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:04/04/2023

  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.

   
  Complaint: 19596204
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 03/22/2023

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  In November of 2022, CenturyLink completed the sale of part of the legacy CenturyLink network holdings to Brightspeed Communications. This account (*********) is no longer within CenturyLinks jurisdiction/ownership and CenturyLink employees cannot access or assist with any issues or concerns they relate to this account for any reason. The customer will need to contact ****************** communications for any assistance now and in the future.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues,inconvenience, or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 03/28/2023

  I don't know how to send attachments. I want to know why it is $80. a month for being on vacation, when I call they tell me it is a $22.  a month.  All SUMMER my bill was $94.00

  Customer Answer

  Date: 04/04/2023

  I have a 3 season cabin in Northern *********, ************************************************************, I put my phone and internet on vacation during the winter months. On 10-25-22 I did that. In November 22, I received a bill for $149.71 more than $50. higher than my previous bill $93.22 in October with land phone and internet. Called and complained and was told it would be $22.44 and I paid it, thinking the problem was resolved. December came with a bill of $80.13. So I just paid $22.44, thinking the problem was resolved. January 2023 bill came for $80.58 called told it is $28.27 and what I got was ghost billing, I paid it. February 2023 bill came for $80.58, called told it is $28.27 paid it again. Today I got a March 2023 bill for $80.58 and could not get to a customer service representative. This is the only service available up in ******* ********* so I am forced to use them and can't get a correct bill after 4 months.. I do not know how to upload supporting documents.

  Business Response

  Date: 04/05/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 5/4/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 04/05/2023

   
  I am rejecting this response because:
  I don't get what the resolution is!  If there is one I don't know where to look for it.  Their billing sucks!!  If I could I would not be a  Centurylink or Brightspeed user.  

• Initial Complaint

  Date:04/04/2023

  Type:Sales and Advertising 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 reached out all the way back end of October when you all started switching hands as I was having internet issues. Someone came out and said they fixed it and left. Internet immediately back out, someone came out, said they fixed it and left, internet goes back out again. After the first 2 visits, about half the chat agents would admit there was still a line issue and the other half would gaslight me and say my internet didn't work because I had too many devices connected to it, even when I'd had the same or less number of devices as always and nothing else had changed except who was handling my account. So I've been lied to for months, gotten the run around on getting things fixed, then was billed $130 for a $1.50 to be brought to my home and plugged in. This was waived thankfully after almost an hour with a customer service rep but still caused an overdraft of $36.00 to hit my account that wasn't refunded. I've had at least 4 separate agents tell me they'd get a manager to me or to call back out to me just to disconnect and never hear anything again. Then lo and behold after all this time I see you all working on the main (and only) line along the highway for almost 2 weeks straight and now magically there are no internet issues. I missed at least ****************************************************************************************************************** and refusing to accept responsibility for service provided. The entire process has been incredibly manipulative.

  Business Response

  Date: 04/04/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 5/3/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:04/04/2023

  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.

  Brightspeed willingly took $100 and scheduled an appointment for install of Fiber in our neighborhood. They had a ***** to bring highspeed internet to rural areas, We were contacted and told that the service was available in our area and we were able to sign up, pay the fee, and set an installation appointment. Install date came and went with no contact or visit from Brightspeed. I had to call and was simply told it would be rescheduled. We had made arrangements for one of us to be here, missing a days work. Within a day Brightspeed set another appointment without contacting us for the following week. Again we reluctantly made arrangements, again no show.Finally chased a tech down who was nearby to be told that ***** was not available to us. Brightspeed had no intention of informing us of this. All emails to ************* Executives are only answered with "sorry, will get back to you" and nothing afterwards. Company cannot explain why they took our money for a service they cannot provide, cannot ***** any estimate as to if/when it will be available. This company has a history of setting service calls and not showing up, causing weeks of outages. Remarkably this company has no problems billing or collecting money, just providing customer service. Online chat has not worked for us, phone support is simply repeating "wait" until appointment time passes, then putting on hold until you get frustrated and hang up. Online social options are not helpful.

  Business Response

  Date: 04/05/2023

  Good afternoon,
   
  ************************* will be the Case Manager assigned to this issue with 5/3/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 04/05/2023

   
  I am rejecting this response because: you will be the 4th person who is looking into this or is personally handling this issue. To date there has been no one who has gotten back in touch after the initial response. Do better. 
  
  

  Business Response

  Date: 04/12/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **********************  The customer rejected ******************* response. 
  
  Brightspeed also has an FCC complaint regarding the same issue.  The job to install fiber service is pending with the Brightspeed contractor.  A message was left for **************** on April 6, 2023 providing this information.  An email was also sent to him.  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
    
  *********************************************

  Customer Answer

  Date: 04/12/2023

   
  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.
  

  The install is scheduled to happen within the week. I am hoping that the appointment is kept. Thank you. 
  
  Thank you. 

  
  

  Customer Answer

  Date: 04/17/2023

   
  I am rejecting this response because:
  Once again Brightspeed lies about resolving issues. They had taken money for Fiber that couldnt be installed and said nothing about not being able to. Long story short filed complaint here, had someone from CS contact me and over the course of 2 weeks I was told that everything had been done and to set an appointment from what was available. Set appointment and once again no show. No call, no email, nothing. This is the 5th time this company has done this. They give empty apologies and then claim theyll fix it, but just continue the same thing over and over. This is the 3rd appointment for this install and the second no show. Absolutely lie, absolutely intentional. Avoid this company if you have a choice.

  Refund of services, formal apology, bill credit.

  Business Response

  Date: 04/18/2023

  Consumer Complaint # ********
  
  Brightspeed received the additional information provided by ****************. *************** stated that Brightspeed took money for fiber that could not be installed and said nothing about it until a complaint was made. Someone contacted him and over the course of two weeks he was told an appointment was set and once again no one showed. No call received, empty apologies and claim it will be fixed continued over and over. This is the 3rd appointment and 2nd no show. He requests a refund of the service, apology, and credit.
  

  Brightspeed apologizes for the issues concerning the installation of the fiber service. The initial job to install the service was pending due to the contractor placement of serving pedestal and multiport. A recent date was set for Saturday, April 15th and the technician scheduled for the installation called off and the installation was missed. The customer was contacted Monday, April 17th and refused a same day installation for Monday, opting for a better time for him on Thursday, April 20th. The local area supervisor was contacted to make sure the order is dispatched. The customer was promised credit for the pre-payment and additional credit for service.

  
  Brightspeed is following up this complaint with our review team and acknowledge the customers concerns regarding the inconvenience he experienced.
  

  Sincerely, 
  Ms. ***************** Brightspeed 
  www.brightspeed.com 
  

  
  

  Customer Answer

  Date: 04/18/2023

   
  I am rejecting this response until this is actually resolved. Too many times Brightspeed says theyre going to complete this and something comes up that they dont. They never communicate that they will not be able to causing either missed time or a wasted day. A tech calling out is not my problem, and that it was dismissed so easily shows how little they cared about resolving this. An email or text would have freed up our Saturday. The only thing we have asked for was this to be completed, and the discount that was offered to customers having this installed. No other demands were placed. They have missed more service appointments than theyve made in the past year with no notice that they will not show. (6)
  

  I accepted their last response and look where it ended up  

  As far as credit, the only credit Ive been told about is the discount that was available to anyone who was apart of  VATI, so this is news to me. Without details I see this as another empty statement by a company who has no respect for its customers. 

  If Brightspeed would like this issue done with the BBB then I would suggest they follow through this time. 

• Initial Complaint

  Date:04/03/2023

  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.

  Every time we call phone starting with area code 417 we charged a fee for calling their information, and we have never called for information. This has started since the area is required when dialing any number, and 417 is a local number. When we contact customer service it takes over an hour to talk to someone about this, and be refunded our money. this does not happen every call but it does happen several times each month. We would like to not be charged for directory assistance.

  Business Response

  Date: 04/03/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 5/2/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  Was CenturyLink then changed to brightspeed. With CenturyLink any upgrade outside of the home was on them, not charged to the customer. ****************** cut ************************* down to 3megs for ***** a month used to get 5meg for *****. Brightspeed said there was an upgrade available however they would need to bury extra cables. This is not true, CenturyLink had to replace my line 5 years ago. At this time I had a 10meg connection. In this wire pack only 2 of the wires out of the 18 where used. So they want to charge me ****** to due this. CenturyLink did so for free. My 10meg connection only ran *****. So not only are they ripping people off on slow connections but on unnecessary work. This isn't right, if you look into it just a little you'll find I'm not the only one. Check the comments on there ******** add. And at that I get far less than 3megs

  Business Response

  Date: 04/03/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 5/2/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:04/03/2023

  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 have been out of internet for a week. Have called in numerous times and was told we needed a new router. Upon receiving the new router we still have no internet. This business has failed to provide us with internet service that we have paid for monthly. We would like our service to work properly and for them to fix these issues promptly and to credit us the days of having no service.

  Business Response

  Date: 04/03/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 5/2/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 04/03/2023

   
  I am rejecting this response because:
  the company has failed to provide us with our internet services after multiple attempts to reach out for a resolution. Company sent out a technician to our residence and said there was nothing he could do to restore our services and at his discretion stated there was no need in testing our lines for resolution and told us to contact another provider. We would like fully compensated back for the two weeks of having no internet services and the refusal of assistance to have it restored. We should not have to pay for services we didnt have. 

  Business Response

  Date: 04/05/2023

  Please be advised that Brightspeed is still reviewing this complaint and will provide feedback once the investigation is complete. However, our records indicate the service should be working as of 4/5/23. Please advise if the customer is continuing to have issues with the service.

