Complaints

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

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted at first Century Link now Brightspeed multiple times over an 8 month period to fix the internet cable the provides internet to my home. This particular cable is not the cable that goes from the Hwy telephone. The cable that needs to be fixed by Brightspeed is the main cable that runs parallel to the Hwy that provides service to Im assuming multiple homes past my home. This is Raw Internet Cable that is laying next to a Hwy. This cable is wired into a Phone poll and ran on top of the ground, over 4 driveways and then connected to the next Phone poll by my home. This cable has been torn by people driving in and out of their driveways. I have watched the Brightspeed technical people fix this wire 6 times in a 8 month period and now I fix it myself because it takes up to 2 weeks for a tech to come and fix the internet cable ( that should be buried ). I work from home and need this fixed. My next step will be sharing all of this on my ****** followers on social media. Lastly this is the only internet provider in our area (other than satellite which isnt able to provide me with the bandwidth speed for my job). Brightspeed should fix this problem ASAP to a paying customer and should be held liable for my time waisted fixing something their company should.

  Business Response

  Date: 01/18/2023

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

  Business Response

  Date: 02/17/2023

   

  On behalf of *****************, the Better Business Bureau (BBB) filed a complaint with Brightspeed about a damaged cable that runs parallel to a highway that provides internet to her home. ***************** asked Brightspeed to complete the repair in the desired settlement details.

  Nine dispatches have been related to bonded high-speed internet and a buried drop issue. Brightspeed dispatched a field technician on January 25, 2023, repaired a cut cable caused by a third-party contractor. Brightspeed issued a one-month service credit of $65.48 due to ongoing service issues, which will reflect on the next bill date invoice, March 23, 2023.

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

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

   

   

  Thanks,

   

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

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan. 17 our landline, from Centurylink, is not working. Our Internet, also from CenturyLink, is working fine. The phone has a dial tone but when you start dialing, it becomes a busy signal. If you dial into our landline, you get our voicemail. When we called CenturyLink, we were told Brightspeed took over CenturyLinks telephone/ internet business. We called Brightspeed & spent ***** min. going thru a phone tree, then had difficulty getting someone in the service ***** We kept getting people wanting to sell us new services, said they were the business ********* needed residential then hung up, etc. for about 30 min. When finally reaching service, we were told a service call is scheduled for Jan. 25, even though we said we cant wait over a week for our landline to work.We called them back, spent ***** min. going thru a phone tree, then spoke to a different service rep, who confirmed our landline wasn't working & Jan.25 was the soonest a service call can be made. I said we could not wait that long & asked to speak to a supervisor. The rep agreed & put me on hold. After a minute, I got disconnected. I called back, again spent **** min. going thru a phone tree, finally got a different rep, who began asking all the same questions as before. I stated the information should all be on my account, I had just talked to someone & was disconnected waiting to talk to a supervisor because I could not wait 8 days for phone to be repaired. When I asked to talk to a supervisor, she just kept asking questions. I asked several more times to speak to a supervisor, she kept asking questions about my phone. I said that she had been polite, but that I was going to file complaint with the BBB & quit as a customer & would she please ********************** me to a supervisor. She said nothing for a number of seconds. I said I was hanging up & did.Our landline is important as our main means of communication. I have been awaiting phone instructions for a hospital procedure I am having done on Jan. 23

  Business Response

  Date: 01/18/2023

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

  Customer Answer

  Date: 02/13/2023

   
  I am rejecting this response because:
  

  I am not satisfied with their response since they are taking over a month to "investigate" it, and I have heard nothing yet from the case manager. I don't know if you are able to do anything official with this, but I did want to let you know. Thanks, ****

  
  

  Business Response

  Date: 02/15/2023

  Good afternoon,

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, information provided to the customer.  On 1/17/23 the customer stated that the phone service stopped working.  The initial call that was made by the customer was to **********************'s service number, so the customer had to be transferred to ******************.  After going through the call tree and an agent was on the line there were some communication breakdowns between the agent and the customer.  After a long period of time, the trouble ticket was finally created but the first available due date for the technician to be dispatched was going to be a week out.  Based on this experience, the customer submitted the complaint to the ********************.  The ticket was later cancelled and after direct contact made with the customer, she advised that the phone started working again (the same day the issue was reported).  Since then there have been no issues with the phone service.  During the direct conversation with the customer, she expressed her concerns as to why the ticket was dated out a week, when the issue was resolved by the end of the day.  She was advised that trouble tickets are scheduled based on work load for the area and the first available appointment that can be added.  That doesn't mean that the issue was not already being reviewed from programming departments to help determine the issue.  She was also advised that it could have been just a glitch in the switch that auto-corrected itself and was resolved naturally.  After a robust discussion, the customer accepted a ***** courtesy credit for the service issues and the poor experience in reporting the issue.  Prior to ending the discussion she requested some assistance with a software update for her internet equipment.  She was advised that an email would be sent to the repair specialist to review and to reach out to her regarding that update. 

