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:10/13/2022

  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.

  Quantum Fiber is the only internet provider available for our address. They have a monopoly. Since moving in to this address in July, hardly a day goes by without an interruption of our service. Calls for support require long periods on hold. Service will be restored for a short time before the next interruption. Quantum Fiber Blamed this weekends interruption on a change over and gave me a phone number that was not yet in service. When I called the number today I was transferred back to Quantum Fiber. After 20 minutes on hold I gave up. The problem persists and we have no recourse

  Business Response

  Date: 10/07/2022

  Unfortunately what we have here is a confusion by the person that made the complaint as the company he/she is speaking about is not our business. They are trying to complain about a internet provider located in the southernor western *************. This business is a small family owner ***** out training and technical services company from ************* and I believe this needs to be removed and put to the company it actually belongs with. Sorry about the confusion in the similar names. 

  Business Response

  Date: 10/13/2022

  Good morning, 

   

  To whom it mat concern:

   

      This customer is correct.  His address is only servicable by what used to be Quantum Fiber which is now owned by Brightspeed.  However, my company is Quantum Wireless Internet which he is confusing with The ********************* which was previously owned by CenturyLink and now by Bright speed.   We are no the same company.  I have had the name Quantum Wireless Internet since 1/1/2012.   When CenturyLink merged with Lumen Technologies about a year ago they rebranded their fiber network and called it quantum fiber.   It has caused a lot of confusion in this market and i have gotten a lot of customers service because of the confusion.  Now that the name has changed to brightspeed, I really hope my company stops being consfued with theirs.  I hope this clears things up.  If you or **************** would like to discuss further, please feel free to reach out.  

   

  Thank you

   

  ***********************

  ************ cell

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  I apologize for the confusion but request that you contact Brightspeed for a response to my complaint 

  Business Response

  Date: 11/11/2022

  ****************** will respond to the complaint by 11/30/22. 

• Initial Complaint

  Date:10/12/2022

  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 have made numerous attempts contacting CenturyLink to repair my phone service which has been out for over two weeks. Every attempt made to restore was given one date and then the date cancelled. The next proposed date September 15 to September 23. After many online conversations and live conversations with representatives explaining my situation I was given different dates for technicians to come to home which again was a lie.I explained that I depend on a medical device in my home that is attached to my landline. I was emailed a form for my doctor to fill out and faxed back to the CenturyLink so that I could be classified as critical user. As of the writing of complaint the form was faxed to company and as of August 28 I am in the dark as to when my landline service will be restored.

  Business Response

  Date: 11/07/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************. At Brightspeed,we strive to provide outstanding customer service.
  
  Upon review, our records indicate ****************** had also filed the same complaint with our ************ team.  The customers concerns noted in this complaint have already been addressed and the customer has been provided remedy through the ************ case.  Since this has already been addressed, Brightspeed considers this matter closed.
  
  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: 11/07/2022

   
  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:10/12/2022

  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 is the only internet provider in this area that offers what My family needs to work remotely . We qualify for affordable connectivity . They promised installation on 9/2 but did not show or call . I rescheduled for 9/9 but cannot even get a guarantee . This has impacted my income . They should not agree to offer service if they cannot provide support. I should have been informed when I arranged this in July .

• Initial Complaint

  Date:10/12/2022

  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.

  So frustrated with CenturyLink. I called on Monday September 26, 2022, to make changes to the ***************** I initially called to cancel the church internet service because we have been without since Jan. of this year. The customer representative talked me into keeping the service with great offers, DirectTV included, to keep the church account. The rep told me someone was supposed to come out today, Wednesday, September 28, to install equipment. Well, no one showed up! I called CenturyLink to cancel all services and the rep told me that the church was under a 2-year contract, since Monday, and I could not cancel it. I was told if I canceled it the church would be charged $400 to disconnect. All the while the rep was finding these great savings on Monday, she did not disclose there would be a $400 cancellation fee.So now I'm on the phone again with a representative to keep the service!!!! So frustrated with this company. I was not aware of the contract nor was I aware that the 3-day business cancellation policy does not apply here. Want the church to be able to cancel service with CenturyLink with no penalties.

  Business Response

  Date: 11/10/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************** regarding ******* AME Zion Church.
  
  Upon review, our records indicate Ms. ****** was requesting to cancel the services on the Churchs account. As of 10/4/22, our records now reflect the account has been canceled.
  
