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:01/02/2023

  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 been seeking internet connection since mid-September. I have spoken with so many people each person has a different solution. I have lost two days of work waiting at my home for someone to come connect the line. The box is on the exterior of my home and the line is hanging from the pole less than 50 feet from my home. We need internet to connect our cell phones for emergencies. We live in a rural area and there are no other options for us. I just want the connection made. They know we have on other choice but to connect with them so there is zero customer service.

  Business Response

  Date: 01/04/2023

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 2/1/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

• Initial Complaint

  Date:01/02/2023

  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.

  Since 11/28/22 Our company has been unable to reply to emails nor are we able to compose a message. We CAN receive emails. I have contacted BrightSpeed multiple times, including multiple phone numbers & have been given other numbers to call, other ways to reach out & not a single person is able to help me resolve the issue. When trying to compose a message, I receive the error 'The compose feature of your account has been disabled due to suspected spam activity. Contact support to reactivate this feature.' I have tried contacting BrightSpeed support, as well as CenturyLink Support & neither is able to help. I have also submitted over seven online help requests at ******************************************************* and multiple help requests at mail2world.net & haven't heard from anyone at either of these help centers. It has now been four days & counting without email at our business. BrightSpeed clearly states on their billing invoice that they 'understand that your telecommunication service is your lifeline to your business', however, they have done nothing to prove that true. We pay $212.10 for their 'services' each month; Services we cannot use. Email is just a part of the multiple phone line issues and internet connection issues we have each month as well. We spend more time without service that we do with it working properly.I reached out to BBB regarding BrightSpeed but have also been informed it could be CenturyLink's issue as they are the ones who handle the email side of things. I have yet to hear anything from either company in regard to the multiple requests for help that I have submitted. It has now been 2.5 weeks without working email. We have also had multiple phone line issues with CenturyLink for several ******************************* has been unable to fix these issues. Technicians have been sent for the phone lines but the issues still remain. Our business is unable to fully operate without working phone ************* & would like the issues resolved & refunded.

  Business Response

  Date: 01/04/2023

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 2/1/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 01/05/2023

   
  I am rejecting this response because: I have attempted to have this resolved multiple times and it has now been since 11/28/22. This is the first response from you. I will accept this once you have refunded my money since November. Very Dissatisfied with your company.

   

  
  

• Initial Complaint

  Date:12/30/2022

  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 was promised credits over a year ago for a bunch of issues we went through during our internet installation. Our first account was messed up beyond their ability to repair so we were given credits but the credits were given on the messed up account. Brightspeed has come up with countless excuses not to transfer the credits to our new account. This has been over a span longer than a year now. I have spent so many hours trying to get this resolved I feel at this point the credits aren't even enough to cover the dissatisfaction from this company. We live in a rural area and internet providers are limited and I feel because of this we are being taken advantage of. I am in the process of looking for a new provider and I feel a complete bill wipe is the only satisfactory outcome at this point. No person should have to go through this trouble and time to recieve something they were given by a company.

  Business Response

  Date: 01/04/2023

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 1/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 02/13/2023

   
  I am rejecting this response because:

  I believe there was not a thorough investigation into all the accounts under my name. The account with the credits is my first account that was subsequently close due to all the errors made by the company. That account number is *********. There you will find all the notes with credits and gift card information. The fact that this issue is STILL not resolved blows my mind. My current account is ********* which is where ********************* looked and did not find what the complaint is about because it is on my former account. Hence the reason I haven't been able to use them. 

         Thank you for your time

   

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

  
  
  

  Business Response

  Date: 02/14/2023

  Please be advised that Brightspeed has  reviewed all the accounts involved and stands by it's original reply. Unfortunately, documentation has not been located to support **************************** claim.

  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  

  
  Sincerely,
  
  *********************************
  Executive Office Case *********************************** ******************
  
  

• Initial Complaint

  Date:12/30/2022

  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 am a customer of ****************** internet services, prior to becoming their customer I was under ********************** service. My names Is *******************. address is ******************************************************************, my account number with ********************** is *********. My internet service stopped working on 12-22-22 around **** AM. I called brightspeed as soon as they opened to report this matter. I was told I had an outage in my area and the problem would be corrected shortly. I called again on 12-23-22 and was told the same thing, I informed customer service that my neighbors had service but my internet was not working. At that time I was provided with an order number for a new modem. The order number is K07483166, I was told I would receive my new modem NLT 12-29-29 at 9:00 PM. I did not receive my new modem. At this time I have been without service for more than 7 days. I am requesting 1/4 of my monthly service fee be refunded and my internet service be restored ASAP.

  Business Response

  Date: 01/04/2023

  Good morning,
   
  ************************* will be the Case Manager assigned to this issue with 1/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 01/05/2023

   
  I am rejecting this response because: At this point the response provided doesn't help my situation.  My service was out for more than 7 days, I had to use my cell phone data which increase my bill.  I'm requesting a forth of my monthly bill to be refunded from Brightspeed.

   

  
  

• Initial Complaint

  Date:12/30/2022

  Type:Sales and Advertising 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 had no internet service or home phone service since 12/23/2022 after contacting brightspeed and setting up 3 different appointments on the 3 different days there still has been no technician arrive to fix my service as stated. They have been no shows. After multiple calls and being transferred numerous times or even being disconnected I havent had any luck in restoring my services. And I cant seem to get any answers from anyone at Brightspeed about when or if my services will be fixed. I live in a valley with no cell reception and my home phone or the internet is my only connection with the outside world. Currently I cant even call 911 if needed and brightspeed seems to act like its no big deal. I dont see any resolution in sight and would just like to have my services working again.

  Business Response

  Date: 01/04/2023

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 1/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

• Initial Complaint

  Date:12/29/2022

  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.

  Bright ************* number ********* Bright speed phone# **************. I Bright speed business hours are m-f 8am-6pm I have not had internet since early October 2022. I have called them several times was end of Nov. 2022. They said they would send a technician out to fix problem on Dec.7 or Dec. 8 Confirmation number on ticket is ********* .No technician ever came to fix problem. When I called on Dec. 26 technical support said my modem was bad and they would over night me a new modem as my modem was still under warranty. Modem never came. Called technical support on Dec. 28th and they said modem would be shipped on Dec 30. What the heck is going on with this company. My children are home schooled and need the internet to get there work done. I also pay 75$ per month for a program for school that kids can't even use. I am so tired of this company but I have no other options for Internet provider in my area. Can you please help get this resolved? Was also told that I could only be credited for the last 30 days, company policy. I should be credited for the last 3-4 months of service. I was unable to contact bright speed earlier as I work roughly the same hours the there business hours

  Business Response

  Date: 01/03/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 1/27/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:12/29/2022

  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.

  In the summer of 2022 CenturyLink sold its internet services to QANTUM Fiber. In October 2022 I was notified that my Quantum Fiber account would be migrated to Brightspeed. They did not bill me in October, double billed me in November, and attempted to charge my credit card for $200 3 times in December for not returning CenturyLink equipment. I immediately returned the CenturyLink equipment **** Tracking: 1Z21V1A19024615756) which was delivered to Brightspeed on December 28, 2022. I decided to end my horrible service with Brightspeed (Account #*********) on December 29, 2022. I called **************** to end my service, get instructions on returning their equipment, and requesting a prorated refund. I was informed by the representative that I would not get any sort of refund because their system would not allow, their service is prepaid, and I needed to read their terms of agreement. I never agreed to their terms! I was migrated without choice. The only choice I had was to remain a customer at the time of migration. I do not think this if a fair business practice and feel as I have been robbed.

  Business Response

  Date: 01/03/2023

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 1/27/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:12/28/2022

  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 am working with a new business in my community that has not been able to get fiber optic service for which he's paid to Quantum Fiber to obtain Brightspeed service. Despite one of his businesses, a restaurant located within the same building as his office and store, being connected to fiber optic, Brightspeed has not extend the service to his business, which is the headquarters of the complex at this location. He has more than three open case numbers, has been given installation dates that come and go, and he recently was told his installation is awaiting approval by Brightspeed, and that the subcontracting installers are working in another area and could not be pulled away to install his service. This is unacceptable especially given the importance of this business to local and state tourism, and for increased revenue his business would provide to this generally impoverished area. Is there a better way to articulate why this man, *******************, or his business, *****'s ******* has been denied service despite a promise given when he prepaid in October. It's now almost New Year's and he risks missing critical deadlines for marketing, booking, and sales opportunities.

