shot of the service ticket where it says other product remains which was the 10 mb bonded and a statement from the old tenant that says he had 10mb bonded. I would of never moved here if i couldnt get the 10 mb bonded.Now I'm stuck in a 1 year contract with my landlord

  Business Response

  Date: 05/13/2024

  May 12, 2024
  
  
  Re: *************************;
       Complaint ID: ********
       Notice of Complaint Filed: May 9, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem. After further research into your account, we have determined that the 3M that you currently have is the highest available speed at the location. The previous tenant may have had a 10M bonded speed, but that was a grandfathered speed, so once changes were made to the account, the last speed was lost, and we no longer offer bonded speeds. I am sorry that this has caused you inconvenience. There is no way to get that speed back per the lines' limitations since the bonded speeds are no longer available. However, we can offer you a $5 for 12 month as a gesture of goodwill for the inconvenience caused.
  

  We are grateful to ***************************** for taking the time to contact the BBB to inform us about the matter. We want to assure you that we are committed to resolving this issue. We understand that this situation has been inconvenient for you, and we apologize for any issues due to the experience. We appreciate your patience and understanding as we work towards a solution.
  

  Sincerely,
  

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

  
  

• Initial Complaint

  Date:05/09/2024

  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.

  5/9/2024 My land line telephone is not able to send or receive calls today.I called Brightspeed Customer Support and was cut off or *************************** from the call to them 4 times. I was on hold for over 85 minutes before finally reaching a technician who did nothing more than tell me that he would have a service representative come to our home to attempt to fix our issues one week from today, sometime between 8 a.m. and 4 p.m. Again, one week. That is a week without my telephone.Additionally, we are not able to utilize the on-line *************** service. We call and a robot answers and we still can't set up online, so we pay per telephone.Third, I tried to utilize support chat. When I went to do this, the message said that I was going to be billed $ 1.00 for the service.

  Business Response

  Date: 05/14/2024

  May 14, 2024
  
  Dear ***********************************,
  
  I appreciate the opportunity to review the complaint that you submitted on May 9, 2024, regarding the phone service issues and delays in having it repaired.
  
  I reached out to our technical support team for review and customer contact.  I confirmed that a pending dispatch was pending for May 16th, but we tried to get a sooner date.  Per our technical support team, they emailed and called a few times but never received a response.  We also show that the pending dispatch was cancelled by you.  If you still need assistance,I will reach out to you via email, please let me know if you have any questions.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service 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 had Brightspeed internet installed on 15 Feb. The fiber wire has not been buried despite multiple calls to the call center and supposed elevated tickets being submitted to the contractor. The cable runs across my front yard, across my neighbors driveway and then their front yard. Every time I call the customer service number, I get passed to the technical solutions team who tell me that I should be getting a call or text with the elevated ticket information this never comes. Account *********

  Business Response

  Date: 05/15/2024

  May 15, 2024
  
  
  Re: ***************************;
        Complaint ID: ********
        Notice of Complaint Filed: May 9, 2024
  
  Dear ****************:
  

  We want to assure you that we have conducted a thorough review of the details in your statement. After careful consideration, I personally contacted the buried service wire department and created a ticket for your request. This ticket is scheduled for evaluation on May 23, 2024, to address the issue with the wire lying across the ground. Please rest assured that we are taking this matter seriously.
  

  We understand that this situation has been inconvenient for you, and we appreciate ********************************* taking the time to contact the BBB to inform us about the matter. We apologize for any issues caused by the experience and any inconvenience.

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 05/15/2024

   
  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. I have received notification that technicians will be out in the coming days to mark the area for installation with a follow-on timeline for the completion of the job.
  
  Thank you. 
  

• Initial Complaint

  Date:05/09/2024

  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 am being held hostage by this company. I had no choice in the matter of choosing them. I was a CenturyLink customer for 4 years before apparently they sold their assets in the state of NC 2 years ago and everything just kind of transitioned to Brightspeed on its own. Well after 2 years of headache, and impossibility to csncel, I ignored it. Now I NEED to cancel and it is utterly impossible. I call them and I'm on the phone for HOURS being transferred around getting absolutely NO WHERE. Only for them to tell me "This is a CenturyLink account, you need to call then and cancel there." ...I called CenturyLink first and they told me I have no account with them because it was purchased by Brightspeed. So not only am I being transferred around inside brightspeed for hours. Now I'm being bounced around between these two companies for days. No one seems to have any idea, and no one can get me an answer or cancel my services and account. I'm also auto paying, which I did not choose. And I go to the website to change that and they WILL NOT let me change my payment method or take it off of auto pay. I didn't even select auto pay, it just started taking from me automatically when they switched over 2 years ago. For the love of God I just need my services disconnected and payments stopped. This is seriously a crime. They are holding everyone hostage. And if you navigate their website, it's impossible to do anything or get any information. Everytime you refresh the page their customer service number changes. I am at my wits end. It isn't about the volume of money being taken, it's about services being rendered that I'm not even getting. I've been without internet for 12 days and they have the audacity to charge me again automatically in another 5 days...they WONT cancel it. Please. Please. Please. For the love of God. Look into this company. They ate thieves and liars and crooks.

