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:

  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 trying to discount one of phone lines with Century Link and they are high jacking me to increase payment for service to the phone line that I have had for 42 yrs for which I pay ***** for landline and ***** for internet service.They won't discount ************ till I agree to pay a higher bill of $89.98 for services for ************. I currently pay $64.94 for ************,They would not connect with business office in *************. Why would Century Link I would pay them more money for one phoneline that zi have had for 42 yrs.?? They should be able to make you agree to pay higher fees just because of changing services.I have spent hrs on the phone trying to services restored and I am still having issues with phone service. Why would I pay more!

  Business Response

  Date: 11/10/2022

  ************************* has this complaint and will respond by November 30, 2022

• 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.

  ****** came out to my neighbor's home to set up a gas line. They did a clean dig but cut the main phone line/internet line for my home. I have been trying to contact Centurylink about this because I do not have internet and it is costing me money. ****** did contact them and let them know but I have yet to have them come out and fix anything. It has been several days.

  Business Response

  Date: 11/11/2022

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

• Initial Complaint

  Date:10/12/2022

  Type:Billing 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.

  7-19-22 Called Centurylink to have our internet service moved to a different address.7-20-22 Was charged $311.95 to purchase a modem and pay other fees associated with the move of service and scheduled an install on 7-30-22 7-30-22 Drove 5 hours to meet the installation tech as this is a second home. Work was scheduled between 8AM and 5PM. At **** PM the tech had not arrived and I called Centurylink again to confirm the appointment. Was told the tech would call me within the hour.. The tech did not call or show up for the appointment. Did not receive any notification or explanation from Centurylink 8-6-22 Was charged $49 by autopay for internet which had not been installed 9-10-22 Was charged $49 by autopay for internet which had not been installed.We have had multiple phone calls over the past 2 months, some taking hours, to get this account cancelled. Centurylink refuses to refund our installation fees and also refuses to stop the monthly internet charges for a service that has NOT been installed.

  Business Response

  Date: 11/11/2022

  Brightspeed will respond to this complaint by November 30,2022

• 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 trying to port out a phone number away from CenturyLink since 8-14-2022. I have now tried to port it to two different companies and both have been unsuccessful. I have called CenturyLink numerous times and have been provided different info each time. I have filed a FCC complaint and that has been unsuccessful so far with Centurylink stating my port would be complete on 9-16-2022, but that did not happen. I have tried to call and have emailed ************************* with CenturyLink FCC department, but she won't return my call or email. The phone number of the account is ************. The account holder is ***********************. I, ***************************, am an authorized user. The account number is *********.

• 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 called because my internet is not working ,they told me I have no service with them and I have been with them 4 years and paid monthly I was told a tech was coming out for 2 days no one showed up at all,I was at home all day . They have give me the run around , disconnected calls and never called back to help resolve this issue .I gave them my account number and modem number and got a text message the tech needed to get inside and could not that is a lie , I was at the residence all day no one came . I called them back today and the issue has not been resolved , when the call gets disconnected they do t bother to call anyone back . I have kids in school that need the internet . I have been hung up on my agents no one calls back. They send message when a tech will arrive and when I check there has not been a tech schedule to come . All I get is shuffled around by transferring me off to someone else . I pay these people for service that I am not getting at all . When I ask if I dont have service why do I get a bill monthly no one can answer that question . I sat home 2 days waiting on a tech that never showed up to fix anything. I told them I need a specific time for a tech to be there today , the call was cut off with no solution I still have no concrete appt time to meet a tech at my house no have they made a return call to me

  Business Response

  Date: 11/11/2022

  Brightspeed will respond to this complaint by 11/30/22.  

• 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 have called CenturyLink to come out and check my telephone. This is been ongoing for one year. We call CenturyLink call center and they give us a ticket number. But no one ever comes out. We have called and put in five ticket numbers. I need someone to come fix my phone. I should not have to call five times and each time I call back to ask why I have not been contacted, they tell me that there is no ticket number. I have tried very hard to resolve this issue so now I have no other choice but to contact BBB.

  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 she had called CenturyLink out to check her telephone line that had been having ongoing trouble for a year.
  
  Brightspeed records pertaining to account ********* found one repair ticket on September 15, 2022, and cleared on September 16, 2022, by fixing the outside cable which had been damaged. The prior repair ticket was June 2021.
  
