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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 2,798 total complaints in the last 3 years.
  • 1,308 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/28/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 was a previous centurylink customer who was forced to transition to ******************. Since switching my service has been terrible. We are 27 days into the month and I have been without internet for 20 of those. I have called and they schedule a tech who never shows they say they cancelled ** my outage is fixed but then I call them and they tell me theres no outage I just need a new modem. Which they have sent me and I still dont have internet. My neighbors dont have it either. We have told them about someone digging and they dug up lines and they tell us no we are lying its an issue with our modem. Unfortunately brightspeed is the only provider in it area at this point.

    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: 03/28/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:03/27/2023

    Type:Product Issues
    Status:
    Resolved
    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 supplier is Brightspeed. Every time it rains hard in my area the internet goes down and it takes about 5 days for someone to come out and fix the problem. Most of the time they insist it is my fault. It never has been, the problem is always with Brightspeed.

    Business Response

    Date: 03/27/2023

    Good afternoon,

    ******************* will be the Case Manager assigned to this issue with 04/25/23 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

    Customer Answer

    Date: 03/28/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 long time customers of our Internet provider, over 10 years. We have been having issues for the last several months with our connection. We decided to add another line to our Home to help alleviate the issues with working from home. On March 14th a Brightspeed employee named ****** came at 9 am to install the line but he was not given the correct information and did not do that originally. He just replaced our original line when I told him that was not correct this miscommunication ended up causing him to work till 1 that day. He complained about that but that he would see the job thru. The line was installed he then informed me that the modem would be delivered in a week. As of now it has not been delivered! My husband reached out via chat on Friday 3/24 and after 2 attempts finally was told by an employee they would overnight the modem. They have not done that and the tracking number they gave us for the package does not exist when we tried tracking it. We would like to speak to someone that speaks english and have them resolve this issue without further cost. We are beyond frustrated at this point and have no other company we can turn to because no one else services our area. Please help!

    Business Response

    Date: 03/27/2023

    Good afternoon,

    *********************** will be the Case Manager assigned to this issue with 4/25/23 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

    Customer Answer

    Date: 03/29/2023

     
    I am rejecting this response because: We have not heard from any Brightspeed employee regarding our issue and we still have not received our modem. They have now charged us for a month's service of internet on this line that we have not been able to use. We will not pay until we hear from someone! 

    Business Response

    Date: 04/11/2023

    Brightspeed appreciated the opportunity to review the issues or concerns regarding the complaint that has been submitted by ********************************  In her complaint ******************* states of service issues for several months.  She advised that they decided to add a second line to help with the service issues.  After some delays and confusion, the technician was able to install the second line, but a modem would be delivered within a week.  She also inquired about the modem but never received it.

    Brightspeed regrets any inconvenience regarding the modem not being delivered in a timely fashion.  I found that a modem was ordered on March 24th.  ******** with confirmation number 1Z5V81380301678522, it was to be delivered on March 29th.  I was also able to confirm per *** that the modem was delivered on March 29th and left at the front door at 1:19 pm.  Being that the modem not being delivered seemed to be the main issue, not sure as to why the complaint was closed by the customer as unresolved via complaint # 53535249-825E0.

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


    Sincerely, 

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

    Customer Answer

    Date: 04/11/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution was fine but their lack of communication and concern on the matter was irritating to me.

    Thank you. 

  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 March 6, 2023, I had a Brihgtspeed repair man come out to fix my internet. Now I am being charged a $99.00 work fee and a $25.00 trip charge. Since Brightspeed has taken over, the services have been deplorable and I have had a hard time getting my bill right. The internet goes out on a daily basis. I have been told repeatedly the equipment out here is outdated and needs upgrading. All I am asking for is to drop the repair charges.

    Business Response

    Date: 03/27/2023

    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 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. As long as a reasonable response is put forward.  

    Thank you. 

  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Repeatedly lose internet and then on phone with support they try and sell me a protection plan for them to send antech out to fix an issue this is after many phone calls and everytime the issue is a different thing each time all they do for support is tell you to run an internet speed test and then after 5 mins off the phone the internet goes back down. They have been scamming my grandmother for months now with less than 10% internet speed than what she is paying for and the internet has been down more than 50% of the time. This business is scamming people and needs to be shut down i understand that isnt the bbbs job but something has to be done on the governmental level there is not a single 2 star or higher reciew on the internet for this business and everyone who had century link basically was scammed when these crooks took over please this business needs a serious investigation done on it. At one point they even asked if my dog was a possible reason my internet was slow and shut off i asked how my dog would affect the internet and then was told one moment sir and 5 minutes later the topic was completely changed to the support asking me to subscribe to a protection plan incase something is wrong with my internet i asked how a dog would affect me not having online services once more and was asked if a tech could come out. This is a scam. It is fraud. This company is the same as a scam caller preying on the elderly. Same tactics same values as a scammer.

