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 have asked Century Link to port my phone number ********** to Spectrum to bundle with my cable and internet. They have repeatedly told me my number "if frozen" but they have done the necessary procedures. However, upon contacting Spectrum in finish this deal they try and find my number is still frozen. This contacts have been made over a period of 3 weeks preceding today, Oct. 4, 2022. I ALWAYS get a person who puts me and/or my daughter *************************, on hold for usually for at least one hour only to find out from Spectrum that my account is STILL frozen. I feel Century Link is either an inefficient or untruthful business. I assume I am being forced to go through this so that I will eventually stay with Century Link. That I will not do. I hope someone can look into this matter and help me with this phone problem.

  Business Response

  Date: 11/14/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  Upon review, our records indicate **************** also filed the same complaint with *** team.  The customers concerns noted in this complaint have already been addressed through the *** case.
  
  Records indicate there was a local freeze on the account that was preventing the port. The freeze was removed 10/7/22 and the number was ported 10/14/22.
  
  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 have been a century link customer for over 5 years. And never had issues with internet. I started having problems end of august, due to missing payment. Every time I called it was something different. I requested a payment history several times and I have yet not received a payment history and I was told they could not send it to me via email. I have paid my account up to date, and I have no internet. Every time I call they said the internet is fine while my devices show otherwise. I asked for a technician, but I was told I had to pay out of pocket because ion their side it shows fine. I have screenshots where I try to chat and was told one thing. Then I called and it was another thing. Bottom line is that I dont have internet and they will not fix it. I am paying for a service that u cannot use.

  Business Response

  Date: 11/14/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************  The billing on the account is current.  The balance due is $0 as of the 11/2/22 bill statement.
  
  Brightspeed records indicate the internet line is currently provisioned at over 100% of the full purchased rate of up to 10Mbps download speed and 768Kbps upload speed.  The network statistics show the line is very stable.
  
  The primary issue affecting the internet experience is bandwidth over-utilization.  No internet upgrade is available.
  
  We show that there are up to 33 registered devices on the home network, with 10 currently connected wirelessly at the same time.  Factors which could cause intermittent service or slow speeds are bandwidth overutilization (given the multiple devices online and bandwidth usage) or WiFi interference.  Brightspeed does not support the WiFi connection.  Our High-Speed Internet Subscriber Agreement advises bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device ************************ to the network will vary depending upon the number, type and configuration of devices using the service, and the type of use (e.g.,streaming media), among other factors.
  
  We apologize for any issues related to the internet service being experienced. We recommend reducing the number of devices accessing the internet at the same time as this will have the most impact on providing a better internet experience.  More details can be found at https://www.brightspeed.com/help/internet/troubleshoot-slow-internet/, especially under item #2.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• 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.

  World Cat signed up for a 1 gig network back in May of 22, it has been 6 months with no resolution causing my company issues when upgrading to new technology that requires faster internet speeds. Because of this neglect we have had to postpone several major upgrades that cost several thousand dollars of equipment now just sitting idle. How can I get this escalated to get what we had signed up for?

  Business Response

  Date: 11/18/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************** on behalf of World *******. In the complaint ******************** stated World Cat signed up for a 1G network in May of 2022 and purchased equipment for the upgrade and is requesting this order escalated.
  
  Information provided by ******************** has been sent to the escalation team to check into and help get the service installed. I have requested ******************** contacted with updated information. I will be following up until the issue is resolved.
   
  At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
   
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
    
  Sincerely, 
  *****

• Initial Complaint

  Date:10/12/2022

  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.

  Our service continually goes down. The company has fixed this issue several time resulting in a week or more without service. They refuse to actually fix the underlying problem that seems to reside in their programming. Techs (with one exception) often do not show up or try excuses without diagnosing the problem. One tech tried to blame a new modem as having been hit by lightning despite it being new in box and in a closet. Im not exaggerating. For the second time in a week we are down and despite knowing its on their end, the reps online insist on a visit. Requiring someone to be home when the tech doesnt have to be here. We have lost several days work having to sit and wait. We also lose productivity because we cant work from home when we are here. The issue is in their programming provisions for our account. When power is lost here or the switch our service does not recover. They have been told this but do nothing to fix it. This company, under any name, CenturyLink or Lumins should be avoided at all costs. They care nothing for the customer, the ignore us and do not fix their aging infrastructure.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ********************* regarding service issues.
  Brightspeed regrets service issues experienced by ****************. Repair records indicate **************** also contacted Brightspeed **************** and the *** for the same issue. The **************** Analyst was in constant contact with customer directly until completed.On October 11, 2022, **************** sent a note stated that the technician returned,and he was back in service. On October 11, 2022, credit was applied in the amount of $50.00.
  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.

