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:11/07/2023

  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.

  Brightspeed botched the installation at my home on 11/6/23. The contractor cut the current ISP line. Brightspeed will not move up the connection date from 11/13/23. I have to wait a week without an ISP due to their installation mistake. Horrible customer service.

  Business Response

  Date: 11/14/2023

  Our Fiber Success Team has been trying to make contact with the customer to schedule an install and they have not had any success. 

• Initial Complaint

  Date:11/07/2023

  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.

  We are Brightspeed customers. We paid for service and modem lease. We have not been receiving service at levels promised. We upgraded our service to fiber optic effective at installation. However, despite reassuring us that there would be disruption in the service, our internet connection went down. After 4 HOURS on the phone, and speaking to 10 employees, my service is out and now my modem is bad. Requested a tech service visit to deliver new modem and ensure connection. I was denied. I am an online live remote ***************** teacher. I cannot be without service!!! Brightspeed has jeopardized my employment! Now, I have travel somewhere to connect to do my job. I have mobility problems due to osteoarthritis which is why I teach from home. I believe the service disturbance started when their sales staff began canvassing the community. I just upgraded and now a change in service that isnt supposed to start until after installation is costing me time, money and potential health risks.

  Business Response

  Date: 11/15/2023

  November 15, 2023
  
  
  ****************************************************************************
  Complaint ID ********
  Notice of Complaint Filed: November 6, 2023
  
  Dear ****************:
  

  ******************* filed a complaint through the Better Business Bureau (BBB) about a replacement leased modem.
  Brightspeed has completed our investigation concerning the billing account number *********. On November ******, we shipped a replacement modem to *******************, *************************************************************************. The tracking number 1ZY1975V0301331644), provided by **** confirmed proof of delivery, and the shipment was delivered on 11/10/2023 at 10:05 A.M to **************, **.
  

  Brightspeed appreciated the opportunity to review the details in the problem statement. We have issued a credit adjustment of $5.08 to satisfy the service interruption period from November 06, 2023, through November 10, 2023. The adjustment will be reflected in the next bill date cycle, December 07, 2023.
  

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  

  Sincerely,
  

  *******************
  Brightspeed Customer Advocacy
  
  CC: *******************

• Initial Complaint

  Date:11/06/2023

  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 on 11/2/2023 and I contacted Brightspeed to troubleshoot the issue and ultimately a technician was scheduled to visit my home on 11/3/2023. I was informed that a technician would arrive between 8am - 5pm on Friday, November 3rd. No one ever arrived to my home on 11/3/2023 and I was not contacted by Brightspeed with any updates. I called Brightspeed that evening and was informed that technicians are not available on weekends so the next available appointment would be Monday, November 6th. It is now Monday and again a technician has not arrived at my home. I contacted Brightspeed and they mentioned they do not have any update on the repair ticket. I can't seem to get anywhere with this company as no one seems to know what they are doing. I have been without internet for 5 days now and Brightspeed will not follow through with sending a technician to my home to repair the internet. I would like to have repair technician sent to my home ASAP and I would like my billing statement to be adjusted for the days that I have been without internet.

  Business Response

  Date: 11/08/2023

   November 8, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **********************************  In his complaint ****************** stated that his internet service went down on November 2nd.  After contacting us, he was given a dispatch of November 3rd, but no one arrived. After contacting us again, a new dispatch was issued for November 6th and again, no one arrived.  ****************** was also looking for a credit for the days without service.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our technical support team for review and customer contact as needed.  I found that there was a programming issue that was causing the service issue, I also received confirmation that ****************** was able to get online just fine after the issue was resolved.  As a courtesy, I issued a refund for the November 8th charge back to the card ending in ******** (conf # ***********) as a courtesy.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed

  Customer Answer

  Date: 11/12/2023

   
  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. 
  

• Initial Complaint

  Date:11/03/2023

  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.

  There is a loud hum on the phone line. Sometimes so much static that caller can't be heard at all. Service has been worked on twice but situation is not improved. This is a business and the phone is important.

  Business Response

  Date: 11/09/2023

  November 9, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************************. In her complaint she states claims that her voice service had static on it and unable to be used. Brightspeed dispatched a technician on 11/8/23 and was able to repair the issue by repairing the cross box. Customer confirmed service working after the repair. The customers account was credited for the time without services.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:11/03/2023

  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 January 24th, 2022, I placed a deposit of $822.74 for the commencement of work, installing internet services at my new home. Brightspeed (formerly CenturyLink) came to my home on March 29th, 2022 and marked out the electric lines but before they returned for the digging/installation I canceled services due to a very prolonged process on the company's behalf and poor customer service experiences. When I tried to collect my deposit of $822.74 they told me that they had no record of it, even though I provided them with the job authorization number on the contract, the date the money was withdrawn from my bank account, and proof of payment to them. They proceeded to tell me that they had no record of my contract and that I was being scammed. Even though, I had proof of their company vehicle in my driveway the day they marked the electric lines and proof of our contract. They refused to resolve this matter, stating there was nothing they could do and that I would not be getting my money back.

