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:09/12/2023

  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.

  9/6/2023 Installation of a Bright Speed Router. The Tech came in and unplugged my existing Router and Plugged in a Bright Speed desired Router , demonstrated to me how to change the password and said that's it.. I am a senior citizen and had no knowledge how to get my devices back on line.My devices were off line and still is some of them. My cell phone has dead spots as well as other devices such as Cameras, I Pad, and the Land line does not work . Called customer services and I was told that my installation was complete. My security system does not work because WIFI signal is too weak Had I know that this services were inadequate I would have waited for Fiber First. (Please do Something)!!

  Business Response

  Date: 10/10/2023

  Kisis,
  
  
  Below is the customer response to the customers concern:
  
  The customer stated that they could not ********************** to the wireless system with some of their devices.
  This was sent to our Repair Escalation Team to assist.
  They called and helped  the customer to ********************** the devices that they needed.
  All devices are working now and they were referred to the ************* Team to help with **************************** their old line.
  
  
  Thank You,
  *******************
  Analyst II // CAG
  Brightspeed. 

• Initial Complaint

  Date:09/11/2023

  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 phone went out on the 3rd of this month and they are telling me I will not be able to use it until the 21st. This is not acceptable. I am an elderly woman and I live alone and i need my internet. I have a guest house and its working My care device works off my phone line so that is not working as well. My closest neightbor is half a mile a way

  Business Response

  Date: 09/26/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
   
  According to the records on the account, the trouble ticket was closed on 9/14/2023. A splitter was replaced in the **** replaced the modem and a jack;service was restored.
  
  The customer conformed the service is working. An out of service credit was issued to the account on 9/13/2023.
  
  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 Answer

  Date: 09/26/2023

   
  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:09/11/2023

  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.

  Bright speed internet is not providing service that we pay for. Our internet frequently goes out and is very slow. When we call to have a technician come out they have our billing address and our service address listed as two different places. We have lived at the SAME address for 17 years. We always try to correct it. No one that works there can seem the understand that we get our service at the same address that our bill is sent to. Is someone else using the service we are paying for? Why is our service so poor? Why cant it be corrected and fixed? We have made many calls about this.

  Business Response

  Date: 09/16/2023

  September 16,2023
  
  
  Re:          ****************************:  
                 Complaint ID: ********
                 Notice of Complaint Filed:September 11, 2023
  
  Brightspeed received complaint ID ********. The ********************************************* filed a complaint on behalf of *************************** about service issues. In the desired settlement details, *************************** asked Brightspeed to correct service and billing address discrepancies and supply information about the internet product quality.
  

  Brightspeed has completed our investigation concerning the billing account number *********. According to ****************** records, we processed a move order on September 12, 2023, that reflected the old address when we created the dispatch for a premise visit. We completed a dispatch that involved a business service wire issue connected to the network interface device on September 15, 2023, and that fixed any chronic internet issues.
  

  The line stability is stable, provisioning at a 99 percent full provisioning rate,upstream and downstream. In the past 24 hours, the line has been 100 percent time authenticated and 0 percent of the time not authenticated (0) from September 15, 2023, through Saturday, September 16, 2023. Corresponding with Brightspeed records, high bandwidth usage was detected five out of the past seven days from September 15, 2023, to September 16, 2023, due to bandwidth over-utilization. The current bandwidth usage is near or at the purchased speed up to 10Mpbs/768Kbps threshold. Brightspeed records show no line quality,provisioning, or cross-connect issues detected to date as of September 16,2023.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. We have issued a credit adjustment of $23.46 to satisfy service issue via another contact to us.
  

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

• Initial Complaint

  Date:09/11/2023

  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 cancelled my service with Brightspeed and when I did I was told I would get my refund for the month since I paid the month in advance. This was February of this year. Brightspeed CenturyLink acct ********* ********************* W7606 *************** ******* ** was the address at the time of service This was my account number. In June I still hadnt received my refund. It was a recorded phone call with Brightspeed then again they told me they would refund it and mail me a check in 2-4 weeks. I still have not received my refund and just trying to do online chat my chat was ended by them before it even started.

