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:02/02/2023

  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 filed a complaint in December of 2022. Was promised by a corporate man via a letter back to BBB that it would be resolved within a 30 day period. The problem has never been fixed and the internet speeds are more unstable now than before. Resetting modem daily and constantly having really slow then fast then slow speeds whether wired or wireless. I am sick and tired of paying for a service I can not receive. This has been on going since 2016, hence why I upgraded to fiber but with no change. Enough is enough, this has got to be fixed. Also, I have not received the gift card for $100 I was also told would come in the mail for my problems. That's not enough now. Nothing has been done and nothing has been received. I'm told it's on Brightspeed Fibers side but it never gets fixed. My neighbors do not have this issue. Thus has to be fixed now.

  Business Response

  Date: 02/02/2023

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

  Customer Answer

  Date: 02/03/2023

  I am rejecting this response because: I need corporate contact information. I'm tired of empty promises and ***** to talk to about this. They have the monopoly on the internet where I live so I know they aren't concerned about loosing customers as we don't have any other choice, but I am sick and tired of paying for a service that is unreliable. Everything from wiring to ports whatever needs to be replaced and started from scratch because Noone ever does anything. ***** was never even buried, we buried it ourselves after over a month. 

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 02/17/2023

  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************. In her complaint ************ states claims that her internet service is still having speed and connection issues. Brightspeed dispatched a technician to replace the gateway to resolve the issue for the customer. After this the internet speeds have maintained and not dropped. The customers account was also credited for all the issues she has faced.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/17/2023

  I am rejecting this response because: the internet is still lagging in speeds, having to reset network connections on every device constantly. It rained during the night and noticed the internet is spotty this morning. This internet issue has got to be fixed. My neighbors don't have this issue and I shouldn't be. I will not be satisfied until the internet is stable on speeds I'm paying for and receive more than 1 and a half months credit.  100$ is not enough with what we've been dealing with with CenturyLink and now Brightspeed.

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 04/18/2023

  All testing and research on our end shows good customer ************************* and speeds. We have determined this is a possible gateway issue that *** be causing the customer issues on their end. There is a firmware update for the modem coming this month that would resolve any issues the customer is seeing on their end.
  *************************** will be the Brightspeed manager for this specific reopened case.  Please share with the customer for their approval.  Let me know if you have any additional questions or comments.
  Thanks in advance,
  ***************************

  Customer Answer

  Date: 04/18/2023

   
  I am rejecting this response because thus has been an ongoing issue since prior to the screw-up on Sept. 23rd which created a huge mess.  Prior to Sept. 23, we had CenturyLink fiber and had to have 2 modems and paid for 2 modems to be in the home to cover from one end to the other.  Now I'm told I cannot have 2 modems anymore that this one will do the entire home.  It barely does one room, definitely not the whole home.  **************** needs to contact me directly or someone needs to supply me with his contact information.  A specialists is supposed to coming out, but I haven't heard anything else from ******* a service supervisor concerning this.  I would appreciate if **************** himself contacted me directly.  11 techs since October 22 is too much problems.
  
  

  Business Response

  Date: 04/26/2023

  
  To ************************************ BBB,
  

  Regarding case #********, we have exhausted all resources on Brightspeeds end to resolve this customer complaint. All of our diagnostic testing is showing the customers internet speed and connections are stable on our end. In addition, Brightspeed has adjusted the customers account accordingly as well.
  

  Thanks in advance,
  *******

• Initial Complaint

  Date:02/02/2023

  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 supposed to receive McAfee anti-virus protection as part of my internet service plan. I received a message stating that my protection had expired in mid-January (this was through CenturyLink, which Brightspeed acquired). When I log into my Brightspeed portal, it indicates that McAfee is included as part of the internet service plan, just as it was with CenturyLink. However, there's no way to download it. When I hit the download button, I am prompted to log in with ******. I do not have a McAfee login, since the license is through ****************** (this was also the case with CenturyLink; no McAfee login). I even created a McAfee login and am still unable to download. I have called Brightspeed 5 times and wasted insane amounts of time on this. I am told two different things when I call. Most times, I am told that it is an issue on Brightspeed's end and they are reviewing. However, 1 time the rep was too lazy to research further and insisted that the issue is on ******'s end. I wasted over an hour calling McAfee. They tried to help as much as possible, but as I suspected, they said that this is an issue with Brightspeed. McAfee confiremed I should not have a separate login since the licenses are through Brightspeed. They also indicated that Brightspeed has not completed the migration on their end, as the account is still under CenturyLink. They advised that this is a known issue and that Brightspeed keeps referring customers to McAfee when it's Brightspeed's issue. They said I am one of many customers calling about this. The last time I spoke with a supervisor at Brightspeed (last week), he indicated I should be called with an update in a couple of days. It has been a week and I have heard nothing. I'm still unable to get the antivirus I am paying for as part of my internet service. Brightspeed offered me a tiny $10 credit for the inconvenience. Seriously? $10 for five hours or more on the phone with them AND for the issue of not even having antivirus on my computer?

