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:05/15/2023

  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 used Brightspeed ******** services for a residence I stayed at from 11/2022 to 2/2022. After moving from the residence I paid the last bill in 4/2022 and cancelled the service. I maintained internet service with Brightspeed for two other residences until 10/2022. Upon cancelling the service on the other two residences I was informed I had an outstanding bill for the previous residence that I had cancelled services at seven months prior. I contested the bill and Brightspeed stated they would initiate an investigation into the matter. I was contacted one time regarding the matter and was asked to summarize my side of the story. After which the representative said they would continue to look into the issue. I never heard anything else in regards to the matter until I received a call on 5/12/23 from a third party debt collection agency asking for me to pay the balance owed on my Brightspeed account. I immediately called Brightspeed and spent a sizable portion of my day attempting to figure out why I was never notified about the resolution of the investigation. I was given several pieces of inaccurate information in regards to contacting the Brightspeed ********************** which cannot be done as there is no direct number for that department. I was also told that someone would call me that day to resolve the issue which never happened either. I called Brightspeed again that evening and the amount was reduced from approximately $380 to $160. I do not feel that I should have to pay this amount as I cancelled services at this location. They say they do not have record of it, but Century Link transitioned to Brightspeed during this time so records could have been lost. Additionally, when I completely cancelled my services in October I was erroneously charged. A refund was issued, but it was due to a computer system error and this is the same computer system they are saying does not have record of my cancellation. Thank you for looking into the issue.

  Business Response

  Date: 05/22/2023

  Good day,

  This is a duplicate complaint. The previously complaint details, "e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********." I spoke with ******************** and will submit response via initial case complaint #********.

  Thank you,

  Kandi

   

  
  
  

   

  Business Response

  Date: 05/23/2023

  Subject You have a New Message from BBB Serving ***************** and Western ****, Consumer Complaint #********
  Description Company: Brightspeed
  Consumer: ****************************
  
  This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.
  
  Please click on the link below to access BBB's *************************** System to read this message.
  
  Go to: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  Enter Code: 54607503-54FE5
  
  

• Initial Complaint

  Date:05/12/2023

  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 canceled service at 3 different times and continue to get harassed with bills that are past all 3 cancellations.

  Business Response

  Date: 05/17/2023

  Good day,

  Account records indicate the last payment was applied on October 3, 2022 in the amount of $45.00.  The account records do not indicate the disconnection of account was requested.  Per ************** stated he  attempted to make contact to request disconnection.  Two calls were located one on Saturday, November 12, 2022, automated system indicated being a Saturday, he was calling after hours and on November 14, 2022 external disconnection of call.  The phone number that was entered in the automated system is ************, that number is not valid as it appears to be a non-Brightspeed number.  The next call placed to Brightspeed was on March 11, 2023 customer referred to **************** and on April 21, 2023 customer spoke with Agent that applied ******************* in the amount of $189.00.  

  On May 17, 2023, after review of the account and call review, I applied credit in the amount of $252.00.  The account is paid in full, and no further balance is due.  The final invoice will generate on June 9, 2023 as confirmation of adjusted balance.  
  We apologize for any inconvenience experienced. 
  

  Thank you,

  Kandi G

   

• Initial Complaint

  Date:05/12/2023

  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 company made me purchase a new computer modem to work with their system for $200. The modem has some type of security on it that blocks websites that I need every day to operate my business. I have lost thousands of dollars in business because I am unable to override their security to view a website I know is safe.I have had to travel every day to use other people's wifi just to open necessary websites (like ****** analytics).. after spending $200 on a modem I did not want and did not need. I have spent more than 4 hours on the phone and in chats. The resolution I want is FIX THE PROBLEM. REMOVE THE SECURITY ON MY MODEM. DO NOT keep me on the phone for another 4 hours. Just fix it.

  Business Response

  Date: 05/24/2023

  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complain that has been submitted by ***** Lower.  In the complaint, customer ***** Lower advised of a new modem that was purchased and due to the security features from the modem, certain needed websites were not accessible.  ***** Lower was also upset due to the time spent on the phone trying to get the issue resolved.
  
  Brightspeed regrets any inconvenience that *** have been experienced.  Our technical support team was able to contact the customer to review.  I was found that due to the modem blocking, the customer couldnt reach ****** analytics sites.  The cyber security feature was disabled in the modem and not the customer is able to reach the sites in question.  Customer also confirmed with our technical support team.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/11/2023

  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.