  Business Response

  Date: 11/16/2023

  November 15, 2023
  
  
  Re:*******************
  Complaint ID
  Notice of Complaint Filed: November 6, 2023
  
  Dear ****************:
  
  ******************* filed a complaint through the Better Business Bureau (BBB) about the challenges of getting a refund of $822.74 for Aid to Construction for the commencement of work,installing internet services at their new home--formerly CenturyLink--on March 29th, 2022. However, the customer canceled the order because they sold the new property. ************ asked that we refund the payment of $822.74.
  

  Brightspeed has completed our investigation concerning the billing account number *********. We have been unable to find any documentation about the payment paid to Legacy CenturyLink on May 29, 2022. We need proof of payment: payment amount, check number, date check written, date check cleared with Legacy CenturyLink/Brightspeed (obtained from ********************* bank), bank routing and account number, and the address to which the payment was mailed.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem. The case manager created taskCSMTASK011261 until we have resolved the payment issue and contacted ******************* via voice to advise of pending actions and proper contact information for future inquiries about the payment matter.
  

  Brightspeed apologizes for any issues due to the experience and inconvenience.
  
  Sincerely,
  
  *******************
  
  Brightspeed Customer Advocacy
  
  
  CC: *******************

• Initial Complaint

  Date:11/03/2023

  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.

  Brightspeed is performing unauthorized digging on private property, and has destroyed existing conduit and thereby eliminated their competitor's internet service, and has not responded to requests to desist.

  Business Response

  Date: 11/03/2023

  Thank you for forwarding the complaint over to Brightspeed.  In order to provide the customer with a resolution, we will need the address that the damage was caused by Brightspeed.  The customer simply put down the city without any physical address.  Also to file a property damage claim the customer will need to file a claim through Sedgwick.  Their number is ************ and they are available to call 24 hours a day 7 days a week.  Once the claim has been filed, a claim number will be provided and field assessors will be dispatched to the location to determine what property has been damaged and what will be needed to resolve.  If the property is private property and not public easement and the property owner is requesting that actions and field work to be stopped, that will need to be handled through a legal channel.  Once the address information has been received, I will be happy to forward the information over to our *********************** Team (executive repair) for them to review.

   

  Sincerely,

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

  Analyst II - Customer Advocacy Group

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

  Customer Answer

  Date: 11/06/2023

   
  I am rejecting this response because: they asked for the address of the unauthorized work.

  The address is Woodstone Condominiums, *******************************************************************************; 37601
  
  

  Business Response

  Date: 11/14/2023

  Thank you for your time and patience while the customer's complaint has been reviewed and investigated.  Once the complaint was received it was immediately forwarded to the *********************** Team that reached out to the customer.  Additional information was provided and the Supervisor of Regional Operations was engaged.  Fiber expansion was approved for this community, however, since the customer requested the work to be stopped, the 3rd party contract company has been notified to cease operations until all permits can be presented.  The customer has been advised by the specialist and once all permits have been presented the work will not continue.  If any damage to private property has been sustained, a damage claim will need to be issued by contacting UNIcall ************.  Claims are processed through Sedgwick and will be handled through that channel.

  We apologize for any inconvenience that this has caused and for the misunderstanding and miscommunication.

  If you have any questions, please let us know.

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

  Analyst II - Customer Advocacy Group

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

  Customer Answer

  Date: 11/15/2023

   
  I am rejecting this response because: fiber was not approved for this community - I would know, because I am a member of the ***************************** of ****************************************************************

  Business Response

  Date: 11/27/2023

  I apologize for the late response, as the previous response explained that the fiber expansion had been stopped pending permits being presented.  On 11/10/23 the *********************** Team provided the following information: ES0008051
  Close notes: Work has been ceased; Permits have been sent.
  Problem(s): Fiber being put into area; private property says work was not approved.
  Root Cause: Fiber area upgrade / expansion.
  Other Areas of improvement: Work has been ceased; Permits have been sent.
  Action items: *************** to stop contractor. Permits were fowarded.
  Thank you,
  Escalation Management Team

  As previously mentioned if there has been any damage to private property ****************** will need to call the number for Sedgwick and file a claim.  We understand that he has stated that he is on the *** board so the claim should be filed for the community instead of just an individual claim.  We are deeply sorry for the misunderstanding.

