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:06/26/2023

  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.

  We contacted the company to set up service. The company never showed up. They lied about coming out the following day. They proceeded to cancel our order without our knowledge. This is the only service provider in the area. They never called back. We called several times to be passed from customer service agent to agent. No one has yet to contact us or set up service. They also tried to convince us that they were providing us with fiber when we know it is t even installed in our part of the neighborhood yet. They wanted to over charge us money for non existing service. The people were rude nothing has been resolved.

  Business Response

  Date: 06/28/2023

  June 28, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************. In her complaint ****************** state claims that Brightspeed came out to install her internet service and did not finish the job. The Brightspeed technician was able to get the install completed on 6/28/23. Due to the delay in the installation Brightspeed has credited **************** account one full month of service; equaling $55.00.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:06/26/2023

  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.

  Yes this is the resident (FOR 7.5 YEARS) of 204 sycamore Dr ********************* and I have been having problems with bright speed wifi internet. THEY are trying to get me to add things on my bill in order to get high speed internet (WHICH I AM ALREADY PAYING FOR) AND TO TOP THAT OFF THEY ARE GOING TO ADD MONEY ON THE **** AND THEY SAID I SHOULD HAVE GOTTEN THE ***** THE NEXT DAY IT NEVER CAME. But I'm pretty sure they are going to put it on my bill. So I'll be writing again when that happens. They are saying we have devices connected when we do not and the three devices that are connected get no more than two bars we have no type of high speed internet that we are paying for and been paying for in are home. Could you plz resolve my issue because we been here over 7 years and I know they are new but I'm paying my hard earned money so I need my network to not say unstable connection and stop buffing every 15 minutes into a show. And kick me off my game I paid over 700 dollars for because it says unstable connection. If they have to repair I'm pretty sure they have the technicians to do just that I'm about to be a homeowner next so I would like for things to be right around my home so my kids are comfortable and they are unsettled now THANKS #THANKSBBB.ORG YOU ALWAYS HELP ME.

  Business Response

  Date: 07/13/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed and investigated.  Upon reception of the case, the account was reviewed and found to have multiple devices connected both wired and wireless devices.  The bandwidth usage was also reviewed and found 7 out of 7 days the usage was high and at the threshold.  The speed of the service is working properly and there were no line issues detected.  An email was sent to the repair escalation team for review and the specialist attempted multiple times over the course of several days to reach the customer by phone and email however no response was provided and the voicemail box was full so no new messages could be left for the customer.  Due to no response, the case is being closed.  No tickets have been issued and no issues have been found.

   

  We apologize for any inconvenience that the customer is having.  If you have any questions or need further assistance, please let us know.

   

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:06/26/2023

  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.

  When Brightspeed replaced Century Link they put a block on my international calling features. I have family in another ***************) and have been unable to make calls to my family. My long distance carrier was blocked.

  Business Response

  Date: 07/10/2023

  Response to the customers concern
  
  The customer stated that their International Long Distance does not work.
  A review of the account shows that the customer does not have ****************** for their ************************************ This was true when she was a Lumen customer as well. The company shows on each of her bills at Will/Tell and the customer confirmed it was Tulluride. She was not sure of the spelling.
  There have been no orders to change the only order to change the international long distance plan was created on 6/28/2023. She confirmed that she can now make calls to her relatives in Europe.
  I confirmed that she was aware of the cost of the plan is $13.95 per month plus .14 cents per minute.
  The customer said she may have a credit coming back to her from the other long distance company and would need to discuss that with them.
  She is happy with the new plan with Brightspeed. 

• Initial Complaint

  Date:06/23/2023

  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 has been an ongoing problem but June 23, 2023 was very bad. Brightspeed is not stable. It keeps going off and on - almost like blinking. I mainly work from home so this is a major problem. The internet service is especially poor when it rains. We have had technicians come out and work on our service before. Today when I called I got a "technician" with a very thick accent. I asked her to please get someone else and she would not. I asked her to speak slower and she would not. I could not understand her and when I asked her to send out a repair person she wanted me to pay for the service call. This is their problem - the repair men have told me in the past when they came out that the problem was due to Brightspeed. Their internet service is very poor, their "help desk" is a complete joke and then to demand payment for their neglangance was the last straw.

