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:01/29/2024

  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 am contacting you on behalf of my mother *************************** ************************************************************* She is 83 years old and has health issues. Since January 25th she has been without phone service and has called her carrier 8 separate times for repair requests. No one came to the scheduled tech call scheduled for 1/26/24. She cannot get a live representative when she calls most times and if she gets a live representative they are not proficient in the English language. Or the call is dropped. As a secondary issue she has no internet connectivity due to the poor service from this company which has a monopoly on services in the area. She would like to get more reliable , ****************** in her area but is told there are no other options. Bright Speed has a very poor quality rating and is not accredited by the BBB. According to the BBB website they have had 744 complaints in the last 12 months and **** in the last three years. She has been stuck with this service for decades and her cost of service is excessive and she does not recieve any reliably contracted services or repairs when needed

  Business Response

  Date: 02/06/2024

  February 6, ****
  
  Dear *****************************,
  
  I appreciate the opportunity to review the complaint that you submitted on January 27, ****, regarding the phone service issues.
  
  I reached out to our technical support team for service review and customer contact.  I received confirmation from our support team that you are now able to dial out the numbers that were reported.  A credit was issued for the out of service time frame.
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

• Initial Complaint

  Date:01/26/2024

  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.

  The problem with the internet and landline phone has been ongoing for 13yrs. Anytime the weather changes from dry to wet we lose internet and phone. We have had at least 30+ tech here to repair the problem, but they can never find any. Only a few said what the problems are and it is the damaged and old lines from the 1990's or early 00's. It would cost to much for the repairs in a very rural community. Cell phone don't work here and rely heavily on internet and landline. Especially during tornado season. ******* radio only does so much. Also I work from home stock trading with 4 monitors. Not like I can pack it up and go to the nearest ********** Have kids that can't do school work on snow/weather days. Tried other options with satellite, but they are just as bad from a different direction. Maybe listen to some of your techs that tell you the grid needs to be fixed and updated. Also you might want to put covers on your pedestal phone boxes that have been missing for years (at least 8yrs) with exposed wires hanging out. I'm sure this isn't helping the phone/internet to work better. Just a thought.

  Business Response

  Date: 02/09/2024

  Brightspeed has completed a review of the complaint filed by ******************************* regarding ongoing weather-related phone and internet issues.  
  
  Our records indicate that we previously received and investigated this dispute in response to a complaint filed with the ********************************* (***). Please see the response below sent to the *** and the customer on 1/6/24. 
  
  This letter is in response to the complaint filed by ************************************ outlining persistent service issues, particularly exacerbated during adverse weather conditions. She is seeking resolution of her service issues and billing credits to be applied.
  
  Upon receipt of Mrs. ********* *** complaint, the Repair Escalation team promptly intervened to address her service concerns. A technician was dispatched to her residence undertaking the necessary repairs to stabilize the service. The Repair Escalation team member, along with the regional field supervisor, has provided their contact information for ********************* to reach out in case of any future service issues.
  
  In light of the service disruption experienced by *********************, a one-month credit has been processed and will reflect on her upcoming bill statement.
  
  Brightspeed regrets any inconvenience caused by this situation.
  
  Best Regards,
  **************
  
  CC: *******************************
  
  
  --------------------
  
  *********************************
  Brightspeed Customer Advocacy Group

  Customer Answer

  Date: 02/12/2024

   
  I am rejecting this response because: The promise of showing up the next day turned out to be 3 days later, but everyday we were told today. Waiting around for 3 days. If Brightspeed tech shows up when its raining/snowing I guarantee the phone/internet isn't working. Party line on the phone/static/hums etc... Too bad it took 13yrs and the *** for a responds from Brightspeed. Don't really have another choice of service, rural area.   
  
