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:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brightspeed telephone repair service is terrible. Over the last six months (including today) our telephone has been unusable six different times, some times for over a week. A promise repair date from Brightspeed is a fiction/

  Business Response

  Date: 01/25/2023

  Good morning,
   
  ************************* will be the Case Manager assigned to this issue with 2/21/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 01/25/2023

   
  I am rejecting this response because:It seems to me that a month to repair a phone is unacceptable.  I ask that she do something which Brightspeed repeatedly refuses to do:

  Simply dial ********** AND LISTEN!  

  
  

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to cancel my phone service with this company but keep internet service. I have attempted to resolve this with them 3 times over a time of 4hrs. They eventually either hang up or disconnect from live chat. I read reviews on Brightspeed and it appears everyone *** issues with them with a customer review rating of only 1.1 stars. Something needs to be done with this business. I have had to continue to pay for services I don't use for at least a month now. This is fraud. 3x I get someone that doesn't understand English, and after requesting to speak with someone that can speak better English, I was told no. How is it legal to have a language barrier *** rold no when I ask for someone else!? This company is stealing millions just because they can't or don't want to resolve issues and cause the customer to keep paying for services they don't use. If we cancel our payment method, we will be turned over to collections. Please help and also on behalf of thousands of customers that are being basically scammed. Thank you for looking into this. Once again just read the reviews.

  Business Response

  Date: 01/25/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 2/21/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Business Response

  Date: 02/17/2023

  
  The following information is provided in response to complaint filed by ***************** in reference to account maintenance.  Per complaint details, "I have attempted to cancel my phone service with this company but keep internet service. I have attempted to resolve this with them 3 times over a time of 4hrs. They eventually either hang up or disconnect from live chat. I read reviews on Brightspeed and it appears everyone *** issues with them with a customer review rating of only 1.1 stars. Something needs to be done with this business. I have had to continue to pay for services I don't use for at least a month now. This is fraud. 3x I get someone that doesn't understand English, and after requesting to speak with someone that can speak better English, I was told no. How is it legal to have a language barrier *** rold no when I ask for someone else!? This company is stealing millions just because they can't or don't want to resolve issues and cause the customer to keep paying for services they don't use. If we cancel our payment method, we will be turned over to collections. Please help and also on behalf of thousands of customers that are being basically scammed. Thank you for looking into this. Once again just read the reviews."
  
  Account records indicate ************ contacted Brightspeed **************** and order was completed on February 6, 2023 to remove landline and continue billing for internet only, as requested.
  
  We apologize for any inconvenience experienced.
  
  Thank you,
  
  Kandi

  Customer Answer

  Date: 02/17/2023

   
  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:01/23/2023

  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.

  Contacted to enquire about prices. Did not like price and said would not like service. Received email and text stating we placed an order. Upon contacting to resolve when transfered to cancellation department call ends. People on phone kept insisting we made an order, further, address and phone information for account also incorrect

  Business Response

  Date: 01/25/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 2/21/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

• Initial Complaint

  Date:01/23/2023

  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.

  Poor customer service. Needed to setup a new modem because old one was antiquated. Go to set it up and no connection. They send a technician to fix the internet lines outside of residence. Technician says its good to go. Its not. I call brightspeed back and they say the issue is still be looked at. I tell them the technician said its all done. CSR keeps reading his handbook on how to deescalate conflict. Says he doesnt know how to help me. So now I am stuck with no internet service(and I work from home). Have no idea how to move on from here. I would switch providers but they are the only provider in my area at the moment. There was just no resolution to my issue and they did not seem to even remotely care. I cannot wait for another provider because I will never use this business again.

  Business Response

  Date: 02/21/2023

   

  On behalf of *************************, the Better Business Bureau (BBB) filed a complaint with Brightspeed about the challenges of setting up a new modem and being unable to work from home. In the desired settlement details, ************************* asked Brightspeed to finish the job.

   

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement submitted by *************************. Brightspeed regrets any issues that concerned ***************************** experience. After the account review of the billing account number *********, ****************** records show that ************************* has high bandwidth usage. Currently, broadband usage is near or at the purchased speeds threshold of up to 10Mpbs. There are no upgrades available currently. Brightspeed records show a completed dispatch ticket, *******, on January 21, 2023. Brightspeed Field Technician temporarily repaired a deteriorated buried copper cable.

  Upon receipt of ***************************** complaint, Brightspeed repair escalation confirmed the detection of line issues and created a dispatch ticket #******* for a tech premise visit on January 26, 2023. As noted, ************************* canceled dispatch ticket #*******. According to Brightspeed records, there was a 10-minute authentication issue on February 02, 2023. However, no problems have been detected to date. The internet service is stable, reflecting good upstream and downstream results at a 99 percent.

  Brightspeed acknowledged ***************************** concerns and apologized for any issues or inconveniences. If Brightspeed can still be assistance to *************************, let us know.

   

  Thanks,

   

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

• Initial Complaint

  Date:01/20/2023

  Type:Billing 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.

  My account number is *********. I first contacted ****************** in September 2022, as I had sold my home and would be cancelling internet service on October 15th. They noted my cancellation date. I was then told that I would have to wait for the October billing to be generated before any adjustments could be made. Once the October 6th billing was received, I called again. I was told there needed to be a work ticket generated and was transferred to another department. I was on hold for over 40 minutes and was ultimately disconnected. On Nov 21, I called again and talked with *****. He said he would put in a work-order number INC5177468 and would then make a billing adjustment. I have since received 2 more ******** including service and late fees totaling $234.00. Brightspeed is not interested in cancelling anything and appear to be in the late-fee business, not in customer service. I owe for 10 days of service out of a $45.00 monthly fee, I call that $15.00. Once I get notice to this effect, I will be happy to pay that amount. If onerous corporate "rules" get in the way, it is time to set them aside.I can be reached only by email as listed above.

  Business Response

  Date: 01/23/2023

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 2/18/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/23/2023

   
  I am rejecting this response because it is claimed that no settlement was proposed. If my complaint is read to the end you will see I propose $15.00 as what I owe. I will need Brightspeed to accept that & I will send payment. Thank You
  
  

  Business Response

  Date: 02/17/2023

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolved.  The customer's account has successfully been ***************************/cancelled as of 2/5/23 and all billed charges have been removed from the account.  The customer's first contact to ************************* service was in September as stated in the complaint, however, the order was never placed.  The customer then called in October requesting to have the account cancelled and the agent noted that the account was still showing in CenturyLink's billing system and had not been moved over to the Brightspeed platform yet.  An IT ticket was issued, but the disconnect order could not be placed from other company until it was in the correct system.  The last contact the customer made with ****************** and customer service was on 11/21/22 and the agent again advised that the order could not be placed due to the system issues.  Also because of the system issues, the account could not be credited, as no changes could be made and saved to the account.
  
  When the case was received, the IT ticket had been resolved but the disconnect still had not been placed.  The IT ticket was simply to move the account to the proper system so that the order could be placed.  IT tickets cannot be stacked or made into complex tickets at this time so one request was made.  After the account was fully reviewed, the order to cancel/disconnect the service was made on 1/23/23 and the order closed successfully on 2/5/23.  All billed charges for services and late fees have been removed from the account, totaling 234.00.  In the complaint the customer stated that he would pay for the 10 days that he used the service in the billing cycle from September to October, however due to the delay and the system issues, all charges were removed.
  
  The customer's can be reached number on the account is a disconnected number and the number the customer listed on the ******************** complaint is the number to the FCC.  This matter is considered closed and no further action is needed at this time.
  
  We apologize for the customer's inconvenience and if further assistance is needed or if you have any questions, please let us know.
  
  Sincerely,
  ***************************
  
  

  Customer Answer

  Date: 02/17/2023

   
  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 BBB for getting thru to the Brightspeed people...I hope you didn't need to spend hours o the phone. 
  

• Initial Complaint

  Date:01/19/2023

  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.

  I started out as a CenturyLink customer. Recently though ****************** took over. I mailed back two routers to them. I wanted to get a refund of $215.00. Now they are billing me for $63.00 but it is only supposed to be $50. They took that amount out of my account. I don't have any services from them now.

  Business Response

  Date: 01/20/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/17/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/20/2023

   
  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:01/19/2023

  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.

  **************** was taken over from Century Link by Brightspeed. Very rural area, Internet options extremely limited here, At least with Century Link when you had a problem, you could get a person on the phone who spoke English properly and would send someone to fix your issue. When you call **** speed because your Internet is not working, You might as well figure on spending 11/2 hrs on the phone most of it dealing with people that have a communication problem with English. Question whether the customer service people are even in the US I do not think they are. Schedule a service call and get someone out to fix it. They hang up on you and you have to start all over its insane. Major issues with Internet since November 22. We actually got a service person out here one time. Our line had over ****** errors on it which was incredible. Hed never seen that many. Installed a new modem and a complete new cable line from the box on the side of the house to the Internet **** inside the house. After this still registering over **** errors. Had me leave a couple things unplugged for ************************************************************* this house is not too much for the service that I have. Thats their favorite line when I talk to them on the phone. Told didnt fix it out on the road. Theres a box that has different port connections, and it seemed like my port was going to bed. I needed to be changed to a different one. I should get another service call and I could request him back. Ive been trying to do this now for three weeks. Still dont have a technician, supposed to be here at 8 oclock. No one showed up. Spent hour on the phone, no ones coming to my knowledge very hard to communicate. No local number to talk to someone. Nov, Dec, Jan unable to do part time job properly need my laptop to work. Shouldnt have to pay 3 months for service that does not work, area has bad cell reception. I want it fixed I want full credit for Nov, Dec, Jan

  Business Response

  Date: 01/19/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/17/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/19/2023

  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.

  Bright speed (currently century link) phone service has really let us down! We had our MAIN cable cut completely into accidentally of course by a neighbor who was trying to help the dirt road we live on, he has equipment to use and as he tried to help the pot holes in the road he pulled up the cable and it was cut into. The first repair men that came out told us they would get our service going because we had no internet nor phone. Which that day they did have us going said it was only temporarily and someone would be out from a repair service to repair the cable.This was December 30. We havent had a repair crew out as of today, Ive had to place at least 3 more calls to this company bright speed telephone to have them come out to our property and get our service going again and time again. we are from VA and have lived here In ** for 37 years. So in saying this our family in VA has our phone number to give out to others in case of emergencies, which sadly during this I my self had a issue to come up with my 93 y/o mother who lives in VA. She had gotten very sick and was took to the hospital by rescue, trying to hear what was going on with my mother was near to impossible with our phone being so messed up at the time. It was a horrible buzz, static on our line we couldnt hear. It would also ring half a ring then stop. This is so very unnecessary problem when this company is aware of the problem. We pay total of 306 dollars a month every month to this company for phone service, internet and our satellite for the tv. We find this outrageous acts from this company. Sad to have something like this. Please try to help us out some . Thanks

  Business Response

  Date: 01/19/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 2/17/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Business Response

  Date: 02/17/2023

  On behalf of *********************, the Better Business Bureau (BBB) filed a complaint with Brightspeed about a cut cable caused by their neighbor while fixing a pothole. Per *********************, a Brightspeed technician restored their phone and internet but did not return to repair the line. ********************* asked Brightspeed to complete the buried drop in the desired settlement details.

   

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement submitted by *********************. Brightspeed regrets any issues that concerned ************************* experience.

  After the account review of the billing account number *********, there have been at least four dispatches in January 2023 related to cut cable repairs that caused voice and internet issues. As follows, on January 05, 2023, a Brightspeed field technician placed a 50ft pair of cable in the driveway due to a cut cable and put it on hold until ******* Construction could permanently bury the line. On January 12, 2023, ******* permanently buried the cable drop. On January 18, 2023, ********** temporarily placed another drop damaged by a third party. On January 26, 2023, a Brightspeed field technician permanently repaired a cut aerial buried cable copper drop.

   

  Brightspeed acknowledged ************************* concerns and apologized for any issues or inconveniences.

   

   

  Thanks,

   

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

• Initial Complaint

  Date:01/19/2023

  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.

  My internet service has been getting worse and worse over the last few months. The service slowed down significantly. Then, it began cutting in and out all day long. I called Brightspeed to have someone come out and fix the issue but I was told everything was working fine and I was just using too much bandwidth. I tried to explain that I wasn't using any more bandwidth than I had for the last several years and that I had not had any problems. I spoke to several representatives and everyone told me a different story. They told me I would need to buy an extra line to have another modem installed. It was a bunch of nonsense. I was cut off and hung up on. I've never had such a frustrating customer service experience. I want to warn others because this company is a fraud.

  Business Response

  Date: 01/19/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 2/17/2 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  Brightspeed is my internet company. The name of the company used to be Century Link. When they switched to Brightspeed I could no longer use my email on my phone or laptop. At one point, I could get on their webpage to check my email, but they would not allow me to access my email any longer saying that my password was not correct (which is not true). I have tried calling them many times and they tell me to go to their chatline. I did, but it is really just an automatic answering response. When I try to do what their automatic response is, it does not resolve the issues. I have even gotten the tech department at my job to help me with these issues and they could not resolve it. Additionally, my tech person at my job sent in a work request that Brightspeed had on their website. Again to no avail. I need this email for business and I am paying money for this service from Brightspeed. I can no longer use this email .... *********************** 1. The password does not work (even when I change it). 2. I can't use it on my phone or laptop. 3. I cannot check my mail on their website. 4. None of their instructions work. 5. When I call Brightspeed, they give me the run-around and never resolve any issues. 5. They send me texts that do not work. They need to resolve this issue. Y Thank you very much!

  Business Response

  Date: 01/18/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/16/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group