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:07/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is on behalf of my elderly mother {***********************}. My name is *************************, her son. Details regarding this matter have been attached in the upload area. I did contact BBB asking for some advice on this matter and I was instructed that I should proceed with this issue. I thank you for any help you can provide my mother. She is 75 years old and has had a stroke several years ago. She does not leave her home.

  Business Response

  Date: 07/24/2023

  Re: **************************:  
  Complaint ID:
  Notice of Complaint Filed: June 20, 2023
  
  Dear ****************:
  

  The Better Business filed a complaint on behalf of ***********************;about suspension of service due to non-pay. On behalf of ***********************, ************************* (son), asserts that Brightspeed did not send any notification about Legacy CenturyLink and Brightspeed conversions and found Brightspeed at fault due to poor business practices. In the desired settlement details, ************************* asked Brightspeed to disregard any past bills and continue service with a zero balance because of hardship.

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. Due to a system error, billing for the service continued without the expected account suspension notices. The billing amounts are valid and reflect what *********************** owes. Brightspeed customer(s) is responsible for notifying ****************** within 90 days after the Brightspeed bill date of any billing discrepancies on the statement. On July 20,2023, as a courtesy, Brightspeed issued a one-time customer satisfaction credit of $581.50, which left a remaining balance of $502.42. Brightspeed understands ********************* frustration, and we would like to work with her on keeping the remaining charges current. There is currently no payment arrangement scheduled. *********************** must pay the remaining $502.42 or contact Brightspeed ************************** to set up a payment arrangement.

  Please refer to the attached document(s) for more details.

  Thanks,
  
  *********************
  

  
  
  

  Customer Answer

  Date: 08/17/2023

   
  I am rejecting this response because:    I have received the response from BBB, however nothing was addressed about the business practices of Brightspeed Knowingly sending an invoice to a fake Email for a year that they repeatedly admitted to doing. After receiving the response that Bright Speed gave to BBB, it just said that the money was owed to them. We have yet to receive a bill from Bright speed for the amount of ******. The fact that they are sending the invoices to a fake email created by bright Speed, knowing that no one is receiving the emails. When I try to view the documents I do not see anything about the main concern, which is the fake email created by Brightspeed.

  We do not have a problem paying the $502, once we receive a bill, in the meantime we have yet to receive a bill from anything since this ordeal started a couple months ago, so are her charges still racking up.? If so where where are they sending the bill to?

  
  
  

  Business Response

  Date: 08/17/2023

  BBB of Southern Piedmont and ************
  ***********************************************************************
  
  August 17, 2023
  
  Re: **************************/***********************:
  Complaint ID:
  Notice of Rebuttal Filed: August 18, 2023
  

  Dear ****************:
  
  The Better Business filed a rebuttal/rejection on behalf *************************/***********************. Brightspeed appreciated the opportunity to review the rebuttal filed by *************************/***********************. As documented in the notice of the complaint filed on June 20, 2023, and Brightspeed response date on July 24,2023, we directed the customer to reference the attached document(s) for more details about our conclusive review of the matter.
  The billing amounts are valid and reflect what *********************** owes. Brightspeed customer(s) is responsible for notifying ****************** within 90 days after the Brightspeed bill date of any billing discrepancies on the statement. On July 20, 2023, as a courtesy, Brightspeed issued a one-time customer satisfaction credit of $581.50, which left a remaining balance of $502.42.
  

  For your review, I have enclosed the first document. Brightspeed has made a reasonable faith effort to answer the complaint, and we addressed the issues within the complaint on July 24, 2023.No additional credit will be given.
  

  *************Please refer to the attached document(s)for more details.****************
  

  Brightspeed regrets any issues *************************/*********************** has experienced with their payments.
  

  Sincerely,
  

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

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

• Initial Complaint

  Date:07/20/2023

  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.

  Each and every month since Bright Speed took over Century Link there has been an issue with them receiving my check payment. And of course each and every month I have to call them to find out why. I never get a straight answer to this seemly elementary question. I have sent in payments early to allow for ample time for it to post yet to no avail. My credit union has no clue nor does the *************** post office. This monthly annoyance has become intolerable. I do not wish to post payment online due to past nightmares so this is not an option. Can someone please find a solution? Thank you

  Business Response

  Date: 08/01/2023

  Good afternoon and thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  Please review the summary report for all actions taken and results found.