  My name is ************************* I am writing in regards to a service provided to my business Sawmill ********************* Beginning 5/8/23 we noticed that our phone lines were not working. After several failed attempts to make contact with our phone service provider Brightspeed, we were finally able to get a work ticket in for a technician to come out. There has been no communication from Brightspeed about the issues, no notification that there is an issue in the area or when we can expect the problem to be fixed. This area wide problem is crippling to small businesses such as ourselves, we conduct 98% of our business sales over the phone sending parts and equipment all over the world. We have lost nearly a week of business, due to no service that we are paying nearly $400 a month for with no answers or communications as to when this problem will be resolved. This is completely unacceptable and everyday we are without service is another day that our business suffers loss. Any help in getting these issues resolved will be greatly appreciated.

  Business Response

  Date: 05/18/2023

  May 18, 2023
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint submitted by ************************* for Sawmill Supplies and Equipment regarding her phone lines not working. She indicates that there has been a lack of communication with Brightspeed and no date for resolution of the issue.
  Brightspeed regrets any service issues experienced by ****************. The complaint was forwarded to Repair Escalations for review. They advised that according to the Area Supervisor, there was a switch failure that required replacement of the entire site. The work was completed May 12, 2023. Repair Escalations verified service was working with the customer. Credit has been provided for the service issues.
  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed
  
  

  Customer Answer

  Date: 05/22/2023

   
  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:05/10/2023

  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 signed up for internet service with Brightspeed. They have made 3 different appointments with us to set up service and each time the tech never showed up. Every time we call to make another appointment, they assure ** that the tech will come out. After 3 weeks, we are still without internet. We have been billed for our first month of service and they sent ** a disconnect notice just yesterday. However, we still have yet to receive service.

  Business Response

  Date: 05/25/2023

  This letter is in response to the complaint filed by ***********************, on behalf of *************************, stating My parents live at *****************************************************************. They are both seniors wishing to set up internet service. They talked with Century Link who is working with Brightspeed. They have sent them the required modem to set up services and have made several appointments to set up service at their home. After 3 appointments, the tech still fails to show up at their home to hook up their internet service. They are now receiving a bill for their 1st month of service and the modem but remain without service. The company was supposed to install services on April 22, May 1 and May 9. Can you please help them with this issue?

  
  Upon review of Mr. ******* account, it was found that an order was placed on 4/25 with the due date of 5/4. This order did not include a technician installation. A second order was placed on 5/5 and was due on 5/9. This order included a full technician installation. This order contained an error that did not allow it to flow to our dispatch system, and therefore a technician was not sent to the home. Upon receipt of this complaint, the dispatch team was made aware of the issue and dispatched a technician to the home on 5/12 to complete a full installation.
  

  The error that deterred their order from flowing to our dispatch department has been identified and is being addressed so it does not occur again.
  

  A credit of $99 for technical installation, as well as $20 for a month of internet service has been issued. 

  Customer Answer

  Date: 07/31/2023

   
  I am rejecting this response because:My name is ***********************, I am writing this on behalf of my parents *** and *********************** & *** and ***************************. Both customers are currently without phone and internet service to make this complaint. At address *****************************************************************, the residence of *** and *********************** on July 25th around 3:30pm, phone service provided through Brightspeed went out. *** called to notify Brightspeed and rep said they needed to put in a work order but the call was disconnected. 2 days later on the 27th *** called via ***** because still they still had no home phone service. The rep said someone would be out the same day by 5:00pm. They suspended all other activities in order to be available for repairs; however, a tech never showed and Brightspeed never called to advise that they were not going to show. At ****************************************************, the residence of *** and ***************************, phone service was also disconnected on July 25th. They called to report the issue and were told a tech would be there to repair by the 27th at 5:00pm. However, the tech was a no show as well. They called again to ask why the tech never showed and the rep said the appt was cancelled because Brightspeed needs to fix the issue on their end, however, no effort was made to report this finding to either household. On the 28th, internet service was disconnected at both residences around 5pm. Both residences are now without phone and internet service. Both residences rely on a wired home phone connection or ***** based calls as cellular service is not reliable at either residence. The major concern is that both households are occupied by seniors with health issues, and they currently have no means of calling for assistance if needed. They also do not have a means to call Brighspeed to report issues now because both phone and ***** services are out. No efforts to fix the issue have been made and no efforts to compensate these households for the down time has been made
  
  

  Business Response

  Date: 08/04/2023

  This letter is in response to the rebuttal filed by *********************** on behalf of ******************* and *********************** stating their service went out on 7/25/2023 and they had issues getting the service fixed. They had a tech scheduled and he did not show up. They spoke to Brightspeed, and the agent advised that Brightspeed needed to make fixes on their end. They feel Brightspeed has not made the effort to correct the issue.
   Upon review of both accounts, it was found that they were originally affected by an area outage. Due to theret being an area outage, the original repair ticket was combined with the outage. This caused the dispatch to their home to be moved to the bulk outage ticket and a tech did not go to their home.  After the outage was cleared, both homes experienced further issues. A tech went out and made the repairs to restore full service to both homes on 8/2 an 8/3.
  Credits have been issued to both accounts and will appear on the next billing statement.
  Brightspeed apologizes for any inconvenience this error has caused the ****** and ******** Families. 

• Initial Complaint

  Date:05/09/2023

  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.

  Sine the beginning of May weve not had internet service. When I try and login it says my account has been blocked from internet access and that I needed to open a chat with them. In doing so, I was transferred multiple times and no fix to the issues. Tried again tonight 5/8/23 and same results as before. This company is a complete joke!

  Business Response

  Date: 05/18/2023

  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  I placed a trouble ticket on 5/10/2023 and the ticket was closed on 5/12/2023.  The internet tested good to NID. The tech found a bad router and replaced bad router and set up new router, internet test good to new router.  Customer was advised.
  
  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
  ***********************
  

• Initial Complaint

  Date:05/09/2023

  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.

  February 4th ice storm caused power outage. I called Brightspeed to get them to diagnose my internet problem, and they told me my modem was no longer working, and they would replace it for $200. I have a surge protection plan with my electric provider and they requested written invoice from Brightspeed stating that modem was diagnosed as bad along with my information. I reached out to Brightspeed on February 20 and was told they would send me invoice as requested. I checked with them on March 6th and again on March 13th and was told they were unable to send me invoice I needed. I have replaced the modem and have checked with computer tech to see if he could provide diagnosis on modem, but he told me Brightspeed is the only one who can do that. It should not be too difficult for them to provide written document stating their diagnosis of a bad modem.

  Business Response

  Date: 05/10/2023

       The customer needs an invoice for the purchase of a new Brightspeed Modem / Router and they say that we have not been able to provide it.

       The charge for that piece of equipment is on the customers regular Bill for 4/7/2023. If they look on page three on the bill it does show the $200.00 charge and what it is for. This is how we bill our equipment that the customer purchases and the only invoice that they will receive.

       Please take it to your electric cooperative.

  .
  Thank You
  
  *******************

• Initial Complaint

  Date:05/09/2023

  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 a phone number *************) that has been in my family for almost 60 years. I inherited it when my mom passed away. I wanted to port this number over to a cell phone. Brightspeed won't let me. I have made a lot of calls to them, some with the cell phone company on the line along with the Brightspeed reps (more than once). The first time I tried from the cell phone office and it was rejected. Brightspeed kicked it back with a 'delayed' status. The cell phone agent called them but they aren't available on weekends. So I called and was transferred several times right back to the same department, only to have to tell the whole story all over again and get transferred right back to the same office. Those transfers were made under the guise of transferring me to the 'port out' department. The scenario has been repeated several times with slight variations. I have even tried to email them and just keep getting some run around about needing to verify my account, within 24 hours. Sorry, but I don't work on their schedule. I'm tired of the way I'm being disrespected. Can you offer some assistance with getting Brightspeed to work with me. I really don't want to lose the number that's been in my family so long. It's the only number many of my family members, from mom's and dad's side of the family, have. I want to keep the number but lose the Brightspeed.

  Business Response

  Date: 05/17/2023

  Please be advised we are still investigating this issue and will provide an update as soon as possible.

   

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

  Customer Answer

  Date: 05/18/2023

   
  I am rejecting this response because: this is what I get when I try to log in to my account: This account is Closed
  If you have a balance due, you can and should pay the balance. You are still able to view or pay the bill in My Brightspeed. This account will be archived approximately 90 days after your disconnect date and no longer available online. If you need copies of past bills, please download them now while you still have access. If you think the status of this account is incorrect, chat with ** so we can help.If you have other active accounts associated with this user name, you can view them using the account drop down menu. Or, you can add another account to your profile.

  Yesterday I got an email telling me I was wrong and my account is still active.  When I contacted the chat support, they said it's closed and there is a refund on the way for overpayment.  

  This should be embarrassing for them.  This is by far the worst customer service experience I've ever had...and I sat in a Hertz rental car office yesterday for 2 hours.  

  
  

  Business Response

  Date: 05/18/2023

  Please be advised that our records indicate the account is still active under account *********. The telephone number was moved to a new account pending a CLEC/PORT request. Please have the customer submit a new request using account number *********. 

