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:10/26/2022

  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 was without service from 9/16 to 10/4 through my then provider Century Link. This was through no fault of my own. We ended up only being able to use our cell phones which caused the data use to go up to $500.00. I contacted Century Link and they did provide some compensation. But ******* is needing information on the outage and the reason for it. Century Link is not helping with this.

  Business Response

  Date: 11/11/2022

  ****************** has this complaint and will be responding by 11/29/22

• Initial Complaint

  Date:10/25/2022

  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.

  Centurylink switched to bright speed. With new affiliation, have not been able to access my email since 10/24/22. Have been on line and calling for 2 days with no resolutions. Being transferred, given same links that do not resolve the problem and on hold for up to 2 hours. I need to access my email due to currently been job searching and need to respond in my email. Would like to speak to an agent that is able to correct my account while on the phone with me.

• Initial Complaint

  Date:10/25/2022

  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 ordered service and a modem on Oct 2 with a technician scheduled to come on Oct 7 in order to verify the service was active. I was told the modem would arrive on Oct 7. I have reached out 3 times since. I have spent hours (approx 8) trying to get an answer as to why the modem has not arrived. On ****************************************** they were having issues but I would receive an email confirmation that the modem shipment would arrive soon, that I would receive a refund, and that all of that would be in an email confirmation. None of those things happened so I contacted Brightspeed chat services again the following week ~18 Oct, the chat rep told me that they have issues procuring modems due to supply chain, and the reason I never saw an email for the modem was because one was never shipped so it could not have triggered an email confirmation, but they have some modems now and mine would be expedited and I would see an email confirmation shortly as well as my refund if it had not processed. I asked why if they knew this was a problem that customers had not been notified to which they basically just responded that I would be refunded. Third time I reached out to Brightspeed chat rep they gave me essentially the same excuses. As of today 26 Oct, I have received an email that my refund was processed on Brightspeeds end, however still no emails regarding my modem shipment or follow *** from the company regarding the modem at all. This business is selling services that they cannot provide, not keeping their customers informed and the interface in which to contact them is not user friendly causing an excess of wasted time and effort. Every-time I try to login onto Brightspeed it does not work and Im forced to login through Centrury link which then redirects me to Brightspeed through a different route and thats the only way to get to a chat rep. **** chat reps take ~20 min looking up my account before transferring me to another rep that then do the same.

  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 service activation and not receiving a modem. He states the business is selling services that they cannot provide, not keeping their customers informed and the interface in which to contact them is not user friendly causing an excess of wasted time and effort.
  Brightspeed regrets any issues ****************** was having with getting service working, getting a modem shipped and reaching someone to help. Brightspeed records indicate that the order shows a modem was ordered; however, no modem was shipped to the customer due to issues with modem availability and fulfillment that have since been resolved. Records indicate that ****************** purchased a modem elsewhere, so the lease charge was removed from his account. He was provided a refund for a month of service for the issues. Notes on the account indicate that he was billed for a jack *************** he was advised that the charge would be refunded as well. Brightspeed has refunded the charge as promised.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  *************************
  **************** Case Manager

  Brightspeed

• Initial Complaint

  Date:10/25/2022

  Type:Sales and Advertising 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.

  Had CenturyLink they transferred to Brightspeed. Had appts for hook up Oct 3 Oct 12 Oct 18 Oct 25 all cancelled now appt nov 2. Dont believe they will keep that either. They just keep not showing up and then I have to call to find out why and they never have a good reason

  Business Response

  Date: 11/23/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  Upon review, our records indicate the installation order was on an Engineering/ARMOR hold.  The installation order was rescheduled for 11/2/22; however, on 10/28/22 **************** called to cancel the order.
  
