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: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
  ******************

• Initial Complaint

  Date:10/12/2022

  Type:Sales and Advertising 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.

  Weve not had landline dial tone or any internet service since the afternoon of September 6, 2022. We have had service with Centurylink since ****. My complaint is that they refuse to fix my service which has been out for 23 days now! I have called, chatted, texted, ******** messenger, Reddit messenger. I am getting no where and they are still charging for service. Promised the major issue would be fixed on Sept 23 in our neighborhood. No one has seen them!

  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 indicate *********************** also filed the same complaint with our Executive Escalations team.  The customers concerns noted in this complaint have already been addressed through the Executive case.
  
  The outage impacting the customer was resolved on 10/10/22.  Appropriate out of service credit has already been applied by a previous agent.
  
  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:

  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 attempting to get CENTURYLINK, aka BRIGHTSPEED to reactivate one (1) telephone jack in my residence. I initially made an appointment in mid-September 2022. The original appointment for service was 10/03/2022. A technician arrived at my home unexpected during the period 0f 9/13-9/22/2022. I recontacted CENTURYLINK and was told that the 10/03 appointment was still in place. A day or two later, I was telephonically contacted by CENTURYLINK and advised they need to change the appointment date to 10/11/2022 between 8 AM and 5 PM. At 1:59 PM, I received a text message indicating the technician would arrive in approximately 30 minutes. This was followed by text messages at 2:36 and 2:37 PM indicating that the technician had arrived and had completed the work respectively. The technician never arrived and never completed the work. I conducted five (5) separate chat sessions to rectify this matter. I was told the work was done, they were looking into it and the final text thread asked me what the issue was before I was disconnected. I have copies of all the text messages and chat transcripts.

  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 attempting to get CenturyLink, aka Brightspeed to reactivate one telephone **** in his residence. He says the original appointment for service was October 3, 2022, but a technician arrived at his home unexpectedly during the period of September 13 to September 22, 2022. He recontacted CenturyLink and was told that the October 3rd appointment was still in place, but a day or two later, CenturyLink called and advised they need to change the appointment date to October 11th. He says he received a text message indicating that the technician had arrived and had completed the work respectively, but no technician arrived or completed the work.
  ************** became a Brightspeed customer October 3, 2022. ****************** regrets any confusion regarding the work ************** was requesting. The order issued was for an upgrade with a self-install, which means service would be connected at the network interface, and no inside work was required. The order is unfortunately in an error status which is preventing the issuance of a new order for the **** work. An IT ticket has been created to resolve the issue and once IT has cleared the ticket, a new order will be issued,and **** charges are to be waived due to the issues. ************** will be contacted to negotiate a due date when the order can be issued.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed
  

  Customer Answer

  Date: 11/13/2022

   
  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: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.

  In July 2022 we signed a contract with CenturyLink for an analog phone line to be installed at one our remote sites in ******, *******. Since the very beginning we have struggled to get a technician out to the site to turn on the line. We'd get day-long windows, one of our staff members would camp out at the site all day long only to have no technicians show up. This happened three times in a row before CenturyLink was bought up or acquired by Brightspeed. Since then it has only gotten more difficult to get help, when I try chatting with their support I get passed around from one tech to another, nobody is apparently responsible for resolving my issue. When I try calling the various numbers I found online I end up in an infinite hold queue and nobody answers. I complained to Brightspeed through their ******** page only to have their social media rep reply and say they only handle consumer issues, not business, and provided a link to the same chat and phone numbers I've been fighting with. At this point we're getting bills for a service we can't use, we're getting past due alerts but when I log into my account portal there's no bills to pay.It sounds like a terrible company acquired a terrible company and now we're stuck.

  Business Response

  Date: 11/10/2022

  November 10, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************* regarding getting a technician out to the site to turn on a phone line at a remote site. He indicates that he would have staff members on site, but no one would show up. He states that he ends up in an infinite hold queue and nobody answers. He is getting bills for a service they cannot use and is getting past due alerts but when he logs into his account portal there are no bills to pay.
  Brightspeed regrets any difficulty ******************** has experienced trying to get a new line installed, and for the difficulty getting help. The complaint was escalated to Business Escalations who has reached out to the customer and issued a repair ticket to check on whether or not the service is available. Based on what the technician finds, the account will either be cleared, and billing will be corrected, or, if unavailable, the account will be cancelled, and credit will be applied.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

  Customer Answer

  Date: 11/11/2022

   
  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 for the time being. As long as a technician arrives on the scheduled date and is sure to communicate next steps with me, we should be fine.
  
