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:07/31/2023

  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 cant make the payment and the number they have given me is invalid because they do no take the payments over the phone. I have called constantly to have my service back on and they have not contacted me or resolved my issue. They have now suspended my service even though I have constantly tried to make a payment. I have used a new card and still have been unable make a payment This needs to be resolved immediately I work from home and rely on my internet for a majority of things. If this is not resolved my subscription needs to be cancelled so I am no longer receiving a bill for a service I am not receiving,

  Business Response

  Date: 08/16/2023

  Please be advised that this matter is being addressed and investigated by the Brightspeed Quantum Fiber team. They will be contacting the customer directly to address their concerns.

   

  Thank you,

  ***************************
  Executive Office Case *********************************** ******************
  
  

   

• Initial Complaint

  Date:07/31/2023

  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.

  This is the absolute worst company ever! Their customer service ************* actual service ****... ESPECIALLY INTERNET. On Sunday, July 23rd I returned home from a 4 day vacation to limited internet. After chatting with different CSRs, I finally got someone that said my issue was a line issue & set up a tech to come out. The following morning, it seemed as if everything was working correctly after I received a text from Brightspeed stating the issue in my area had been resolved and reply fixed (as I did) if everything was fixed. Once I got home I realized it was indeed NOT fixed, but after that my chats kept getting disconnected and again, no help or getting those prewritten scripts of bandwidth issues. I gave up until I was at my boiling point on Friday July 28th and called again to finally speak with a person on the phone (after several attempts when the automated system kept hanging up on me). This person transferred me to a technical support person who was not only cutting me off, but rude and condescending. I honestly felt victimized following the conversation with technical support as I was instructed to buy another internet package in addition to the one I currently have to continue to support the devices that I have had for the last 3 or 4 years. Even so, "that *** not solve the problem, but it's worth a shot." She said that the issue would be fixed once my next bill was paid as if that was the issue... my account is on autopay & always gets paid. She always spit out this bandwidth rhetoric which still I don't understand as NOTHING has changed here. She said my usage was higher than normal... Mind you from my bill date to when this issue started had only been about 15 days of which 4 I was out of town. I offered to up my plan to whatever was needed to correct this issue as my job is also hybrid & the response was "there's nothing better available in your area." I'm honestly at my wit's end & my options are limited!!!

  Business Response

  Date: 08/21/2023

  Good afternoon,

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

   

  When the case was received the account was reviewed and found a trouble ticket had recently been placed on 7/23/23 but the ticket was cancelled by the customer. An email was then sent to the *********************** Team (EMT) and they reviewed the account and contacted the customer. It was found that their security system is the issue with the service and that the ***** service is working properly with no line issues. The specialists provided the customer tips on how to utilize the service so that they did not have any drops moving forward. No dispatch was set up as the service to the home is working properly. No other action taken.

   

  We apologize that the customer has had a poor experience with the service.  If you have any questions or need further assistance, please let us know.

   

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:07/28/2023

  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.

  My service was suspended for non payment. This was my fault. I overlooked it. I immediately paid the balance. Was supposed to be restored within 24 hours. It wasn't. I then called and said had another balance that was due August 21st that needed to be paid. It's July 25th. I go ahead and pay it. Within 24 hours nothing. I have chatted with customer service. They have no idea what's going on. They just tell me that I have a 0 balance and it should be on. I tell them it's not and the app says it's suspended. Then they tell me will be on within 2 to 24 hours each time. I then called and the guy couldn't understand me and I could barely understand him. All I got was that it will be on 2 to 24 hours. I'm going to have to cancel my service. This is ridiculous.

  Business Response

  Date: 07/31/2023

  Good day,

  The customer's high speed internet is restored. Brightspeed validated that the restore order is now completed.

  We apologize for the inconvenience experienced.

  Thank you,

  Brightspeed

   

   

   

• Initial Complaint

  Date:07/27/2023

  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 service has been up and down since July 15, 2023. Each call with them results in an estimated time for internet connection to be functioning and those estimates are not met. Employees are very polite however have no resolution. This is in Johnson County, *******.