  Findings/Resolution: When the case was received the account was reviewed and found that the payments in question had already posted to the account in May. On 5/1/23, 5/15/23, and 5/24/23, however the balance due was still showing a larger balance as if the other payments in June and July had not been received. An email was sent to the Payment's Receivable/Corporate Cash Account teams to review. It was found that the issue was from a BancTec posting error that initially rejected the payments in error and had to be resubmitted. It was also noted that the payment posting error could have come from the account number not being placed on the check or a remit slip being sent with the payment. All late fee were removed that had been assessed and the customer's last payment of ****** has been credited to the account. The customer's current balance is **** with a credit balance of ***** for the late fee on the last statement. That credit will flow over to the customer's next bill print date on 8/22/23.

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

  Sincerely,

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

  Analyst II

  Brightspeed

• Initial Complaint

  Date:07/20/2023

  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 issue with their lines not resolved despite multiple calls for service over past year. Each call for service requires approximately 20 minutes on the phone. They require an adult age 18 or older be present on day of service ticket, warning that if you are not present you will be charged $99, but on multiple occasions they do not show up as scheduled. They have given us numerous reasons for the problem. They even had us rewire our home insisting that the problem wasnt on their line, but after we did so, and the problem persisted, another employee admitted the problem is due to corrosion on their line at the connection a few miles from our house. Since then they have consistently no showed the scheduled repairs. I attempted to speak to a manager or supervisor and after holding for over *********************************** I work a hybrid schedule with some work from home and the internet connection just continually goes in and out sometimes 20 times per day. This has also required me to take off work multiple times and they havent even shown up for the scheduled appointment. They will not repair their lines.

  Business Response

  Date: 08/04/2023

  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, the customers service outage was due to and area outage.  *********** was restored on 7/19/2023.  The outage was due to lighting damage to cable.
  
  I do apologize for the customer was not transferred to a manger.  The calls will be reviewed.
  
  
  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, 
   Brightspeed 
  ***********************
  
  

• Initial Complaint

  Date:07/19/2023

  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.

  Requested service from this company for a vacation property in ************, **. It is the only available service provider. I already have service from them for another property on the same street. When I called to establish service they said they would install it on 06/27/23. On 06/27 the technician said there was an issue, because they had to bury a line under the road. He said he had to tell me it could take **** days, but typically it would only take a day or two. Because this is an income generating property, I called the main number and requested to speak to a supervisor to ensure the work would be done. I received no call back. I received an email on 07/03 saying there was another issue, but that it would be completed that day. Called again and spoke to an agent (not located in AL) and requested to speak to a local contact or supervisor. No call back. Since then I have called multiple times, spoken to an agent who said she was a supervisor (******* # *****), who refused to give me a local contact number and said her supervisor was in a meeting and couldn't speak to me, but that she would call me back. No call back. I have called MULTIPLE times and requested and then demanded to speak to a supervisor. Nothing. I have received nothing but an email saying it will now be 08/09/2023 before they can attempt to provide service. Again, this is an income generating business and is affecting my income.

  Business Response

  Date: 07/20/2023

  July, 20 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In his complaint ****************** claims that Brightspeed has delayed his fiber install multiple times. On the initial install Brightspeed determined they could not complete the install on a temporary drop. A ************** Line was requested and dated for 8/9/23. This was the earliest time the line could be buried. This was escalated and the buried drop was expedited to 7/19. The line was buried, and the service installation was completed on 7/19/23.Customer has working services.
  ****************** acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:07/19/2023

  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 been without telephone service for four days, Bright speed needs to finish pulling the lines and put them on the poles. This has been a problem and they need to finish the job. They have been out to my house multiple times hooked up the lines, the lines have been grated. Right now there are lines that are exposed. I have called the main guy and his name is ************** out of ******* **. **********. I called him and he is the area manager and nothing has been done. I am still waiting. They have **** feet to pull the lines. I want to finish the job.

