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:11/21/2023

  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.

  I was talking to a Brightspeed internet customer service rep. *** informed me that there are several accounts attached to my internet service. I only have one address attached to this. I have informed centurytel/brighspeed of this several times. I have changed my phone number several times. I think this is an inside job. I have bought my own modems because of this breach. I am requesting a year of free internet or a refund for one year. The picture below is proof of someone on my account. This is not my info

  Business Response

  Date: 11/27/2023

  Brightspeed has completed a review of the complaint filed by **************************************** requesting one year of credit or a refund for additional accounts that have been established in her name.
  
  Please be advised that Brightspeed has been unable to locate any additional accounts associated with ******************* and has declined to compensate for the requested amount due to it is not warranted.
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ********************
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** ******************

  Customer Answer

  Date: 11/30/2023

   
  I am rejecting this response because:
  I was told by the customer service person and the pictures proves it This information was in my modem

  Business Response

  Date: 12/05/2023

  Please be advised that our records indicate there are no other accounts associated with *******************. Regarding the modem, *************** has indicated that is possible for a refurbished modem to maintain old information however it does not indicate that someone is accessing the customer's internet service remotely. The current user ID and password have been removed and a new user ID and password have been issued. The findings of this matter have been forwarded to the customer via email. 

  Again, on behalf of Brightspeed, I apologize for the inconvenience and frustration this matter has caused. 
  

  Thank you,

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

• Initial Complaint

  Date:11/20/2023

  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.

  Committed to providing internet services. Have been without internet 3 weekends in a row (with 11/18/23 being the 3rd) for more than 48 hours costing us $ . They do not want to credit account fairly for the inconvenience or loss of revenue

  Business Response

  Date: 12/08/2023

  December 8, 2023
  Dear *******,
  

  The internet service issues reported have been resolved. Your account was credited for the time missed due to the outages. Account credited in the amount of $119.61.
  

  Sincerely,
  

  *******
  Brightspeed Customer Advocate

• Initial Complaint

  Date:11/20/2023

  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 am a current brightspeed, Internet, customer. Our Internet goes out multiple times a month for days at a time. I would like for brightSpeed to update and upgrade their equipment so we have reliable Internet.

  Business Response

  Date: 11/21/2023

  November 21, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************. In her complaint she state claims that her internet service goes out multiple times a month. The customers account was affected by two outages within 30 days. Both issues resolved within 48 hours. The customers account has been ************************ for over 92% of the time online. The customer needs to refer to the website for information on potential upgrades in the area.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 11/21/2023

   
  I am rejecting this response because:
  Brightspeed acts like its a minor inconvenience when their internet goes out multiple times a month. For people who work from home its a MAJOR inconvenience!

• Initial Complaint

  Date:11/20/2023

  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.

  about 4 months ago i was approved for discounted internet . I filled out there application for it and after about 2 months i called and they said i had made a mistake on my application that i would have to fill out another one so about 2 months ago i did and they are still putting me off on my discount internet Full price is $50 month reduced price shoud be $20. all i want is from here on, my discount.not have to wait til Jan. the issue is an error on my typing ,should be $20,

  Business Response

  Date: 12/05/2023

  Brightspeed appreciates that opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************.  In his complaint **************** advised that he was approved for an internet discount (possibly the *** discount) about 4 months ago.  He also mentioned calling us about 2 months after to confirm and was advised of a mistake made on the application and that he would need to reapply.  **************** claims that he filled out another application after this and is still being billed the normal service price.

  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to a back-office team for review and found the following.  We were able to find where **************** applied back in September with the wrong information.  **************** called in October and was advised of the incorrect information and that he needed to submit a new application with the matching information according to the National Verifier.  We did find records where **************** called us again in November to check on status, but we do not have a second application on file to be able to review.  The September application *** have already expired now, and we would need a new application with the correct information to be able to review.

  
  The following site address and information *** help in completing the *** discount process:
  ************************************************

  Fill out the application in Step 1, If you are qualified, they will email you an Application Id Number, when you receive that number then go to Step 2 and apply that Application Id Number on that form and fill out the rest of the information its requesting. Once all Information has been submitted give us up to 2 weeks to process your application. If you have not heard anything within that time frame, try giving us a call back at ************. Thank You

  
  NOTE: Take your time filling out all information during the application process, any false or inaccurate information submitted will result in your application being rejected. Make sure all information that you put on both applications, match, if not it will result in your application being rejected.