  Customer Answer

  Date: 07/27/2023

  I corrected name field to indicate my first Name as ****.

  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 stated that their internet connection had been up and down since July 15th.  She was also upset due to being given eta for resolution that were not met.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to our technical support team for review.  We found that there were two recent service outages that were service affecting.  Our area supervisor was also involved in the review and resolution of the service.  I received an update on August 3rd from the field agent that there had been no service issues for the past 4 days. I also found that the service has been authenticating well since the recent repairs.  For the service inconvenience,I issued a credit to the account in the amount of $61.05 to cover a full month of service effective today.
  
  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: 08/07/2023

   
  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:07/27/2023

  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.

  Centurylink or Brightspeed services were totally substandard. We were paying $120 a month for a service we could hardly use. The landline when picked up sounded like bacon frying in a pan and we were lucky to get any use of the internet. I would call about it and they gave me excuses...on of which that I was streaming too much. I couldn't stream because watching tv on their service spent more time buffering then playing the tv. When I changed services I cut them off but they are still wanting me to pay for a service I could hardly use. It's been around six months since I had the service and the lack of service I don't feel I should owe them what they are asking if I owe them anything.

  Business Response

  Date: 07/28/2023

  July 28, 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 she is disputing her final bill owed from Brightspeed due to the service never working. Brightspeed shows zero trouble tickets or contacts into our customer care and repair departments indicating any issue with services dating back to January 2023. The services were used by ********************** up to the day she disconnected services. The final billing is correct and owed accordingly.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:07/27/2023

  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.

  We have a lake home in ********* at **************************************************** that we have sold and we were looking to end our internet service with. In 2018 we had contacted CentryLink to be our provider for internet. A few years ago, we were notified that CenturyLink had been bought by Brightspeed. We listed our property for sale and agreed to a sale contract on June 28, 2023. We then tried to cancel brightspeed on July 10th. We were told we could not cancel over the internet or via chat by a chat representative, we had to speak with a representative by calling ************. We called the number they provided and it sent us to CenturyLink. CenturyLink told us we needed to call Brightspeed and told us a number to call, it was the same number we had called in the first place. CenturyLink put us on hold for 30 minutes. They transferred us to Brightspeed then and we were on hold for another hour and then Brightspeed dropped our call and hung up on us. The next time we called Brightspeed was on July 17. Very similiar experience with us being bounced back to CenturyLink, waiting on hold for them to tell us we were calling the wrong number and transferring us to Brightspeed. Another 90 minutes later and still on hold, we ended the call due to other personal conflicts. Today, we first tried calling the number and saying we were looking to set up service. A representative answered in under 2 minutes. We told them our situation and that we wanted to cancel, they told us they couldn't help us and transferred us to the "canceling" line. Just under 120 minutes later we got a representative who again put us on hold. I filed a complaint with Brightspeed about the significant variance between new customers and canceling customers line hold time, and that I'm continuing to pay a bill because of the huge hassle they put you through to cancel with them. Only talking to someone, I can't even do it online.

  Business Response

  Date: 08/01/2023

  Complaint ID: ********
  
  Dear ****************:

  Brightspeed has completed our investigation concerning the ********* account number *********** and associate billing account number *********. The prepaid account was created on April 04, 2018,via Legacy CenturyLink Simple Prepaid Portal, related to order number **********, and set up in the name of *******************. The service consisted of internet up to 25M/2M. ********* customer are to use the ********* portal to make changes to the service or disconnect service. If a customer wants to ************************* their **************** the portal will display the Brightspeed Support number during the process of a customer trying to ************************* their *************** during business hours which are 8am 8pm Mon-Fri. The customer will have the ability to ************************* their service through the Prepaid portal without calling in after business hours.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. On July 28,2023, we canceled the ********* account number *********** and the associate billing account number *********. ****************** does not issue a refund(s) during the billing service period, because the prepaid is a prepaid service. Due to the challenges of trying to cancel the service on July 10, 2023, we issued a courtesy refund of $45.00 for the billing period June 25 thru July 24 (conf#***********). For the billing period July 25, 2023, thru August 24, 2022,we issued a refund of $45 (conf#***********). Brightspeed has successfully refunded the total sum of -$90.00 back to the payment method: Visa**********2625.
  

