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Tami of Lake Wales FL (10/03/08)
We too have had problems with our internet and phone cutting off at random times. Mostly at night. We talk to the professionals, I use the term lightly, several times a month for the past year, and to no avail. It seems as though no one has a clue as to what they are doing. It seems as though several people on our street are experiencing the same problem. Now wouldn't that tell you that maybe the problem would be the main box? # different techs have told us that the box does need to be updated and supposedly they were going to tell someone about it, yet it has not been done.
I have explained to them that I have a daughter that is pregnant and due anytime now, and her husband is going to school at night that is an hour and a half away, if she were to have to get o hold of us on our home phone for an emergency, there's a strong possibility she wouldn't be able to. Where we live, our cell phones don't work unless you are in the middle of the street.
It's funny that when you call them to tell them that your phone is not working and so, of course, they'll set up an appointment to have a tech come out and look at it. Then they don't show up, so you call them and they tell you that it is their policy to call you 30 minutes before they get there to make sure you are home, so they told us that they called and no one answered, so they assumed no one was home, well, that is because OUR PHONE DOESN'T WORK! What part of that do [they] not understand? This has happened several times.
I am planning to write to the BBB and file my complaint against Brighthouse. I work way to hard and pay way too much for this service that doesn't work half the time. When they tell you they are going to credit your account, it turns out to be like $17.00 or so, I don't know how they figure this out because according to my calculations, that if my service didn't work for half a month then I would say credit half of what I pay, right? I am also looking into changing my service as well.
Have to hope and pray that my daughter doesn't have any kind of emergency or if she does the phone works. Lost wages waiting for a tech to come, because we can't put off getting our phone to work until the weekend. I have family that live out of state as well.
Karrie of Citrus Springs FL (10/03/08)
i have a complaint about a specific commercial that creeps me out. the bloody mary one. it is on every 10 minutes. in the day time is what really bothers me. i am pregnant and home alone during the day.
i am scared to be alone no so i shut the tv off all day
Mark of Longwood FL (09/29/08)
Due to a $50 overdue bill, I awoke to find my cable, phone and internet cut off. There was no warning. I had to wait on the phone for 20 minutes. Even though I have been a good customer for many years, they told me that this was automatic - the computer automatically ended our service. Thy said I was informed on my bill (I couldn't find it). The company is out of control ruled by its computer not people.
I was unable to conduct business, receive phone calls or send email.
Robert of Oviedo FL (09/24/08)
Digital phone and internet keeps dropping out - sometimes several times a day. Brighthouse servicemen have been out 6 times in 12 months but problem persists. Brighthouse phone and internet is unreliable, and I wouldn't recommend it.
My son works help desk on the internet and Brighthouse droppouts have caused him to call another worker to cover for him on occasion.
Ronald of Orlando FL (09/18/08)
This has been a reoccurring problem, which I thought was fixed, but, it has not. The records on our account should reflect that we have called several times for service outages that start, intermittently around 8:30pm each night. The majority of the time, only the internet service is effected, however all services; phone and cable, are interrupted at times. When calls are placed to customer service, the representative usually runs some tests, and determines the modem is off line. Sometimes this also involves resetting the modem and my wireless router. When this fails to work (as it always does) a service call is scheduled within a couple days. Once again the Technician comes out during the day, and finds nothing wrong with our service. Finally I filed a complaint with someone in the corporate office. I was told that there was a system outage in this area that they were aware of, but unfortunately, they had no solution at that time. But once it was resolved, our bills would be adjusted. To me this meant that I was to receive partial service, but pay full price for it. I finally filed a complaint with the Better Business Bureau. Amazingly someone contacted me the same day or the next. This person sounded genuinely concerned for our problems, and was going to do everything within her power to resolve our problem. They monitored our service for about a week and a half. A Senior Technician stopped by during the day and said that the problem should have been resolved, and that it was somehow related to a school in the neighborhood. It did in fact seem as if the problem had been resolved, and I informed the corporate representative that they could inform the BBB the problem had been resolved. Over the last couple weeks, this has shown not to be the case. Service during the day is fine, with no problems, however at night, rarely am I able to connect to the internet after 8-8:30pm. We were given a partial credit; approx $70. This was minimal as this problem has gone on for months. I do not feel that we should have to pay a bill until this problem is truly repaired. We are not the only customer in this area with service issues at night.
Mark of Longwood FL (09/10/08)
I had an overdue balance with Brighthouse of Central Florida and although I have been a customer since their inception, they shut off my service until I called
15 minute wait though very polite. They told me that the cutoff is automatic and they have no control over it. The machines are in control.
Neil of Winte Park FL (09/03/08)
Did anybody else have trouble with Fox news reception during the RNC Convention? Also I do remember the same problem 4 years ago during the convention. What do you think?
Rosemarie of Sun City Center FL (09/03/08)
I have had service since time in fe or march, and since this time i have issues with no dial tone on my home phone. In the past two weeks, in happens every day, several times a day, and can come some times last for hours at a time.. What upset me most is that this week alone, I have been ask to stay home so the tech may come to resolved my issues of no dial tone, on 8/28/208 and states issues was resolved,
call again on 8/29/08, and set new time on 8/29/08 from 8-11,show and was told he could not resolved the isues some would be back later today or tomorrow, no show, I called my home on 8/31/2008, get msg no a working number, or my call could be completed. Call to bright house again and was told sorry,,, set new time for 9-/2/2008 but i had to be available from 8am-8pm and again bright house is a no show. I called and get told sorry yet again and will have to have the dispatch dept reschedule again. no resolution again no dial ton
I am 62 yrs old, looking form employment, I have a seriour ill daughter that i alos provide care for on no notice. I get the call and i go.. She is has RSD and waiting to shcedule major surgery to help her.. I AM WITHOUT ANY DIAL TONE SHOULD SHE NEED TO CONTACT ME.. NO HOME PHONE FOR THE SECURITY SYSTEM TO WORK WITH..
Rae of Clermont FL (08/15/08)
Recently moved to the Clermont area and was told that Brighthouse was the only Highspeed and Cable TV service in the area, so we had no choice but to get them. The service has been intermittent to poor, the reps at a call center in the Phillipines claim that they see a problem on more thatn one call and would try to contact a local office to get a technician out to site. On speaking to tech they admit work is being doen and there are issues to be resolved, with software for the cable box and the connection. Eventually the cable modem was replaced bya tech.
On calling the local number was routed to the Deland office and spoke to an agent Candice who claimed that I only called in one time 2 days before the tech showed up and that there was no call center in the Phillipines. Told her to please get me a supervisor, who as I was in the middle of explaining my situation dropped off the line. Coincidental I dont know , but I called back and asked for the supervisor who was busy. Its quite a pity that this company is the only game in town, any monopoly will treat their customers poorly because there is no alternative.
So ultimately what are we to do, we get a bill we pay the bill and we then get crappy service and reps with attitudes and managers who react with seemingly hostility to ethnic names and drop calls without any concern for the customer. Paying for a service that is not being delivered. Money that could be used for Gas or Food.
Sue of Tarpon Springs FL (08/14/08)
We had BrightHouse for cable/phone/ internet for several years. Their service kept going downhill, so we decided to switch to Verizon. Prior to switching, our son got a laptop for which he needed a wireless router. The router that we purchased worked fine, but every now and then we would have to reboot the computer. We were told by BrightHouse that it was the router; we called the router manufacturer and were told that it was BrightHouse.
BrightHouse finally told us that we needed to purchase their router ($149.95) and they would then take care of any problems that came up with it. I paid the $149.95, and the router was installed. Now that we've switched to Verizon, we have a $10.00 credit with BrightHouse but they won't send it out until I return the router. I told them that since I had bought the router, I would gladly return it to them for $149.95. Now they tell me that that amount was an installation fee and I had to return their equipment. I guess they're keeping the $10.00 and I'm keeping the router.
Jeff of Safety Harbor FL (08/14/08)
I got a cablemodem added to my roommates pre existing account. I was told the installation would be free but the first month service would be COD. I paid the installer 32.78 in cash (counted out the change from my dresser) and now Bright House Networks is saying its not paid.
Called 3 times the first 2 times the CSR said it was paid in the system and they would send it to accounting, but it has remained on the bill. This 3 time dealing with them they threatened to turn off the service in 2 days if not paid so I charged it. How do I get my money back. The accounting department says the form from the installer does not reflect a payment and that their installer would not pocket it. If it wasn't my roommates account I would threaten to turn it all off.
I had to pay for the first month twice.
Gregory of Deltona FL (06/10/08)
I had Bright House for a few months in my apartment. I had digital cable with DVR and high speed internet. I moved out of my apartment and went back a few days later to pick up a few things and the complex told me they let Bright House in to pick up the DVR and modem. So, that afternoon, I called Bright House, spoke with a rep and was told that yes it had been returned and my balance was at zero dollars.
Today, I get a letter from a collection agency saying I owe Bright House $427. I called them and they tell me the equipment was never returned. The rep simply continued to tell me I had to pay it. I spoke with a supervisor. He claimed there were no notes on the account of me speaking with the previous rep. Then he found out the rep was looking at the wrong account when he told me it was returned. He was looking at a previous account I had at my former address.
At this point, the apartment has already been re-rented. The equipment is gone. Had I known it wasn't returned earlier, I could've checked on it but now it's too late. I explained this to the rep and was told it's my problem. They are not backing up their employee's mistake and making me pay for their mistake. Then he told me he can forward the complaint to upper management and, upon their discretion, they will call me back. As of now, no resolution after hours on the phone with this company.
This mistake on Bright House's part is negatively affecting my credit score as well as costing me over $400 to resolve
Jim of Ormond Beach FL (05/26/08)
I have had BrightHouse Networks for 6 years (since it was called TimeWarner), and we have had a good overall experience. I use EarthLink Internet provided by BrightHouse(which is excellent) and Digital Cable service.
