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:10/01/2023

  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.

  We continue to have no phone service and we run a business. The phone service goes down all the time on fridays and we end up loosing business all weekend because no one can get us and we cannot run credit cards they know there is a problem but continue to just put band aids on it

  Business Response

  Date: 10/04/2023

  October 4, 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 is continually having issues. Brightspeed dispatched a technician on 10/2 and repaired a damaged cable to repair the service. Brightspeed has also escalated the issue to the local tech supervisor for follow up to ensure the issues stay resolved.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  Brightspeed Executive Office
  
  
  

  Customer Answer

  Date: 10/04/2023

   
  I am rejecting this response because:
  Because this has been an on going issue with our business was line. I talked with a gentleman from Brightspeed and the lines are exposed and are suppose to be buried cable and they have never hired the contractor to do this work. I blame a lot of this on centurylink because it was going on when they were the phone carrier and they just passed the buck to Brightspeed. But ******* *** worked for centurylink as well and has known about this for a very long time. We have lost a lot of business due to this problem. IT HAS TO GET FIXED

  Business Response

  Date: 10/10/2023

  October 10, 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 is continually having issues. Brightspeed dispatched a technician on 10/2 and repaired a damaged cable to repair the service. Brightspeed sent a second technician out on 10/4 and confirmed working service. Brightspeed has also escalated the issue to the local tech supervisor for follow up to ensure the issues stay resolved.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  Brightspeed ****************

• Initial Complaint

  Date:09/29/2023

  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.

  Our internet went down approximately 4-6 weeks ago. It has never been good, but its all we can get at our address. We have reached out to Brightspeed repeatedly, they troubleshoot in the same way every time and then decide that they cant fix the issue remotely. They schedule an appointment for service and then they never show up. It has been an absolutely appalling that they are so disrespectful of my time to let me spend my entire day waiting for them on multiple occasions only to not show up and we still cant get our service that we pay for!

  Business Response

  Date: 10/17/2023

  Below is the customer response to the customers concern:
  
  The customer reported that their internet had been out for about 4 to 6 weeks.
  After reviewing the account the customer has reported this problem. There was remote troubleshooting at first. This was sent to our Repair Escalation team for triage.
  We completed a dispatch for repair on 10/5/2023.The technician repaired wiring at the terminal, but were not home.
  Our Repair Escalation Team made two call attempts to confirm the service was working, but there was no answer, but messages left. The systems show that the service shows that it is working properly.
  An OOS credit has been applied to the account for the lost service time. 

• Initial Complaint

  Date:09/29/2023

  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 own two houses on a small farm east of *******, both of which had telephone/internet service with Centurylink for many years. The house where we currently reside, was automatically transitioned to Brightspeed support after their buyout of Centurylink. The other house, destined to be our main residence, had phone/internet service disconnected during a recent renovation, but is now ready for service reconnection. During construction, Centurylink advised that we only needed to contact them when the remodel was complete and they'd reconnect the service. Given the situation with the buyout, the new service provider Brightspeed was contacted the week of 18 September, 2023 and they scheduled a service technician to come out on Monday, 25 September, 2023 to reconnect service. Nobody showed up on that Monday and no communication transpired telling us the reason for the 'no show'. I immediately contacted the company and was told the service call was cancelled because the location was too far away for Brightspeed service. I talked to a supervisor and was told the same thing, that our computers show this site to be outside our area of coverage. TELEPHONE SERVICE IS CRITICAL TO THIS AREA. We are located in the ****** Creek valley and there is zero cell reception here. LANDLINE SERVICE IS THE ONLY LINK for Fire, Ambulance, and Police response. Moreover, the house in question is equipped with an elevator, and it cannot be placed in service without the elevator telephone inside the carriage being operable. Finally, the two houses on this property are literally around the corner from each other, a few hundred yards apart on the same county road. The in-ground phone lines have been in place since before our purchase of the property. I clearly made these points with the Brightspeed customer Representative and her supervisor but the response was 'our computer shows this location is too far for us to provide service. I appreciate any assistance the BBB can provide.

  Business Response

  Date: 10/02/2023

  Good day,

  On September 29, 2023 Brightspeed Repair spoke with customer and advised service address will be verified and confirmed with E911 Department. Once E911 service address is confirmed, Brightspeed will proceed with customers request for each residence on the current property.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Executive Team

• Initial Complaint

  Date:09/29/2023

  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.

  The middle of March 2023, we contracted phone services in our bundle with Xfinity and notified Brightspeed of such. About a month later, a statement came stating we had a credit of $91.55. When I contacted the company they verified this saying we would receive a refund check in a few weeks. Here months later, we continue to receive a monthly statement verifying the overpayment but have received no refund.

