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:03/30/2023

  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.

  I finally got a mail copy of my bill after 2 months of requesting one. We are unable to access our acct online even though the account number is the same. We get a notice saying that our service was cancelled.To add insult they added an additional late fee of $34. We just changed to centurylink in December after being with our last provider for 15 years. The companys customer service SUCKED.Well this company if far worse. I called to cancel our home phone the agent cancelled our whole service. We live 5 city blocks from their tech office it took 3-4 days to return internet service.I also was told that month would be free it took 3 phone calls to get that to actually happen.Our service is spotty to say the least, do not have ability to access online acct to run diagnostics ourselves & the complete run around and being disconnected after on hold for ***** minutes is unacceptable.The acct # is *********, I am unable to get the photos to attach. I will reply to a email from you to send you the photos off my phone.

  Business Response

  Date: 03/30/2023

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 4/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/31/2023

   
  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:03/30/2023

  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.

  Paying $120 a month for 10Mbps. Getting less than 1. Have been for a few weeks now. My wife works from home and yet they still refuse to do anything about it. As long as we pay our bill on time, they dont care. How can this company still be operating? I know zero people that are happy with this company. And in my line of work, I know a lot of bright speed customers.

  Business Response

  Date: 03/30/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 4/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/30/2023

   
  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:03/30/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Brightspeed internet, previously Century Link. It took me more legwork than should be necessary to initiate a business relationship but I persevered because this provider is the only one that has any service at my address. I made contact with them today 3/29/2023 to explain that I currently have internet where the fastest available was only up to 10 mbps. Speed test show that I rarely get over 6mbps. My request was to get a ticket in with the company engineers/construction team to have my area reviewed, as when I go to the website for this company they are putting fiber in may neighborhoods , while my address has never been updated to just what would be normal high speed internet and I am paying more than someone who was getting fiber would pay for an older technology- which I will add I had to call and spend hours on the phone to even get the bill to where it is now. Though my ask is simple- should have been a ticket that tech support or even servicing could understand and assist with. I spoke with the First Gentleman who said I needed to go to tech support, I was sent to tech- no explanation provided to tech so I had to explain everything, they told me they would search for higher speeds- I advised them that is not my request because I already know there are none available, she (Divine) continued to speak to my home having too many connected devices and our need to remove them for better service, I asked her for a manager and she said Ill get someone from our solutions team, I asked her was the solutions team a management team, she transferred me with no further response saying they will help you, I get to solutions and get ***** who needs a full explanation, she the tells me she will search for higher speeds, I tell her that there are none available and again state my request for a review of my area for better technology, she then tells me I need to speak to the tech team. I express that tech is who sent me to her, I ask for a supervisor or manager, she places me on hold and comes back to say that no managers are available I can call back or she can get me to tech. I chose to disconnect

  Business Response

  Date: 03/30/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 4/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/30/2023

   
  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:03/30/2023

  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.

  Billing errors, can not pay bill on internet, charged processing fees for paying over phone when their internet does work, customer service is always in *********** and can not solve problems

  Business Response

  Date: 03/30/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 4/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:03/29/2023

  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.

  On march28th 2023 a payment was taken out of my account. It cleared the account but my services still was not turned back on. And then March 28th 2023 another payment was taken out of my account and services still was not turned back on. So I lost 2 payments that cleared and still no services. They told me it was failed, but like I said it cleared 2 different accounts and nothing. Please be aware when you do prepaid with brightspeed.

  Business Response

  Date: 03/29/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 4/27/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/30/2023

   
  I am rejecting this response because:
  There nothing

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been out of internet service since Sat. March 25 at 9:20PM when we had a power outage. Brightspeed customer service folks are barely understandable. They admitted to an outage and we would have service the next day. Called the next day again after we were told service would be back online. No service, said the next day. The next day, still no service. Yesterday, March 28th our neighbors had service and we are still without service. Called customer service and were finally told a tech would have to come out the following day and someone would need to be home between 8AM to 5PM or we could send them an email or contact them via their web site. Apparently, everyone does not work from home and to stay available all day hoping they will show up is crazy. Advised them that is not possible for us to contact them based on their suggestion as we do not have internet service. **************** is just like **********************, horrible. They need folks that speak better English and understand customers cannot send them messages over the internet when you have no service. They need to replace all the lines and install fiber. They also need completion which they do not have in our area. What is also amazing is you have to provide the same information over and over again, i.e. your account number, last four of your SS., address, whose name is on the account. This is the computer age and apparently, Brightspeed is still in the stone age.

  Business Response

  Date: 03/29/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 4/27/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:03/28/2023

  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.

  In February, I contacted Brightspeed to ask about cancelling my landline. During my chat, I made sure to ask if cancelling my landline would affect my internet speed that I was currently getting. I was assured that it would not. When my line was finally cancelled in March, my internet speed did in fact go from 8 mbps to less than 2 mbps. I called customer service and was told that I could get a bonded internet service to get me back to my 8 mbps speed. This order was cancelled by Brightspeed today saying that my area did not have any availability to expand. I feel that since I just gave up my internet spot, there is definitely still availability. I was even willing to increase my internet cost and pay more than I was paying for a landline and internet to get my speed back up but they will do nothing to help me. I believe that since the representative told me my speed would not be affected, yet it in fact was, should make them have to help me reinstate my service.

