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:10/31/2023

  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 October 4th I was turning left into my friends yard to park when I ran into an unmarked guide wire owned by Brightspeed. Guide wires are supposed to have a yellow or white bumper/sleeve. This is the only one in town that I can find unmarked. I obviously didnt see it and ended up doing over $5300 in damage to my car. To this day, the wire remains unmarked. I was set up with their risk management department and working with ************************* who has been very helpful. She is ready to release the money for my repairs but is unable to do so because Brightspeed is not allowing her to. She can be reached directly at ************. My claim number is 4A2310829F7-0001. The last 2 weeks I have been completely ghosted by them. I need my car repaired. I can not use my car at night because the right side front lights are out and the light assembly alone is a $1400 repair. I am hoping you can help me. Thank you. ************************* ************ ************************************************************************ I am unable to load the pictures of the guide wires. The files are too big. They already have those pictures. I think I sent you some unrelated pictures. Sorry. I cant see what they are so I cant delete them.

  Business Response

  Date: 11/01/2023

  Thank you for sending over the information regarding ********************** complaint regarding her damage claim.  Once the complaint was received the information provided was reviewed.  An email was sent over to our legal team and to Sedgwick for review and for information on the status of the claim.  A response was provided by both parties, advising that this is still being reviewed by the legal team.  ************ case manager is out of the office this week, so her direct Supervisor has been engaged to assist in this matter.  Since this is being handled by our Legal team, the **************************** will not be able to assist in the matter.  I can confirm that this is still an ongoing investigation regarding the claim.  I will keep this case opened for reporting, however, due to the nature of the case Legal and ******** will be responsible for reaching out to the customer.

  I am sending you a direct email versus the portal for sensitive information that has been provided.  The customer should just be advised that this is still an ongoing investigation that is being reviewed by Brightspeed's Legal team and Sedgwick before any final decision is made.

  If you have any questions, please let me know.

  Sincerely,

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

  Customer Answer

  Date: 11/01/2023

   
  I am rejecting this response because:
  I accept that they are still investigating my complaint.   If this isnt resolved in a timely manner then I still want this considered open.   Once it starts becoming dark, I am unable to use my car.   It is becoming a hardship.  Thanks 

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

• Initial Complaint

  Date:10/31/2023

  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 provides phone service to our insurance agency. On August 17, 2023 our phones went out. That morning, I called service for Brightspeed at ************. A ticket was assigned #********* and escalated. for three weeks, we initiated communication with Brightspeed, asking for updates, solutions, explanations, anything. For three weeks, our business had NO phone service. Finally, on September 8, 2023, our phones were restored. On October 12, 2023, i phoned Brightspeed -************ to ask for a credit for yet another outage??? (This had happened to us in 2022 as well). I explained that we went 3 weeks without phone service; from **** to 9-8. We are *********** an out of service credit on our bill. I was transferred to tech support - he will apply 3 weeks basic phone service credit .$31 credit??? then transferred to customer support.....who then transferred me to ******* ......after a total of 64 minutes i was disconnected! This week, we received our bill with the whopping $31.36 credit and another late fee. I have not been called back. We have never been late on our bills but am withholding payment until we receive a response from Brightspeed.

  Business Response

  Date: 11/06/2023

  This matter is being reviewed by the Brightspeed Business escalation team. An update will be provided as soon as more information is available.

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

   

   

• Initial Complaint

  Date:10/30/2023

  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.

  I live outside of city limits and only have Brightspeed available for internet but the line are 100 year old and they have over sold the area and I can get nothing faster that 1.5. They admitted that there was too many on the server for my area but have no plans to upgrade anything. I think they know that nothing else is available so they dont care. It was the same way when it was Century link but at least they would send someone to check the copper lines when requested. I have a package deal to pay 40$ for speeds up to 20MG but cant get more that 1.5MG

  Business Response

  Date: 11/09/2023

  Below is the customer response to the customers concern:
  
  The customer did not have working internet.
  This was sent to the Repair Escalation Team for resolution.
  After a review of the area they found that it was in an outage from 11/1/2023 to 11/2/2023.
  Outage Ticket number was repaired on 11/2/2023.
  The services have been confirmed working at the purchased rate of speed.
  An out of service credit has been applied to the account in the amount of $5.00.