  

  Business Response

  Date: 02/22/2024

  Hello,

  Prior to receiving your BBB complaint, a complaint was received and investigated by the *** team. I understand that our failure to provide you service in a timely manner caused unnecessary frustration. Our goal is to provide our customers with the best experience possible and make sure your needs are promptly met. We truly apologize for any inconvenience and frustration you encountered during this process and hope this matter has now been solved to your satisfaction.

   

  Thank you,

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

  Brightspeed Customer Advocacy Group
  

• Initial Complaint

  Date:01/26/2024

  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.

  Credit of $487.12 not reimbursed

  Business Response

  Date: 02/06/2024

  February 6, 2024
  
  
  Re:  *******************************
  Complaint ID ********
  Notice of Complaint Filed: January 26, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the details in the statement of the problem.  An over payment refund for $487.12 was released for payment but it was sent to the current billing address listed on the account. The new address was updated, but the refund check cannot be reissued for 30-days to ensure the initial check has not been cashed by 02/12/2024. We understand this is not the answer and resolution you were hoping for and expecting.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *******************************

• Initial Complaint

  Date:01/26/2024

  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.

  My landline phone has been out for 2 weeks and every time I make a call for a technician to come out to fix the issue they cancel the appointment saying the issue has been resolved when it clearly hasn't because I still have no service. I live in the mountains and don't have cell service at my home except through internet and so I need my land line phone in order to make or receive calls at my home.

  Business Response

  Date: 02/09/2024

  ******************,
  
  We appreciate the opportunity to review your concerns regarding the complaint that has been submitted by the BBB regarding your recent outage. 
  
  Our records indicate the outage has been cleared and the service restored as you have confirmed. The previous tickets were canceled/closed due to weather-related issues and therefore repairs were delayed. A credit was issued on 1/25/24 for the time you were unable to use the service. 
  
  I apologize for any issues or inconvenience that *** have been experienced and for not resolving this matter promptly.  
  
  Thank you,
  
  ***************************
  Brightspeed ***********************

• Initial Complaint

  Date:01/26/2024

  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.

  Me and my wife are getting phone calls from this brightspeed/centerlink company saying that we owe the over ******* for an internet bill from an internet service we have never had. I explained to the lady that we have just recently bought our home and only ever had 1 internet service. Then she proceeded to tell me that there had been charges for the account in 2022 I knew it definitely was a lie then due to the fact of when we even bought our home. And checked bank records as an extra assurance, and of course still not a record of it. The provider of internet service that we do have we called to see if in any way where they tied to this brightspeed company and they said not in any way or form. Our bills are on auto pay we have never had a late payment. They keep calling and threatening to ruin our credit how do we fight this or get them to stop or what should we do. Thank you for your time.

  Business Response

  Date: 01/31/2024

  January 31, ****
  
  Dear *****************************,
  
  I appreciate the opportunity to review the complaint that you submitted on January 25, ****, regarding the established service account and account balance.
  
  I found a service order that was issued in April of 2022,the technician noted a change in the install date due to an emergency the day of the original install.  Records of programming issues were also found that needed to be addressed.  In June of 2022, we received a call to attempt to have service connected once again.  Records also show account being suspended before being activated.  Due to my findings, I have issued a credit for the balance due effective today.  The account balance is now $0.
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

• Initial Complaint

  Date:01/26/2024

  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.

  Switched to combined services to **** on December 28, 2023. Brightspeed is still charging me even though I am NOT using their service. Theyre billing me $112.

  Business Response

  Date: 01/26/2024

   January 26, ****
  
  Dear ***************************************,
  
  I appreciate the opportunity to review the complaint that you submitted on January 25, ****, regarding a billing inquiry.
  
  Once researched, I found that you contacted us on January 25th to cancel your account with us due to slow speeds.  The disconnect order, per your request was issued on that day and dated for February 22, ****.  Your billing statements generated every 23rd of the month.  Once a disconnect request is made, we disconnect the account at the end of that billing cycle, in this case on February 22nd.  The current balance of $118 is for your service charges from 12/23/23 thru 1/22/24 and 1/23/24 thru 2/22/24 ($50 for the Dec statement and $68 + a late fee for the Jan statement).  As a courtesy, Ive issued a credit for the *********************** of $68 effective today.  This leaves you with a balance of $50 for your December statement due at your earliest convenience.
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

• Initial Complaint

  Date:01/26/2024

  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.

  This company started internet service by connecting an above ground cable to a cable box, across 2 driveways and 2 residential properties without burying it. They have been asked repeatedly to bury it over a 10 week period. It is a tripping and auto hazard and service should not have been initiated until the cable was fully buried and installed.It is unlikely they will be given permission by the *** to bury the cable across these 2 properties which would require digging under driveways and landscaping.Cable service to that residence should be removed ASAP, and service to the residence started only after all permits and permissions are obtained (which is unlikely).Pictures and address will be provided upon request by business.

  Business Response

  Date: 02/06/2024

  February 6, 2024
  
  
  Re:      *****************
  Complaint ID ********
  Notice of Complaint Filed: January 10, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the details in the statement of the problem.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience. Please supply the billing account number, account name, and service location so we can further assist.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *****************

• Initial Complaint

  Date:01/23/2024

  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.

  Intermittent service 60+ days unresolved after technicians diagnostic on 1/3/24. We spoke to customer service prior to visit and was told no charge but receive a charge for $99 but still we are experiencing intermittent service. Contacted technical support several times still the issue remains is unresolved.

  Business Response

  Date: 02/01/2024

  
  February 1, ****
  
  Dear ************************,
  
  I appreciate the opportunity to review the complaint that you submitted on January 22, ****, regarding the internet issues.
  
  I found that a repair technician contacted you on 1/26/24 and found an issue with a 3rd party Netgear router. After a router rest the issues were resolved and the service was working better. We are not detecting nay line issues with the service. A credit for 2 months for $130 has been applied to the account for the issues and inconvenience.
  
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ****************
  Brightspeed Customer Advocate

  Customer Answer

  Date: 02/01/2024

   
  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. 
  

  Mrs. ************;

  
  

  Customer Answer

  Date: 05/07/2024

   
  I am rejecting this response because:

  Intermittent service since January 2024 and failed to remove previous charges from bill as stated previously and as related to technician coming out to our home but still service does not work properly.

  Billing adjustment; Repair
  
  

  Business Response

  Date: 05/13/2024

  
  May 13, 2024
  
  Dear ************************,
  
  I appreciate the opportunity to review the BBB rebuttal regarding the internet issues.
  
  I found that a repair technician contacted you on 5/13/24 and found an issue with a deteriorated cable that was repaired. We are not detecting any line issues with the service. A credit  has been applied to the account for the issues and inconvenience.
  
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  
  Sincerely,
  
  ****************
  Brightspeed Customer Advocate

• Initial Complaint

  Date:01/22/2024

  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 we pay our telephone bill, but if it rains we have no telephone service. This month we've been without phone service since January 14,2024. I have called again like I always do and get put off for 5- 10 days before a repairman will show up. The problem is with a phone box outside near our house that a telephone repairman told us years ago was the problem. He flagged the box with orange tape, so as to be fixed. That has been years ago, the tape has faded, but the problem was never fixed. We have health problems and my dad is now near to death, we need our phone service we are paying for. When our phone has to be reported, the call goes to another country and they don't even act like they have any idea about the problem you are having. I'm sure we aren't the only customer's of ****************** that has such poor service. I do believe it is time for something to be done to fix this problem.

