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:07/06/2023

  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 phone or internet service at home for two weeks now, Centurylink keeps setting up an appointment for me and provides a ticket # and no one shows up. One of their office people said they were having trouble communicating with the local repair office a week ago but nothing has happened.. After trying all their internet and phone numbers, I cannot talk to a supervisor that understands they have a problem. I have been a customer for 13 years but I will not pay for services they cannot or will not provide me. I cannot communicate with anyone in a supervisory position to get this problem solved. I guess my only option is to cancel my service and find another provider. This seems like a strange business model that tries to drive customers away after 13 years, but I guess if they don't care there is nothing I can do about it.

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***********************. In his complaint ******************** state claims that they are unable to get their services restored. Mr. ********* service is located in *******. This is a Lumen/CenturyLink area; not a Brightspeed service area. ******************** will need to file a complaint to CenturyLink for resolution.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:07/05/2023

  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 continually called Brightspeed to have my phone and internet repaired. They disconnect the call or make an appointment and do not show up. I am a mental health provider and work from home and need my internet.They are rude and do not allow you to speak with a supervisor.

  Business Response

  Date: 07/05/2023

  Good day,

  We apologize for any inconvenience experienced.  All calls were reviewed and any calls not handled properly will be provided feedback.  There is currently a Repair ticket Ticket ID#: ******* allocated for July 6, 2023. 

  Thank you,

  Brightspeed Executive Team

   

• Initial Complaint

  Date:07/05/2023

  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 ordered a modem 4 times and have not received any. I have been charged for 3 that I know of and had to fight to get my account credited. I have no modem and no internet for over 3 weeks. Details are in the photos attached since I cant email documents from my computer without internet. Please help. I am so tired of fighting and being told lies.

  Business Response

  Date: 07/17/2023

  July 17, 2023
  
  
  Re:

  Customer Name: *********************
  Complaint ID: *********
  Notice of Complaint Filed: July 4, 2023
  
  Dear ****************:

  In summary, The Better Business Bureau (BBB) filed a complaint on behalf of *********************;about ongoing service issues of getting a replacement modem after four attempts, yet, she has not received a modem to date. ********************* states that she has been without a modem and internet. *********************;asked Brightspeed to explain the charges and be contacted by the business office in the desired settlement details.
  

  Brightspeed has completed our investigation concerning the billing account number *********. The changes encompass one-time charges: inside wire **** charge $99.00, repair trip charge $25.00, inside wire **** charge $99.00,including inside wire protection $16.00 and $12.80 inside wire protection prorated charge of $12.80total added charges of $251.80. The adjustment was associated with one-time charges on the bill date statement from May 17, 2023,to June 10, 2023.
  

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. Brightspeed confirmed that we did not charge or ************************* for one or more equipment modems. We confirmed that we billed ********************* one-time charges: inside wire protection, inside **** ******** repair trip charges. As a courtesy, Brightspeed credited the account for the added one-time charges of $251.80. Brightspeed business office (Technical Support Escalation) successfully contacted *********************, fixed a programming issue, and advised delivery of the modem (July 10,2023--UPSTRK1Z5V81380302310023) on July 07, 2023.
  

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

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

  Sincerely,
  

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

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

• Initial Complaint

  Date:06/30/2023

  Type:Product 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 canceled my subscription involving inter from brightspeed and I have a refund that is due back to me , at this time I have been promised my refund by saying it's in the mail and I should have it in 7 to 10 days but that's been 45 days now. I need help to receive my money in the amount of $295.59 please help in this manner. Thank you.

  Business Response

  Date: 06/30/2023

  Good day,

  On June 23, 2023, overpayment refunded.  Please allow 7 to 10 days to receive the check but can take up to 30 days to receive the check. 

  We apologize for any inconvenience experienced. 

  Thank you,

  Brightspeed Executive Team

   

   

  Customer Answer

  Date: 07/06/2023

   
  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:06/30/2023

  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 pay for internet from this company and almost daily, there is an outage. We used to be with CenturyLink and we're involuntarily switched to BrightSpeed. Just over the past 2 weeks, the internet has been out June 15, 16, 17, 18, 19, 20, 24, 25, 26, 27, 28, and the 29. This is for hours at the time and sometimes more than once a day. I have chatted online with employees and they most they ever do is give me 3 dollars off of my bill. When I look up the outage issue, I am always told there is an area outage... something wrong with brightspeeds equipment. I am tired of paying for internet I cannot use and I am not the first person to complain to the better business bureau... Please do something about this and help us.

  Business Response

  Date: 07/13/2023

  Bright speed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, there is an internet outage.  Engineering is working on the issue; the parts have been ordered.  The customer has been advised of this 7/6/2023.
  
  A credit was issued on 7/6 and 7/13 to a total of a month credit. 
  
  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: 07/13/2023

   
  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:06/30/2023

  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 ordered the only package offered online which is $60 prepaid. I receive an email stating technicians have already connected me from the main box and all I have to do is receive my modem and plug it in. When I plug in the modem we immediately have connection issues. I call in to tech support and they send someone to the house and its connected immediately. Great!!! UNTIL. My bank declined a $128.92 charge from them not to mention service interrupted. When I called the overseas guy tells me not to worry he will fix it. That didnt work. My bill is not due until July 3rd and I have no service. I finally got ******* on the phone who tells me that I have to pay it and she will refund it because that is just how the system is. This is not ok. I still cant believe I received an email that my home was ready for internet to only to be charged in the middle of my cycle for something I was told was ready for modem connection. This whole situation is absurd.