  Business Response

  Date: 06/29/2023

  Good afternoon, 

  Brightspeed Repair has been monitoring this customer's line for issues as the first few days there was no trouble found. The previous trouble ticket completed March 2023 the technician transferred pair. After monitoring the line, if trouble is identified, a technician dispatch will be scheduled.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Executive Team

   

   

   

• Initial Complaint

  Date:06/23/2023

  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 about internet going out **** 15,2023. They set up tech for **** 20,2023, and stated someone over 18 had to be here or we would be charged a ***** service fee. Stayed home from work because appt stated 8 - 5. They were checking lines inside and outside of home plus router. No tech showed. Numerous calls and chats and another appt scheduled **** 22,2023, 8 - 5.. no tech showed up. More calls and chats and no answer for a tech to come. 2 days of waiting for tech. We are now without service for a week, 2 scheduled appts with no one showing up. But of course everything had been expedited. Which is not true. 2 days of missed work to be here for a tech that never showed up. Beyond frustrating, terrible customer service, terrible company for blatantly lying to customers about tech appointments. Of course we carry the extra insurance for all equipment and lines in the house, but what is the point if you cant get anyone to fix it? Looking for new internet providers tomorrow!

  Business Response

  Date: 06/26/2023

  June 26, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************. In his complaint **************** states claims that he had two repair appointments missed by Brightspeed. In our research we show two tickets dated for 6/20/23 and 6/22/23. In our review these tickets were created but,unfortunately, never flowed over to our dispatch system to have a technician come out. Brightspeed sincerely apologizes for the missed appointments and inconvenience this *** have caused to ****************. We are willing to send another technician out, at no cost, to the customer to repair services. At this time, **************** has decided to disconnect his Brightspeed service. Due to the missed appointments and issues with service ****************** Brightspeed account has been credited a full month of service at $65.05.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ****************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:06/23/2023

  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.

  WE HAVE HIGH SPEED INTERNET WITHIN 10 MILES OF OUR LOCATION. CENTURYLINK SAYS WE HAVE BRIGHTSPEED AND BRIGHTSPEED SAYS WE HAVE CENTURYLINK. SINCE BRIGHTSPEED TOOK OVER IN OCTOBER OF 2022 OUR SERVICE HAS GOTTEN PROGRESSIVELY WORSE AND THE **** GOES HIGHER. EACH PHONE CALL TO THEM TO COMPLAIN RESULTS IN "SORRY BUT NOT IN YOUR AREA." I AM SELF EMPLOYED AND HAVE BEEN FOR 15 YEARS. I DEPEND ON THE INTERNET FOR MY INCOME. THE LAST REPAIR TICKET I PUT IN RESULTED IN 6 WEEK WAIT TIME FOR REPAIR. WE DO NOT HAVE ANY OTHER OPTION HERE. WE DO NOT HAVE AN ENERGY CO-OP AT OUR ADDRESS TO GET THE SERVICE IN A MORE TIMELY MANNER. MY NEIGHBORS TELL ME...IF YOU HAD ********* YOU WOULD GET HIGH SPEED. MY COMPLAINT IS EVERYWHERE AROUND ** IS GETTING HIGH SPEED INTERNET BUT NOT ***********. AS I MENTIONED, ****************. HAS IT AND THEY ARE WITHIN 10 MILES OF MY HOUSE. I DON'T WANT TO BE THE ONLY COUNTY IN ******** TO NOT HAVE HIGH SPEED AS PROMISED BY PRESIDENT ***** BECAUSE THE ***** RAN OUT OR THEY SAY IT ISN'T WORTH IT BECAUSE THERE IS NO NEW CONSTRUCTION HERE. THERE WILL NEVER BE NEW CONSTRUCTION HERE. I AM REACHING OUT TO YOU AS MY FINAL HOPE.

