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:06/10/2023

  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.

  Centurylink bought out Brightspeed. They didn't send me a bill for three months. I called and canceled. They wouldn't take off any of the charges, none of the services worked. I got a second bill and I refused to open it. The bill $297.80; the second bill was $96.98 I wrote on the second bill : CANCEL, CANCEL.

  Business Response

  Date: 06/26/2023

  Brightspeed has completed a review of the complaint filed by ************************* regarding a recent billing issue. 
  
  Per the complaint received: CenturyLink bought out Brightspeed. They didn't send me a bill for three months. I called and canceled. They wouldn't take off any of the charges, and none of the services worked. I got a second bill and I refused to open it. The bill was $297.80; the second bill was $96.98 I wrote on the second bill to: CANCEL, CANCEL.
  
  Finding: The customer contacted ********************** requesting to disconnect service due to accruing late fees. The customer was advised late fees were accruing due to the payments not being received on time. The customer was offered one free month of service as a courtesy to retain the service. The customer agreed and the service remained active. The customer contacted ****************** on 4/13/23 stating she had not received a bill in several months and requested to cancel services. The agent offered to adjust two months of late fees however stated the charges were valid due to the customer did not call to state she was no longer using the service. 
  
  Records indicate the billing parameter was changed from paperless to paper invoice on 7/7/22. It has not been determined why the customer did not receive bills for the last several months. Please be advised that although a bill is not received, the customer is still responsible for payment of services. 
  
  The account was *************************** as of 5/23/23. As a courtesy, the final bill has been adjusted and the account updated to reflect a zero balance.

  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  

  Sincerely,
  
  ***************************
  Executive Office Case *********************************** ******************

  
  

  Customer Answer

  Date: 06/28/2023

   
  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. Thank you, I NEVER want to hear from this company AGAIN!!!
  

• Initial Complaint

  Date:06/09/2023

  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.

  Stalking, harrassment, illegal calls and messing with phone :Stalking , ** code : 14-277.3A, also section (2)

  Business Response

  Date: 06/19/2023

  I reached out to ****************************** on June 15th after she replied to my initial email asking for more details on how we can assist.  My second email asks for information on if they are a customer and account information due to not being able to find an account with her can be reach number, email or address provided.  Just waiting on her to try and assist.  Thank you in advance.

  Sincerely, 
  
  ***** (****) Uriarte 

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and I never received an email from them? I did however receive a phone call; and I specified to them of all the hacking and stalking calls received by owners of their phone system. I DO NOT have an account with them, and never did. I did not know of them at all until I began reporting some of the phone calls to Do Not Call Registry and NomoRobo. 

  I want legal action and monetary value for the stalking and harassment from their customers and from them. As I had reported, all calls have been reported to DNC registry and NomoRobo. They can look up the numbers on the reporting bureaus. And the stalking calls, ********* calls will immediately stop. Next step is ********************* And I've reported some the calls to them as well. 

   

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

  
  

• Initial Complaint

  Date:06/08/2023

  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.

  poor service, internet dead for days each year. mine just dead for 5 days .asked for speed increase still not got it. this a messed up bunch of people.I have called 7 or 8 times.. the state or goverment or ****** should force these people to improve their service and stop this downtime.

  Business Response

  Date: 06/23/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed and investigated.  When the case was received the account was reviewed and found that an upgrade order was placed on 5/28/23 and was due to complete on 6/1/23.  On 6/2/23 the order was reviewed after a call from the customer and found that the order had errored out in the programming system due to an area outage.  On 6/5/23 the customer received a credit for the outage time and the order was showing completed at that time.  The customer upgraded from ****** to ****** which is the fastest available speed for the customer's address.  When the case was received the service statistics were also reviewed, finding that the service was working at the 15Mbps speed and that the customer has 11 devices ************************ to the network with 9 devices being wireless.  A line test was performed to show that there were no line issues present and that the equipment being used inside the home was also receiving the full connection and provisioned speed.  It was found that the bandwidth utilization is high 6 out of 7 days which can cause some devices to run slower than others, especially on a wireless device.  After a full review of the account and the service, the service is working properly and at this time does not warrant a dispatch by a field tech.  

   

  We understand that the speed of the service is very important to customers and we are working daily at all options to provide the fastest speeds available to all customers.  We apologize for any inconvenience that the customer has experienced during this time and the delay in getting the speed upgraded.  The customer has been credited for the time the service was not working and if further assistance is needed, please reach out and let us know.

   

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

  Customer Answer

  Date: 06/23/2023

   
  I am rejecting this response because: the download speed is no different than in the past i have checked it before and it is always in the 8 to 9 download speed 

  before and after the (UPGRADE). i have checked it several times over the years sometimes way under 10 but never over, it is no different now. i use 1 computer and tv and a phone and the rest of the stuff is used about once a week.. 7 device is all i have hooked to internet. im not counting your modem.

  The speed is no different if you people cant provide the speed i am being charged for stop charging me for it .you people are full of s*** about everything you said no one else nearby me internet was down when you claimed a outage.I think u idiots turned mine off in the upgrade.

  i enclosed a picture of internet check speed. i checked it with everyones checker and its never been over 9 .before or after the upgrade.

  The bottom line is give me what i am paying for or change the price back!!!!!!!  theres a reason you peoples reviews are so bad and this is a good example.

  IF YOU DONT GET THE PROBLEM TOOK CARE OF I AM GOING TO STOP THE **** PAY. DO U UNDERSTAND THAT??? 

  no matter what you claim the speed is no different here.

  
  

  Business Response

  Date: 07/03/2023

  Good morning,

  After the previous email, a dispatch ticket was created and a tech was dispatched to the field on 6/27/23.  A line that was showing deterioration was repaired/replaced so that the service will continue to work properly.  After the job was completed, multiple reviews of the statistics have been performed and the service is working at the purchased speed of 15Mbps.  A courtesy credit has been issued on the account.  No other actions are needed at this time.

   

  Thank you,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:06/07/2023

  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 service with Brightspeed three times, yet they will not cancel it. I am still getting billed. The first time I canceled was last fall (I can't remember exactly, but I think it was around November). They never canceled it, and never gave me instructions on how to return the equipment. I canceled again in February of this year, and then again in March. I explained that I had no way to return the equipment because they only allow for *** delivery and there is no way for me to get to a *** store. I finally mailed the modem back to the address they gave me for a *** return and it was signed for. They are still billing me monthly for the service. All I want from them is for them to shut off my service and credit my bill for the returned modem and the last five months of service since the second time I requested the cancellation in February.

  Business Response

  Date: 06/19/2023

  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  The ******************* removed the web hanger from the account and cancelled the account.  A credit was issued for the balance. 
  
  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: 06/20/2023

   
  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:06/06/2023

  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 requested to have my internet connection cancelled around July of 2022, and paid the last bill I received of around $200. I got a bill for over $700 today and I when I talked to a csr, all they did was say they can disconnect it on the 25th of this month and bill me thru then. They say they don't have a request for disconnection on my account at all. I requested it because I moved and have not used or wanted their service since.

  Business Response

  Date: 06/14/2023

  Good day, 

  In review of CenturyLink and Brightspeed account for *******************, there are no account notations or call activity that could be located to request disconnect of internet service.  The account notations indicate contact with Brightspeed **************** on February 8, 2023 notes customer made contact to dispute the $500 bill for cancelled service for over 6 months. Account indicates ************ disengaged and verification was not completed, Agent was unable to proceed with account assistance.  The last payment was applied on July 4, 2022 in the amount of $205.59.  The account will finalize as of June 25, 2023.  The balance will be adjusted after June 25, 2023.  ************ should make contact with Brightspeed **************** by calling **************.

  We apologize for any inconvenience experienced.

  Thank you,

  Brightspeed Customer Advocacy Group

   

   

   

   

• Initial Complaint

  Date:06/05/2023

  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.

  We have received several invoices from Brightspeed; but have no idea what service they are billing for since our internet, phone, etc is through Spectrum. I have reached out to ask and have not received the information. They want a number to call; however, I simply don't have time to get on the phone to discuss.. nothing to discuss. I want to know what the bill is for -because I believe we don't owe it but it keeps getting sent and increasing so I have to address it.

  Business Response

  Date: 06/12/2023

  Please be advised that this case has been escalated to the Brightspeed business escalation team to investigate. We will provide an update as soon as possible.

  Thank you,
  

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

   

• Initial Complaint

  Date:06/02/2023

  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.

  I have called them multiple times and cannot get anyone to disconnect my service. I have been told I am dialing the wrong number but am dialing the same number they tell me to dial! I need to disconnect my service as of 06/02/2023

  Business Response

  Date: 06/02/2023

  Please be advised that prior to receiving the BBB request, the customer engaged the ****************** ************* team and this matter has already been addressed and the service disconnected.

  Thank you,

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

   

  Customer Answer

  Date: 06/05/2023

   
  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:06/02/2023

  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.

  Ive been on the phone with Brightspeed customer service for over a week, concerning my service at my vacation home located in ********** **. The 1st technician I spoke with stated that I would receive a new modem overnight, but didnt receive it until today, and yet I still have no service. No one can tell me what the problem is and theyre yet to send out a technician to access the problem. Im so frustrated right now that if I could I would definitely be in my car waiting at the corporate office when the doors. Ive never ever experienced anything such as this in my life. How is that you pay for services that youre not receiving. This company should be brought up on charges for failing to comply with government regulations. They should not be allowed to operate in any state whatsoever. I will be moving forward with contact my attorney first thing tomorrow morning. And I dont make idle threats, I carry them out.

  Business Response

  Date: 06/12/2023

  Report This Email
  
  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, the customer placed a trouble ticket on 6/2/2023 at 1:15am.  The trouble ticket was closed on 6/2/2023 2:54 PM, drop was bad, a new temp was placed and verified by the customer.
  
