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:02/28/2023

  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.

  The company bought out my internet provider Quantum Fiber and since they took over (it has been over half a year I think) almost nothing works correct. Account management, logging in to your account to access technical support. I have spent over a week trying to get ahold of support and I have not been able to get hold of them. This company has 100s of complaints about it since it took over. Just look them up. Aren't you guys supposed to be here to stop customers from being screwed over? 1. A lot of the information and FAQ on their site is incorrect or at least in my situation. I have been trying to get a hold of support via phone, but it requires my account number. Their FAQ says that the information is on my bill at the top. It is not there.2. Contacting support via their online chat, asks me to verify my account information. I do, but it when it gets to the zip code it says my zip code is incorrect. Except when I log into my account it shows the correct zip code.3. Contacting support via their online form submission. When I go to hit the submit button after filling out the information it just says that the link is invalid.Since they are currently the only fiber internet provider in my area I am pretty much screwed, but can't you guys do something to assist? At least force them to update their site and correctly provide support to their customers. It would seem that since they took over they haven't fixed any of the site information.

  Business Response

  Date: 03/01/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 3/29/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/02/2023

   
  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:02/27/2023

  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.

  DSL internet service has been down for about a month now. They said the issue is the modem so I bought a new modem and it still did not work. I am not getting any DSL service but when I test the phone line, it gets a signal, so the issue is not on my end. They claim they need to send a tech down to repair the line but the issue seems to be on their end. The tech support, both online and over the phone appears to be outsourced and I have no confidence that they know what they are doing. When they told me I needed a new modem they tried to charge me, then when I threatened to cancel, they said "why would you want to cancel when I gave you a free modem?" Either they don't know how to check if my internet service is turned on, they aren't checking and they're lying that they are, or they need to repair their equipment somewhere. My internet service has been slowly getting worse ever since Brightspeed purchased CenturyLink back in October before finally completely dying in January. The odds that my modem or DSL line just happened to go down when it never had these issues before when I still had CenturyLink, right when this new company takes over does not seem plausible. I have also had previous outages in December when I lost service for a week before it came back on. The current situation is the same other than the fact that it has been a month. I have read from other customers that they do not fully attempt to fix issues unless they are reported to the BBB. I do not wish to pay for a tech to come to my house when it seems like the issue is on their end. I would like them to fix their equipment or turn my internet back on since I am still paying for it.

  Business Response

  Date: 02/28/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 3/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/02/2023

   
  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:02/27/2023

  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.

  Since Bright speed took over my CenturyLink account I have not had internet daily, it took me forever to be able to actually login to pay, even today I cannot see my actual account..only pay my bills. This morning our internet shut off. My bill is not due until March 7th. I called, was told they could reboot me from their end, got send to tech area..then was told they would need to send a tech for $100 just to reboot, and told me I should pay for line insurance at $16 a month. After I told them I wouldn't I got told it would be two weeks then before they will send someone to get my internet back up, unless I buy the insurance. This company is a scam company. I don't understand how century link could let them take over some of their accounts.

  Business Response

  Date: 02/28/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 3/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/01/2023

   
  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:02/27/2023

  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 internet problems for way longer than 12 months and I have complained to the company time and time again. The equipment on the pole in front of my house has out dated equipment and needs to be replaced. I have been told buy the technicians that the company will not replace due to the cost , but they keep charging me for internet and it takes to long to get a repair man out. I need a repair now and the soonest they can get to me is 11 days out.

  Business Response

  Date: 02/28/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 3/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/28/2023

   
  I am rejecting this response because: Everything takes to long to complete. I work on the computer at my home and this is costing me a lot of money. I tried to call the company today and all I get is a recording and it hangs up on me. I never get to talk to anyone all you can do is chat. I want my bill adjusted and to have steady service sooner than 11 days.
  
  

• Initial Complaint

  Date:02/27/2023

  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 signed up for internet, phone and cable services with Century Link in December, 2021. One bill was received for all three services, and each bill broke down Century Link fees and ********** In June, 2022, Century Link ***************, where Century Link would bill us for internet and phone, and a separate bill would come from ********** I received a bill from Century Link, dated 6/20/22, for a total of $225.27, which included Century Link's portion of $109.58 and *********'s portion of $115.69. Services on the bill stated they were for 6/20/22 thru 7/19/22. I then received a bill two days later from ********** dated 6/22/22, for services for 6/23/22 until 7/22/22, in the amount of $115.69. I paid ********* directly their $115.69, and paid Century Link their portion of $109.58. Had I paid Century Link the $225.27 invoiced, I would have made a double payment for **********Since then, Brightspeed took over Century Link. Brightspeed continues to say there is a balance due (from that $115.69 I didn't pay from the June invoice), and I continue to get charged a late fee of $34.00 per month. As of today, 2/25/23, the most current bill states I have a balance forward of $177.31, and current services of $144.63 (which include a $34 late payment fee), for a total due of $321.94. I only owe them the current charges, without the late payment fee for a total of $110.60. I've had multiple phone calls and chats with Brightspeed who don't seem to comprehend that I was charged for services in June, 2022, that were already billed by the actual provider. Unfortunately, where I live, my only option for internet and phone service is Brightspeed. I have copies of all invoices and payment records. I'm looking for resolution to remove all late fees and any balance that keeps being brought forward, which right now is $211.31. Once I pay the February invoice, another $34.00 late payment fee will be added to the next bill. I need resolution. This seems to be never ending.