  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:10/12/2022

  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.

  When I first contracted with Centurylink in 2017, they advertised a bundle of home phone and internet for $70.00/month. Their initial bill was around $130.00. I called and complained and got it lowered to $90, but within two months it was up to $118-120.00 a month. When I asked why the bill was so much higher than the actual amount they agreed to charge me by phone when ordering, the answer I got was: taxes. This was a transparent fraud. The rates they charged on the bill were clearly higher than the bundled amount before the addition of the taxes. It stayed that way, for a single, crappy phone line that would only ring four times and then just blink out, and a slow, slow, slow internet connection. It was advertised as up to 100MPS. It barely ever got above 3, and mostly stayed under 2.Well, I set it up on autopay, and lo and behold, as of July, 2022, they raised my steady rate to $148.00. The same in August. By September, they had raised it again to $160.00. I assume that this is their attempt to **** up their reported revenue because of their impending sale. I called them today to ask about the $40.00 price hike with no increase in service. The agent said it was due to taxes. I guess some fraud schemes never get old.I'd like to get the extra amount they gouged out of me returned. The mere fact that I was paying $120.00 a month for a service that most places can obtain for less than half of that speak volumes about how these companies rip off rural consumers.

  Business Response

  Date: 11/10/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************.
  
  Upon review, our records indicate ************** was disputing the billing on his account and had also filed the same complaint with our ************ team.  The customers concerns noted in this complaint have already been addressed through the ************ case.
  
  Our records further indicate ************** has canceled his Brightspeed (formerly CenturyLink) services.
  
  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: 11/11/2022

   
  I am rejecting this response because it resolved nothing. You raised my already outrageously high bill (the advertised rate was $70/month but the the billed charge was consistently $120/month)  by an additional 30% (up to $160/month) without warning or explanation, for a service that was consistently less than advertised. 

  You continue to send me invoices. If you do not cease and desist I will take legal action.

  
  

  Business Response

  Date: 11/21/2022

  Brightspeed sustains our position.
  
  The billing issue was addressed and explained via a previous ************ case.  ******************** further sustains the information provided in the previous responses.  The current billing due on the canceled account is valid and owed to Brightspeed.
  
  There is no new data to substantiate a further response.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  Executive Office Case Manager
  Customer Advocacy Group
  Brightspeed

  Customer Answer

  Date: 11/22/2022

   
  I am rejecting this response because:
  No data was supplied to substantiate any change in billing. If I receive another invoice I will bring legal action against your company for consumer fraud.

• Initial Complaint

  Date:10/12/2022

  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.

  On September 14th, 2022, I requested CenturyLink to disconnect my service due to the internet being dropped frequently and the phone service not working most of the time. At the time that I canceled, I was told by the Centurylink customer service representative that I was paid in full, and that I would be receiving a small refund for the remainder not being used. Two days later, I received notification that my services were finally disconnected. A week later, I received a bill from them with a $40 late fee, because they claim that the payment was returned by my bank despite the fact the my personal banker at US Bank claims that they never even saw the payment posted and that there was no reason to return payment. On September 21, 2022, after being harassed on the phone by a CenturyLink representative, I was able to get the late fee waived and again paid the remainder of my balance that was apparently canceled by said internet and phone provider. Today, on September 22nd, I again received another bill from CenturyLink in my email with another $40 late fee, despite talking to my bank and having them confirm that the payment I paid yesterday was in fact pending and that there is indeed sufficient funds to pay said ****. I do not want to hear from CenturyLink again or be cheated any further by their so-called business.

  Business Response

  Date: 11/11/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************
  
  Upon review, our records confirm ******************** account is canceled.  Our records further reflect one payment did not go through as expected.   However, the subsequent payment made on 9/21/22 was applied to the account and was the final payment needed.  After the late fee credit was applied, the account is now at a $0 balance.  This can be confirmed via the 10/17/22 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
  ******************

• Initial Complaint

  Date:10/12/2022

  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 ordered service 78 days ago...still no service.Had to call off work for 4 different appointments and only 1 of those they actually showed up and said they couldnt do it, Spent over 27 hours on phone. My childeren all need internet for their school work.

  Business Response

  Date: 11/10/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************
  
  Upon review, our records indicate ************** had an installation order entered on 7/5/22; however, there was an issue with the facilities being available to complete the installation.  The installation was finally completed on 9/30/22.
  
