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:11/14/2022

  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.

  Since taking over Centurylink service has gotten **** times worse. **************** is non existent. Basically they are taking your money and not really providing the service they are getting paid to

  Business Response

  Date: 11/14/2022

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 12/13/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/18/2022

   
  I am rejecting this response because: it isnt a resolution. 
  
  

  Customer Answer

  Date: 12/19/2022

   
  I am rejecting this response because:
  

  Hi, I made a complaint and there was supposed to be resolution by 12/13/22 in the form of response by the company (Brightspeed). I have not been contacted by the company at all.

   

   

  
  

  Business Response

  Date: 04/19/2023

  
  
  The original customer complaint and complaint summary documenting the resolution for ************************* are included for your review.
  
  Case Manager Name: ***************************
  Case Number: 48668959
  BTN/BAN: 307641638
  Internet Technology: Copper
  Date Received: 11/14/2022
  Date Resolved: 12/8/2022
  Service Address:
  
  Primary Complaint: Repair - All Others
  Sub Complaint: Chronic Problems
  Resolution: Complete Repair
  Root Cause: Equipment Issues
  
  Complaint Summary:
  Issue: The *********************** (CAG) received a complaint from the BBB on behalf of ******************************* regarding service issues, equipment issues, and requesting a credit for out of service time. The case was received on 11/14/22.
  
  Findings/Resolution: When the case was received, the account was reviewed and found that a router was ordered on 11/14/22. On 11/28/22 a trouble ticket was entered and on 11/29/22 the tech was dispatched and restored the customer's service. The service has been working properly since the repair ticket has been completed. A credit of ***** has been issued for the service issues and the equipment issues and delay in getting the equipment delivered. No other action taken as the customer has not report any other issues. No answer when the customer was contacted via phone.
  
  Please let me know if you have any questions.
  
  Thank you,
  
  ***************************

• Initial Complaint

  Date:11/14/2022

  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.

  A temporary internet cable was put across my lawn about 5 months ago. I have called multiple times about this and multiple technicians have come out but they never change this cable to a permanent one and bury it. I have even had my underground wires marked for them. I want this work done and I want the almost $300 charge to set my internet up and do this taken off my bill. Thanks

  Business Response

  Date: 11/14/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 12/13/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/14/2022

  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.

  Have been trying since September to have our fiber internet installed. Had 8 appointments where technicians did not show up. I would take time off of work and lose money and the representatives would assure me a technician was coming. I have tried reaching out to supervisors to get a resolution and have been unsuccessful. I have been left on hold for 40 plus minutes at a time and then hung up on. We are 2 months into this and I have done everything right and I assume they just do not want to do the work due to the area I live in which is a rural area.

  Business Response

  Date: 11/14/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 12/13/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/14/2022

  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.

  Quantum fiber in my area switched over to brightspeed and I was assured that everything would remain the same. Wrong! I was paying $60 before and was assured by brightspeed that this error would be fixed but instead now theyre telling me that it wont be fixed. Ive been told every time someone would contact me and never hear from anyone. Then ** told theres no phone number for corporate. They lie and give you the run around

  Business Response

  Date: 11/14/2022

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 12/13/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/19/2022

   
  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:11/11/2022

  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.

  Century Link switched to BrightSpeed. Apparently our auto pay to credit card did not transfer? We never knew, no emails, no phone calls, no snail mail. When I called with a connectivity issue they told me that I owed for July, through September PLUS LATE FEES! We have paid $90/Mo for years with Century LInk and BrightSpeed wants $521.00. So $251 in late fees? Do you think they intentionally did not tell us the charges are not going to our card to allow the over billing to occur? I do.

  Business Response

  Date: 11/11/2022

  Good afternoon,
  
  *********************** will be the Case Manager assigned to this issue with 12/10/2022 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ****************** 

  Customer Answer

  Date: 11/11/2022

   
  I am rejecting this response because: I have encountered an issue reaching any specific person at BrightSpeed, There are names and dates for completion, but no way to contact them when 12/10/2022 is in the rear-view mirror. 
  
  

• Initial Complaint

  Date:11/10/2022

  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.

  I have canceled my internet through the company century link on August 19th, 2022. Since canceling, the company Brightspeed, has bought them out. I have a credit on my account of $284.29. Once a customer cancels their account, if they have any available credit they are to receive a check in the mail. Its been 83 days since I cancelled, and I keep getting the run around why I havent received my money. I have spent countless hours on the phone trying to figure out a resolution, as to why Im not receiving my check. I have heard every excuse in the book. All seems to be problems, that the company has or hasnt done properly to mail the check out.

  Business Response

  Date: 11/10/2022

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 12/09/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/12/2022

   
  I am rejecting this response because:
  I would like a faster resolution date, to receive my check. I have already been waiting since August 19th for it.

• Initial Complaint

  Date:11/10/2022

  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.

  Ordered service on9/28/2022, they charged my credit card ***** on 9/28/2022 They installed service on 10/31/2022 They charged my account again for ***** on 11/6/2022 (only 7 days after having service)They are showing on my account that they are going to charge my credit card again on 11/30/2022 for another ***** I ordered their fastest service of 940mbps and I'm only receiving 200mbps I have tried on multiple occasions to call and speak to someone regarding the speed and they usually speak such broken English you can't understand them and they tell you they have escalated the problem to a "hirer support team member" and nothing gets done and no communication.I just tried the chat window twice and spoke to a guy named ****************** I have the transcript, the answers don't match the questions. I have never seen such poor customer service, but they get away with it because there is no other service in the area to go to. This could be an easy fix, change my speed to what I'm supposed to receive and credit me back the 1 month of service that I was overcharged and we're done. But they seem to be to incompetent to get that accomplished.This company is taking advantage of people and this needs to stop.

  Business Response

  Date: 11/10/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 12/09.22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/11/2022

   
  I am rejecting this response because: They have said they they assigned a person to work the case and get back to me by December 9th, they make these same comments when talking on the phone and they don't do anything and nobody seem to know anything.  How do I know they will really research anything, and then I'm faced with possibly starting this **************** again.  I will accept there response if it is resolved within 5 days so that I can respond to BBB in the time limit BBB has set for me.   Thank you, ***********************;
  

  Business Response

  Date: 11/17/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************ In his complaint Mr. ********* states he
  *************** on 9/28/2022, and his credit card was charged $65.20 on 9/28/2022 . Service was installed on 10/31/2022  and he was charged an additional for $65.00 on 11/6/2022 (only 7 days after having service) Brightspeed is showing they are going to charge my credit card again on 11/30/2022 for another $65.00. He states he ordered service of 940mbps and is only receiving 200mbps. He states he has tried on multiple occasions to call and speak to someone regarding the speed and they state they will escalate the problem to a "hirer support team member" and nothing gets done and there is no further communication. He has requested Brightspeed change his speed to 940 megs and credit me back the 1 month of service that he was overcharged.
  
  Brightspeed regrets any issues regarding Mr. *********** speed, charges and any incorrect information that was provided.
  Mr. *********** service was ordered on 9/28 and installed on 10/31. The original order was for 200 megs, but it was requested to up the speed to 940 megs. There was an error in the processing of this change. That error has been corrected. Mr. ********* was charged $65.20 in September and an additional $65 in November. Brightspeed  has refunded the payment made on 11/06, as it was taken in error.  
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/10/2022

  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.

  CenturyLink sold my account to BRIGHTSPEED. Since the transition my upload and download speeds have steadily decreased. On Monday 11/07 I contacted Brightspeed to find out why my service was out. I was informed techs were replacing a part and resolution was expected that Tuesday by 1:15PM. Tuesday morning I noticed my modem was connected however after running a speed test I noticed my upload speed was .50 Mbps. Immediately I contacted BRIGHTSPEED. I had to receive a call back due to the volume of calls. An associate contacted me about an hour later. The associate asked me how long my service had been slow and I advised 4 days. As soon as I said 4 days, I was hung up on. No return call or explanation as to what is going on. For someone that works from home this service is unacceptable. In just a few days I will be billed for service I cannot use!!

  Business Response

  Date: 11/10/2022

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 12/09/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  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.
  
  Thank you. 
  

• Initial Complaint

  Date:11/10/2022

  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.

  Recently switched from centurylink to Brightspeed due to takeover. The service works less than half the time at about half the speed. Last week repairman showed up and I dont know what he thinks he did but nothing is what he did. Hours on hold, speaking to reps only to be disconnected they request a call back number but dont call back. I was told this evening via chat on ******** to call FCC if I have customer service complaints. Paying for service that works MAYBE 1/2 of the time!

  Business Response

  Date: 11/10/2022

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 12/09/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/10/2022

  Type:Order 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.

  Centurylink sold the business in some States to Brightspeed and if you thought Centurylink was a bad internet access provider, you have not dealt with Brightspeed yet. I am a ********* certified systems engineer and I have never seen such bad setup on their site.We were required to log into Centurylink Webmail and change our e-mail password before 11/1, otherwise the e-mails would not work anymore. I tried to do that and then found out that Brightspeed does not allow a secure e-mail password that is **************** longer and allows for special symbols. It only allows **************** length and no special characters, only numbers, letters and capital letters.Brightspeed does not have spam software suppressing e-mail set up on their end so we are all getting swamped with spam.Their IMAP mail servers do not sync properly. This means if you get an e-mail through Outlook ory our cellphone and delete it, it does not get deleted on their server, in the webmail or in any other device. In addition, 2 days ago I suddenly got 56 e-mails which were all old e-mails that I had already received since 10/28. No idea where they suddenly came from.All our contacts disappeared and webmail does not accept a .csv file to import them again.E-mails are no longer instantly delivered. On Sunday I was waiting for 2 important e-mails. I finally received them Monday afternoon.When you call Centurylink or Brightspeed, they are unwilling to help but rather ask you to open a support ticket through their ticketing portal. But then nobody will get back to you. Their automatic system will just send random "troubleshooting steps" that have nothing to do with the problem you described when opening the ticket.Since so many services are not there anymore that I pay for, I wanted to stop auto-debit but the website does not allow to do that. So I am forced to pay for services that they don't provide.

  Business Response

  Date: 11/10/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 12/09/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/11/2022

   
  I am rejecting this response because by then I have to pay their monthly fee again while they dont deliver. It does not take a month to do research. She should know how they are set up on their end. If not, a phone call to the IT Manager can get all the details. They are just dragging g their heels. She knows very well that they dont have any actual people in technical support and there. Hat with us is disabled. They are crooks