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:11/24/2022

  Type:Billing 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 June 2022, I moved out of my apartment residence in ********** **. Since then Ive been trying relentlessly to cancel my service. But due to CenturyLinks ongoing transition to *Brightspeed*, I have been unable to get in contact with anyone who can actually cancel my service. I started by trying to cancel on the website, and it says my account isnt eligible to cancel on the website, please call us. I then call the CenturyLink support number, and they transfer md to someone at Brightspeed. Once Im on the phone with Brightspeed, they usually have trouble finding my account u tik the realize I was a fiber cubstomer, so they transfer me to Quantum Fiber. Who even is quantum fiber???? Once Im on the phone with them I get told they cant find my account, so they encourage me to call CenturyLinks support number. Ive literally gone fill circle here on the telephone roundabout! Sure, I was a bit lazy cancelling the service after I moved, but this has gone on for MONTHS longer than it shoudl have. This loop has happened several times, and I cannot for the life of me get in contact with someone who will actually cancel my service. The operator always defers me to someone else, who never helps. *** even tried the online chat, but they always send me to call a number that leads to the same loop of Brightspeed, Century Link, etc., that ends up nowhere. Here I sit in November, *** moved to ****** and started a new job all the while my internet from ** is still accruing a bill each month because this company cant get its support system together enough to fulfill a simple cancellation request. Its has been MONTHS, and Ive resorted to complaining about it on BBB. I am furious, but at the same time, I get it. But that doesnt change the fact that I cant seem to get in touch with anyone at CL who can cancel my service. I want my service cancelled, and for my current bill to be nullified, as its only there because Ive been unable to reach CL to cancel service.

  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
  
  

  Customer Answer

  Date: 01/03/2023

   
  I am rejecting this response because: it simply states that someone was assigned to my matter, yes this moves us closer to resolution but I still have bills on my account for months that I was unable to cancel my service due to your transition from CenturyLink
  
  

  Business Response

  Date: 04/14/2023

  
  "On December 6, 2022, ******************** contacted Brightspeed **************** and requested to cancel service.  The customer stated he did attempt to contact ****************** and thought the service had been cancelled by his ex a couple months back.  The Agent submitted order to cancel service and sent the disclosures via text SMS message was sent to **************, per customer request. . The Agent applied credit in the amount of $97.38 and advised ******************** of the remaining balance to pay $296.72.  Customer was advised if payment if submitted prior to the December 2022 due date, a late fee will not apply.  The Agent advised that customer can make payments towards the balance until paid in full."  For additional questions,
  
  We apologize for any inconvenience experience.
  
  Thank you,
  
  Kandi 

• Initial Complaint

  Date:11/23/2022

  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 an internet outage at my house made an appt with brightspeed. They were to come on 11/22/22 between **** and **** got an email at **** saying a tech was working and saw him at **** turn around in driveway and go to telephone pole at my house with his bucket truck he checked the pole and drove away by ****. Got an email at **** saying work was completed. Talked to ****** in the chat at **** she said he could not get access to my house so he marked it complete. Rescheduled for 11/23/22. Lost a full day of work and he never came to house because they said problem was inside my house. Called talked to a lady she said at **** they will come by 3 pm no one showed ticket number *******. She stated a supervisor would call to talk to me about the problem no call. Called again talked to supervisor ***** he said someone will be there between 4-7 ticket number ******* at **** no one showed again. He said he will credit account for 5 days with no internet and 200 dollars because of the trouble. No credit on account. He cancelled appt for 11/23/22. Rescheduled appt for 11/24/22 online by myself because I need an appt. Called again on 11/24/22 talked to ***** to try to get someone to come out on 11/23/22. Replied to email asking about service with Im not satisfied no return call.