  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 there is High speed internet about 10 miles away and that since Brightspeed took over that her service has gotten worse, and the monthly amount keeps going up.  ******************* reached out looking for service availability.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  I reached out to the area planners and field supervisors for service availability review.  I regret to inform that there are no current plans to upgrade the area.  Regarding the service issues, I found only two repair service dispatches since July of 2022,the second one being February of this year.  Although we understand that the current speed isnt desirable, it shows to be authenticating well.  I also reviewed the pricing per the concern,the billing since October of 2022, when Brightspeed took over to the present has been the same.  No billing changes were found.  Our engineers and area planners will continue to evaluate areas for service expansion and will advise our customer if and when service upgrades become available.  Again, my sincere apologies for any inconvenience.
  
  Sincerely,
  
  *************************
  Executive Office Case Manager
  Brightspeed 

  Customer Answer

  Date: 09/29/2023

   
  I am rejecting this response because:
  

  I requested this help a while back. I received a response that there were no plans to expand in my area. The guy from ******* told me he could see around my house through your app or whatever you use and the fiber optic availability was here. within a mile of my home. I am self employed and need high speed internet. Century link was faster before brightspeed took over. The service now rivals dial up. I cannot use brightspeed because it takes me 10 minutes to access even centurylink/brightspeeds sight. I am paying for a service that has worsened when brightspeed took over. It is advertised, as was centurylink was years ago, as being available in my area. Just not at my house. I had to continue to reach out to centurylink before I was able to get service on their extended network. NO OTHER internet provider is available here except brightspeed. I have no other options and have been a customer for over 27 years and this is how long term customers are treated! I am self employed and work from my home and have for over 15 years. Century Link was three times faster before the aquisition by brightspeed. I want the access to fiber optic high speed internet. Everyone around me says how great it is for $50 a month. They said if I belonged to a co-op I would have it by now.

  Business Response

  Date: 10/02/2023

  Good morning, 
  

  First, I would like to apologize for any inconvenience.  I'm not sure who the person is from ******* that you spoke with was that advised you that ************* was available to you.  I reached out to the area leadership and area planners which are the people that would be able to identify if in fact we can provide you with service.  As previously mentioned, we have no current plans to upgrade to Fiber and unfortunately cannot provide your residence with ************* at this time.  You also currently have the fastest speed we can provide.  I confirmed once again for you.  
  
  As far as the service goes, the service speeds have not changed, you still have the same 512 Kbps that you had before the transition to Brightspeed.  What I was able to find is that the current bandwidth is being over utilized at times, which can affect your service usage.  For example, per our records, the service has been overutilized 4 of the past 7 days.  We understand that the current speed is not ideal for your needs, but when a device is not in use, it should be turned off or even unplugged.  
  
  Ex:
  
  On 10/1 Device name (***) used 56% of the 512 Kbps, that leaves little to no service for any other devices.  Device Margies laptop used 23%.
  
  On 9/30 Device name (***) again, used about 61% of the 512 Kbps, leaving about 26% for device name (DCD).
  
  These are just some examples of the usage.  Again, we understand that the speed is not the greatest, but it is the only service that we currently have.  Again, my sincere apologies for the any inconvenience.
  
  
  Sincerely, 
  
  *************************
  Executive Office Case Manager
  Brightspeed

  Customer Answer

  Date: 10/04/2023

   
  I am rejecting this response because: I personally have seen the cable installed less than 1 mile from my house. I have personally been to my clients' house who told me they were getting fiber optic in November this year. Again less than 5 miles from my house. The school, which is less than 1 mile from my house has fiber optic. the advertisements we continually get say "now available in your area." you can ask any one around here who is stuck with brightspeed will tell you it is 100 times worse than when centurytel had it. Just fix our service here. The cable and trucks have been up and down our road installing fiber optic cable. It is not our fault that we are not on a sac osage coop for our service. It has never been available to us....still 5 miles down the road. The fiber optic is here within a mile of my home. Why stop and not complete the circuit so to speak? It is infuriating to get the same answer...in essence...***** to be you!. But, contrary to what we hear from the president and all the ads we receive saying brightspeed is available, who do we next go to to receive the service we need. I am self employed and have been for over 30 years. I say, just send someone to our house to experience the joy of brightspeed internet. It rivals dial up. I keep being told that unless there is new construction, no new service will be here. THERE WILL NEVER BE NEW CONSTRUCTION. The old folks die and houses get sold and new people use internet whereas before no one hardly used it because they were old. The service needs to be fixed. I just ran a speed test. download .38 and upload .21. I've got 2 tiny bars on the centurylink signal triangle. I need to know who I can go to above you guys to get the service that is staring us in the face less than 1 mile from me.

