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:01/11/2023

  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 signed up for Brightspeed/CenturyLink internet service in December of 2022 upon closing on my house in ***** County, **. Brightspeed is thus far the only company that is allowed to provide internet service in this new development/neighborhood. I work remotely from home as a government employee and my work is vital to our embassies overseas. Having internet is essential to my employment. I was initially told that my internet would be installed and set up on 30 December 2022. The day prior to my appointment, my appointment was changed without my knowledge or consent to 6 January 2023. I was sent an email and was not contacted via phone with an explanation. On 6 January, no technician arrived to install my internet. I was not contacted or provided an explanation. I was then contacted on 7 January via email and informed a technician would arrive on 9 January. No technician arrived on 9 January and no explanation was given. I have not received any notification as of 10 January as to when a technician will arrive to install my internet. I am unable to perform routine work tasks and this has become an issue with my employer. Given that there is no alternative to Brightspeed, I am beholden to this less than stellar company to provide my internet and have received little to no personal communication from the company as to why they have not had someone to my place to install the internet and when I can reasonably expect to receive service. Attempts to contact them via phone are directed to an overseas call center, where my calls have been dropped or disconnected three times, and I am told that nothing can be done about my appointment dates. I asked to be contacted by management and have received nothing from anyone in a leadership position. I would like someone in a position of responsibility within the company to contact me and tell me how this situation will be remedied so that my work performance will not continue to suffer. I need a job so I can pay my Brightspeed bill.

  Business Response

  Date: 01/11/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/9/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/10/2023

  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 reported this same is*** in the past. Last Christmas 2021, and the problem still has not been resolved Christmas 2022. My parents' phone has been spotty service over the past year even though centurylink/Brightspeed has been out with repair teams and stuff the problem still has not been fixed. They say they don't know what the problem is but my parents have had phone service in the past 20 years so the problem is with Brightspeeds equipment. It is their problem to fix not my parents. My parents are elderly they have health is***s there is no cell phone service out there in their area. It is a dead zone for cell service. So if there is an emergency and their phone is not working their health is at risk. As I said this same is*** has been going on for over a year it has not been fixed my parents are still paying full price phone service, something they are not getting. Recently my father had to have surgery and was not able to contact doctors or their phone calls were dropped or the doctors phone calls to them were dropped and it was very difficult to get this procedure scheduled. This is a severe health is*** problem as I said my parents are elderly and have many health is***s and need their phone and do not get it, what else is there to do if they will not fix the service? It not like they have not had service in the past. If a health is*** occurs and my parents are injured because they cannot get phone service and be able to call ********* Services then it would be my responsibility to *** the person who is responsible for bodily harm, for them not being able to get that phone service. There is a repair ticket on this service but is now scheduled by February the 13th, that is at least 2 months with Spotty phone service why should they have to wait this long? Why is it taking this long? What other options do they have? They are at the phone companies mercy. What actions can they take?

  Business Response

  Date: 01/12/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 2/8/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/12/2023

   
  I am rejecting this response because:
  This is just saying who the case manager is, and the assumption that the problem will be solved by 2/8/23. I complained about this business 1 year ago for this same issue and let it go because they said they would take care of it. That didn't happen, so I'm not going to say ok until the issue is resolved and my parents phone service is working without problems or issues. I'm not letting them off the hook this time. 

  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 her complaint ************************* advised of chronic spotty phone service issues for her parents phone service.  She advised that these issues have been there for about two years.  The main concern here was due to her parents being elderly with health issues and not having cell phone service where they live, they needed reliable phone service. 
  
  Brightspeed regrets any inconvenience that *** have been experienced by the customers due to the service issues.  The complaint was filed and received here on January 9, 2023.  Once I received that actual account information and had a chance to review, I found that there was a repair dispatch set for February 15^th.  I reached out to our dispatch center looking for a sooner dispatch date as a courtesy.  We were able to have a technician out to review the service issues on January 16^th, but due to the issues found, the repairs were not completed until February 8^th.  Per the account notes, a permanent line that was found to be cut was repaired. 
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconveniences that *** have been experienced.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  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.

  After purchasing a new home, we were quick to find out Brightspeed was the only option for internet. I reached out and has a tech come out on November 2nd 2022. The tech stated a new line would need to be put down as original was damaged, its usually completed within 8 days. I prepared for the new line to be ran and did what was asked of which was run a line for inside the home so they could connect the new line to. Ive called multiple times a week since November 10th when the job was expected to be completed and still no internet. Ive been continuously told someone would reach out in **** days almost every time I call and have yet to receive one call. Weve lived in our new home for over 2 months with no internet and not even a step to get internet has been completed by Brightspeed. Worst experience Ive encountered with any kind of internet service.

  Business Response

  Date: 01/11/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 2/8/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  Bright speed Communications took over CenturyTel that I was a customer of for the past 30 years bright speed is a virtual company with no real human people their to rectify any problems a customer may have they run you around endlessly on their computer answering system if you try and contact them online you're talking to a virtual person who also does not address the problem I have spent the last 8 days trying to log in to my so-called account and have found it impossible as it will not accept my email address as my username or my password every time I have tried to call their technical support numbers I have been running around for Endless hours not being able to talk with a human being if I try to rectify this online I get a so-called virtual person that cannot resolve the issue they send me a bill to my email address for a total amount due that they will debit from my account with no breakdown of what the charge is for FYI the charge is wrong yet there is no way I can dispute this charge as I cannot speak with a human being in a billing department that actually exists the extreme stress this is cause me physically is incredible as I have multiple sclerosis there is no way to get phone service or internet service in my ZIP code without dealing with these virtual idiots at bright speed how can they charge me whatever they want and give me no way to dispute the charge I need your help I've read several reviews about bright speed all of which are negative 97% have the same issue not being able to access their accounts again help me and help everybody else this company should not be allowed to operate there are no documents I can upload

  Business Response

  Date: 01/12/2023

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 2/8/23 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 see bright speed has again given a bunch of Lies and double talk to answer my so-called complaint they have not yet given me any access to my account online they build me $92 and change last month with absolutely no explanation I can still not access any part of my account online I was supposed to be billed a total of $60 a month for internet service through CenturyLink where did $90 come from again no explanation or breakdown of the bill has been made available to me yet I'm expected to pay this? It's not right this case cannot be closed until it is rectified what the heck is going on with everybody can't a human being pick up on dang phone and call a person like myself and rectify a problem apparently there are no humans on the planet in any agency anymore only virtual assistants it's absolutely ridiculous that a customer can be treated this way with absolutely no repercussions on the service provider have a wonderful day as you've done nothing to help rectify the problem

  
  

  Business Response

  Date: 02/22/2023

  Hello *************,
  
  This response is in regard to the response rejection associated with complaint under BBB# ********.
  
  ******************** should have received an email notice from Brightspeed regarding the changes to the My CenturyLink portal being transitioned to My Brightspeed portal.  Instructions were provided in an email around 1/6/23 or 1/12/23 which advised the customer to request a reset passwordvia the link in the email.  This would enable his existing user ID to be registered with ******************* new portal and allow him to continue using his online account features on Brightspeeds portal as he used to do on his My CenturyLink portal.
  
  If ******************** cannot locate the reset password email, he can go to the following website with instructions on how to reset his password again to active the My Brightspeed portal.  This will enable him to see his bill online,make online payments, etc.
  
