Reviews

Review Details

• Review fromDonna G

  Date: 10/18/2024

  1 star
  Zero stars! We have lived in the same location for 28 years. *********** was our internet provider until Brightspeed took over. A lot of us in the neighborhood went out all of the sudden in June. We filed complaints to find out that they had to redo a bunch of wiring on the shelf and we finally got internet service restored on July 7th. After 3 weeks the residential phone line quit working and when I called whatever triaging they were doing caused my internet to quit working. After several calls and complaints I finally got a technician scheduled for August 17th. I waited all day to only get a text message from the company at 10 minutes to 6:00 saying that the technician was in the area however an inside access was no longer needed and that they would notify me when the service was restored. I never got notification and had to call back. So now I have no residential line and no internet. Several calls several chats all to have promises not kept. Was scheduled two more technicians appointments one on September the 6th and then another one on the 19th all to never get a message indicating that it was restored. More phone calls more chats complaining to never get anything done. We are now into October. I ended up calling another internet provider who came out within two weeks placed my lines and was ready to hook me up! I still have an open unresolved ticket with Brightspeed and I sent back my modem and canceled service!

• Review fromQL H

  Date: 10/17/2024

  1 star
  If I could leave a zero I would. Not only is their internet service very poor but when calling for repair they dont put it in their system properly so then you are told you must be home between 8-5 and when no one shows and you call they give you the run around, reschedule for another day which means you must be around between 8-5. I asked to speak to a supervisor, on hold for 12 minutes before being disconnected. They are incompetent but I feel bad for the local technicians as they show up knowing that they have no control over the incompetence of the call center.

• Review fromCollin R

  Date: 10/16/2024

  1 star
  My family has had it with Brightspeed internet. The worst experience Ive ever had with any ISP. They do not care about customer satisfaction because the areas where their service is provided have no competitors to them. They list a main phone number on their website for customer support that is not intended to fix or even identify your problem. After waiting on hold for an average of 30 minutes youll get a customer support member which is just some underpaid out of country worker that can barely speak english reading off a script. Only to tell you that they cannot help with your account as a ****************** user, since the phone number is a number for the company ************. Why they would post this number in their website when Brightspeed users will not be helped is baffling. So they make you wait on hold and go through a completely convoluted process of even getting on the phone with an actual person who then wont even be able to help your problem as a Brightspeed customer. I would classify that alone as anti consumer. Not to mention the actual internet which claims high speed internet when they are offering only DSL packages to most areas with no intention of ever updating to at least broadband because again they have no competition in these areas. Questionably false advertisement to be advertising high speed internet knowing that it is dial up, the most archaic and slowest form of modern internet. I know that elderly people or people who dont know anything about internet dont know the difference between broadband and dial up and so does Brightspeed. They are selling 10mb download speeds only for you to receive 10% of that at 1mbs. If you have more than 3 or 4 devices just ************************ to the router the internet will throttle and become virtually unusable until one of the devices is ***************************. Upload speeds are non existent in the kb/s not even half of 1 mb. Theres more but it doesnt really matter. Worst ISP Ive ever used.

• Review fromJuanita R

  Date: 10/16/2024

  1 star
  Brightspeed is horrible! They can only have an A+ rating because they pay for it! If I could give a lower score I would. This is what happens when you take customer service from the American worker. Ship it oversees to a country who is not known for being hospitable in anyway!I have been on the phone since 4pm. Hung up on twice. Spoken to 13 representatives and two "supervisors". And still haven't gotten my issue resolved!

• Review fromMargaret L

  Date: 10/16/2024

  1 star
  called for the last 4 months to fix my landline service made appointments for last the 4months no service techs never showed up for the appointments i stayed at home to make sure i would not miss their appointments they never showed up, the bill was paid each month on time, until i got fed up with them and called and told them to cut the phone off i am an elderly women on a fixed income my service is not the same since they took over CenturyLink

• Review fromDarius L

  Date: 10/14/2024

  1 star
  I pay my bill monthly and yet it doesn't reflect on my app. I have voiced to the technician and other personnel that I am unable to use my app to pay or control the services in my home. Every month my devices says closed on my app and return devices. I can't believe that's the way customers are treated. I never had an issue with centurylink but brightspeed it has been a ongoing situation. I have been promised that the issues would be resolved and it's almost a year later I am still fighting the same problem

• Review fromEvelyn L

  Date: 10/14/2024

  1 star
  Brightspeed deserves no star there customer is offer can't reach a supervisor or talk with someone in the **. And guess what can't find a corporate number. Stay away horribly customer service.

• Review fromDawn M

  Date: 10/10/2024

  1 star
  Absolutely terrible customer service. ************* has been down since September 18. It has been 22 days and still no phone service. Was given Oct. 2nd repair date and no none showed. Called back and they said they were on site. Explained that no one was here. Called back the next day and was told the same. Called back two days later and was told it was repaired on Oct. 2. Explained that no one ever came and they need to do a new ticket. They will not even give a repair date. Keep telling me they will email me with date. Can only chat with them and 45 minutes later, you still don't have a repair date. They are the only phone service available in this area and you can't even get them to come for a repair. They don't have a problem sending that monthly bill though. **************** is like a three ring circus. Just keep getting the run around.

• Review fromMike V

  Date: 10/09/2024

  1 star
  **************** is non existent and the automated service is even worse. The Church that we are apart of had basic internet and decided to upgrade to fiber. Once new service was established the old account was never closed. It took 3 phone calls to get by the automated system then I was transferred to multiple departments. All the agents I spoke with was not in the **. Finally was able to someone with some knowledge of how to handle the issue. I had to email the department that handles that job couldnt speak to anyone on the phone. Sent email explaining what happened. Account was closed on that date not the date it should have been. Had to call again and this time a ticket had to be created to have the bill corrected even though when I sent the email I explained how the old account should be closed and bill corected. Was told someone would call me back within a couple of business days. never happened. Called again and was told another ticket would have to be opened. I express how I found this to be poor customer care and the agent hung up on me. Called back and asked for supervisor and was connected I explained to him everything that had happened and how the previous agent hung up on me. I then stated that I had never dealt with a company that a person cannot speak to a live person that handles the issue. He finally provided me with the persons email who was handling the issue. Sent him a email and no response. Forget contacting the corporate office no number can be found anywhere.

• Review fromJanay W

  Date: 10/03/2024

  1 star
  Nightmare. This company is a nightmare to deal with. Be sure to set aside an entire day if you need to contact them. Instead of canceling my elderly mothers internet service they cancelled her phone service. It's important to note I live on the opposite coast from my mother and It took me hours of worrying and time to get the phone number and service reinstated. Now I'm trying to set her up wiht auto pay and they can't find the account. Again, I've been on hold over an hour working on this. When I finally got a manager on the line to assist I was put back on hold for another 20 minutes. It's my understanding there isn't another provider in this area, but I'm certainly working to find one now.