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:09/01/2023

  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.

  We are charged for high speed internet and our average speed is 4mbs or less . It was 12mbs when CenturyLink was our provider. If I call to complain nothing improves and our charges are over $60 a month . Some days our speed is only 1.4mps which is not satisfactory, especially when what we pay could get us blazing speed elsewhere.

  Business Response

  Date: 09/06/2023

  In a review of ************************ account, there have been no recent repair calls or dispatches indicating an issue with the service. The customer is currently receiving the fastest speed available in their area, *********************************************** at the purchased speeds threshold with no upgrades available. Bandwidth over-utilization has been detected and due to this, a dispatch is not recommended. The internet speed a customer can receive is determined by the distance from the switch, the transmission type (copper vs. fiber), and other factors.  We are constantly trying to improve our infrastructure and bandwidth speeds.  If faster speed is available in the future, the customer should be notified via mail.

  Please keep in mind, that the available internet speed is listed as up to a specific speed.  Also, the 10 Mbps internet speed connection is shared between all devices utilizing the internet connection in the home.  Therefore, the more devices accessing/and or connected to the internet at the same time, the less of the shared 10 Mbps bandwidth each device has. Our records indicate that the customer currently has 23 devices (12 wireless currently connected). 

  Service is provided on a per-line basis, and the actual throughput speed of your service depends on several factors such as internet traffic and congestion or bandwidth, the distance of your location from certain Brightspeed data equipment, viruses or spyware, server speed of the Web sites connected to, traffic and congestion on the home network or corporate LAN, and Windows PC settings.  In addition to the factors listed above, any wireless throughput in the home will vary due to other factors such as the Wi-Fi device used, environmental conditions, the number of devices connected via the wireless signal, and the distance between the Wi-Fi device and the receiving device (e.g. laptop, computer, tablet, mobile phone, etc.).   The device receiving the throughput can also impact the throughput by the configuration of hardware (e.g. operating system, processor, memory, etc.). 

  The customer is currently enrolled in the ********************** High-Speed Internet and Voice Package at a monthly rate of $85.00. This rate does not include taxes, fees, or the $5.00 loyalty discount that the customer is currently receiving. At this time, there are no other options available that would lower the rate the customer is currently receiving. The customer should be advised that their current plan is a grandfathered plan which is no longer being offered. It is important to note once a Grandfathered Plan is removed from an account, it cannot be re-added even if removed in error.

  ******************** is advised to report any future issues with his service to Brightspeeds internet help desk ***************) as soon as the issue is noticed for proper troubleshooting measures and assistance.

  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 

  Sincerely,

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

• Initial Complaint

  Date:09/01/2023

  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 had a landline with bright speed. We moved so instead of reconnecting a landline we decided to port the number to a cell phone with US cellular. This was done in May, 2023 and our service was canceled with Brightspeed effective in May. Every month since then we have received a bill and I have to call and they assure me the account is canceled and they remove the balance billed. I received another bill for services even though we do not have their service. The billing period is August -September but again our service has been cancelled since May. I do not want to have to call every month to get the statement cleared and told its cancelled and if I dont call I am worried not paying can and likely will effect my credit even though we do not owe them for this service. They are falsely billing us on a closed account.

  Business Response

  Date: 09/15/2023

  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 was a process error that had taken place with the customer's port out order.  Although the port of the phone number was successful the order in the Brightspeed's ordering system did not complete.  The original order had to be cancelled and rekeyed for records only so that the account could be closed.  The customer had already received credits for being charged beyond the date the service was disconnected.  Additional credits were issued and the payment that was made on 6/20/23 was left showing as a credit balance on the account.  An email was sent to the Cash Accounting team to have the balance refunded to the customer.  On 9/1/23 the check was cut and sent to the customer.  The customer will receive the refund in **** business days from being released.  The account is cancelled and no other actions are needed at this time.

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

  Sincerely,

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

  Analyst II - Customer Advocacy Group

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

  Customer Answer

  Date: 09/15/2023

   
  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:08/31/2023

  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.

  No advanced warning before disconnecting internet for >36 hours. Bills paid and no explanation or heads up provided by service provider despite repeat calls.

  Business Response

  Date: 09/06/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, it was found that an outage began on 8/30. A tech was dispatched to the area to assess the situation that afternoon. He discovered there was a cable cut that needed repaired. The correct tech team was engaged to splice and repair the cut. The service was restored the evening of 8/31/2023.
  
