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:04/17/2023

  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 had internet with up to 6Mbps thru CenturyLink and they failed to provide that service. I cancelled services in July 2022. I continued to receive bills for service I cancelled. Brightspeed took over service for CenturyLink 10-3-22. They also continued to send me bills for monthly service & late charges. I have called them 2-3 times and received the same answers. They tell me my service is on and I have to pay. I refuse to pay for something I cancelled and am not receiving along with late charges. The current bill has accumulated the balance of $531 with account #********* on the billing statement dated 3-14-23.

  Business Response

  Date: 04/27/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **********************  The complaint stated they had 6Mpbs service through CenturyLink and they failed to provide that service.  They cancelled the service in July 2022 & continued to receive bills.  Brightspeed took over October 3, 2022 and continued to send bills for the service along with late charges. 
  
   Brightspeed records pertaining to account ********* indicate the customer contacted ****************** in October 2022 and advised his service was not working and he had not had service since July. A review of the service showed it was not used.  Several attempts by agents to cancel the service were not processing and finally an order issued on April 7, 2023 finalized the account.  Credit was given back to July for charges not already credited.  The final bill was issued on April 14, 2023 with a $98.00 balance that was adjusted on April 19th to a zero balance. 
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely, 
  Ms. ************;
  Brightspeed 
  www.brightspeed.com 

• Initial Complaint

  Date:04/17/2023

  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.

  4/4/23 paid bill $76.14, by 4/12/23 it didnt come out of checking account, called Brightspeed, customer service said it was paid and no late fee was charged, 4/16/23 get a letter stating my money was returned and a check will no longer be accepted for the next 12 months, logged into brightspeed account and now it says I owe $186.14, which is 2 months and a $34 late fee, I was told the bill for ***** was paid and there wasnt a late fee, I also found out they have the account in my deceased husbands name even after I have sent 5 death certificates to prove he had passed and this was 7 years ago, so for me to even access my own account I have to explain this every time I have to call about something for internet, I want the account corrected and the bill updated with the payment I made in *****, I have also made a payment today 4/14/23 so I dont keep getting late fee charges, I do have confirmation numbers of payments made

  Business Response

  Date: 04/19/2023

  The following information is provided in response to complaint filed by ************************* in reference to late payment fee and billing.  Per complaint details, "4/4/23 paid bill $76.14, by 4/12/23 it didnt come out of checking account, called Brightspeed, customer service said it was paid and no late fee was charged, 4/16/23 get a letter stating my money was returned and a check will no longer be accepted for the next 12 months, logged into brightspeed account and now it says I owe $186.14, which is 2 months and a $34 late fee, I was told the bill for ***** was paid and there wasnt a late fee, I also found out they have the account in my deceased husbands name even after I have sent 5 death certificates to prove he had passed and this was 7 years ago, so for me to even access my own account I have to explain this every time I have to call about something for internet, I want the account corrected and the bill updated with the payment I made in *****, I have also made a payment today 4/14/23 so I dont keep getting late fee charges, I do have confirmation numbers of payments made."
  
  Brightspeed account records indicate the primary account name is **************************  Payment records indicate the payment received on ***** 6, 2023 indicates "Payment backed out. Payment date: ********. Amount: $76.42. BACKOUT FROM POINT OF SALE. When funds are not available, the check/payment will be returned by the consumers bank and the payment will be backed out. A payment back-out will deduct the payment and place the charges back on the account balance as past due. The customers financial institution may be able to provide additional details in reference to the payment. 
  On ***** 14, 2023, Payment received. Payment deposit date: 04/14/2023. Amount: $76.42.  On ***** 17, 2023, late payment fees were adjusted in the amount of $34.00.  The current balance is $76.42 due on May 4, 2023.
  
  We apologize for any inconvenience experienced.
  
  Thank you,

• Initial Complaint

  Date:04/16/2023

  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.

  Our internet service provider Brightspeed was told we have spotty internet service, made an appointment for a technician to come out. Technician called us and said there was nothing he could do to get better internet service. One month later out ISP modem went out during a storm. We called Brightspeed on 3-29-23 to order a new modem. They told us it would be 3-5 business days. After 5 business days we called Brightspeed on 4-6-23 to inquire when the modem would arrive, they told us no later than tomorrow. Three days after that they told us they would be overnighting the modem to us. Two days later we called again and they could not tell us when or if the modem would arrive. We bought our own modem and called Brightspeed to make sure it was installed correctly. They said if the green light is on then you have internet service. Now it says were connected but I cant get on the internet. Im an online student and my fianc works much of the time from home. We need internet service desperately. We cannot get anywhere when calling Brightspeeds customer service.

  Business Response

  Date: 05/02/2023

  --------------Forwarded Message ---------------
  From: BRSPD Customer Advocacy ********************** [*********************************************************************************************************************]
  Sent: 4/25/2023, 2:32 PM
  To: ****************************************************
  Subject: RE: You have a New Message from BBB Serving ***************** and Western ****, Consumer Complaint #******** [ref:_00D412HUz0._5004N1JHdAs:ref ]
  
  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, the trouble ticket was closed on 4/24/2023 the trouble was beyond the NID.   Several bad jacks, cut through pair,repaired.
  
  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:04/14/2023

  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.

  In August 2022 we canceled our services with Century Link due to an impending move. We were due a refund of $45.18 as a prorated rate after all services were cancelled and router returned in a timely manner. We were told to expect our refund to our new address in October. We also received a September 2022 statement from century link stating we are owed the refund. It never came. In November I called and reported to century link that my refund never arrived, and again in December and February 2023. Each time they said I should receive my refund by the middle of the next month, but it has yet to arrive. We even verified the new address each time we spoke. I would like to receive my refund and resolve this issue.

  Business Response

  Date: 04/25/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  The customer's refund was first sent out to the wrong address at first release.  A 2nd request was made, however, the first check was never cancelled, so the new check was never released.  When the complaint was received an immediate ***** was sent to the account payables and corporate cash account teams to review.  After reception of the request, the initial check was cancelled and new check was issued and sent to the address provided on 4/19/23.  Here is the ***** received from the corporate cash account team.

  Comment to Requestor: I HAVE CANCELLED CK#******2358. A NEW CHECK WILL ISSUE TOMORROW MORNING TO THE ADDRESS YOU HAVE PROVIDED.
  
  See notes:
  
  Working ESQ ***** :*********, per Supervisor *********************/*********************** ***** ..RE: Refund Investigation for *************************** BTN/BAN: *********    [ ref:_00D412HUz0._5004N1JHWH9:ref ] /submitted Brightspeed Inquiry Request Form TO accounts payable to reissue cust refund check    ... customer did not receive refund check /** UPDATE ... PP - **** is Complete
  
  Comment to Requestor: I HAVE CANCELLED CK#**********. A NEW CHECK WILL ISSUE TOMORROW MORNING TO THE ADDRESS YOU HAVE PROVIDED.
  ..

   

  We apologize for any inconvenience that this has caused the customer.  If you have any questions or need further assistance please let us know.

   

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:04/14/2023

  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.

  The company was Century Link, or Lumen, and now Brightspeed Communications:Through the past CenturyLink January 2019, May 2020, June 2020, November 2020, December 2020 May 2021, June 2021, Aug 2021, December 2021, June 2022, July 2022 August 2022, and now March 2023 (Brightspeed) there has been failures of the phone, and internet services. Please notice a repeating problem. Never at my home but has been area outages or water damage at ********** Hut #2. Older equipment, poorly maintained, or damaged. This company is not doing there diligence as a service provider.Trying to contact the company through their network or with the internet connects to people in other countries....mostly ***************. Not a local representative who knows the reason for outages. Loss of service are typically multiple days. I am paying for service an not getting responses, repairs, or credit for loss of time, and loss of service. A automated text tells me a technician (ticket#*******) will arrive 8am-12pm Then at 1:18pm, text says widespread outage ( I knew this on Saturday 3/25 two days earlier) I waited all day, with loss of pay. No technician calls, arrives at the house, or any feedback from the company. Should some trade commission realize this organization is not doing their due diligence for the community. As a communication company they do not communicate, and should be easier to reach for local community. Who is responsible for these failures.

  Business Response

  Date: 04/26/2023

       The customer stated that the service was still not working.

       Ticket number ******* was opened on 4/24/2023 and completed the same day.

       The technician found a defective data card and it was replaced. The customer was advised by the technician.

       An OOS credit has been applied to the customers account in the amount of $176.55

  
  Thanks in advance,
  *******************

  Customer Answer

  Date: 06/09/2023

   
  I am rejecting this response because: This is and has been a continuing and regularly repeating problem.    Another month and exactly the same issue. As of 8 June 2023, now the second day 9 June, 2023, phone lines and internet are down "again"  
  
  

  Business Response

  Date: 06/30/2023

       The customer is experiencing service.

       The Repair Escalation Team opened a new Repair Ticket ID ******* on 6/26/2023 with a due date of 6/28/23.

       The technician arrived as scheduled and worked on the bridge tap along with the Coil Train.

       I called the customer to see if they were satisfied with the service and was only able to leave my contact information on their voicemail.

       A credit for the out of service time has been applied to the account.

  
  
  Thank You,
  
  
  *******************

• Initial Complaint

  Date:04/14/2023

  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.

  04/13/2023 I called to cancel my land line telephone service since I have not had service and Brightspeed (formerly Centurylink) has not repaired the telephone line. I had a repair appointment scheduled for Monday 04/10/2023 and the technician did not show up. I had a repair appointment scheduled for Wednesday 04/13/2023 and the technician did not show up.On 04/13/2023, I spoke with **** and asked how much would it cost to cancel the land line and keep internet service. She quoted a price of $72.00 a month plus taxes and fees.When I asked for the transaction to be processed she said they system said my modem was outdated and I would either have to pay $200.00 to buy a new modem, or rent one for $15.00 a month before she would cancel my land line telephone service.I asked what did an outdated modem have to do with canceling the land line telephone service. She said she would not cancel the land line telephone unless I either bought or rented a new modem.

  Business Response

  Date: 04/19/2023

  Hello:

  The Better Business filed a complaint on behalf of ********************* about the challenges of removing the voice service and keeping the Internet, including unresolved repair issues and missed appointments. ********************* asked Brightspeed to cancel her landline service in the desired settlement details.

  Brightspeed has completed our investigation concerning the billing account number *********. The service consists of legacy CenturyLink home phone service, long-distance, high-speed Internet up to 40Mbps/2Mpbs, and CenturyLink @ease, which is grandfathered and no longer offered. The monthly service charge is $109.16, including a $5 loyalty discount, excluding taxes,fees, and surcharges.

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. As of October 8, 2021, Simply Unlimited Internet replaces all Price for Life and Business Bundle offers for all customers who change their services. Simply Unlimited Internet and Simply Unlimited Phone are the current offerings for both Internet and voice. There are no closer promotional discounts. Existing customers with Price for Life Internet may keep their current plan and any discounts until they change or move their service.

  Existing customers that had @EASE as of October 16, 2020, can keep or remove their package but need to change to another @EASE package. If they choose to remove their package, it cannot be added back later. ********************* should confirm if she wishes to remove the voice service and retain the Internet. Please note, if ********************* wants to move forward with removing voice service and keeping the Internet, she will be placed in Brightspeed's Simple Unlimited Internet packages, which will result in losing their current loyalty discount; would require new modem equipmentleased/purchased.

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

• Initial Complaint

  Date:04/14/2023

  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 moved to a new home April 3. I asked Brightspeed to move my existing home phone number ************** to my new home. (Also a brightspeed area) they said no problem. Then today...I tried calling my old number, it just is disconnected, and I have a whole new phone number here in my new home. I specifically asked to keep my same number, was told YES we can do that. So I called Brightspeed today, trying to get them to move the number, they said they cannot do it.I said what about porting it in here...and "supervisor" ***** said I am dumb, don't know what porting is, they cannot do it...I told him then shut the new phone off, I do not want new number. And I will not pay bill for something I did not order. He said oh YES you WILL.I called my new internet provider, asked if they could port the number in, she said unfortunately it has to be still working, for them to ask for portability. I ended up taking phone service with Frontier, and called back Brightspeed to get my old phone number on a referral recording for 30 days. So that when you call. ************, has been changed. The new number is xxx-xxx-xxxx. They said they never heard of such a thing. We can't do that.Funny I retired from the phone company, and we did it as a courtesy for our customers. BUT we also provided the customer service that the customer had ordered.My resolution , would be to just disconnect all Brightspeed service , and receive no bill. They did NOT provide service as they said they would. Period. AND not adding a referral now, has added to my troubles, as my family, friends, customers cannot teach me, and I must notify them all of the changes. Very bad bad way to do business Brightspeed.

  Business Response

  Date: 05/01/2023

  Please be advised that we are continuing to investigate this matter and will provide an update as soon as possible.

   

  Thank you,

   

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

  Customer Answer

  Date: 05/02/2023

   
  I am rejecting this response because:
  Still awaiting a resolution, this response from the company Brightspeed, just says they are "checking into it" basically. 

  I will continue to await their response regarding this matter.

  *******

  Business Response

  Date: 05/03/2023

  Hello,

  Brightspeed has completed a review of the complaint filed by ***************  Unfortunately, due to the customer changing Central Offices, the previous telephone number could not be transferred and therefore a new telephone number was issued. My apologies that this information was not relayed during the time the customer called to move the service. I am still reviewing this matter to determine if a telephone referral can be added to redirect callers for the next 30 days. I will provide an update as soon as possible.
  

   

  Thank you,

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

• Initial Complaint

  Date:04/12/2023

  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.

  My Home phone is not working and it has been out for a month. I have called the business and they have stated that a technician is aware, they have scheduled a technician four times and no one shows up. They want their money but I do not have any service. I would like my phone repaired.

  Business Response

  Date: 04/19/2023

  Hello:

  The Better Business filed a complaint on behalf of *************************** about voice troubleno dial tone for over a month. In the desired settlement details, *************************** asked Brightspeed to repair the phone and adjust the billing.

