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:12/27/2023

  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 live in a home in which cellular reception is not possible [ it is constructed out of steel doors]. We've lived here since **** and over that time have had both dial up modems &, for many years, *************** over DSL. On 12/10/2023 our landline went out after very heavy rains that weekend; we still had intermittent dsl/wifi most of the week. Then last weekend, after the very heavy rains, our DSL went out. So, even to use our cell phones we've had to go outside and sit in our car. We are an elderly couple and, for instance, trying to sign up for ******** for the 1st time has been VERY trying; we were finally able to do it from the Chatham ********************* So contact with, for instance, our physicians is problematic at best. Almost 2 years ago I had a medical emergency, severe internal hemorrhaging after a routine surgery fell apart and if we hadn't gotten to 911 immediately I'd be dead. Brightspeed hasn't responded for 2 weeks now; we are without phone all the time and internet service > 95% of the time. When we try to connect with user service, we get stuck into a infinite phone loop based in ***************. At the end of which somebody read the script and says" we are glad we could have helped you today." Our landline and Wi-Fi are both out; as well as our landline phone over which are DSL comes into our house. Because our house is made out of steel doors, we cannot get cellular reception inside our house. So we have to be outside to do anything using the phone. When it's below freezing and you have to be out in the car. Trying to get up with bright speed service. It's more than a little frustrating. Attached is the transcript of a LENGTHY set of text message exchange I had during ONE hour and a half attempt to obtain service.

  Business Response

  Date: 01/11/2024

  January 11, 2024
  
  Dear ****************************,
  
  I appreciate the opportunity to review the complaint that you submitted on December 25, 2023, regarding the phone and internet service issues.
  
  Although the complaint was filed on December 25th,it was assigned/received to work on December 27th.   I reached out to our technical support team for review.  I found that there was no sync or dial tone but there was also a pending order to port the number to a new provider to complete on January 4th.  I also found that there was an area outage reported on December 23rd, but no ETA for resolution was found.  I emailed customer on December 29th to advised of the pending disconnect order that was dated for January 4th and asked if they wanted to keep their service with us, but they responded that they did not know what they wanted to do with their landline.  Due to the ************ order for the phone line, there was nothing else that we could do at that point to try and resolve the service issues.  I also found that service credits were given for the down time.
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

  Customer Answer

  Date: 01/11/2024

   
  I am rejecting this response because: The outage began on 12/10/23; later that week Brightspeed employees in ********* were attempting to pump water out of the manhole that provides access to the phone line and clear out the water with nitrogen. I was told by a local Brightspeed employee the following week that 200 lines were still without service, including ours.  I NEVER received a satisfactory reply from Brightspeed that approached candor and/or reality.  We switched to Spectrum last week when there was STILL no ETA in re Brightspeed fixing the outage.  We had VERY intermittent *** service at, seemingly, random times.  During a "chat" with a Brightspeed tech on 12/23 the *** came back for about 30 minutes; not very helpful when trying to complete signup to ******** B for the first time!!! After I called to cancel both phone and internet "service," we received an email notifying us of a new bill for "internet" service.  I would think that WE would be owed a rebate for the month of December's non-service.  We spent Christmas in a ********* town parking lot where there was WIFI so we could chat with our son who lives in *********; not something we would have done on a cold day if we'd had a choice.   I'm afraid Brightspeed has 0 credibility. We would like our money that we were charged for NO-SERVICE from 12/10/23 on refunded.
  
  

  Business Response

  Date: 01/16/2024

  January 16, 2024
  

  Dear ****************************,

  Thank you for your response.  In my original response I advise that no sync or dial tone was found, this was true due to the service outage.  My technical support team advised that the outage was reported on 12/23, even though the service may have been down since the 10th.  I will look into why the delay in the report.
  
  Regarding the no ETA given on the outage resolution, that is possible, unfortunately, sometimes due to certain resolution issues or parts that need to be ordered and us not given an ETA either from the shipper, it limits us from providing one as well.  Regarding the service credits, between the system generated pro-rated credits from the account being *************************** on 1/8 and the $74.70 credits that were already given, this totaled for a full month of service.
  
  I sincerely apologize for the service inconvenience and your experience.  
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

• Initial Complaint

  Date:12/27/2023

  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.

  I cancelled my account with bright speed on 11/17. They keep pulling money from my account. I made contact and was told and have a documentation stating I will have no more bills. When the email for my auto payment showed up I called again. They told me I have a zero bill and that they took out my auto pay. I got another autopay email today saying they are taking $49. It is fraud at this point and I want my information removed and my account cancelled.

  Business Response

  Date: 01/02/2024

  We are still reviewing this matter and will provide an update as soon as possible.
  
  Thank you,
  ***************************
  Brightspeed ***********************

  Customer Answer

  Date: 01/03/2024

   
  I am rejecting this response because: that is the same answer I have been getting for months. It hasnt been resolved and no one ever reaches out to me with information or a resolution. When I call their number now it will not direct me to anyone. Its just a repeat until I hang up after trying for 30 minutes.  
  