  A refund for time without service was issued to their card on file.
  
  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, 
  
  Customer Advocacy Group
  

• Initial Complaint

  Date:08/30/2023

  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.

  Brihgtspeed customer service is not working properly. I can get no help from the call center. They constantly put up roadblocks and will not give you any information. I cant get them to diagnose my internet issues they go by a script and will not answer my questions. Totally frustrating.

  Business Response

  Date: 08/31/2023

  August 31, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************************  In his complaint **************** mentioned that he could not get any help from our call center and that they were not able to diagnose his internet service issues.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our technical support team for review and customer contact.  I was notified by our technical support team that **************** uses a 3rd party modem, but all issues have been resolved. **************** was also given the direct number to our repair team for assistance if needed.

  
  Brightspeed acknowledges the customers concerns and apologizes for any issues of inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************     
  Executive Office Case Manager
  Brightspeed

• Initial Complaint

  Date:08/28/2023

  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.

  A Centurylink contractor, Brightspeed Communications, installed cable, internet and phone lines to a newly built residence next to mine. While doing this work, their contractor destroyed the front of my yard, leaving a dirt-filled mess everywhere. They also buried over a water main access used by the ********************* to test water which could result in me getting a monetary fine for not keeping that area clear. Their personnel also left trash shoved under a tree in my front yard. I have been in contact with Brightspeed as well as the company that handles their damage claims. It have been nearly 2 months and all I get is the runaround. They will not fix the damage they've done, they will not call/email back when they are going to do so and I am fed up with their delays. This needs to be fixed NOW. In the near future I will be filing criminal destruction of property charges. And anyone who trusts Centurylink/Brightspeed should really ******* that decision.

  Business Response

  Date: 08/30/2023

  August 30, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***********************. In his complaint **************** states that Brightspeed has damaged his property and not repaired it yet. Brightspeed *************** handles all property damage claims for the company. **************** will need to call ************** and begin a claim with *************** or escalate a current claim already open. They are available 24/7 for contact.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 08/30/2023

   
  I am rejecting this response because:  I contacted Sedgewick, the insurer who handles Brightspeed claims.  Claim #4A2306VFNS90001.  ************ apparently did not pay attention to my complaint/claim as they returned a response saying that Brightspeed never installed services at my residence.  That was not the complaint.  In fact, Brightspeed installed service on a newly built residence NEXT DOOR TO MINE and in the process tore up the entire front of my yard burying cable lines, installed a cable router in my yard without permission and dumped their trash and other dirt atop a water main access.  Since Brightspeed's claims department is not listening I want someone to contact me and state how they are going to make this right.  If they are not going to do so I will explore options on filing criminal destruction of property charges.
  
  

  Business Response

  Date: 09/06/2023

  September 6, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***********************. In his complaint **************** states that Brightspeed has damaged his property and not repaired it yet. Brightspeed *************** handles all property damage claims for the company. **************** will need to call ************** and begin a claim with *************** or escalate a current claim already open. They are the only department that will handle the damaged property claim. Please contact them and escalate on their end. They are available 24/7 for contact.
  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:08/28/2023

  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 moved to VA in July 2022 and had to get phone and internet. I choose what was then Century Link now Brightspeed. Since the day services where installed my phone has not worked properly. I only have service some of the time. I have called numerous occasions to Both companies, had tech out 6 to 7 times and still I only have a phone part time. My husband is a disabled vet. With health problems and with the move have had to get him set up with new doctors. Which requires a phone to make and receive calls. The problem receiving calls has gotten so bad that I am receiving letters telling me they have tried to call numerous times but the phone just rings and rings. This is causing a big delay in my husband getting the medical treatment he requires. I have explained this to the company but they still can't get it right nor have they offered any compensation for only having phone service part time for over a year now. I have even been threw the escalation department. I don't think I should have to pay for a service when I can't use it or rely on it when I need it. I know you probably say change carriers but I love on top of Waltons mountain and there aren't a lot of choices. And why should they not be held accountable for their product.

