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:01/12/2024

  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 had a past due balance that was paid (account number ********** and Im not sure why but Brightspeed created a new account for me (number *********). They said it would be turned on in a few days. When it did get turned on I tried to connect but got a pop-up that said Our records show you have not paid the bill. I have spoken with multiple support agents about this and nobody can give me a straight answer about why this is happening or what I should do about it. Im surprised that this is such a hard issue to fix and I wish I knew if I am going to be charged for the time it takes to continue my service.

  Business Response

  Date: 01/22/2024

  Good afternoon,
  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  According to the records on the customers account ********* was *************************** for non-payment on 11/20/2023.  The customer contacted ****************** on **/29/2023 about the service not working.   She was advised a full amount was needed to be made on the account.  A partial payment was made on 12/29/2023 and full payment on 1/8/2023.
  
  A new account was established 1/8/2023 and completed on 1/11/2023.  The order did not process correctly so the service was working until 1/13/2023.  I contacted the customer and verified the service was working on 1/22/2023. 
  
  Thank you for allowing Brightspeed the opportunity to address this issue.Please do not hesitate in contacting me if I can be of further assistance.
  Sincerely, 
  
  *****
  Case Manager
  Customer Advocacy Group
  

• Initial Complaint

  Date:01/12/2024

  Type:Product 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 acknowledged cessation of provision of services effective 12/18/2023. Brightspeed used the autopay plan I'd set up to deduct payment for an entire month's services on 01/08/2024. Brightspeed's "Digital Home" acknowledges that they overcharged $31.10, an amount they now identify as "credit." In a telephone conversation 01/11/2024 at approx. 4:10 PM CST, Brightspeed's employee ******* informed me that they will hold my money for 45 days from the date on which they overbilled through autopay, 01/08/2024, at which point they will mail a check for the $31.10.I want an immediate refund.I want this practice investigated.I want other consumers to be warned of this practice.

  Business Response

  Date: 01/12/2024

  ********************,
  
  Recently we were notified of a complaint that was received by the BBB regarding your Brightspeed service. Please be advised that this matter is being reviewed and an update/resolution will be provided to the BBB as soon as possible. Please be advised that a request has been submitted to release the refund and have a check mailed to you as soon as possible. 
  
  I apologize for the inconvenience that *** have been experienced.  
  
  Thank you,
  
  ***************************
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/12/2024

  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 had been using Century Link for both our internet and **** services until last year, Century Link's territory in our area was acquired by Bright Speed, during this time our services were automictically switched over. Since Bright Speed has taken over, we have not run into any service issues until recently. Two of our phones have been disconnected from the **** server. We called both Bright Speed and Century Link and both companies pointed the finger at each other. We have spent countless hours going in circles with them on the phone. Bright Speed claims to have no record of us having **** and Century Link says they switched all of their services to Bright Speed. Our numbers and system are still mostly functioning and have been since the switch a year ago (so obviously we do have **** services). The two phones we have that got disconnected should be an easy fix for the company who is hosting our **** services, and yet neither company will take ownership of being the host. Century Link eventually did find that our numbers are being hosted by *********, however upon calling Bandwidth they explained they are a wholesaler and that any technical support should be coming from our supplier, Bright Speed. At this point we are not sure what to do as Century Link and Bright Speed have no answers for us.our account number is # ********* We are losing sales as a result.

  Business Response

  Date: 01/18/2024

  
  January 18, 2024
  
  
  Re:      ********************
  Complaint ID ********
  Notice of Complaint Filed: January 11, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the complaint details in the statement of the problem. We have confirmed no digital home phone (DHP)or voice-over-internet protocol (VOIP) products on Mr. ****** Brightspeed account. Mr. ****** references the number #WS-91840 in his complaint, which is hosted by *****. Please serve to Lumen.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *******************

• Initial Complaint

  Date:01/12/2024

  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 called on December 29th because my modem's ID does not match the options on wifi. The representative stated something was wrong with the modem so she would be sending one for free and I would return the old modem in the package they would send. I never received the modem. I called today January 11th and the representative said there was no modem sent, no modem order and that if I wanted a new modem I would have to pay for it in full because "leasing would take forever to pay." His words verbatim. This internet service has been terrible (intermittent off and on) from the very beginning and at one point I was overcharged $700 which. I've had to call at least once a month to rectify BrightSpeed's inefficiencies. Sometimes there's connection, sometimes there's not.