  Thank you,

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

   

   

  Customer Answer

  Date: 05/19/2023

   
  I am rejecting this response because: See attachment.  I'm tired of the lying and them trying to deny responsibility.  I filled out the forms with the new company and the ** representative on the phone at the same time and it was put in 'delayed' status, which the new company couldn't do anything with.

  The attachment CLEARLY shows my account has been terminated and the chat I had said my refund check was on the way.

   

  
  

  Business Response

  Date: 05/23/2023

  Please be advised that our records indicate the account is still active under account *********. The old account *********** was disconnected due to the telephone number ending in **** could not be ported from the original system that housed the telephone number so the number had to be moved to a new system with a new account number.   The telephone number was moved to a new account pending a CLEC/PORT request. Please have the customer submit a new request using account number *********. The address needs to match exactly as well. 
  Make sure the spaces within the address matches Brightspeed records as shown. 
  
  *******************************************************************

• Initial Complaint

  Date:05/04/2023

  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.

  Pay for internet and phone. LOTS of outages. Terrible customer service. Can't contact customer service.

  Business Response

  Date: 05/05/2023

  Good day,

  The following information is provided in response to complaint filed by ******************* in reference to Service Repair.  Per complaint details, "Pay for internet and phone. LOTS of outages. Terrible customer service. Can't contact customer service."

  On May 5, 2023 I called and spoke with ************** to clarity current trouble he is experiencing prior to Repair escalation.  ************** stated the internet and phone are currently working and he does not need a technician dispatch.  I provided the toll free number for Brightspeed **************** and Repair to call should ************** have phone or internet trouble. ************** appeared to be satisfied and thanked me for calling.

  Brightspeed apologizes for any inconvenience experienced.

  Thank you,

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

   

   

  
  
  

   

• Initial Complaint

  Date:05/04/2023

  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.

  My neighbor has 940 MBPS internet with Brightspeed and recommended their service. He pays $60. I called Brightspeed and talked with ***. I immediately explained my neighbor's recommendation and price and she said, "Yes, I can set you up with that." Thereafter, she gathered information about my address, email, phone number, etc. Additionally, she asked about members of my household, number of connected devices, use of internet services (and telephone/tv), etc. I didn't feel comfortable giving out so much information, but I figured she may need that information for the tech when he does installation. Unfortunately, after gathering all of this information and talking to me about phone and tv, which I refused multiple times. She continued to inquire and I had to repeat my objection. She then proceeded to tell me that the service would be $100. I was shocked. I said, "but you told me that you were going to set me up with the service for $60, like my neighbor." She said, "well, you can get a slower speed for less money," explaining that 200 MBPS and 500 MBPS were available at $60 and $80 price points respectively. I asked to speak to her supervisor because she just kept repeating the same thing. After a long wait (perhaps ***** minutes) her supervisor, ****, came on the line. **** proceeded to tell me that the service was not available despite being told it was, prior to giving all of my information. He condescendingly explained that he didn't want to lie to me and promise me something that's not available. I was pretty offended by being treated that way. I asked him to remove all of my information from the system and let him know that I would be sharing the information discovered today with all of my neighbors and community members. He didn't seem interested. He said I would call back and order the service at the current prices. I assured him that I would not. They should stop this deceptive information gathering and not offering what they promise.

  Business Response

  Date: 05/10/2023

   

  The Better Business filed a complaint on behalf of ********************* about Brightspeed Quantum Fiber pricing. In the desired settlement details, ********************* asked Brightspeed to refrain from misleading information as our products are not offered as promised. ********************* stated that his neighbor has 940 MBPS internet with Brightspeed and recommended their service and the neighbor pays $60.00. ****************** noted that Brightspeed should refrain from misleading information as our products are not offered as promised.

   

  Brightspeed has completed our investigation concerning the pricing issue Brightspeed has fiber internet with speeds up to 940Mpbss that STARTS at $60.00 a monthplus taxes and installation fees. There are no introductory prices or annual contact. Brightspeed cannot confirm if the third party is an existing former Quantum Fiber ********************* who ordered service after February 20, 2023, and would have been eligible for a $35.00 loyalty credit per month. The loyalty credit is to meet the expectations of residents waiting for the Former Quantum Fiber buildout in their area with the price expectation of 940Mbps service for $65.00.

   

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. *** ****** can visit Brightspeed.com by entering his address to see if Brightspeed services are available for their home. If available as a new customer. and mentions the $65 rate, ****************** may have a discount that can be applied after the service has been established as a 940M *********************. The $35 credit can be applied to 940Mbps at the $100 rate only. The cost will be $100 until the $35.00 loyalty credit is applied, and It is not retroactive.

   

  We apologize for any issues this may have caused due to the experience and inconvenience.

   

  Thanks,

   

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