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:10/12/2022

  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.

  **************** is very poor. Filed a repair ticket for our phone line that does not work through the website chat option. Told me repair ticket was created but then never heard back for an appointment. Had to call back and found out repair ticket was never created. While all this is going on we have not had a local phone line for almost a month due to major static on the line.2 Desired Outcome Options:1. I want the most recent billed credited to our account if the phone line is able to be fixed from the outside line and box with no additional charge and we will remain a customer.2. If it is determined the line has to be fixed inside the house then I want the most recent bill canceled since we did not get any service and I want our account canceled and we will no longer be a customer.

  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 ************ contacted Repair on 9/7/22 and then on 9/19/22.  Records reflect the Repair request on 9/19/22 was for a noisy line, not for no dial tone.  The repair was completed on 9/23/22.
  
  Due to the inconvenience experienced I have provided out of service credit to correspond when the issue was reported, from 9/7/22 thru 9/23/22.  I also provided one late fee adjustment as a courtesy.  The total credit provided was $35.62 and should appear on the 11/26/22 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
  ******************

  Customer Answer

  Date: 11/10/2022

   
  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. 
  

  Customer Answer

  Date: 01/04/2023

   
  I am rejecting this response because:
  The company needs to eliminate all late fees due to the previous situation and dispute that was previously resolved. I am uploading a chat documentation concerning the current late fee issue. I am paying $35.19 for the current bill, which is what is owed minus all late fees. I will continue to do this monthly. Again, all late fees need to be taken off account due to the previous dispute with this company.  
  

  Business Response

  Date: 01/13/2023

  I wanted to send my response for the complaint under BBB# ******** via this email as the complaint shows as resolved on the BBB site. I also wanted to bring it to your attention, this rebuttal appeared over two months after the initial acceptance of resolution on 11/10/22 by the customer.
  
  Please accept my response below:
  
  Brightspeed had reviewed the issues or concerns regarding the follow-up complaint submitted by *************
  
  When the previous issue was addressed, one late fee was offered as a courtesy.  However, ************ had already incurred a late fee for not paying his 9/26/22 bill statement.  He then did not pay his 10/26/22 bill statement on time and incurred another late fee.  Therefore, as a courtesy only one late fee was addressed at that time, corresponding to the month he had a service issue.  There was no basis to provide 2 late fee adjustments at that time.
  
  Due to ************ contacting **************** and making arrangements during a chat to receive another late fee waiver, once the account payment was made in December, I am adjusting the corresponding late fee.  However, since the late fee was not adjusted prior to the new bill printing, this caused another late fee.  I am adjusting this final late fee due to this issue, which should leave a remaining account balance of $35.19 due on 1/20/23.
  
  Going forward, no further late fees will be adjusted as the account should now be current if the regular monthly payment is made on time.  If the regular monthly payment is not made on time, the late fee will be applicable.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/13/2023

   
  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. 
  

• Initial Complaint

  Date:10/12/2022

  Type:Delivery 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 internet service through CenturyLink on August 25th. It is now September 18th and I still don't have service. Nobody ever showed up for installation and I can't get any help from customer service. Any number that I can find is the sales department and they say they can't help. They sure took my $65 right quick though.

  Business Response

  Date: 11/08/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  Review of the account records show the customers services were impacted as an additional $15.00 charge was left unpaid in order for the services to be completely activated.  The internet service does not appear to been activated.  Therefore, I have processed a refund of the initial monthly charge for internet service via confirmation #***********.  The refund should appear on the card used to activate the account within 3 to 5 business days.
  
  Regarding returning the equipment to avoid non-returned equipment charges, the modem return can be processed by the customer filling out the return information and following the steps provided at www.Brightspeed.com/returns.  
  
  Brightspeed regrets any issues **************** may have experienced while trying to resolve this matter.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• 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.

  11/2005-9/2022 I have been a customer with Century Tel/Link for almost 17 years. I have asked them to restore my long distance 2009, 2013, 2022, I pay for long distance and have only got the service for the first few years. I spent almost 3 hours on the phone with them on 9/14/2022. They wanted to change my phone number and charge me more than I already pay and lied to me and said I don't have long distance. They finally hung up on me. They said they were in *********. I was past due years ago and have had long distance suspended and have never been able to get it restored. This company is being taken over by Bright Speed very soon. I believe I am entitled to a refund for services not rendered. I would like a refund and my long distance restored. I have paid many years for long distance and not received the service. Very poor customer service. The last guy I talked to even laughed.Acct # *********

  Business Response

  Date: 11/08/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************************
  
  Upon review, our records indicate the customer was not able to call out long distance.  I was able to make an update on the account and now ******************** should be able to call long distance.  As a courtesy, I have adjusted 90 days of the long distance plan charges on the account.  The adjustments should appear on the 11/25/22 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 am paying 65$ monthly for a service i can barely use. I work from home and have my connection dropping continually. It drops so frequent it makes it difficult to do my job, I contact customer support and they claim there is nothing wrong. There has to be something causing the connect to continually drop.

