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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Providers.

Complaints

Customer Complaints Summary

  • 2,689 total complaints in the last 3 years.
  • 1,242 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 Dec 2022 at 601 PM EST, I contacted Century Link/ Bright Speed about my modem not sending Wi-Fi. I stayed on the phone for over an hour and the tech then stated that she was making notations and that I need to call costumer service in the morning. At 701 AM EST, I contacted Century Link/ Bright Speed Via online chat. I asked the agent if any notes were left on my account, the agent stated no. The agent then stated that I need to contact them back when I get home. Before I could ask anything else the agent then abruptly ended the conversation and removed me from the chat. Century Link can change their name but their service remains the same.

    Business Response

    Date: 12/16/2022

    *********************** will be the Case Manager assigned for research and resolution by January 14th 2023.

    Customer Answer

    Date: 12/19/2022

     
    I am rejecting this response because: All they answered is the speed of the modem. Even that they still only answered a small portion. Still no answer on the modem or service from both tech I had an interaction with. Apparently century link or bright speed now does not care enough about their consumer. 

  • Initial Complaint

    Date:12/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 was turn off Friday Dec 9th. Called about issue was told didnt have an account since September 2021. Was told to create a new order pay the 65 dollars for internet. Given an email verification of December 12 12pm as installation date for services in my house that already has their company fiber. Today December 12 check to see my installation date was moved to the 14. Called and was hang up on 2, ask to speak to a manager said I cant, neither a supervisor. Was told their systems is all the same and they wont come out today even though it was promise and proof of it. Told them Friday I work from home and also had their internet before their merge happen. I need my internet turn on and now other request for dealing with unprofessional employees.

    Business Response

    Date: 12/16/2022

    ******************* will be the Case Manager assigned for research and resolution by January 14th 2023.

  • Initial Complaint

    Date:12/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 complaining to them my service does not work right Always having problems. They always give an excuse they say not guaranteed service nothin is. I have a wire box in front of my place that has been broken and bitten and I ask them to fix it they said they did but they didnt they always lie I want my Wi-Fi to be working right it ***** no service I call and complain every day but nothing please help me thanks

    Business Response

    Date: 12/16/2022

    *********************** will be the Case Manager assigned for research and resolution by January 14th 2023.

  • Initial Complaint

    Date:12/16/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 CenturyLink fiber customer. In 2022, ********************** migrated to Bright speed. I was asked to make no changes, the account would remain active and service would continue with Bright speed. I have internet performance problems for several months. I try to contact for support and I do not receive help. Calls disconnected, endless cycle through touchtone, chat function online routes to call. I even filed a complaint through a supervisor chat within the past month. No follow up or technical support. I have transcripts showing. I have email for ticket complaints. I lost my internet again last night. I tried to call number. Touch tone, tech support 8 minutes of dead air on connection, no person talking and call ends. This is my experience. I'm not even sure I can reasonably reach a person to cancel my service. My account seems to be stuck between providers and I receive no support. Acct. *********

    Business Response

    Date: 12/16/2022

    *********************** will be the Case Manager assigned for research and resolution by January 14th 2023.

    Customer Answer

    Date: 12/19/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and see case manager is assigned. I will await further information.

    Thank you. 

    Customer Answer

    Date: 01/18/2023

     
    I am rejecting this response because:

     

    I do not think my issue is resolved. I would like a follow-up with Case manager *********************** to close my account if that is Brightspeed's response regarding my internet service. 

    My internet service has been inferior and my attempts to resolve are insufficient. I have tried already to call myself to cancel the service through their customer service number and was hung up on by the representative without following up no less than eight times. I would like ***** to facilitate closing my account to prevent further mishandling through their customer service facility. I think this is the only satisfactory way to resolve this issue.

    Kind regards,

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

     


    Business Response

    Date: 01/27/2023

    If the customer wants to cancel the service, she will need to contact **************** at ************** to ************************* the service.

    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:12/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 Brightspeed acquired CenturyLink, internet service has gone bad. I've emailed Brightspeed regarding this and they said they were looking into it. Today, I received a text with a day, time, and repair order number for a tech to come out. The person I've been emailing with, I emailed regarding this, and they replied they had no repair orders for me, a blatant lied. I emailed back this information with a screenshot of text and did not receive a reply. Since October when acquisition occurred, I've had very *************** yet still pay $55.54 a month. I deman my money back for these months and free service until repairs are fixed. Based on reports made here and NUMEROUS community members in my town, it is HIGHLY UNLIKELY a repair tech will show up at my home. They should be put out of business and give people their money back.

    Business Response

    Date: 01/17/2023

         The customer notified ****************** on **/30/2022 that they had poor working service.

         Ticket number ******* was opened on 11/30/2022 at 5:01 PM with a due date of 12/07/2022 for the repair visit.

         Customer cancelled the ticket before the repair date and no further tickets were placed by the customer.

         The customer *************************** the service on 12/23/2022.