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

  Customer Answer

  Date: 08/02/2023

   
  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.
  
  This resolves my personal situation with Bright Speed but the next person trying to cancel will have the same issues we had if they need to cancel their service. I dont think it is right that we had to connect with the BBB to finally be put in touch with someone from Bright Speed to cancel our service. The number given to cancel service (which we were never able to connect with a representative after being on hold for hours several days) shows on Bright Speeds web site of hours from 8:00 - 6:00 not 8:00 - 8:00 and doesnt offer an after hours option through a customer portal as stated. I was frustrated and called the new customer service phone number and was ************************ to a customer representative in less than two minutes and didnt have to go through an automated system that eventually puts you on hold and leads you nowhere. Bright Speed should be held accountable for their lack of customer service when people need to cancel. We were informed by others who had the same situation and stated it was a nightmare trying to cancel service.

  We also reached out to Bright Speeds complaint department and got the run around for several days and eventually was told to call the cancellation number. Something needs to change. We sold our property and needed to cancel service its not that we were unhappy with the service we received while we were a customer.

  Am I satisfied with the outcome that we were able to finally cancel our service yes. But extremely disappointed with how we had to achieve this outcome.

  Thank you. 

  
  

• Initial Complaint

  Date:07/26/2023

  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.

  In September of 2022 Brightspeed took over CenturyLink Internet but I was only still able to pay my bill through CenturyLink. In February I called Brightspeed and I was told I had a past due balance of 900 dollars. I then told them that was not true and provided them with proof that my money had been taken out of my account and sent to them. Today they cut my service off but rold me it would be restored if I paid my bill. I then asked to apeak to someone in North America . They told me they couldn't do that along with being put on hold several times for longs periods of time as well as one time not answering at all after being transferred. When I asked about my service being restored they said that could not be done because now they had an outage, but not onky 15 minutes earlier I was told if I paid it it would be restored. I think all of this is just a way ro get extra money from customers and I should NOT have to pay for a problem that they even say is a glitch on their end.

  Business Response

  Date: 08/03/2023

  Brightspeed records indicate that it previously received and investigated this dispute in response to a complaint filed with Brightspeed ************ team. Please note that **************************** concerns have been addressed and resolved.

   

  Thank you,

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

• Initial Complaint

  Date:07/26/2023

  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 called to cancel before the technician came out on 7/20/23. I said at least 10 times to cancel my internet as I had to go to hospital. I got ************ was a modem by the door. I am handicapped & my daughter came over she called & said the device didn't work & to cancel it. I got on phone & said I asked for it to be cancelled. Now I get a bill for $66. for a service I have never used, that never worked. Then today I get an email from Brightspeed my new modem is on the way. They are sending another one after being told over & over I did not want service. They are taking advantage of me being disabled. I have never used their service & told them to cancel prior to someone coming out.

  Business Response

  Date: 07/26/2023

  Response to the customers concern.
  The customer said that they wanted the service installed on 7/20/2022.
  A review of the new service install order. Shows that it was placed as a self-install order and a techncician was not going to install the service. This means the customer will ********************** all devices and if there are any problems there is a toll free number on the instruction sheet in the box for assistance.  
  The order was completed on 7/20/2023 as scheduled and the service was supplied to the Network Interface Device.
  A ************************* order was placed on 7/22/23 with a due date of 8/20/2023.
  This is billed forward and it is our policy that we do not prorate disconnections in this state.
  It seems there was some confusion with the explanation of the install. I will waive the $66.05 that is on the billing. On your next bill you will receive a confirmation that the account is at a zero balance.
  Any equipment that you have needs to be returned to Brightspeed. To do this you will need to go to the website www.Brightspeed.com/returns. Here you can fill out the form with your account information and print out a prepaid *** lable. Just put the equipment back in its box place the label on it and drop it off at the most convenient *** location. Make sure you get a receipt from them that confirms the delivery identification number that it has been shipped. If the equipment is not returned 30 days after the disconnect date you may be charged between $150.00 to $200.00. 