  Business Response

  Date: 01/22/2024

  Good afternoon,
  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  According to the records on the account,a modem has not been ordered.  I ordered a modem for the customer, and I also issued a month of out of service credit due to not having a working modem. 
  
  The customer has 20M and is getting ******.  There are 5 wireless devices currently connected this will slow down the speeds. 
  
  Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device ************************ to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence,among other factors.
  
  I left the customer a voice mail with my contact information. 
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  Sincerely, 
  
  *****
  Case Manager
  ***********************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed refuses to acknowledge their is a problem with our Internet connections while continue to charge **. THis is the 8th time a in 2 years this has happened. Our Neighbor in PRIMLAND ***** ** ***** have all called for support which there is none. They have a fake offershore support center that does nothing and barely speaks english. You can not contact Brightspeed real support directly

  Business Response

  Date: 01/26/2024

  ********************,
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted to us via the BBB.
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  Please be advised that a refund has been issued to your account as a courtesy and should appear on your next billing statement.
  
  I apologize for any issues or inconvenience that *** have been experienced.  
  
  Please report any future issues with your service to Brightspeeds internet help desk ***************) as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  Thank you,
  
  ***************************
  Brightspeed Customer Advocacy Group

  Customer Answer

  Date: 02/02/2024

   
  I am rejecting this response because: did not receive a refund

   

  Connect Holding II LLC DBA Brightspeed
  Jan 10 **** Autopay
  -$65.00
  logo
  Connect Holding II LLC DBA Brightspeed
  Dec 10 2023 Autopay
  -$65.00
  logo
  Connect Holding II LLC DBA Brightspeed
  Nov 10 2023 Autopay
  -$65.0
  
  
  

  
  

  Business Response

  Date: 02/07/2024

  ********************,
  
  The refund was issued on 1/26/24 and should appear on the next bill statement. If the refund is not posted to the next bill, please advise.
  
  Thank you,
  
  *********************************
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 02/08/2024

   
  I am rejecting this response because: I spent over a 1 -1/2 years dealing with your Outsourced No support system with constant outages.. YOU ARE FIRED, I dont want your refund.  All of the neighborhoods  in ***** ** are spreading the word by ********* So long Brightslow No-customer Support.

  
  

• Initial Complaint

  Date:01/12/2024

  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.

  All of Brightspeed telephone numbers have busy signals. i tried about a month ago multiple times through the day and only got busy signals. Here are some of the numbers that were given to me.*****************/692/7773, 866/416/8801, 866/502/8750, 833/363/2543, 866/410/9011, 833/964,4327. The only number that I can get a real person to talk with is ************ and only if I select option 1 which is new sales and they will try to transfer me and when they do it drops the call or gets a busy signal. I have tried now for 2 days ( yesterday and today ). I needed tech support at one time and I need to update my autopay info or it will not go thru next month. I tried to update autopay online and it says a problem with the card but I've been using the card on other things and it goes thru. There is NO WAY to get tech support when someone needs it.

  Business Response

  Date: 01/19/2024

  
  January 18, 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. We have confirmed that ***************************** was able to update her credit card expiration date via another contact to Brightspeed on January 12, 2024.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *****************************

  Customer Answer

  Date: 01/19/2024

   
  I am rejecting this response because:
  It should not take 2 days of busy signals placed to the number on their website which is ************. I just now called that number twice from my home   It now said they cannot assist at this time and says to call back 

  Business Response

  Date: 01/22/2024

  January 22, 2024
  
  
  Re: *****************************
  Complaint ID ********
  Notice of Complaint Filed: January 22, 2024
  
  Dear ****************:
  
  Brightspeed received a rebuttal complaint about our business from the Better Business Bureau (BBB) filed on behalf of the complainant, *****************************, about an issue dialing ************.The phone number ************ is a dedicated sales line and refers the caller to contact customer support and billing at **********. 
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: *****************************

• Initial Complaint

  Date:01/12/2024

  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.

