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:11/09/2022

  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.

  My internet svc was turned off by mistake from the company and to turn it back on i was told i needed to pay reconnection fee. They finally waived that but told me i needed to buy a new modem. They didnt send the modem like said and now are saying that I am deceased and refuse to hook my svc back up..

  Business Response

  Date: 11/09/2022

  Good afternoon,
   
  ************************* will be the Case Manager assigned to this issue with 12/08/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/08/2022

  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.

  I am unable to dial long distance on my home landline phone. I first reported this problem on October 24, 2022 and have since called Brightspeed 7 times and to date, November 8, the problem is still not resolved. I have been promised by Brightspeed that someone would contact me within 4 hours. They didn't. I have been promised by Brightspeed that someone would contact me within ***** hours. They didn't. I have not heard a word back from them. Yet, I still not call long distance. Yet I am paying for a service I cannot use.

  Business Response

  Date: 11/09/2022

  Good afternoon,
   
  *************************** will be the Case Manager assigned to this issue with 12/7/22 as the completion date for research and resolution.
   
  Thank you,
   
  Brightspeed Customer Advocacy Group
  
  

  Customer Answer

  Date: 11/11/2022

   
  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:11/07/2022

  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.

  Recently Brightspeed took over my CenturyLink internet. My service has been very spotty & doesn't work at all at times. Others in the area said they are capping services so you have to call in to have it removed & they try to upsell you. I contacted them on chat. I was disconnected 3 times(so i couldn't print a transcript) & spoke to 5 different tech people & 1 customer service. Each tech said the tested the lines & the problem is my usage is too high. I asked about it being capped & the first tech said they don't do that then later said I used 32% of my 10mbps by streaming 2 hours of ******* earlier & would have to wait til the next day for it to be better. I do not use too much. I actually use less than I have in the past. I always have 2 Roku tvs, 1 firestick, 1 ***** plugged in. Sometimes my laptop is connected. Rarely my tablet is connected or our 2 phones. We usually only use 1 TV at a time. We have had this speed for years. I have been able to stream on 2 tvs, use a laptop, desktop, 4 phones & a Wii at the same time. Each tech tried to transfer me to customer service so I could increase my plan. I had already talked to customer **************** is the best I can get here. She tried to get me to get a second line so I could split up my usage. I asked for a tech to come out. They didn't want to send one because they said they can see problems with the ************ are none. They said I will probably have to pay for the tech even though I pay $20 a month for inside wire maintenance. We have had occasional problems with centurylink service. They would send out a tech, fix something at the box up the ************** would be great. They kept telling me their is nothing wrong with the ************ haven't changed anything. They are lying. They have done something to the phone lines. I want to get the service I pay for & want my bill adjusted since I haven't been getting the service I pay for.

  Business Response

  Date: 11/11/2022

  ********************* will be the Case Manager assigned for research and resolution by December 6th 2022

• Initial Complaint

  Date:11/07/2022

  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.

  Where to start: Install was moved a bunch of times, so I have to continually move meetings as I work from home When the first installer showed up he said work needed to be done prior to this contracting company fulfilling their duties When I inquired about status of install no one seemingly knew what was going on Another contractor showed up and said work hadn't been done that needed to be, but offered to run a lone across my years and 2 other neighbor's yards to get us service It's been weeks now since install, and when I chat with customer service the chat keeps getting closed due to inactivity, even though I'm waiting on an answer the chat rep said they would provide This is maddening. Who is running your install department? If this issue keeps getting escalated, as they say they are doing, then eventually I'll expect a call from *****************, the **** himself.

  Business Response

  Date: 11/15/2022

  Good morning,
   
  ************************* will be the Case Manager assigned to this issue with 12/13/22 as the completion date for research and resolution.
   
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  

• Initial Complaint

  Date:11/04/2022

  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 is constantly down & being a town of a little over 600 people, Brightspeed (formerly CenturyLink) is the only ISP available; so when the **************** services go out, the town comes to a screeching halt. The stores can't accept anything but cash, some close completely because they can't make sales, people who work or attend school from home can't connect, etc. You can't even buy gas without cash, nor buy food or other essentials. Landlines being out creates unsafe conditions, such as my 91 year old grandmother who lives alone & is often unable to call for help if she needs it because of the high frequency of outages. This happens at least once a month, sometimes more & it's taking its toll on ********************** owners. The customer service is terrible, when you can actually reach them, & provides no help whatsoever. Read the reviews online for CenturyLink/Brightspeed: this is a national problem & needs to be addressed. They're prices are high, particularly since we've yet to receive an entire month's service because of the frequent outages, but they offer no apologies or discounts. As I write this, the **************** have been out all ********** say it will be at least tomorrow before they can fix it.

  Business Response

  Date: 11/11/2022

  *********************** will be the Case Manager assigned for research and resolution by December 3rd 2022.

  Customer Answer

  Date: 11/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and understand that someone from CenturyLink/Brightspeed has been assigned to this case & will be responding.
  
  Thank you. 
  

  Customer Answer

  Date: 12/05/2022

   
  I am rejecting this response because:
  

  The company lied about me having not filed a complaint ticket with them since 2016; I have filed many complaints with them, several a year as a matter of fact.

   

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

  
  

  Business Response

  Date: 04/12/2023

  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 has not had a trouble ticket since 2016.  If the customer is having service issues, she needs to place a trouble ticket. 
  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, 
  
  **********************;
  Case Manager 

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because:

  Technicians are in the area constantly; one was at my house last week & found the problem was not at my home, but there were problems with the lines in multiple areas of town, which the company denied, even though their own tech found the issues. Talks with the company always results in the company blaming households for the problems, but then, upon finding the problem, it's always on their end. Terrible customer service & awful *************************** problems, with outages occuring at least once per month, with this company are the norm. If another ISP were available here (which it will be soon), I would never use Brightspeed; they are as bad or worse than CenturyLink. This is a small town & constant Internet outages cause businesses to close their doors or only accept cash because of the Internet being down; ATMs don't even work. They're taking advantage of customers, particularly those who live in areas with no other ISP options. It is terribly overpriced, particularly given the unacceptable quality of service being offered. 