• Initial Complaint

  Date:07/23/2023

  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.

  After a series of poor service and especially after the last issue where we lost phone service. I called and told them we had no service. They said a technician would be there on a certain day but one never showed up. Then the online data showed the problem as being fixed. Still no service so I called again and was told that it was a widespread problem. About the same time my cell service introduced a landline option whereby I could use my existing landline number which I did. Long story short now I just received a statement from Brightspeed showing zero due and has a credit of $65.45 showing and the agent online said she could not issue refund for a credit. The telephone number at the time was ************.

  Business Response

  Date: 07/25/2023

  July 25, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************************  In his complaint ****************** mentions service issues and losing their phone.  ***************** received an option to port his landline from Brightspeed to his cell phone provider and took the option.  ****************** received a statement showing a credit balance in his favor of $65.45 and $0 due and is upset due to an agent advising that they could not issue the refund.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  Once researched I found that we received an order to release the landline number on June 27th and the port completed on July 3rd to the new provider.  The normal billing cycle was from the 15th of one month to the 14th of the next.  The last billing statement for service before the account was *************************** was for June 15th through July 14th ($52.77) which was paid for.  Once the account was *************************** on July 3rd a credit of $20.45 was issued for non-use.  On July 11th,after the account was already ***************************, a credit for $45 was issued in error by an agent which caused the credit balance to show the $65.45 amount.  Once the credit was released, as advised, it will only allow to credit/refund any usage amounts.  Due to the convenience credit being issued after the account being *************************** it is nonrefundable.  I hope this information helps.  The $20.45 will be issued and should arrive within 7 to 10 business days.
  
  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: 07/26/2023

   
  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:07/21/2023

  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.

  Brightspeed is a landline home phone service and internet provider. It was discovered while preparing to pay my bill on line my account had been assessed a $29.00 late fee. I contacted Brightspeed to question the late charge. My due date has been the 18th of every month for the past several years. I never received notification of a change in the billing date.I was told by the representative my billing date can be on any date in between the 15th and the 17th. While I was issued a one-time credit for the late fee, this floating due date model is poor for planning and budgeting. I have never heard of a utility company to not have a set due date. I was told by the Brightspeed representative I I could not set a due date. My desire is to establish a set monthly due date with Brightspeed.

  Business Response

  Date: 07/26/2023

  July 26, 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 Brightspeed updated her pay by date on her billing invoice without her knowledge and caused a late fee. It takes approximately three days for each billing date to print each bill cycle.Once printed, the bills are mailed to customers. Every customer bill is assigned a pay by date based on state PUC rules. In Georgia, customers are given 21 days after the bill mailing date to pay their bills. The bill mailing date *** vary depending on the month since no bills are mailed on Sundays and holidays. Customers *** also sign up for online bills which can be viewed at an earlier date. In addition, the late was adjusted off the account.
  ****************** acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 07/26/2023

   
  I am rejecting this response because: the model that is being used by this utility company causes for a "floating" due date on the bill.  In other words, there is no set due date. The fluctuating due date does not allow for efficient bill payment and budgeting.
  

  Saturday and Sunday is and has always been a factor. For example, all of my bills are due on a set date like, car, insurance, electricity, cell phone, and credit cards.  Should the due date fall on a weekend, I take the necessary precautions to make sure the payment arrives by the scheduled date through auto-pay, direct payment, online payment, or mail.  In all instances, I know my set due date date and plan accordingly, in advance.  
  

   

   

  
  

  Business Response

  Date: 07/28/2023

  July 28, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************. In her complaint they state claims her due date fluctuates. Brightspeed is regulated by the ************************* of the sate of Georgia. Brightspeed allows sufficient time for the customer to pay their invoices. The 21 days turn around has been approved by the **** The due date *** fluctuate a day or to depending on weekends and holidays.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed