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 move into my home that I purchased on 8/12/2022. My husband ordered internet services through century link a few weeks before our closing date. The installation date was 8/15/2022. My husband and I took off work to sit and wait for the cable guys to show up to install our service all day. We even had a confirmation voicemail stating they were definitely coming between 8-5 on 8/15. While driving to my house I called to confirm that they were in fact coming and ***** from Century Link confirmed and stated that we might want to give them until 7pm because they are very busy but they are for sure coming. We waited...nothing. So I called them again after 5:00pm that day and another century link representative told me that they had cancelled that installation because of some kind of technical issues. They never called, emailed, text us or anything. She told me that this technical issue would be resolved within ***** hours. I called back the next day and was talking to someone else completely and they had no clue that there was an issue and they couldnt even find that there was an issue and did not see any type of installation date and account for me. Then they found it and realized it was a small business account. I had already explained to them that this was not a small business it was my husband and I working from home for different companies. I had multiple people tell me oh you are right it's not a small business and multiple people transfer me to the small business department and tell me that there is nothing they can do. I have been on the phone with century link for probably about 12 hours trying to sort through this mess and there is no end in sight. They have no resolution or installation date. Now, I do have fiber trenched in my yard per the sellers that I talked to face to face and they told me that it was trenched in december 2021. I can not get them to provide me service. They continue to cancel appts. Please reach out for more info.

  Business Response

  Date: 11/03/2022

  November 3, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************************** regarding internet services not being installed and technicians not showing up. She states that her order was cancelled for a technical reason and that she has fiber trenched in her yard.
  As of October 3, 2022,************** is a Brightspeed customer. ****************** regrets any issues ************** experienced getting her internet set up. Notes indicate that fiber internet was not available at the location and so appointments were cancelled, and technicians did not show up.  The issue was escalated and account PPB03930989 was set up with 940 Mbps internet October 14, 2022.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• 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.

  As of 8/10/22, we entered into an agreement with Lumen for internet for our business. The salesperson told us it would take 30 business days to get the equipment in and get up and running (Lie #1). All the wiring is there as this is an existing business that had JUST disconnected service. We received an email on 8/12/22 saying the commit date is in January 2023. We then contacted the salesman to see if we could get DSL to get us by since we open in early October, and he said, "sure, no problem". When we questioned where the paperwork was to sign to get DSL, he said it isn't available, and since that point has ignored our repeated calls and emails (Lie #2). We are emailing Lumen daily now for any information because we haven't gotten any word on anything since 8/18/22. They keep replying saying they have to send people out to check the entry point connection, inside cabling, then order equipment and activate service. As of today, 9/6/22, no one has reached out to schedule an appointment. Someone came by in August to take pictures, but there was no follow up from that. As far as we know no equipment has been ordered. We cannot open our store until we have internet, and unfortunately, Lumen is the only company with fiber in the area. We just want them to come do their job and activate our service, or at the very least have an actual person contact us to ease our concerns.Case #O-00137901

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  As of October 3, 2022, **************** is a Brightspeed customer. ****************** appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************** regarding the delay of her business service installation. She indicates that they received an email on August 12, 2022 that indicated the commit date is in January 2023. She is requesting service earlier.
  Brightspeed regrets any delay in the installation of Ms. ******* business services. The business escalation team was engaged to review and resolve the customers issue. They determined that when the order was placed, the system automatically set the due date for after the beginning of the year to allow for field work, pre-grooming,installation, and contracts to begin. The issue was escalated, and a technician was dispatched to the location to survey the previous lines and to see if the new service could be installed using the existing service. Once that survey was completed, the order was able to be expedited and pushed through. The customer was then sent the equipment and an install order was set for October 6, 2022.The customer confirmed that they have been in contact with the tech and that they have advised that there should be no issues in installing the service and getting them online by the end of business on October 6, 2022.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 

  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• 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.

  No internet service for weeks. Called numerous times. No problems with our equipment or lines. They say they are waiting for parts for services for there problem. Keep adding to our bill. Just have been no resolution to the problem. Have medical issues in the household that the internet is used for. Very dangerous situation. And there are no other alternatives for other internet. There was no warning ahead of time for this issue.