  

• Initial Complaint

  Date:12/27/2023

  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.

  When my internet account was transferred from CenturyLink to Brightspeed in January the *** credits didn't follow my account. I was charged and had to pay $365.70 in July to have it reconnected for my son's schooling. Brightspeed told me to reapply for the credits which I did. Months go by and I was still getting bills. So in October I contact brightspeed again and they tell me to again reapply and fill out the form to have the credits on my account. Which I do and I receive an email from them saying they received my application and in 3 to 6 weeks I would get another email from them telling me when the credits would be applied. I never received another email and now my internet is turned off because of a past due bill in the amount of $198. Each time I call in or chat they tell me I need to speak to a special department who is only available on weekdays. When you try to contact them I get the runaround because it is a call center full of foreigners read the prompts on the computer screen

  Business Response

  Date: 01/02/2024

  January 2, 2024
  
  Dear *******************,

  I appreciate the opportunity to review the complaint that you submitted on December 23, 2023, regarding the *** credits.
  
  I found that we never received a recertification application for the 2023 year, the 2022 discount expired and was removed in April of 2023 (this is why March of 2023 showed your last credit).  We finally received the new *** application in December of 2023, and you are now enrolled as of 12/27/2023 going forward.  Regarding the current billing, the account was up to date with the *** discounts as of 4/17/2023, when it expired.  The charges have been correct since then and the current balance of $213.90 is due at your earliest convenience to avoid any service interruptions.
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

  Customer Answer

  Date: 04/21/2025

   
  I am rejecting this response because:
  

  Upon logging into the account they are saying I didnt have I took these screenshots to verify I did have the service for years and they have now removed the payment I made in march completely and have it listed that I owe $100. This is incorrect I paid the bill with my checking account I can verify this and they sent the refund to my ex roommate instead of my checking account after he requested the account be closed and he be refunded without my knowledge. 

  **** Meeks 

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

  Ferrum Va 24088

  
  

• Initial Complaint

  Date:12/27/2023

  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.

  I cancelled internet service in November of 2023. I then cancelled the telephone service that ended on 12/13/23. I was told by the customer service rep that automatic payments would stop. It was set to pay on 12/18/23 for the following month. They did take out a payment on 12/18/23 for $59.94. I contacted customer service. She stated that a refund was issued. As of 12/23/23, I have not received a refund for that amount but received a bill for $102.38. It is described as an Internet Trouble Isolation Charge. I've been with this provider for 17 years before Brightspeed took over and never had an issue with billing.

  Business Response

  Date: 12/28/2023

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

  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.

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

• Initial Complaint

  Date:12/27/2023

  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.

  Bright speed phone service. I have filed multiple request for repair of our land line. The online tech support is no help. I have gotten disconnected in middle of chat several times which causes me to strart the **************** again. Each time i have given the support person my contact information but they never call me to re-establish the conversation. Each time i have stated the phone has no dial tone. The service techs never come to the door or ask if the line is working. When i check the online status of the ticket it states the ticket is clear and completed. This has been going on since December 5th,2023. As of 12-22-23 we still do not have phone service. I would like a full credit of my account for the month of December. I don't want to pay for service i didnot receive.

  Business Response

  Date: 01/03/2024

   January 3, 2024
  
  Dear ***************************,
  
  I appreciate the opportunity to review the complaint that you filed on December 22, 2023, regarding the service issues with your phone line and trying to get help.
  
  Our technical support team contacted ***************** who advised all was working well, but we did find out that the service was not working since December 7th.  A credit was issued for the down time.
  
  Brightspeed acknowledges your concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Brightspeed Customer Advocate

• Initial Complaint

  Date:12/22/2023

  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 have been a brightspeed customer for just over a year. The only issue i have is the autopay. Everytime i ask if i can remove autopay it can't be removed , if it does get removed that my service will be disconnected. I should have a choice to have my money withdrawn from my bank at anytime. It is convenient for me to have autopay turned off and to make the payment myself. This really needs to be a option for customers , Brightspeed doesn't pay the customers bills but its so convenient for the company to take money from me than for me to pay the bill when its due. I would like for the autopay to be removed leaving my service connected and when its convenient for me to pay the bill i can do that, if i want to pay the bill early for the month then i should have that option. Give me so many days out of when i can pay the bill before the service is disconnected. Bright speed as a whole doesn't listen to the customers which is why they have such a bad rep. the web interface is so generic and basic, the customer service is horrible , the equipment is trash. I should have the right to have autopay turned on or off, it shouldn't be up to the company to hold the service accountable if the customer wants it off. Its about the customer , the business will make the money, if you not working with the consumers for a better experience then you need to go somewhere else. Help me , help you. it says right on your website that autopay can be turned off, i do not have that option. Make it right is all i am asking.

  Business Response

  Date: 01/10/2024

  Sent to customer on 12/27/23.
  
