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:12/13/2022

  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.

  Brightspeed purchased Century Link a few months ago without any notice to their customers. Now they are unable to provide service to the **************** area. **************** have no answers and are actually lying to consumers because they have no clue on how to resolve the issue. I cant get my complaint escalated because there aren't any supervisors available. The website that ran the CenturyLink modems arent on line but Brightspeed customer service reps are promising to send technicians, however, it'll be two weeks away. The problem is within their company, not outside my apartment building. I am paying for a service I'm not receiving with a slim possibility of having wifi again in ************. CenturyLink was the only provider. Why does the *** keep allowing these mergers. I feel that Brightspeed is not an ******** company but a *************** fraudulently based in **************.

  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
  
  

• Initial Complaint

  Date:12/12/2022

  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 got Brightspeed speed internet on 12/4/2022. The technician left a voicemail to call him because he didnt have the appointment number. When I called the number it says welcome to ******* Fiber. The automated system at Brightspeed doesnt recognize my phone number so I cant get any one on the line. When ******** message Brightspeed they say to call Quantum Fiber. I called them and they sent a second technician out today 12/09/22. He never showed again. I called QF and they said the building isnt set up for Fiber. Hes gonna look into and call me next week. Brightspeed bought QF out but QF never had any territory in ******** and they dont have business license in this state.

  Business Response

  Date: 12/12/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 1/10/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:12/09/2022

  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.

  My Stepdad is 93 years old, lives by himself, is on oxygen and is a fall risk. His phone service that was provided by CenturyLink and is now provided by Brightspeed went out 5 Dec. 2022 and has been out since. His phone is his only means for us to check up on him. I contacted Brightspeed on his behalf on 7 Dec. 2022 and talked to a **************** Representative and after 1 1/2 hours she was able to get me an expedited repair order in for the 8th of Dec. 2022. As soon as i got off the phone with her i recieved a text message confirming the appointment for the 7th between 8 am and 5 pm. I confirmed the appointment via text message and recieved a text at 7:45 am on the 8th stating repairman would be there between 11:25 and 3:25 pm. At 2:11 pm i recieved a text saying that appointment was rescheduled to 12/13 . Then recieved another text 1 minute later confirming appointment 12/8, then 9 minutes later it was moved to 12/13 again. I contacted representative via chat and they told me it could be as late as 12/24 ?? due to no technicians servicing the area? This is totally unsatisfactory customer service especially when i explained the circumstance for my needing an expedited repair done on his phone line. There have been problems with phone lines in his area before and it's very hard to not be able to get hold of a loved one that lives 100 miles away. This issue needs to be solved immediatly

  Business Response

  Date: 12/09/2022

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 1/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  
  
  

  Customer Answer

  Date: 12/12/2022

   
  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. 

  Stepdads phone was repaired today. Thank you for the intervention. After 9 hours of chatting with Brightspeed which is ridiculous I finally got some satisfaction. 

  
  

• Initial Complaint

  Date:12/09/2022

  Type:Order 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 paid my bill on time. The next month, I got a bill for double the amount and an additional late charge. I am paying by check and can show the date that it was paid and when it cleared. I can provide it to the BBB. This happens every month and my bill is increasing. I'm not going to pay it.

  Business Response

  Date: 12/09/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 1/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:12/09/2022

  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.

  We moved into our house August 24, 2022. The previous owners left their CenturyLink modem, which lists the wifi network and password. We called CenturyLink numerous times to get the internet in our name so the service does not cut off when the previous owners stop paying the bill. Sometimes when wed call, we were told were only eligible for Brightspeed (a CenturyLink company), then when contacting Brightspeed, we were told were only eligible for Quantum (another CenturyLink company); other times we were told they cant find our address or dont service the area, which isnt possible considering we are currently using CenturyLink internet. Without going into detail about the no-less-than-ten calls made to them between my boyfriend and me, they would forward the call to other people, who said they put a ticket or an order in and it would be a couple of days. When we would call back to inquire about the ticket or order, we kept finding out nothing was actually done. This happened multiple times with different people. The final time I called, November 30, 2022, the person on the phone gave the impression that I should just f off. He kept insisting my address wasnt coming up and they dont service the area. I am using their internet now. Obviously they do. He said only Spectrum and *************** the area, both of which I have checked with and have said that they dont. I, like many other people now, work from home and need the internet to do my job. CenturyLink is, unfortunately, my only option. Once the internet is turned off from the bill not being paid (a bill I am trying to pay), I will be stuck with using my cellular dataan option others who are being treated the same way may not have. What are people who cant afford unlimited cellular data supposed to do in this situation? What if they work from home or have kids or college students who need access to the internet for school? CenturyLink and their associated companies have no right to be doing business.