  Business Response

  Date: 10/19/2022

  October 19, 2022
  
  As of October 3, 2022,****************** is a Brightspeed customer. ****************** appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************* regarding having no internet service for weeks and no warning ahead of time for this issue. She says they say they are waiting for parts for services for their problem and they keep adding to the bill with no resolution to the problem.
  Brightspeed regrets any service issues experienced by *************************. There was an area outage that affected her service as well as others in the area. Service has been restored and credit was applied 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:10/12/2022

  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 had internet thru ************************ (****, **) their rates kept rising; I switched to CenturyLink in January 2022.I paid $300 on January 5th to set up service and $74.94 on January 13th,June 3rd,July 3,August 3,and Sept 3rd.When they set up service they sent *************** to my house to set it up-*************** changed one cord in the house.Nothing else changed.I kept my same router that I owned and all *************** equipment.On September 29th we had a new roof put on our house so the satellite dish we had for internet had to come down. I called,CenturyLink,on September 30th to get the internet recalibrated so it would work.I spent 2 hours on the phone this evening explaining to at least 7 different individuals/departments that I needed a technician to come out to get the internet working again. They said they scheduled a technician out the next day between 8a-12p.When that technician didn't show up I called to make sure they were still coming. I was told I didn't have an account and they didn't provide that type of internet so no technician could be order. I spent 3 hours on the phone, 1.5 hours on live chat--- the live chat agent said I needed to cancel the service I had currently and open a new service because even though I had an account number and proof of payment they didn't provide satellite internet.(and they were charging me for a modem they didn't provide-it was all on autopay) I again just asked for a technician to come out at that time, because I agree it is unusually in my area all my neighbors have it thru the phone line. Centurylink confirmed this.Yet, I called again the following day (22nd) after 2 hours again on the phone switching to 15 different departments I finally asked for them to disconnect the account so I could just reorder it.The account was closed. When I called back to install new service they no longer provide any internet to my address and *************** want 5 times the amount I was paying to use- these are the only 2

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************** regarding ************************ whose rates kept rising; so,she switched to CenturyLink in January 2022. She says she paid $300 on January 5th to set up service and paid $74.94 on January 13th, June 3rd, July 3rd,August 3rd, and September 3rd. She says when they set up service, they sent *************** to her house to set it up and *************** changed one cord in the house and nothing else. She says on September 29th they had a new roof put on the house, so the internet satellite dish had to come down and she called CenturyLink on September 30th to get the internet recalibrated and spent 2 hours on the phone explaining to at least seven different individuals/departments that she needed a technician to come out to get the internet working again. She says the technician never showed up and she was told she did not have an account and they did not provide that type of internet so no technician could be ordered. She says she was told the account was closed and that they no longer provide any internet to her address.
  
  Brightspeed regrets any issues ************** has had with her internet service. No active account was found for Brightspeed (previously CenturyLink). She would need to reactivate her account before a technician could be dispatched. Brightspeed cannot address any issues regarding *************** internet service or billing.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  Sincerely,
  
  *************************
  Executive Office Case Manager
  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18137702
  
  I am rejecting this response because: Clearly they didn't listen to my response.  I spent over 8 hours on the phone for 3 days and couldn't get a technician to be sent because my account wasn't showing active even though Centurylink (now Brightspeed) was charging me.  I can not reactive a service because once again when you call the Brightspeed customer service number they tell me internet is not available at my address.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/11/2022

  Good afternoon,
  
  ******************* will be the Case Manager assigned to this issue with 12/10/2022 as the completion date for research and resolution.
  
  Thank you,
  
  Brightspeed Customer Advocacy Group
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ****************** 

• 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.

  Our internet keeps going out and they sent a guy out to figure out what was wrong. their own policy says that anything outside of the house is their responsibility, not ours. They ended up replacing the cable from the pole to my house and they are trying to bill me $300 to bury it. They have since cut my service because I refuse to pay for something that is clearly their responsibility.

  Business Response

  Date: 11/11/2022

  November 11, 2022
  
  As of October 3, 2022,****************** is a Brightspeed customer. ****************** appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************** regarding his internet going out and the technician dispatched ended up replacing the cable from the pole to his house and they are trying to bill him $300 to bury it. He says they have since cut his service because he refused to pay for something that is clearly their responsibility.
  Brightspeed regrets that ****************** was billed the drop charge in error and that service was cancelled as a result. Although a drop charge *** be billed on a new installation where there is no drop wire, it is not billed on repairs. The complaint has been forwarded to the order team who will reach out to the customer to assist with a new order.
  ****************** acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• 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.

  TT: ******* at Century Link concerning posting two late charges to our account when both monthly payments were mail. Mailed May 3rd,2022 through ************** one payment in full and mailed June 3rd, 2022 next payment in full. Century Link put late fee of $32 for each month total $64 but this was not correct because when I called to complain ******* told me both payments posted on same day, which is NOT correct due to being mailed month apart. Gave her dates payments mailed and check numbers, then she blamed ************** for being late on delivery which is just an excuse they used to cover up Century Link error in not posting payments in timely manner and charging late fees to customer when the payments where IN THEIR OFFICE but Century Link neglected to post. I feel this is bad business and fraud. I ask to speak with manager, didn't get to talk to manager but the late fee of $64 I was told would be adjusted off my bill. If Century Link is doing this to me, I'm sure they are doing this to other customers.