  Thank you for allowing ****************** the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  
  Sincerely, 
                                                                               
  ***********************
  Case Manager
  *********************** `
  

• Initial Complaint

  Date:06/02/2023

  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&#**;ve had internet service with the company before it was taken over by Bright Speed, and pay $143.20 per month. My credit card was hijacked and I got a new card on 4/28/23. On that same day I called Bright Speed to give them my new credit card information. On 5/27/23 I noticed I didn&#**;t have internet. On 5/30/23 I called customer service and was told I would have service by the June 1rst. Yesterday I still didn&#**;t have service. I called customer service back and was told I would have service by 6/5/23. I was also given three different account numbers when I spoke different customer service representatives, which is very confusing.

  Business Response

  Date: 06/19/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  The customer's account has been corrected.  The customer's original account was *************************** in error and a new account was created.  This caused the customer to not be able to access the internet.  A tech specialist contacted the customer and was able to get the service back up and working.  After the customer was online, a request was made to active the old account, since it should not have been disconnected.  The order was placed on 6/15/23 and completed the same day.  The new account was also cancelled since the old account was reactivated.  Credits were issued on the old account when it was disconnected in error and credits were issued on the new account so that the customer would not have any billed charges.  *********** is working and the customer has confirmed.

   

  We apologize for any inconvenience that this has had on the customer and we appreciate you sending us the information in order for us to resolve the issues quickly.  If you have any questions or need further assistance, please let us know.

   

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

  Customer Answer

  Date: 09/19/2023

   
  I am rejecting this response because: See Attachments
  
  

  Business Response

  Date: 09/26/2023

  Good afternoon,

  The customer's balance on the new account that had been created has been credited in full.  The customer still has an active account ending in **** that has active service and a balance due for services, however the new account that was created and then closed had an equipment charge that was processed.  That charge along with the taxes and fees have now been removed and cleared.  The balance is zero and the customer does not have a balance on that account.  This matter is closed.

  Sincerely,

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

  Analyst II

  Brightspeed

• Initial Complaint

  Date:06/02/2023

  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.

  In April 2022 I was trying to switch internet providers from Centurylink/Brightspeed to another company. For months I called and waited sometimes for over an hour on their cancellation phone number which I never was able to talk to someone or was disconnected. I proceeded to move on to the other company and was still making payments on a service I was not using from Centurylink. I eventually was able to talk to a person about closing my account through a series of transfers when I called their new account number. Throughout the transfers I talked to a person that seemed to be an account retention specialist who offered to upgrade the *** service from 7mbs to 10mbs. My original service was for the 10mbs so I had been paying for the "upgraded" service and receiving slower speeds for several years. I declined any more service or promotions was transferred to the cancellation department. At the time of cancellation I was told I was to be charged to the end of a billing cycle but internet was cut off immediately. After cancellation I was still making payments when I noticed my account balance had been zeroed out with no amount due. Shortly after I was unable to even access the account as it showed unavailable. I now have a collection agency mailing me from an account I can't even pay. Seems like a retaliatory tactic to customers who want to move on to a better servicing company. The bait and switch with paying for a service I was not receiving seems criminal and only being able to cancel by a phone number that isn't monitored or it's intentionally ignored is obvious that it is made to be as hard as possible to cancel.

  Business Response

  Date: 06/07/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***********************************.  ********************** states claims of trying to contact us for months to disconnect his service to move service providers.  ********************** also states that he could not get a hold of anyone to be able to cancel the service and that he continued to make payments until the account was cancelled on August 10, 2022.  ********************** mentioned that he was offered an upgrade to 10m and beleives that he had the 10m service all along.
  
  Brightspeed regrets any inconvenience that *** have been experienced regarding ********************** trying to cancel the account.  Once researched, the last found contact from ********************** with Brightspeed was on March 31st with our repair department, then again on July 14, 2022, to cancel the service.  We understand that holds times *** be long at times, but this is due to us tending to our customers and not because the lines are not tended to as ********************** explained in his complaint.  Regarding the continued payments, from March 11, 2022, to August 11, 2022, we continued to bill as normal, and no payments were received until August 14th and 30th.  We received two payments totaling $75.  After that we received two more payments, $40 on Sept 28th and $40 on Oct 31st.  The average monthly cost was about $114 per month plus some late fees due to lack of payments received.  
  
  The Dec 11th statement is when the account was zeroed out and the final charges of $320.50 were sent to the collection's agency, ****************************, after the 4 payments that were received following the disconnection of the account (requested 7/14, completed on 8/10).  Any payments to resolve this billing issue, would need to be made to the collection agency.
  
  Finally, regarding the purchased speed, as the billing statements will show, the account was being billed for our 8m service from the beginning of the account not the 10m as thought by ***********************
  
  Brightspeed acknowledges the customers' concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  
  Sincerely, 
  
  *************************