  Business Response

  Date: 09/11/2023

  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 the *********************** Team was engaged.  After full review of previous tickets and working with the local technicians and the Supervisor of Regional Operations it was found that an inside wire had been connected incorrectly by the customer causing the service wires to be grounded affecting both the phone and the internet services.  *** services have been monitored since that has been corrected and show that the services have been working properly.  It was also suggested that the customer ********************** a new phone as the incorrect wiring could have affected the phone's performance and jeopardized the quality of the equipment.  Based on the findings and the previous tickets that had been opened and closed by the field techs, adjustments have been made to the customer's balance.  *** customer can view the current balance online or by calling the automated number on the bill for a balance quote.  No other actions have been taken and the services are working properly at this time.

   

  If you have any questions, please let us know.

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

  Customer Answer

  Date: 09/11/2023

   
  I am rejecting this response because:
  They did nothing with the wiring in my home. I have been complaining about my phone service since July of 2022 when it was century link. They did not replace or change any wiring in my home. The ********* that were here tried to say it was my phones, my splitter which I purchased from them. They left here and did nothing with no explanation. But that they would do something at the facility to fix it. Furthermore they have not given me any adjustment or credit instead they charged me ***** saying they did something in my home when they did not. I have contacted them and so far have not gotten a response. I will not except there answer when it is nothing but a bunch of lies.

  Business Response

  Date: 09/19/2023

  Good afternoon,

  The adjustments were made on the account on 9/11/23.  The total amount in adjustments were ****** which included 2 late fees of ***** a piece and the ***** tech charge.  As previously mentioned, the technician has stated that the issue is the customer's phone inside the home and that the customer will need to purchase a new phone.  The Supervisor of Regional Operations reviewed the tickets that had previously been opened and closed and discussed the matter with the field technicians that had been dispatched.  There are no issues with the outside lines.  *********** has been reviewed again and show that the service is working properly from Brightspeed and that no other action is needed at this time.  If the customer's phone is not working properly then a new phone should be purchased.

   

  If you have any questions, please let us know.

   

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

  Analyst II - Customer Advocacy Group

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

• Initial Complaint

  Date:08/28/2023

  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.

  I have been without service for a month. Contacted brightspeed for a technician. Technician scheduled. Never arrived. Claimed they had no access to the home. Yet I was here and even contacted brightspeed at the time the tech was claiming to be working on it via their wheres my tech link. Tech was to be paged and expected return my call. That never happened. **************** has ignored my complaints.

  Business Response

  Date: 08/30/2023

  Brightspeed is still in the process of reviewing this case. Please be advised that a new repair date is scheduled for 8/31/23 to address ******************** concerns. More information will be provided once repairs are completed. 

   

  Thank you,

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

  Customer Answer

  Date: 08/31/2023

   
  I am rejecting this response because:
  Although Brightspeed is making great attempts at fixing things, I was informed that there would need to be new lines run and at this time only temporary lines are in place to restore our service. Therefore, closing this complaint and accepting the response means there will not be a permanent fix. That means it's only a matter of time before there is a repeat of the lack of service. 

  Customer Answer

  Date: 09/02/2023

  Acceptable at this time 

• Initial Complaint

  Date:08/24/2023

  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.

  Oh I called to set up my service on the ninth of this month was told I would have service on the 10th which I understand I didnt because I didnt have the modem yet. Another appointment was scheduled on the 16th. No one came out got a text saying my service was active, no service yet had a technician come out again they never came to my house they sat in their vehicle in front of my apartment. Text me again after they left, saying it was finished. Still no service got another appointment today standing in my doorway for over 20 minutes waiting so I can catch them so I wouldnt leave again I got a text saying that they had no access to my apartment that is **. They never showed up. They never tried to get access, so yet again I called. I have another appointment on Monday and I know theyre not gonna show up again. I need to change my payment information on the app because I am not going to be charged for something I dont have I am unable to remove that I want something done . I should at least get a couple months free for all the ** that Ive had to go through.

  Business Response

  Date: 08/30/2023

  Good morning,

  I need the temporary account number.  I can't find the customer's installation order.

  Thank you,

  *****

• Initial Complaint

  Date:08/22/2023

  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've had centurylink for years now. They've switched to Brightspeed ownership and I've had nothing but problems since. We lost internet connection going on 3 weeks now. I have spent countless hours on the phone with customer service trying to get a technician out to fix things. They do not have my correct service address in file. I have spoken with 15+ representatives to try to get my address corrected. They continue to tell me the issue is fixed and keep sending their technician to the wrong address. I have done all I can to try to get this fixed so we can have the service we continue to pay for. I'm at a loss.

