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:08/04/2023

  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.

  Brightspeed contractors are digging high speed fiber in our neighborhood. We did not request this work. On Friday 7/28/23 at noon the Brightspeed contractors cut our cable company cable. We were without internet and tv until Sunday 7/30/23 at 1:30 when the cable company repaired the damage that Brightspeed contractors caused. This impacted us and 2 of our neighbors, the same cable serves 3 homes. I called Brightspeed customer service on 7/29/23 and they only told me to contact the cable company. I have tried to contact the Brightspeed corporate headquarters on ********************************************************************** but I can't find any phone number except customer service. I want ****************** to be aware that their contractor did this and I want Brightspeed to reimburse me for the inconvenience they caused.

  Business Response

  Date: 08/18/2023

  Brightspeed has completed a review of the complaint submitted by ************************** 
  
  Per the complaint received: Brightspeed contractors are digging high-speed fiber in our neighborhood. We did not request this work. On Friday 7/28/23 at noon the Brightspeed contractors cut our cable company cable. We were without internet and tv until Sunday 7/30/23 at 1:30 when the cable company repaired the damage that Brightspeed contractors caused. This impacted us and 2 of our neighbors, the same cable serves 3 homes. I called Brightspeed customer service on 7/29/23 and they only told me to contact the cable company. I have tried to contact the Brightspeed corporate headquarters at ********************************************************************** but I can't find any phone number except customer service. I want ****************** to be aware that their contractor did this and I want Brightspeed to reimburse me for the inconvenience they caused.
  
  
  **************** concerns were forwarded to the local Manager of Region Operations to review and provide feedback. 
  
  He has indicated that Brightspeed shares no fault in this damage. The cable company will assuredly file a damage claim against the contractor responsible for the damage. The findings from that Damage Claim will determine what reimbursement is due to the facility owner (Cable Company).
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** ******************
  
  

  Customer Answer

  Date: 08/19/2023

   
  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:08/04/2023

  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.

  For the past 2-3 months my internet loses service around the same time everyday. I contacted Brightspeed on several occasions and they have done nothing to correct the issue and twice I have been told that a supervisor would contact me back and I never received a call back. We rely on our internet for a lot and purchased the highest valued package that was offered to us in hopes that we would not have interruptions in our streaming and this has not been the case. A representative has came out to fix the internet twice and we are still having issues. I contacted Brightspeed today and even expressed that this was not the first time I tried to speak to a supervisor and was not successful and the advocate still did not assure I was assisted. This issue is causing me to miss out on money because I work from home and rely on my internet. Even when you call the customer service department the automated system is faulty and sometimes I have to hang up and call back because the options are not recognized. We really want our fiber internet to work properly.

  Business Response

  Date: 08/10/2023

      I have reached out via email twice to this customer asking for account information and have yet to receive a response.  I cannot find any Brightspeed account information with the complaint provided info. I need the account number and complete service address please

• Initial Complaint

  Date:08/04/2023

  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 started my internet service July 11, 2023. It worked great for about a week and a half. Then stopped working. They sent me a new modem. Didnt correct the problem. They sent a technician, didnt correct the problem. I have spent COUNTLESS hours on hold, didnt correct the problem. I have been hung up on, put on hold, told I would receive calls back (never received calls back), the customer service department has acted like they cant hear me and then hung up on me, they have activated someone elses modem to my account and told me that I owed a bill and that I needed to pay my bill before I can have internet activated, verified with accounts that I do not owe a bill, and still no internet.

  Business Response

  Date: 08/18/2023

  Please be advised that Brightspeed has completed a review of the complaint submitted by ***************************** regarding recent internet issues. Per the complaint received, her service began on 7/11/23 and worked great temporarily but recently has encountered issues with no resolution. She also stated there was an issue with a **** attached to her name/account that she stated that she is not responsible for. 
  
  Brightspeed records indicate a repair ticket was issued and completed on 8/2/23 and isolated to a power outage. A second ticket was submitted on 8/4/23 but records indicate this ticket was canceled prior to repairs. Upon receiving the complaint, the Brightspeed repair team was engaged to investigate. On 8/8/23, this matter was escalated to the field and a dispatch was created for a frame wiring issue. *************** also noted a programming feeder pair issue. As of 8/14/23 repairs have been completed on the frame wiring the programming issue corrected. The customer has spoken with repair and has indicated the issue has been resolved and the service restored. 
  
  Regarding the billing issue, the previous owner had a balance on the account which required the new owner, ******************** to submit documentation that she was the new owner. Once this information was provided, the service was activated.
  
  Due to the issues with the service, a refund was issued on 8/4/23.
  
