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:04/10/2024

  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 pay a high price for internet service and are not getting good quality. Especially this past month. Our internet is fairly weak to begin with and then it goes out all the time. In and out. Its difficult to do anything without internet service. *******/*************************. ************ ******************** ***** *****. Telephone associated with my account ************ Number to contact. ************

  Business Response

  Date: 04/15/2024

  April 15, 2024
  
  Dear *******************************,
  
  I appreciate the opportunity to review the complaint that you submitted on April 10, 2024, regarding the internet service issues.
  
  Our technical support team was involved in reviewing the service issues and found a high bandwidth utilization issue due to the number of devices on the service.  Our technical support agent called and sent emails with contact number, they have yet to hear from you.  ********** issues found other than the number of devices being used with the purchased speed.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

  Customer Answer

  Date: 04/16/2024

   
  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:04/10/2024

  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.

  Around March 14th of this year, I ordered an additional DSL line to be activated for our house, and a phone line as well. The modem arrived, but the first appoint to have the service activated was cancelled for some reason that was never fully explained, only that a technician needed to be physically present in the home for it to be activated. They gave me a date, and the technician never showed up. This happened three more times, including one occasion when a technician showed up to activate a fiber internet line, but we dont have fiber, we have DSL. Four times now weve been given an appointment to have our service activated and all four times no one showed up, or reached out to see how things were going. So for a month now, my wife and I have been inconvenienced by a slow, lagging internet connection throughout the day. We are both physicians that see patients through telehealth from our home, and depend on the internet connection for it, so when it lags, it affects our patients as well. This is by far the worst customer service Ive experienced, and would switch providers if I could but for now I just need this service to be activated as we agreed.

  Business Response

  Date: 04/15/2024

  April 14, 2024
  
  
  Re: **************************;
         Complaint ID: ********
         Notice of Complaint Filed: April 10, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem. There was an issue with the current order that was on your account and the dispatch system was not reading it correctly and not dispatching out a technician as it so looked scheduled. I have created an entirely new order made sure that it has flowed through all the systems and assigned a technician to come to your location. Your technician will be *******. He will arrive on Thursday, April 18 between 8 am and 5 pm. When the technician arrives, he will need access to the location, so make sure there are no locked gates outside as well. Since there is already one line of service at your address there may be the event that an additional **** will be needed for the new line because the two lines can't run from the same ****, I have already placed in all the tech notes that this is an additional line of service, so the tech is prepared for that as well. All installation fees were waived as a courtesy and to show a sign of good faith we have also extended a $15 per month credit for the next 12 months for all the inconvenience.

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

  Sincerely,
  

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

  
  

  Customer Answer

  Date: 04/15/2024

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:04/10/2024

  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 having repeated problems with poor **************** from the company. Despite multiple attempts to resolve, the service still is far slower than their promised speeds or non-existent. The local community ******** page is filled with similar complaints. I was scheduled more than 2 weeks ago during a previous outage for a tech to visit this week. Today I again have horrible service, and I rely on it for work. I get nothing but talk of "value customer" and no results. I have no other real choice for service in my area other than Starlink, and I'd rather not go that route.

  Business Response

  Date: 04/15/2024

  BBB of Southern Piedmont and ************
  ************************************************************************
  
  
  April 15, 2024
  
  
  Re: ****************
  21553509
  Notice of Complaint Filed: April 9, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding **************'s internet speed issues. Upon review, our technicians completed his repair ticket on 4/11.************** confirmed the issue was resolved. I advised him to reach out to us if he has any trouble in the future.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: ***** Lease

  Customer Answer

  Date: 04/16/2024

    

  My **************** is working now, but I've been down this road before. Let's see if it lasts. Thank you, BBB.

  
  

• Initial Complaint

  Date:04/10/2024

  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 Febuary 26, 2024 we had Brightspeed to install fiberoptic cable to improve our internet connection. The installer mounted the modem and router in the garage even though I told him that the signal would not go through 3 cinder block walls. He taped the units to the wall rather than mounting them. They fell off the wall before nightfall. We had no signal as expected. The tech told us that the cable would be buried underground within 2 weeks. Brightspeed sent another tech to correct these deficiencies. This tech did the installation well but couldn't get the telephones working. After several attempts to fix the problem by phone over a period of 3 weeks, I finally fixed the problem without help as they didn't seem to know much about phones. After the first installation, we were told that the cable would be buried within two weeks. It has now been almost 2 months and the cable is still above ground. I contacted Brightspeed today and was told that no repair ticket was on file but they could get it buried within 10 weeks. This is outragous. The service couldn't even give a date or time.Can you help me get this cable buried. I had to mow my grass yesterday (4/8/24) with a string trimmer and it will need it again soon. I am ***************************************************** the coming heat.

  Business Response

  Date: 04/12/2024

  April 12, 2024
  
  Dear *************************,
  
  I appreciate the opportunity to review the complaint that you submitted on April 9, 2024, regarding the temporary line that needs to be buried.
  
  I reached out to our back-office team to inquire about when this would be resolved.  I was notified that a contractor should be out there on April 18th.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:04/09/2024

  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.

  I am having problems with customer service from ******************. I have two phones in ************ is a residential line and the other a business line (. You provide a support line or via chat box. When you call the support line, you receive an automated phone message which states a message similar to this, "There is a damage cable affecting service in your area because of this you may not be able to make or receive calls or may hear noise on the line." A problem occurred on 3/30/2024 when I could not call people in the Hillsborough area. I had to keep calling Brightspeed support line or using your chat box (about 2 hours) until finally I was able to get someone to schedule an appointment for a Technician to come out-Ticket #******* . The technician came out on April 2, 2024 and said it was a Trunk down from Mebane to Hillsborough. He kept me informed and followed-up with a phone call to make sure the problem was resolved.On April 4, 2024 I discovered a problem with voicemail. The message I was got when I tried to use Voicemail for said, "Your mailbox is disabled, please call your provider." I called Brightspeed but kept getting the same message about a cable being down, I kept calling for about 3 hours; eventually I got someone in the billing department who transferred me to a lady in *************** who said she could she my Voicemail was not activated on her side so she wanted to verify whether Voicemail was activated on the Care Team side. The lady said she didn't understand what was going on because on the Care Team side they said that Voicemail is activated. As of today, this problem hasn't been resolved. Not only is the residential voicemail not enabled, my business line is not allowing my customers to leave a voicemail, the message they are receiving is the same, "Your mailbox is disabled, please call your provider." Hopefully, you can see the many conversations I'd had using the chatbox I need resolution asap especially with the business line.

  Business Response

  Date: 04/15/2024

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

  We appreciated the opportunity to review the details in the statement of the problem.  We sent the issues of your voicemail to our triage team to have them work through the issues with the customer. The voicemail is corrected on the business line. The triage team is still working with the customer to have the residential voicemail corrected and to ensure that the residential lines are working properly.
  

  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:04/09/2024

  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.

  Reported no internet service on 3/22/24 - repair was scheduled for 3/30/24 - repair was fixed on 3/26/24 which was fantastic. 4/4/24 have no internet again & phone lines are crossed with a neighbor so his calls come to my phone - called & reported - told earliest they could come will be 4/19/24 - so 16 days without internet & answering my neighbors call - have a student taking college classes who can't do her work at home - I can understand a couple days for service but 16 is ridiculous.

  Business Response

  Date: 04/15/2024

  BBB of Southern Piedmont and ************
  ***********************************************************************
  
  
  April 15, 2024
  
  
  Re: ***********************;
  21546699
  Notice of Complaint Filed: April 8, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ****************** chronic internet issues and crossed phone lines. 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: ***********************

  Customer Answer

  Date: 04/15/2024

   
  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.
  
  Thank you. 
  

• Initial Complaint

  Date:04/08/2024

  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.