  I am on the *************** Program which reduces the amount I pay for internet service. For over a year now, this company has interrupted my service monthly from one to two weeks each month. This affects all that use wifi. Without the service, I'm unable to use the internet for faxing, streaming (for the service I pay monthly), and all that use wifi. They've made attempts to have me add a phone service with them, for which, I don't need. I personally believe the practice they use is deceptive by, forcefully, interrupting internet service. I find myself calling them on a monthly basis correcting my bill and complaining about the outages. For the most, they'd have a repair date given which only last a couple weeks before the same issue occurs. I'm switching to another company, but, before I go, I want them to reimburse me for 50% of my bills on my TV service for the lack of usage due to their technical difficulties.

  Business Response

  Date: 01/26/2024

  ******************,
  
  We have reviewed your account and wanted to provide the following findings. 
  
  Our records confirm that the *** discount is manually added to your account each month due to it could not be automatically added.
  
  Regarding your internet service, our records indicate the connection is training at the purchased speed however bandwidth over-utilization has been detected. The current broadband usage is near or at the purchased speeds threshold with no upgrades currently available. You are currently receiving the highest speed available with 6 devices (3 wireless currently connected). 
  
  Records indicate one month of credit has been issued to the account as a courtesy however, we have declined to compensate for the requested amount due to Brightspeed provides high-speed internet service on a per-line basis. Service via a wireless connection *** 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. Speed and availability of services are not guaranteed and *** be limited by a variety of factors, including but not limited to the physical condition of the line and wiring at and/or inside the home location, service location, phone line qualifications, computer performance/configuration, and network/Internet congestion, each of these factors is outside of Brightspeeds control and, as a result, none are Brightspeeds responsibility. Service speeds disclosed are up to a specific download speed via a wired connection under typical circumstances within the Brightspeed network and at the location. system issues. 
  
  I apologize for any issues or inconvenience that *** have been experienced.  
  
  Thank you,
  
  ***************************
  Brightspeed Customer Advocacy Group
  

  Customer Answer

  Date: 01/29/2024

   
  I am rejecting this response because:
  It's not the speed that's in question, nor is it my problem. My problem is the lack of service on my internet. I have only one device ************************, which is my computer. I live alone and besides the computer, the only other device I have, which has nothing to do with the internet is my cellphone. Each month I'm having to call Brightspeed about my service being out and I've been doing this for over a year. Without the internet, there's no Wifi. Without Wifi I'm unable to use my printer, stream movies from my TV service, and without the internet I'm unable to use my computer. This part is your problem. I shouldn't have to call your company, ever month, to complain about the lack of service for the internet. All my problems are due to the service you should be providing. There shouldn't be continuous outrages each and every month, which last for weeks at a time. Do you have any idea how annoying that is? Every since Brightspeed became the provider of my service from Century Link, my service has been poor and I've wasted more time than anyone should have to. 

  So, you're explanation has nothing to do with why I filed my complaint. It has everything to do with the poor service and is in **** need of improvement! 

  If you're unable to improve your service, I'm requesting that you pay for the transfer fee and allow me to have a different provider. One that is more stable and will provide a more reliable service. 

  Business Response

  Date: 02/09/2024

  Sent to customer on 2/7/24:

  ******************,

  
  Your internet concerns were routed back to the local field supervisor to address and provide feedback. He has stated that they have been experiencing thefts of cable in this area in the last year which has resulted in frequent outages. The local authorities have been engaged and have made a few arrests but unfortunately, this is a nation-wide issue.  Brightspeed has been trying to restore service within 1-2 days when the outages occur but has no control over the thefts. 

  
  Again, I apologize for any issues or inconvenience that *** have been experienced during this time.  

  
  Thank you,
  ***************************
  Brightspeed Customer Advocacy Group

• Initial Complaint

  Date:01/12/2024

  Type:Product 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 have contacted this company 5 times within one day to have my email address updated. Brightspeed representatives continue to tell me lies. First representative states "She has updated it". The next representative told me I"I need to update it myself online, which the option is not available". And the last representative told me I needed to pay before it could be updated. I paid, and still no update. The company continues to email my ex-husbands account because they set up the ************ name without authorization to begin with, this is how they got his email address. I was not home and did not consent to this. I'm needing my email address to be updated and Brightspeed wont change it and keeps emailing my ex-husband for payment which will be brought up in court during the pending divorce.