  Customer Answer

  Date: 11/09/2023

   
  I am rejecting this response because:
  I still have the same issue and if I reach out to customer support they say since I dont have a brightspeed modem I need to call my modem provider for help. There is no way that from an office in another state that they can tell me nothing is wrong with their lines and its automatically my modem since I dont want to pay $15 a month or $200 for one from them. I do not need a 1G modem for $200 when my internet connection speed is maxed out at 1.5M and they have no plans to increase it. I would be willing to lease a modem from them for $5 a month. My internet drops connection at least 10 times a day and sometimes doesnt come back on for a while. If they would provide good customer support and send someone out to check everything on their end, then maybe I could believe that I have a modem issue but for someone in another state to tell me within 2 minutes that everything is good on their side so I need to buy equipment from them for $200 is a ripoff, so NO I do not accept this response.

  Business Response

  Date: 11/20/2023

  Team, 

   

  I am sending the customer a modem at no charge. This should be sent overnight today and arrive tomorrow. I will check with the customer in two days to see if the modem solved the problem. The customer is paying $35.00 per month on the most recent billing. 

  Customer Answer

  Date: 11/21/2023

   
  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:10/30/2023

  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.

  called to cancel ******* in ********** ******* representative said ******* was canceled. Receiving ongoing charges for *******s not used nor consented to. Company openly states calling their customer ******* is the only way to cancel *******. There is no alternative way to cancel ******* Acct#********* account email:********************** Billing amount: $45.00 recurring and unconsented, fraud/theft. last billed Oct 17 2023 Need: ******* canceled completely. refund for *******s not used (property not resided in since July 2023). Request refund for each month billed since *******s no longer have been used: $135

  Business Response

  Date: 11/13/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, the customer contacted ****************** on 8/24/2023 to disconnect the internet service.  The disconnect order did not process.  The customer contacted **************** again on 10/30/2023 and the account was credited September and October charges.  Another disconnect order was placed with a due date of 11/13/2023. 
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  Sincerely, 
  
  Case Manager
  Customer Advocacy Group

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

  
  

• Initial Complaint

  Date:10/30/2023

  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 have been without a home phone for 3 days as of 10-25-23 5am or earlier to present. Spent an hour on the 25th to have service restored. Was told it would be done by 9pm on the 25th. Stayed home all day and no one showed up. It was not restored. Tried again on 26th...NO! N O! NO! Spent 2 hours and 50 minutes today(27th) just to get a repair order. Was told that it would be done today by 5pm. IT WAS NOT. Tried to contact Brightspeed and their automated BS service said work conpleted. I stayed home all day and no/ one came to fix. We still DO NOT HAVE PHONE SERVICE AT FARM ! I have missed 2 days of work and may have to go to anger management for help!

  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 ********************** advised of being without home phone service for about 3 days.  ********************** was also upset after being told that the service issue would be resolved on October 25th, but nobody showed up and it was not resolved.  ********************** contacted us again on the 26th and was told it would be resolved that day by 5pm but was not.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our technical support team for review and customer contact as needed.  I was advised of a dispatch ticket that was overlooked and not worked, our tech support agent escalated the issue for resolution and got the services working again.  A 2-week credit was also issued for the service inconvenience.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issued or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed

  Customer Answer

  Date: 11/09/2023

   
  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:10/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to make a payment arrangement with the company brightspeed that provides me internet. Within last 3 months I have made multiple recorded (on their end) phone calls about my arrangement and trying to get my bill up to date while receiving their service. Each time I was told that the previous arrangement I made with them was false information and that my service was stopped because I didn't pay. Every payment arrangement I made with them I completely followed and paid. Until today October 27, 2023, when they stopped my service for third time claiming the payment arrangement I made was false again. And in order to make a new one I had to make a payment. This was the third time this happened, the first 2 I paid. My area only has 2 internet providers and brightspeed is one of them. I was taken advantage of and lied to about my arrangements multiple times and coerced into paying more money again to reactivate service. They are taking advantage of people like me knowing they are one of few providers near me. Please do something about this. Thank you.