  Business Response

  Date: 05/21/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 21, 2024
  
  
  Re: *************************
  21687625
  Notice of Complaint Filed: May 9, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** issues with cancelling his service. Upon review, we have cancelled his service and helped him with instructions to return the modem.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

  Customer Answer

  Date: 05/21/2024

   
  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:05/09/2024

  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.

  The phone/Internet company had a add on product called cyber shield for $10 a month added to the bill . When I tried to get it they kept trying to add it to my account and it kept getting rejected because my account was a grandfathered account from when it was handled by CenturyLink. For the last 6 months or more I have been Billed for it when I don't have it and I have been trying to get them to remove it . They would remove it and tell me it has been removed but each month i keep getting billed for it.

  Business Response

  Date: 05/10/2024

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

  We deeply appreciate your patience and understanding throughout this process. After reviewing the details in the statement of the problem, I created a ticket with our IT department. The CyberShield, which was in a stuck ghost billing cycle on your account after the product had been removed, has been removed from your billing. This means it will no longer be billed on your account. You have also been credited for the months that it was still on your billing and the services were not rendered. Therefore, no further credit is due to you at this time. We assure you that you should no longer experience this issue in the future.
  

  *****************************, we want to acknowledge the inconvenience this issue has caused you. We appreciate your 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: *****************************
  
  

  
  

• Initial Complaint

  Date:05/08/2024

  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.

  Our line got damaged at the box in our neighbors yard when *** ran their lines. Our internet connection was cut due to exposed wires and pinching of no fault of ours. Brightspeed sent out a tech rep a few days later who ran a temporary above ground line to restore our service and said he would be back the next day to bury it, this was 6 months ago. The temporary cable runs across our neighbors yard, out in the road before getting to our house. Our neighbors are mad about the line, our HOA is threatening us with a fine, and the people with Brightspeed customer service open and close our trouble tickets without actually fixing it! Bury our line!!!! If it gets damaged again I will be making a visit to corporate office to complain. Bury the cable now!!

  Business Response

  Date: 05/23/2024

  
  May 22, 2024
  
  Dear *********************,
  
  I appreciate the opportunity to review the complaint that you submitted on May 8, 2024, regarding the temporary line that needed to be buried.
  
  I reached out to the field leadership for review.  I found that a ticket was manually created to have the issue resolved.  I received information today that the job was completed on May 20th.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 05/26/2024

   
  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. 

   It's just too sad that it took 6 months of calling and chatting and ultimately this complaint before Brightspeed did anything. Shouldn't have to go this far to complete a simple job.

  
  

• Initial Complaint

  Date:05/08/2024

  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.

  WE HAVE BEEN TRYING FOR MONTHS TO GET PHONE AT ********************** KANSAS REPAIRED. AFTER RAIN STORMS DOES NOT WORK. HAVE CONTACTED COMPANY NUMEROUS TIMES WHICH TAKES AT LEAST 30 MINUTES EVERY TIME AND STILL NOT REPAIRED. LADY WAITED ALL DAY TODAY AND REPAIRMAN NEVER SHOWED UP. NOW THEY SET IT UP FOR *** 13TH TO BE CHECKED

  Business Response

  Date: 05/21/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 21, 2024
  
  
  Re: *************************
  21685932
  Notice of Complaint Filed: May 8, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ******************** chronic phone issues. Upon review, our technicians found a cable issue in the central office and repaired the cable.**************** confirmed the issue was resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************

• Initial Complaint

  Date:05/08/2024

  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 most recent message to Brightspeed reads, It has now been 7 weeks without service, three weeks since the missed promised service appointments and creation of ours as an escalation case, and two weeks since you last said you had reached out . . . for help with the escalations department. Their reply to this note says, I apologize for the extended outage and I'll reopen the escalation. In other words, a repair case that should never have been closed out had been closed outand seemingly more than once.Here are the details from the original note I sent Brightspeed on April 16. I started using Messenger because our attempts to use their phone support did not work, as noted below.Our Internet and phone service went out on March 21. We called immediately and followed the technicians instructions; the phone call was cut off while were on hold. We called March 22 and were told the earliest a technician could be out was 3 1/2 weeks later, on April 15.No one came out on April 15, so we called around 4:00 pm and, after a half hour, were told someone would be out that day between 5:00 and 7:00 pm. Again, no one showed up.We then called on April 16 and started with billing, because we had just received our Brightspeed bill, which did not reflect the loss of service. The bill was prorated, and we were transferred to someone about getting repair service; they transferred us again; and after being on hold for 10 minutes, the person on the other end kept asking if we could hear them, which we could, but obviously they couldnt hear us. So at the end of this forty-minute phone call, we had to hang up.On each of these calls, we were asked to give a number to call in case we were cut off or where texts could be sent. On none of these occasions were we called back or texted. And on the Brightspeed website, the following ticket information was all that showed up: Order/ticket number: *******; Completed date: Monday, April 15, 2024; Status: Completed.

  Business Response

  Date: 05/17/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 17, 2024
  
  
  Re: *************************
  21684165
  Notice of Complaint Filed: May 8, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding Mr. ******** chronic phone issues due to the temporary line. Upon review, we have an order to install and bury a permanent line on 5/20/24.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *************************