  Information provided by **************** will be reviewed. Brightspeed repair and business office can be reached at ************ or www.brightspeed.com.
  
  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 
  

• 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.

  Appointment to install service on 09/19/2022 between 11am-3pm. No show by company. Had to call in to find out they moved my appointment to 10/03/2022. I have been waiting 10 days for this service to be installed and it is imperative it gets installed asap.

  Business Response

  Date: 11/11/2022

  ****************** will respond to this complaint by 11/28/22.  

• 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 acting on behalf of my mother in law. We canceled her account with CenturyLink in May 2022 her name is ************************* account number *********. They have continued to send bills to her every month even after I have, every month, called them and explained we no longer have an account with them and every month they agreed and told us not to worry about it but then send us a bill anyway. The last one was for .04 cents I called they said once again not to worry about it then sent a bill for $16 as a late fee for the 4 cents. It has been 5 months of this with no resolution. The last time I talked to them for the 4 cent bill I told them if it happened again I would contact the BBB to let them know that CenturyLink is harassing us for money we dont owe. Now they are giving her late fees that could actually affect her credit score. Please advise them to stop sending us bills.

  Business Response

  Date: 11/11/2022

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

• 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 used to reside at *******************************************************************. Where I had centurylink set up service for home phone and internet. Being it was in a very wooded rural area there was only two cell towers so thats why I needed home phone. Internet was not so good there so I need more wattage to handle my security alarm system. So I asked Centurylink to send me another modem. So when me and my family tried to connect it, it would not work in the phone ***** So I was never able to use it. Come to find out the landlord did not tell me that the home had structural and electrical issues in the home. I had to hire outside help to determine the problem. So in the meantime I never ever used the second modem. So I returned it to century link. So months later I noticed why is my bill so high, I couldnt figure it out. Centurylink continuously disconnected my services because I couldnt afford to pay. Unbeknownst to me they where still charging me for the other modem/service. So I was paying for two internet services/two modems. Even though I was only using one internet service/one modem. I called in to centurylink and started asking fact finding questions. Low and behold centurylink was charging me for the second internet service/second modem even though I returned the never used modem. I spoke to representative ****** on 02/01/2022 to stop services for the second device #********** I was charged for the second modem August 2021- $88.50, September 2021-$64.00, October 2021-$64.00, November 2021-$64.00, December 2021-$64.00 January 2022-$64.00 Totaling $408.50. All of which I was overcharged for (Second Modem/Internet) Never used and returned. Representative ****** explained I would be refunded within 30 days after I spoke with her. I moved out of the home due to the home being inhabitable. I updated my new address. I had a balance I did not pay. That is $242.91. I returned my first modem for my main internet(I did use) on Tuesday March 15th, 2022 at 3:31pm.

  Business Response

  Date: 11/15/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************. In the complaint **************** stated she contacted CenturyLink for a new modem and later found it was the electrical issues.She returned the modem and six-months later noticed her bill was high. She called and found they were billing for two modems and internet. She was told she would receive credit for the charges. She canceled the service and now this account is with the collection agency. She requests Brightspeed to zero out the balance and remove credit reporting.
  
  Brightspeed records indicate an additional internet and modem was installed on July 9, 2021. The additional modem and internet charges were removed. A credit adjustment was applied for the late-payment fees and internet and modem lease which were not paid.  Removal of the account from outside collection and credit reporting was submitted.
  
  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 

  Customer Answer

  Date: 11/17/2022

   
  I am rejecting this response because:
  I dont understand what Brightspeed is saying?!? The company still owes me money a difference of $116.00. I returned both modems to centurylink. I broke down all the fees in the initial complaint of what I overpaid. My last bill is all I owed to Centurylink. Centurylink owes me $408.00 so what I was saying was I owe them $292.00 for my final bill. They can take the balance they owe me to clear out the $292.00 balance. Then refund me back the difference of the $408.00. So credit $116.00 back to me in a check form through the mail at my home address **** ********* ***********************. As long as my credit will not be affected. Then I will agree. Thank you so much!

  Business Response

  Date: 12/12/2022

  **************************; Consumer Complaint #********
  
  Brightspeed received the additional information provided by ***************************. **************** stated
  I am rejecting this response because:
  I dont understand what Brightspeed is saying?!? The company still owes me money a difference of $116.00. I returned both modems to CenturyLink. I broke down all the fees in the initial complaint of what I overpaid. My last bill is all I owed to CenturyLink. CenturyLink owes me $408.00 so what I was saying was I owe them $292.00 for my final bill. They can take the balance they owe me to clear out the $292.00 balance. Then refund me back the difference of the $408.00. So credit $116.00 back to me in a check form through the mail at my home address ***********************************************. As long as my credit will not be affected. Then I will agree. Thank you so much!
  