  Business Response

  Date: 01/18/2024

  
  
  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. All communication preferences are now disabled; paperless changed to invoice paper, and email of record has been changed to email refused.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: ***************************

  Customer Answer

  Date: 01/19/2024

   
  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:01/11/2024

  Type:Sales and Advertising 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 were CenturyLink customers that were transferred to Brightspeed. We have had numerous issues with our internet service in the past 3-4 months and Brightspeeds **************** seems to have a playbook to keep you in limbo and running in circles. In September 2023 we were without phone and internet for almost three weeks. We have children in online classes and a full time remote worker. This was a HUGE problem. When we called, we would be told a different story every time. Theres an outage in your area (all neighbors had fine connections), a tech will be out on Friday (no tech comes but its marked as if they did), a tech will come this next Friday the appointment is cancelled without explanation. They finally came while we were on vacation and we had to find an adult to be present. They fixed the issue but we did not receive a credit despite having no service for nearly 3/4 of a billing period. Fast forward to December - our entire streets phone and Internet went out December 15. We called multiple times, had a tech scheduled that was cancelled, neighbors called, etc. finally on January 2nd service was restored. I requested a credit and was given a $73 refund for our December payment, however now our account shows that we never paid and have a past due December payment. The person on the phone said it would be a credit. I specifically asked him if it would show us as not paying and he said No. Now our internet/phone and neighbors has gone out again as of Jan 5th and is still out on Jan 9th and our account shows $146 due despite basically no service for the last month. This company is a joke. They know that their customers in rural places do not have a choice so they dont care. My wife spent over an hour on hold today and some person that spoke unintelligible English would come on every few minutes but n er respond to her. Weve had to upgrade our cell phone plans just to function. We want a multi-month credit for our lack of service.

  Business Response

  Date: 01/18/2024

  
  
  Re: *****************************
  Complaint ID ********
  Notice of Complaint Filed: January 9, 2024
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the details in the statement of the problem. A fiber cut outage in September affected voice and internet services, and there were recent outages in December of 2023 and January 2024.The stability lines are very stable, provisioning at a 99 percent full provisioning rate, upstream and downstream. In the past 7- days (01/10/24 to 01/18/24), the line has been 100 percent time authenticated and 0 percent of the time not authenticated. We issued a credit of $146.01 to satisfy service issues in September 2023, December 2023, and January 2024.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC:  *****************************

  Customer Answer

  Date: 01/20/2024

   
  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. We do have neighbors that are still without service so I hope Brightspeed can resolve everyones issues in this area soon.  
  
  Thank you. 
  

• Initial Complaint

  Date:01/11/2024

  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.

  In September 2023, my internet service constantly dropped, almost due to weather or high winds. After service being interrupted for about 3 consecutive days, I called for tech support to get it fixed. They advised that there were no outages in my area, and finished the call. I then called again to get a different person, they sent a sub contractor out to check my connections, everything on my end of the line was working, however there was still no service being received. The tech later found there was a break in the line further upstream, so then a company tech eventually found the break and restored service. After still inconsistent service, I called and canceled. Since it was right at the end of the billing cycle, I was told that I wouldve owe anything past the cancellation. About a month later I received a bill for around $1400, I contacted Brightspeed and questioned them on the charges after being told that my account was clear. They informed me that it was a system error and to disregard. After about another month I received a second bill for the same amount, and called again. This time before contacting I verified all my previous bills were paid and noticed that they all stated $0 owed. The agent I got stated that the $1400 charge was legitimate since it was an error in their billing software and did not know that it was not billing me properly, and that I should have called over a year earlier and reached out then when I first received a $0 invoice.

  Business Response

  Date: 01/24/2024

  **************,
  
  We have completed a review of your complaint regarding your recent billing issue. Our records indicate you canceled your Brightspeed **************** on 9/13/23 and the last payment posted to your account was on 8/19/22. Prior to the disconnection of service, there have been no calls received related to a billing issue. Although you did not receive a bill, services were rendered and therefore the charges are valid and owed to Brightspeed. Per our Terms and Conditions, the customer is responsible for any charges associated with the Service and Equipment, including without limitation Equipment purchase and/or lease charges, monthly Service charges, any applicable usage charges, and charges related to installation or activation, maintenance, delivery, shipping and handling, changes to Service, Taxes, fees, surcharges, and other charges.
  I apologize if this is not the answer you were hoping for and for any inconvenience caused by this matter.
  
  For more information regarding this matter, please review the Brightspeed Terms and Conditions at *****************************************************************************************************************************
  
  
  Thank you,
  
  ***************************
  Brightspeed ***********************