  *** DEPARTMENT
  ************

  Customer Answer

  Date: 12/05/2023

   
  I am rejecting this response because:
  They lied about both. I did not make a mistake on the first one and I did send in another one and I kept calling to see if they got it and they said they would email me when it was approved. I'm sure it's out of date now I will have to go back and have it approved again.And they will do it all over again instead of giving me my discount I'm almost 80 years old and this isn't right.

  Business Response

  Date: 12/06/2023

  December 6, 2023
  
  This is in response to the rejection received today.  I completely understand your frustrations, when we have an application on file, all we do is compare it to the national verifier to make sure that all the information matches.  Unfortuneately our ACP departmnet could not match the information to aprrove the discount.  As previously mentioned the old one may have already expired and we cannot proceed without a new application.
  
  Thank you in advance.
  
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed

  Customer Answer

  Date: 12/07/2023

   
  I am rejecting this response because:
  It was their fault it was expired,they should go ahead and let me have the discount, It was Approved Sep.19,2023.I sent in the right app the first time and the second time they said they never got it and now waited til it is expired 11/19/2023..they waited so they would not have to give be the discount.Now it will take about 2 months to go get all the paperwork again and get it approved again for them to turn it down or wait til it expires again. iIf I had another internet to go to I would

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service 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.

  My mom's phone has been out for over 2 months. My brother and I both have contacted Brightspeed and no one has been out to fix it. She's 93. And they want her to still pay the phone bill.

  Business Response

  Date: 11/21/2023

  November 21, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted ********************************* ******** of her fathers account, ***************************. In her complaint she state claims that their service has been out for weeks. The service was affected by an outage that was resolved on11/20/23. The account was credited for all the time missed due to the outage.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 11/22/2023

   
  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. But if it happens one more time my mom is going to cancel service.

  Thank you,

  ****************************
  
  Thank you. 

  
  

• Initial Complaint

  Date:11/16/2023

  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 work from home and my internet speed is horrible. If we have our ** on and you turn your phone on it immediately start buffering. We can have the ** on and maybe one computer. But no cell phones.I lived literally 6 miles from where I moved from. They told me this is the best they can do. I pay the same price for 10 Mpbs as I did for 30 Mpbs. My place of business is also 6 minutes away. I would sign up there for more Mpbs to do my work, but the building had a small fire inside and we couldnt get the soot nor the smell off the walls. We put tin on ceiling and walls to get rid of the smell so we cant get internet their either.I feel trapped and hopeless.Their service man has been out 4 times and said this is the best they can do.This is what I found when looking up about Mpbs speedsWhat is considered slow internet?Download speeds less than ************************************************** good home Wi-Fi. With these speeds, users may experience buffering when streaming video, difficulty connecting multiple devices and other internet connectivity issues. Sep 22, 2023 Trapped and helpless

  Business Response

  Date: 11/17/2023

  November 17, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************  In her complaint ***************** advised of horrible internet service and having limitations on the number of devices that they can use at the same time. 
  
  Brightspeed regrets any inconvenience that *** have been caused.  I first researched and found that ***************** is getting the fastest speed that we have available.  I also reached out to our technical support team for review and found that service line is authenticating at the purchased rate, but the service demands seem to be higher that what she has.  ********** line issues, modem or connection issues were found.  The only issue found was over-utilization of the available bandwidth. 11 devices were found to be registered on the account (3 wireless devices were found by tech support when line was reviewed).  The bandwidth service issues were found in 6 of the last 7 days, primarily DTV hardware.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconveniences that *** have been experienced.
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed

• Initial Complaint

  Date:11/15/2023

  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.

  We started with Brightspeed on Oct. 7, 2022. That day, they installed an internet cable that physically runs across the yard between our house and our neighbors house. The installer said Brightspeed would send someone out to bury the line. Over a year later, they still have not buried it even after repeated phone calls and e-mails. It is a hazard for us and our neighbors, and kids were tripping over it on Halloween. Brightspeed keeps sending people out who look around and then tell me someone else is going to come and bury it, but after a year of this song and dance, it still hasnt happened. On Oct. 22, I notified Brightspeed that we will be canceling service on Nov. 23 if the line is still not buried.

  Business Response

  Date: 11/22/2023

  ******************* concerns were escalated to the appropriate team for review and to baddress. Please be advised a buried service wire ticket has been issued and the line has been scheduled to be permanently buried on 12/4/23. 
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  *********************************
  Executive Office Case *********************************** ******************
  
  

  Customer Answer

  Date: 11/27/2023

   
  I am rejecting this response because: The plan Brightspeed outlined in its message is not adequate. A team came out, discovered the line was too short to bury, laid down and buried a new one and said another team will splice in the new line and remove the original line, which is still draped across my yard. So now we need the new line spliced in and the original removed in order to finish the job.
  