  The link he can go to for Account Support is *******************************************************************************************************************************************************************************************************************************************************************************************************************************************************;
  
  Once on this web page, he can select the About My Brightspeed option. This will then guide him on questions related to his new My Brightspeed portal.  This includes resetting his password for My Brightspeed account access, etc.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *******************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 02/23/2023

   
  I am rejecting this response because: I even trying to follow their instructions in that change password and portal Bowl it will not accept the information they use every excuse possible through their system saying the password and the username are incorrect they also are not giving me the connectivity discount that's supposed to be a total of $60 a month and they're charging me $90 a month this is unacceptable to me and out of my affordability for internet I was set up through CenturyLink I don't understand why everything was throwing out such as account number username password if they bought out CenturyLink then that information should have been transferred I was enrolled in their connectivity program through CenturyLink now why am I not getting that $30 discount on my bill they sent me an email with the total amount due no way to contact them whatsoever and talk with a human being it's absolutely ridiculous it seems as many other customers with brightspeed have the same issue they cannot access their online bill they were supposed to send me a paper bill which I don't know what real good that does if you can't contact a human being via a telephone you know what one of those are with a push buttons and the cord and the receiver I was set up through CenturyLink and everything was fine and I was being charged $60 a month through the connectivity program for phone service and internet now if everything was transferred to Bright speed why isn't it continuing I refuse to pay $90 a month with absolutely no explanation from a human being what this bill is about they need to contact me via phone if they expect me to continue as a customer with them otherwise they can terminate my service I will go without a phone the contact number they need to use is area code ************ and resolve this situation if not terminate my phone service
  
  

  Business Response

  Date: 03/07/2023

  Regarding ********************** issues with his My Account password, I have confirmed it was migrated to the Brightspeed domain.  Therefore, I have submitted a password reset myself which should be sent to his email on file.  The email address on file is also being used as the username for the online portal account.  The username associated with the account is an email address that ends with a number (0) before @gmail.com.  I have seen a chat communication where ******************** has omitted the 0 when providing the email address for the password reset previously.  I am hopeful he will be able to access the My Account portal this time.  If he is unsuccessful, he can do live online chat or contact **************** at ************** for further assistance.
  
  Regarding the $30 *** discount for his internet service, I have confirmed the discount is active on the account, as shown by his last 3 bill statements.  However, please keep in mind, the discount is added manually each month, it is not an automatic discount.  The internet charges must post on the account so the discount can be applied to them.  The $30 discount is usually added within 5 days of the billing cycle due date.  Therefore, when the bill is actually due, the amount owed is $30 less than the amount posted on the bill statement initially.  If the customer does not see the discount applied within 5 days before the bill due date, they can call the *** department at Brightspeed at **************.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/09/2023

  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 am paying for internet service at a speed of 3mbps of which I may get it sporadically but most of the time it is inconsistent and erratic as it drops out ( quits working) often. I have made numerous attempts to get Brightspeed to address the issues but have been given so many different stories as to what is going on as well as blaming me for the problems. This has gone on for about 2 years now, it started when the company was know as CenturyLink. All I want is what Im paying for. I have no alternatives since I live in a rural area and I feel like Brightspeed is just stealing my money and not providing the service we agreed upon.

  Business Response

  Date: 01/10/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  I ordered internet service and was charged $400 for the service. The service went out after one week and I was informed it would be two weeks to get someone out at a cost of $100. I canceled the service and went with another internet provider. Now they sent me a bill for $195. They could not provide a service and i feel their business practices are unfair to the consumer.

  Business Response

  Date: 01/10/2023

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 2/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/11/2023

   
  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:01/09/2023

  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 internet isn't working and Bright speed refuses to fix the problem

  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
  
  

  Business Response

  Date: 01/30/2023

  Good afternoon,
  There is an internet outage and is due on 2/7/2023.
  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:01/09/2023

  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.

  The business has shielded itself from the customers and does not deliver a product as advertised.I cannot get in touch with anyone at their corporate office to discuss and resolve.

