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:02/17/2023

  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.

  I was a Century Link customer with land line for 56 years and now they turned me over to Brightspeed. When I try to access my account to look at my statement the user ID and password are incorrect. I tried to reset but no help. I've tried calling and cannot get anyone on the phone. The phone call is a loop from Brightspeed to Century Link and back to Brightspeed, then disconnected. I've emailed messages for someone to call me but no results. Internet is slow and I wanted to find out about an upgrade, but can't talk to anyone about it. Very frustrating.

  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:02/16/2023

  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 behalf of my elderly father, ******************************. Service to ***********************, **********, ** is horrible. ****** and wife are homebound elderly seniors located in rural **********, **. The telephone service provided by Brightspeed is unreliable and frequently unavailable. They go for days without telephone service/support due to inoperable phone service. Most recently, 12/15/22 ticket #*******, 12/21/22 ticket #*******, 2/14/23 ticket #*******. The phone service issue is always somewhere in the line, external to the residence. ****** and wife are both homebound and reside on a farm, miles from the closest town. Cellular service is not an option as coverage is week to nonexistent due to distance from cell tower. They are dependent upon the telephone landline service for any emergency or critical situation. Brightspeed provides many reasons for the outage, and outages continue on a regular basis. They have had Brightspeed, formerly Century Link prior to Brightspeed purchase of Century Link, for many years. ******** always paid on time but service to the home interrupted for several days, 2 to 4 times every few months per year on average these last (3) years. The resolution I seek is a reliable, dependable, always available functional phone system, and prompt repair in those times when needed. Some manner of alert is needed as when phone service is interrupted, they cannot make a report!

  Business Response

  Date: 02/16/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 3/17/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/16/2023

   
  I am rejecting this response because it is only future 3/17/23 date as the completion date for research and resolution.  Thus, I cannot confirm to BBB that the issue is resolved.
  
  

• Initial Complaint

  Date:02/16/2023

  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.

  On 1/19/23 Brightspeed offered their internet service for my home and they charged my bank card account $66.24 dlls and said a technitian would show up on 1/20/23. No one showed up and after me calling for a couple of days everyday no one in that company could give me any information abouth me or my service, they just kept saying they didnt know what happened, I would tell them how come you got my money out of my bank account but no one has any information on me or my address?Every time I requested to talk to a supervisor there was never anyone available to talk to me, they just kept saying that they couldnt do anything that I needed to ask my bank to get my refund. My bank said that all they could do is change my card so they didnt get any more money out, but to ask the company for my refund. A week later I get an email from Century Link saying that by *** I would get a modem and that apparently it was delivered on 1/27/23 (which never arrived either), when I tried calling them they said that it was actually Brightspeed the company I need to talk to, again so confusing by now. I emailed every email I could find to complaint but no one would talk to me or do anything for me, in one of my emails I even said that I would report them with BBB and that is when I started getting emails only form their ******************************************** up to now they have open a couple of cases looking into my problem but nothing yet.The last email said that they were going to cancel my service, they said they would try to see about a refund, but nothing yet and apparently they said also they this would take a long time if it happens.Its been 28 days since this Brightspeed took my money from my account and no one has helped me in getting me back my refund, and every time I email them they open another case # with their customer advocacy ***** and another person emails me, I am not getting any where, please help me with this company that just stole my money, thank you

  Business Response

  Date: 02/16/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 3/17/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/16/2023

   
  I am rejecting this response because:

  I have been dealing with this company for almost a month now and every time they assign a case # with a different person, never by phone only by emails, there was never one person to followed through, and up to now because you BBB got involved now they assign a "real person" to deal with my problem that they created from the beginning.

  Until I received my refund that is when I will feel satisfied, they just keep saying that they dont know when this will happen and now they even tell you that it will de dealt with in March, really??? 

  I don't trust this company in any way, first they just took my money out of my bank account, my bank had to change my card  so they didnt have any more access to it, since then no one has talked to me to tell me what happened, and they even have the nerve to say that if I dont return the modem that they can charge me up to 200 dlls if I dont return it, I never received anything!!!

  As a customer I dont think it is fair for companies like this one to take advantage of the customer and treat us like nothing, when all their bad doing was on their part.

  I really hope that you can help with this company and actually see what caos they caused with my need of service for internet and my bank situation.

  Thanks 

   

   

   

   

  
  

  Business Response

  Date: 03/20/2023

  Brightspeed has completed a review of the complaint filed by *********************** regarding a refund owed after **************** was not installed.

   

  Records indicate that it previously received and investigated this dispute in response to a complaint filed with the Brightspeed ************ team. The ************ team has been in direct contact with the customer and is still investigating this matter and will provide a resolution to the customer once the investigation is complete.

   

   

  Thank you,

  Customer Answer

  Date: 03/21/2023

   
  I am rejecting this response because:

  I will not be satisfy with this company until they send me my refund check.

  Its been more than two months that they took my money and no refund yet and they still dont know how long this will take, really???

  It is not fair that this company hasnt  sent me my refund yet, after two months and counting, after they have admitted that they never gave me any service, and that I never received any modem and still they are "investigating" what a joke. 

  Thanks BBB for your help in this matter. 
  

   

   

   

   

   

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Their website provides misleading/false information. We are changing to a new house, and their website clearly states that you can transfer services to the new house at no fee. I call to do this, and they claim that I have to order a new subscription and will not be refunded for my current payments (nearly a months worth).Beyond this, customer service has been awful. Every time its takes 4 hours to get anything done, and that's if the issue is resolved. When I contacted them about this issue, they claimed they would send me an email about my complaint to follow up with, but they never did. There is no reasonable avenue to lodge any sort of complaint or issue and actually receive a response.

  Business Response

  Date: 02/16/2023

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 3/17/23 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 is just a ticket. Nothing has been proposed or resolved yet
  

  Business Response

  Date: 02/17/2023

  Good afternoon,

  A service order has been placed by our Fiber Success team on 2/17/23.  The scheduled due date for the service order is showing 2/21/23.  *********** is provided by Brightspeed's ************* and service orders are handled differently than regular Brightspeed accounts that are not serviced by the ************* service.  The customer will continue to work with a Fiber Success ********** to ensure that the order is worked and completed.

   

  Thank you,

  Brightspeed - PUC  Customer Advocacy Group

  Customer Answer

  Date: 02/22/2023

   
  I am rejecting this response because:
  
  ticket not a response

  Business Response

  Date: 04/19/2023

  The original customer complaint and complaint summary documenting the resolution for *********************** - QF ******* are included for your review.
  
  Case Manager Name: ***************************
  Case Number: 56119892
  BTN/BAN: *******
  Internet Technology: Quantum Fiber
  Date Received: 2/16/2023
  Date Resolved: 3/17/2023
  Service Address:
  
  Primary Complaint: Order
  Sub Complaint: Fallout Not Worked Timely
  Resolution: Educated Customer
  Root Cause: Customer Misunderstanding
  
  Complaint Summary:
  Issue: The *** received a complaint from the BBB on behalf of *********************** regarding the process to move services from one address to another address. He states that the website advises that moving from one address to another is at no cost and that he is not being refunded the payment made at the old address. The case was received on 2/16/23.
  
  Findings/Resolution: When the case was received, the account was located and found to be a Quantum Fiber address and account. With QF services, the process is different than a regular residential account and therefore the services cannot be moved within the same account. The from address account has to be cancelled and a new account is created for the new address. Also when disconnecting an account, there are no prorated credits as the services are pre-paid and when charged, the service is good for the entire month. The fiber success team was sent an email advising of the complaint and they contacted the customer. The customer did not agree with the information provided, however, that was the final decision from the company's position. The customer's service at the new address was installed on 2/21/23 when the order was placed on 2/17/23 and the old service was disconnected. No other action has been taken.
  
  Please let me know if you have any questions.
  
  Thank you,
  
  ***************************

  Customer Answer

  Date: 04/19/2023

   
  I am rejecting this response because:
  The website has no clear distinction between services offered by fiber compared to regular. Due to this poor layout, the website seems in indicate (indiscrimately) that service can be transfered. There is no indication this is not available for fiber. I understand you do not offer the service, but your website says you do. Having seen this service was provided, I did not look into canceling my internet early, since you advertised I could transfer it. This cause me to make an extra month's payment. 

  This same bad layout has caused hours of confusion in the past too. I have collectively spent 8 hours on the phone with customer service (over 3-4 phone calls) because of this same vagueness of what services are offered to whom.

  Business Response

  Date: 04/25/2023

  Good afternoon,

  Thank you again for reaching back out and letting us know the customer's response.  We fully understands the customer's position and the reason for the confusion.  The information that the customer has provided has been sent to our leadership teams for review so that updates and additional information can be added to the website to give the customers a clearer description of what to expect and to differentiate the 2 different types of service and process.  Unfortunately at this time, the updates have not been made to provide that information and we hope to have those changes made soon. 

  Sincerely,

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

  Analyst II

  Customer Advocacy Group

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

• Initial Complaint

  Date:02/15/2023

  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.

  billed $92.71 for service from Jan. 6,2023 to Feb. 5, 2023. I lost service on Jan.9, 2023. They did not want to come and fix it in a timely matter, so I cancelled my service. I only had 3 days of service in January. they told they would adjust it and send a final bill. They sent a final bill, they forward the balance and charged a $34 late fee. they expect me to pay for a whole month of service plus late fee, when I only got 3 days of service.

  Business Response

  Date: 02/16/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 3/16/23 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: it's not resolved.
  
  

• Initial Complaint

  Date:02/15/2023

  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 discovered on Saturday that my e-mail account now associated with Brightspeed (formerly Centurylink) shut off my ability to reply to e-mails and to compose e-mails. The error message says I need to contact support. I have spent HOURS over the past 2 days trying to do that without success. I submitted a help request which was acknowledged by an e-mail but I still have the problem and have heard from nobody. I am not surprised, as a few weeks ago I submitted a help request after I learned that since at least mid-December I have not been receiving all my e-mails, but I never heard anything back on that problem, either. I cannot continue to have my ability to communicate by e-mail hampered. I can read the e-mails I receive, but I cannot reply to them or write new ones.

  Business Response

  Date: 02/16/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 3/16/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/17/2023

   
  Rejecting the business response because:

  The business responded only by assigning somebody to review the situation; they did nothing to resolve the problem.  They state they will take a MONTH to resolve the problem with my not being able to send or reply to e-mails.  UNACCEPTABLE.  Meanwhile, I tried again yesterday to solve the problem via the chat feature with their tech support.  Earlier in the week, a Brightspeed representative hung up on me 10 seconds after we connected by phone and I repeatedly was kicked off the tech chat with about 160 people ahead of me each time (transcripts of the chats say I left the chat -- not true).  I finally reached a tech support person yesterday who helped me fix the problem.  He did a nice job--kudos to him.  However, I had to sit at my computer from shortly after 1 pm until past 6 pm to reach my place in line and get the problem resolved due to over 200 people ahead of me.  Every few minutes I sent the chat system a note in hopes that it would keep the system from kicking me out; it worked.  But seriously, over 5 hours!   Is that any kind of way to treat your customers??   I wasted an entire afternoon and early evening at the computer, my body hurt from not being able to walk around, my dog missed his afternoon walk, and I got dinner and medicines late.  Taking 5 hours to get tech support is unsatisfactory.  I am still not getting all my e-mails and I still have a problem with my e-mail syncing with my cell phone.  I told the tech support guy I'd have to address those problems another time because of how late it was.  The tech support guy gave me links to check out, which I will do.  Brightspeed needs to learn what customer service is and isn't.  I used to work customer service for a major corporation. ****************** has much to improve upon; the good news is that it can't get much worse.

  
  

  Business Response

  Date: 02/21/2023

  CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  CenturyLink  sent notifications to the customers prior to the change to  Brightspeed that the email will be retained by CenturyLink.
  
  Brightspeed will not offer email to its customers.
  Customers with existing CenturyLink email addresses will retain them. All email support is handled by Mail 2 World.
  Using this link, ******************************************************** customers can:
  Chat for support M-F 9A-5P CT Submit a form for support.
  
  Thank you for allowing CenturyLink the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  Sincerely, 
  
  ***********************

• Initial Complaint

  Date:02/13/2023

  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 canceled my account with Centurylink in August of 2022. I received a bill after that which I paid. I then get another bill. I called and after speaking with then was told my account was paid in full and that I did not owe this bill. I received a bill this week from a collection agency for this balance. I cant get Centurylink to speak with me to resolve this issue. They now go by Brightspeed. I have spent 3 hours trying to get someone from Centurylink or Brightspeed to talk with me regarding this issue. Centurylink says I need to speak with Brightspeed and Brightspeed says I have to talk with Centurylink. I have been unsuccessful. That is why Im turning to you. I have seen Centurylink do this in the past to a former employer for the same reason. (Billing for a canceled account). Can you help me!

  Business Response

  Date: 02/15/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 3/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/13/2023

  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.

  *** called twice now trying to set up new **************** for my new construction address. Every time I get told i need to call back in 48 hours the first time I called was January 23 and the second time I called it was February 3 2023 My address is ****************************************************** its residential

  Business Response

  Date: 02/15/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 3/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/13/2023

  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.

  92 year old senor with medical needs is without a working ******** line phone service for over a week now. Trying to get Brightspeed to send a tech to repair landline phone. Phone is a must has life alert and heart montor in use and needs a working phone. Brightspeed has told us many things over the call line, but will not send a tech out till March 9th 2023. Over a month wait. She can not be without a phone.

  Business Response

  Date: 02/15/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 3/14/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/13/2023

  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.

  Issues with slow internet dating back to 2018 have resurfaced and I can't get anyone at Brightspeed to even listen long enough to admit there might be a problem. They keep telling me everything is fine when our speed is averaging maybe 0.5mbps. And despite me calling multiple times, they keep saying there is no record of any issues with our address. My plan was for 50mbps and we have never gotten even close to that, but the only solutions they offer is to upgrade my plan or to decrease the number of devices on it, even though we disconnect all extra devices already.They finally insisted it must be the modem we have being too old so I bought a new modem only to find that the new modem won't connect to the xbox we run our tv through. They then insisted that it isn't a problem on their end because my phone connected. There are many reports of the model of modem they sent me not connecting to game consoles, so it is definitely their problem. They have been avoiding me since and I can't get a hold of anyone to get the problem addressed.

  Business Response

  Date: 02/14/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 3/14/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group