  Business Response

  Date: 09/11/2023

  Good afternoon,

  Brightspeed billing records indicate the final bill generated on April 6, 2023 indicates no additional service charges and a zero balance.  The last payment was applied March 8, 2023 in the amount of $65.83. Additional statement generated on May 6, 2023 in the amount of $158.25 for Premium Modem Unreturned Charge. As indicated on the June 6, 2023 statement, credit applied in the amount of $158.25. The account reflects a zero balance. Per review of the account, there are no pending charges and/or refund credit due and statements appear to be accurate.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Executive Team

   

  Customer Answer

  Date: 09/12/2023

   
  I am rejecting this response because:
  Services were canceled on march 13th.Therefore my march payment is what needs to be refunded. This was all stated in a recorded phone call from my last over hour long conversation with their representative. He stated the unreturned equipment fees which I gave him the tracking info for as well as the womans name at Brightspeed who signed for the equipment days later after cancellation. The amount was $*****. The conversation with their representative was to prorate the ***** for the 5 days of that billing cycle and refund me the rest. This was already agreed upon and supposed to be mailed. Clearly this company needs to be educated 

  Business Response

  Date: 09/19/2023

  Good afternoon,
  
  Brightspeed billing records indicate the final bill generated on April 6, 2023 indicates no additional service charges and a zero balance.  The last payment was applied March 8, 2023 in the amount of $65.83. Additional statement generated on May 6, 2023 in the amount of $158.25 for Premium Modem Unreturned Charge. As indicated on the June 6, 2023 statement, credit applied in the amount of $158.25. The account reflects a zero balance. Per review of the account, there are no pending charges and/or refund credit due and statements appear to be accurate.
  
  We apologize for any inconvenience experienced.
  
  Thank you,
  
  Brightspeed Executive Team

• Initial Complaint

  Date:09/11/2023

  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.

  We signed up for service on 6/7/2023 and have had an unreliable internet provider since then. Given the slow speeds and service that continuously and intermittently drops, we decided to upgrade and increase the speed to 'up to 940 mbps.' We've still been receiving download speeds of 5 mbps and upload speeds of 25 mbps. Each time we call in, they ask us to reset the modem - and that's about the extent of the troubleshooting they offer. I just spent an hour this evening, explained speeds have been extremely slow since we signed up in June and the reset of the modem doesn't resolve anything. The chat support agent pressed some buttons on his end, checked with someone else, and said they wanted to replace our router. Having a suspicion that the issue is greater than that, I requested a technician come out and troubleshoot further. I was told that was not possible since they didn't think there was an issue with the line. I asked once more if a technician could please come out and check the lines. They agreed and someone is coming out on 9/11/2023. Each time I've contacted Brightspeed about service issues, I've requested a billing credit / adjustment. Each time, I receive pushback and the company declines. Given that we've paid full price for internet services ($65/mo > $100/mo), and the internet has been unreliable after troubleshooting (including extremely slow speeds), I am seeking a billing adjustment. I've contacted Brightspeed numerous times about this issue, with no resolve and pushback and reluctance to send out a technician. The amount paid should reflect the service received - and full price is not that. *********************** - ************ - *****************************************************************************

  Business Response

  Date: 09/25/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  Please see the summary report for details and actions taken.

   

  When the case was received the account was found through the Brightspeed Fiber system and was showing a ticket already entered for a technician to be out that day.  The ticket was monitored and when the technician closed the ticket it reported that the equipment was replaced and the service was restored and working properly prior to leaving the property.  The account continued to be monitored and on 9/22/23 a new ticket was entered for slower upload speeds.  The technician was dispatched the same day and completed the ticket stating there was a bad splice and mentioned issued with black box outside and would possibly need to be replaced.  The fiber success team has made all updates to the account and the customer has been in constant contact with them.

   

  Sincerely,

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

  Analyst II - Customer Advocacy Group

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

  Customer Answer

  Date: 09/29/2023

   
  I am rejecting this response because:
  I am still not satisfied with the resolution (credit of $60).  We experienced intermittent internet connectivity since initially signing up for service - several months.  The issue was finally resolved during the most recent service visit.  The credit applied to our account does not adequately cover the slow speeds and drops in connection over the course of several months.