  Business Response

  Date: 12/30/2022

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 1/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 01/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory. In addition, shortly after filing the complaint on behalf of my client, Brightspeed responded and arrived within a day to install the fiber optic cable. It is working well, and I and this business, owner and his customers are grateful.
  
  Thank you. 
  

• Initial Complaint

  Date:12/28/2022

  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.

  Brightspeed took over from Century link. **************** goes out (three times in three days). When it's on it is under 4 msp. **************** is useless, if you are lucky enough not to be hung up on. I live alone in an area where the only landline line company is BRIGHTSPEED. It ***** to be put out of business. There are DAILY complaints. We deserve better.

  Business Response

  Date: 12/30/2022

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 1/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 12/30/2022

  You ask me to wait for a month to deal with this?  I cannot work or zoom with your unbelievably bad service.  I attach the speed testsd from the last few days.  ONLY ONCE did I get the speed I paid for...  This is truly unacceptable!

   

   

   

   

  Date ConnType ConnDetails Lat Lon Download DownloadBytes Upload UploadBytes Latency ServerName InternalIp ExternalIp Is SpeedTest VPN
  2022-12-29 22:53 Wi-Fi SSID: Jennys Network ********* ********** 618 ****** 245 ***** ****************** 192.168.68.103 71.219.39.65 No
  2022-12-29 22:24 Wi-Fi SSID: Jennys Network ********* ********** 485 ****** 284 ****** **************************************** 192.168.68.103 71.219.39.65 No
  2022-12-29 17:35 Wi-Fi SSID: Jennys Network ********* ********** 614 ****** 304 ****** ***************************************** 192.168.68.103 71.219.39.65 No
  2022-12-29 08:03 Wi-Fi SSID: Jennys Network ********* ********** **** ******* 654 ****** 41 ***************, ** 192.168.68.103 71.219.39.65 No
  2022-12-28 21:15 Wi-Fi SSID: Jennys Network ********* ********** **** ******* 664 ****** **************************************** 192.168.68.103 71.219.39.65 No
  2022-12-28 20:00 Wi-Fi SSID: Jennys Network ********* ********** **** ******* 614 ****** **************************************** 192.168.68.103 71.219.39.65 No
  2022-12-28 18:03 Wi-Fi SSID: Jennys Network ********* ********** ***** ******** 670 ****** 37 ***************, ** 192.168.68.103 71.219.39.65 No
  2022-12-28 16:26 Wi-Fi SSID: Jennys Network ********* ********** **** ******* 417 ****** **************************************** 192.168.68.103 71.219.39.65 No
  2022-12-28 14:55 Wi-Fi SSID: Jennys Network ********* ********** **** ******* 676 ****** **************************************** 192.168.68.103 71.219.39.65 No
  2022-12-28 14:38 Wi-Fi SSID: Jennys Network ********* ********** **** ******* 402 ****** ***************************************** 192.168.68.103 71.219.39.65 No
  2022-12-28 14:02 Wi-Fi SSID: Jennys Network ********* ********** **** ******* 299 ****** 40 ***************, ** 192.168.68.103 71.219.39.65 No
  

   

   

  Business Response

  Date: 04/19/2023

  
  The original customer complaint and complaint summary documenting the resolution for ********************* are included for your review.
  
  Case Manager Name: ***************************
  Case Number: 52177533
  BTN/BAN: 309451906
  Internet Technology: Copper
  Date Received: 12/28/2022
  Date Resolved: 1/24/2023
  Service Address: ******************************************************************
  
  Primary Complaint: Claims
  Sub Complaint: Other
  Other: disputing previous decision on case
  Resolution: Customer Disc/Switched Provider
  Root Cause: Network Issues
  
  Secondary Complaint: Repair - All Others
  Sub Complaint # 2: Chronic Problems
  
  Complaint Summary:
  Issue: The *** received a complaint from the BBB on behalf of ******************* regarding the internet service and the drops in the service. The case was received on 12/28/22.
  