  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,
  
  ***************************
  Executive Office Case *********************************** ******************

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel internet service with Brightspeed (formerly Century Link) and was told they cannot cancel my service today. Instead, they said they have to put the disconnect date for the end of our billing cycle, which is August 19. That is 16 days of service that I do not consented to and they refuse to cancel service on the day it was requested. Additionally, I was told by 2 separate employees that brightspeed will not prorate service fees, since they can only terminate services at the end of my billing cycle. This is not something that we agreed to and the terms and conditions that were sent to us today after speaking with supervisor ****** specifically state the final bill would include proration credits. How is it legal to hold consumers hostage when they are not in a contract. I would like my service cancelled today, August 3, 2023 and should not be charged for a full billing cycle of services that we do not consent to.

  Business Response

  Date: 08/04/2023

  August 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 she called to disconnect the service and the was advised that it would bill until the end of their normal billing cycle of August 19th.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  Once researched, I found that the account *************************** on August 4th and the new amount due has been manually adjusted to a balance of only $25, from the original $50. Due to the account being ***************************, the autopay *** not apply anymore.  The remaining balance is due at their earliest convenience.  It can be sent to Brightspeed, P.O. Box ****, ************ **, 60197-****.
  
  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: 08/04/2023

   
  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:08/03/2023

  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.

  The phone has been out since July 29 for 4 times. They get it on and it may last a day or two momentarily or hourly. It is hard to discuss my problem with them. I asked him to slow down and speak more clearly and ******* hung up on me. I am 91 years old, live alone in a rural area with no houses around me. I have a medical alert necklace and it has to work with a landline. I need some relief. I am desperate. When they switched over to Brightspeed they didn&#**;t tell us anything.I would like to get my phone working permanently.

  Business Response

  Date: 09/09/2023

  Good day,

  Brightspeed Repair confirmed that service outage repaired and credit has been applied to the account. The technician confirmed that the service is working.

  We apologize for any inconvenience experienced. 

  Thank you,

  Brightspeed Executive Team

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment 2 August from 4-6pm for a service tech to come out and move my modem to a different area of the house. No tech ever came out. After calling the Brightspeed hotline, the person that I spoke with (didnt get his name but they record all conversations) refused to get a supervisor for me to talk to or give me the supervisors name. He was supposed to get the supervisor to call me back within 30 minutes and never did. I would like a tech to come out within my availability which is before 6 August since they are the one who missed the appointment.

  Business Response

  Date: 08/08/2023

  August 8, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************************  In his complaint ************ advised of a missed appointment dated for August 2nd to move his modem to a different area of the house. 
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our field leadership for review.  A new dispatch was scheduled, and contact was also made with ************ to make sure someone 18 or older would-be home for the dispatch.
  
  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: 08/09/2023

   
  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:08/03/2023

  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 am not a customer of theirs.On ********** the electrical wiring was ripped from the side of my home when the power lines were struck by a box truck. Due to the fact that the lines were hanging too low because Brightspeed , the owner of said power line, neglected to repair them after multiple reports were made to the company. In an instant, because of a situation not of our doing,nor in our control we had no electricity in our home and had to hire a professional to fix it. We unfortunately live on a very tight budget, as well as receive assistance. It was incredibly difficult for us to come up with the money for this costly repair. That said, we had no option other than to endure the difficulties of living without power or hot water, for three weeks. I have been going back and forth with their third party representative, ********, who handles such claims for them because they are outright refusing to reimburse me for some of the expenses I managed to be able to show proof for during this treacherous time. I am at a disadvantage because I don't know or understand the laws or their policies. The adjuster has stated to me that they will not pay for these expenses due to the length of time it took for the repairs to be completed because in his words "The time frame it is relevant as you have a duty to mitigate your expenses while we are investigating this claim on behalf of our client. This mean by repairing /restoring power to your home to avoid any additional damage to your property or having additional loss."I don't see how this is relevant due to the fact that their involvement or investigation did not even begin until long after the repairs had been completed. If I had not been persistent in tracking down who was liable and filing my claim multiple times they would not have conducted any investigation at all. I believe I am entitled to every ***** that this incident cost me and more. My children are the ones who suffered most and they apparently do not care.

  Business Response

  Date: 08/18/2023

  Brightspeed has completed a review of the complaint submitted by ************************************** 
  
  Per the complaint received: I am not a customer of theirs. On ********** the electrical wiring was ripped from the side of my home when the power lines were struck by a box truck. Due to the fact that the lines were hanging too low because Brightspeed, the owner of said power line, neglected to repair them after multiple reports were made to the company. In an instant, because of a situation not of our doing, nor in our control, we had no electricity in our home and had to hire a professional to fix it. If I had not been persistent in tracking down who was liable and filing my claim multiple times they would not have conducted any investigation at all. I believe I am entitled to every ***** that this incident cost me and more. My children are the ones who suffered most and they apparently do not care.
  