  Business Response

  Date: 12/09/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 1/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/12/2022

   
  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:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  centurylink will not help me get my email back on my internet .

  Business Response

  Date: 12/09/2022

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 1/7/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:12/08/2022

  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 have been regularly overcharged by this company since they were CenturyLink and I first began service. Beginning with a faulty installation over a year ago, down to the present, they have overcharged me every month, including adding late fees even when my bill isnt late. I have over 300 in late fees because of this. My bill is paid ** in full, and they still send me the wrong bill every month. I cannot get help with this.

  Business Response

  Date: 12/09/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 1/6/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/09/2022

   
  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, as long as the matter is resolved satisfactorily. 
  
  Thank you. 
  

  Customer Answer

  Date: 01/10/2023

  I am rejecting this response because: You closed the case as resolved, when it is NOT. No one has contacted me from Brightspeed regarding this, and my bill remains just as messed up as ever. 

  This person below never contacted me, and my new bill is the same as it ever was, with no rectification whatsoever. Please help me with this. 

  
  
  

  Business Response

  Date: 01/20/2023

  I am waiting on the account to be corrected .  The customer billing needs to be corrected.  I am also going to issue credit to the account. 

  Customer Answer

  Date: 01/20/2023

   
  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. 
  

  communication from Brightspeed would be nice as well 

  
  

• Initial Complaint

  Date:12/08/2022

  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.

  Brightspeed recently bought Centurylink's internet business. Since the buyout internet reliability has suffered greatly. The internet reliability was acceptable when it was Centurylink and the monthly fee was $50. I suspect that Brightspeed is intentionally and randomly reducing internet speeds in an attempt to lure existing customers into a "more reliable" service for a more expensive monthly fee.

  Business Response

  Date: 12/08/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 1/6/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 12/08/2022

   
  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:12/08/2022

  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.

  Brightspeed bought out Century Link which I have had since the late 90's. I have paid bill pay at ******* for many years. I was told by the time this month they would have their bill pay fixed at ******** They lied. This company is almost impossible to communicate with unless you want a chat bot. It takes hours to get though to a human being on chat. Phone calls don't work and they don't answer emails. Paying a bill is a nightmare and no confirmation emails. So you have no idea its actually paid. Chat bot says but it doesn't come off my card. I am looking at satellite internet due to this appalling customer service. I work in customer service and we have phone calls, chat with a human being, email,and ********* All I want to do is pay my bill and get proof I paid. It takes about 2 minutes with bill pay at *******. Worst customer service ever. I need communication with a human or my business will go elsewhere.

  Business Response

  Date: 12/08/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 1/6/23 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:12/06/2022

  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.

  My account number is *********. This is a long distance carrier. I moved in the middle of July and this number has been disconnected since then. My fault for not calling immediately however when I received the bill in August, I called to cancel the service and paid the bill. I also paid the next one as I wasn't sure what the billing cycle was. The one after that, I wrote a note and didn't pay reminding that the account was cancelled. I received yet another bill now due December 5 for $30.22. I have called on multiple times. They are either closed or this morning I was hung up on by **** after waiting on hold. He quickly said something so fast, I have no idea what it was. I was giving him my name and account. The only part I caught was thank you for choosing century link. I am not paying the current bill and want to confirm that they have in fact cancelled my service.

  Business Response

  Date: 11/29/2022

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  CenturyLink does not offer mass market consumer phone service at the address listed in this complaint. The account number listed is not a a **********************/********************** account number. If as it appears, this is for third party billed long distance or some other entity, the complainant will need to contact their service provider. The provider is our customer in this scenario, not the complainant. The carrier will then contact the correct persons to facilitate any request that provider might have on behalf of the complainant. CenturyLink would not have access to any of the biling or account information or orders at the retail level. All such submissions would be handled through the CenturyLink wholesale department associated with the assisting the Incumbent Local Exchange Carrier (the complainant phone service provider).
  
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18446368
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  the bill is from them. I can send it to you. I have no idea what this third party refers to. If there is a third party they were instructed to be involved by ****** link not me. I would have no idea who to contact as they are the only company listed. I have always made checks out to them alone. They need to explain. 

  Business Response

  Date: 04/17/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************. In her complaint ************** states she had canceled her Long-Distance only account back in July of 2022 and was still getting invoices. I have resolved this with the customer and communicated the resolution via email. ************** had a long-distance only account with CenturyLink. I have confirmed that the service was fully disconnected on 8/25/22. CenturyLink is crediting the remaining balance from $30.22 to $0. The account is fully disconnected and does not have a balance owed.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/18/2023

   
  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.