    Business Response

    Date: 03/27/2023

    Good afternoon,

    ********************* will be the Case Manager assigned to this issue with 4/25/23 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 October of 2022 my parents phone and internet services were transferred from CenturyLink to Brightspeed. In November after Brightspeed took over, their internet speed dropped to 3 or 4 megabits. I called Brightspeed on behalf of my parents since they are 84 and my father has ***********. When I called I was told they live in rural area and that's the best they could do for their area. I was dumbfounded since Centurylink always had good internet service. We decided to move both their internet and phone service to Optimum. We called Brightspeed and requested a cancelation and to have the phone number ported to Optimum. We disconnected the modem and and sent it back to Brightspeed. We thought everything was taken care of since the new carrier came to my parents home and installed the new modem/phone service. In late November we received another bill from Brightspeed for both internet and phone service. I called them on behalf of my parents and said we canceled the service, why are we receiving another bill since it was canceled and the phone was ported to Optimum. They then told me that we called and canceled the transfer, which we never did. I asked that the phone number be immediately ported and all Brightspeed services terminated. In late December we recieved the same bill again. We called again and they said the phone number was never ported and we canceled the cancellation order in November. This has happened every month since then and it is March 24, 2023. In February, I finally spoke with "Junior" in the ******************** at Brightspeed, and he was able to credit the December, January and February bill which at that time was a total of $255.63. He also worked with me to "supposedly" disconnect the service, credit the $255.63 to the account and port my parents phone number over Optimum. Yesterday we received another bill from Brightspeed. I just got off the phone with BS again. Rude **************** and the same thing

    Business Response

    Date: 03/27/2023

    Good afternoon,

    *********************** will be the Case Manager assigned to this issue with 4/25/23 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

  • Initial Complaint

    Date:03/24/2023

    Type:Billing Issues
    Status:
    Answered
    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 biggest thing is paying for internet service for 6 months that I never got, now they are asking for the final bill which I never saw.

    Business Response

    Date: 03/27/2023

    Good afternoon,

    *************************** will be the Case Manager assigned to this issue with 4/25/23 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

  • Initial Complaint

    Date:03/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Fix phone and internet issues. What are we paying for?? No phone, no internet, yet I still pay for the services brightspeed is NOT providing

    Business Response

    Date: 03/27/2023

    Good afternoon,

    *********************** will be the Case Manager assigned to this issue with 4/22/23 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

  • Initial Complaint

    Date:03/24/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 ordered internet service from this company since they are the only providers who service my remote area. I have been lied to over and over going on 3 months about my new service installations. I have had a total of 15 no show appointments and I have called many times and they keep running my credit and creating new accounts and new service orders that are never met.

    Business Response

    Date: 03/27/2023

    Good afternoon,

    *************************** will be the Case Manager assigned to this issue with 4/22/23 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

  • Initial Complaint

    Date:03/23/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 bought out CenturyLink, and did not provide us any correspondence that the switch occurred. We received no bills with bright-speed, and our accounts were on auto-draft with Century link, with electronic notifications set up. As I was budgeting for this quarter, I noticed the funds were not being auto drafted. I was unable to call century link- and directed to brightspeed. This was in December. I spoke with a rep who saw their mistake- not ours- when transferring our account. He stated he waived late fees, confirming they set us back up on notifications, auto draft and confirmed payment. Our services remained in tact, with no interruption but again- no communications either electronic or mailing regarding our accounts, billing or anything of the sort. March comes and I am auditing my budget to find it still isnt drafted. So I call the company on my break, and they confirm they did nothing on the first call and I now owe ****** in back payments and fees which i happily pay while on the line-same day. I notify them that I am at work and this simple phone call needs to be completed or I can call back. They do not allow me that option for risk of service interruption because they were not aware of our billing until I called them to make them aware and make payment. 2hrs later, they fix their error, take my payment in full- and I confirm with them that were good to go with no interruption. 5min after the call ended- they shut down my services. When I called back there was another 2 hour conversation where they transferred me back and forth and it would take a week before a tech can come and restore services after payment clears. They then say its my brand new modem. I told them its not. And they state they will charge me 100$ if Im not available for them to check it in a week (I have a health appointment that day and they cannot commit to a time, only a day that they will arrive.). In the meantime, I cannot complete my job and Im losing wages.

    Business Response

    Date: 03/27/2023

    Good afternoon,

    ********************* will be the Case Manager assigned to this issue with 4/21/23 as the completion date for research and resolution.

    Thank you,

    Brightspeed Customer Advocacy Group

Brightspeed is NOT a BBB Accredited Business.

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