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  As of October 3, 2022, ********************************* is a Brightspeed customer.Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************************. In her complaint ********************************* is disputing late payments billed on her account. She says she was told both payments posted the same day, but they were mailed a month apart.
  Brightspeed regrets if ********************************* was billed late fees in error. Records indicate that two payments were received on July 19, 2022. Payments are processed automatically when received; it is unknown why the earlier payment was not processed earlier.Credit was provided for the late payment charges billed in June and July.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• 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.

  Service was set to be installed at a new construction build. I had initially talked to CenturyLink before they broke ground to ask if anything would need to be run to the house. They said no. When we got closer to move in, they said a tech would need to come out and run a line, costing us $300 plus a $90 tech fee. I complained and the tech fee was waived. The tech did run a line but that line was never buried. An appointment was set up to finish install. No one showed up. Another appointment. No show again. That was 2 days off of work, no notice given as to why, and no apology. On the third attempt, a tech finished install, said it would cost $300 and the tech fee was not waived. They also left the cable to be buried again, this time with a huge splice in it that was shoddily repaired. I want the line rerun correctly, and all the install fees waived. We have wasted hours and hours of time waiting for service, on the phone, on email, etc trying to get this resolved.

• 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.

  We had a storm in June that ended in trees being down and the phone/ internet cable being destroyed. Multiple complaints have been filed with a CenturyLink and they at first said they could not get the correct cable to repair the issue, then it turned into they didnt know if or when they could make the repairs. A temporary repair was done at the end of July, 1 August. The cable is laying in the grass, by the road, and runs across two driveways. No permanent repairs have been done nor has anyone attempted to bury the correct cable. Our household and our neighbors receive bills each month for services we are not receiving. CenturyLink does adjust the billing, but no attempts at giving us the service we have signed up for have been made.

  Business Response

  Date: 11/08/2022

  November 8, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************** regarding service issues after a storm that destroyed the phone and cables. She indicates that multiple complaints have been filed with CenturyLink and eventually a temporary repair was done at the end of July;however, the cable is laying in the grass, by the road, and across two driveways. She indicates that no permanent repairs have been done and the cable is not buried.
  As of October 3, 2022, ************** is a Brightspeed customer. ****************** regrets the delay in getting the service issues resolved. A technician was dispatched September 12, 2022, to restore service, and the complaint was escalated to the area supervisor to advise him that the cable needs to be buried. He responded and advised that this was a main cable and not the customers drop. He indicated that the cable was replaced and spliced, and that the issue is resolved.  
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  
  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed
  

• 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 been a century link customer for over 15 years. I had a internet/phone plan, the price kept rising but the speed kept getting slower. Beginning in 2022 the internet kept going off completely, I called numerous times, a rep said my router was out of spec but it was the same one issued by centurylink. They kept charging me for no service 100$ a month and were supposed to be restoring my internet. After several months of no internet I switched to another internet plan. Centurylink then started billing me for a new phone line I did not sign up for. I want refunded for *** onward from centurylink

  Business Response

  Date: 11/11/2022

  Brightspeed will respond by 11/30/22

• Initial Complaint

  Date:10/12/2022

  Type:Order 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 husband and myself purchased land at *************************************************************************** where we are trying to build a home. We contacted the ** State *** in ********* **. They came out to put in the pipe for our driveway and could not install because of a line owned by Century Link. Century Link states that the job would be a very large job to move. The land has always been pasture land. I am sorry that its a large job but, it needs to be done .There have been a couple meetings out there. The first one was with a Century Link personnel and *************************** ** *** local department in ********* **.. The second meeting was with ** *** ********************************* **************) , a NC *** supervisor, a ** state engineer and ************************* *************) from Century Link. They are going back and forth as to who is going to pay for this. It was even mentioned that my husband and myself pay . I dont feel like its our responsibility the line is located on state property and we dont receive compensation from Century Link. The *** guys were very through and didnt cut their lines. I dont think the ** state *** is responsible to move these lines. All I want is for their lines to be relocated so we can have a driveway. Now neither side will return my call at this time. Thanks, in advance for any assistance you can help us with. ***** and *************************** *************).

  Business Response

  Date: 11/11/2022

  Brightspeed will submit a response by 11/30/22.