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:11/18/2022

  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.

  We are a 98 year old business in ************. Our phones are provided by Mediacom Business. For over a week we have been unable to receive calls from any one with **** or Centurylink/Brightspeed phone service! We have been told that this is a known issue involving a switch located in Pllymouth, IN and owned/operated by Brightspeed. When we receive a call from anyone with Brightspeed or **** service, we can hear them but they can't hear us! This occurs several times per day and is beyond frustrating!! We have been using the *69 feature to call these customers back as many of them try over and over again to get through and they are left wondering if we are still in business! We have been told on two different days in the last week that Brightspeed is aware of the problem but has not fixed the issue with their switch. I don't know how this is even legal.

  Business Response

  Date: 11/18/2022

  Good afternoon,
   
  *********************** will be the Case Manager assigned to this issue with 12/17/22 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 issue involves many local businesses in our area not being able to receive phone calls from their customers or At&T customers.  Having a response in almost a month is not helpful.  We will lose business due to this issue.
  
  

• Initial Complaint

  Date:11/17/2022

  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.

  Had internet service with Brightspeed, migrated from CenturyLink. The internet was constantly unusable for the last 3 months or so with them and was not great even before then, maybe hsd service around 5-6 months total. After 15+ calls and more than 5 tech repairs it became clear to me they had no desire to provide me with usable internet service. It cost me more than twice what they charge to keep internet at my house, which is in a rural location, as I had to buy mobile hotspot data since I needed internet to do my banking and other business. I tried to speak to a supervisor several times to no avail, and I filed a customer complaint with them, which only seemed to make things worse. I have reported these people for fraud. Needless to say, I have found a different provider. I wish I could recuperate all the time and money I wasted with this company... But I certainly will not be paying whatever bill they are attempting to collect from me.Thankyou.

  Business Response

  Date: 11/18/2022

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 12/16/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/21/2022

   
  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:11/17/2022

  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.

  Our home phone (the only phone we have) landline went out 11/11/2022, reported to Brightspeed for repair. Took several phone calls and over an hour to get this to happen, they scheduled a repair ticket for tech to arrive 11/14/2022, I received email from Brightspeed confirming repair ticket # and date and time frame tech would arrive, tech was a no show. I recalled Brightspeed on 11/14/2022 that the tech never showed up, so they reschedule for 11/15/2022, again I recived an email confirmation. Again tech never showed up. I recalled Brightspeed, they had no answers to why the repair tech wasn't showing up, they rescheduled again for 11/16/2022. Now I am missing 3 days of work waiting for the repair tech (loosing me over $300). AGAIN the tech never showed up on the 11/16. Today Thurs 11/17/2022 I reported them to **** of ****. We are senior citizens with health issues and being without a phone for 7 days is a serious matter. When I called Brihtspeed today 11/17, they said the ticket has been now moved for today arrival, but could not verify with the tech, they said if they don't come today the tech will move the ticket for arrival on 11/18. This needs to get resolved.

  Business Response

  Date: 11/18/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 12/16/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and awaiting for repair 
  
  Thank you. 
  

• Initial Complaint

  Date:11/17/2022

  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/formerly CenturyLink, say they offer and advertises 24 hour technical help for ***************** but they do not. Their hours are 7 am to 11 pm Central *** time. It is almost impossible to get a person on the line for help, sometimes even during working hours. After hours the recording says to go to the Internet and get help, which of course is impossible if one is having Internet problems. I **************, but I do a timely business on my home laptop and I cannot afford to be without ***************** I am sure this is the case for many other residents. Bottom line: Service is very bad. Even during the daytime hours I cannot get Internet support service. It is essential for telephone/Internet companies to have round the clock support service 24 hours to get in touch with a live person.

  Business Response

  Date: 11/18/2022

  Good morning,
   
  ********************* will be the Case Manager assigned to this issue with 12/16/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/17/2022

  Type:Sales and Advertising 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 purchased CenturyLink who is the ONLY provider of a land line phone in my area. Thursday Nov 10 2022 the line goes dead and the internet with it. I call Friday 11/11/22 for an emergency repair(that they do not offer), after personally investigating with neighbors and the local power company that an excavator had cut the line, to tell them of the outage. Their response is they do not work weekends and the next available appointment is Tuesday but I made them change to Monday as a weekend with out phone or internet is long enough. 11/14/22 I call and they had cancelled my repair ticket without notifying me as its considered an outage now. 11/15/22 I called twice and they say there is no reported outage and a tech will investigate further on Thursday 11/17/22. This is absolutely unacceptable and irresponsible as a business to beat around the **** and change dates and stories. Their call center in *************** is awful and doesnt give any answers and will just hang up almost half the time. There hasnt been a repair or replacement line installed ever by either company and were stuck with one single provider with spotty telephone and abysmal internet at the same speed we have had since probably **** at 1.5mb/sec. They must me held accountable and come make the needed repairs and updates to their much expired system. If a power companys line breaks they come and fix it on their own, when my phone and internet go out I have to wait 7 days for even a potential answer? That isnt okay. Its 2022 and us rural customers deserve the same treatment as the city customers with the same services provided ie: fast repairs/fast internet service. A company this large can afford to make the necessary changes for those of us in the country.