  Business Response

  Date: 10/06/2023

  Good afternoon,

  I apologize for the late response to the rejection of the resolution that had been provided.  We completely understand the customer's frustration and have extended an additional credit of ***** towards the account.  The customer will have a credit balance of the ***** going into the next statement.  

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

   

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

  Analyst II - Customer Advocacy Group

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

• Initial Complaint

  Date:09/11/2023

  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.

  Service was cancelled with Brightspeed (internet and phone) on 7/12/23. Brightspeed has continued to send bills for this service. I've contacted them and each time (twice) have been told to pay the bill as it is the FINAL bill and I have paid the balance each time. Now I have a new bill from them again. I have the chats which I will upload. I want Brightspeed to stop sending me bills for a service I no longer have as of 7/12/23.Here is a timeline of events:6/27/23 Original account # with ****************** was *********, our phone line went out and I chatted with ******** (Brightspeed) to get this repaired. I confirmed I was not adding any services or getting into a contract with Brightspeed 6/27/23 - Submitted a Local number porting letter of agency to get our phone number from Brightspeed to Firefly as of 7/12/23 (Firefly is our new isp/phone provider) which cancels service with Brightspeed.6/28/23 - our phone line was repaired and it was an issue at an outside box not a problem at our house.7/2/23 Brightspeed set up a new account # for us *********** for no reason. I would not have had the repair done if I knew they would do this and I specifically asked in the chat on 6/27/23 about this and was told nothing was changing with my account.7/14/23 - Chat with Brightspeed rep ********** because I received a bill for account ********* which service was cancelled on 7/12/23. I had already paid $138.13 for service to 7/12/23 and had a new bill for $70.44 I should not owe. Response from ****: "**********: Today I have advised on both accounts being cancelled and issued a credit" So it was verified 7/14/23 that both accounts have been cancelled and I do not owe any more money.( 7m 39s ) **********: The xxxxx5913 I will credit to a **** balance."8/8/23 - I have another bill $31.99 for account ********* bill states on page 2 "YOU HAVE REMOVED INTERNET AND UNLIMITED HOME PHONE FROM YOUR ACCOUNT"Chat with ********* who confirms service canceled see chat upload 9/7/23 New bill for $40

  Business Response

  Date: 09/11/2023

  September 11, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding that complaint that has been submitted by ***********************************  In her complaint she mentions that she cancelled her services with us on 7/12/23.  Customer also states that we issued a new account for now reason with new charges.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  Once reviewed I that the phone line as customer mentioned, was ported out to Firefly. When this happens, the only service that is ported out or disconnected from us is the phone line, the internet stays intact until the customer calls in to request it.  This is way the internet account was created; it is a system generated order.  I was able to confirm that all has been disconnected and have issued a credit for the account balance effective today bringing the account to a $0 balance.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed     

• Initial Complaint

  Date:09/11/2023

  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 called brightspeed for internet service and we scheduled an install date of August 1st. I called before August first to cancel the install. They did not cancel the install. I tried to connect and use the provided service in spite of this. I called trying to request a modem and router with no delivery. After calling multiple times and using the online chat provided functions with little to no success. Called more to try and cancel service with no success. Now I have received a charge for $119.67 for a service I haven't been able to use.

  Business Response

  Date: 09/11/2023

  September 11, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************. In his complaint **************** states he requested to cancel his Brightspeed interent order before the install date and it was never completed,resulting in him receiving a bill. The account for **************** has been disconnected, effective 9/12/23, confirmation number **********. The bill of $119.67 that **************** received has been credited a $0 balance. There is nothing owed going forward and the account is ***************************.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:09/08/2023

  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 cancelled services with Brightspeed in April of 2023. They have continued withdrawing funds from our account monthly. We have had to call every month to have the charges reversed and ask that they stop charging us for service that we don't use. We have had two addtional withdrawals from our account over the last month in the amount of $75.68 on August 9, 2023, and $75.68 on September 8th that have not been reimbursed.

  Business Response

  Date: 09/22/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed and investigated.  We are still working on getting the root cause of this issue resolved.  The issue found is that the customer's account is stuck in the prepaid service billing system. A ticket has been issued and sent to the IT department with an expedite request.  I have also emailed the Senior Manager that oversees the prepaid services with Brightspeed to act with URGENCY to get this issue resolved.  The customer has been refunded all charges that have billed after the disconnect request.  Since the issue hasn't been fully resolved, we will keep the case open until it has been taken care of.  I will continue to monitor the status of the account and provide updates when made available.  We are very sorry for this inconvenience and are working hard to get it resolved.

