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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

  • 2,647 total complaints in the last 3 years.
  • 1,222 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:10/28/2022

    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.
    Brightspeed took over my internet service in August of 2022. Since that time, by download speeds, which are supposed to be around 10mbps, have averaged less than 5mbps. I have done everything on my end to troubleshoot the problem and make sure it is not my equipment; it is not.When I try to contact Brightspeed about this issue (three separate occasions so far), they continue to refer me back to Centurylink, even though I have received multiple emails saying that Brightspeed is now my provider, Centurylink refers them to me for service issues, and I pay my bill to Brightspeed.I would like this service issue to be fixed, and for Brightspeed customer service to actually do their jobs.

    Business Response

    Date: 11/11/2022

    ********************* will be the Case Manager assigned for research and resolution by December 1, 2022

  • Initial Complaint

    Date:10/27/2022

    Type:Customer Service 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.
    I am trying to switch my home phone service from this company to Spectrum. When Spectrum calls Centurylink, they tell them the address I gave them is not the correct one, and they give them an address that is not mine. Spectrum can not move forward in providing me service until Centurylink gets the address corrected. I am 83 years old and all they do is give me a run around telling me to go online. I do not have nor use a computer. I simply want them to provide Spectrum the correct address.

    Business Response

    Date: 11/11/2022

    ****************** will be responding to this complaint by 11/30/22. 

  • Initial Complaint

    Date:10/27/2022

    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.
    We recently sold our home and canceled our CenturyLink internet service. We were notified that we may have a balance due. When my wife called she found out that we had a $18 credit. When she asked how we could get our credit the customer service representative told her ********************** could not refund our money because we no longer had an account with them. How can a company keep money that is owed to you.

    Business Response

    Date: 11/11/2022

    ******************* will be the Case Manager assigned for research and resolution by November 30th 2022.

  • Initial Complaint

    Date:10/27/2022

    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.
    It was October 19th I believe, the night before a storm came through and knocked our power out, subsequently frying our modem. Placed a call to them and after a long run around and pressing buttons finally got to talk to someone and they said a new router/modem would be sent to us in 3 days on Monday the 24th. Monday comes around and nothing, so placed another call and told them we didnt receive one yet and they said one would be overnighted to come on Tuesday the 25th, still nothing the next day. Was dealing with this for hours upon hours too. No internet for a week and we are not able to access all of the streaming services we pay for! Called again and put in a hold for them to call us back. TWICE we did that and when they finally called back hours later we picked up and nobody answered, either time. I believe for the overnight one we were given a tracking number but there is so service in which the number is recognized. Representative said to call **** called *** and they said you need a tracking number to locate a package, obviously, so what a joke this is!! Paying almost $125 for Internet that doesnt even work. Extremely fed up and disappointed with this company. Even a quick search of ******** or ******* of brightspeed you will see hundreds of negative comments and upset customers. Really really upsetting.

    Business Response

    Date: 11/14/2022

    Good afternoon,

    ************************* will be the Case Manager assigned to this issue with 11/25/22 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

  • Initial Complaint

    Date:10/26/2022

    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.
    We have internet through Century Link which Bright speed bought, Our internet speed has been unacceptable for three years. I have complained to no avail. Bright Speed claimed this would be improved. My speed today is 9.2 mbps download and .85 mbps upload. We cannot use our Dish anywhere because of the very poor upload speed. I have contacted Bright Speed C/S several time for information on how and when this will be corrected. All I have gotten is the run around and no information. Most of the funds being used by Bright Speed is from the government. I need information on when this will be corrected so I can contact my Government Representatives or seek service from another company.

    Business Response

    Date: 11/14/2022

    November 14, 2022

    Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************** regarding internet speeds, especially upload speeds.
    Brightspeed regrets any issues ***************************** may be having with slow internet speeds. The line is connecting at **** Mbps on the 10 Mbps line download and **** Mbps on the 768 Kbps line upload. Since the service is ADSL, meaning asymmetrical, download speeds are faster than upload speeds. There are no pending upgrades in the area currently.
    Sincerely,

    *************************
    **************** Case Manager
    Brightspeed

    Customer Answer

    Date: 11/17/2022

     
    I am rejecting this response because: They have not answered the problem. They bought my provider Century Link with the promise of improved internet. They received over 90 million dollars in grants to do this just from **. Telling me tough luck isn't going to correct this. I need their plan to correct this terrible service and a projected date of completion. I can't even watch my church online and many children cannot access virtual school. If they have no plan I need to know this so I can find out from our government why they received a huge amount of taxpayers money.

    Customer Answer

    Date: 11/21/2022

     
    I am rejecting this response because:They have not answered the problem. They bought my provider Century Link with the promise of improved internet. They received over 90 million dollars in grants to do this just from **. Telling me tough luck isn't going to correct this. I need their plan to correct this terrible service and a projected date of completion. I can't even watch my church online and many children cannot access virtual school. If they have no plan I need to know this so I can find out from our government why they received a huge amount of taxpayers money.