  
  

  Business Response

  Date: 10/04/2023

  Good morning, 
  
  Regarding your rejection letter, I completely understand your frustrations.  ************* is affected by distance.  The further you are from our facilities, the more likely it is that you may not be able to have it.  I understand that our service may be used 1 to 5 miles from your residence, but a neighbor next door, or across the street can have Fiber and at times, you may not due to the distance.  Mail drops unfortunately are sometimes sent out by zip code and not by exact address which is why you may be getting advertisement emails.  You mention that you keep seeing our trucks and technicians going back and forth in your area, although I cannot confirm, this may be a good thing for you and your neighbors as we are always looking to expand our service areas.  I cannot provide an ETA as to if and when Fiber may become available as we are not wanting to over promise and under deliver.  In my initial response back in June, I advised that I reached out to the area leadership and area planners for confirmation, and like then, I do apologize but it is still currently the same news.  You also mentioned that the service needs to be fixed, I ran a service test, and the current service is authenticating well (93%), but the speeds that you currently have do not support many devices.  
  
  Our current records show that the service was over utilized 6 of the past 7 days.
  
  Ex: Current speed is .512k
  
  10/4 - Device name (***) used 80% of the current speed, not leaving much for anything else.
  
  10/3 - Device name ************ used 60% of the current speed.
  
  These are just come examples of the usage.  Again, I completely understand your frustrations.  I know you are wanting to escalate to someone that can assist, I reached out to the departments that could assist and confirm as they did that the service is not available to you at this point.  Again, my sincere apologies for the inconvenience.  I hope this information helps.
  
  Sincerely, 

• Initial Complaint

  Date:06/21/2023

  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 Centurylink to cancel my service in December 2022. The service was extremely poor with numerous dropped calls on cellphone and dropped internet service to the tv. This was the entire time that I had Centurylink. (2018, I believe and once before), as Im in the country so internet services have been minimal to choose from. It was when I was canceling my service with Centurylink that I was told that it was no longer in service and CenturyLink was closing or going out of business. I was given the opportunity to look into ************. I decided to go with them, as I was told they were much better. I sent to you my latest ************ Bill dated this month 2023, and please note it June 2023, and not a Centurylink bill, as they now insist. As Im chatting with Bight Speed on the ** messenger, I was told that I wasnt a ************ customer and was a ******************** client. They said that I cancelled my ************ services. I did not cancel then, nor never until last week. I did not go back to Centurylink. I cancelled their services. I cancelled them and went with ************ in Jan 2023. Last week, I called ************ to cancel their service, as it was as bad as Centurylink. I was showed over the phone where ************ was cancelled in Jan 2023. I said this before. I never cancelled ************. Meanwhile, this month, I received a ************ bill. Its included in the pictures sent to you. But, according to them, I dont have a ************ account, yet I have paid them monthly since Jan 2023. I have ordered my electric companies internet service that will be installed on the 29Th of June. Meanwhile, ************ and Centurylink are doing illegal things such as what they did to me. I know that the BBB doesnt do legal work, but you should know they are the same company, so it seems, and are moving customers without customer knowledge, and they are untruthful in doing so. Their internet service is poor in my area. Thank you for any assistance. Sincerely, *****************************

  Business Response

  Date: 07/07/2023

  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to records on the account, the customer has not contacted ****************** to ************************* the service.  The customer contacted Brightsopeed on 6/219/2023 she was advised the service was working and there was not an order to disconnect the service. The associate also notated the account that the internet service had been used. 
  
  The last time the account was accessed was on 7/11/2023 to check on a payment.  The payments have been made each month.  If the customer wants to ************************* the service,she needs to contact customer service at **************.
  
  
  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,                                                                              
  ***********************
  Case Manager
  ***********************

  Customer Answer

  Date: 07/10/2023

   
  I am rejecting this response because:
  This company erased all communication from me to Brightspeed/centurylink 

  They are untrustworthy and untruthful. No, I dont accept. 
  

