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:01/02/2024

  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 account number is ********* To Whom it May ******* My name is ***********************. I live in a rural area in *****************. We have very few options for internet. Our only choice was Centurylink. It was pretty expensive for the very slow speeds about $70 a month for 10Mbps. Which is 2 lines spliced together. However slow it was, it was still fairly reliable and we had little to no issues. About a year or two ago they were bought by a company called Brightspeed. Since the transition it has been nothing short of a nightmare. It started with random internet outages and even slower speeds. It's not uncommon for it to be down 2 or 3 times a month for weeks at a time. Most recently, it went down a week ago. I contacted customer support. After waiting over an hour to reach someone they assured me it would be back up that night. It is now 2 days later and nothing. I contacted them again today. After running the same troubleshooting steps 5 times with 3 different agents they just disconnected and left me hanging. So, i contact them again for the 4th time for them to tell me they will send a technician out but that the soonest appointment available is 11 days.i have children and i rely on the internet for work. If the internet is down I don't make money. When you contact customer service they are extremely rude, unhelpful and I have yet to find one that knows what they are doing. This company is taking advantage of people, raising prices every 6 months and providing overpriced internet that NEVER works. I have Scoured the web and have found this is the general consensus amongst all their customer. I have not found anything praising them for their service. Quite the contrary. They currently have a 1 out of 5 star rating with BBBand ****** ratings. Please, please, PLEASE do something about BrightSpeed. They are a farce. Sincerely,***********************

  Business Response

  Date: 01/08/2024

  ****************,
  
  Our records indicate a repair ticket was issued on 1/2/24 with a scheduled due date of 1/13/24. Our repair team has been trying to reach you regarding your issues but has been unable to make contact. Please advise if you have an alternate TN# to reach you. We will continue to monitor this ticket until completed.
  
  Thank you,
  
  
  *********************************
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:01/02/2024

  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.

  ******************* poor customer service, payment for services not delivered, fraudulent claims of equipment failure.A systemic inability to deliver reliable service to the customer base.Service has been oversold, service is systematically slowed and interrupted to compensate for this.

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  
  Re: **************************
  Complaint ID ********
  Notice of Complaint Filed: January 1, 2024
  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem.  We have an open dispatch scheduled for 1/11/24. The Customer Advocate will be communicating directly with ************************* until completion of the repair job.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: **************************

• Initial Complaint

  Date:01/02/2024

  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 purchased service with BrightSpeed several months ago. Its WiFi only and the service is not good. Ive attempted multiple times to reboot and reset the modem myself. Its still doesnt help. Every time I call in the recording says my phone number is not connected to an account. How is this possible when ***** is drafted monthly from my account. So I called in tonight. I was on hold for 32 minutes when a representative finally answered. He acted as if he couldnt hear me asked me my name and phone number then asked me to hold. It kept going silent, he would never check in to update me as to what he was doing. Then the call disconnected. Now mind you when you call in it asks you for a call back number in case the call disconnects. No one has reached out yet. This was around 7:10 eastern standard time. Now I have no good connection or service so therefore my family has no television to watch and the kids cannot complete their assignments. I need this rectified and immediately I work too hard to give my money away because the service is not beneficial.

  Business Response

  Date: 01/08/2024

  Hello,
  
  Our repair team has indicated that the services are good to NID (Network Interface Device) and the line stats are good. There was no access to the home due to no one was home until 5:45 pm daily. *************** has attempted to make contact via the alternate telephone number ending in **** but was unable to leave a message. An email has been sent to ************************** with these findings. 

   

  Thank you,

  *********************************
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:01/02/2024

  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 have Brightspeed internet service. I have contacted them numerous times to remedy problems with my internet service which I depend on for phone service and television. I'm a senior citizen on social security. I have health issues . I need reliable service. I used to have phone and internet but if one is out both are out.They refuse to send repairmen in a timely manor. It is out more than it is on. I pay $50.00 plus $10.00 pet month fir a modem that I haven't used for years I have asked to return the modem and have had no response nor have they replaced it.I am just requesting that they either fix this problem or charge me for the time that the service actually works. I have no cellphone coverage in ********** where I live we are a dead zone.So when I call to make a complaint I have to drive to where I have cell coverage to speak with them . This has been an ongoing problem for nearly 7 years. I pay for Television subscriptions that are delivered over the internet as well.If I had another choice of providers I would use them.They have sent repairmen who "fix" the issue but the fixes last anywhere from a few hours to a few days. When you call for repair service you speak to someone in ***** that checks you lines and tells you everything is fine. When you ask to have a repairman come to your house they simply tell you it's not needed! I know when my internet is off. Lol I'm just very frustrated. When I ask to return the modem each time so that I'm no longer paying $10.00 per month I'm told they are sending a link to do that which I never receive. They need to provide solutions .