  Business Response

  Date: 11/18/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 12/16/22 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. 

  BUT the reply from the business is VERY vague and seems like it is a very loose answer in an attempt to get around a real solution. I would decline the offer but it would leave me back to where I started.

  
  Thank you. 

  
  

  Customer Answer

  Date: 12/13/2022

   
  I am rejecting this response because:
  
  

  I have been waiting a response on this case for weeks now and its almost to the deadline and Ive hear nothing. The business replied to your contact attempts and gave a terrible answer for the only responses to be accept or decline on your resolution page. How does this get progressed because I cant get ahold of them to better my situation.

  Business Response

  Date: 12/19/2022

  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 service outage was due to a damage to equipment.  The service was restored, and the customer was issued out of service credit of $101.48 on 11/17/2022.
  
  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: 12/19/2022

   
  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:11/16/2022

  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.

  see Attached document

  Business Response

  Date: 11/18/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 12/16/22 as the completion date for research and resolution.
   
  Thank you,
  

  Brightspeed Customer Advocacy Group
  
  

  
  

• Initial Complaint

  Date:11/16/2022

  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.

  I recently found out that Centurylink is now Brightspeed. I receive a bill from them and I sent them a check for payment. I did not know that it was going out of state. The late arrival of the check was accurate but I noticed I was charged a 39% late fee. I have never known about this nor think it is right. I called and was on hold for 35 minutes, while listening to internet offers. This was on repeat. I could not wait anymore.

  Business Response

  Date: 11/18/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 12/16/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 02/17/2023

   
  I am rejecting this response because:See Attachment
  

  Business Response

  Date: 04/24/2023

  On April 24, 2023 late fee was adjusted billed on the November 2022 bill in the amount of $34.00.  In addition, per my previous response I included options for payment bill prior to the due date to avoid a late fee.  Please see below:
  "If your payment is late, you will be charged late fees. These range from a flat fee to a percentage of the amount due, or possibly both depending on what services you have and your location. There are so many ways that late fees are calculated. Late fees vary based on the services you have and where you live.  To find the late fee information specific to your services and your location, please visit our Brightspeed Tariffs Library. To avoid late fees, your payment must be received and processed by the date listed on your bill. The fastest way to process your payment is by paying online or through our automated phone system. If you prefer to mail your payment we recommend sending it **** days prior to your due date. You can find your due date on the first page of your bill. AutoPay is a great way to avoid late fees. When you enroll, your bill is paid automatically each month from your preferred payment method. The billing payment address appears on the monthly bill mailed to ************, **."
  
  We apologize for any inconvenience experienced. 
  
  Thank you,
  
  Kandi

• Initial Complaint

  Date:11/16/2022

  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 has taken over what used to be CenturyLink phone service. In the month since this has happened, our telephone ************** have been hacked, resulting in our Discover card account being stolen. And now we have been without home phone service for atleast the past three days. We can't get a dial tone and no calls can be received, either. Contacting the company by phone and online has produced no resolution to the problem. Infact, we have been unable to find anyone willing to take responsibility for the problems. We just get transferred from person to person. I have also filed a complaint with the **** This is a company to avoid at all costs.

  Business Response

  Date: 11/16/2022

  Good morning,
   
  
  *********************** will be the Case Manager assigned to this issue with 12/15/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/16/2022

  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 is our internet, voice, and ******* provider. We pay Brightspeed $105 each month but in the transition from CenturyLink, Quantum, and Lumen, Brightspeed lost our account and voice/internet VOIP phone number and it's been detached from our account so there's no way to get service on it. So we are essentially paying for a product that we can't receive. Customer support specialists have been unable to retrieve the phone number associated with our account Therefore, we're not able to get service or support on our fully paid up account. We have spent hours on the phone being bounced around to all three entities who all tell us that Brightspeed has our account, but yet their customer support on hours of phone calls has no record of our voice phone number. In addition, Brightspeed invoiced us for $1,115 in an unexpected charge on September 30th. Because we're not able to get service on our account and because Brightspeed customer support is not able to pull up our internet/voice account, we're asking for a two month credit of $210 dollars as we've been paying for a service that we can't access because Brightspeed has no record of our voice or internet phone on our accounts.

  Business Response

  Date: 11/16/2022

  Good morning,
   
  ******************* will be the Case Manager assigned to this issue with 12/15/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/18/2022

   
  I am rejecting this response because it did not address our request for a two month credit on our bill as we were not able to get service on our product because your customer support in hours of phone calls were not able to locate our accounts in the aftermath of a recent merger with Quantum, Lumen, Centurylink, etc. 
  
  

• Initial Complaint

  Date:11/16/2022

  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.

  I am unable to connect to the internet reliably.The service works on and off, never more than a couple of hours.I am not able to connect to customer service or a live person.After ********************** for more than 30 min their representative hung on me when I started to complain.The chat button on their web does not work.I have rebooted my modem through their automatic line or manually myself. This is when I have some service ( very slow).In my location, only this is the available internet provider and subsequently, I am held prisoner to them

  Business Response

  Date: 11/16/2022

  Good morning,
   
  *********************** will be the Case Manager assigned to this issue with 12/15/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group