  Business Response

  Date: 11/23/2022

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 12/22/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/23/2022

  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 internet provider has had an outage for nearly a week.(11/17/2022-11/22/22) I work from home and need home internet to make a living. I have paid the bill in full and I have not had internet for nearly a week because Brightspeed said there is an outage. When I asked how long the outage may be in order for me to give a notice to my job they could not provide that for me. Not even a time frame. Also, they allegedly sent a tech out to my building to fix the problem so I took off work to wait for the tech during the hours the representative told me. When the tech didnt show up, I had to *********** speed. Brightspeed told me on the phone that the tech appointment was canceled because of the outage. BUT I WAS NOT CONTACTED ABOUT THE CANCELLATION. I wasted a lot of time. I didnt receive the internet I paid for, and I lost a weeks pay.Im not sure why Century Link turned into Brightspeed. Ive never experienced an outage with CenturyLink. Apparently there is an outage in *********** **, and ********, ** and the representatives have no idea what is being done about it or when there will be a solution. I would not recommend Brightspeed. Especially if youre a person who depends on home internet to make a living. They are not reliable.

  Business Response

  Date: 11/23/2022

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 12/22/22as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/22/2022

  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.

  My 85 yr old mother in law recently moved into an apartment complex that is limited to only Brightspeed. We ordered her internet service on 10/27/22. They took our money yet did not have our order. Therefore the install could not be done. We had to call several times before we finally got to someone that could help us & escalate the issue. Their online support could not even answer simple questions on how to get help with this during the whole process. Once internet was installed we could order her voice service. Voice was ordered on 11/10/22. Again they took our money but still do not have the order. There is no voice support line to call so it is extremely difficult to escalate any issues. I was able to speak with someone on 11/17 who said they have to figure out what went wrong with the order before they can ship the equipment out. This issue is still not resolved and we are are 12 days into the voice issue. They still have our $95 but refuse to ship the equipment. We have been trying to get everything set up for her for almost a month now. I can't imagine what an elderly person that does not have tech savvy family to help would even begin to do in a situation like this. We are at our **** end and need someone to help us.

  Business Response

  Date: 11/23/2022

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 12/21/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/28/2022

   
  I am rejecting this response because: This matter is still not resolved. We do not have the phone equipment needed to install the **** phone. 
  
  

• Initial Complaint

  Date:11/22/2022

  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.

  I had an unlimited internet data plan with Centurylink that transferred to Brightspeed this past year. I was told that my unlimited CenturyLink plan would transfer to Brightspeed without any changes to my plan. There have been many problems with internet outages and slow internet connections over the past 6 months. The only available service in my area is for 3mbps. Today, a Brightspeed representative told me that my service is being throttled because I do not have an unlimited plan. All of their plans are $50 unlimited data Up to 140 Mbps per their website on 11/21/2022- https://www.brightspeed.com/c/internet/However, when I complained today about excessive outages and slow speeds, I was told I did not have an unlimited plan with them and that I was being throttled and that I would need a new contract for an unlimited plan to avoid this in the future. When I asked for a copy of my plan showing a limited data plan with caps, they refused to provide me with one showing any data limits. According to Brightspeed's website, they do not offer any internet plans with data limits. They offered me a $15 per month discount for one year only. However, the $15 discount for one year is not good enough to address the large number of problems that we have had with outages and slow connections as well as only offering the 3mbps dismal internet speed.

  Business Response

  Date: 11/23/2022

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 12/21/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/22/2022

  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 placed an order for a Quantum fiber line through Quantum fiber. After I was told my centurylink acct was migrating to Quantum Fiber. Quantum Tech was supposed to arrive 10/10/2022 with Quantum fiber equipment and mesh wifi extenders. A brightspeed tech showed up in a Centurylink van saying that Quantum Fiber migrated to Brightspeed. When tech came, he had his supervisor come over and they made calls and did test and said I was not getting the speeds like I was supposed too. From 24Mbps to 693 Mbps and up and down. Not stable. After making their calls they tell me something is wrong on their side with a port or something and they had to submit a ticket to get that repaired. I've called numerous times since 10/10/2022. I'm told different things each time from I don't have an acct to my home is not a Quantum home to my wiring is cut inside my home (even after I tell them what the tech and his supervisor told me on 10/10/2022. Obsurd comments from representatives and every one of them have refused to let me speak with a supervisor. They get rude and argumentative. I'm currently on hold now with them as I am typing this. 2 hours and 47 minutes on hold to set up a repair. They are requiring me to have a tech come check my home. I was a centurylink customer from 10/2016 to present and always the same stuff. Techs come out, find nothing with my wiring and say it's on their side and leave. Nothing is ever fixed. The techs don't even know why they are here when they come. I want reimbursed for the services I've been paying for and not receiving. I want the internet fixed correctly. This current tech support lady said her name was Lovely and gave ***** as an employee ID # although those are probably fake. She again, like the others today, refused to get a supervisor told me to *** her and hung up. This is stealing people's money by a faulty service provider. Filing a FCC complaint and a complaint with the Alabama AG next. See attached phone records