  Business Response

  Date: 07/25/2023

  BBB of Southern Piedmont and Western ****
  ***********************************************************************
  
  July 24, 2023
  
  
  Re: *********************** Name:
  Complaint ***********
  Notice of Complaint Filed: July 19, 2023
  
  Dear Kisis *****:
  

  In summary, Better Business Bureau (BBB) filed a complaint on behalf of *********************** about service issues. *********************** stated she had been with the service for over four days. *********************** stated that Brightspeed had been out multiple times placing **** feet of cable, but the cable was cut again by a road grater. *********************** asked Brightspeed to finish the job in the desired settlement details.
  

  Brightspeed has completed our investigation concerning the billing account number ********. Repair ticket #*********: On July 7, 2023, a Brightspeed technician dispatched and placed a temporary drop due to a cut buried cable caused by a road grater (third-party). Repair ticket #*********: On July 17, 2023, a Brightspeed technician dispatched and repaired a cut buried line in a second spot caused by a road grater (third-party).Repair ticket: #*********; customer canceled dispatch on July 22, 2023.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. Due to the seriousness of the cut drop, a business service wire request of placing the drop was escalated to  over to engineering with an expected completion date of up to fifteen business days or longer for the drop to be permanently buried. Brightspeed issued a service credit of $50.97 and will be reflected in the bill date invoice 08/14/2023.
  

  Brightspeed apologize for any issues due to the experience and inconvenience of ************************
  
  Regard,

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

  Customer Answer

  Date: 09/05/2023

   
  I am rejecting this response because: See attachment
  
  

  Business Response

  Date: 09/06/2023

  Re: ***********************:
  Complaint ID ********:
  Notice of Rebuttal Filed: September 5, 2023
  
  Dear ****************:
  

  The Better Business filed a rebuttal/rejection on behalf ***********************. Brightspeed appreciated the opportunity to review the rebuttal filed by ***********************. Brightspeed has requested a permit and is awaiting approval for the pole attachment and ****-foot cable drop, which could take several weeks. When approved, Brightspeed will be placing the aerial cable. Corresponding with Brightspeed records, our ********************* Team has been updating *********************** about the process. We have yet to estimate a completion date due to all the storms in the area and permit approval.
  

  Brightspeed regrets any continuing issues *********************** has experienced.
  
  Sincerely,
  

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

  Brightspeed Customer Advocacy
  

  
  CC: ***********************

• Initial Complaint

  Date:07/19/2023

  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.

  Brightspeed failed to show up for the scheduled appointment, after I stayed home from work all day

  Business Response

  Date: 07/27/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed and investigated.  On 7/20/23 the customer contacted our service team to have the account ***************************.  *********** order completed on 7/21/23.  During the investigation it was found that a trouble ticket had been entered on 7/13/23 and was allocated for a technician on 7/14/23 but the ticket was cancelled through the automation prior to the tech arriving at the property.  We regret that we were not able to resolve the customer's issues prior to the decision to disconnect the service and apologize for any inconvenience that this has caused.  

   

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:07/19/2023

  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 have Brightspeed telephone and internet service. The last time I used the phone was Saturday afternoon, July 8th. I haven't had phone service since then. After trying numerous time through the automated service, call station in *****, they stated that a technician would come to my house on July 18th. One email stated his arrival between 10:20 AM and 3:20 PM. Another email stated the service would be between 8:00 AM and 5:00 PM. No service technician ever came or either notified me. I am very disgusted with their service or an explanation. It's been 12 days since we had phone service. Can you help?

  Business Response

  Date: 07/26/2023

  Brightspeed has completed a review of the complaint submitted by Mr. *********************** regarding a recent phone and internet outage. 
  
  In a review of the account associated with this complaint, the customer contacted ****************** repair on 7/9/23 at which time a repair ticket was issued with a scheduled repair date of 7/18/23 however, records indicate repairs were completed (cable pair) and service was restored on 7/19/23. Out-of-service credit was issued for 7/9-7/19. 
  
