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Business Profile

Internet Providers

Brightspeed

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2,635 total complaints in the last 3 years.
  • 1,214 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/07/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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. 

Brightspeed is NOT a BBB Accredited Business.

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