  Fraud account:This company is allowing fraud to continue. I've reported that someone is illegally using my information and i found out by emails being sent to me. The company continues to sweep the matter under the rug even though they acknowledges that the information seems off. The supervisor supposedly set up appointments to call back and after a week i still haven't heard from anyone. I have to call in and give the entire story and the team apologizes and promises the supervisor will call back and the only one ever available is always on another call. If this is how they treat all scenarios, i wouldn't be surprised if others were calling with the same issue.

  Business Response

  Date: 04/22/2024

  April 22, 2024
  
  I appreciate the opportunity to review the complaint that you submitted on April 8, 2024, regarding the confirmation email you received from an account that you did not recognize.
  
  Once researched, I found that the account holder weve had for some time, spells their name identically to yours and the email address,although very similar was incorrect.  That has been addressed and should resolve the issue.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - Customer Advocacy Group

• Initial Complaint

  Date:04/08/2024

  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 used to have CenturyLink Internet. It is now called Brightspeed. The internet is NOT reliable.They blame it on too many devices hooked to our internet. Yet, SOMETIMES, with the exact same amount of devices hooked up, it works perfectly. Often around 10pm at night, you can't use the internet.So, the only way you can use their software to see things, in an app on your phone. They tell you to set up "groups" that you can "pause" the internet on. So, I did that. Guess what? That didn't work either. So, I deleted the groups? Guess what? Now, devices that are NOT paused on their app, keep saying that they ARE paused. That means my senior in high school cannot do his work, that means my recently retired husband can't do what he wants to do online. It's just WRONG. This company needs to be stopped.

  Business Response

  Date: 04/13/2024

  April 13, 20024
  
  Dear *******************************,
  
  I appreciate the opportunity to review the complaint that you submitted on April 8, 2024, regarding the internet service issues.
  
  I reached out to our technical support team for review and customer contact.  High bandwidth usage showed 19 devices connected to the service, which *** affect it.  After some troubleshooting with our technical agent, a new modem was recommended.  I received information that you will be calling in to order a new one.
  
  We acknowledge your concerns and apologize for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  
  **************
  Brightspeed - ***********************

• Initial Complaint

  Date:04/08/2024

  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.

  I was a centrylink customer and was fine with there service and then our area got bought out and brightspeed became the provider. After brightspeed took over there was at least a weekly outage that we didn't get compensated for. Also our phone line never worked. They sent numerous techs out and spent over 3 months trying to resolve the problem without a fix. The whole time I was being charged for a phone line in which had no dailtone to even make calls. When I called them to get my bill compensated for since they were charging me for a service they never provided they gave me a percentage of the phone bill off. I don't believe I should have had to pay multiple fees everytime they sent a tech out for something they never resolved nor should I have to pay for a phone line with no dailtone. When I called to cancel a few months ago they were very rude and acted as though my business wasn't appreciated and informed me I still had a bill which was the bill from the phone services I never received.

  Business Response

  Date: 04/09/2024

  April 8, 2024
  
  
  Re: *************************;
        Complaint ID:  ********
        Notice of Complaint Filed: April 7, 2024
  
  Dear ****************:
  

  We appreciated the opportunity to review the details in the statement of the problem.  We have confirmed that we have offered one or more payment arrangements that require the first install payment upfront. However, the arrangements were not kept as promised, causing them to fail. The billing account was suspended and reflected a balance of $287.56, which was still collectible. On Nov. 27, 2023, ************** canceled the phone and internet products/services. We have confirmed that the charges of $287.56 are valid and correctly bill.
  

  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:04/08/2024

  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.

  Brightspeed: My January 2024 bill included an "extra" unexplained charge of $161. Brightspeed cannot articulate why the charge exists.

  Business Response

  Date: 04/19/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  April 19, 2024
  
  
  Re: *******************************
  21540055
  Notice of Complaint Filed: April 6, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ************************ missing money order payment. Upon review, the money order has not been cashed yet. I opened an internal payment investigation for ******************** and advised her it can take up to 30 days to complete a payment investigation but I will follow up with her when the payment is located and applied.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *******************************

  Customer Answer

  Date: 04/22/2024

   
  I am rejecting this response because between December 2023 and January 2024, I managed to miraculously accrue $166 in New Charges.  My December **** was paid and full.  I had no outstanding payments in 2023.   Where did the $166 derive?