  

  Business Response

  Date: 11/28/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint previously submitted by Ms. ************************** Please be advised that this is a temporary line and will be removed once the new line has been laid and permanently buried which is scheduled for 12/4/23.
  
  Thank you,

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

  Customer Answer

  Date: 11/29/2023

   
  I am rejecting this response because: What Im saying is the line has now been buried but the original line remains across the lawn and is still a trip hazard. Im reiterating this so the right crew is sent to my house. We now need someone to 1) splice the new line in and 2) remove the original line.
  
  

  Business Response

  Date: 12/04/2023

  Thank you for the update. The customer's concerns have been escalated back to the local field team to investigate further and resolve.

   

  Thank you,

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

  Customer Answer

  Date: 12/08/2023

   
  
  
  I am rejecting this response because: The old cable is still strewn across the yard, posing a hazard for my family and my neighbors.
  

  Business Response

  Date: 12/14/2023

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

  Our records indicate this was completed on 12/8/23. Please advise if the issue has not been resolved to your satisfaction.

   

  Thank you,

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

  Customer Answer

  Date: 12/14/2023

   
  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. It's worth noting, though, that Brightspeed's timeliness and customer service were both seriously lacking in the year that I have been their customer.
  
  Thank you. 
  

• Initial Complaint

  Date:11/15/2023

  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.

  In August of 2023, I replaced my internet service formerly provided by Brightspeed. I disconnected their router and have not used their service since. On October 16, 2023 I called Brightspeed to cancel my account, which also included landline telephone service. They told me I still need to pay the bill for services out to November 11, 2023 because the call occurred within the billing cycle. They were going to send me a label and box to ship back their equipment, which I have still not received. I have not paid the 11/11 bill because I don't think should have to - I am not using their services and I don't want it. The landline is dead, no signal. Today, I received another bill for services out to December 4, 2023.

  Business Response

  Date: 11/16/2023

  November 16, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *******************. In his complaint he states claims that he disconnected his service back in August and is still getting billed for services. Brightspeed has disconnected **************** service and adjusted his account balance to $0. ************** can begin the modem return process by going to Brightspeed.com.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:11/15/2023

  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.

  On Nov. 7, 2023, I overpaid my payment agreement. I erroneously paid $613.84 instead of $125.00 I immediatley contacted cusomer support via live chat. They assured me the the payment was canceled. However, the next day, on Nov. 8, 2023, that amount was debited from my checking account. I have provided Brightspeed with the evidence of this debit. I have contacted Brightspeed just about everyday since, getting a different response/explanation each time. I was told it would take ***** hours to be refunded. Its now been a week. The last conversation I had with a representative, I was told the payment didn't clear the bank, which is false. I was asked to provide evidence that it did clear, which I did. I still haven't received my refund.

  Business Response

  Date: 11/20/2023

  November 11, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has submitted by **************************  In the complaint ***** advised of making an overpayment to us of $600+.  Proof of payment was also submitted for a refund.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our back-office team for review and found that the refund check was created last week on November 15th.  The estimated time of arrival of this check should be 7 to 10 days from the 15th.  Please keep in mind the holiday this week,not sure if that will affect the arrival time.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed

• Initial Complaint

  Date:11/15/2023

  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.

  My Internet went out along with my home phone on November 10, 2023 and I called Brightspeed about it. I was originally told it would be Thursday November 16, 2023 before someone could come out. ALMOST a Week. This was not acceptable. Had to call back multiple times and kept getting "disconnected". Finally got someone to help me on Monday. Was told that they would have someone here on Tuesday November 14th. Received text message and email that a technician would be at my home between 8 and 12. As of 12:00, no one here. Called Brightspeed again and was on phone for about an hour and then was told someone would be here by 5:00pm. Brightspeed Internet is the biggest joke for an Internet and phone service company. Brightspeed does not care about their customers and in rural areas they know that they can get away with this POOR service. I work from home and this has cost me lost wages and hopefully I don't lose my job.

  Business Response

  Date: 11/28/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **************************  The complaint stated their internet went out on November 10th and they were given November 16th for the repair date.  They called back and were given a new due date,and the technician did not show up and the ticket was canceled.  They work from home and Brightspeed does not care about rural customers.
  
  Records indicate the customer had two tickets issued and one was canceled. The service was restored on November 15, 2023.  Out of service credit was provided.   The internet disclosure information can be found at *******************************************************************************************************.
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.  
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.   
  
  Sincerely, 
  Ms. ************;
  Brightspeed 
  www.brightspeed.com 
  
  

  Customer Answer

  Date: 11/28/2023

   
  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.