  Findings/Resolution: When the case was received the account was reviewed and found that the customer already had a repair ticket that had been placed the same day with a scheduled due date of 1/3/23. The account also found that the customer ported out their main number in the middle of December and that the order to convert the account to PBB was not correct and had to be cancelled and re-issued. This would have caused the customer's service to be *************************** until that order corrected the issue and had the service turned back on. Based on the dates the service was out for 6 days. However upon further investigation it was the port out order that had errors and had to be rekeyed, still resulting in the customer's internet service not working properly.
  
  The account was monitored for the repair ticket to completed. On 1/3/23 the ticket completed and the tech noted that the cause of the issues were the age of the lines and that permanent repairs were made in order to restore the customer's service back to working properly. However, on 1/4/23 a new ticket was entered for service issues and scheduled for 1/12/23. The ticket was again monitored by *** and upon completion the tech noted that the service was wired incorrectly and had to be switched to a new cable pair. The tech noted that it was a 3rd party contractor that made the error, but it was corrected and the customer's service was again restored to working properly. On 1/17/23 the customer called in to customer support and just requested to have the internet service disconnected and to leave a landline phone in the home. The order was placed and is scheduled to complete on 1/24/23. The customer reached back out to the ******************** on 1/10/23 stating that they didn't agree with the decision that had been made, when no decision had been made at that point. The customer was issued a ***** one-time credit for the service issues.
  
  Please let me know if you have any questions.
  
  Thank you,
  
  ***************************

• Initial Complaint

  Date:12/28/2022

  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 ordered service on November 11th 2022 and have been put put 3 different times till today 12/28/2022 when they cancelled my service order and when I called they turned around and reschuled it for Feb. 16th. I have been put off and out off and the only internet that I can get without ordering internet that is a hot spot that is going to cost me alot more. I am on disability and can't afford that service. The only way I could get service is to have have brightspeed let the other company that can provide me service and it be fiber instead of broadband take over the accounts in the area of where I am. We live in a privately owned lake and can't get internet through anyone but them at this point because of tower locations and our location. Can you please help me get resolution in this and help me be able to get internet because this is wrong when you are unable to get internet on a fixed income.

  Business Response

  Date: 12/30/2022

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 1/28/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 12/30/2022

   
  I am rejecting this response because:
  I have heard this over and over every time that they have to cancel my order for service and it just keeps getting pushed out. Like I said in initial compliant I have been waiting since November for internet and still do not have it through this company. I ave tried to be patient and have worked well with one of the Account resolution agents but can't get back to her even when I specifically ask for her. All I am asking for an I believe it is fair is to have internet where they claim to be able to provide it for me.
  

  Business Response

  Date: 01/25/2023

  
  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 placed an order on 1/11/2022.  The order has been canceled.  Brightspeed does not offer internet to the address. 
  
  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: 01/25/2023

   
  I am rejecting this response because:
  They do service the address that I am at and I have emails of welcoming me to the company and also right now have two Bright speed Modems in my living room ready to be sent back to them, because I know that if I would call them they would just send out another and I will end up returning it as they are not going to fulfill what they say. and The order placed on the 11th was cancelled but another one was placed the day it was cancelled and then when that one was cancelled another one was placed. Only on the second one did I find out the issues after talking to about a dozen customer serve reps on the second call did I get a customer account resolution specialist and she was going to check back on the day after it was to be installed (December 28th was install date) and then escalate it to higher **** I have attached the orders and cancellation on the accounts that I have the order on 11/1 was cancelled to go from prepaid to post paid account but it was only a few days between placing it and the canclation that I did it or so I think. The documentation is there.
  

  
  And this is why I am wondering why they are saying that they don't provide service here when the man across the street and several other CentryLink/Brightspeed modems pop on when I go to WIFI available.

  Thank you ************************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 04/14/2023

  Brightspeed acknowledges the complainants concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  According to the field supervisor. The internet was not offer to the address when the complaint was closed.  However, per the field supervisor Brightspeed as placed equipment in the area so the address should be able to have the internet. 
  
  The customer needs to place an order.
  
  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, 
                                                                               
  ***********************