  Business Response

  Date: 08/22/2023

  Good day,

  Account records indicate, ************** contacted Brightspeed **************** on August 22, 2023 and discussed fiber options for improved internet speed. Fiber inquires for installation must be discussed with the **********.  In addition, city was incorrect for the service address and corrected. Any additional concerns, please call **************.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed

   

  Customer Answer

  Date: 08/23/2023

   
  I am rejecting this response because: I have spent countless hours on the phone with Brightspeed customer service over the last few weeks. I'm assuming my complaint submitted to the BBB is why a technician finally showed up at my house today. 8/22 was but no means my first attempt at fixing our issues. I would like to be contacted by Brightspeed as to how they are going to adjust my bill to make this right. I hate that I've had to submit a complaint to get anything done after being a loyal customer for years. 
  
  

  Business Response

  Date: 08/29/2023

  Good day,
  
  Account records indicate, ************** contacted Brightspeed **************** on August 22, 2023 and discussed fiber options for improved internet speed. Fiber inquires for installation must be discussed with the **********. In addition, city was incorrect for the service address and corrected. Any additional concerns, please call **************.
  
  We apologize for any inconvenience experienced.
  
  Thank you,
  
  Brightspeed

  Customer Answer

  Date: 08/30/2023

   
  I am rejecting this response because:
  I did not call to inquire about fiber! We have had fiber internet at our home since May 2021 when we built the home! I inquired for WEEKS about getting my service fixed. 8/22 is the last day that I reached out to brightspeed. I am frustrated that they are not taking ownership in their mess up that caused stress and several hours of time on the phone with them! This is not okay! 

• Initial Complaint

  Date:08/22/2023

  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.

  Service was supposed to be installed today and hasn't and they don't know why my Service was already paid for

  Business Response

  Date: 08/22/2023

  BBB of Southern Piedmont and ************
  ***************************************
  ********, ** 28105
  
  August 22, 2023
  
  
  Re: ****************************
  Complaint ID: ********
  Notice of Complaint Filed:August 21, 2023
  
  In summary, the Better Business Bureau (BBB) filed a complaint on behalf of *************************** about a missed installation appointment.*************************** asked Brightspeed to finish the fiber internet installation in the desired settlement details.
  

  Brightspeed has completed our investigation concerning the billing account number *********. We have confirmed that the Brightspeed subscription account number, *********, was created on 08/19/2023 in the name of *************************** at ************************************************************************. The service consists of Brightspeed internet up to 200Mbps. According to Brightspeed records, ************** could not complete the installation on 08/21/2023 due to no access.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. We completed the internet installation on 08/22/2023, and that service shows active status.
  

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

  Customer Answer

  Date: 08/23/2023

   
  I am rejecting this response because:
  With all the issues had and the technician that was suppose to come but didn't and they promised two months of service free and now ***** wants to accept it

  Business Response

  Date: 08/24/2023

  August 24,2023
  
  

  Re:          ***************************
                 Complaint ID: ********
                 Notice of Complaint Filed: August 23, 2023
  
  Dear ****************:
  

  The Better Business filed a rebuttal/rejection on behalf ***************************. Brightspeed appreciated the opportunity to review the rebuttal filed by ***************************. In the first complaint, *************************** asked that Brightspeed complete the installation. We completed the internet installation on 08/22/2023, and that service shows active status. No promised credit was mentioned in the complaint filed on 08/21/2023. Brightspeed has made a good-faith effort to answer the first complaint, and we have addressed the issue within the complaint.
  

  Since then, *************************** has upgraded the fiber internet speed from 200Mbps to 940Mbps on 08/24/2023, pending a due date. The billing type of prepaid subscription changed from $59.00 to $79.00 per month. Upon setting up a prepaid subscription account for ****************** Internet, the monthly prepaid first payment was required before a service appointment was generated. The prepaid service became active on 08/22/2023, which is paid through 09/21/2023, before the renewal date of the 22nd (09/22/2023) of every month.
  

  Brightspeed regrets any continuing issues *************************** has experienced. Corresponding in the chat interaction, **************** stopped responding, resulting in a closed chat session. We encourage **************** to speak with account management via the prepaid portal to inquire about the promised credit.  
  

  Sincerely,
  

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