  ************,
  
  Please note that Fiber is a prepaid service and billing occurs once a month in advance for service. *************** bills from the day of installation for the next ****************************************************************** debit card. Therefore, unfortunately, if you remove Autopay, this will cancel the service. I apologize that this was not the answer you were hoping for and that this matter could not be resolved to your satisfaction.
  
  *********************************
  Customer Advocacy Group
  Brightspeed

  Customer Answer

  Date: 01/10/2024

   
  I am rejecting this response because:

  The fact is this is not specific to fiber , this applies to all accounts regardless of what kind account you are using. The screen shot to me when I look that up pretty much says go hear and make the change. Your telling me that brightspeed is treating all their customers differently. when the tech came out i specific asked if i could remove the autopay, he said you will need to call customer service.   If you have ********************** internet the auto pay applies to all. I'm being treating unfairly at this point. Forcing people to either have autopay enabled or have their service turned off/discontinued. Having the ability to choose when to pay for me is important, All these other company's , allow the cusomter to make the payment on their own and even allow payment extensions, it goes to show they are willing to work with you not against you like in this case , against me.  I'll be making a report to the *** for the fast that bright speed is treating me unfairly at this point but treats their other customers that are not autopay differently. . I never had a prepaid account nor will I have a company decide for me when my money comes out.This issue need to be fix not just for me for others who have the same issue. 
  

  
  

  Business Response

  Date: 01/12/2024

  ************,
  
  You have a prepaid account which is paid monthly by a credit card you have on file. This account cannot be migrated to a postpaid account therefore Autopay cannot be removed. In order to retain the service you have now, a credit card must be on file for monthly payments. Removing the credit card will result in the removal of the service due to there are no other available options to pay for the service.

   

  Thank you,

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

• Initial Complaint

  Date:12/21/2023

  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.

  Every year at Christmas Brightspeed/centurylink tries to upgrade your service to fiber. During this time your internet goes completely out causing you to call and have your service checked by a technician which they want to schedule to come out because your lines have been cut. The lines have not been cut and your service is fine but you have to call multiple times stating you do not want to be switched before they will do anything . Today I have no service again. My Bill is paid in full and I have been on the phone for 3 hours and my service will not be even looked at until the 27th of December its the 21st. We have no internet and no tv through the Christmas holiday. I cannot work now because I work from home. This business is NOT providing what they say.

  Business Response

  Date: 12/27/2023

  Please be advised that we are still reviewing this matter and will provide an update as soon as possible.
  
  Thank you,
  *********************************
  Customer Advocacy Group
  ******************
  

• Initial Complaint

  Date:12/21/2023

  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.

  I am a former CenturyLink user who is converting to ******************. ****************** staff installed a fiber network in my home on Monday, Dec 18th. Although I am able to access the internet, I am not able to add any devices to the **** I get a message that the router SSID incorrect. I have opened lengthy chats with the Brightspeed support staff on two occasions without getting a resolution. In one instance I was told I should contact the manufacturer of the router for resolution. Another time I was told there could be a service charge to correct the problem. Thinking that perhaps if I established an account with ****************** I might get better support, I attempted to establish that account. First attempt I was told the Account Number I provided was incorrect (I used the number shown on my billing statement). Second attempt I was told my account was closed (I assume this is some kind of reference to my former CenturyLink account, but I can't be sure). The primary reason I chose Brightspeed was the belief the company offered the best option for streaming. I am now thinking that is not true.

  Business Response

  Date: 12/27/2023

  Please be advised that we are still reviewing this matter and will provide an update as soon as possible.
  
  Thank you,
  *********************************
  Customer Advocacy Group
  ******************
  

• Initial Complaint

  Date:12/21/2023

  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.

  On Dec 5th, I reported to Brightspeed that my landline was not working. They issued a repair ticket for Dec 11. ********** cancelled this repair ticket and said that my phone was part of an outage. After waiting with no results, I contacted Brightspeed and was issued another repair ticket on Dec 12th. This was also cancelled by Brightspeed. After numerous contacts to resolve this issue, I was told by Brightspeed on Dec 19th that there was no outage and I was issued another repair ticket for Jan 3rd. By that time , I will have been without a phone for over a month. I live in an area with very little cell coverage so I am very dependent on my landline. To be without a service that I am continuing to pay for is unacceptable.

  Business Response

  Date: 12/27/2023

  Please be advised that we are still reviewing this matter and will provide an update as soon as possible.
  
  Thank you,
  *********************************
  Customer Advocacy Group
  ******************
  

• Initial Complaint

  Date:12/20/2023

  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.

  We pay our bill electronically well before it is due and they keep saying we have not paid. This is an ongoing issue with them. We pay the bill on line, well before it is due and our bank statements say the bank sends them the money well before the due date and they do not acknowledge receipt of the funds and they charge us a late fee as a result. I do not pay the late fees when I send the money to them and they send us the next bill and there is no acknowledgement that we have sent funds.

  Business Response

  Date: 12/27/2023

  Please be advised that we are still reviewing this matter and will provide an update as soon as possible.

   

  Thank you,

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