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:10/12/2022

  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 been attempting to get CENTURYLINK, aka BRIGHTSPEED to reactivate one (1) telephone jack in my residence. I initially made an appointment in mid-September 2022. The original appointment for service was 10/03/2022. A technician arrived at my home unexpected during the period 0f 9/13-9/22/2022. I recontacted CENTURYLINK and was told that the 10/03 appointment was still in place. A day or two later, I was telephonically contacted by CENTURYLINK and advised they need to change the appointment date to 10/11/2022 between 8 AM and 5 PM. At 1:59 PM, I received a text message indicating the technician would arrive in approximately 30 minutes. This was followed by text messages at 2:36 and 2:37 PM indicating that the technician had arrived and had completed the work respectively. The technician never arrived and never completed the work. I conducted five (5) separate chat sessions to rectify this matter. I was told the work was done, they were looking into it and the final text thread asked me what the issue was before I was disconnected. I have copies of all the text messages and chat transcripts.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************* regarding attempting to get CenturyLink, aka Brightspeed to reactivate one telephone **** in his residence. He says the original appointment for service was October 3, 2022, but a technician arrived at his home unexpectedly during the period of September 13 to September 22, 2022. He recontacted CenturyLink and was told that the October 3rd appointment was still in place, but a day or two later, CenturyLink called and advised they need to change the appointment date to October 11th. He says he received a text message indicating that the technician had arrived and had completed the work respectively, but no technician arrived or completed the work.
  ************** became a Brightspeed customer October 3, 2022. ****************** regrets any confusion regarding the work ************** was requesting. The order issued was for an upgrade with a self-install, which means service would be connected at the network interface, and no inside work was required. The order is unfortunately in an error status which is preventing the issuance of a new order for the **** work. An IT ticket has been created to resolve the issue and once IT has cleared the ticket, a new order will be issued,and **** charges are to be waived due to the issues. ************** will be contacted to negotiate a due date when the order can be issued.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 11/13/2022

   
  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:10/12/2022

  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.

  In July 2022 we signed a contract with CenturyLink for an analog phone line to be installed at one our remote sites in ******, *******. Since the very beginning we have struggled to get a technician out to the site to turn on the line. We'd get day-long windows, one of our staff members would camp out at the site all day long only to have no technicians show up. This happened three times in a row before CenturyLink was bought up or acquired by Brightspeed. Since then it has only gotten more difficult to get help, when I try chatting with their support I get passed around from one tech to another, nobody is apparently responsible for resolving my issue. When I try calling the various numbers I found online I end up in an infinite hold queue and nobody answers. I complained to Brightspeed through their ******** page only to have their social media rep reply and say they only handle consumer issues, not business, and provided a link to the same chat and phone numbers I've been fighting with. At this point we're getting bills for a service we can't use, we're getting past due alerts but when I log into my account portal there's no bills to pay.It sounds like a terrible company acquired a terrible company and now we're stuck.

  Business Response

  Date: 11/10/2022

  November 10, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************* regarding getting a technician out to the site to turn on a phone line at a remote site. He indicates that he would have staff members on site, but no one would show up. He states that he ends up in an infinite hold queue and nobody answers. He is getting bills for a service they cannot use and is getting past due alerts but when he logs into his account portal there are no bills to pay.
  Brightspeed regrets any difficulty ******************** has experienced trying to get a new line installed, and for the difficulty getting help. The complaint was escalated to Business Escalations who has reached out to the customer and issued a repair ticket to check on whether or not the service is available. Based on what the technician finds, the account will either be cleared, and billing will be corrected, or, if unavailable, the account will be cancelled, and credit will be applied.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

  Customer Answer

  Date: 11/11/2022

   
  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 for the time being. As long as a technician arrives on the scheduled date and is sure to communicate next steps with me, we should be fine.
  
  Thank you. 
  

  Customer Answer

  Date: 11/21/2022

   
  I am rejecting this response because:Please refer to complaint ******** for details on how this all began. I had accepted resolution of our complaint as Brightspeed reached out and got the ball rolling again. They scheduled a technician for today, 11/21. I drove out to meet them in ******, an hour drive each way. Around 9am on 11/21 I got an email from their system indicating the tech was on their way and would be onsite within 30 minutes. An hour had gone by with no sign of a tech, I check the status of my issue on their site, and it indicates work had already been completed. I went to the box on the outside of our property, where the phone lines terminate and plugged a phone directly into their ports, dead air, nothing, no dial tone. This is now the 4th or 5th time me or one of my team members has driven all the way out here to meet a tech for the phone line that never shows. Consider this complaint reopened as this is the same behavior that led to the initial complaint. At this point they can get our dial tone working whether someone is here or not, I'm not wasting any more time of our staff. I selected "Finish the job" for desired resolution. Finishing the job to me means they have verified dial tone is getting to the box on the outside of our property, we'll take care of the rest. If I can't plug a phone into the outside box and get a dial tone, the job isn't finished.
  
  

  Business Response

  Date: 11/29/2022

  Good afternoon,
  
  
  ************************* will be the Case Manager assigned for research and resolution.
  
  
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 11/30/2022

   
  Better Business Bureau:
  
  CenturyLink should have never said they had phone service at the affected address, being acquired by BrightSpeed just added to the confusion. They have cancelled our accounts and wiped out anything we owed. 
  
  Thank you. 
  

• Initial Complaint

  Date:10/12/2022

  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.

  Frequent internet interruptions. At least one day per week with no service since June 21, 2022. CenturyLink willing to compensate for 2 days (Current outage). I did not immediately complain due to upcoming (10/22) conversion to Brightstar and I expected some down time. The problem continued yet CenturyLink refused to compensate for interruption in service. Representatives refused to let me speak to supervisor to rectify the billing issue.

  Business Response

  Date: 11/29/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************.  In her complaint ******************* states that there were internet service issues about one day per week since June 21st and that CenturyLink only offered compensation for 2 days for the down time.  ******************* also states that she was refused a supervisor when she asked to speak with one. 
  
  Brightspeed regrets any confusion regarding Mrs. *************************** and any incorrect information that *** have been provided and that she was not given the opportunity to speak with a supervisor when requested.  After researching the account, I found that a credit for one month of service was given on August 1st in the amount of $49.  This credit appeared on the August 2nd statement (page 3 of 4) as a good will credit for the days without service.
  
  Brightspeed acknowledges the customers' concerns and apologizes for any issues and or inconveniences that *** have been experienced.
  
  
  ***********************

• Initial Complaint

  Date:10/12/2022

  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 have had trouble since June of this year trying to have internet and phone service repair. Now I've been trying to get my mothers service restored. I had numerous repair tickets and guarantees from Centurylink that it would be fixed. My mother is 89 , lives by herself , had gone weeks with out phone service. I my don't know where to turn. She pays her bill on time. There's lots more to say . Please help

  Business Response

  Date: 11/10/2022

  November 10, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************** on behalf of her mother, *****************************. In her complaint ****************** states claims that she has been trying to get her phone service restored.She has had numerous tickets and guarantees from Brightspeed that it would be fixed. She currently has been without service for a week.
  Brightspeed regrets any negative experience regarding ********************** phone service being out of service.  After additional research this issue is showing resolved as of 10/11/22. The customer initially contacted ****************** reporting issues with her services on 9/30/22. A repair dispatch ticket was created for resolution dated for 10/11/22. The Brightspeed technician was dispatched on 10/11/22 and repaired the damaged cable causing the service issues. ********************** account was credited for the days she did not have service.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ***************************
  **************** Case Manager
  Brightspeed
  

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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.

  Centurylink phone and internet services have been down for 8 days straight as of right now 10/01/2022. Brightspeed will become our new provider on 10/03/2022, due to CenturyLink selling service in 20 states to Brightspeed. But, it appears CenturyLink is attempting to NOT fix services, by waiting it out until it becomes Brightspeed's serviceable areas and, in turn, Brightspeed's problem.This is UNACCEPTABLE!

• Initial Complaint

  Date:10/12/2022

  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 landlines do not work I cannot make or receive calls or faxes. I am self employed with a home based business. My clients call me on my landline. I am an insurance broker and work with ******** clients. Annual enrollment opens 10/15. I am required to record calls and now cannot receive or make any. I will lose my business with no phone. The next closest repair time is NOVEMBER 8. That is A MONTH AWAY! I NEED MY PHONE AND FAX SERVICE TODAY. NOT IN A MONTH. Centurytel made us wait 2 or 3 days to get a tech here. This is the height of being ridiculous. This is a blatant lack of concern for all the customers who have been with centurytel for over 25 years. This is very unreasonable.

  Business Response

  Date: 10/22/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *******************************. In the complaint ****************** stated her landlines did not work and she was unable to receive calls or faxes. She cannot wait 2-3 days for a technician and was advised the closest repair time was November 8, 2022.
  
  Brightspeed records indicate a repair ticket was received on October 11, 2022. The ticket shows it was cleared on October 14, 2022, and was included in an outage for which parts were ordered to complete the repair. Due dates are given as customers call in, however in some instances repair will clear several tickets at the same time and allow technicians to be rescheduled and due dates to move up. Medical and emergencies are prioritized ahead of others. Brightspeed acknowledges the customersconcerns and apologizes for any issues or inconvenience that *** have been experienced. *************** & repair can be reached at ************ or www.brightspeed.com.
  
  Sincerely, 
  ***********************;
  Executive Office Case Manager 
  Customer Advocacy ************************ 
  www.brightspeed.com 

• Initial Complaint

  Date:10/10/2022

  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 without home phone service through Brightspeed for 9 days. It took me over 3.5 hours of phone calls and chat through online to get a repair ticket scheduled. Services were supposed to be repair on Friday, October 7, 2022. I had to miss a day of work as someone was required to be home. The technician never showed up or called. I reached back out through chat Saturday morning and was told someone would be there Saturday. Noone ever showed up. I was then told someone would be there today and no-one has showed up today either. It is impossible to get anyone on the phone to help you and the chat just goes around in circles with noone that can assist you. WE pay a lot of money for home phone service and cannot even get repair service as needed.

  Business Response

  Date: 11/11/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *******************. In her complaint ************** states claims that she was on the phone and chat with Brightspeed for over 3.5 hours in regard to an issue with her home phone service not working.
  Brightspeed regrets any issues regarding Ms. ***** services not working. Further research shows ************ contacted Brightspeed on 10/3/22 and had a repair appointment scheduled for 10/14/22. On 10/14/22 a Brightspeed technician isolated the issue to our outside plant damaged cable and resolved the issue. Her account has been credited for the time without services.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/10/2022

  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 had internet installed on September 6, 2022. When it was installed they left the internet line running from the road to my house above ground. The install tech told me the day he installed it that he didn't have enough of one kind of line so he put 2 different lines together. He assured me when they came to bury my line they would fix it before they buries it. My internet worked until September 21, 2022 when they came and buried the line. I have called every day since then trying to get someone to come out and fix it. Each time an appointment was set no one show up and when I called back they say the appointment was canceled for unknown reasons. My latest appointment was for October 8, 2022 and again no one showed up. When I called this morning it was showing yet again it was canceled. They are trying to charge me for services I have not received. I have not had internet since September 21, 2022 and my first bill was due on October 6, 2022 which I have not paid because I can't get anyone out to fix the problem. I have filed a complaint with their *************** with no results. I have also filed a complaint through the ******** ************************** I would just like for them to fix the problem so I can have internet.

  Business Response

  Date: 04/13/2023

  As of October 3, 2022, *************************** is a Brightspeed customer. ****************** appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************** regarding internet not working and multiple missed appointments.  

  Brightspeed regrets any service issues experienced by ****************** and for any missed appointments. Service was confirmed working October 16, 2022. Multiple attempts were made to contact the customer. Credit was provided for the time without service.

  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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.

  Unfortunately, we were recently in the zone for the acquisition of CenturyLink by Brightspeed. In less than a week, we lost internet, which is particularly frustrating given that I am an exclusively remote worker with no local office to commute to. After multiple attempts to try to get to a human customer service agent, it was determined, that unsurprisingly, a tech would need to come to my home. I was given a 9 hour window the following day for the evaluation and repair. When that window closed, I called to check the status of my technician and learned that the company had closed my ticket without my authorization. Furthermore, I was not even notified that the technician was no longer coming and had to reschedule on my own behalf. When I called back, I was assured, given my frustration and the fact that it was entirely their system and/or employee failure, that I would be a first priority customer for the following day, with a tech arriving before 9:30 a.m. I am still without service, I have no updates to whether or not my technician will show today. I have reached out to customer service via phone and chat. The chat agent indicated that they were paging the technician and I would be called back shortly. I never received a call back. I reached out via ******** with my complaint and have a private message that did not address the complaint. I have chat sessions and screenshots of ticket confirmations that are being completely ignored. Our area is still building infrastructure for other internet companies, so our options are limited, and our ability to simply change vendors is not currently something we are able to do, so this has gone beyond a minor annoyance and has begun to interfere with my ability to do my job and generate income as the breadwinner for my family. A brief scroll through their social medias demonstrates that this is a pattern, and I am not an outlier.

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service 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 not had landline phone service since Friday evening, Sept. 30, 2022. My carrier had been Century Link which is now Brightspeed. Service repair tickets were created for Tuesday Oct. 4th, and no one showed, and then after calling multiple times a service ticket was created for yesterday, Oct. 6th. Yesterday I received a text early in the morning that the technician had arrived and would follow up with me when finished. Again, no one showed and service was not restored. I tried multiple times last night and this morning to call to speak to someone but could not get connected. I asked for the option to text, and also was not connected .I am hearing impaired and hear better with the landline than a cell phone, and the cell service in my area is poor. Its imperative that I have a landline. My home number is my preferred number for doctors, family, and friends, and Im having major surgery Oct. 13th.Please help if possible .

  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 her complaint she indicates that her dial tone went out September 30th and the issue was not being resolved.

  Brightspeed regrets any service issues experienced by **********************. The initial repair ticket was canceled with no notes indicating why. On the second ticket, the technician found an issue with the ************** that was resolved so there was no need to go to the home. ********************** was contacted to confirm the issue was resolved and credit was applied for the outage.

  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 

  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/13/2023

   
  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.