  
  

• Initial Complaint

  Date:11/03/2022

  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.

  Been out of local phone service for 3 days now have called 7 times had an appointment yesterday November 3 for a tech between 8am and 5 pm received a call that the tech was on his way NO one showed Called and was told he was here at my home he was not after more calls no one ever showed Then use message service they told me someone would be here frost thing this morning no one showed called again to be told there is an outage they have that has to be repaired before anyone can come out .I have a hair salon my phone os very important to get clients I have listed over $500 do to not having my phone on top of that I asked to speck to a manager 5 times 2 different calls I was told they wasn't answering the call ?? please help as I am a BBB customer for my business.

  Business Response

  Date: 11/11/2022

  ***********************;will be the Case Manager assigned for research and resolution by December 2nd, 2022

• Initial Complaint

  Date:11/03/2022

  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.

  Have a lease for equipment from centurylink for $10 a month for a router for internet service bright speed bought them out almost exactly a month ago the router stops working yesterday call today the say router is bad for them to replace it I have to sign a lease for it and it's $15 a month the purpose of the lease is if equipment goes bad they replace it not to have a excuse to raise your rate of the lease cause there equipment quick working

  Business Response

  Date: 11/11/2022

  ******************;will be the Case Manager assigned for research and resolution by December 2nd, 2022.

  Customer Answer

  Date: 11/11/2022

   
  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:11/03/2022

  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.

  In March of 2022, I purchased a modem from the company with a one-year warranty. On the evening of September 20, 2022, the modem stopped working. I made a claim on 9/22/22 via chat and the agent verified that the modem was defective and would be replaced under warranty. This order was never processed. I repeated this process five more times with no result. I contacted Customer Advocacy on 10/11/22 to assist with resolving the issue. They stopped replying to my emails on 10/26/22. I have now formally discontinued service, but I still will need to be reimbursed for the cost of the modem and services after 9/20/22 that I continued to be billed for.

  Business Response

  Date: 11/11/2022

  ******************* will be the Case Manager assigned for research and resolution by December 3rd, 2022.

• Initial Complaint

  Date:11/03/2022

  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.

  We have been customers since 2020, we also have either had absolutely no service or service that constantly goes in and out since the end of August of 2022. We have talked to customer service more than a dozen times at this point in time and still have not came to any sort of resolve. The following excuses have been given:*Known outage *Unknown outage *Bad hardware *Indoor issues *Outdoor issues *Too many devices connected to wifi *Need to increase speed We have not increased devices since starting service, and even after we paid/increased our monthly bill to increase speed nothing has changed. We have also been told multiple times that we will be charged for having repairs done, even though none of the problems are on our end. We also find it scammy that they said our speed is too slow for the amount of connected devices even though we have the same amount of devices and the same speed as when we joined. **************** also likes to hang up/end chat when you tell them that you have tried everything and service is still not on. When its on it only stays on for a minute when a device ***********************, and we have gone 10 days without service at one point. We have also been promised multiple credits for our issues but still have not seen any.

  Business Response

  Date: 11/11/2022

  Good afternoon,
  
  ********************* will be the Case Manager assigned to this issue with 12/10/2022 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ****************** 

• Initial Complaint

  Date:11/03/2022

  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've been trying to have my home phone service which I pay for repaired for over 6 months. Every time I call CenturyLink they ask me for a phone number in case we get disconnected and then they hang up the phone on me and never call me back. I have a very loud noise in my phone and people can't hear me when I call them and if they call me I can barely hear them. I have children and a Elderly person in my home and it's a must I have home phone service. CenturyLink is the ONLY company providing ***************** in my area and I can't switch to another company. They are no help at all on the phone and they are no help on their website, They always push chatting with someone and once they see that a person has to come out to the house and actually do work they disconnect the chat and leave me stuck having to do it all over again. They will NOT transfer you to a Supervisor or Manager they will just terminate communication. I've contacted the *** and filed a complaint with them as well. So now I'm trying the BBB in hopes someone will help me resolve this problem.

  Business Response

  Date: 11/11/2022

  Good afternoon,
  
  *************************** will be the Case Manager assigned to this issue with 12/10/2022 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ****************** 

  Customer Answer

  Date: 11/16/2022

   
  I am rejecting this response because:
  I don't agree with the credit amount given. My monthly bill is over $50 a month and my services were down for over a month and being that they are a monopoly company around here, if they were really regretful for my services they should've credited me at least a whole month. It's not like they can't afford it. I only have local home phone service, I don't think thats asking too much considering everything I had to go through to get any help at all. It shouldn't have had to get to the point of me having to complain. 

  Business Response

  Date: 11/29/2022

  Good afternoon,
  
  
  *************************** will be the Case Manager assigned for research and resolution.
  
  
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 11/29/2022

   
  I am rejecting this response because: I don't see a response to my complaint only the person assigned to the case. Am I suppose to contact ************** or will he reach out to me?
  
  

  Business Response

  Date: 04/13/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************************. In her complaint ********************** states that she has been trying to get her phone service repaired for months. She indicates she also contacted the *** and filed a complaint with them.

  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. Brightspeed also received Ms. ********** complaint as an *** complaint. In response, on November 15, 2022, Brightspeed advised that the repair ticket issued October 18th was finally completed November 2nd; it is unclear why she was told it had expired. Credit was provided for the service issues.

  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/13/2023

   
  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.