  Business Response

  Date: 11/08/2023

  Dear ****************:
  

  *********************** filed a complaint through the Better Business Bureau (BBB) about a billing matter that concerned payment and payment arrangement. Brightspeed has completed our investigation concerning the billing account number #*********. On September 15, 2023, *********************** removed the voice service and kept the internet product to reduce the monthly service cost. Brightspeed ***************************** created a payment arrangement on the total balance of $741.33, which included six installments of $123.56 plus current chargesa received payment for $123.56 completed on 09/15/2023, with future scheduled payments. The remaining five installments included $123.53 plus current charges ($xx) by the due date printed on the bill, which occurs before the cycle date. On October 03, 2023,Brightspeed reset the payment arrangement on the balance of $406.22 with future scheduled payments. The remaining five installments included $67.72 plus current charges ($xx) by the due date printed on the bill, which occurs before the cycle date.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. *********************** did not pay the arrangement as agreed, causing the entire arrangement to fail both times. After the disconnection of all products on the account, a final bill will be generated and sent to collect on the final account balance. If no activity occurs on the account for two straight bill cycles, no further bills will be sent.If a charge/debit is placed on the account later, a revised final bill will be sent to advise of the changes on the account. Any communication attempts for accounts sent to an ************************* will be initiated by the Agency.
  

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

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

  Customer Answer

  Date: 11/08/2023

   
  I am rejecting this response because:
  The two payment arrangements that were given to me, were both declared as the wrong way to go about it. As per my last recorded phone call in their system. Both times I made these arrangements I was told different dates to pay from my original due date. Which are also recorded phone calls on their end. In this response they gave they said I was notified to pay on my due date for the arrangements.  This is absolutely FALSE as in the last 3 recorded phone calls (recorded by brightspeed) I was told 3 completely different ways it needed to be paid. Each contradicting each other. They were unclear in the exact way to pay it, which forced me to make additional calls to them to figure out the problem.  Also as a side note: when brightspeed bought CenturyLink and converted over I had problems logging into the brightspeed app to pay my bill. Which forced me to call and get it fixed 2 separate times because they informed me they couldn't figure out the problem and would call me back. They DID NOT return the promised calls to me to fix my account problem with the app. Every time I tried logging into it the app said email DOES NOT exist in their system. 

  Business Response

  Date: 11/09/2023

  Dear ****************:
  

  *********************** filed a rebuttal/rejection through the Better Business Bureau (BBB) about our **************************** Policy and My Account online issues.
  

  Brightspeed appreciated the opportunity to review the rebuttal filed. We confirmed that a payment for $$266.36 was received on May 01, 2023, and no other payments were made until September 15,2023. We confirmed the following payment postings after May 01, 2023: $123.56 received on September 15, 2023; $189.56 received on September 28, 2023; $67.72 received on October 16, 2023. The payment arrangements were not kept as promised to pay, which caused the payment arrangement to fail on October 2,2023, and October 16, 2023.
  

  On January 10, 2023,Brightspeed sent three emails asking customers to change their password from their Former CenturyLink App and MyAccount. Former CenturyLink App and My Account users received emails on January 10, 2023, and January 11, 2023,letting them know that the new Brightspeed Internet App and web portal was launching January 19, 2023, and they would need to change their password once the change-over happened.
  

  Brightspeed regrets any continuing issues *********************** has experienced with payment arrangements.
  
  Sincerely,
  
  *******************
  Brightspeed Customer Advocacy
  
  
  CC: ************************

  Customer Answer

  Date: 11/10/2023

   
  I am rejecting this response because:
  I received these emails.  I continued to try to log in to the brightspeed app, changing my password and changing my email and made two phone calls about it to get it fixed. It was not resolved. By not returning my phone calls like they said, they would. They failed to resolve my issue with the app. Forcing me to call them to make payments. Reason the payments for those payment arrangements were made that way was because I was told by multiple workers to do that in a certain way. Each time they told me a different way to make a payment arrangement. It was always different when I talked to them. Never the same rules. They never followed a set rule on the payment arrangement. So that way, I could pay them on time. The last three phone calls I made to bright speed were about the payment arrangements. And in each of those phone Calls I was told a different way to make my payments never the same way. After every time I resolved the issue to make a payment arrangement. I would pay it then the next time I would pay it they would shut it off saying I was late or I could not pay early. Each worker told me something completely different. Which made it very hard to be able to make payments to them in a timely manner when they kept changing the payment arrangement. They would not resolve my issues with the app, Forcing me to call them every month, And then when I make payment arrangements they changed the rules of that arrangement every time I called. I request that the company provides all my recorded phone calls to the Better Business Bureau.