  **************** account and order is canceled and disconnected with no balance owed.  
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:10/25/2022

  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 family is a former CenturyLink Internet customer. ********************** recently took over the internet accounts in our geographic location via some sort of buyout or merger. We have had no internet since the transition despite continuing to be charged for the service. We have spent approximately 6-8 hours on the phone with BrightSpeed representatives with no resolution. We have set up 4 appointments with BrightSpeed technicians, and the technicians are not showing up. 3 of the appointments were cancelled by BrightSpeed during the window that the technician was supposed to have come. The cancellation notices state that everything appears to be working, so they are cancelling the appointment, although the internet is not working and we have clarified this fact with BrightSpeed countless times. The notifications of cancellation are messages, so there is no recourse other than to call the BrightSpeed and start over. Regarding the latest appointment, we did not receive a cancellation notice, the technician just did not show up. As you can imagine, this is extremely disruptive to our work lives as well as our personal lives. I have logged on to the company's ******** page, and it appears my family's experience is not an anomaly. Ultimately, we have tried to cancel our service, but have not been successful in that endeavor either. We get transferred from person to person only to be hung up on. Given the monopolistic nature of internet providers in regions throughout ********, we have little choice in providers. We would like to have working internet to do our jobs and our schoolwork. Obviously the BBB office has limited ability to provide that remedy for us. If that is not a possible solution, I would like assistance with cancelling our service, as we have not even been able to do that. Given we have auto-pay set up, they have our banking information. I am concerned that if I stop payment, I will be sent to collections, negatively affecting my credit score.

  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 not working and technician no shows.
  Brightspeed regrets any service issues experienced by ************************ and the missed appointments. Records indicate a technician was dispatched on November 2, 2022, and that the issue was with a software configuration. Service is working currently, and credit was provided for the service issues.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• Initial Complaint

  Date:10/25/2022

  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 bought Centurylink to handle *********************** Since 10/9/22, I have been unable to access my email. I've called & "chatted" (enduring many lengthy waits and disconnections) too many times to recount here. I get passed over & over between Centurylink/Brightspeed "customer support". I'm told my email and/or password are invalid (same email address I've had approx 15yrs). A simple password reset should have fixed the problem. But, no. We were promised a smooth transition. Instead, its classic Catch 22. I've tried all instructions to remedy the problem. Responses from both companies--whether tel call, or live or virtual chat-- are canned scripts sending me links & windows that don't address my problem, These are supposed to be high tech support companies and yet they are incapable of walking me through a solution!!! A previous acquisition of Embarq by Centurylink went smoothly so this botched up transition is very surprising. But there billing **** hasn't missed a beat, They still expect me to pay for this non-service next month. Hope you can assist this exasperated customer.

  Business Response

  Date: 11/23/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  Upon review, our records indicate she filed the same complaint with our *** team.  The customers concerns noted in this complaint have already been addressed through the *** case regarding her email issues.
  
  She was advised, Brightspeed customers that use email service though CenturyLink migrated to a new platform with improved functionality, spam filtering, and an improved webmail experience.  Email support for existing customers is handled through  https://centurylinkwebmail.s.center. Customers can use self-help, chat for support (M-F 9am-5pm CST) or you can submit a form for support.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:10/25/2022

  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.

  After Century Link disconnected my phone and internet services by mistake, they reconnected them after 2 weeks. Brightspeed took over the account. I realized that unknowingly to me, my phone number was changed. I spent almost 3 more weeks, numerous phone calls and online chats, (total of 13 hours on the phone...) trying to get my number back. Brightspeed's customer service/tech support/solutions department/personnel is horrific. They kept hanging up, placing me on hold and dropping the calls, giving me Century Link's telephone numbers. I hope that the last person I spoke to this evening (the eights) was successful and I will get my number back in a few days... This experience as well as the level of Brightspeed's incompetency is unreal.

  Business Response

  Date: 11/11/2022

  Brightspeed will respond to the complaint by 12/3/22

  Customer Answer

  Date: 12/06/2022

   
  I am rejecting this response because:

  Nothing was ever fixed. I still don't have my phone number back. Still can't get in touch with the company. My service was disconnected by mistake back in September. Brightspeed is absolutely horrible to deal with. 

  
  
  

  Business Response

  Date: 04/13/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************************  The telephone number was reconnected and has not been used.  ************ has been contacted and she wishes to port the telephone number to her current provider.  Information has been provided to her to port the number and once ported, I will follow up and adjust all charges billed.  ************ has my contact information for future reference on this issue. 
  
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.  
   
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.   
    
  Sincerely, 
  *************************
  

• Initial Complaint

  Date:10/25/2022

  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.