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

  Secondarily, the ************* money I purchased on 03/14/2024 for $125.60 mailed to Brightspeed in a Brightspeed window envelope and payable to Brightspeed and Brightspeed only was cashed on 04/11/2024. I am requesting a hard copy of the money order in order to be reimubursed.  To be clear, the money order issue is unrelated to the sudden $166 in "new charges" that cropped up at the beginning of the year.
  

  Business Response

  Date: 04/26/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  April 26, 2024
  
  
  Re: *******************************
  21540055
  Notice of Complaint Filed: April 6, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ************************ billing concerns. Upon review, Brightspeed has determined that in 2024 the monthly invoice has not been paid by the due date and/or paid in full. This has resulted in monthly late fees and the previous balance rolling to the next billing statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *******************************

  Customer Answer

  Date: 05/03/2024

   
  I am rejecting this response because: Brightspeed is not a fair dealer. 

  1 As I related to my state corporation commission with oversight over telephonic activity, Brightspeed received payment for my January bill on 01/25/24 when it was due 01/22/24 and it was an underpayment of $1.80.  Brightspeed is exacting a late fee of $166+ plus, it claimed, because the bill was late and the penalty covered the amount due minus the underpayment.  A $166 penalty for an underpayment of dollar and eighty cents seems excessive.
  

  2) In early April, Brightspeed seized on the fact that it had not received my March payment that I mailed on 03/14/2024. It conveyed to your organization that after "an exhaustive search" the payment could not be found. I learned from ************* the money order had been cashed on 04/10/2024 and Brightspeed suddenly found the money order on 04/11/2024.  In the interim, I paidf $75, for what? It's not clear to me.  Apparently it continues to claim I owe late fees.

  3) The Commonwealth of Virginia has the worst United ********************* delivery rate in the country.  This is quantifiable.  Both  our U.S. senators and a congresswoman have addressed the issue with no discernible improvement.  I was not aware of this issue when I mailed my payment.  I paid my bill on time, put in the mailbox, and I fail to understand how I can be responsible for something a federal agency did not do..
  

  Business Response

  Date: 05/09/2024

  BBB of ***************** and Western N.C.
  *************************************************************************************
  
  
  May 9, 2024
  
  
  Re: *******************************
  21540055
  Notice of Complaint Filed: April 6, 2024
  
  Dear ****************:
  
  Brightspeed appreciates the opportunity to review the BBB complaint regarding ************************ billing and payment history. Upon review, there has been a past due balance plus late fees carrying over each month. We have advised ******************** that we've received her money orders which have been cashed and applied to her account. ****************** has explained that she is mailing in money orders, and we are not receiving them by the due date of her bill each month. To ensure her payments are received by the due date, she can make a payment online or over the phone. We are including our research findings below with ************************ billing and payment history.

  Bill printed Dec. 24, 2023- $125.60 due by ***. 22
  -No payment received by ***. 22
  Bill printed Jan.24, 2024 for $286.90 due by Feb. 20 (past due of $125.60+new bill of $161.30=$286.90)
  -Payment received on 1/25 for $123.60 which brought balance down to $163.30
  -Payment received on 2/24 for $125 which brought balance down to $38.30
  Bill printed on Feb.24, 2024 for $201.71 due by March 21 (past due of $38.30+new bill of $163.41=$201.71)
  -No payment received by March 21
  Bill printed March 24, 2024 for $365.11 due by April 19 (past due of $201.71+new bill of $163.40=$365.11)
  -Payment received on 4/10 for $125.60 which brought balance down to $239.51
  -Payment received on 4/23 for $129.10 which brought balance down to $110.41
  Bill printed on April 24, 2024 for $239.31 due by May 20 (past due of $113.91+new bill of $163.19=$277.10 minus a credit of $37.79=current balance of $239.31)
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ******************
  Brightspeed Customer Advocacy
  
  
  CC: *******************************