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: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.

  ************* went down around noon Dec. 13th 2022. Now it is Dec. 28th and still down. I have reported it down something like ******************************************************************************* your neighborhood. Our technicians are working on the problem and hope to restore service soon. I ask for an estimated time of restoration of phone service and they would not say sometimes, but most of the time it was something like midnight the next day, or 2pm today, or 7pm today. I am getting tired of reporting this outage to them. It does no good. I have told them that this is not safe to deny a home landline service for this long. We were switched from Centurylink to Brightspeed sometime in Oct. 2022. We had no choice in the matter. This is a sorry company. I have read numerous other similar complaints in near by cities and towns.I wish something could be done to expose these sorry people and their irresponsible and careless attitude. They are despicable, and unprofessional. I have complained to them numerous times by text. And I have my text messages and their crummy replies stating the phone will be fixed in so many hours. I remember when it first went out on the 13th. they first said it would be midnight the next day. Then I called again, by my cell phone, and I was told it would be Friday 16th. Then they said it would be sometime Monday the 23rd. Still nothing, not even a dial tone. I tell them that this is not safe, and that when we were with Centurylink I don't ever remember being without phone service over 24 hours at a time. It was usually only a few hours. I think this complaint should be escalated to the government and exposed by the ** media. This is an irresponsible utility company. Since they are a utility company, we are not able to remedy the problem by switching utilities. I have checked this out and no other utility companies offer land line telephone served at my address.

  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:
  It does not address the imminent problem.  I thought it was crazy for them to say it would be under investigation until the end of Jan 2023.  They are stupid idiots.  No answer, no response, no concern.  What a sorry attitude for a telephone company to have for its customers.  I can tell they have been lying all along because every time I have reported this outage, probably over 10 times, they say technicians are out at work to fix this cable issue.  Often they do not give an estimate for when the phone service will be restored.  But every time they do, the telephone is still dead at that appointed time.  This is not safe, as our security system operates from the telephone line.  Also we are missing important calls from physicians and other essential professionals who use our home phone.  

  This is an awful company.  I am not the only one saying this.  I have looked at the ratings and customer reviews for Bright Speed, since out service has been down.  They have hundreds of complaints with 1 star, and most of them were posted in Nov. and Dec. 2022.  They are obviously incompetent, and unprepared to meet the needs of their customers.  I demand a real response.  That being 1. A formal apology for such careless treatment, 2. A refund for the loss of service beginning Dec 13, 2022 and continuing to this day.  3. A real explanation of the problem they are facing, and why it is taking so long to restore service.  4. A promise to treat customers honestly and with professionalism and answer their legitimate questions.  What a mess.  I think the one line blurb response is something like a placeholder.  They send a message, but did not address any of my questions or concerns.  It's hard for regular customers to understand how a company could be so cruel and careless with customers.
  

  Business Response

  Date: 01/17/2023

  Brightspeed apologizes for the response meeting the expectation of ********************. The service was listed for that period of time and the terminal and cables were destroyed due to lightning strike/fire. This was an extensive repair that required we excavate , replace and splice hundreds of pairs. These type of jobs are large jobs and require multiple technicians and contractors to assist and at times permits to dig. We apologize it took this long to have service repaired. This was an unexpected situation. We were advised the service was up and working  as of 1/9.  We spoke to the customer on 1/10 and the advised service was up and working as of 1/9 as well. We will work out best to improve our communications to customers and provide as much information available. As listed on the previous response  1 month service credit was issued for the time without service. Brightspeed sincerely apologizes for the frustration and inconvenience this situation caused. 
  
  **************
  Brightspeed
  

  Customer Answer

  Date: 01/17/2023

   
  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: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.

  On Dec 5th I paid my monthly $49 to Bright Speed for internet. For the entire month of December our internet service has been unreliable - two days ago my husband attempted to log onto our bright ************* but was told he needed to use our old Century Link credentials. When he attempted to log into century link he is told there was a problem which requires resetting password. When he attempted to reset password century link states the username he has had does not exist. When he called Bright Speed during business hours for help he was informed there was no one available to answer his call. We have no other internet provider in our area.

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

• 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.

  Internet provider has service interruption on December 22 at 3pm. They keep promising it will be fixed tomorrow or give me a time for the afternoon. It's now day 6 of these lies . They are claiming it will be fixed December 28 at 7pm. I bring up rebates and the promise " a small portion will be returned in a few months " I am demanding a bigger rebate than that. They are costing me all my streaming services cant be used at all along with out cell phone service data is now used up. They immediately end my chat when this is brought up. I have copies of the online chat dialog.

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

• Initial Complaint

  Date:12/27/2022

  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.