   

   

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of November 2022, Centurytel, now Brightspeed, posted an erroneous charge on my phone bill. After lengthy email correspondence and much documentation, the matter was said to be resolved. However the error reappeared & I haven't been able to connect effectively with a Brightspeed representative.What's more, there's confusion about my email account username.

  Business Response

  Date: 01/18/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 2/15/2023 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 9/29/2022 I paid $65 for Quantum (now Brightspeed) fiber optic service. In mid-October 2022, a technician installed a box outside my home. In mid-November, a different technician arrived and ran the fiber optic cable under my driveway to the box. It is now mid-January 2023, and I am still waiting for completion of the installation. I waited an entire day last week for installation, but the technician never showed up. Brightspeed Customer Support rescheduled the installation appointment for 8 a.m. 01/17/2023. After waiting two hours for the tech, I contacted Brightspeed Customer Support to see when I could expect the tech. I was informed that the tech ran into an issue with his first appointment and would arrive at my residence shortly. It's now after 11 a.m.; furthermore, I find it difficult to believe that the tech had an appointment before 8 a.m. I'm extremely disappointed in the lack of service from Brightspeed. If they cannot complete the installation today, I request a refund of $65.

  Business Response

  Date: 01/17/2023

  Good afternoon,
   
  ***************** will be the Case Manager assigned to this issue with 2/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently moved into a new house where the previous owner had internet service still active. I called Brightspeed on 1/12/23 asking them how I needed to go about getting service. They told me that since there was service still active at the address, the easiest way would be to transfer the service so that there would not be an interruption in the service. I gave them my name and information and they told me what my monthly bill would be, and I accepted. They set me up to be able to log in online and look at my account. When I did this I found that there was an account balance of $177.98. The previous owner skipped out on their last couple months of payments so they decided to charge me instead! I called them again and tried to explain what was going on and that there must be a mistake still. They absolutely refuse to help and keep telling me that it is my responsibility to pay the previous owners bill.

  Business Response

  Date: 01/17/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Business Response

  Date: 02/16/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the records on the account, *********************** installed service on 8/15/2024.  ***************** called to cancel service and her son agreed to change the service into his name on  1/11/2023. 
  
  The account was issued credit of $73.00 on 1/11/2023.  As a courtesy, I did issue credit for $104.98 on 2/15/2023..
  
  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, 
  
  ***********************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our internet lines were severed. Brightspeed was contacted by my business and my neighbors immediately. It has now been a week and half and we STILL have no internet! Ive called and so has my neighbors. *** spoke to numerous incompetent people told it would be fixed over and over again yet it STILL isnt fixed.

  Business Response

  Date: 01/17/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/18/2023

   
  I am rejecting this response because: my business is losing money everyday because of this issue. I have been informed by brightspeed yet again today that my problem could not be resolved after I was told it would be fixed today. This is outrageous it has taken 10 days for a company to fix this issue. I expect an immediate response, a **************, and contact by the business on how they plan to reimburse my business for the everyday loss of money you are causing me. Otherwise I fully plan to speak with my neighbors also suffering this issue and we will be switching from brightspeed. This has been the worst telecommunications support Ive ever received. Im a veteran owned small business and this is costing me tons of money and putting severe strain on my business.  
  
  

  Business Response

  Date: 02/13/2023

  Good afternoon,
  
  The following information is provided in response to complaint filed by ********************************* on behalf of business account Black Ops Paintball in reference to High Speed Internet (HSI)  Per complaint details, "Our internet lines were severed. Brightspeed was contacted by my business and my neighbors immediately. It has now been a week and half and we STILL have no internet! Ive called and so has my neighbors. Ive spoke to numerous incompetent people told it would be fixed over and over again yet it STILL isnt fixed."
  
  Repair records indicate there was an outage that interfered with internet service.  *********** is restored.  On February 13, 2023 customer called to request outage credit and confirmed restoral.  The Business Agent applied credit for time without service.
  
  We apologize for any inconcieneince experienced.
  
  Thank you,
  
  Kandi

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last two weeks our service has been out/not working. Tech support has been notified multiple times and we have been told either that a tech will be out today or that its been fixed. It obviously has not been as theres still a rats nest of wire where the neighbor augered them up out of the ground and tore all the wires up. Been lied to over and over about a repair completion date with no resolution. **************** has been paid for at a rate of 20 mbps and am receiving only 1.5 -7 mbps. This company has lied over and over again about their services and support. If they are not gonna fix this then I want my money back and to cancel service.

  Business Response

  Date: 01/17/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/18/2023

   
  I am rejecting this response because: internet went out on January 3rd around 14:00. Customer support has lied day after day that a technician will be out to repair that day or next by some stated time to never show. It has been over two weeks since brightspeed has  provided service here and to get a response that it will be well over a month total before it is fixed is completely unacceptable as I am still being billed for services not received nor promised credit applied to account prior to bill posting. Company lacks internal communication and business morals. Want to keep a customer?  Provide the services as stated we would receive, 20mbps and actually have internet.
  Looking forward to a more timely repair response.