  Sincerely,

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

  ******* II - Customer Advocacy Group

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

  Customer Answer

  Date: 11/28/2023

   
  I am rejecting this response because:  Brightspeed needs to submit a proposal to bring high-speed fiber-optic internet to the ******************* so I can present it to the ***************************** (of which I an a member) for approval.  I am not filing a claim for damages at this time.
  
  

• Initial Complaint

  Date:11/02/2023

  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 have had problems with my phone line that goes from the road to my house for the past two years. Bright speed always comes out and puts in a temporary line that is not grounded and it fails in about three months. This last time they came out was the 23rd of September 2023, the technician said that he could not fix it and it required a new line installed which he was not qualified to do. So he said he would talk to his supervisor and see what could be done. Well over two weeks when by and no crew, so I had to make another trouble call to brightspeed and then set someone out to dig two big holes and a trench and then run a temporary line over the top. They said someone would be out soon to put the permanent line in. Well this has been going on since the 23rd of September 2023, No permanent line installed or grounded and I have two holes and a trench in my front yard, which is a safety issue. How can I just have this fixed? I keep calling but they never come to finally finish the job, please help.

  Business Response

  Date: 11/20/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***********************
  
  This customer's issue has already been addressed via a duplicate FCC complaint.
  
  I reached out to the Field Supervisor (***) for assistance.  The *** advised we had a technician go out last week who dug the cable back, per the customers preference.  Then the technician ran a new piece of line, spliced it, and filled in the holes.  This issue has been resolved.  No further issues have been reported.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:11/02/2023

  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.

  Brightspeed stole 50$ from my boyfriends card he was signing up for a brightspeed account NOT even for the wifi just an account in general and they charged his card 50$ and after they did he was kicked off the site there isnt any account made for him and a confirmation code was never given and when called there is apparently zero proof of the charge yet LITERALLY on our chime it shows a 50$ charge so we tried to dispute it through chime and chime said that brightspeeds bank isnt giving authorization for our money back so chime told us to call brightspeed and get their bank info to contact them but when we call they continue to ask for a confirmation number that was never given and deny to tell us who they bank with or deny to contact their bank about it because there isnt a confirmation number but there is literally a charge on our bank statement from them that we have proof of. Bright speed literally scammed me and there is also proof online of them scamming elderly people as well that they have already been sued for i want my money back

  Business Response

  Date: 11/07/2023

  BBB, 

  This caller does not have an account and we need more information to be able to assist them. Two messages have been left with contact information requests. If they can make contact with me at the numbers that I provided we can help them. . 

   

  Any assistance that you can render is greatly appreciated. 

• Initial Complaint

  Date:11/02/2023

  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.

  Was unable to use our telephone on Friday, October 27, 2023; no dial tone. Called BrightSpeed Communications and was promised a repair on my landline services on Monday October 30th between the hours of 8-5. Stayed home all day waiting for a technician who never arrived. Made calls and promises were made to have line repaired by 7 pm. No one arrived and calls were never made to us to explain why no one came to repair our line. I called again October 31st; still no services but lies and promises to repair. Excuses, excuses, excuses that ranged from: outage, services have been repaired from their office, or a tech will be there. As of today still on landline services. They've now scheduled a repair for Friday, November 3 between the hours of 8-5 pm.

  Business Response

  Date: 11/06/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, a trouble ticket was closed on 10/27/2023 CO power failure, cause weather. I placed another trouble ticket that was closed on 11/3/2023, repaired, programming.
  
  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:11/01/2023

  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.

  At the end of July a contractor we hired hit our buried phone line. I called Brightspeed and someone came to repair it the following day. This man replaced the damaged phone line but did not bury it. The new line is laying on top of the ground all the way from the street to the house. He said someone will come bury it in 2 wks. It has been 11 wks and it still isn't done, I have called 4 times. The people who answer the calls have all be outside the US. They speak English well but I don't think they understand it well. After 1 call someone came in a bucket truck and said he doesn't handle underground work. only overhead lines, The next day we got an automated call saying our ticket was closed. Each time I call the representative doesn't seem to understand the phone is working fine. We just need the cable buried. For 11 wks we have had to move the line to mow and now to rake leaves. We have had to keep the dog and the grandkids from messing with it for 11 wks. We are elderly and not in good health, We cannot do this ourselves and I wouldn't think they would want us to do it ourselves. Ticket number is *******. Case number is ********

  Business Response

  Date: 11/02/2023

  Good afternoon,

  Upon receiving complaint details, customer request was escalated to ****************** Repair for review. Brightspeed Repair called at 1:33pm EST on 11/01/2023 and spoke with *****. Brightspeed Repair confirmed working service and escalated cable bury request to the Field Operations Team. There will be a follow-up once work is completed.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Executive Team