  Brightspeed has completed our investigation concerning the billing account number *********. The last trouble was reported on March 29, 2023, and was canceled on April 04, 2023. The service was marked as a pattern outage due to a cable failure outage that affected phone service. As noted, customers in the market may have been unable to use their phone service. Engineers were aware and worked to resolve the issue. When service repair tickets are related to an area outage, it is processed to group all the tickets under one ticket and cancel individual tickets. An outage pattern was created (*******) lead ticket (*******), no longer open, was referred to the central office on April 13, 2023. A recent dispatch was completed on April 14, 2023. The ticket was related to a system outage. The brightspeed field technician went to the house and verified that the dial tone had been restored; the system is currently back up and running.

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. ***************************** account indicated that an out-of-service (OOS)adjustment to satisfy the service interruption was already issued: 03/14/23 $2.20; 04/06/23 $16.00; 04/06/23 $32.00. We adjusted additional seven days (04/08/23 04/14/23) of $8.55 to satisfy the service interruption.

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

• Initial Complaint

  Date:04/12/2023

  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.

  brightspeed wants me to pay over 700 dollars for a service i do not have. my house burned down on jan 4 2022 and the service burned up. i called centurylink and they said to put it on vacation so as not to lose my e mail. i contacted them numeruos times about this then they switched to brightspeed. brightspeed treated it as an active account and now they say i have to pay 700 dollars for a service i havent had for over a year. the line to the house is non existing and they send me a disconnect notice. i refuse to pay for a service i havent had for over a year what do i do before they ruin my credit?

  Business Response

  Date: 04/26/2023

  Good morning,

  Thank you for your time and patience while the customer's complaint has been under review and being investigated.  There have been 2 attempts to reach the customer via phone call without response.  I have provided the customer is my direct line to call to go over all options to resolve the complaint that has been filed and to work with him on the billing of the services on the account which would include: pricing, services, and adjustments.  Since the customer has not yet responded, I will extend the case an additional 14 days to allow the customer the opportunity to reach and to discuss those options.

   

  If you have any questions please let me know.

   

  Thank you,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:04/12/2023

  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.

  My internet has been out since 4/6/23 and has been out as of this complaint 4/11/23. I have called every day within this time period with no results. My modem shows no internet light and there is no where local that they will direct me to pick one up. I have no choice for internet services except Brightspeed here in my subdivision. I explained to them that my daughter is currently training for a at home position which she will lose if the internet is not working when she returns and that I am in line for a work from position that I want get if they can't verify my internet services. They don't care and they don't see the importance. They scheduled a technician for 9 am who lied and say he was here but wasn't as I tied a string on my box to be ripped to open and it's still there. They then scheduled someone from **** then they canceled it because the previous technician lied. I have no choice but to deal with the issue because they are the only provider.

  Business Response

  Date: 04/20/2023

  I can see that 3 repair tickets (dispatches) were created and 2 of those were worked.  Times will be displayed in Eastern time (my time zone).  The third repair ticket appears to have been cancelled as a duplicate, but was created by the same agent as case ********.
   
  SA-****** was marked completed on 4/11/2023, 11:58 AM with the technician leaving the remark, no answer at door, have access to nid, sync good at nid.  I can see an agent asking dispatch for the status of the technician at 10:56 AM, which is unusual.
   
  There are several cases between this and the following dispatch:
   
  Case ********, The notes indicate  "TT ****** // she's asking for her technician upon checking it is already completed but the tech comments is no one is at home // advised the cx but the cx said that she is at home // frustrated because she's has no service for several days// supcall onset".  Case created at 4/11/2023, 3:54 PM
   
  Case 00461064:  The notes read, "TT ****** she called again because the last agent hung up on her her internet is down since Friday and she had an appointment today at **** pm but nobody shown up
  while pulling up the account she said hold on because someone calling her back", the description says, "it's supervisor who called her back// end call" which may be that the prior case's owner had a supervisor call the customer after the call dropped.  Case created at 4/11/2023, 3:56 PM
   
  Case ******** was created the notes read, Sup call / complain that the technician did not come out and now the technician visit completed./Inform that the technician completed the schedule due no one answer the door/ Offer creating another technician visit since they are working form home and the internet still not working / The appointment is scheduled from Wed, Apr 12, 2023 2:00 PM to Wed, Apr 12, 2023 4:00 PM create also a chatter Case created at 4/11/2023, 4:01 PM
   
  SA-****** was dispatched on 4/12/2023 and marked completed at 4:27 PM by ********************************* with the remarks, replaced faulty modem (4000XG) verified cx can surf, hc submitted.
   
  Following this interaction the customer asked for a credit and I can see that a $15 credit adjustment was submitted.