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:02/09/2023

  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.

  Cancelled all of our services with them in Aug 2022 via telephone. We keep getting billed for 1 phone line. I have talked to them every month since and keep getting told that it will be taken care of. Every month they credit us for the previos months bill, but then bill us again. On Jan 11, 2023 I actually recorded the conversation with ****** stating that it will be taken care of and her supervisor ****** will follow up in February to make sure it is stopped. I just recieved another bill from them.

  Business Response

  Date: 02/09/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 3/10/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 05/05/2023

   
  I am rejecting this response because:

  We just received another bill from them today.  It's nice to see they lie to all types of businesses!  How about putting a few black marks against their rating to get their attention.

  I have attached a copy of the bill.

  ****

   

   

  
  
  

  Business Response

  Date: 05/05/2023

    

           The customer did receive another bill.

           This was credited off of the account.

           The correction coincided with the billing date and it charged the customer again.

           They should not be receiving any further billing.

  
  
  Thank You,
  
  
  *******************

• Initial Complaint

  Date:02/09/2023

  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.

  Brightspeep account # ********* I have been a customer of ******************** since ****. Brightspeed bought out Centurylink several months ago and since then my internet has not worked.For the last 3 months I have called Brightspeed customer support weekly and now daily for help repairing my internet, still no internet. They say they are sending a serviceman out and when the serviceman comes, he/she does something outside our home and states all is working. Still No Internet! They do not notify customers as to when the serviceman comes! When I asked why? The customer service support person says, it's up to the serviceman. I requested for the serviceman to notify me and was told that they do not do that! I am not making this up!I have requested to speak to a supervisor and he is always busy and does not make calls directly to unhappy customers, this after waiting over 1 1/2 hours, I actually was told this by a telephone support person today!I have requested the phone number to Brightspeed corperate and there is none! Again, I actually was told this by a telephone customer support person today! I swear I'm not making this up! I also requested that the serviceman that comes to fix my internet be a employee and not contracted. I was told they cannot process request. Excuse me, what?I have requested to have my phone lines fixed inside my house many, many times. I only have one because the last serviceman disconnected the bedroom lines because they were not working. I want those lines fixed too. Still they work outside my home and state all is fixed. still no internet.I bought a new modem at their request for $200.00, changed out modems to the new one and still no internet. I want to return new modem for a $200.00 credit. My old modem works fine.I am paying $15.00 a month for in-home service protection. Yet nothing gets done.I am requesting a refund for the 3 months of $195.00 that I have paid for internet services and have not received. And I want my internet fixed!

  Business Response

  Date: 02/09/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 3/10/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/10/2023

   
  I am rejecting this response because: Dear Sirs: The BBB states they need a response in 5 days to resolve this issue, yet Brightspeed wants 30 days to resolve this issue. I cannot approve resolution until the problem is resolved. as of last night after serviceman came to my house to repair my wall modules, internet is still not working properly. Until I can get steady internet services, I will then feel the WiFi internet services acceptable.
  
  

  Customer Answer

  Date: 03/10/2023

   
  I am rejecting this response because:
  I cannot get help from Brightspeed to refund the $197.00 for non-internet service 
  

  Business Response

  Date: 03/10/2023

  
  Brightspeed the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, the customer has 10M and is getting 10M.  There was a trouble ticket that was closed on 2/8/2023, cleared trouble on cable pair and moved customer to a new pair.
  
  Another trouble ticket was closed on 2/9/2023 walled garden trouble with new modem.
  
  I issued 3 months of out of service credit for the internet $91.93.
  
  Brightspeed does not guarantee the *********************************************************************ccp-parastyle="No Spacing">-Fi/wireless speeds and connection due to the possibility of so many out of our control possibilities of interference. This is the reason we do not charge for this of service. We do our best effort to support but again guarantee it. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device ************************ to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence, among other factors.
  
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  
  Sincerely, 
                                                                               
  ***********************

• Initial Complaint

  Date:02/06/2023

  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.

  Over past several years I have made double payments to avoid there late charges to get 1month ahead keep paying normal monthly bills to stay ahead they come back and still charge me late charge when It spoke to billing department on 1-31-23 the person pulled up my record found one of my double payments month and told me the reason the next month was charged late fee is because that the next month was 1 cent short of full payment (which I dont understand every month is same amount) but charged me $18 late fee this kind of stuff has been going on for years also its like clockwork where internet service goes out on Friday evening and doesn't come back till Monday morning im not the only person haveing this issue actually no internet service this morning

  Business Response

  Date: 02/07/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 3/8/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/06/2023

  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.

  Terrible service. Extreme issues getting repair. They expect payment even when you can't use their services. They are an internet provider. Service has been out for weeks, no projected repair date. Neighbors have been out 40 days and counting.

  Business Response

  Date: 02/07/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue 3/8/23 with as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/06/2023

  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 recently had Centurylink as a residential provider and that company was bought out by Brightspeed. I did an online payment through my bank account on November 2022. I have called 3 times to brightspeed and each time they can't "find my investigation number" I give them the agent # I spoke to then they say they will "look into it". But still no resolution or investigation number provided. I provided them with my bank payment transmission number but they seem to not be able to find my payment. Initially they told me it would take ***** to resolve this investigation. It has now been 3 months! Still no answers, credit for the payment. and now they hang up on me when I call. Is there any way I can get BBB involved to get my payment credited?

  Business Response

  Date: 02/07/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 3/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/06/2023

  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 lived at my current address for about 6 years. In that time I have had to call BrightSpeed (formerly Centurylink until the last 6 months) well over 100 times due to issues with Internet. I have spoke with the Local Area Technician's supervisor on many occasions about the issue and local technicians that come to my house. I either go without connectivity or the router I use drops and can't re-authenticate back which leads to an hour phone call to tech support where the representatives are sometimes argumentative and don't listen to me the customer. A good number of times if the internet isn't fully down rebuilding my modem connection resolves the issue but it usually takes me 30 minutes of arguing on the phone to get this accomplished. I have had 5 different router models in the last 5 years. A modem issue and line issues at my house have been ruled out many times. If I'm not having these issues I'm having very slow and unacceptable internet speeds. I have been told by many local technicians that the switch that customers connect to in my area is very old and needs to be upgraded. I also know money is being put into other areas to upgrade old equipment like the switch I connect to but nothing is being done about the service in my area. And this issue doesn't just affect me. I know several people in my area that have had these same ongoing issues. I am currently unemployed and have missed out on 2 interviews from no service. Everytime I call in I mention this is a recurring issue and have asked for it to be looked into and nothing every happens except sending a technician out to tell me its a switch issue. If the history of my account is reviewed you will see the countless hours spent on the phone due to internet issues. Please have this issue looked into with the outdated switch and technology being used in my area.

  Business Response

  Date: 02/06/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 3/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/06/2023

  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.

  Brightspeed acquired my internet account from Centurylink when the account was transferred over to Brightspeed. I knew the change was happening and downloaded the new Brightspeed app only to find out I cannot get into my account. When I reached out to text to customer service, ****************** is telling me my account is cancelled , why is my account cancelled? Why was I not informed that my account was cancelled? And more importantly whose information is on my account? Why did I have an account and now all the sudden I do not? So as of Monday my school age child who needs internet wont have it? Why? Why was I not contacted about the cancellation? Why did this happen?

  Business Response

  Date: 02/06/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 3/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/06/2023

   
  I am rejecting this response because:
  Nothing was done. Still wondering what is happening with my account that I cannot access. Thanks for nothing. 

  Business Response

  Date: 04/13/2023

  
  The following information is provided in response to complaint filed by *************************** in reference to High Speed Internet.  Per complaint details, "Brightspeed acquired my internet account from Centurylink when the account was transferred over to Brightspeed. I knew the change was happening and downloaded the new Brightspeed app only to find out I cannot get into my account. When I reached out to text to customer service, ****************** is telling me my account is cancelled , why is my account cancelled? Why was I not informed that my account was cancelled? And more importantly whose information is on my account? Why did I have an account and now all the sudden I do not? So as of Monday my school age child who needs internet wont have it? Why? Why was I not contacted about the cancellation? Why did this happen?"
  
  In review of account records, Billing Account Number ********* was cancelled on March 1, 2022 due to customer moving out of territory.  I was unable to locate an account recently disconnected.  On March 3, 2023 I called the phone number provided and no answer.  We apologize for the inconvenience. To re-establish service please call toll free number ************** or visit our company website www.brightspeed.com.
  
  We apologize for any inconvenience experienced.
  
  Thank you,
  
  Kandi

  Customer Answer

  Date: 04/13/2023

   
  I am rejecting this response because:
  From your response I can see with absolutely clarity that you are another company that doesnt communicate anything clearly to or with anyone. Ill give direct tv my business 

• Initial Complaint

  Date:02/06/2023

  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 *** says that all households should have at least 25 mbps download internet speed. I live in rural ********* and I have 3 mbps download. The company needs to address this issue and become compliant with the laws.

  Business Response

  Date: 02/06/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 3/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/06/2023

  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 Century Link for years Relatively few issues. Brightspeed has now taken over and it has been a mess. Constanr outages. My internet has been out for a week. They kept giving me service tickets and telling me I had to be there or I would be charged 99$. I did that for 3 days straight. Finally found a van with their name on it and got them to come to my house. They apologized that no one was in contact with me. Said they would handle it. 2 days ago. Still no internet. Meanwhile I have not been able to work as I work from home. I also couldn't leave to try and make money doing Instacart instead. They. Also just charged my account for the month.

  Business Response

  Date: 02/06/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 3/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:02/03/2023

  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.

  Brightspeed took over our service from CenturyLink in oct 2022 . We only have internet service no phone service even though a phone number is listed on the account. Our bill has always been 45 dollars including tax and all. Our bill for each month that Brightspeed has had our account has been 0 balance due. Starting in October , nov, dec, 2022 and Jan and February 2023 still 0 balance due. Each month when the bill comes out I call in and tell them it is still not fixed. I have the peoples names I have talked to and incident ticket number to fix problem. Again today 2/3/23 I call in and talked to a rep. ** said he sees every time I have called in and problem not fixed. Said last ticket was no longer good and they would need to create another to fix the problem said his supervisor said it was not pulling product code from system to bill me the 45 dollars. Being in my late 60s, I dont have time to do this or worry about some huge bill once they do get it fixed if they do. Being on a fixed income. I even paid 90 dollars even though we owed nothing so they would not cancel us, we need our internet but will cancel it soon if we can not get it fixed and go to the library to use their internet I guess , at our age we should not have to be going thru this it is crazy..Would like it fixed.

  Business Response

  Date: 02/03/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 3/4/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/09/2023

   
  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.