  Brightspeed purchased CenturyLink. I received no notice whatsoever. Today my email has stopped working. I spent two hours on the phone this morning and finally asked for a supervisor at which point they put me on hold and never came back. The person I was speaking with could not comprehend my problem. I went to the website. It has no link for email problems. I called them back and left my number and they still have not called me. I cannot give them an account number because they've never sent me one. I won't be able to pay my bill without it. I don't know if I need to change my email address. I don't know anything because you cannot get a person on the phone. Please try calling them and see what it is like. You will see by the image that they are sending some emails over and over and over - yet some are missing entirely. *****I have a pending medical surgery - the doctors are contacting me by email. They are sending me a link for an informational video I must watch. Please help me. Thank you, *************************

  Business Response

  Date: 11/23/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  **************** was provided email notifications concerning the transition of their services from CenturyLink to Brightspeed.  The notifications were sent to his email address on file of ********************************. The subject line stated, A message about your CenturyLink service: Meet Brightspeed!.  The notification email advised, Hello future Brightspeed customer, Recently, you received a message that your CenturyLink service provider will be operated by Brightspeed. Though your bill will look different, your existing products, rates and services will be the same. You're probably wondering who Brightspeed is, so we wanted to take a moment to say hello and help you get to know us.
  
  As it relates to the reported email issues Brightspeed customers that use email service though CenturyLink migrated to a new platform with improved functionality, spam filtering, and an improved webmail experience.  Email support for existing customers is handled through  https://centurylinkwebmail.s.center. Customers can use self-help, chat for support (M-F 9am-5pm CST) or you can submit a form for support.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:10/24/2022

  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 internet service has been out since October 12th, 2022. This is the second month in a row that I pay my bill due on the 11th of each month and I lose access to my service directly after paying my bill. Last month it was for a day and a half and this month I have been out for going on 9 days. Brightspeed has been giving restoration dates that never come. Their customer service is lousy and I can never get a live person on the phone and always have to use their chat feature. No one can seem to provide me with a cooperate number or give me a straight answer on when I should have service restored. When I mention I was getting irrated with their ETRs I was told "Sure!" when I said that would be the last ETR I got from them. They are my only option for an internet provider and they don't care how they treat their customers.

  Business Response

  Date: 11/21/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **********************
  
  Upon review, our records indicate ********************* is not listed as an authorized party on the account. Therefore, specific account details are unable to be provided.
  
  However, I can advise there was an outage impacting the internet service, which was resolved. 
  
  If there is an active outage in place, a customer is unable to open a new Repair ticket until the outage has been cleared.  The only updates Repair can provide while an active outage is present is the estimated time of restoral,which is subject to change.
  
  Appropriate out of service credit has been applied and should appear on the customers December billing statement.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  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:10/24/2022

  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 called 10/17/22 to report my internet was out they said it was a outage in the area, I called 3 more days after that for 10/18/22 and 10/19/22 I got the same answer. Day 4 ( 10/20/22 I called and they tell me I have 2 accounts some how. I have been paying every month and have the transactions to prove this since last year in September when I first got the service. My account is PPB02539584, they are telling me the account ********* is mine.. but the billing address is for ********, not even my area code. I spent 2 hours and 25 minutes on the phone, was Transferred 6 times and the last call 2 minutes till 6 I explained my situation to a woman and she hung up on me. I pay ***** every month on the month, they are claiming I owe 104. Which ca not be accurate. Please help me investigate this business matter.

  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 *************************** who states that called to report my internet was out they said it was an outage in the area, and he called again and on the fourth day, he was told he has two accounts somehow. He says his account is PPB02539584, and they are telling him the account ********* is his, but the billing address is for ********.He says he pays $64.90 every month on the month, and they are claiming he owes $104 which cannot be correct.
  Brightspeed regrets any confusion regarding ******************* account. The ******** address is an internal address. ****************** had only one account, but the charges of $104.20 show as a trouble isolation charge for a repair visit which billed through the account ********* since PPB02539584 was disconnected when the charge was sent to billing. Notes indicate that it was to be waived, so the account has been credited for the charge and a late fee billed.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

  Customer Answer

  Date: 11/18/2022

   
  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.