  After review of the records and charges, Brightspeed found no call or request to cancel the additional internet until February 1, 2022. There was a call stating the modem was returned, however, the internet was not canceled. When **************** called to cancel the internet, she received three-months credit for the six-months of charges. I am including an itemization of the bills back to July 2021 which reflect the unpaid balance, payment received, current charges and credits given. Due to Ms. ******* payment history, she was billed late-payment charges often and received credit for them.
  
  The additional internet was installed on July 9, 2021, and the cost was $49.00 plus $15.00 for modem lease
  She was billed on the Aug, Sept, Oct, Nov, Dec, and January bill for the additional internet and billed for the leased modem on the Aug, Sept, Oct, Nov & Dec bills. She received credit for the modem lease charges of $78.15 on the December 6, 2021 bill. She received $147.00 for three months of internet service on the February 6, 2022 bill. **************** was not charged for an unreturned modem on the main internet service.
  
  Without the additional internet, **************** would have been billed $100/month plus taxes, fees, and late charges. She also had unpaid charges from the June 6. 2021 bill of $100.00.
  This is a total of $900.00 plus taxes, fees, and late charges.
  
  Payments received during August 2021 (for July charges) through February 2022 total $971.10.
  
  Credit given for the final bill of $147.00 for the additional three months of internet, for $64.00 late-payment charges and the remaining $31.91 courtesy credit.
  
  Bills were delivered monthly, and **************** called often for payment arrangements and never mentioned the disputed charges therefore no order was issued to remove the service prior to February 2, 2022. The itemization below breaks down the charges and **************** can request copies of bills if she is unable to access online.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
    
  ****************************************** Brightspeed 
  www.brightspeed.com 
  
   

  Bill Date	Previous Balance	Payments	Current Charges	Total Due
  7/6/2022	$242.91	$0.00	$162.60cr	$80.31	Inc $64.00 late payment charges credit
  6/6/2022	$242.91	$0.00	$0.00	$242.91
  5/6/2022	$242.91	$0.00	$0.00	$242.91
  4/6/2022	$242.91	$0.00	$0.00	$242.91
  3/6/2022	$210.91	$0.00	$32.00	$242.91	$32.00 Late payment charges (LPC) Service disconnected 2/23/22
  2/6/2022	$316.77	$100.00	$141.14	$210.91	$147.00 credit for 3 months of additional HSI at $49/mo plus credit for $32.00 LPC Addl HSI removed 2/1/22
  1/6/2022	$502.82	$301.10	$158.14	$316.77	$54.18 courtesy credit, $30 LPC credit and
  12/6/2021	$600.34	$210.00	$190.63	$502.82	$32 LPC credit, $78.15 modem credit Modem charges removed
  11/6/2021	$470.15	$30.00	$160.19	$600.34	$2.50 credit adj for convenience fee
  10/6/2021	$527.64	$170.00	$157.41	$470.15	$45.00 goodwill credit
  9/6/2021	$480.92	$160.00	$206.72	$527.64	$30.00 LPC credit (New internet $49 + $15 svc/modem)
  8/6/2021	$241.67	$0.00	$239.25	$480.92	New HSI added 7/9
  7/6/2021	$257.54	$157.54	$141.67	$241.67	$85/HSI + $15/modem plus late fees

  
  

  Customer Answer

  Date: 12/12/2022

   
  I am rejecting this response because:
  From July 2021 to January 2022 they overcharged me and I had already returned the second modem even calling in numerous times to make sure they received it. The fact that they put me and my children in danger constantly turning my service off causing my alarm system to prompt police to come out because I could not shut it off without the internet service being on it appalling. I am outraged by how this company can insinuate that I dont pay my bills on time. So since we wanna make it seems as if Im making up a story her you go BBB this is a government document showing I have a complaint against my previous landlord at ***************** for not divulging the structural mold and electric issues. As to why I was unable to use the second modem/internet service because all of the phone jacks in the home were not up to code and Im working order! I will NOT allow anyone to defame my name as if I dont pay my bills on time. Thank you BBB for trying to help I just need my truth heard.