  Business Response

  Date: 10/07/2023

  Good day,

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  When the case was received it was found that when the customer *************************** the phone service by porting out to another provider, the existing web product did not get removed properly.  All of the charges for the product was removed but the account did not change the status.  In order for refunds to be released the account status must be in a "cancelled" status and not "open" like it was in this case.  This was a process error and it has been reported.  Once the case was received and the issue found, the account was manually "cancelled" and an email was sent to the ************************** to have the refund released.  On 10/3/23 the refund for ***** was released and the customer will receive that check in the mail in **** days but is advised to allow up to 30 days.  We do apologize for this process error but we are glad to be able to assist and get the issue resolved.

  If you have any questions or need further assistance, please let us know.

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

  Analyst II - Customer Advocacy Group

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

  Customer Answer

  Date: 10/09/2023

   
  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:09/29/2023

  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.

  Our landline does not work. Calling the service department only generates an automated message or an online chat with a person that a service person is a week away even if the home phone is needed for elderly customers with ***** issues. It appears to be impossible to talk to an actual person. The chat line makes promises, but the system shows that appointments have not changed. I was NOT suprised to see such a low rating on the BBB website. Misery likes company, well this company gives plenty of misery so we have plenty of misery. For ex-Verison executives, maybe they did not grasp the principles of good customer service versus a short term money grab.

  Business Response

  Date: 10/10/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  When the case was received the account was reviewed and found that there were no open tickets for the customer's specific address.  An email was sent to the *********************** Team for review.  On 10/4/23 the customer was contacted by the specialist and the phone was working and the customer stated that there was no need to send out the tech at that point.  The outage had already cleared and the switch failure was resolved.  The customer was provided the direct number to the *** specialist if the service were to go out again for quicker response.  The specialist also issued a credit of ***** for 2 weeks of credit.  No other actions taken at this time.

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

  Analyst II - Customer Advocacy Group

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

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ****************** (formerly Centurylink) for many years. In the fall of 2022 my internet service had started becoming very intermittent. I have made many phone calls. I have never had a resolution. I have been told that they (brightspeed) can see interruptions in my service. I have been promised a bill credit at least three times. I have never yet received a bill credit. I have been told TWICE that they would be creating a ticket number and sending someone to my residence to service my internet and nobody has EVER shown up. I have missed work two days and nobody showed up,. I was put through to a supervisor on this last phone call and was told by her that during my previous interaction with a representative at brightspeed that i was lied to and given a false ticket number. Lied to???? By a business? And they admit it? This supervisor promised to send someone that day to repair my services and gave me a link to track the arrival of the repair man. The link never worked and the man never showed up. This supervisor promised me that she would personally review my entire case (all phone calls I have made) and then she would be reaching back out to me. It has been over two weeks. I still do not have working internet, nobody has ever shown up, ive never heard from this supervisor and I still have never gotten this promised bill credit. If this can not be resolved through BBB I am going to have to seek legal action. I am at a loss of what else to do. I would like reimbursement for failed internet since October 2022 at a rate of $66.61 per month and the right to cancel my services with no penalties as Brightspeed is not withholding its business standards of resolving any issues after almost a year of many phone calls and lies.

  Business Response

  Date: 10/19/2023

  Below is the customer response to the customers concern:
  
  The customer stated that their internet service was not working properly and we had missed an appointment with her for repair.  She also mentioned the problems she had earlier in the year.
  The account is currently *************************** which limits our visibility with what the systems are doing.
  I have been able to find the usage for the service since the first of 2023. There were several times that you did not have service and I compared this to the credits that you received and they are not equal. I counted that there were 88 days that you did not have service available to you.
  You have already been given a months worth of credit I will be adding two more months of credit as well.
  We will be looking internally to find out why you did not have a technician at your home. We do apologize for that happening to you. 

  Customer Answer

  Date: 10/20/2023

   
  I am rejecting this response because:
  Although I am happy that I am finally coming to some resolution, if a technician wouldve been sent either of the two times that I requested it you wouldve seen that there were far more days than 88 that I did not have working service. But Brightspeed is unable to see that in any form of documentation because after many phone calls and many months on my part, two times I was told a technician was going to show up and neither time did they. The first time I was given a ticket number and a technician was supposed to respond to me they never showed up. The next time I called in, I was told I was lied to, and a ticket was never even created which is probably why you cannot see one. So the second time I thought someone might actually show up and again I waited all day for nobody.  This is a battle Ive spent about a year on. Inconsistent Internet that I could not depend on. I had to switch phone services and depend on my data to try to have consistent Internet. I finally was able to close my account with you because I was fed up and this felt like a complete scam.  I believe if you wouldve actually followed through and shown up and answered my questions like I was told, you would have seen I have not had working/consistent Internet for far longer than 88 days. AND I was promised **** credits on three different occasions when I called in and not one of those times was I actually give them the credit. I was also told during one of my last phone calls that a supervisor I have been transferred to was going to look through my entire account and nothing ever came of that.  This legitimately felt like I was in the middle of some terrible scam for months.  I would appreciate a years worth of monthly bills credited back for time spent calling, missing work for nobody to show up and an inconsistent/faulty service that I couldnt get Brightspeed to acknowledge. 