  Business Response

  Date: 11/22/2022

  Good afternoon,
   
  ********************* will be the Case Manager assigned to this issue with 12/21/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/22/2022

  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 internet is fixed and running correctly no matter what they have to do to achieve this and bill credits for the services that's been paid for and not received.

  
  

  Thank you. 

  
  

• Initial Complaint

  Date:11/21/2022

  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.

  Whenever it rains or is bad weather, our phone line has so much static you cannot hear anyone on the other end and they cannot hear me. This is an ongoing problem - last 4 years and each time I complain, I am told it will be fixed. It is a known problem according to the technician but this company will not correct the problem permanently.

  Business Response

  Date: 11/21/2022

  Good morning,
   
  *************************** will be the Case Manager assigned to this issue with 12/20/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/21/2022

   
  I am rejecting this response because:
  It is unacceptable to be without service for 7 days and no resolution in sight.  There is a known problem with the switch and I have made probably over 20 complaints in the past several years.  I have also filed a complaint with the *** and will be sending a letter to my attorney.  I am also requesting copies of all items in my file which will show all of the dates and times I have called regarding lack of service to our residence.  I believe this is called a freedom of information request which this company is required by law to provide all of the information requested.  This will serve as proof for my lawyer.  I expect a refund for lost service and the stress of losing business due to no phone line and the fact my elderly parents cannot get in touch with me if there was an emergency and an in person apology.

• Initial Complaint

  Date:11/18/2022

  Type:Product 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.

  Returned modem for internet service to discontinue setting it up with them. I couldn't get it to work *** couldn't get help on phone or online so stated in comment to them that I don't want to use them for service. Yet I received a bill today

  Business Response

  Date: 11/21/2022

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 12/20/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/22/2022

   
  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:11/18/2022

  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.

  Within the last three weeks, I got notification that the company had upgraded their email system. Since that time, I have lost my contact list. I can't get to my contact list. I am getting a terrible amount of spam. I am receiving some emails. When I contacted the company, it's very difficult to get to a live person, the chat doesn't address the issues, and the open messages say that the issue has been forwarded to someone and they will get back in touch with me, but no one has contacted me. The chat is worthless. This is totally unacceptable customer service.

  Business Response

  Date: 11/21/2022

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 12/20/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/21/2022

   
  I am rejecting this response because:  I should not have to wait another month to have access to my e-mail contact list.  Brightspeed should be able to correct this problem they created quickly.  It has been going on for over a month.  Two months to correct this is unacceptable customer service from a major company.  I am frustrated that I don't have my e-mail contact list and because I continue to get multiple spam e-mails that started when Brightspeed/CenturyLink "upgraded" their e-mail system.  I am paying for internet service I am not getting.  This is NOT right.
  
  

• Initial Complaint

  Date:11/18/2022

  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.

  I have been a customer of ******************** for many years for internet service as well as email service. For the last 3 weeks, I cannot receive or send ANY emails!!! But worse, there is no one answering any calls!!! Apparently, Centurylink sold out to Brightspeed leaving ALL EMAIL SERVICE nonfunctional!!! Brightspeed denies ANY involvement and says Centurylink is still responsible for the email service!!! CANNOT FIND ANYONE TO RETRIEVE MY EMAILS or FIX MY EMAIL!!!!! Have spent days trying to reach a human!!! I am in the process of changing my email address totally and firing both Centurylink and Brightspeed but I need to retrieve those emails!!!!!

  Business Response

  Date: 11/21/2022

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 12/20/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/21/2022

   
  I am rejecting this response because:
  This is a non answer.  I wish to pursue this case!