  **************************;

   

• Initial Complaint

  Date:06/21/2023

  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.

  I have not been able to contact this company to make a change in my payment method. I sign in to the website, click on update autopay and it goes back to sign in. I have been trying this morning to reach customer service foralmost 3 hours. Then I was sent to a website "Just answer" who would have charged me to get an answer from my iwn internet company, "Brightspeed"!I hung up on that call but they will pribably try to charge me for "helping with my problem "

  Business Response

  Date: 07/07/2023

  Good day,

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  The customer was successfully able to update their Autopay information with a live agent on 6/21/23 and a one-time payment was also made at that time.  We apologize that the customer was having issues getting this information updated.  We are happy to see that everything was resolved the same day the complaint was filed.  If you have any questions or need further assistance, please let us know.

   

  Sincerely,

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

  Analyst II

  Brightspeed

  Customer Answer

  Date: 07/08/2023

   
  I am rejecting this response because:
  Iaskeded your customer service person how to update my paying method. She said "I will refer you to someone who can help you"

  The next voice came from someone at the web site, "Just answer"

  Just Answer charges $25 for giving an answer.

  Why couldn't your own customer service my question?

  Business Response

  Date: 07/19/2023

  Good afternoon,

  Thank you again for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  We apologize for the confusion on setting the Autopay back up for the customer.  On 6/21/23 the customer contacted customer service and at that time, a one-time payment was taken for the customer and at the same time, the agent submitted the customer's payment to be set up on Autopay.  After reviewing the account, the customer's most recent payment of ***** was successfully made on 7/17/23 with the recurring payment information that had been submitted.  The account is showing that the payment method is set up with Autopay and with a Credit Card.  The payment system has been reviewed and shows that the Autopay is active and the monthly payment will be made on the scheduled due date each month.  The customer does not need to do anything further for the Autopay to take effect, as it is already in an active status.

   

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

   

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:06/21/2023

  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 had internet speed issues starting on 6 12 23. I opened a help ticket and had a tech dispatched to my house. On 6 20 23 my tech (******) called me at **** AM and stated that he would not come to my house and the issue was on their side. He then stated it should be fixed within the hour. I never got a call back, so I called the number back at 356PM. He stated that it was fixed and closed my ticket. I then got an automated message asking if the problem was fixed. when I typed no i then was directed to an agent through text message. the agent then started from the beginning and said the ticket was closed and stopped all communication. I have the text stream and phone conversation recordings if needed.

  Business Response

  Date: 06/21/2023

  Kisis,
  Below is the response to the customers concern.
  
  The customer stated that their internet service was not working.
  Ticket ID Number ******* was opened on 6/16/2023 with a due date of 6/2023.
  The technician arrived as scheduled and found that their was a weather damaged section of cable that was causing the problems.
  All systems show that the service has been restored.
  An out of service credit of $22.50. has been applied to the account.
  
  Thank You,

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

  Customer Answer

  Date: 06/24/2023

   
  I am rejecting this response because:
  My internet has not been fixed.  It was stable for 24 hours and went right back to not working. Through my modem it stats the the line status is poor. If you would have sent the tech in the first place you would already know this.  This is ridiculous, the only way to get some help is to use a platform like this. All I want is to have stable high-speed internet that I pay for. 

  Business Response

  Date: 06/26/2023

  Response to the customers case.
  
  The customer currently has 4meg speed of internet and wants to get fiber at their location.
  I spoke with ******************** and he agreed that I can get with him on Wednesday , June  28,2023 after I double check with engineering. 

  Customer Answer

  Date: 06/27/2023

   
  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. 
  

  Customer Answer

  Date: 07/03/2023

   
  I am rejecting this response because:
  I previously issued a complaint on Jun 20, 2023, concerning my internet. as a response A Bright speed member stated that I currently have 4 *** and that she talked to her supervisor and they agreed that I wanted a higher speed (be that fiber, cable, or DSL) she also stated that they would talk to engineering. I have not heard from bright speed and my internet is still broken. It continues to disconnect every 10 minutes and then reestablishes connection. I am now in a worse place then when I reported slow internet. I am unable to use it. I would like to have a tech come out and fix it, I would also like to have Bright speed contact me as they stated.
  