  Business Response

  Date: 01/05/2024

  Dear ***********************,
  
  I appreciate the opportunity to review the complaint that you submitted on December 31, 2023, regarding the internet service issues.
  
  I reached out to our technical support team for review and customer contact.  I found that the current modem was losing sync and there was also authentication drops in service.  A dispatch was issued for ******* 3rd.  Technician notes showed of a replaced modem and our technical support agent received confirmation from you that all is working well now.
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

  Customer Answer

  Date: 01/05/2024

   
  I am rejecting this response because: the internet service is great now. But I also requested an adjustment to my bill. The internet was a problem for many months. Due to the fact that I had no access to any of my paid subscriptions  such as ******* , Amazon prime and everything that I subscribe to throug them.
  
  

  Business Response

  Date: 01/08/2024

   January 8, 2024
  
  
  Dear ***********************, 
  
  
  I sincerely apologize for my delay, I also issued a credit for the last 2 full months of service in the amount of $139.10, effective today.  I hope this helps, thank you in advance.
  
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate
  
  

  Customer Answer

  Date: 01/08/2024

   
  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:01/02/2024

  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.

  Horrible internet - they are not providing the speed they are selling. Additionally, I lose internet at least 10 times a day. I have emailed, no answer - I have chatted and was told I need to decrease the number of devices (what a joke) - and called (disconnected several times). This is a joke of a company.

  Business Response

  Date: 01/11/2024

  January 11, 2024
  
  
  Re:      ************************
  Complaint ID ********
  Notice of Complaint Filed: December 30, 2023
  
  Dear ****************:
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem.  Bandwidth over-utilization is affecting the internet, causing slow speeds and intermittent connections on individual devices. The stability lines are very stable, provisioning at a 99 percent full provisioning rate, upstream and downstream. In the past 30 days, the line has been 100 percent time authenticated and 0 percent of the time not authenticated.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: ************************

• Initial Complaint

  Date:01/02/2024

  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.

  Brightspeed customer service repeatedly denied there was an issue with our service. Then our router died. I spent all day on chats and calls before they agreed to send a replacement. They promised over night shipping. The router did not arrive and they then claimed they would not deliver on a weekend. They said we would get the router Tuesday. This means multiple work days missed as we work from home. They would not send a tech. They provided to recourse foe the promised delivery window. In the moder Era, everything runs on internet and we have been completely without for an extended period. Brightspeed customer service had been the worst experience of my life. I have never felt more like the customers do not matter and they only care about money. I need a substantial bill credit for the days missed, time spent arguing and struggling with service and the loss of billable hours. I also need the replacement router delivered immediately.

  Business Response

  Date: 01/03/2024

  ****************,
  
  Please be advised that our records indicate the modem was ordered on 12/30/23 which fell on a weekend, the day before a holiday. Consequently, our distribution center was closed. However, I want to assure you that your equipment did leave our facility on 1/2/24 with an estimated time of arrival as 1/4/24. Since it is in motion, we are unable to further rush the order. Your shipment via *** has the tracking number 1Z5V81380303280082. 
  
  I know this is not the answer you were expecting and apologize this issue was not resolved to your satisfaction.
  
  One month of credit has been issued to your account as a courtesy for the inconvenience you have experienced.
  
  Thank you,
  ***************************
  Brightspeed Customer Advocacy Group
   

• Initial Complaint

  Date:01/02/2024

  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.

  After repeated attempts to contact the company (unsuccessful: no phone number, no email address, they put me on hold on my cell phone to get a text and I hung up after 25 minutes) to report an outage, I finally made contact via email and told them to disconnect the service and cease billing me. After repeating this request in several emails, they disconnected the service. And then billed me again for a month's service the next day. Not bad customer service, basically no customer service. They said they would refund $25, but then billed me again $60 for the month's service. If they do not refund the entire amount, I will take them to small claims just because I am angry. I do not have a social media account or I would blast them on that.

  Business Response

  Date: 01/03/2024

  January 3, 2024
  
  Dear *************************,
  
  I appreciate the opportunity to review the complaint that you submitted on December 30, 2023, regarding the account ************************* and refund request.
  