• Initial Complaint

  Date:10/27/2023

  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 had Brightspeed fiber optic internet installed at my residence on Aug 4th 2023. I was told that the line would be buried within 2-4 weeks. Today is Oct. 26th and to this moment the fiber line is still running across my yard and driveway. I have called and requested the line be buried no less than a dozen times. On one call I was told the job had already been done even though I was literally standing in the yard looking at the line while speaking with *******. *** asked for managers or supervisors and never get one. Every time I call they tell me they are putting a case in for it and nothing happens. The next time I call its like the last case just disappeared. Worst experience of my life. Im 4 months in paying over $60 a month and I have to deal with this black fiber cable every day!

  Business Response

  Date: 11/07/2023

  Good morning,

  Thank you for your time and patience while the complaint has been reviewed and an action plan to resolve has been placed.  The issue was found that the *** system to set date and times had an internal error not allowing the date to be set properly and going to the 3rd party contractors.  After finding the error, the Supervisor of Regional Operations and the Manager over ************** Wires were engaged.  They have set up a date and time for the line to be buried on 11/13/23.  This will be completed by a 3rd party contract crew and supervised by the *** from Brightspeed.  We apologize for any inconvenience that this delay has caused the customer.  Since the action plan has been set, the case will be closed but monitored for any additional follow-ups.

   

  Sincerely,

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

  Analyst II - Customer Advocacy Group

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

• Initial Complaint

  Date:10/26/2023

  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.

  Has been 3 days with no phone . My mother is elderly has no other phone service. She has a life alert, which cant be used with no phone . She has health issues. And wont even be able to access 911. I have called - and get the run around. Worried about her well being . Have to drive every day to check in her. She is not nearby

  Business Response

  Date: 11/07/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the reco0rds on the account, the service had an outage in the area.  The outage was resolved on 10/27/2023, cut cable. 
  
  The customer was contacted and verified the service is working. 
  
  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:10/26/2023

  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.

  This company had a salesman come to my house and give his speech about how great the service will be and how they accept the lifeline support program and will match their $30 when you qualify. Also stated that you would not be charged until your service is actually started. He went own to request and friend referrals and if they signed up that I would receive a $50 gift card of my choice. All of this was a complete lie! I was charged the full price a month before the service was ever started, they never filed my approval code for the lifeline support from the government so I am continuing to pay full price. Also I had 2 references/friends sign up and not a word of a gift card has been spoken. And someone else from the company stated they knew nothing about this, even though it was their salesman making this promise. Every time I have tried to call the company I get someone on the phone that you cannot really understand and they act as if we are bothering them with our concerns. Eventually after wasting my time on the phone the representative will say they are transferring me and hangs up. Happens EVERY TIME! This company will promise you the moon if you trust their service but never do anything they promise. I did get the service started finally but I have had nothing but a complete run around on everything.

  Business Response

  Date: 11/08/2023

  October 8, 2023
  
  I want to apologize for my delay, I have reached out to back-office departments for assistance with the complaint issue and have yet to receive a resolution response.  These back-office departments if not already may contact the customer either for review or resolution information.  I will update as soon as I can.  Please let me know if you have any questions.
  
  *************************
  Executive Office Case Manager
  Brightspeed

• Initial Complaint

  Date:10/26/2023

  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 10/25/2023 I contacted brightspeed Internet to replace my modem that I was leasing. While talking to a rep he informed me it was purchased very rude rep. * told me he would change it as soon as I asked to be refunded the ****** for the several months of paying the leasing fee. I'm very uncomfortable now due to this situation of not knowing or being notified of this. So I've asked for a refund of ****** which is the amount paid on this. Also ******* *************************** also needs to be reprimanded for his rudeness as well as his disposition on this matter. He's not in the right profession with an attitude like that

  Business Response

  Date: 11/02/2023

  November 2, 2023
  
  Re:       ******************************  
               Complaint ID:
               Notice of Complaint Filed: October 25, 2023
  

  Hello:

  ***************************** filed a complaint through the Better Business Bureau (BBB) about misinformation.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. We have thoroughly researched our billing systems and other applicable systems and confirmed no service order record for purchased equipment modem on July 2, 2021, or after October 26, 2023. ***************************** has been paying a monthly recurring cost for a lease equipment modem and has received one or more replacement modems. 
  

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

  Sincerely,

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

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