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:10/26/2023

  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.

  This business wants $55.60 by October 29th for quite possibly the most worthless and spotty internet service in my area. I don't feel like I get my money's worth, not to mention, everyone who works for this company is absolutely worthless. I filed a complaint with the BBB on this same provider when they were previously CenturyLink for the same reason. Their customer service reps don't speak English half the time, their techs don't solve any of your modem issues, and here's the kicker: They charge $99 if "they find no issues with your connection/modem." Yes, that's right. This is obviously easy money for them, and I'm not about to cough up almost an entire ******** for them to tell me nothing's wrong with it when the service I'm getting isn't even working properly. The internet goes out several times a DAY, for all their customers. They treat us like we're stupid, and sadly, a lot of us in rural areas are stuck with these idiots. They advertise "Fast and *************************** and provide absolutely none of it. I'm tired of the same excuses and nothing being done to improve the quality.

  Business Response

  Date: 10/30/2023

  October 30, 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 internet service has continuous dropped connections. Brightspeed dispatched a technician on 10/30 to resolve the issue. The Brightspeed technician repaired multiple cable pair inside the network interface box. The repair cleared all internet errors. The customer is at the max ***** provisioned for her residence. In addition, Brightspeed has added a monthly discount of $20 to **************** account. This discount will remain on the account as long as the account is in good standing.
  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: 10/30/2023

   
  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:10/25/2023

  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 am unable to call numbers beginning with ****, 833, 844, 866 and 877. This has been ongoing for several weeks and has been recurring for this past year. I have called Brightspeed several times and was told that someone would contact me regarding my problem. They didn't. I finally had a work order filed and received a call from the technician who explained that I need to have a long-distance carrier to complete these calls and that my account does not have one. I checked my bill and I do have one, ******************** Services, LLC. I am being billed monthly for the non-existent long-distance carrier, yet I still cannot make above calls. There are numerous people in my area who are also experiencing the same issues with the **** numbers and they too, have had no help. If you need any further information, please do not hesitate to contact me at ********** or email me at *********************

  Business Response

  Date: 03/08/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 4/6/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:10/24/2023

  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.

  No internet for last 5 days. Was originally told it would be restored on same day as outage in area. Then was told it would be restored later that day. Then was told they do not know when it would be restored. Unable to work remotely due to no internet and losing wages every day it is out

  Business Response

  Date: 11/07/2023

  Below is the customer response to the customers concern:
  
  The customer stated that they were out of service for about 5 days and needed assistance.
  This was sent to our Repair Escalation Team for resolution.
  It was determined by troubleshooting that the modem was not operating properly.
  A modem was shipped to the customer via *** and arrived at the customers home on 10/26/2023.
  The service was confirmed working by our Repair Escalation Team.
  An out of service credit has been applied to the account. 

  Customer Answer

  Date: 11/08/2023

   
  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:10/24/2023

  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.

  My phone and internet have been out for a week. They finaly got the phone working but not the internet. They keep giving me the run around and not fixing the service i pay for.

  Business Response

  Date: 10/31/2023

  
  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, the customers internet was repaired 10/25/2023, replaced card.  The customer was issued out of service credit on 10/20/2023 and 10/25/2023. 
  
  The service is up and 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:10/23/2023

  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 tired that my internet service continues to drop while I am playing games with my family. This happens four or five times a day. I pay for my service and my service should not be dropping this many times. I called today and informed them of this same situation. They placed me on hold and I heard them speaking but they would not answer me. I am tired of this. I would like my service to be right. I have had this problem since Century link. I want them to fix this issue and give me enough speed so this issue is fixed.

  Business Response

  Date: 10/24/2023

  Good day,

  On October 24, 2023 Brightspeed Repair contacted ******************. The wireless equipment is an incompatible device causing network traffic issues based on wireless standards.  Verified hardware and line stats, recommend eliminating the Outdated ***************** if possible.  

  Any call not handled properly, feedback will be provided.

  We apologize for any inconvenience experienced.

  Brightspeed Executive Team

• Initial Complaint

  Date:10/23/2023

  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.

  Todays date: for past 2 weeks services paid for have not worked. Ive spoken to the company 3 times to remedy the issue. Im assured each time that it is fixed and it still isnt resolved. This account has been active since ****. Century link and now Brightspeed has very poor customer service. Trying to speak to a representative is atrocious!! Literally on hold for over 2 hours! The first time disconnected after 30 minutes! My sisters phone rarely works, ****** and ***********************. *********************** phone goes out when it rains or the electric blinks because the company wont replace the battery relays! They both need reimbursed as well!

  Business Response

  Date: 10/30/2023

  October 30, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mrs. ****************************** In her complaint she advised of service issues for about 2 weeks.  **************** was also upset with customer service and trying to get assistance and hold times.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our repair department for service review and customer contact.  I found that Called ID and Call Waiting were not on the account and repair contacted our *************** to add to the account.  I was also advised that repair contacted customer and left contact information to contact them for any additional help as needed with service issues.  If there are any other service issues, please advise.
  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: 10/31/2023

   
  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.

  As a result of your correspondence with Brightspeed, they have contacted me and resolved the issues. Thank you for your assistance in this matter! 

  Sincerely, 

  Thank you. 

  
  

• Initial Complaint

  Date:10/20/2023

  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.