  This company took over my account from CenturyLink which my account was cancelled with CenturyLink at the end on August 2022 because I had gotten another service provider and also moved but bright speed continued to charge me I spoke with a supervisor from bright speed and she advised me I will still have to pay even though I had cancelled the service previously with CenturyLink and even though they can tell the service hadn't been used since mid August 2022 the supervisor claimed she couldn't tell if it been used or not which is a lie.I never received a letter letting me know that CenturyLink was switching my provider first off. Now on today 12/27/2022 I called and they now say my balance is $150.48 in which they have charged me a $20 late fee and the representative ***** ****** advise me the would keep charging me $20 every month until the balance is paid off I asked her to speak with a supervisor numerous times and she constantly refused a supervisor to me I advised her I was recording the call she advised me she was also recording the all in which I should have been advised in the beginning so not only was she rude but she also violated my rights as a consumer.

  Business Response

  Date: 12/28/2022

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 1/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 12/28/2022

   
  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:12/27/2022

  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.

  Our internet provider was Century Link which changed ownership to Brightspeed. Since the change we have not had internet service since the beginning of November, 2022. We have attempted to contact Brightspeed (on several occasions) about this matter and have been transferred to numerous departments and placed on hold for over 56 minutes and call disconnected. After attempting to call again & transferred numerous of times finally reached a live tech support only to be told we have an outage in out area, when in fact we have not had internet since November, 2022. We were informed the matter would be resolved by 6:00 p.m. Friday, December 23, 2022. The matter was not resolved and we attempted to contact them once again to only be placed on hold for over an hour and disconnected. We are still getting billed for this service in which we have not been provided and unable to resolve this matter via the web page, messenger or emails. There are several complaints about this company and the poor ****************** service. There's just no way to contact this company for any resolution.

  Business Response

  Date: 12/28/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 1/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

• Initial Complaint

  Date:12/27/2022

  Type:Delivery 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.

  On 12/24, an internet outage occurred. We reached out to the company customer service and were told it would be resolved by 5:30 pm on 12/24. It was not. We reached out again on 12/25, and were told that it would be restored by 12/26 by 10:30 am. It was still not restored by that time. We received another message stating that our internet service would be restored on 12/27 by 11:00 am. At 8:00 am on 12/27, we received another message stating that it would be restored by 6:00 pm. When we reached out to customer service to find out more information, they were unable to provide any additional updates or resolution to our problem. We were told they cannot help us.

  Business Response

  Date: 12/28/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 1/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 12/28/2022

   
  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:12/27/2022

  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.

  This is not the first time I have had issues with the company. I have been without wifi since 12/23. When I spoke to a customer service rep on 12/26, I was told there would be a tech at my house on 12/27. I then received a text message to the wrong phone number telling me a tech would be there on 1/3. I have spent hours on the phone at this point. I have been lied to regarding times/dates. There is always an excuse with this company even though they represent themselves to have great customer service. This is the only company currently available to provide internet to my area but then they are not committed to providing service to the area. I have missed work due to this. My children need to have wifi available for school. Very frustrated!

  Business Response

  Date: 12/28/2022

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 1/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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 was a Quantum Fiber customer starting May 2022. Upon Quantum Fiber/Century Link being bought by BrightSpeed I have had reoccurring billing issues. They have tried to take money then put it back then take money again. They have billed repeatedly for service. Their customer service representatives have stated one thing, i.e. extension for bill pay due to fraudulent charges made by BrightSpeed, only to turn around and shut off services until bill is paid. They are extorting their customers ever since the merger. They overcharge for the service then you cannot do anything even when you go through your bank to stop the charges or the charges get flagged as fraud and there is nothing the company is doing to right the issues. They want to quote terms and conditions to you after they have admitted fault and then say there is nothing that can be done since everything is done on an automatic system. Everything about BrightSpeed is fraudulent. From their "customer service" to their billing practices. I want a refund for 3 months of service when I have had to fight them because they have fraudulently billed and I have had to fight every month to have it fixed. The reason I have not switched companies is this one is one of the few that have the speeds I need since my husband and I both work from home. I was essentially extorted for payment this month when they made fraudulent charges causing my card to get locked and unable to use until later this week. 12/24/22

  Business Response

  Date: 12/28/2022

  Good afternoon,
   
  ******************* will be the Case Manager assigned to this issue with 1/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

  Customer Answer

  Date: 12/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is going to be accepted with the provision that an investigation, whether internal or otherwise, is to be conducted by a third party unbiased person(s), due to fraud being committed by this company.
  
  Thank you. 
  

• Initial Complaint

  Date:12/27/2022

  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 has been going out for the last half year multiple times. Outages lasting from 2-3 days . No prorated charges were given on my account or many others. The outage is always the same time of month. It is really impacting since we work from home and have no other ways to work.

  Business Response

  Date: 12/28/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 1/26/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed ***********************

• Initial Complaint

  Date:12/22/2022

  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.

  On December 9, 2022 I paid Brightspeed to have home internet. They said they would come out December 15th for installation. They didn't need me they just needed access to outside phone line. Found a note on my door that said he couldn't get in my gate. Ok fine. Reschedule for December 22. So today I'm waiting and end up on the app and see it says service installation on the 27th not 22nd like I was told. I contact them by message chat cause you can't get anyone on the phone. I was told sorry it's Rescheduled for the 27th but can't tell me who rescheduled it or why. This company is a joke.

  Business Response

  Date: 12/22/2022

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 1/20/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group