But I have been noticing that BrightHouse is clipping movies in order to sneak in commercials. This usually happens in programs transmitted in the early morning hours, so its only noticeable if you tape a movie around 1 or 2 a.m. Its not just that they stop the movie to put on a commercial. They actually CLIP part of the movie at an arbitrary moment to include a commercial. Usually about BrightHouse itself. So when the movie comes back on, you completely loose track. Is this legal? Can a cable company just obliterate a movie like that?
Kelley of Palm Coast FL (05/12/08)
We have had Bright Houst HDTV, Phone and Internet for 2 months to the date of this writing. It has been intermitant and sometimes non existant. We have had service calls, and the technicians say there is no problem, even though techs at the call center do see a problem. Today I have been on hold for over an hour in 3 calls, then either they cut off the conversation or the cable telephone fails. We, as a family, especially, during this fire emergency, do not recommend using this federally regulated service to anyone. My next communication will be with the PUC
We have purchased new phones and other equipment that they said was defective, which were not. Loss of work waiting for technicians. Paying for a service that is not provided.
Haydee of Bradenton FL (04/14/08)
Upgraded cable service, a cable box was installed on a big screen HDTV Television. It was OK for one day, the next day the box malfunctioned and damaged picture on TV. Now you get a ghostly picture with colors misaligned.
It can cost over two hundred dollars to fix this tv. The physical damage to tv is that you cant enjoy the picture without seeing double and scattered colors.
Mary of Tampa FL (03/14/08)
My Husband I have internet, phone, and TV services through Brighthouse Networks. All 3 services being provided have been working inconsistently throughout this past year. We are VERY frustrated and disappointed that these services are unable to work properly. In effort to better our cable services, we have attempted NUMEROUS of times to call the company to resolve these issues. Over this year, we have been passed back and forth to employees who appeared to be unknowledgable about the subject matter. These employees should not be allowed to be in constant communication with the general public, as they are undutiful. The employees continuously have been disrespectful and have not aided us to help in this situation.
My husband and I are appalled that a company as big as Brighthouse operates in such a manner. The governor and corporate will be notified of these issues that are unable to be resolved. We are switching to another company to provide us better services and who treats their paying customers with respect. Thank you for your attention to this matter.
Laurie of Palm Harbor FL (07/03/07)
Since 6-14-07 I have been waiting for the High Speed Cable service to be buried and boared under my driveway. After several phone calls to Bright House and several lies told to me by Bright House, I was finally given two Job#526203 & 580368. Which neither Job Order has been completed.
Main water piping supply damaged and lawn damaged.
Mark of Safety Harbor FL (01/24/06)
DVR service is advertised on their website at $6.95/month but is not useable without renting their equipment at an additional and undisclosed amount of $6.95/month. Only after service is billed and the bill reviewed is it disclosed that the actual cost of DVR service is #13.90/month.
Fraudulant advertising and bait and switch tactics to get you into one of their combo packages that crank monthly costs out of orbit.
Cary of Melbourne FL (05/15/05)
We called Bright House Networks for information about their roadrunner high speed internet. We asked customer service how fast the speed was and the agent said we would get a 5 meg download rate but it can vary but it is never less than 3 megs.
This is also mentioned in their TV and internet ads, claming 5 megs of speed.
We scheduled an installation based on their claims of high speed and waited 3 weeks for installation.
Today we had it installed and it was so slow, much slower than our old service. We were lucky to get a download rate of 400kbps ( less than a half a meg). When we called customer service, we were told that our speed was about average and that the segment our connection was on was saturated with customers. We said what about the 5 meg speed that you advertised? We would even settle for 3 megs, but half a meg is terrible. They basically said, thats the way it is, sorry.
Jeanette of Winter Garden FL (10/18/04)
Digital cable was advertised on TV for
$19.95/3 mos....I signed up also TV would be free the first mo. I get a bill for $81.36. Of couse I called them also emailed them...did not get a
response. I let them know I could not
pay this a month. I was told cable was not included in the package deal. It is in fact included. The two charges were TV a basic $16.95 & stardard for $27.34. I told the lady
I was not paying except for just one
$27.34 and the $19.95. I immediately
lost my pages for the internet and my
emails was taken away. I recently got
another bill for $160.36. That bill was not itemized. I know the price is
being falsely advertised. I believe the price is gouging, whether because of the hurricane I don't know.
I have not being able to email anyone
or receive. The price has really upset me plus the fact I've been charged a great deal of money but have not had the benefit of it. I've sent in $47.29 and have not been credited.
I've also given $20.01 and have not
been credited with that amount! Jeanette Handell
Helen of Longwood FL (10/01/03)
This awful cable company took away 4 premium channels without my prior knowledge. When I called them they stated that they sent me a letter, but they didn't indicate this on their bill. I don't have time to read all the junk mail that I get so I was suprised to find my channels missing (and this isn't the first time that happened too). They didn't lower my bill - as a matter of fact they told me to come to their office and upgrade to a digital box from a analog box - and higher expense to me. They were very rude and argumentative.
I'm finally switching to satellite - they've driven me to it. I'd actually pay MORE to avoid that cable company!
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