Bright House Networks

Good Customer Service

by Robert Moore at Citysearch

I had a problem with my internet connection dropping and Bright House was able to send a technician out the same day and fixed it!

Deplorable Customer Service

by wrlassoc at Citysearch

A word of caution to people considering using Brighthouse for their cable/internet services ~

I could write a short novel detailing the bad experiences we've had with Brighthouse over the last several years, but here are the key points:

Internet service is unreliable - frequent outages, low bandwidth

OnDemand service only works sporadically

Customer service representatives are rude, uninformed and untruthful

Customer loyalty is rewarded with higher prices

That's it in a nutshell - let the buyer beware

Really Loathe Brighthouse's customer service

by disgruntled17 at Citysearch

Where to even begin! I called the week of Oct 31 to set up service in my new apartment. I went over my computers specs (it's older) with tech support and was assured that "everything would be fine sweetie." I should have hung up then - EVERY single tech I have talked to has felt the need to talk down to me despite the fact that I am an A/V technician....

Tech on the 31 was late. He was much more interested in where he was drinking downtown than installing my service. When plugging in the modem failed to produce an internet connection, he gave up. I asked if he'd installed the drivers a cable modem would need to run on an older machine and got a blank look. He promised to return the next day with the proper equipment to finish the job.

Sunday. No tech, no call. I had to get to work and ignored the situation.

Monday. Same tech called at 6:45am. Begs to fix the situation; offers to install a new ethernet card in my computer. He assured me that this is something Brighthouse does all the time for their customers. I asked him to come back tuesday.

Tuesday. No tech. I call customer service - god help you if you need ACTUAL customer service with this company; the phone system gives you the option of "sales" or "tech support." Was informed that no one had "officially made an appointment with me" and that they are not allowed to just open up computers and install things (gee, wasn't that my first questiion? just who the heck DID they send to my house.)

A customer service person admitted to me that they don't screen their contracters very well. They hope that the supervisor for the contractor does.... scary. Offers to send an actual computer tech (installers are aparently NOT computer techs, past plugging in the cable line, the 1st guy wasn't trained to do more...)

Wed: A new "computer tech" is sent. He has a work order telling him to "bring the drivers" so that their modem and my computer can see each other. He did not bring the drivers - he doesn't "have" them. I literally threw him out of my house. WTF would you send the guy? It turned out, his supervisor didn't read english and didn't understand the work order!?!?!?!?

I called back the customer support people. They sent me to a "store" where I could pick up the drivers and install them myself (very professional of them.) The guy gave me detailed, specific directions to the kiosk in the Altamonte mall. Needless to say, they don't have things like drivers.

On my way to work, I called again (oh, my cell phone bill has the tally for these calls - 5 hours in under a week to Brighthouse). I literally shouted my way to a supervisor. Who was syrupy sweet and promised a tech first thing Friday a.m. "she understood how angry I was..." (not really....but...)

Friday - no tech shows up. Again, I find out that there was never an official appointment on the books, so they didn't send anyone. Aparently, it's OK with Brighthouse to promise to send techs out to get you off the phone and then do nothing. I spoke to this person's boss (yes, I screamed at the regional manager) he told me outright that he was sorry for the problems but it really wasn't the company's fault that it hadn't been done right the first time....then who's fault IS it????

Saturday- guy shows up. Spends 5 min installing modem drivers. Everything worked fine. Now really, was that soooo hard??? Why would you send installation techs who didn't have this software?? Every tech support person I spoke to told me this is a common problem..

Now the cable box is messed up, it's loosing channels every day (I've just "lost" CBS, Fox, and the WB, they come in if I plug the cable into the tv, and not when it goes through the box) The condescending jerk at tech support patted my head and told me that "If you're unhappy sweetie, YOU can go across town to exchange the box."

I'm shopping for a new service. I can't wait to get rid of this bunch of monkeys.

• Pros: haven't found one yet
• Cons: shoddy service lack of co-ordination, techs inablity to read

Just all around terrible

by martymartin16 at Citysearch

Internet's down by the way, just returned a broken modem for a new one and still no luck. Missin the Yanks Sox game tonight cause I can't get a decent connection (apartment amenities are even worse than the service we pay for!)

Not the first time and I'm sure in my last two month here it won't be the last.

Also paid a couple of hundred dollars for a premium NHL package only to have the sound and picture cut out for a few seconds whenever an arena got louder (including just about every goal). Not to mention this problem also carried over with all of our HD channels and most other channels. The Brighthouse repairman had to have known us on a first name basis and the problem was still never fixed through the end. That's why I bought my sports packages to watch on the internet, and now I can't even do that!

Hidden Fees & Excessive Bills

by lysette1223 at Citysearch

Its so funny to me how Bright House has these commercials about the hidden fees (the big asterik commercials) of other cable companies or satellite providers. Brighthouse is notorious for price gouging. They charge you for just about EVERYTHING imaginable, including a $10 fee to send your statement. I understand that nothing is free and if you want quality you must pay for it, but its a little ridiculous when the customer service representative gives you an amount due and when the bill comes in, its something completely different (generally more than what was stated in previous conversations). How can anyone budget and prepare appropriately? Economic times are tough for everyone these days and I just feel that companies like Brighthouse really don't care about their customers. They must make a buck wherever they can... We are thinking about getting satellite, but I don't know if that's any better. =o(