  Business Response

  Date: 01/25/2024

  January 25, 2024
  
  
  Re:******************************
  Complaint ID ********
  Notice of Complaint Filed: January 20, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the rebuttal details in the statement of the problem. The service was impacted by an area outage and was placed under a Common Cause Outage, ticketed by our E-engineering team, and has been cleared. A credit adjustment of $15.54 has been issued and will be reflected in the next bill statement.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *****************************

  Customer Answer

  Date: 04/17/2024

   
  I am rejecting this response because:

  April 15,2024 our telephone service went to only static sounds and the telephone could not be used. I contacted Brightspeed (telephone company) about the problem. After an extended amount of time I was told *************** would come April 16, 2024. I received an email stating *************** would be at our residence between 12:05-4:05 pm. and I had to be at the residence at the time *************** arrived. I waited all day. No tech arrived, I tried getting in touch with Brightspeed, after 40 minutes, no response. Later after 6:30 pm I received a call on my TRAC phone from ***************, he stated he didn't know when or if he could come the next day. I received an email today 4/17/2024 stating they would be here tomorrow (April 18,2024), 08:00-1600 and of course I have to be here. I have numerous health issues and need a telephone 24 hours a day, plus I pay for telephone service and don't have it all the time. Brightspeed never wants to fix the problem, which has been marked with orange tape outside, it's been so long since the area was marked to be fixed that the orange tape has faded and no longer is orange. I want my telephone service repaired! I pay my bills on time, but Brightspeed seems to think they will get to it whenever. They last time the telephone was out (a few months ago), it took them 3 weeks to get our service back. Please help me and other customers have telephone service.  

  Desired Resolution:

  Repair

   

  
  

  Business Response

  Date: 04/17/2024

  Re: *****************************
  Complaint ID ********
  
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the rebuttal details in the statement of the problem. We have confirmed that a trouble ticket was received on ***** 15, 2024, with a scheduled dispatch of ***** 16, 2024. However, we missed the appointment. A new date is ***** 18,2024. I have escalated the matter to the Supervisor Region of Operations to ensure we honor the due date of ***** 18, 2024.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  ************
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:01/19/2024

  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 have had Brightspeed home internet for about 2 years now. They took over from centrelink. Before they took over I upgraded to a higher input to come into my home. I have just recently discovered that I have been paying for a higher internet service but receiving the lower service. The technician explained that the internet coming into the house is lower than what I'm paying for. I have been paying extra for a service I am not receiving.

  Business Response

  Date: 01/22/2024

  January 22, 2024
  
  
  Re: ****************************
  Complaint ID ********
  Notice of Complaint Filed: January 16, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the details in the statement of the problem. The customer has a grandfathered status bundle that is no longer available for ordering in current ordering systems, and once removed, it cannot be added again and associated prices. The Internet up to 15Mpbs and Unlimited Home Phone package is a price structure speed tier from 1.5Mpbs up to 15Mpbs, a monthly cost of $85.00, plus additional charges, taxes, fees, and surcharges. A refund is not warranted.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

  Customer Answer

  Date: 01/23/2024

   
  I am rejecting this response because:
  If the technician that they sent out says I'm not getting the mbps into my home that I'm paying for because of problems with their structure outside of my home how is that not credited to any type of compensation? 

  Business Response

  Date: 01/24/2024

  January 24, 2024
  
  
  Re: ***************************
  Complaint ID ********
  Notice of Complaint Filed: January 16, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the rebuttal details in the rejection statement. We are sorry for the miscommunication and understand how frustrating it can be. We have verified and confirmed the purchase speed, up to 15Mpbs. The service consists of the Internet up to 15Mpbs and Unlimited Home Phone package, which is part of a price structure speed tier from 1.5Mpbs up to 15Mpbs. Brightspeed supplies high-speed internet service on a per-line basis. The actual throughput speed of service depends on one or more factors, such as internet traffic, congestion or bandwidth, the distance of the location from specific Brightspeed data equipment, viruses or spyware, server speed of the website connects to, traffic and congestion on the home network, and windows pc settings. Service via a wireless connection may not deliver the disclosed throughput speed or up to speed and will vary, mainly when multiple wireless devices access service. Uninterrupted or error-free services are not guaranteed. Compensation is not warranted.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************