  Business Response

  Date: 02/02/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/3/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/03/2023

   
  I am rejecting this response because the response said resolution would be on 2/3 and I have not heard anything from Brightspeed. 
  
  

  Business Response

  Date: 03/06/2023

  CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  As part of our commitment to improving your Brightspeed customer experience, we will discontinue the former CenturyLink Security by McAfee software used to secure your WiFi experience. The new Brightspeed Security by McAfee software will be available for download on January 30 from App Store for Apple iPhones, the GooglePlay Store for Android devices, and for Mac and ****************** The updated software is optional and can be used for anti-virus, identity protection and other security features to protect your internet experience.
  
  We appreciate you are trying to get this taken care of now. We are working closely with ****** to coordinate this effort. Once ****** has updated their system, you will receive this error message. Unfortunately, you will not be able to download the Brightspeed Security by McAfee software until then. At that time, please visit our support page for instructions: **************************************************************mcafee/
  
  
  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:01/31/2023

  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.

  We called 10/14/22 to cancel service w Brightspeed. Service was cancelled on 10/27/22, confirmed by email. The bill $83.17 for service from days of 10/21/22 thru 11/20/22 had been paid on 10/12/22 by AUTOPAY from checking. I called to request a credit for days not used. The rep I spoke with said he would credit me $71.89. We then received Nov ******************* showing a credit of $71.89 was owed to us. We didn't receive any credit or refund in Nov. I called Nov 14 and spoke w rep who said we would get a check in the mail for the $71.89. Then on Nov 15, we were billed $82.77 paid by autopay from our checking account.We received a Dec ******************* showing a credit was due for $71.89. At that point, Brightspeed owed us $154.66. I called 1/10/23 and was told we would receive a credit for $82.77. We did receive the credit of $82.77 on 1/10/23. We also got a check in the mail for $71.89 dated 1/6/23. So at that time, we were EVEN as far as refund & credit. On 1/24/23, I received a new email saying our bill was due for $82.77 and it would be paid by autopay from checking on 2/13/23. I called Brightspeed customer service on 1/24 to try to see why I got another bill. When I go to Brightspeed site online, it shows my account CLOSED. The rep could not explain why there was another charge & finally said a supervisor ***** would call me later that day. When the phone rang from Brightspeed, I answered and she hung up. No other attempt was made to contact **** was able to go online and remove AUTOPAY on 1/24/23. However, the email confirming this stated that "if the most recent bill indicates it will be paid automatically, then that bill will still be paid through AUTOPAY". If I request stop payment from my bank, it will cost me $36. It is very hard to get through to anyone who can help resolve this. I have called at least 4 times and no resolution. Every time I call, I have to wait for the rep to review everything. The reps can't seem to understand this issue much less resolve it.

  Business Response

  Date: 02/01/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 3/1/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/01/2023

   
  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:01/30/2023

  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 just found out my internet service is switched over to this company and cant get any answers about my account. I have not received a bill and no one let me no my account was switched. There customer service and supervisor are rude and disrespectful and were no help at all. I dont no my account number or what they are charging me for.

  Business Response

  Date: 01/31/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 2/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/03/2023

   
  I am rejecting this response because:
  The company has not addressed my concerns I didnt no the company had my account because I was with century link second off no one in the customer support could explain which part of the company my account is with and kept switching me from one part of the company back to the other the company can contact me directly so we can figure this out

  Business Response

  Date: 04/13/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************. In his complaint ************** states claims that he is unaware of his Brighspeed account number and does not know what he is being charged for. Brightspeed acquired CenturyLinks local exchange business that serves customers for local services, long distance services, and internet services in 20 states. This sale was closed on 10/3/22 and approved by all federal and state regulatory departments. All customer received multiple communications of the changeover to Brightspeed. Reviewing ************** account shows he has Fiber internet through Brightspeed and his account number is *********. ************** is currently paying $85 per month plus taxes and fees for internet service. If he requires additional assistance or would like to speak to customer support he can contact them directly at **************.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/30/2023

  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 at least November, 2022 Bright Speed has taken our phone services. They have continually had internet failures. Our phone was a "Land Line" that provided us access to emergancy services. They now have interrupted the "LandLine" part tying it into the internet part so they done have infrastructure maintanience.However, this creates a safety issue for everyone in our area cause if you have storms with wind and flooding you can not access emergancy services.This is beyond just irritation because of lack of internet. It is phone. It affects all career to you smart device. You then try and contact Brightspeed, they shove you into a que on a phone router and you can not even tell them there is an issue.