  We pay Brightspeed monthly $79.00 for ************* Our WiFi only works half the time and has been this way for the past 3 years. Its an ongoing battle to get it to work after techs come out and the troubleshooting over the phone. Called today 10/20/23 to again report the problem of the buffering and no service as it had been over an hour again not just a few mins at a time where the rep of brightspeed stated there is a better upgraded version of the fiber WiFi. I dont like being sold that the current service accepted is weak or not current and you should do this one for more money. Why should we have to continue an annual upgrade for more and more money. That does not SOLVE the problem that if you want a particular service you should be able to fix it. Not push to pay more for better. The issue at hand is I call, on the phone for over an hour at a time, Brightspeed says theyre troubleshooting we get the WiFi green and working but then the moment you hang up the phone the modem goes blinking blue and not working all over again. Brightspeed monopolies our area for service where they are the only provider allowed on our street. If we dislike the service like we do our hands are tied or we have no Wi-Fi available. This is not right or fair. Technicians over and over say theres no true reason why our Wi-Fi doesnt work other than modems. We have gone through 3 modems with the company modems not personal ones. They suggest fiber is the best service out there but I have never experienced such awful quality in my adult life all over the country. Brightspeed monopolizes, cant fix their problems/glitches and and mid markets their services.

  Business Response

  Date: 10/28/2023

  The following email has been sent to the customer requesting more information.

   

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

  Recently we were notified of a complaint that was received by the BBB regarding your Brightspeed service. I would like to offer my assistance if you still have unresolved issues or concerns that need to be addressed. Unfortunately, I have been unable to locate the account associated with this complaint with the information you provided.Can you respond to this email and provide the account number that is associated with this complaint so that I can better assist you?

   

  Thank you,

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

   

   

  Customer Answer

  Date: 10/30/2023

   
  I am rejecting this response because:  still unresolved however being worked on. 2 emails sent today with previous account information that was asked for. 
  
  

  Business Response

  Date: 10/31/2023

  When the case was received the account was located and found that the customer was on the fastest speed offered at 940Mbps fiber, but was on the legacy fiber system.  The notes indicated that the customer was offered to be moved over/migrated to the new fiber system now instead of having to do it later when the pricing may be different.  It was also explained that moving over now, would likely improve the customer's service and a new router would be sent out to accommodate the service switch.  The speed would be the same but the service would be on a different platform.  The account was monitored while these changes were taking place and the modem replacement shows completed on 10/27/23 and the technician made all the final switches from the old line of service to the new Brightspeed fiber platform on 10/31/23.  It was confirmed that all services are working properly at this time.  The customer is also getting a lower rate for the switch than what was being paid before.

  Please let me know if you have any questions.

  Thank you for your assistance,

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

• Initial Complaint

  Date:10/20/2023

  Type:Order 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.

  Began service in 2021 under Century Link/Quantum, which eventually became Brightspeed. Signed up for 940Mbps service for $65/month locked for life. I've now been informed that my rate is increasing November 1st. I contacted Brightspeed to ask about honoring what I signed up for and was told that all rates are increasing and that they will not honor the $65/month locked for life.

  Business Response

  Date: 11/03/2023

  The customer has a *** complaint and the complaint will be answered with the *** complaint.  

  Please do not hesitate in contacting me if I can be of further assistance.
  Sincerely,  
  Case Manager
  Customer Advocacy Group

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

  Customer Answer

  Date: 11/06/2023

   
  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:10/20/2023

  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.

  Internet/home phone service the last four days our service has been down. We have tried to get a repair service man to our home. We have been issued a repair ticket and told that someone needs to be home from 8 to 5 the next day. Unfortunately no repair service man has come to our home. We have made several attempts to call and have been told that our ticket was canceled but still show still active in our end. There is a failure on their part and we still do not have service. This is unacceptable and they need a better way to communicate with customers service when there is an issue.

  Business Response

  Date: 10/20/2023

  Good day,

  *********** concerns were escalated to Brightspeed Repair Team. Brightspeed Repair called your contact number at 2:40pm EST 10/20/2023 left a message that we re-issued dispatch for 10/21/2023. On October 18, 2023, credit applied to the account.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Executive Team

  Customer Answer

  Date: 10/22/2023

   
  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.
  
  Thank you. 

  **************************;

  
  

• Initial Complaint

  Date:10/20/2023

  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.

  October 2022 i canceled my service with Centurylink/Brightspeed because i had no service for more than 2 weeks called them and finally found out my Centurylink equipment was not compatible with the new Brightspeed equipment and i would need Brightspeed equipment!! It took about a week to receive new equipment and it would be another 2 weeks before they could come install. I decided i no longer wanted to wait! So i canceled all services!! Meanwhile i mailed ALL equipment back to them and then they called said they didn't receive it but i have proof from *** that they did. They turned a bill for $208.45 over to collections in June 2023 and have caused my credit score to drop by 100+ points!!! Their claims are totally false!! $208.45 is the charge for equipment( which they received)!! They reported the charges as internet and phone services which i hadn't had any service since October 2022 with Centurylink and NO service at all with Brightspeed!!

  Business Response

  Date: 10/20/2023

  Below is the customer response to the customers concern:
  
  The customer was placed in a written of status and this was reported to a credit bureau.
  After reviewing the account there was a mix up with the charge for the billing of some internet equipment.
  The account has been credited to a zero balance.
  It has also  been sent to have there written of status changed and the reporting cleared up at the credit bureau. This process can take up to 30 days to correct on the credit bureau between the companies.
  We do apologize for any anguish that this has caused.