  This matter was forwarded to the local Supervisor of Regions of Operations to investigate. Please note the following. 
  
  This incident was not caused by Brightspeed negligence and therefore not at fault. This was a theft of cable caused by someone cutting, stealing a section of cable, and leaving a piece of cable hanging low. This resulted in a truck pulling the remaining cables down. This happened twice on 11/11 and 11/14, police reports were created and have since been closed out by *********. 
  
  Due to these findings, Brightspeed declines to compensate for the above-mentioned claims. 
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** ******************

• Initial Complaint

  Date:08/02/2023

  Type:Billing 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 father, ***********************, moved into assisted living in April of this year. As his power of attorney, I assisted him with contacting Brightspeed in the hopes of cancelling his account since he no longer needed their services. Despite my speaking with 4 different account reps, all assuring me the account has been cancelled, he continues to receive bills. This is beyond frustrating for my 94 year old father and me. I consider this a form of elder abuse and would appreciate anything you could do to assist us with this problem. It is especially disturbing this is happening to a Navy veteran who served our country in the Korean War.

  Business Response

  Date: 08/03/2023

  August 3, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************************* on behalf of her father ***********************. In her complaint she states difficulty in getting her fathers account *************************** and billing to stop. The account was *************************** on 5/1/23. The continued billing was due to unreturned internet equipment. The remaining balance of $162.53 has been credited down to a $0 balance. This has been discussed and resolved with ***********************
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 08/03/2023

   
  Better Business Bureau:

  Just to clarify, and I discussed this via email with the Brightspeed agent, we were never asked to return any equipment (4 different agents).  I thought this was odd, but didnt question.  I retained the modem on the off chance this ever became an issue.  Today, I offered to return the equipment if instructions were provided on where to send. I did not get a response back.

  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Also, Id like to thank the BBB for their prompt assistance in this matter.

  Thank you,

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

  
  

• Initial Complaint

  Date:08/01/2023

  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.

  I am lodging a complaint on behalf of my elderly mother (88 years old, legally blind and has various other health issues. From July 17th-July 26th she had no phone service. She had a service appointment scheduled for July 21st and no one showed up. I was told when I called that the ticket was cancelled, but no one could tell me why or who cancelled the ticket. On July 26th her service was restored for two days and on July 28th until now she has no service. When I called on the 28th I was told that the technician would be out on or before August 4th. On July 29th I received an automated call stating technician would be there on July 31st between 8am and 5pm. Same on July 30th and the morning of July 31st at 7:48am. It is not an issue with my mother's phone as there are two other families on the same road are also out of service (same time frames and same provider). I spent ************************************** contact with a real person, when I finally got someone (a woman in ***************) and asked to speak to a supervisor, she was unwilling or unable to get someone on the phone. It is impossible to find a number for the corporate offices of Brightspeed and it is frustrating to not be able to get resolution to my mom's problem.

  Business Response

  Date: 08/11/2023

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

  Brightspeed has completed our investigation concerning the billing account number *********. According to ****************** records, we created dispatch ticket number #******* on July 17, 2023, with a scheduled date of July 31, 2023. We canceled the ticket due to a common cause pattern of outages within the community because the restoration was completed on July 25,2023. We created dispatch ticket number #******* on July 28, 2023, scheduled for August 04, 2023. Due to a common cause pattern of outages, we canceled the ticket because the service was restored on August 03, 2023.

  Corresponding to Brightspeed records, we issued a one-time service guarantee credit of $19.76 on July 25, 2023, and will be reflected on the August 16, 2023, statement.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. We issued a credit adjustment of $6.32 to satisfy the service interruption period (July 28 August 3).

  Please refer to the attached document(s).
  

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

  Sincerely,
  

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

• Initial Complaint

  Date:07/31/2023

  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.

  internet service disrupted for over a month with no explanation, help or support

  Business Response

  Date: 07/31/2023

  Response to customers concern. 

  
  The customer states that he was out of service for a month and did not get any out of service credit. 
  A review of the account does show that the customer was having trouble for about 6 weeks. 
  There was also an area outage that compounded the problem. 
  The outage did cause us to have to cancel two repair visits to the home. When there is no signal flowing you cannot troubleshoot. 
  The customer did not receive any compensation for the time they were having service troubles. I have added a credit to their account for 6 ************* in the amount of $99.59. This will show on the customers next billing in August.