  Business Response

  Date: 01/31/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 2/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/31/2023

   
  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. 
  

  Customer Answer

  Date: 03/02/2023

   
  I am rejecting this response because:

  We had 2 issues where the lines went down on the poles.

   

  Brightspeed only allows automated and does not allow voice calls which was how I came to make the complaint to BBB.

   

  The technician lineman repaired the line on my pole and one at Main Street. I am sure a lot of people had issues. As moderator for a national on line social group, I know people are leaving Brightspeed for other internet companies because you can not even make a trouble ticket. If you can not negotiate the web because your internet goes down and they force you not to have a live person this is still failure of service because customer service is not available.

   

  This complaint is still not resolved

  ****

  
  
  

  Business Response

  Date: 04/07/2023

   

  Brightspeed appreciated the opportunity to review the rebuttal filed by ***********************************. *********************************** stated they experienced two issues where the line went down on the pole. *********************************** stated that a Brightspeed technician repaired the line on their pole and one at Main Street.

   

  Brightspeed regrets any issues *********************************** had experienced with the service. As stated, the Brightspeed system showed voice trouble and recommended a dispatch for the voice service. Brightspeed created a dispatch for a premise visit on February 17, 2023, for voice trouble, with a due date of February 20, 2023. The field technician permanently repaired a badly buried copper cable. After the dispatch, Brightspeed made one or more unsuccessful contacts to contact *********************************** via voice, as requested in the desired settlement. Brightspeed issued a Goodwill credit to satisfy service issues.

   

  Thanks,

   

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

  Customer Answer

  Date: 04/08/2023

   
  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:01/30/2023

  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.

  Sometime in October Brightspeed informed us that they were taking over Centurylink in **. Shortly after that we were informed that they were Changing over to a new internet/email system but that we would not have to do anything different. Since then there have been numerous problems with my email account. The first thing that I noticed was that I could not ind my archived folders had disappeared. Then the folders were visible but there were no emails in them. The files eventually appeared. Then I tried to move emails from my inbox to an archived folder and even though I got a note saying that the email had been moved, it was still in the inbox. I tried to create a new archived folder and the new folder ended up under the inbox instead of archived and when I tried to delete it, it would disappear for a few seconds and the come back under the inbox again. Last but not least, I have had to recreate my contacts list because all of my contacts have disappeared.In addition to the above problems with my email account, around the end of October I started getting emails supposedly from centurylink about the new system and when I sent copies of these to customer support question the validity of them, I received no response. I have tried calling the support line several times and received no help and when I ask to speak to a supervisor I am told that the supervisor is not available but will call me back within anywhere from one hour to two days. The last time I agreed to this I was told that I would hear from a supervisor in about an hour. That was over a week ago. I have not had any better luck trying to use CHAT on their web site. All they do is refer me to the user guide which does not address my problems. In addition to this, I have tried to find a phone number for Brightspeed Headquarters or at least a complaint department, to no avail. Apparently they don't have any phones in the ** offices.

  Business Response

  Date: 01/31/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 2/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, no resolution to the complaint has been provided.  All they have done is provide a target date for resolution. 
  
  Thank you. 
  

  Customer Answer

  Date: 02/13/2023

   
  I am rejecting this response because:
  

  When I replied to the Brightspeed response to the complaint, I accepted their response that they had assigned a case manager to the complaint.  However,  I am concerned with the fact that they set a 28 Feb date to resolve the problem and I was under the impression that BBB would hold the complaint open until the problems were resolved.  Brightspeed has been promising that they would fix the problems with email since October.  Each time they have given a new projected fix date and each time they have missed the date.  It has been two weeks since their last promise and I have heard nothing from them.  Nor have I seen any progress.  I still have the same problems I had when I filed the complaint.  I am also sure that, since you have closed the complaint, that they feel that they don't have to take any further action.  If I see no improvement by the 28th of Feb, I will explore other avenues to get the problem fixed but I was hoping that the BBB would be able to get them to do something.

   

  This is very frustrating.  I had an email account that was relatively easy to use prior to the supposed improvement and now I find it very problematic.  It gives me the impression that Brightspeed really doesn't want to deal with email accounts. 

   

  I am also disappointed with the BBB.  Closing a complaint because the company said that they had assigned to the issue and giving a date that the issue will be resolved is not a resolution and I feel that the complaint should be kept open until the issue is resolved. 

   

  I look forward to seeing a resolution to the issues,

   

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

  **********

  
  

  Business Response

  Date: 03/08/2023

  
  CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  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:01/26/2023

  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 been a customer of my local telepjhone services for over 50 years. I thought my issue would be simple but after 10-12-10 hours on the phone and with chat options I have no resolution. Brightspeed changed from Century Link to their systems for billing and services. This January they changed log in information from Century Link to Brightspeed which is a normal process to establish a new login and user name. On January 19th we started receiving notices that ****** had been discontinued and our PC's were at risk. The move to Brightspeed should have been seamless for internet users and there was no logical explanation to discontinue *************** After going into Brightspeed and setting up all new account information and reviewing my services which were the same as before the conversion there is a big note to download McAfee as part of internet services. The download did not work. I tried the download on two PC's, my Iphone and four different *******. Nothing worked and always took me to a screen saying I needed customer service from McAfee. I have used chat features for over 6-7 hours on line with someone barely speaking English, finally found a telephone number and was told I would be charged $100 to fix the issue, spoke to a"live US " rep on Monday uesday January 24th who indicated I needed a link using Brightspeed McAfee which I tried and everything came back to the same screen. On Tuesday I try again for the third day, and after practically screaming at some guy to not tell me it is my issue, he said he talked to tech support and said it was their issue and would take possibly weeks to fix. I may switch to Spectrum, but it will be time consuming to change email and contacts. Service is unacceptable and my PC's are at risk. I am paying for service not provided. I have spent too much time in worthless loops of someone not in the US reading worthless scripts. I still do no have a simple download. I want it fixed or reimburse me if I have to purchase a security system for my PC's.

  Business Response

  Date: 01/26/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 2/24/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Business Response

  Date: 02/24/2023

  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **********************  In her complaint *************** received notices of the ************** being discontinued and their devices being at risk.  *************** also advised of issues downloading the new ************** with the given link.  She was also upset at the countless hours trying to get this resolved.
  
  Brightspeed regrets any inconvenience that *** have been experienced by *************** trying to download the **************.  Once researched I found that our IT team discovered a system error/issue and were working to get it resolved.  The updates/resolution were completed on the weekend of the 28^th of January and the download was to be ready for download on that following Monday.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/26/2023

  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.

  On 1/23/23 I contact Brightspeed due to an intermittent internet signal and low band width issue. A **************** tech was scheduled and confirmed for the next day (1/24/23). The tech never showed up and late in the day a text was received for a new date which I never was asked and could not make. I attempted 4 times to contact customer service and each time they said they were looking into it and then they hung up on me. (Ankeu, ***, **********************). I have no way of contacting the local service manager to gain assistance and the internet is still not working.

  Business Response

  Date: 01/26/2023

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 2/24/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/26/2023

  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 CenturyLink Phone and Internet for years and never had an issue. Brightspeed took over and we have had nothing but problems. My land line was not working starting the month of November 2022. I did not track how many days it was out in November but I would guess at least 10 days. In December it was out a total of 10 days, and then again in January so far it has been out 13th - 18th and then again on the 21st - 23rd. I am 81 years old and have health issues. I live 30 minutes from the nearest town. It is very important that I have a land service in case of an emergency. We have already had one emergency and my family could not reach me. My daughter was dying and I almost missed telling her goodbye because family could not reach me by phone My phone is not the only phone that has been out of service. People as far as 5 miles away from me has not had service on these days as well. I have tried calling this business and I always have to talk to customer service in the ***********. When I ask to talk to a representative in the ***, they tell me they have no way of contacting the company. The internet and land line runs through with the same cable and the internet does not go out.

  Business Response

  Date: 01/26/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 2/24/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/25/2023

  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 for Centurlylink a few months ago. Ever since they took over my internet has gone out for about a day every month. Now it is getting more common and becoming more like every couple of weeks. I would gladly switch internet providers, but I live in a rural area and this is the only option that I have. Lots of other rural areas in and around my county have received grants for fiber optic lines to be put in, but my areas has not.

  Business Response

  Date: 01/26/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 2/23/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/26/2023

   
  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.