  This company is absolutely destroying rural areas, they are the only company who will go even a mile off city streets and they only do that cause they know they have every single person by the ***** who is forced to choose theyre service. They offer the slowest speeds available to rural areas? Sounds like they are sure not abusing any pathetic business methods and are helping the communities who need them right? No I have been with them for 5 years and have been lied to over and over about my speeds and they have changed my speeds without telling me and lowering it until I would call and make a fuss about it again and once I hang up, MY SPEEDS WOULD DROP IMMEDIATELY AGAIN! All of our neighbors feel the same way, all of the INTERNET feels the same way about this company and still yet they stand and just keep rolling out horrible service to areas who dont have internet. My highest speed is 6mbps well until they changed it to 3 and basically informed me I will only be getting my 6mbps when I complain and is also IF the person is willing to do anything about it. Also refused a second line FOR NO REASON! No matter who I ask no one cant give me a single reason. Why even false advertise that I can even get a second line? Oh Wait everything is fake with this company.

  Business Response

  Date: 11/11/2022

  Brightspeed will respond to the complaint prior to 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.

  CenturyLink has been nothing short of a nightmare for the past few months. We have always had connection problems with our internet, and have spent more time than necessary having techs come out to fix the issue. Our recent situation involved loss of internet for a month (3 billing cycles ago at the present time), and they sent us a new modem to install. After we hooked the new modem up, we had internet for a total of 24 hours before we lost our connection again. Our contract with CenturyLink is at our second home, so we are not up there frequently to monitor connection issues. However, our home security system is dependent on the internet connection to work correctly. I had tried contacting CenturyLink upon discovering our connection issues (approximately 6 weeks ago) after the new modem arrived. There was no one in the company to answer the calls since it was a weekend day, and I spoke to someone on chat who said I needed to set up a repair ticket to have someone come out. This repair ticket was never fulfilled. I angrily placed a call on the 23rd of September and asked to speak to the escalation department. The agent I spoke with had me on the phone for over 40 minutes and could not connect me with a supervisor. She was VERY dismissive with my issues. She set up a repair ticket for a tech to come out on the 30th of September. I took off of work in ******* and drove 3 hours to our home to meet the tech between 8am and 5pm. Approx 3pm on the 30th I called CenturyLink for an update on the techs arrival time. At this time, the agent told me there was no active repair ticket and proceeded to abruptly end our chat when I asked for a resolution and to speak to a supervisor. We have now been without internet for 3 billing periods and the company is extremely unprofessional with customer service. I would like a full refund for the paid 3 months and I would like to cancel my service immediately without charge. I have been a customer for 10 years and this is unaccep

  Business Response

  Date: 11/11/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr. ***** ************************
  
  Upon review, our records indicate *********************** was assisted by our **************** department.  The account shows to be canceled and adjustment credit was provided on the account back to when service issues were experienced at the end of August 2022. The account was disconnected on 10/17/22, and the remaining credit balance will be reflected on the  11/7/22 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: 11/15/2022

   
  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.
  
  Thank you. 
  

• 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.

  Back in February 2022 I was approached about changing internet providers. This new provider was going to be much cheaper than Lumen. However, I needed to check if my contract was up with Lumen. I reached out to Lumen and got crickets. Finally last spring I spoke to someone who gave me the email addresses for cancellation. He did say that if we were under contract they would let us know and that there may be costs associated with breaking the contract. No one called. No one reached out. In fairness, I was behind on my monthly payments and want to pay that off. Frankly, the Lumen fiber is a better service and I was trying to get back on board. Instead I am getting harassed by a collection agency for an obscene amount of money that threatens the viability of my business. How is it a company that provides internet and phone has no outreach to a customer to resolve an issue like this? I got an email last spring saying "call to resolve this by the end of the day or else." I called the number numerous times before the end of business that day, left multiple messages and got no response. Now I am being threatened with action from a collection agency. Seems like this was the plan all along. Grab the money.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************* regarding a bill sent to collection by Lumen.
  Brightspeed cannot assist with Mr. ******* complaint because the account was disconnected prior to the transition to Brightspeed. **************** will need to work with Lumen or the collection agency to resolve his issue.
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• Initial Complaint

  Date:10/12/2022

  Type:Billing 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.