  Business Response

  Date: 10/20/2023

  Below is the customer response to the customers concern:
  
  We do appreciate the time that you were our customer and wish that the outcome could have been different. Unfortunately we cannot change the past, but we can learn from it and work harder by learning from the experience.
  It is true that we are very limited with system history once an account has been ***************************.
  We are left with one tool that tells us when service was working and when it was not. This is where we arrived at the 88 days being out of service. That is how we came to a total adjustment of 3 months of service total for the time stated.
  We do apologize for the difficulty that you encountered. 

• Initial Complaint

  Date:09/29/2023

  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.

  This is about our wifi service with Brightspeed. I can speak for all of ** in *******, **. Our service is out more than its on. Since this company took over Century link it has been nothing but problems. We have complained to the company but nothing is being done. Most of us are on fixed incomes and we feel we are being ripped off. Hopefully there is something you can do about this situation.

  Business Response

  Date: 10/11/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Brightspeed regrets any service issues experienced by *****************************. Her service has been affected by area outages in July and August, now resolved, and credit was provided for the time without service. The line is connecting at 7.1 Mbps on the 6 Mbps line. Service has been connected at the modem 96% of the time since August 16, 2023. There are issues with the **** inside the home. **** troubleshooting tips can be found at ***********************************************************************************.
  
  The usage is also high, and there are more devices connected than can be supported by a 6 Mbps line. Brightspeed advises customers of speed fluctuations at activation in its High-Speed Internet Subscriber Agreement which advises that bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device ************************ to the network will vary depending upon the number, type and configuration of devices using the Service, the type of use, network or Internet congestion, customer computer configuration, the condition of the line and the inside wiring, among other factors. Brightspeed makes no guarantees or representations related to download or upload speeds; however, since a **** connection can lose up to 40%of bandwidth, connecting via Ethernet, turning off **** on devices not being used or powering off such devices *** provide a better connection.  
  
  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
  ***********************

• Initial Complaint

  Date:09/28/2023

  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.

  Brightspeed internet,phone company has lines on my property.. they are to maintain the lines.. they had an issues and cut a tree and the tree fell on my fences causing cattle issues , cattle damages, its no way to contact anyone with this company ..

  Business Response

  Date: 09/29/2023

  Good afternoon,

  Your complaint details were received. Please provide service address where the lines are located in order for escalation to Brightspeed Repair to proceed with review of complaint. In addition, damage to property is handled by our Claims Team and they can be reached by calling toll free number **************.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Executive Team

• Initial Complaint

  Date:09/28/2023

  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 took box to them when still centurylink and turned off internet. At that time I oed 2 months worth like $90.00. They recently sent me a bill for this. I have called every month trying to get this took care of. For harassment and falsely charging me for something I do not have. I want the bill to be zero and I'd like for them to pay me for the time I was charged for. I'd like to receive more than the ******.

  Business Response

  Date: 10/10/2023

  Good afternoon,

  The customer's account has been successfully *************************** on 9/20/23 and the balance has been removed in full.  The customer has been verbally advised that the credits are final and the balance is 0.00.  *********** was never disconnected although the customer stated that she turned the equipment into a field technician at a local Central Office.  The customer's last payment was made on 8/19/22 and all charges from that date have been removed, which includes all late fees and all service charges.  We apologize that the issue was not resolved prior to filing the complaint, but are happy to assist and get the issues resolved for the customer.  No other actions have been taken and no other adjustments are warranted or justified.

   

  Sincerely,

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

  Analyst II - Customer Advocacy Group

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

• Initial Complaint

  Date:09/27/2023

  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 own a restaurant and I have been out of phone service for about half the month of September. When I call it&#**;s always about 2 weeks out for repairs. This has been twice this month that the phone hasn&#**;t worked and it has caused me to lose business, The last outage was in the whole town. This time I&#**;ve talked to several other businesses and it happened to them as well.

  Business Response

  Date: 10/17/2023

  Below is the customer response to the customers concern:
  
  The customer reported that their phone had been out completely and intermittently at times.
  This was sent t the Repair Escalation Team.
  The technician repaired the outage by repairing a defective line.
  The service has been restored and they customer has been contacted by the Repair Escalation Team.
  An out of service credit has been applied to the account in the amount of $137.89