  Business Response

  Date: 01/10/2023

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 2/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  Been faithful customers since 07/11/2014. There have been many times our internet would fail to work for whatever reason but we let it go because it eventually started up again. On or around 12/31/22 we lost access to WiFi, prompted that our password was incorrect, however we never changed it since '14. After many attempts to speak with someone via chat/phone, I was able to connect with rep on chat evening of Jan. 4. Went through multiple things, troubleshooting several hard resets for nothing. Green lights but no connection, it took a very long time, 56 minutes of repeatedly trying. Told to call following day. Jan. 5th- finally connected to Tech Support. The guy relentlesly tried over and over to reset the password. We did multiple hard resets, unhooked and then reconnected things OVER AND OVER. Felt like h*** and insane. Had a dog barking by him, I think he was juggling that too. It became so frustrating doing the same thing over and over to no avail that I asked him to send me to customer support, he ignored my request repeatedly, I literally began begging him to, He was ****** relentless and complacent for a long time. I was in tears and stunned, I hung up on him, then called right back, got a woman on the phone. She wanted to send me back to tech support, I refused explaining everything, she would not give it up to the point I asked for supervisor. Was told supervisor said tech support was my only option, point blank although I just went through h*** with it. She became very rude & catty. Hatefully told me supervisor was busy, I asked again, supervisor "agreed" to speak, I was mocked by them. Supervisor name is *************************, she ignored the transfer, VM was full, no call back. Out of desperation called today, Rep honored PROTECTION I'VE BEEN PAYING FOR, 96 MONTHS = $1,919!! Yet yesterday I spent hours begging for solution and protection helpI I was ignored and pushed over. Absolutely shocked, frustrated and in tears. Worst experience and 100% unacceptable.

  Business Response

  Date: 01/10/2023

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 2/4/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/16/2023

   
  I am rejecting this response because: I'm not sure that if accepting it means the matter is squashed, that is certainly not the case.... I'd also like to add that of all the years of service we were never offered or knew of an upgrade for our service. We went from garbage service to WiFi 6 after all of the chaos involved. 

   

  
  

  Business Response

  Date: 01/25/2023

  Thank you for your time and patience while the customer's complaint has been reviewed, investigated, and resolution offered.  The poor experience has been sent to be reviewed and any training/coaching or corrective action will be determined once fully reviewed.  The customer did have a leased router added to the account, which they thought was just a replacement for their previously purchased router in 2014.  It was explained that a purchased router only carries a 1 year warranty and that if a replacement was to be sent it would have had to be in the year after it was purchased.  Since the equipment was being replaced in 2022, the ************ would be to purchase a new router at $200 or to lease a router at 15.00.  It was determined in speaking to ****************** that she was not given an option and was just under the impression that the new router was to replace the existing router.  Once that information was provided by ******************, an offer was made to have the leased equipment removed and replaced with the purchased router and due to her poor experience the purchased router fee would be waived.  ****************** accepted the offer, but requested an additional $500.00 credit for her experience on the phone.  That request was immediately denied advising her that the full purchase fee of the equipment is being waived where otherwise she would have had to pay.  She still insisted that to satisfy her complaint she wanted an additional $500 credit.  She again was advised that she would not be getting that credit, only the credit for the router purchase price and any leased charges that had already been applied.
  
  The order has been placed and the leased router has been removed from the account and the purchased router has been added and the fee waived.  The charges for the leased router will be removed once the bill is available to view and adjust in the billing system.
  
  Please let me know if you have any questions or need further assistance.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:01/06/2023

  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.

  Ever since brightspeed has taken over CenturyLink we have been having internet issues. Very minor at first but now it's constantly dropping out causing us to put tickets in for service which can take the better part of 2 days. The problem is always on their side I've never had an issue in my home. This is happening almost weekly and causes a big problem for my wife who works from home and is forced to use pto when the internet isnt available.It would probably help if they ran the fiber which stops about a mile from our house but for some reason they won't. Recently fiber has been ran in our entire area except where we live. You would think since the government has thrown all this money into bringing high-speed internet to rural areas they would have ran it. We would upgrade the speed if we could but we're stuck at 1.5 mb/s nothing else is available in our area. If nothing else at least fix it so it's not constantly giving issues.

  Business Response

  Date: 01/06/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 2/4/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 01/09/2023

   
  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.