   

  Thank you,

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

• Initial Complaint

  Date:04/03/2023

  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 will provide a letter recently sent to the business which provides the information you need. See below.April 1, 2023 Brightspeed ********************************************************************* CenturyLink 100 Centurylink Dr **************** ***** Re: *********************** Former CenturyLink Customer Dear Sir or Madam,I need you to provide a final paper bill at my service address (see below) immediately because quite frankly this is ridiculous and no way to run a business.I was informed several months ago now that my account was transferred to Brightspeed. As indicated above in the subject line, I was a CenturyLink customer.I have been trying to pay my bill online and the system says there is an error and will not allow payment, and it did the same thing last month. I then have tried to pay by phone and that too has not worked. Now, I am being told by Brightspeed Chat that I am a CenturyLInk Customer.There is no online availability to pay a bill, there is no real service rep to chat withonly a Virtual rep which provides zero assistance. There is no real person to answer any phones and help you at either Brightspeed or CenturyLink.I need you to provide a final paper bill at my service address immediately because quite frankly this is ridiculous and no way to run a business. I will join another provider in this area who does not waste my time and energy the way that Brightspeed and CenturyLink have done.I look forward to an immediate response, and in the meantime the Better Business Bureau will be contacted.Sincerely,*********************** ************************************************************* ************

  Business Response

  Date: 04/03/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 5/2/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 04/05/2023

   
  I am rejecting this response because: Bright speed's system would not allow any sort of log on at all and this happened for two months straight. Also their system kept telling me I was a CenturyLink customer and diverting me to **********************'s website. Several months ago I received an email from Bright Speed indicating I was Bright speed's customer. Any phone attempts at payment were also impossible and would not go through--that is no real person to answer and no ability to even enter any payment information into an automated system.

  Their response seems to imply my attempts at payment failed which is inaccurate. I could not even log on or reach an automated payment system for payment.

  As stated, I want a FINAL bill and hopefully that's what they mailed. I do not want to do business with a company that seems to care so little, if at all about their customers who are the source of their income and wealth.

  Thank you.

  
  

  Business Response

  Date: 04/13/2023

       We do not print on demand billing statements. The customers bill date has been and remains to be on the 6th^th of the month.

       The only way that a customer can receive a Final Bill is to ************************* the account first.

       The problem with not getting into the online account has been addressed by our Repair Team. They sent the customer an email with a link and instructions to build a new account. They just need to follow the instructions to set up the new account. Once this is done the customer can see all of the billing for at least the last 12 months and be able to make payments.

       We do apologize for any inconvenience.

  ******************* will be the Brightspeed manager for this specific case. 

• Initial Complaint

  Date:04/03/2023

  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 connectivity issues with Bright speed since before they took over the other company. Whenever it rains or it's windy my internet disconnects every few minutes. I have contacted customer service each time this occurs(which is at least once a week). So much so that I know the dialogue by heart. I go through the troubleshooting blah blah blah. Each time after 30 minutes of going through the spill with customer service, they send a tech out. When the tech comes it's not raining or windy and claims nothing is wrong. The last visit from a tech, the paper he left said it must be a problem inside the house. Well, unless it's raining in my house, I don't see how that is possible!! Even when the internet IS working, I don't get near the speed that I pay for. I pay for ten and on a good day I might get four. I have a family member that is a network engineer and he came to check everything inside the house and there is no issues inside the house. They say it's a switch issue somewhere down the line but Bright speed is unwilling to locate and fix it. Short internet at best and the absolute worst customer service!! I just want the service that I pay for!!!

  Business Response

  Date: 04/03/2023

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 5/2/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 04/03/2023

   
  I am rejecting this response because: I am supposed to go without service for a month but yet still have to pay for service that I have yet to receive? 
  
  

  Business Response

  Date: 04/12/2023

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  The customer's service has been restored back to working properly as of 4/10/23.  The customer has also been provided credits for all out of service time since the first reported issue and a direct call to the customer has been made.  She was satisfied with the credits and has been provided a direct number to the case manager if she were to need any additional assistance.  
  
  If you have any questions please let me know.
  
  Sincerely,
  ***************************

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because: Yes my service has been restored. I received a credit for the current month but I haven't had the service I pay for since my first call. I was told it was an issue in my house when obviously it wasn't. The issue was exactly what I've tried to tell them for months. For the months I've had connectivity issues.

  I was given a direct number but when I try to contact someone, there is no answer and messages go ignored. 

  
  

• Initial Complaint

  Date:03/31/2023

  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.

  Phone line does not work. Brightspeed cancelled appointment for tech repair. Repair service is difficult to deal with. **************** is extremely poor.

  Business Response

  Date: 03/31/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 4/29/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 04/04/2023

   
  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:03/31/2023

  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.

  3/30/23 I lose connection for the *** (net) Soo much that I can't watch a 2 min ******* video with out being disconnected **** times. This has been going on for +5 months. I've been told by the technicians that the ***** lines in my neighborhood all needs to be replaced. They needed to be replaced when it was still CenturyLink. Our speeds were c*** at that time as well.They never called to schedule an appointment.. they were working on it today before I went to work.. now after I got home don't have Any net and No Phone.I've had c*** for net. I'm paying for 20 Mbs. I'm lucky if I get *****.. most of the time lower In the pass when they send a person out it will work for maybe a week before going to c*** again

  Business Response

  Date: 04/06/2023

  Good afternoon,
   
  ************************* will be the Case Manager assigned to this issue with 5/5/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group