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:02/21/2023

  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 am having issues with the phone. the company keeps hanging up on me. i go through the automated system just to be asked the same questions multiple times. they continuously hang up when i am trying to have them fix their issues on their service.

  Business Response

  Date: 02/21/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 3/22/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/21/2023

  Type:Delivery 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 trying to get landline service (they are the only option available in the rural area in live) after relocating from ** since Jan 19, 2023. I finally received the order confirmation in the mail. Received email Feb 17 that service would be activated by 5PM Feb 17. Did not happen. Called them and they said it was still pending and was told it would be active Feb 20. Received email Feb 20 indicating activation by 5 PM. Did not happen. Called again and told activation is by 7 not 5 PM. Did not happen by 7 either. I asked why it was not activated on 17th and told it had been cancelled but could not tell me when, by whom, or why. Over the past month I have spent over 4 hours on the phone with them. I also want to be compensated for time and frustration trying to get service.

  Business Response

  Date: 02/21/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 3/22/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/21/2023

  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.

  When I was a customer with ********************** the technician falsely diagnosed my modem has an issue. He then stole my high powered modem and replaced it with a used modem from his front seat of his work vehicle. The issue was then properly diagnosed as bad cable. As of February 20th 2023 it came to my attention I was charged for that used modem and on top of that never received my stolen goods back. I contacted century link manytimes regarding this and then without notice they switch companies to brightspeed. I notified bright speed immediately of this issue. They said they would look into it and handle it. They have not and they claim they have no information. They have confirmed that they own all contracts from CenturyLink and concerns associated those contracts but are reviewing to make me whole. They have information notating that I have paid for that used modem.

  Business Response

  Date: 02/21/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 3/22/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** for many years. Recently it was purchased by Brightspeed. Since 1/21/23, I have been unable to receive emails on my iPad, iPhone. Also, on my computer, I have been able to receive emails but cannot respond to emails. I cannot respond to emails on any device. I am paying for this service. I have tried many times to get this resolved but no one can help. Can you help me?

  Business Response

  Date: 02/21/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 3/22/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/21/2023

  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.

  Approximately two months ago, our internet company Century Link, changed its name to Brightspeed. Antivirus protection was always included as part of that service. Immediately, there was no virus protection offered by Brightspeed. I called Brightspeed numerous times, but the employees would not respond to my questions as to why the virus protection was removed. They would respond with silly answers that had nothing to do with the inquiry. It was maddening. If I asked, "what happened to the virus protection?" The response would be something along the lines of "**** had a little lamb." After filing a complaint with the *** against Brightspeed, Brightspeed responded by declaring that as of January 30, 2023, there would be a "link," which would install McAfee Antivirus Protection. Indeed, on January 30, a link did appear. After logging-in to my Brightspeed account, I performed all the required steps to install the McAfee, only to be taken to a page that required as subscription at a high cost. According to Brightspeed, the Mcafee Antivirus was part of our monthly service plan, not a separate charge, or account. I tried to download the antivirus onto my Smartphone, only to be taken to the same site offering a subscription at a high cost. This time, I did receive a message stating it was "error code 424,": and to contact ******. I called ******, and after spending much time on hold, an agent explained that they were having "issues," and that the protection would be offered soon. That was weeks ago, and still, all our devices have no protection. I updated the complaint with the ***, but there has been no response. Brightspeed will not address this issue, which originates with them.

  Business Response

  Date: 02/21/2023

  Good morning,
   
  ************************* will be the Case Manager assigned to this issue with 3/22/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/21/2023

   
  I am rejecting this response because: No response to the complaint, or any type of resolution is given! Just like their ******************* this is the same type of non-response. Useless.
  

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BrightSpeed bought Embarq and since the transaction we have not had access to our account even though we are current on our payments. in addition, we get no customer support. We are paying twice as much as advertised for a fraction or what is advertised. The company is unresponsive to any and all request for assistance. They have an automated customer service maze that never corrects the issue and never allows you to talk to a real person. They use the service issues to attempt to sell you protection services that will never get used or are already covered in original contract.

  Business Response

  Date: 02/21/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 3/22/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 06/20/2023

   
  I am rejecting this response because: I have been ignored by Brightspeed who is the only service provider in my area. We pay our bill with very little access and no customer service. We have no other option due to their monopoly in the are I live. I would like the service I paid for and not to be discriminated against.
  
  

  Business Response

  Date: 06/28/2023

  
  Response to customers concern.
  
  This customer rejected the last response because he was advised that we are not able to provide fiber internet to his home.
  Our field leadership and planning team advised that this is the highest speed that we have available at his address.
  I told him that I would check one more thing to see what can and cannot be done.
  The Planner in this area said that Brightspeed did not bypass this customer for *********************.
  There is a bidding process to get **** (Rural ************************* Grants for areas to receive funding.
  Brightspeed won the bid to the area that is adjacent to the customers home.
  The bid was won by another internet provider in the boundaries that the customer lives in.
  ****************** does not have the **** Grant ***** that can be used in his area.
  Currently we are delivering the highest speed available at his address.
  I called the customer as promised and was only able to reach voicemail. He was advised of the situation and has my desk number if he wants any further information. 

• Initial Complaint

  Date:02/21/2023

  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 have called Brightspeed several times over the last couple of months trying to cancel my landline. I have talked to many people over many days and given many phone numbers to call but no one gives me the right person/company to contact. I was on the phone today 2/17/23 with someone that seemed to be getting my landline canceled. We were on the phone for over half an hour when the phone went back to the main menu and they could not get me back to the original person I was speaking with.

  Business Response

  Date: 02/21/2023

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 3/22/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/22/2023

   
  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.

  Landline will be dropped on 2/23/23 with a reduction of bill by about $30 per month. 
  
  Thank you. 

  
  

• Initial Complaint

  Date:02/17/2023

  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.

  On 2/7/23 I received email stating I owed Brightspeed ****** for services dating back to Oct 2022. I called and they said Century Link had switched but I was not aware. After transferring to 7 different people and unable to understand anyone due to language barrier, we set up payment arrangement. They offered to upgrade at no additional charge. When I got home that day my internet was not working and has not worked since. I have spent over 8 hours on the phone at different days/times being transferred to SEVERAL different people that could hardly understand English with NO RESOLUTION to date. They finally decided it was my modem and SUPPOSEDLY overnighted a new modem on 2/13/23 but as of 2/17 I have not received it. I called 2/16 and they said it would be delivered 2/17 via ***** and it was not. This is by far the worse customer service I have ever encountered. I live in a rural area with limited access to other internet services and am solely dependent on Brightspeed as it is all that is offered in my area. Please look into this as I have talked to other people who have encountered similar incidences with Brightspeed

  Business Response

  Date: 02/17/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 3/18/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled our service with CenturyTel in August 2022 and had a credit balance on our account of $395.21. Apparently, CenturyTel sold our account to Brightspeed. I called Brightspeed in December 2022 and inquired about our refund and was told that the refund was being processed and would take ***** days to receive the refund. I never received the refund so in January 2023 I called Brightspeed again and was informed that the refund was never processed but that they were now doing it now and it will take another ***** days to process the refund. As of today we still have not received our refund.

  Business Response

  Date: 02/17/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 3/18/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/17/2023

   
  I am rejecting this response because:  this has already taken over 5 months and at least 4 phone calls to attempt to receive my reimbursement and now they are asking for 1 more month.  
  Other consumers need to be aware of their business practices.

  Business Response

  Date: 04/13/2023

  The following information is provided in response to complaint filed by ********************* in reference to billing dispute.  Cancelled our service with CenturyTel in August 2022 and had a credit balance on our account of $395.21. Apparently, CenturyTel sold our account to Brightspeed. I called Brightspeed in December 2022 and inquired about our refund and was told that the refund was being processed and would take ***** days to receive the refund. I never received the refund so in January 2023 I called Brightspeed again and was informed that the refund was never processed but that they were now doing it now and it will take another ***** days to process the refund. As of today we still have not received our refund.
  
  The complaint has been referred to CenturyLink for review.  Brightspeed is unable to view this disconnected account.  For additional information, please contact **************.
  
  We apologize for any inconvenience experienced. 
  
  Thank you,
  
  Kandi

• Initial Complaint

  Date:02/17/2023

  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.

  On 1/31 my internet went down. Brightspeed has yet to fix the problem or offer a solution. This is the only provider available in this little section of the most affluent county of *******. I have called and chatted multiple times with customer service and have been told many different stories about what is actually broken and when it will be repaired. I have asked to talk to a supervisor 3 times and have never been connected. Their online outage trouble shooter simply updates every ***** hours with a new time for service restoration. I have been told it was a server issue. I have been told its an issue with the line (have never seen a service truck out to my house). I have been told its a problem with a part in the main box. This is the only means of connection for childrens school work and my hospital work that happens after hours once the office has closed. I understand that a fix may take more than a day. At this point their lack of ability to provide any concrete answers or allow me to talk to someone other than entry level customer service is not good business.

  Business Response

  Date: 02/17/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 3/18/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/19/2023

   
  I am rejecting this response because: there has been no explanation of the issue.  The response was that they have assigned a case manager with resolution date of 3/18.  I have not had service since 1/31.  This is not an acceptable solution.