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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 2,795 total complaints in the last 3 years.
  • 1,305 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/06/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I 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:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have 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:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have 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:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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. 

  • Initial Complaint

    Date:02/03/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    CenturyLink sold our internet/phone acct to Brightspeed. Everything about this business is sketchy. I can not get a technician to do a repair in less than 10 days, the customer service can not pull up any past information on my acct., therefore they have continued to charge me for ****************that I have requested they remove several times via phone, There is no way to pull up a billing **** online to cancel myself. **************** is remote with very little English understanding. The website is an empty shell of nonsense with no where for the customer to seek resolution or rectify my own solution.

    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

  • Initial Complaint

    Date:02/03/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Landline phone not working....BS customer service diagnosed problem as theirs ( as I also did following their suggested self testing ).Set up technician to fix problem for two weeks later. (Feb 1 to Feb 13th)Said this was the earliest.This is NOT acceptable service.Former provider provided service within one day.Took more than seven calls to make contact with customer service (***********)

    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

  • Initial Complaint

    Date:02/03/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Brightspeed took over CenturyLink phone/Internet service without my knowledge. I discovered this when trying to get Internet repaired. I tried to cancel my landline and was convinced my bill would be cut in half if I upgraded my Internet. I agreed and was required to stay home for the service to be complete. While home for the upgrade, I was informed the upgrade could not be completed at my address which they had! I missed my day's pay and then when I canceled all service via live chat, was still charged for the month of December and then in *******. On live chat again, I was first told I could not cancel until the upgrade was complete in February! Finally I was told I would be reimbursed for ******* but not December bc they did not complete the cancellations on their end. The modem had been sent back immediately upon my cancellation of all services...which they evidently did not cancel even after receiving the modem!! I want not only *******'s bill ($184.69) refunded but also December's ($183.88). (Total of $368.57) I should also have them pay me for the missed day of work! As a retired teacher, every ***** counts!!

    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

Brightspeed is NOT a BBB Accredited Business.

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