    Thank You,


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

  • Initial Complaint

    Date:12/16/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 recently took over CenturyLink accounts and service. Both are horrible. My service went out yesterday, and the rep I spoke with couldn't discover or solve the problem over the phone. He scheduled a repair appointment for today from 8am to 5pm and said I had to be here in case the tech had to come inside, so I had to take a day off work at the last minute. Then I heard nothing all day from Brightspeed or the tech. When I tried to call, there was no way to get to a live person. The only option was to text with a rep who had no idea what was going on. I did this 3 different times, and every time was told to just wait, the arrival time was actually allowed to go until 7pm (nobody had ever told me that), and the tech would be here. When nobody was here by 7 I went through that whole process again, only able to text, and was AGAIN told the tech would be here. How late am I supposed to stay up waiting?? All night?? It's 10 days before Christmas and there are MANY other things I need to be doing, but I'm hostage in my home! I'm LIVID that I wasted all day, took off work for nothing, nobody showed up, nobody at Brightspeed will give me a straight answer, I still don't have internet service, and still have no idea what's going on. The rep texting actually thanked me for choosing Brightspeed. I didn't have a choice! If I did, I'd definitely be switching! There's nobody else in my area, so I'm stuck with mediocre service when it actually works, and terrible customer service when it doesn't.

    Business Response

    Date: 12/16/2022

    *************************** will be the Case Manager assigned for research and resolution by January 14th 2023.

    Customer Answer

    Date: 12/19/2022

     
    I am rejecting this response because: all they did was delay any REAL response until mid-January. This is not an actual resolution. 

    I will say that a repair tech did show up for today's appointment and was VERY nice. He discovered the problem was with the modem and he provided a new one. This is the THIRD time the modem has had to be replaced in the past year! That's ridiculous. 

    I expect my next bill to reflect a significant credit for the 5 days I was without service, as well as the terrible customer service and delays. I would also still like an explanation as to why the first 2 appointments were no shows.


    Business Response

    Date: 01/13/2023

    Complaint Summary:
    Issue: The Customer advocacy Group (CAG) received a complaint from the BBB on behalf of ************************* regarding internet service issues. The case was receive don *************
    Findings/Resolution: When the case was first received, the account was reviewed and found that a trouble ticket had been entered on 12/14/22 with a scheduled due date of 12/19/22. On 12/19/22 the technician was dispatched to the property and found that the equipment was worn/defective and had to be replaced. The replacement was completed and the services were restored. There were no other reports that the service did not work properly, however the customer submitted a 2nd complaint to the ******************** stating that they didn't agree with the company's position and requested credit for the out of service time.

    First, the company had not closed the case and no final decision on credits had been made. Second, at the time the complaint was received the CAG agent assigned was out of the office and following worked on a limited holiday schedule. On 1/3/23 the customer called in to have the services *************************** and the order was placed and completed the same day. The customer has been issued the *** credit of ***** and an out-of-service credit for ***** to cover the 5 days that the service did not work. No other action taken at this time.

    Please let me know if you have any questions.

    Thank you,

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

    Customer Answer

    Date: 01/14/2023

     
    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:12/15/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We are paying for high speed internet service and we get poor to no service at times. We have made appointments for repair services and no one shows up no call for rescheduling or any thing

    Business Response

    Date: 12/15/2022

    Good afternoon,
     
    ********************* will be the Case Manager assigned to this issue with 1/13/23 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

    Customer Answer

    Date: 12/18/2022

     
    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:12/15/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Constant internet outages. Have to jump through hoops to speak to an actual person.

    Business Response

    Date: 12/15/2022

    Good afternoon,
     
    ******************* will be the Case Manager assigned to this issue with 1/13/23 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

  • Initial Complaint

    Date:12/14/2022

    Type:Billing Issues
    Status:
    Answered
    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 continue to receive different taxes and fees on my bill from bright speed which bought out Century link in October. I have contacted customer support regarding billing questions and I am not getting answers regarding theses taxes and fees.

    Business Response

    Date: 12/15/2022

    Good afternoon,
     
    ********************* will be the Case Manager assigned to this issue with 1/12/23 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

  • Initial Complaint

    Date:12/13/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Centurylink turned ** over to Brightspeed since 12/7 and have not had phone service since then . The whole area is out. Said they would come next day. No show. We really dont have reliable cell phone out here, so we need phone service. We are very rural. We have many health problems so we need phone service. Many elderly out here. Had a friend call, dont have anything on this area being without service. Now what?

    Business Response

    Date: 12/14/2022

    Good morning,
     
    *********************** will be the Case Manager assigned to this issue with 1/11/23 as the completion date for research and resolution.
     
    Thank you,

    Brightspeed Customer Advocacy Group

    Customer Answer

    Date: 12/14/2022

     
    I am rejecting this response because: nobody has called to explain anything, are we getting credit for being without a phone for a week? Is this going to keep happening?

Brightspeed is NOT a BBB Accredited Business.

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