  Thank you. 
  

  Customer Answer

  Date: 11/21/2022

   
  I am rejecting this response because:Please refer to complaint ******** for details on how this all began. I had accepted resolution of our complaint as Brightspeed reached out and got the ball rolling again. They scheduled a technician for today, 11/21. I drove out to meet them in ******, an hour drive each way. Around 9am on 11/21 I got an email from their system indicating the tech was on their way and would be onsite within 30 minutes. An hour had gone by with no sign of a tech, I check the status of my issue on their site, and it indicates work had already been completed. I went to the box on the outside of our property, where the phone lines terminate and plugged a phone directly into their ports, dead air, nothing, no dial tone. This is now the 4th or 5th time me or one of my team members has driven all the way out here to meet a tech for the phone line that never shows. Consider this complaint reopened as this is the same behavior that led to the initial complaint. At this point they can get our dial tone working whether someone is here or not, I'm not wasting any more time of our staff. I selected "Finish the job" for desired resolution. Finishing the job to me means they have verified dial tone is getting to the box on the outside of our property, we'll take care of the rest. If I can't plug a phone into the outside box and get a dial tone, the job isn't finished.
  
  

  Business Response

  Date: 11/29/2022

  Good afternoon,
  
  
  ************************* will be the Case Manager assigned for research and resolution.
  
  
  
  Thank you,
  
  ***************************
  Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 11/30/2022

   
  Better Business Bureau:
  
  CenturyLink should have never said they had phone service at the affected address, being acquired by BrightSpeed just added to the confusion. They have cancelled our accounts and wiped out anything we owed. 
  
  Thank you. 
  

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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.

  Frequent internet interruptions. At least one day per week with no service since June 21, 2022. CenturyLink willing to compensate for 2 days (Current outage). I did not immediately complain due to upcoming (10/22) conversion to Brightstar and I expected some down time. The problem continued yet CenturyLink refused to compensate for interruption in service. Representatives refused to let me speak to supervisor to rectify the billing issue.

  Business Response

  Date: 11/29/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************.  In her complaint ******************* states that there were internet service issues about one day per week since June 21st and that CenturyLink only offered compensation for 2 days for the down time.  ******************* also states that she was refused a supervisor when she asked to speak with one. 
  
  Brightspeed regrets any confusion regarding Mrs. *************************** and any incorrect information that *** have been provided and that she was not given the opportunity to speak with a supervisor when requested.  After researching the account, I found that a credit for one month of service was given on August 1st in the amount of $49.  This credit appeared on the August 2nd statement (page 3 of 4) as a good will credit for the days without service.
  
  Brightspeed acknowledges the customers' concerns and apologizes for any issues and or inconveniences that *** have been experienced.
  
  
  ***********************

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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 had trouble since June of this year trying to have internet and phone service repair. Now I've been trying to get my mothers service restored. I had numerous repair tickets and guarantees from Centurylink that it would be fixed. My mother is 89 , lives by herself , had gone weeks with out phone service. I my don't know where to turn. She pays her bill on time. There's lots more to say . Please help

  Business Response

  Date: 11/10/2022

  November 10, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************** on behalf of her mother, *****************************. In her complaint ****************** states claims that she has been trying to get her phone service restored.She has had numerous tickets and guarantees from Brightspeed that it would be fixed. She currently has been without service for a week.
  Brightspeed regrets any negative experience regarding ********************** phone service being out of service.  After additional research this issue is showing resolved as of 10/11/22. The customer initially contacted ****************** reporting issues with her services on 9/30/22. A repair dispatch ticket was created for resolution dated for 10/11/22. The Brightspeed technician was dispatched on 10/11/22 and repaired the damaged cable causing the service issues. ********************** account was credited for the days she did not have service.
  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: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