  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 *********************************** ******************

  Customer Answer

  Date: 07/27/2023

   
  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:07/18/2023

  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.

  I terminated service with BrightSpeed Internet in early November. I was told to return my rented modem, I did so and they sent me a replacement modem. As I had terminated services, I did not need the replacement. I received a final bill for $218 for the modem on Nov. 16th. I returned the modem with a shipping label Nov 21. I have email of the shipping label. I received no other paper, electronic or voice communication from BrightSpeed. My account was sent to collections for the $218 recently. When trying to speak to BrightSpeed they say I have a zero balance and cannot help me fix the issue. So now I have a collection on my credit report that I knew nothing about and cannot get fixed. I have filed a dispute with Experian but other than that, I cannot do anything. My husband works in the financial industry and having accounts in collections could put his job at risk. Beyond the $218 this could cost my husband his job

  Business Response

  Date: 07/21/2023

  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account the customer was charged for the modem.  I issued credit and the charges were removed from collections. 
  
  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,                                                                              
  Donna 

  Customer Answer

  Date: 07/21/2023

   
  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:07/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed has sent us a couple fliers that advertise fiber internet is coming "soon". I have called and done a couple online chats over the past month and every single rep claims Brightspeed has no plans to expand fiber into our area.If they are not going to offer fiber internet in our area within the next year, they need to stop sending out the fliers that claim "soon". Offering fiber in our area ***** years from now is not "soon".

  Business Response

  Date: 07/19/2023

  Below is the response to the callers concern.
  The customer received a flyer that we offered fiber internet in his area.
  They called in and found out that we do not offer any internet service at his location and do not have any plans to update in the near future.
  We do apologize for the inconvenience. Looking at the prior account that was disconnected in 2017 the do not market by phone or mail was unchecked. These only last for two years this was during the prior compans ownership.
  These have been applied again per the customers request in their complaint.
  We do apologize for any inconvenience this may have caused our customer. 

  Customer Answer

  Date: 07/19/2023

   
  I am rejecting this response because:
  This letter was sent to everyone in the entire town...twice.  I find it hard to believe this was sent out several thousand times by mistake, TWICE.  Also, we have NEVER had any service from Brightspeed or CenturyLink (the company that Brightspeed took over), no idea where they are getting any of this info on 2017.

  if service is not going to be offered soon then Brightspeed needs to send out an apology letter to the entire town stating they screwed up and do not care about serving the town.

  
  

  Customer Answer

  Date: 09/08/2023

   
  I am rejecting this response because:
  Brightspeed continues to send us mail stating fiber internet is coming soon, but every single time I call or do live chat I am told that they have plans to provide fiber internet in our area. They really need to stop with the false advertisement or actually provide the service.

  Either provide the service or stop sending us the mail containing nothing but lies.

  Business Response

  Date: 09/15/2023

  As things stand right now I have nothing new to offer you in the way of a concrete answer. Currently I am waiting on the Engineering Team that is over any new build of services in your area to see if anything has changed.Once I have that information I can give you a definite answer if a build for faster internet is planned in the near future. In this type of endeavor plans do and can change. I want a definitive answer for you. Once we have that I will better understand how the mail portion of your concern needs to be handled. Thank you for your patience. 

• Initial Complaint

  Date:07/18/2023

  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 have continually called for them to come out and fix our internet service, this is day 7 with no resolution and my husband took off yesterday for them to come and they never did. Any time we call we end up being "transferred" to only be hung up on. There is zero customer service, they do not care about being speedy or responding because we have zero other options for internet providers. This is beyond ridiculous!

  Business Response

  Date: 07/24/2023

  Good day,

  Based on the information provided, contact telephone number and no service address Brightspeed was unable to locate an account.  Please provide the valid account number and or telephone number associated with your Brightspeed account in order for us to proceed with internet assistance.  On July 24, 2023 I called the number provided and no answer.  Brightspeed Repair toll free number is **************.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed

   

   

   

  Customer Answer

  Date: 07/24/2023

   
  Better Business Bureau:
  
  I reviewed the response,  nothing further needed.  We had the *** contact us directly. 
  
  Thank you.