  When we woke up on July 26, 2022, we didnt have ***************** Over the next two weeks, I was on the phone on an almost daily basis, sometimes for hours, with my ISP, CenturyLink, trying to get the service repaired. Despite explaining the unique situation where the voice service rings at two locations, but the Internet is only installed at one location, and has been installed and working at that location for 17 years, the company kept installing the service at the wrong location. Finally, because I frequently WFH, and had been using my cell phone hot spot for Internet for weeks, I gave up trying to get this resolved and decided to get **************** from Spectrum. That took a couple more weeks, so my **************** wasnt available for a little over a month when it was all said and done. I called CenturyLink to cancel our DSL **************** on September 13 and was assured it would be removed from our next bill. We received the bill today covering September 20 through October ************************************************************* addition to that, our billing address was changed and the bill was sent to our service address where we dont have a mailbox instead of our billing address. When I called to get both of these issues rectified, the representative refused to speak to me because my name isnt on the account even though I provided the account password and the last 4 digits of the account holders SSN. I just feel like this company will do anything to prolong billing of a service we are no longer using and they do not make it easy for anyone to cancel service and Im just sick of these tactics. I spent too much of my free time trying to get this company to fix a service we were paying for and now that we have another company providing that service, I dont want to pay CenturyLink another cent for that service. Remove **************** from account, give us a credit for the **************** on this current bill, & change our billing address back.

  Business Response

  Date: 11/11/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************************  In the complaint ****************** stated she attempted to cancel her CenturyLink internet service after the repair issue was not resolved due to an address issue.  She said she is still being billed for the service and wants it canceled and credit for unused service. 

  Brightspeed records reflect an order was issued to cancel the service and is sitting in error status due to the address issue. I left a message for ****************** and advised I will correct the order and have the service canceled effective the date called to repair and to verify with me she wants both landline and internet cancled.   ****************** has my contact number.  
  
  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: 11/11/2022

   
  Better Business Bureau:

  I missed the respondents call because my phone identified it as a scam call. Her voice mail instructed me to call back and indicate whether I just wanted the **************** cancelled or whether I wanted to cancel the **************** and the landline service. I was instructed that the caller is frequently on other calls, and if this was the case when returning the call, I was instructed to leave a voice mail indicating which services I wanted cancelled. I returned the call and left a voice mail stating that we just want to cancel our ****************. We want to keep our landline service. 

  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me as long as the responder follows through with what she said she is going to do.
  
  Thank you. 

• 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 attempting to move my telephone service for my land line telephone from Centurylink to another provider. I have talked to a Centurylink employee twice - *** on Sept 15 at 9:42am and **** on Sept 23 at 4:54. **** had given me a "code" to give to my new provider and said that is what I need. A follow-up phone call with my new provider today has revealed that my phone number has still not been released. I have a disabled daughter living with me and do not want to have to change my phone number in order to end my service with Centurylink.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  As of October 3, 2022,****************** became a Brightspeed customer. ****************** appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************** regarding late fees billed and not receiving the *** discounts.
  Customers are billed late fees any time there is a past due balance or payment is posted after the due date. ****************** had backed out payments, resulting in a past due balance due on the account of $166.49. When a new payment was not received, the account was disconnected for non-payment. A new account was created so that she could port her number to a new provider. Records indicate that the port completed, and ***************** is no longer a Brightspeed customer. The final balance of $166.49 has been sustained as billed.
  Regarding the ***, customers must be approved with the National Verifier, and then by the **** Once the benefits are approved with the **** it can take up to two months for the benefits to be applied on the *** account. Records indicate that the customer had not been approved at the time service was disconnected.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed
  
  

  Customer Answer

  Date: 11/10/2022

   
  I am rejecting this response because:

  Brightspeed has supplied insufficient information about the backed out payments including when this occurred.

  I have made two payments to Brightspeed/Centurylink within the past sixty days.

  I would like to receive the current statement that reflects my recent payments and shows the amount now due. I would like to receive this statement in the mail.

   

   

   

   

  
  

  Business Response

  Date: 11/18/2022

  Good afternoon,
  
  ************************* will be the Case Manager assigned to this issue with 12/18/22 as the completion date for research and resolution.
  
  Thank you,
  
  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 changed my service, they sent out a tech and he had cancelled our service without our authorization or knowledge until I spent almost 3 hours on the phone, resulting in them sending out another tech to fix the first techs mistake. I was told an amount that it was reduced to, now I have to pay more after they cancelled it without my knowledge or approval. The customer service rep I talked to admitted it was not part of the process or protocol.

  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 multiple credits have been applied to the account over the last 2 bill cycles.  As of the 11/7/22 billing statement, the credits applied have offset the account balance which now reflects a $0 balance.
  
  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
  ******************