  Business Response

  Date: 04/14/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************************  In his complaint ****************** advises of service issues for about 2 weeks from ******* 14^th.  ****************** also mentioned that he would be advised that services would be restored that day or were already restored.  ****************** also made us aware of a neighbor that tore up the lines from the ground and that he was not receiving anywhere close to his 20m internet service.
  
  Brightspeed regrets any inconvenience that *** have been experienced regarding the service issues.  Per the complaint, it seems as if the service outage was due to a neighbor damaging the lines.  ****************** reached out to us on ******* 14^th via this BBB complaint, once researched I found that another dispatch was already set for ******* 30^th.  I reached out to our dispatch looking for a sooner date as a courtesy and was able to have it changed to ******* 21^st.  That day, a technician went out and found the damages, but was unsure of when they would be resolved.  I also found that repairs were done on ******* 31^st per the technicians notes.  I was also able to confirm that the service speeds are working at the actual purchase rate of 10m and not 20m as the original complaint advised (it *** have been a typo from the customer).  The customer has had the 10m service since at least April of 2022.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconveniences that *** have been experienced.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning date 12/31/22 phone out due to storm. They were to repair service on 1/11/23 but since they use CenturyLink techs to repair I was not aware when they notified me they were changing my service to BrightSpeed. They sent a text on 1/9 to see if the issue had been resolved and the day before yes the phone was working but as soon as I responded to their request to state it was (Fixed) I had no service again. But did not notice I didnt have service till the following day. Then I tried to get a repair ticket and still have no repair ticket all I did get was it would be checked out by technician on 1/18. In the meantime Ive been charged on my autopay and cannot reach anyone to address this.

  Business Response

  Date: 01/17/2023

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 2/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother-in-laws phone stopped working on January 7th. Brightspeed sent a technician on the 11th. He could not make the repair and they scheduled one for the 13th between 8-5. He did not show up. I called them and explained that she lost her husband the week before thanksgiving and is now alone. She is 95. She wears a life alert and needs to have her phone. No Internet and she cannot see what the buttons are on a cell. They said they would send someone out after 5 to make the repair. Nobody showed up. I texted with a representative on the 14th. They said the best they could do was the 17th. Again I told them she relies on the life alert. After a back and forth. I was told the next supervisor would call me back. That was over 5 hours ago. They understand this in an emergency repair. So far they have broken two appointments with no calls, texts, or emails.

  Business Response

  Date: 01/17/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 2/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Business Response

  Date: 02/15/2023

   

  On behalf of *************************** mother-in-law, **************, the Better Business Bureau (BBB) filed a complaint with Brightspeed about chronic phone issues, missed appointments, and repair intervals. *********************** stated that the phone stopped working on January 07, 2023. In the desired settlement details, *********************** asked Brightspeed to complete the job.

   

  Brightspeed appreciated the opportunity to review the details in the statement of the problem and desired settlement submitted by ***********************. Brightspeed regrets any issues that concerned ****************** experience. Brightspeed dispatch portal showed that the repair ticket was allocated on January 10, 2023, and assigned to a field technician on January 11, 2023. The repair job was referred to a central office technician due to provisioning switch and equipment issues. Brightspeed field operations paused the job from January 13, 2023, to January 16, 2023. On January 17, the dispatch was reassigned, because the technician needed help with completing the job due to equipment & card issues in the central office. The ticket was rescheduled with a dispatch for January 19, 2023. Dispatch Escalation approved a sooner dispatch for January 18, 2023, than the given January 19, 2023. However, the customer canceled the dispatch and *************************** their account on January 24, 2023.

   

  Based on the concluded research, the root cause of the repair interval was related to equipment failure in the central office. Brightspeed acknowledged *********************** and ****************** concerns and apologized for any issues or inconveniences.

   

  Thanks,

   

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

• Initial Complaint

  Date:01/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was with Centurylink for over 5 years internet service and then Brightspeed took over their services. I contacted Brightspeed in November 2022 several times and requested a refund of my overpayment ($1200+). Every time I verified my mailing address was the same as my billing address. One of their reps changed the city on my account and the zip code to a place that I have never heard of or ever lived/had service. No one speaks or writes good English with this company, and you are never able to speak with anyone who knows how to assist. I have recorded all conversations and screen shot all communications with them. It has been a nightmare. They mailed my check out and now no one will return my call or can advise how they will are going to correct their mistake after repeated calls and even speaking with their billing office earlier this week. I just want my refund and am tired of dealing with this incredibly horrible company.

  Business Response

  Date: 01/17/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 2/15/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/21/2023

   
  I am rejecting this response because: I called several times since this complaint and spoke with ***** the last time. He verified he could see in their notes Where a Brightspeed rep had noted they updated my address. The address has never changed and it has always been the same as my service address.  My case was escalated according to ***** that I spoke with and someone would contact me. No one can still tell me where my check is, has it been returned, did they do a stop paymentthis has been going on since 11/2022 after over 35 calls to this company.  I still have no response and  no refund.  Please advise.
  
  

  Business Response

  Date: 02/15/2023

  I have escalated this matter to *************** and I am waiting on their response. I will follow up with them again and provide an update as soon as possible. 
  
  *********************************