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:Customer Service 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 phone and internet services have been down for 8 days straight as of right now 10/01/2022. Brightspeed will become our new provider on 10/03/2022, due to CenturyLink selling service in 20 states to Brightspeed. But, it appears CenturyLink is attempting to NOT fix services, by waiting it out until it becomes Brightspeed's serviceable areas and, in turn, Brightspeed's problem.This is UNACCEPTABLE!

• 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 landlines do not work I cannot make or receive calls or faxes. I am self employed with a home based business. My clients call me on my landline. I am an insurance broker and work with ******** clients. Annual enrollment opens 10/15. I am required to record calls and now cannot receive or make any. I will lose my business with no phone. The next closest repair time is NOVEMBER 8. That is A MONTH AWAY! I NEED MY PHONE AND FAX SERVICE TODAY. NOT IN A MONTH. Centurytel made us wait 2 or 3 days to get a tech here. This is the height of being ridiculous. This is a blatant lack of concern for all the customers who have been with centurytel for over 25 years. This is very unreasonable.

  Business Response

  Date: 10/22/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *******************************. In the complaint ****************** stated her landlines did not work and she was unable to receive calls or faxes. She cannot wait 2-3 days for a technician and was advised the closest repair time was November 8, 2022.
  
  Brightspeed records indicate a repair ticket was received on October 11, 2022. The ticket shows it was cleared on October 14, 2022, and was included in an outage for which parts were ordered to complete the repair. Due dates are given as customers call in, however in some instances repair will clear several tickets at the same time and allow technicians to be rescheduled and due dates to move up. Medical and emergencies are prioritized ahead of others. Brightspeed acknowledges the customersconcerns and apologizes for any issues or inconvenience that *** have been experienced. *************** & repair can be reached at ************ or www.brightspeed.com.
  
  Sincerely, 
  ***********************;
  Executive Office Case Manager 
  Customer Advocacy ************************ 
  www.brightspeed.com 

• Initial Complaint

  Date:10/10/2022

  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 without home phone service through Brightspeed for 9 days. It took me over 3.5 hours of phone calls and chat through online to get a repair ticket scheduled. Services were supposed to be repair on Friday, October 7, 2022. I had to miss a day of work as someone was required to be home. The technician never showed up or called. I reached back out through chat Saturday morning and was told someone would be there Saturday. Noone ever showed up. I was then told someone would be there today and no-one has showed up today either. It is impossible to get anyone on the phone to help you and the chat just goes around in circles with noone that can assist you. WE pay a lot of money for home phone service and cannot even get repair service as needed.

  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 her complaint ************** states claims that she was on the phone and chat with Brightspeed for over 3.5 hours in regard to an issue with her home phone service not working.
  Brightspeed regrets any issues regarding Ms. ***** services not working. Further research shows ************ contacted Brightspeed on 10/3/22 and had a repair appointment scheduled for 10/14/22. On 10/14/22 a Brightspeed technician isolated the issue to our outside plant damaged cable and resolved the issue. Her account has been credited for the time without services.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/10/2022

  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 installed on September 6, 2022. When it was installed they left the internet line running from the road to my house above ground. The install tech told me the day he installed it that he didn't have enough of one kind of line so he put 2 different lines together. He assured me when they came to bury my line they would fix it before they buries it. My internet worked until September 21, 2022 when they came and buried the line. I have called every day since then trying to get someone to come out and fix it. Each time an appointment was set no one show up and when I called back they say the appointment was canceled for unknown reasons. My latest appointment was for October 8, 2022 and again no one showed up. When I called this morning it was showing yet again it was canceled. They are trying to charge me for services I have not received. I have not had internet since September 21, 2022 and my first bill was due on October 6, 2022 which I have not paid because I can't get anyone out to fix the problem. I have filed a complaint with their *************** with no results. I have also filed a complaint through the ******** ************************** I would just like for them to fix the problem so I can have internet.

  Business Response

  Date: 04/13/2023

  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 internet not working and multiple missed appointments.  

  Brightspeed regrets any service issues experienced by ****************** and for any missed appointments. Service was confirmed working October 16, 2022. Multiple attempts were made to contact the customer. Credit was provided for the time without service.

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

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

• Initial Complaint

  Date:10/10/2022

  Type:Customer Service 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.

  Unfortunately, we were recently in the zone for the acquisition of CenturyLink by Brightspeed. In less than a week, we lost internet, which is particularly frustrating given that I am an exclusively remote worker with no local office to commute to. After multiple attempts to try to get to a human customer service agent, it was determined, that unsurprisingly, a tech would need to come to my home. I was given a 9 hour window the following day for the evaluation and repair. When that window closed, I called to check the status of my technician and learned that the company had closed my ticket without my authorization. Furthermore, I was not even notified that the technician was no longer coming and had to reschedule on my own behalf. When I called back, I was assured, given my frustration and the fact that it was entirely their system and/or employee failure, that I would be a first priority customer for the following day, with a tech arriving before 9:30 a.m. I am still without service, I have no updates to whether or not my technician will show today. I have reached out to customer service via phone and chat. The chat agent indicated that they were paging the technician and I would be called back shortly. I never received a call back. I reached out via ******** with my complaint and have a private message that did not address the complaint. I have chat sessions and screenshots of ticket confirmations that are being completely ignored. Our area is still building infrastructure for other internet companies, so our options are limited, and our ability to simply change vendors is not currently something we are able to do, so this has gone beyond a minor annoyance and has begun to interfere with my ability to do my job and generate income as the breadwinner for my family. A brief scroll through their social medias demonstrates that this is a pattern, and I am not an outlier.

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service 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 not had landline phone service since Friday evening, Sept. 30, 2022. My carrier had been Century Link which is now Brightspeed. Service repair tickets were created for Tuesday Oct. 4th, and no one showed, and then after calling multiple times a service ticket was created for yesterday, Oct. 6th. Yesterday I received a text early in the morning that the technician had arrived and would follow up with me when finished. Again, no one showed and service was not restored. I tried multiple times last night and this morning to call to speak to someone but could not get connected. I asked for the option to text, and also was not connected .I am hearing impaired and hear better with the landline than a cell phone, and the cell service in my area is poor. Its imperative that I have a landline. My home number is my preferred number for doctors, family, and friends, and Im having major surgery Oct. 13th.Please help if possible .

  Business Response

  Date: 04/13/2023

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************************. In her complaint she indicates that her dial tone went out September 30th and the issue was not being resolved.

  Brightspeed regrets any service issues experienced by **********************. The initial repair ticket was canceled with no notes indicating why. On the second ticket, the technician found an issue with the ************** that was resolved so there was no need to go to the home. ********************** was contacted to confirm the issue was resolved and credit was applied for the outage.

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

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

  Customer Answer

  Date: 04/13/2023

   
  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.