Complain about a product or service

Bright House Networks

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 May 26, 2008

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 May 12, 2008

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 April 14, 2008

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 March 14, 2008

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.

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