  Business Response

  Date: 11/08/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **********************
  
  Upon review, our records indicate the customer was not satisfied with the internet speed he was receiving.  ************** decided to cancel his internet service with CenturyLink.  (His account records had been transferred 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
  ******************

• 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.

  My internet has kept going out the service agents kept insisting that it was the modem then we order a new modem did not solve the problem. I tried to explain it went out during a storm but since they couldnt see no power outage they kept insisting on it the modem so a week later after getting a modem they trying to say if the wiring on out end we have to pay $90 when we never installed the wiring they installed the wiring and we only had their ********* months. If the wiring didnt even last 6 months it not our fault the wiring wasnt installed correctly. So theyre trying $90 for something they shouldve did right the first time we paid them.

  Business Response

  Date: 11/08/2022

  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 ************* multiple tickets in September 2022 to isolate and fully resolve the issue.   Due to the inconvenience experienced a previous agent provided a full month of out of service credit ($40.00.).  The internet is currently stable and the customer is receiving 100% of the ***** download speed and 500Kbps 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: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 mother call the company 3 weeks prior and set an appointment to have internet service installed in our home .the appointment was set for the 7th on a Wednesday the technician arrives on the 7th and see my dog outside *** cancells the appointment yet stays on the property and speaks with my grandmother we contact customer service and are given the technicians personal number we speak and tell him we are home and he is still on the property and requested he come back to the bottom of the property and do the job. He refuses and says he has other appointments and will be back later that evening to do the job. As the day progresses he informed us that he got behind and would not come back untill the next day . Next day comes and no technician so we call customer service explain the situationand the assure us a technician will be there before the days end and offers to wave installation fees.that day goes by and no technician. We call again .this time escalating it with customer service where a supervisor assures me that a technician would be there next day first priority .next day arrives still nothing friday comes and goes and another supervisors promises monday morning i will have service and that i would be credited my 1st months service for the inconvenience. Monday arrives and still nothing .i was told on 4 different occasions to to not leave my house as to not miss the technician and wasted 4 business days with nothing to show for it with no resolution and wasted time and money .i was hing up on by a supposed 20 customer service rep and was denied the opportunity to speak to a supervisor that has the credentials to make this right and have a technician to me i have lost 4 days of my life and 4 days worth of potential weath because of false Guarantees By multiple members of the company I then proceeded to call the Better Business Bureau and spoke with a representative of 5 years and asked if this was something you handle about she replied yes

  Business Response

  Date: 11/07/2022

  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 installation was completed on 9/27/22.  Due to the inconvenience experienced a previous agent provided a modem credit of $100.00 as well as adjusted the first months internet service charges of $35.00 ($50.00 minus a $15.00 discount.)
  
  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:

  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 been a CenturyLink customer for years. I live where for years there was not internet access. Have been waiting years to get internet. Just found out that a couple months +/- that CenturyLink put in a service box. My neighbors on either side of me have internet and they had to jump through hoops to get it. Spending hours upon hours on the phone and now I'm in the same boat. I call 10 different 800#s speaking to people all over the world that I can barley understand, and they cant understand me. I've waited on these "scheduled calls", taken time out of my day to wait on a call that never comes. So frustrating. I've been told so many different reasons I cant get internet and I can never speak to anyone with any authority. The main one is internet is exhausted in my area. Our repair tech who put in the box said there is plenty of data. Its just something in the CenturyLink updating its records or something with my address. Like I said CenturyLink told my neighbor the same stuff until he somehow got a hold of the right person. I think its a shame that for years we have inquired about internet, been "put on list" and was never contacted about internet availability when the service box was installed. I just want internet that I know is just a error somewhere in the CenturyLink tech side of things. Please fix without giving me the standard, I'm sorry but internet is exhausted in your area. I know that if a router was sent and the tech hooked it up we would be golden.

  Business Response

  Date: 11/10/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***********************. In the complaint ************** stated for years they live where there was not internet access and CenturyLink put in a box. Neighbors on each side have internet and she has spent hours on the phone and advised the internet was exhausted in his area. The repair technician in the area said CenturyLink was updating records. For years he inquired about internet and was not advised when it was available when the service box was installed.
  
  Brightspeed records indicate internet was installed at ************** location on September 27, 2022.
  
  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, 
  Ms. ************;
  Brightspeed 
  www.brightspeed.com 
  

  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: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.