  Business Response

  Date: 04/14/2023

  The additional internet was installed on July 9, 2021, and the cost was $49.00 plus $15.00 for modem lease monthly. The account billed for the additional internet and leased modem on the Aug, Sept, Oct, Nov, and December bills and for the internet only on the January 2022 bill. Credit was given for the leased modem of $78.15 on the December 6, 2021 bill. The customer then received $147.00 for three months of the additional internet service on the February 6, 2022 bill. The final bill was $242.91 and Brightspeed provided credit for $147.00 for the additional three months of the additional internet, $64.00 for late-payment fees and the remaining $31.91 was adjusted as a courtesy bringing the final bill to a zero balance. **************** was not charged for an unreturned modem on the main internet service.
  
  Without the additional internet, **************** would have been billed $100/month plus taxes, fees, and late charges. She also had unpaid charges from the June 6. 2021 bill of $100.00.
  This is a total of $900.00 plus taxes, fees, and late charges.
  Payments received during August 2021 (for July charges) through February 2022 total $971.10.

  Brightspeed does not find any additional charges are due or any credit owed to ****************. Information provided by **************** shares the service issues were due to the electrical issues and not caused by CenturyLink or Brightspeed.

  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
    
  *********************************************

• 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 century link about issues with my service cutting out. They said there was an issue at the main box, and they would put in a tech service report. The issue was resolved, and they told me a tech wouldn't be coming out to my address. The next day a tech showed up, and there was an issue with my line. He ran a temporary line. They placed a speed reduction on my address, and said it would be removed when the permanent line was buried. I have contacted them since the permanent line was buried and they are trying to force me to upgrade to get better speeds. I had 72mb download speed before the tech came out and now I have 17mb. They keep saying it's my fault, and I am getting what I had before. According to their own speed tests I am not. I have less pulling on the network now than before. Each time I have asked to speak to a manager they shut off my chat or my call gets dropped. This has happened six times. I shouldn't have to pay more to get the service I had before their tech showed up. They are now consistently blocking me from getting any help at all. I have removed all devices from the network besides my phone and I still get them saying that I am using to much bandwidth for one device, and I should upgrade. They continually give me the run around and when I ask them to stop they crash my chat. I have a right to have the service I am paying for. Especially since the service was better before they "helped" me with my service. If a tech comes out my service should get better and not significantly worse.

  Business Response

  Date: 11/02/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************  In the complaint, **************** stated she had a repair issue and the technician ran a temporary cable.  She had a speed reduction and wanted CenturyLink to complete the job and quit trying to offer her a faster speed. 
  
  CenturyLink records indicate a repair ticket was called in on August 24, 2022 and completed on August 26, 2022 with a temporary drop placed due to a defective cable. The permanent drop was placed on September 20, 2022.  **************** has 80Mbps speed and at the time of the review, she had 13 active devices.
  
  Bandwidth is provided on a per-line, (not a per-device) basis. The bandwidth allowed on each line is available up to that speed. Speeds could vary due to the number of devices connected and the time of day. The bandwidth available to each device ************************ to the network will vary depending upon the number, type and configuration of devices using the service and type of use (e.g., streaming, media) among other factors. Thus, there are no guarantees or representations related to download or upload speeds. The internet disclosure information can be found at https://www.brightspeed.com/aboutus/legal/consumer/internet-service-disclosure/full-version/.
  
  Brightspeed acknowledges the customersconcerns and apologizes for any issues or inconvenience that *** have been experienced.  It is important to report trouble as it happens, so it is documented. Contact Brightspeed repair and business office at ************ or www.brightspeed.com.
  
  Thank you for allowing Brightspeed the opportunity to address this issue. Please do not hesitate in contacting me if I can be of further assistance.
  
  Sincerely, 
  Ms. ************;
  Case ***************************************** ****************** 
  www.brightspeed.com 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18034536
  
  I am rejecting this response because:
  I have been informed that there is a difference between thru speed and connected speed. We may be connected appropriately, but our thru speed has dropped since the fix. The main office in *********** has been having issues due to outdated equipment that will not be fixed until they put in fiber. Which I have been informed will be in a few years.

  I am paying for a thru speed to match my connected speed which it has not been since the fix. My thru speed was in the 70s and now it is in the teens. If I have to maintain my equipment, shouldn't you all?

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