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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3,304 total complaints in the last 3 years.
  • 1,689 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/10/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    MY INTERNET SERVICE WAS SOLD TO BRIGHTSPEED SINCE THE ***** MY SERVICE HAS BEEN SLOW AND NOT LINKING WITH MY OTHER SYSTEMS. HAVE TRIED TALKING WITH SUPPORT WITH LITTLE HELP THEY WANT ME TO HAVE A TECK COME OUT AND LOOK AT OUR SYSTEM WHICH IS FINE WITH ME I HAVE BEEN TRANSFERRED TO MANY DIFFERENT PEOPLE NOW NONE OF WITCH CAN SET UP A APPOINTMENT FOR ME FOR SERVICE. HAVE BEEN ON AND OFF HOLD FOR OVER 4HR AS OF NOW. I CANT CANCEL MY SERVICE WITHOUT LOSING MY EMAIL ADDRESS I HAVE HAD FOR OVER 30 YEARS WITCH I US FOR BUSINESS. DO I HAVE ANY OPTIONS.

    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:11/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our service with centurylink ended at the end of August 2022. CenturyLink was sold to brightspeed after August. We have never been customers of brightspeed. However, bright speed has billed ** since September as if we are customers. We ended service with CenturyLink at the end of August and went with a different provider ( PBB) and I have called multiple times to ask them about this and depending on who I get they confirm the cancelation or say I need to talk with a new representative. After being transferred to the new representative they can't help either. We are being fraudulent billed by a company that we never had services with.

    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:
    There does not seem to be a clear resolution to the issue and I would prefer this BBB stay involved until completion.  

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company took over my landline service a few weeks ago. This past Monday my landline had static then went out completely. I am disabled and have a lifeline connected to my landline. It is vital that my landline has a good connection for me to call for help when facing a health concern that could be fatal. I called the company to resolve the issues, but got disconnected, then other calls were left on long holds with no answers. I would like this company to contact me immediately regarding the issue with my landline, it's a life or death concern.

    Business Response

    Date: 11/10/2022

    Good afternoon,
     
    ********************* will be the Case Manager assigned to this issue with 12/08/22 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Centurylink had me sign up for internet it said 10 megabytes per second it never gets about 8. If Im paying for 10 megabytes and never get it. At night the internet just slows down and no you cant even watch a movie or try and play a game online.

    Business Response

    Date: 11/10/2022

    Good afternoon,
     
    ******************* will be the Case Manager assigned to this issue with 12/08/22 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I use Centurylink for my internet service, I work from home and every day now for the past 3 months at least, I have lost service for at least 15 minutes or longer. I have called, they have sent two new motem's which I sent my old one back and the second new one that they sent, called numerous times, and been assured I would not have this issue again, requested a repairman come out and see what the issue is, was told that they could not write a service ticket, there has been occasion's where I could not work at all because I could not keep connection long enough to do anything, but I pay my bill on time every month. It was out Sunday November 7th for at least 20 minutes, I called them and got a recording that I called after hours but their ad states they have repair support available 24/7, Centurylink has now changed to Bright Speed and it is the same thing, I have 3 of Centurylinks or Bright Speed's boxes in my yard, but, my service comes from about a 1 and a half down the road. This happened back before ***** and it turns out that it was a card in the box where my service came from, that was the issue. I had the same issue this morning, 11-07-2022, I called at 7:15 central standard time, and got the recording that my approximate wait time is 4 to 14 minutes, I was on hold for at least 20 minutes and finally ended up disconnecting the call, I would just like the issue to be corrected, but, I cannot get any help to this aggravating problem.

    Business Response

    Date: 11/09/2022

    Good afternoon,
     
    *************************** will be the Case Manager assigned to this issue with 12/08/22 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

    Customer Answer

    Date: 11/10/2022

     
    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:11/09/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was a CenturyLink customer for 23 years. Initially I was a single income household. Based on how my paychecks fell, there were times I had to pay my bill late. I willingly paid the late fee. Over the years that late fee has increased to where it is now 38% of what my monthly bill is. ($55 regular monthly charges, late fee is $20) maybe it's in their disclosure and they can get away with such, but a 38% late fee is pretty steep.

    Business Response

    Date: 11/09/2022

    Good afternoon,
     
    ************************* will be the Case Manager assigned to this issue with 12/08/22 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

    Customer Answer

    Date: 11/10/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that there is no resolution response. I am glad to see that someone from Brightspeed has been assigned.

    Thank you. 

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been without service for over 15 days. I have called, my daughter has called and all we get are people from *****. We did make contact and they did create a repair ticket. But no one has been out. When they make appointments they don't show up, and that has happened twice. I am a 90-years old, and this is my lifeline.

    Business Response

    Date: 11/09/2022

    Good afternoon,
     
    ************************* will be the Case Manager assigned to this issue with 12/08/22 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My internet svc was turned off by mistake from the company and to turn it back on i was told i needed to pay reconnection fee. They finally waived that but told me i needed to buy a new modem. They didnt send the modem like said and now are saying that I am deceased and refuse to hook my svc back up..

    Business Response

    Date: 11/09/2022

    Good afternoon,
     
    ************************* will be the Case Manager assigned to this issue with 12/08/22 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

  • Initial Complaint

    Date:11/08/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am unable to dial long distance on my home landline phone. I first reported this problem on October 24, 2022 and have since called Brightspeed 7 times and to date, November 8, the problem is still not resolved. I have been promised by Brightspeed that someone would contact me within 4 hours. They didn't. I have been promised by Brightspeed that someone would contact me within ***** hours. They didn't. I have not heard a word back from them. Yet, I still not call long distance. Yet I am paying for a service I cannot use.

    Business Response

    Date: 11/09/2022

    Good afternoon,
     
    *************************** will be the Case Manager assigned to this issue with 12/7/22 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:11/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Recently Brightspeed took over my CenturyLink internet. My service has been very spotty & doesn't work at all at times. Others in the area said they are capping services so you have to call in to have it removed & they try to upsell you. I contacted them on chat. I was disconnected 3 times(so i couldn't print a transcript) & spoke to 5 different tech people & 1 customer service. Each tech said the tested the lines & the problem is my usage is too high. I asked about it being capped & the first tech said they don't do that then later said I used 32% of my 10mbps by streaming 2 hours of ******* earlier & would have to wait til the next day for it to be better. I do not use too much. I actually use less than I have in the past. I always have 2 Roku tvs, 1 firestick, 1 ***** plugged in. Sometimes my laptop is connected. Rarely my tablet is connected or our 2 phones. We usually only use 1 TV at a time. We have had this speed for years. I have been able to stream on 2 tvs, use a laptop, desktop, 4 phones & a Wii at the same time. Each tech tried to transfer me to customer service so I could increase my plan. I had already talked to customer **************** is the best I can get here. She tried to get me to get a second line so I could split up my usage. I asked for a tech to come out. They didn't want to send one because they said they can see problems with the ************ are none. They said I will probably have to pay for the tech even though I pay $20 a month for inside wire maintenance. We have had occasional problems with centurylink service. They would send out a tech, fix something at the box up the ************** would be great. They kept telling me their is nothing wrong with the ************ haven't changed anything. They are lying. They have done something to the phone lines. I want to get the service I pay for & want my bill adjusted since I haven't been getting the service I pay for.

    Business Response

    Date: 11/11/2022

    ********************* will be the Case Manager assigned for research and resolution by December 6th 2022

Brightspeed is NOT a BBB Accredited Business.

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