  Business Response

  Date: 03/29/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 4/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/30/2023

   
  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:03/28/2023

  Type:Billing 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.

  Service discontinued- Account Number *********. Recieved a bill for $85.72 (Normal bill is $47.75) Called Brightspeed and they offered No explaination of the high bill but offered to reduce the bill to $41.24. When asked for how many dats in the billing cycle we were being charged they replied 6 days. When asked further thet the bill was only for 6 days and the charge was almost the same as for a month rhe representative could only say thats all he could do. When I asked to speak to his manager I was informed he was in a meeting and the rep had been texting with him to get the rate decrease. I asked if there was anyone else I could speak with and was informed no. This bill is for my mother who is 88 years old and has been a customer for 48 years. I relayed this to the rep but he stated there wasn't anything else he could do. My concerns are the first bill was well over any previous monthly bill and no explanation of why? Next is they still want to charge almostly for a completee month when they admit the service was only for 6 during which time I have been working with both **** and Brightspeed to have her number changed and they have documentation of that too.

  Business Response

  Date: 03/29/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 4/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/29/2023

   
  I am rejecting this response because:
  If I am reading the notification correctly Brightspeed has only assigned a case manager and I do not see where a response has been offered? I did not select Accept as you may consider that as I am accepting this and close the case. 

  Business Response

  Date: 04/05/2023

  *** behalf of ******************* ****, the Better Business Bureau (BBB) filed a complaint with Brightspeed about a billing issue that involved his mothers account, **********************. In the desired settlement statement, ******************* **** as Brightspeed to adjust the billing to reflect the correct amount owed.

  Brightspeed has completed our investigation concerning the billing account *********. Brightspeed verified that the account is set up in the name of ********************* at ***************************************************. Also, we confirmed that ******************* **** is not listed as an authorized party on *********************** Brightspeed account. The service consisted of Brightspeed Home Phone and Long-distance services, a monthly cost of $71.38, excluding taxes, fees, and surcharges. A disconnect service order was issued on March 15, 2023, and completed on March 20, 2023; the local and long-distance service periods reflected March 15, 2023, through April 14, 2023.

  According to Brightspeed records, a new tentative ban was created on March 14, 2023, to put the telephone number ********** back into Brightspeed records because the telephone number was never ported out due to a system issue. On March 15, 2023, the telephone number ********** was ported out successfully. The bill date, March 15, 2023, reflects a previous balance of $0.00, the payment received of $0.00, a balance forward of $0.00, and total new charges of $85.72, due by April 04, 2023.

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement. Brightspeed adjusted the bill charges of $56.99 on March 20, 2023, which left a balance of $41.24. A customer satisfaction credit of $41.24 has been issued to satisfy the balance.

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

   

   

  Thanks,

   

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

  Customer Answer

  Date: 04/06/2023

   
  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:03/28/2023

  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.

  I have been without internet services for several days (though my neighbors have services). I have tried multiple ways to speak with a Brightspeed agent and get disconnected every time (they end the chat). When my connection got restored late on 3/27 the signal was weak. I was offered a credit and a free modem but they can not send me anything until the connection is restored. Which we are now on day 5. Everyday the conversation is the same (they repeat themselves over and over). I get the run around every time and then disconnected. They lack costumer services skills is unsettling. I should be heard and acknowledge. I asked if they can replace my modem they said not util connection is restored but all they have is est. of timeframe (that has been adding by the day). I just want my credit and free modem. I work from home and can not do my job fully because they do not want to see if maybe upgrading to a Brightspeed modem will help. I still have the centurylink modem (Brightspeed bought them out).

  Business Response

  Date: 03/28/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 4/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:03/28/2023

  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.

  The phone service in these parts has never been good, but now it only works part of the time. I may go days without phone and internet and the it will come back on for a few weeks then a few days later it goes down again. I have called may times and spoke you their people to try and get the problem fixed. 9 times out of 10 they want to say the problem in in my home. To prove the problem is elsewhere I have taken a phone and hooked it to the main at the box and there is still issues. Over 2 years ago a phone line going to the neighbors house was broken and to this day it still lays above ground 1/2 assed spliced together. I pay ****** a month for a service that I can not depend on. Being in the country their lines is all I have to revive phone and internet. This isnt just a bright speed problem its a system problem here. I had so many problems when my mother was under hospice care at my home Centurylink actually provided me with an advocate to handle the issues. I called yesterday and scheduled a repair of the system for this morning and no one ever showed up and the phone line is still out. I am trying to start a company and am using the land line for the company. I cant even be sure my service works. Please help I just want to receive what I pay for and a stable service.

  Business Response

  Date: 03/28/2023

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 4/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/29/2023

   
  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.