  Records reflect the internet is stable and connected.
  
  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:10/12/2022

  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 contacted centurylink technical chat support on 9/17 at 3:30 PM. The chat was with a Ave ************** We ran through the normal checks with my modem and she stated it was a line issue. The technician stated she scheduled an appointment on September 21, 2022 between the hours of 8 a.m. to 5 p.m. I was also told if I deny access or a adult is not available on premise I would be charged $99. After taking off work 9/21 the technician did not arrive so I reached out to another chat and was told the person did not schedule this appt. I have pictures of the conversation that it was successfully scheduled. On 9/21 I reached out again on another chat and had to run through the same checks as done previously. I now have another appt on 9/26 between 8 a.m. to 5 p.m. Since centurylink does not have a local office the service support is subpar and inefficient. My service has been out since 9/16 and Im still paying for it. Centurylink threatened me with a $99 fee if nobody was here so I am requesting that $99 be reimbursed to me due to the financial strain of having to take two days off of work to be present for their technicians to provide me with the service that I pay for each month. If I am held financially liable for their time my time should be compensated for as well. I am also requesting reimbursement for the month of September since my service has been out and they have made no attempts to restore service.

  Business Response

  Date: 11/10/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  Upon review, our records indicate **************** contacted Repair on 9/17/22 and then on 9/21/22.  Records reflect the Repair dispatch request on 9/17/22 did not flow into our dispatch scheduler correctly, which caused a missed appointment for 9/21/22.  The new repair dispatch created on 9/21/22 was completed on 9/23/22.  **************** is now stable and working as expected.
  
  Due to the inconvenience experienced I have provided a missed appointment credit of $20.00 as well as out of service credit to correspond to when the issue was reported, from 9/17/22 thru 9/23/22.  The total credit provided was $29.00 and should appear on the 11/23/22 bill 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
  ******************

• Initial Complaint

  Date:10/12/2022

  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.

  We apply for **************** on the 6 they told us the servowas completed. Got ready to tv and no internet connection called they sends a revolution and he said not enough space in the box that was on the 9th. So on the 10th sent another technician and he said the wires was all tangled up and he had already work 13 hours and was tired and he's going home. He will put a ticket in for someone to come Monday to fixed it no one shows up Monday. Calls serval time and they gives a an appointment for the 26 of the month which is not fair an ours service is suppose to be completed on the 6 something needs to be done about this matter as soon as possible Thank you for w understanding *************************** It's very unfair in the way they run their Business and treat people.

  Business Response

  Date: 11/10/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****** &**************************
  
  Upon review, our records indicate the customers service was installed on 9/6/22.  However, there were issues with the modem and their service, so a Repair dispatch was created.  The repair was completed on 9/15/22.  Due to the inconvenience experienced out of service credit was provided by a previous agent.  The internet is currently stable and the customer is receiving 100% of the ****** download speed and 750Kbps upload speed.
  
  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:10/12/2022

  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.

  on may 18th of 2022 i stopped service from centurylink online. the reason was because i started getting my online service from ******** in ***** **. . They hooked up the connection to my house and installed the modem and i was up and running so i notified Centurylink that i was closing the account. I kept getting bills and called them on the phone to cancel and after about a half hour of them trying they said i had to cancel online. I went online several times but the website said i had to call them to cancel. So i called and called and called but no one would help me get the service cancelled. I keep trying online also which is where they send me and the website they direct me to says iI can not cancell my service there i have to call. vicious circle over and over. what am i to do they will not let me cancel!!!!!

  Business Response

  Date: 11/09/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  Upon review, our records indicate **************** called in to cancel his services on 5/27/22; however, the cancellation was not completed. Since there are records reflecting the customer wished to cancel service, I have provided account credit and late fee credit to adjust all billing after the end of the billing cycle on 6/3/22.  (There are no prorations provided for any changes made in the middle of the billing cycle, for either CenturyLink or DIRECTV charges.  Both companies billing applies until the end of the billing cycle during which the change or cancellation is made.)  Therefore, the final bill needing to be paid would be the 6/4/22 bill statement as this contains DIRECTV charges covering their bill cycle of 5/7/22 thru 6/6/22.

  The account credit provided has removed all charges except for the remaining balance found on the 6/4/22 bill statement, which is $206.78.  This remaining account balance is valid and is due to be paid to Brightspeed.

  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
  ******************