  Business Response

  Date: 02/28/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 3/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/27/2023

  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 problems continue ??enturyLink for years and now the same with Brightspeed. Same agents same elevator Music same repair guys same problems NO INTERNET OR INTERMITTENT INTERNET. I feel like l am and employee of these companies. Ive been on the phone or in a chat or text messaging so many times. Honestly, its been weeks and months of doing it to no avail. I basically pay for a service that l dont get. My neighbors have also had the same issue with slow or no Internet. After being on the phone for hours just to rate a repair appointment. The repair man finally comes to fix it. And it literally drops no Internet as soon as his vehicle leaves the driveway. Ive been told l could get faster Internet speed. After submitting the request be disconnected for two weeks because l requested the faster speed. This happened twice with ??enturyLink no Internet for a month. The executive from ??enturyLink said do not ask for a higher speed and you wont lose your internet Mam. The repairmen who came to hook up the faster speed said. The office said you could get it but really you cant because your area isnt banded. Whatever that means. So, after the govt grant ***** was announced... ??enturyLink sold my accounts to this other company Brightspeed. I guess they both got grant ***** to provide people like me who live in rural areas internet access. But like I said earlier it feels like the same company. Just different names. Same elevator Music, same reps, repair trucks are still ??enturyLink. Please stop telling me my service was disconnected in Oct 2022 when youve been auto deduct your payment from my bank account each month for a service you obviously are struggling to provide with your rolling black outs. Please provide a stable internet service with the correct speed l pay for my payment is auto deducted, never been late. So tired of this ripoff. My phone line needs replaced from state route 795 to home and I need to be compensated Oct 2022 and supplied what l pay for.

  Business Response

  Date: 02/28/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 3/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  Brightspeed continues to add late fees on my billing statement, even though my bank autopay shows the bills being paid prior to the due dates. Note: The excess charge is not even explained on the statement. I had to call their rep to find out why they are trying to increase my rate. When I spoke with their customer service rep, he said the fee will be removed, yet it shows up again on the next monthly statement, which was also paid prior to the due date, as set up on my bank autopay. This is beginning to smell like another scam to gradually cheat customers out of ever increasing fees, hoping the customer either wont notice or will just not complain. Please help stop Brightspeed from this type of bad behavior, which could result in class action suit. Thank you.

  Business Response

  Date: 02/28/2023

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 3/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/27/2023

  Type:Product 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 took over CenturyLink email. We, the customers, had no say.I cannot log in to the Brightspeed user screen as the ****************** log in screen denies my address, email and phone number.I have talked with two customer service reps and gotten zero accomplished for two months, now.I am STILL talking to a customer rep and I just tried, two months after the take over, to log in. Still cannot.The email screen is laid out like an child did it. The difference between viewed emails and new is very slight. Actions like move, delete, move to, are hidden until you select an email. Completely different from CenturyLink or any other email layout I have ever seen.So, two months and NO login allowed.NOT a customer-oriented company. I recognize the work on the email screen and the log in home screen. It is obvious it is of foreign origin.If it is not cleared up soon, HughesNet will be getting a call from me.

  Business Response

  Date: 02/28/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 3/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 03/01/2023

   
  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. 

  Also, working with a customer service person who did a GREAT job, I can utilize the account at Brightspeed, now.

  Apparently, my first customer care person....did not care.

   

  Please cancel the complaint.

   

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

  
  

• Initial Complaint

  Date:02/27/2023

  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 customers for 4 years. Our service doesnt work right. They refuse to fix it. Tech told my husband that they are not allowed to order new parts to fix our service in our area. I have called over 100 times in 4 years to complain and ask fo a service tech to come out. This past Jan they sent a tech out said the problem was on their end. He couldnt fix it due to the company not being allowed to order new parts. I have an online business and have lost more work due to our service not working more so than it does. When we watch a 25 minute show it takes 2 hours. Supervisors hang up on us when we try to talk to them. The customer service agents are extremely rude and cannot understand them. They promise to credit your account due to service not working and never do. They never make it right. We dont have many Wi-Fi options in this area and are stuck using them.

  Business Response

  Date: 02/28/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 3/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/24/2023

  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 was a CenturyLink customer for years and a part of their business got sold out to BrightSpeed. Shortly after this happened I have been getting past due notices and poor internet service. Out of the four years that I have had this service I have never been late paying my bill. Well the internet has been going in and out for over a month now. I work during the day, therefore when I get home and have a chance to call them, they are already closed or about to close and all I get is a machine telling me the office is closed. I called them last Friday, February the 17th and went through the trouble shooting and everything and was told a technician needed to come out; got an appointment for Monday, February 20th. Later that day, got a message saying the problem was fixed, so i cancelled the appointment. The problem started back that night however they were already closed. Called them four time on Thursday, February 23rd. At last I was finally able to speak with an supervisor whom promised me that someone would be out the next day between 3:30 and 5 p.m.. Well got an message this morning Thursday February 24th that the technician was on his way. Call Brightspeed to speak with someone and asked for a supervisor whom i denied.

  Business Response

  Date: 02/27/2023

  Good morning,
   
  

  Customer Answer

  Date: 02/27/2023

   
  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.