  Agreed to internet service with Centurylink in March 2022, was advised the internet service would be $50 total and agreed to auto draft for the payment monthly, I discovered recently that after the 2nd for 3rd payment Centurylink was no drafting the bill monthly as agreed to and I received a bill for over $300, when I called yesterday to question the bill I was advised for late charges, about $20 per month, for the last 5 months. I was not checking to see if the payment was being taken out of my account since I setup auto pay I assumed it was being taking care of every month. I cannot afford to pay the late charges I can barely afford to pay the monthly charges, I tried to make payment arrangements but they asked that I pay $250 and then the balance a little later. I need my internet as I am unemployed and looking for work, it would be very difficult to look for work without the internet connection. If I am able to keep the service I will be applying for the link up service to help with the internet bill.

  Business Response

  Date: 11/14/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In the complaint ************** stated he was advised his bill would be $50 total and agreed to auto draft and after the 2nd or 3rd bill, he found payments were not drafted as agreed. He received a bill for over $300 and called and was advised of late payment charges included. 
  He was not reviewing the bill since he thought the payment was taken out of his account and he cannot afford to pay the bill.
  
  Brightspeed records pertaining to account ******** indicate the service was installed on February 15, 2022, and the only payment received was on March 22, 2022. ************** called multiple times and was advised he was on autopay and payments were not received. His account was changed to paper bill per his request in August 2022. After no additional payments were received, the account was suspended for non-payment on September 1, 2022,and completely disconnected on October 20, 2022. Late-payment fees have been removed and the balance due is $334.06 for service charges only.  Once paid, ************** will be able to re-establish service.
  
  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, 
  ***********************;
  Brightspeed 
  www.brightspeed.com 

• 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.

  We have had this DSL internet service for 9 years. The first year we had 4mb of download. After the first year it dropped to 3mb. THIS IS ******************* CRAP! We have been told repeatedly over the years that they were going to update the service, but nothing has changed. I have seen the underside of the posts along the road, and they are A MESS! Almost every time we have a hard rain, the sevice gets bad. This service is way outdated. We are in the country, so we have no other feasible alternative. This company is WAY behind on what it is offering. Spectrum is just a quarter of a mile up the road and has 300mb, but they will not run service out here. Our service is regularly in and out, and currently has been on and off for 2 weeks. And they say it will be another week before a technician can get to our area! At this point it is going out every few minutes. Being out here we have no cable, so streaming or air is our only tv source, and with no reliable internet, no streaming. If this company cannot keep up with today's standards, then they need to get out of the business! Internet is no longer a perk, it is an essential, and there is no reason for this kind of slow and unreliable service in this day and age.

  Business Response

  Date: 11/11/2022

  November 11, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************. In his complaint ************** states claims that his internet service does not work correctly and is very slow. This issue is showing as resolved as ************* has cancelled his Brightspeed services.
  Brightspeed regrets any negative experience regarding Mr. ****** troubles with his internet service. Our research shows ************** had reported troubles with his internet service three times in the year 2022.The last repair ticket was cancelled by the customer himself and was not worked by a technician. The previous two times the service was repaired within a weekstime. His account has been credited for the times without services. The inside protection services the customer had been for inside wiring and computer protection. This did not cover outside repair as they are no cost to the customers. The account has been credited for all time lost without service. No additional credits are due.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ***************************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 11/15/2022

   
  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. They have repaired the connection point and have installed a new containment post. I have not, however, cancelled my Brightspeed services, as stated in the response from them.
  
  Thank you. 
  

• 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.

  CenturyLink tried to take money a day early and caused my account to be charged 5 different times, 5 non-sufficient funds fees. I had made a payment arrangement with the company to pay half of my bill on September 9. September 8 is the day in which I found out that they tried to take the money 5 times, effective date September 6, post date September 7. I am -$59 due to this situation. I am now unable to pay them anything because I am in the negative, due to their negligence, and they also tried to take money when I wasnt even subscribed to automatic draft.

  Business Response

  Date: 11/12/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************************* on behalf of ****************** account. In the complaint ************************ stated CenturyLink tried to take money a day early and caused her account to be charged five different times with five non-sufficient feels. She made an agreement to pay her bill on September 9th and September 8th is the day she found out that CenturyLink tried to take the money five times and she was -$59 due to the situation. She stated CenturyLink tried to take the money when she was not even subscribed to automated draft.
  
  Brightspeed records pertaining to account ********* reflect the payment the customer made of $57.00 was not an automated draft, it was a payment submitted by the customer. The payment per the records the customer provided attempted to clear twice, the other drafts were from two different companies. The customer submitted the payment. This account does not show automated draft set up.
  
  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, 
  ******************
  Brightspeed 
  www.brightspeed.com