    Business Response

    Date: 11/21/2022

    November 21, 2022

    Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************** who rejects the original response, stating, I am rejecting this response because: They have not answered the problem. They bought my provider Century Link with the promise of improved internet. They received over 90 million dollars in grants to do this just from **. Telling me tough luck isn't going to correct this. I need their plan to correct this terrible service and a projected date of completion. I can't even watch my church online and many children cannot access virtual school. If they have no plan,I need to know this so I can find out from our government why they received a huge amount of taxpayers money.
    Brightspeed stands by its original response to the BBB complaint. As previously stated, there are no pending upgrades in the area currently; therefore, there is no projected date of completion. When an upgrade is available, customers are notified so that they *** place an order if they wish to upgrade; however, not all locations will be eligible for an upgrade.
    Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
    Sincerely,

    *************************
    **************** Case Manager
    Brightspeed

  • Initial Complaint

    Date:10/26/2022

    Type:Sales and Advertising 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.
    On Tuseday October 18, 2022, my Brightspeed **************** stopped working. That morning I notice trucks and digging equipment in my neighborhood. It took me 4 attempts to contact Brightspeed before I could submit a service request. The Service Tech came out and informed me that the Brightspeed line had be cut in multiple places. My neighbors obviously lost their Beightspeed connection as well. Since then, I have not had service, However, I am paying for the service. I have contacted Brightspeed since then and still no results. The Brightspeed connections in neighborhood are still broken and after talking with nieghbor on my street they have not heard anything from Brightspeed either. This is unacceptable. We have been loyal customers and this is unfair for us to be paying for service that we are not getting. We need Brightspeed to come out to fix these broken connections.

  • Initial Complaint

    Date:10/26/2022

    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.
    WE CANCELLED SVC WITH CENTURYLINK 10-15-21 BECAUSE WE STARTED USEING SOCKET ON 10-14-21. WE STILL ARE GETTING BILLS FROM CENTURYLINK EVEN AFTER WE HAVE CALLED THEM 15 TIMES, AND EA TIME SOMEONE WILL SAY..OH! WE,LL TAKE CARE OF IT. AND IT NEVER HAPPENS! JUST GOT THE LATEST BILL FROM THEM :AMOUNT DUE BY OCT 21,2022- $771.07. SOCKET ACCIDENTLY CUT THERE PHONE LINE INSTALLING THERE FIB ********** IN OCT *****. ITS TOTALLY IMPOSSIBLE TO EVEN HAVE SVC FROM CENTURYLINK..

    Business Response

    Date: 11/16/2022



    ************************* will be the Case Manager assigned to this issue with 11/25/22 as the completion date for research and resolution.

    Thank you,

    Brightspeed ***********************

  • Initial Complaint

    Date:10/26/2022

    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.
    I have been trying to help my parents get DSL internet from CenturyLink for months unsuccessfully. My parents have had CenturyLink phone service for decades. CenturyLink has the correct billing address for the account but an incorrect service address. I have made *************** of phone calls asking CenturyLink to update the service address to the billing address, but they have been unable to do so. I have wasted way too much of my time on an issue that should be easily correctable. CenturyLink has the worst customer care & technical service I have ever encountered. The departments have been outsourced to other countries and it's extremely hard to understand them. They transfer my calls back & forth & promise to call back but never do. I don't understand how they are still in business. Unfortunately, there is no other option here, so they just don't care. Horrible company!!

    Business Response

    Date: 11/11/2022

    *************************** will be the Case Manager assigned for research and resolution.

    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. 

    **However, based upon much previous experience with the business, I have absolutely zero confidence this issue will be resolved. Thank you.

     


  • Initial Complaint

    Date:10/26/2022

    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.
    My husband passed away in 2020. I kept his name on the account until this Spring. I changed the account name and with my new address, they told me I needed new account number. In the meantime, I use online banking. Somehow, despite getting help from the bank, we didn&#**;t get the correct new account number for *********************************************** with the new bank account. I ended up sending $279.00 to the old H31**30**3730**373835H account and they said they could not transfer it to the new account. They said they could send me a check, but I haven&#**;t received the check. This occurred in August.

    Business Response

    Date: 11/11/2022

    *************************** will be the Case Manager assigned for research and resolution.

  • Initial Complaint

    Date:10/26/2022

    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.
    I closed my account on 7/6/22 because I did not need it anymore. My account had a credit balance of *******. Centurylink refuses to give me my money back. I've tried calling several times and they keep saying it's a problem with the financial **** ect. Now since they merged with another company, (brightspeed) they want to refer me to them. I never had a account with brightspeed. So they are unwilling to help me either

    Business Response

    Date: 11/16/2022

    November 16, 2022

    Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************* regarding getting a refund due to him.
    Brightspeed regrets any issues ************ experienced in getting his refund. Account records indicate that a refund was processed on October 14, 2022, and a check was issued October 26, 2022. Accounting advised that it can take 30 days to receive the check once issued. If he has not received his check by November 25, 2022, he will need to call ************** so that the check can be voided and a new one reissued.
    Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
    Sincerely,

    *************************
    **************** Case Manager
    Brightspeed

    Customer Answer

    Date: 11/17/2022

     
    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. 

Brightspeed is NOT a BBB Accredited Business.

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