  Business Response

  Date: 06/30/2023

  June 30, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************************. In her complaint she states Brightspeed pre-paid internet is not working and Brightspeed is requiring payment in advance to restore services.******************** was billed $128.92 in error for installation. This amount was attempted to be withdrawn from her card and declined. Once declined the pre-paid service was suspended. Brightspeed has removed the $128.92 charge and restored ********************** service effective 6/30/23.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:06/30/2023

  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.

  Trying to get repair for elderly neighbor's phone. Phone went out Tuesday evening June 26,2023. Another neighbor called Brightspeed about repair, explained this was for and elderly lady with health promlems and needed repairs done quickly so her life line service would work. They said could not get to it until Friday. I called againd around noon because previously we had been told her account would be flagged as a priority because of health issues. The person I spoke to said they would contact a technician and have them call. At 3:00 I still had not heard from a technician so I called again and was told it still could not be repaired until Friday, June 30,2023. I was told there no technician in the area. I wish I could say that was hard to believe, however with Brightspeed it seems to be the norm. Thank goodness there is a new service option coming to our area soon.

  Business Response

  Date: 06/30/2023

  Good evening,

  In order to better assist the customer that is experiencing the service issues, we will need the Billing Telephone Number of the customer that is without the service.  The information provided is for ************** which is an internet only account.  So that the repairs can be investigated, please provide the Billing Telephone Number or Account Name and address.

   

  Thank you,

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

  Brightspeed

• Initial Complaint

  Date:06/28/2023

  Type:Product 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 canceled CenturyLink/Brightspeed last year but continued to be charged on autopay. I have been emailing with their customer service since January along with many other phone calls to customer service. They agreed they owed me a refund of $1037.69. I still have not received this check. They emailed me this in January: After compiling the months your were billed for and when the service was supposed to be cut off, we have allocated a refund amount of $1037.69 to be owed to you. We have sent in another escalated request for this, in which we should hear back sometime next week. Once we have verification of the approval of the refund, we will advise you, and the next step following this will be to send the paper check via US Mail to your home. This process can take anywhere from ***** days to complete, but we will be able to advise you of the steps as they proceed.This in February: > Thank you for your patience. We are reaching out to advise that your refund has been approved and processed and will be issued back to you via check. If this check has not already arrived, you should receive this within the next **** business days, and at the latest, 30 days from now. This should be in the amount of $1037.69.This in May:********,We received notification this morning from Accounts Payable that a refund check was issued 5/18. This check can take ***** days for you to receive, your case has a follow up set for 6/01. Please be assured this issue has been escalated and allow ***************** to receive in mail. Very sorry for any delays but we will be in contact next week to confirm you have the refund check.I don''t know what else to do but contact BBB. I feel as I have been very patient as its been months and months of them saying they would send me the check. I have included the emails I have had with them as well as an online chat from Sept 2022.

  Business Response

  Date: 06/28/2023

  Good day,

  The credit was released from the account on 2/16/23 and sent to the billing address at ********************************  After confirmation that the original check was not cashed, it will be voided and a new check will be issued and sent to the address 4101.
  
  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Customer Advocacy Group

   

   

   

  Customer Answer

  Date: 06/30/2023

   
  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. However I will refill this claim if I dont get the check soon. 
  
  Thank you. 
  

• Initial Complaint

  Date:06/28/2023

  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.

  Already paid for service its been over two weeks. Been trying to get a technician up here. Every time I call they tell me to do the same thing over and over with my modem and it dont work Ive asked and I asked and asked for a technician to schedule me a technician today they told me its gonna be another week for a technician can come up here to hook up my service and I dont understand why its gonna take three weeks something I already paid for upfront to get service or to get help with. I have two kids I do chemo and radiation five days a week and we live up on the top of a mountain with no nothing so we have no Internet. No phone nothing for three weeks now , so I need someone to help me with this matter because I have tried and tried and I cant get no answers. Nothing from nobody.

  Business Response

  Date: 06/29/2023

   June 29, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***********************************  In her complaint she states that after paying for her service, she still does not have service.  She also states that she was advised that it would be another week before a technician would be sent out for service order completion/resolution.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  Once review by our technical support team it was found that a technician completed the necessary programming repairs on June 22nd.  Service levels looks to be authenticating well as several devices were already found to be running on the internet service.  For the inconvenience, a credit/refund of $35 has been issued back to the card ending in ****0755.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************
  Executive Office Case Manage
  Brightspeed

   

• Initial Complaint

  Date:06/27/2023

  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.

  Failure to provide the services that are bill for. If I pay for a monthly service, I should receive that service all month long. I have repair orders in most every month. As a business I can NOT conduct business without phone and internet. I feel they should reimburse me for all of my down time, and fix this issue.

  Business Response

  Date: 07/03/2023

  July 3, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************  In the complaint ***** advised of paying for service and not receiving them all month long and was having issues conducting business.  *********************** also felt they should be reimbursed for any down time.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reviewed the account for the last year and found 3 repair dispatches.  The first was on 12/17/22 and it was repaired on 12/19/22, the next was 4/20/23 and repaired on 4/25/23, the last one found was the most recent from 6/26 and repaired on 6/29/23.  These three service incidents totaled about 12 days.  Due to the service inconvenience, I have issued an account service credit for $200 to cover more than the 12 days, effective today.  Regarding the most recent service issue, I found from the field leadership that a cable pair was replaced on 6/29 to resolve the issue.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely, 
  
  *************************
  Executive Office Case Manager
  Brightspeed