  If you have any questions, please let us know.

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:09/08/2023

  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 soooo many issues with this company first when it was centurylink then switched to Lumen. When I first needed to set up my service they took MONTHS to come set up my fiber... then they took MONTHS to come bring me internet. I never received bills, for months at a time and then I would randomly get a late bill. Back in May of 23 I had no internet at all and they told me they are now Brightspeed and that my Internet was completely shut off and to get internet again, I would have to reset up through bright speed and that I was not grandfathered in to the new company because my Internet got disconnected, so I paid them up and thought we were done and now I just received a $1,050.48 bill out of the blue in the mail... some of these charges are from 2021 and 2022 which makes no sense since I was told I was paid in full. This bill is first paper bill I've received trying to say I owe them more money. I have received no other form of communication, not by email or phone. I paid my last bill in full of $637.96 on 5/10/23 and I was told I was paid up and paid in full. I am NOT paying this bill. I have paid this company more than enough for spotty internet, terrible customer service, and random surprises, I have also spent HOURS of my life on the phone trying to get a hold of this company when I need something. I want this bill null and voided. I am not sure if they are saying I owe them for equipment because I asked if I needed to send that back and they said no, if that is the case I can pack it up tomorrow and send to them. I am so angry with the way this company has treated me and I just want to be done with it all.

  Business Response

  Date: 09/19/2023

  Brightspeed has reviewed the complaint submitted by ***************************** regarding a recent billing issue. I have reviewed all accounts associated with this customer and have been unable to locate any accounts or information that support ************************ concerns at this time. I have reached out to the customer directly via email requesting more information such as the letter/bill received, or the account number associated with this billing. No response has been received at this time. 

  Thank you,

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

   

   

   

• Initial Complaint

  Date:09/07/2023

  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.

  On 8/8/23, I ordered Quantum Fiber internet service to be installed on 9/1/23. The price was $65/month for 940 Mbps internet and free 360 WiFi. On 9/1/23, the technician succesfully installed all equipments. On 9/2/23 night, the Internet was disconnected. I contacted Quantum Fiber customer service via chat. The chat representative **************** told me my appointment was not completed, and my account was pending. She also asked me to reschedule installation appointment myself. However, after I told her that I encountered some errors when trying to schedule the appointment, she told me there was a problem with my account and then she canceled my account and asked me to resign up for new account. I told her not to do it because I wanted to call customer service center the next day for better support, but she still canceled my account stating that my account was abandoned due to "unscheduled appointment". Since then, I had no **************** until I resign up for new installation appointment which was 1 week away. Although Jonalyn B refunded my payment for the previous account, it is extremely inconvinent for me to wait for another week for installation appointment, which is also unnecessary because the previous technician already installed everything. My home had Internet on 9/1 and 9/2 daytime, all Quantum Fiber need to do was just activate my account manually if the system did not recognize the installation was completed. There is absolutely no need to resign up or waiting for another installation appointment. In addition, the price has changed when I resigned up. It now costs $75 per month (instead of $65) for the same service. Please 1, honor the $65/month price 2, provide compensation for the loss of service during the time I wait for installation 3. activate my new signed up account asap

  Business Response

  Date: 09/06/2023

  ***************** is not and has never been a customer of ours.  He or she is in ******* ********** and we do not provide service there.  We only provide service in ********,.  ************** ******************* **** DBA ****************************** and he or she has service with Quantum Fiber and the email address he was contacting them at was quantumfiber.com which is not us.  Our URL is *******.   If you would like to discuss this further with me, please contact me at ************ my direct line or via email at *****************************. 

  Thank you.

  *************************-General Manager
  
  

  Business Response

  Date: 09/18/2023

  This caller lives and has service in **************** and we do not service that are. This is a CenturyLink Account and needs to be forwarded them for customer resolution. 

  *****************
  ********************************************************************
  Daytime Phone: **************
  E-mail: *******************

  Account Number: *********

   

  Thank you, ********;