  Once researched, I found that a disconnect order was issued on December 28th and completed on the same day. Regarding the refund request, the current account balance is -$27.93, the refund should arrive within the next 30 days.
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

• Initial Complaint

  Date:01/02/2024

  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 was told by a technician that we needed a twisted pair line installed to our house in order to get the full 60 mbps we were paying for (Our modem gets a *** of 50 from the line because its copper). We waited until winter break from my job in case there was service interruptions which can understandably occur during that kind of install. I went to support asking for the physical line lead to the house in order to get the full speed and support clearly did not understand my request despite me CLEARLY saying it was a physical line install to our house. I got sent to three different support staff and each claimed they were checking the chat log but based on the conversations they clearly didnt attempt to either read or comprehend the request.Finally the last super person said they needed to transfer our account to work with ******************. I thought this seemed weird, but we were previously CenturyLink customers and maybe they needed to convert something on the other side. They claimed their system was down and itd take ******************************* Sure, seems plausible.I get an email hours later (plus a mailer today) with a bill that is not is not only charging us $50 dollars more, but also says were getting a SLOWER speed. So we have to pay more to get less. This is not right. I was told NOTHING of being charged more because I wouldnt have agreed to it. I also would not have agreed to a slower speed. I need this for my work And the speed we were getting (not the whole 60 we were paying for by the way) was barely meeting our needs. I just wanted them to give us the speed we were paying for and instead got a much worse deal. And if Brightspeed responds I was making this request on behalf of my parents who are on the account in question. Ill upload the chat file in question so you can see the incompetence your staff has disappointed us with.

  Business Response

  Date: 01/11/2024

  
  January 11, 2024
  
  
  Re: ****************************
  Complaint ID ********
  Notice of Complaint Filed: December 30, 2023
  
  Dear ****************:
  
  Brightspeed appreciated the opportunity to review the details in the statement of the problem. We escalated to repair escalation to review the line quality affecting the low downstream sync rate on the Brightspeed network.A specialist will contact the customer to discuss the matter further. *************************** has been supplied with the Customer Advocate information for direct contact until the issue has been resolved.
  
  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy

• Initial Complaint

  Date:01/02/2024

  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.

  Bright house bought our internet service from Quantum Fiber, who was contracted by **** Utilities to install fiber optic cables throughout my area. Quantum fiber assured in writing that our rates would not change through the transition. Effective December first, rates for everyone in Crown ******* subdivision increased. My entire subdivision, Crown *******, was affected by the rate increase.

  Business Response

  Date: 01/03/2024

  ****************,
  
  We appreciate the opportunity to review your concerns regarding your Brightspeed Fiber billing submitted by the BBB.
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  I understand your frustration and although we haven't had a price increase in over a year, the change to $70.00 a month matches our pricing to the market average. It is still a great value at $70 and you will continue to have no charges for equipment. 
  
  I understand that this is not the answer you were hoping for and apologize for any issues or inconvenience that *** have been experienced.

   

  Thank you,

  *********************************
  Brightspeed Customer Advocacy Group
  

  Customer Answer

  Date: 01/05/2024

   
  I am rejecting this response because:
  The documents i submitted prove that when myself and all of the subscribers in my subdivision were promised in writing that our rates would never go up as long as we paid our bills . 

  Business Response

  Date: 01/10/2024

  Please be advised that Brightspeed stands by its original response. Fiber Internet was never marketed as a Price for Life plan therefore it is subject to price increase. This was communicated to customers via email on 10/9/23.
  
  Thank you,
  
  ***************************
  Brightspeed Customer Advocacy Group

• Initial Complaint

  Date:12/29/2023

  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 calling this company for well over a year telling them we only want a basic landline with nothing on it no caller, no call waiting no long distance just a basic landline I have explain in detail this is just a landline just for emergency only and yet I'm still being charge for a bundle that I didn't want. I want a adjustment

  Business Response

  Date: 01/08/2024

   January 8, 2024
  
  Dear Mr. and *****************,
  
  I appreciate the opportunity to review the complaint that you submitted on December 28, 2023, regarding the request for a basic line.
  
  I reached out to a back-office team for assistance and found that an IT ticket had to be issued which cause a delay in getting your request completed.  I found that the order has been issued and the line is as requested. The account also has a credit balance in the amount of $232.21,crediting back the features since June.
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

  Customer Answer

  Date: 01/08/2024

   
  I am rejecting this response because:
  this issue have been going on way before June I want the company to go back to their recorded calls and remarks on the call I started this request went it was centurylink

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  Dear Mr. and *****************, 
  
  After researching your account notes once again, I found the following:
  
  May of 2020, you called in requesting to remove the **********, but you were advised that we do not have an internet package with basic phone service, you were offered our Price for ************ for $85/month, and this was accepted.
  
  November of 2021, an order was issued to change you to ************* Home Phone and Inside Wire Protection.
  
  June 30, 2023, was the last account note that shows you called in to lower your billing, this is why the recent credits on the account were back dated to June of 2023.  This is what the recent order corrected as requested.
  
  I hope this information helps, thank you in advance. 
  
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate