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:11/07/2022

  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.

  Where to start: Install was moved a bunch of times, so I have to continually move meetings as I work from home When the first installer showed up he said work needed to be done prior to this contracting company fulfilling their duties When I inquired about status of install no one seemingly knew what was going on Another contractor showed up and said work hadn't been done that needed to be, but offered to run a lone across my years and 2 other neighbor's yards to get us service It's been weeks now since install, and when I chat with customer service the chat keeps getting closed due to inactivity, even though I'm waiting on an answer the chat rep said they would provide This is maddening. Who is running your install department? If this issue keeps getting escalated, as they say they are doing, then eventually I'll expect a call from *****************, the **** himself.

  Business Response

  Date: 11/15/2022

  Good morning,
   
  ************************* 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:11/04/2022

  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.

  Internet is constantly down & being a town of a little over 600 people, Brightspeed (formerly CenturyLink) is the only ISP available; so when the **************** services go out, the town comes to a screeching halt. The stores can't accept anything but cash, some close completely because they can't make sales, people who work or attend school from home can't connect, etc. You can't even buy gas without cash, nor buy food or other essentials. Landlines being out creates unsafe conditions, such as my 91 year old grandmother who lives alone & is often unable to call for help if she needs it because of the high frequency of outages. This happens at least once a month, sometimes more & it's taking its toll on ********************** owners. The customer service is terrible, when you can actually reach them, & provides no help whatsoever. Read the reviews online for CenturyLink/Brightspeed: this is a national problem & needs to be addressed. They're prices are high, particularly since we've yet to receive an entire month's service because of the frequent outages, but they offer no apologies or discounts. As I write this, the **************** have been out all ********** say it will be at least tomorrow before they can fix it.

  Business Response

  Date: 11/11/2022

  *********************** will be the Case Manager assigned for research and resolution by December 3rd 2022.

  Customer Answer

  Date: 11/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and understand that someone from CenturyLink/Brightspeed has been assigned to this case & will be responding.
  
  Thank you. 
  

  Customer Answer

  Date: 12/05/2022

   
  I am rejecting this response because:
  

  The company lied about me having not filed a complaint ticket with them since 2016; I have filed many complaints with them, several a year as a matter of fact.

   

  ********************;

  
  

  Business Response

  Date: 04/12/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  According to the records on the account, the customer has not had a trouble ticket since 2016.  If the customer is having service issues, she needs to place a trouble ticket. 
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  Sincerely, 
  
  **********************;
  Case Manager 

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because:

  Technicians are in the area constantly; one was at my house last week & found the problem was not at my home, but there were problems with the lines in multiple areas of town, which the company denied, even though their own tech found the issues. Talks with the company always results in the company blaming households for the problems, but then, upon finding the problem, it's always on their end. Terrible customer service & awful *************************** problems, with outages occuring at least once per month, with this company are the norm. If another ISP were available here (which it will be soon), I would never use Brightspeed; they are as bad or worse than CenturyLink. This is a small town & constant Internet outages cause businesses to close their doors or only accept cash because of the Internet being down; ATMs don't even work. They're taking advantage of customers, particularly those who live in areas with no other ISP options. It is terribly overpriced, particularly given the unacceptable quality of service being offered. 

  
  

• Initial Complaint

  Date:11/03/2022

  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.

  Been out of local phone service for 3 days now have called 7 times had an appointment yesterday November 3 for a tech between 8am and 5 pm received a call that the tech was on his way NO one showed Called and was told he was here at my home he was not after more calls no one ever showed Then use message service they told me someone would be here frost thing this morning no one showed called again to be told there is an outage they have that has to be repaired before anyone can come out .I have a hair salon my phone os very important to get clients I have listed over $500 do to not having my phone on top of that I asked to speck to a manager 5 times 2 different calls I was told they wasn't answering the call ?? please help as I am a BBB customer for my business.

  Business Response

  Date: 11/11/2022

  ***********************;will be the Case Manager assigned for research and resolution by December 2nd, 2022

• Initial Complaint

  Date:11/03/2022

  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.

  Have a lease for equipment from centurylink for $10 a month for a router for internet service bright speed bought them out almost exactly a month ago the router stops working yesterday call today the say router is bad for them to replace it I have to sign a lease for it and it's $15 a month the purpose of the lease is if equipment goes bad they replace it not to have a excuse to raise your rate of the lease cause there equipment quick working

  Business Response

  Date: 11/11/2022

  ******************;will be the Case Manager assigned for research and resolution by December 2nd, 2022.

  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:11/03/2022

  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 March of 2022, I purchased a modem from the company with a one-year warranty. On the evening of September 20, 2022, the modem stopped working. I made a claim on 9/22/22 via chat and the agent verified that the modem was defective and would be replaced under warranty. This order was never processed. I repeated this process five more times with no result. I contacted Customer Advocacy on 10/11/22 to assist with resolving the issue. They stopped replying to my emails on 10/26/22. I have now formally discontinued service, but I still will need to be reimbursed for the cost of the modem and services after 9/20/22 that I continued to be billed for.

  Business Response

  Date: 11/11/2022

  ******************* will be the Case Manager assigned for research and resolution by December 3rd, 2022.

• Initial Complaint

  Date:11/03/2022

  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.

  We have been customers since 2020, we also have either had absolutely no service or service that constantly goes in and out since the end of August of 2022. We have talked to customer service more than a dozen times at this point in time and still have not came to any sort of resolve. The following excuses have been given:*Known outage *Unknown outage *Bad hardware *Indoor issues *Outdoor issues *Too many devices connected to wifi *Need to increase speed We have not increased devices since starting service, and even after we paid/increased our monthly bill to increase speed nothing has changed. We have also been told multiple times that we will be charged for having repairs done, even though none of the problems are on our end. We also find it scammy that they said our speed is too slow for the amount of connected devices even though we have the same amount of devices and the same speed as when we joined. **************** also likes to hang up/end chat when you tell them that you have tried everything and service is still not on. When its on it only stays on for a minute when a device ***********************, and we have gone 10 days without service at one point. We have also been promised multiple credits for our issues but still have not seen any.

  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
  ****************** 

• Initial Complaint

  Date:11/03/2022

  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've been trying to have my home phone service which I pay for repaired for over 6 months. Every time I call CenturyLink they ask me for a phone number in case we get disconnected and then they hang up the phone on me and never call me back. I have a very loud noise in my phone and people can't hear me when I call them and if they call me I can barely hear them. I have children and a Elderly person in my home and it's a must I have home phone service. CenturyLink is the ONLY company providing ***************** in my area and I can't switch to another company. They are no help at all on the phone and they are no help on their website, They always push chatting with someone and once they see that a person has to come out to the house and actually do work they disconnect the chat and leave me stuck having to do it all over again. They will NOT transfer you to a Supervisor or Manager they will just terminate communication. I've contacted the *** and filed a complaint with them as well. So now I'm trying the BBB in hopes someone will help me resolve this problem.

  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: 11/16/2022

   
  I am rejecting this response because:
  I don't agree with the credit amount given. My monthly bill is over $50 a month and my services were down for over a month and being that they are a monopoly company around here, if they were really regretful for my services they should've credited me at least a whole month. It's not like they can't afford it. I only have local home phone service, I don't think thats asking too much considering everything I had to go through to get any help at all. It shouldn't have had to get to the point of me having to complain. 

  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: 11/29/2022

   
  I am rejecting this response because: I don't see a response to my complaint only the person assigned to the case. Am I suppose to contact ************** or will he reach out to me?
  
  

  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 ********************** states that she has been trying to get her phone service repaired for months. She indicates she also contacted the *** and filed a complaint with them.

  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. Brightspeed also received Ms. ********** complaint as an *** complaint. In response, on November 15, 2022, Brightspeed advised that the repair ticket issued October 18th was finally completed November 2nd; it is unclear why she was told it had expired. Credit was provided for the service issues.

  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. 
  

• Initial Complaint

  Date:11/03/2022

  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.

  Parents: ******* & *********************** ***** County Rd 80, ***** The phone service does not work at my mother&#**;s residence for 15 days. I have called and they keep telling me they are coming to fix it. Then they text me they cannot come. They haven&#**;t been to her house once. One day they claim they couldn&#**;t access her home. I live close to her and no one tried to get to her home.

  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 her parents phone service not working for 15 days, and no one showing up to fix it.
  Brightspeed regrets any service issues experienced by the customers. Two repair tickets were found; one created on October 28th which was due November 1st for a dispatch and one for no dispatch October 31st. The dispatch ticket was closed November 2nd noting not ready. Unfortunately, the customer requested the line be *************************** November 4, 2022. Credit has been provided for the service issues.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• Initial Complaint

  Date:11/02/2022

  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 internet service since 10/21. I am hearing impaired and cannot make any phone calls without the internet, since I use a video phone. Brightspeed told me a technician would be at my home to fix my internet service on 11/1. The ticket number for this is RX270822012. My son **** contacted Brightspeed on 11/1 and they stated that they would indeed be there on 11/1. He spoke with Eries, call reference number ******** and this person confirmed that they would be there. A little while later Brightspeed sent a text to my phone stating that they could not be there until the next day, 11/2.My son **** called Brightspeed on 11/2 and spoke with ******, call reference number on ********. She stated that now the estimated repair date was going to be 11/21. I am hearing impaired. I live alone. This is a major safety issue. Brightspeed has been giving us the run around. I have been unable to make phone calls since my internet service went down and I cannot go without this for much longer.

  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
  ****************** 

• Initial Complaint

  Date:11/02/2022

  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.

  We have reported internet not working for 3 months.We were told a tech would come, we missed work that day and The tech did not show up.When we rereport problems in chat help nobody helps us and they disconnect us.So after disconnection we are harassed in the same manner, and disconnected and nothing is resolved.We need 3 month refund, for slow, non working internet we need need better speeds , they advertise 30 down for 50 we only get 10 down We need our internet fixed

  Business Response

  Date: 11/11/2022

  *********************** will be the Case Manager assigned for research and resolution by December 1st, 2022

  Customer Answer

  Date: 11/11/2022

   
  Better Business Bureau:
  

   nobody has contacted us or helped us
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is not satisfactory to me.
  
  Thank you. 

  
  

  Customer Answer

  Date: 02/24/2023

   
  I am rejecting this response because: See Attachments 
  
  

  Business Response

  Date: 04/12/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  
  According to the records on the account, the customer has not placed a trouble ticket with Brightspeed. Currently the customer pays for 10 M internet speed and is getting10.04M.  
  
  
  Brightspeed does not guarantee the Wi-Fi/wireless speeds and connection due to the possibility of so many out of our control possibilities of interference. This is the reason we do not charge for this portion of service. We do our best effort to support but again cant guarantee it. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device ************************ to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence, among other factors.
  
  I placed a trouble ticket to have the technician check the line.
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  Sincerely, 
  
  **********************;
  Case Manager 

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because:
  as stated in the rebuttal before

  Business Response

  Date: 04/13/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  I issued $150.00 in out of service credit. The fastest speed available to the customer address is 10M and that is what he is getting.
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is "NOT COMPLETE" satisfactory to me.
  

  while it does help lower the cost for the year we have no contact information for a *********************** we have not received one email

  We  still do not get 10 down if we are uploading something, we have sent multiple tickets through chat that are still unresolved