  Business Response

  Date: 07/12/2023

  Response to the customers concern.
  
  The customer stated that their internet was cutting in and out.
  
  We have checked all systems and we are delivering the purchased rate of speed to the customers modem. This is the maximum amount of internet speed that we can provide at this address.  There have been no drops showing since the service has been repaired.
  
  This customer is in a state of Over Utilization for their Wifi Network. What this means is that they have too many wireless devices connected to their home Wifi Network. Currently the customer has 20 devices ************************ to the router. At least two of these devices are additional routers. We can see what is connected to our equipment, but not what is trying to be run on those routers.
  
  We are providing the customer the service that he is paying for consistently. The amount of devices the customer is attempting to use is causing his drops in service.
  
  Thank You,
  
  *******************
  PUC Analyst II
  Brightspeed

  Customer Answer

  Date: 07/12/2023

   
  I am rejecting this response because:
  This business does not care nor listen. I had to call another work order to fix the underground wire from the street to my house. In witch I had to pay 40 dollars.  There is still a issue with the line. It stats that it is marginal to poor. I need bright speed to fix your issues. Also I'm not stupid 20 devices are not all connected and downloading at the same time, witch would cause lag in data transfer if they were. In closing there is a fiber connection running throughout the power line why is it not able to be hook up at my house. It is lilleraly on the same line as the "high speed" internet im receiving. By the way this is now my second time taking off work to fix this issue who do I send my bill to?

  Business Response

  Date: 07/19/2023

  Below is the response to the callers original concern.

  
  The customer stated that they were having trouble with their internet.
  We have dispatched technicians recently and the service has been repaired.
  Currently the customer is receiving the over 100% of the internet speed that they are paying for.
  This is the fastest speed available at this address.
  Currently there is not any fiber available at this address.
  The customer did receive a credit for the loss of usage of his service. 

• Initial Complaint

  Date:06/20/2023

  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 received a bill from this company for over $800. As I had never heard of them before, it was a shock. They said they were my internet provider, which was not true. After spending all afternoon on the phone with them and them telling me that the bill would be removed and my internet service cancelled (though how they could cancel it without ever having provided it is beyond me) they said they would cancel the account. They then sent me an email thanking me for signing up with Brightspeed (which I did not do!) and an estimated bill for future use. I did not authorize this change, and did not ask for any changes to be made to my internet. According to the company they were supposed to cancel the service as of June 22, 2023 and nothing further was to be done. I went online this morning to find that changes had been made to my internet and that they had sent the above mentioned email to the effect that I had signed up for an account. I believe that this was a scam, and unfortunately, I was foolish enough to fall for it. I would just like to make sure that they are out of my computer and are not going to try and charge me for something I have not signed up for and have no intention of ever using. Thank you for your help in advance!

  Business Response

  Date: 06/28/2023

  Good day,

  The following information is provided in response to complaint filed by **********************************  The Brightspeed account is scheduled for disconnection at the end of the billing cycle.  The Brightspeed account will be reviewed for any credits that *** be applied.  Any questions related to CenturyLink/Lumen charges will need to be routed directly to CenturyLink/Lumen to handling.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Executive Team

   

   

  Customer Answer

  Date: 06/29/2023

   
  I am rejecting this response because:
  When I last spoke with Candy from the Brightspeed team I was assured that this account would be closed and the amount they said I owed was to be cancelled out.  ***** told me that the response she sent to the BBB would reflect that statement.  This letter does not reflect that.  Can you please send the proper documentation that shows Brighspeed will drop these charges?  Thank you, *********************************

   

  Business Response

  Date: 06/30/2023

  Good afternoon,

  Once the billing is finalized, credit will be applied.  I also advised that the final billing within 1-2 billing cycles will indicate that credit was applied as confirmation. ************************ confirmed she is receiving paper statements.

  Thank you,

  Brightspeed

   

   

  Customer Answer

  Date: 07/01/2023

   
  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.