Consumer Complaints and Reviews
I'm so tired of the exorbitant cost and poor service!! They charge you whatever! They have most zip codes tied up so clients have no options!! Replaced my DVR 7 times with used bad equipment!! They bill months in advance! Never can you prove your payments unless you pull your bank statements as they always threaten or shut off service! No credit here in Fl cause service down here in Fl cause of hurricane!!! Just pay! I hate them!! I now have canceled them! They even offer cheaper rates to new clients but never a 8 year Cust as me!! Merry go round! They lose the client but lure in new ones! I'm gonna throw this used old equipment in the street as they threaten to make my credit bad! Oh well!! I don't need a BH account to make my credit Good!!! They absolutely Are the worst!!!
I've been with Bright House for over 10 Years. Terrible customer service. Most of their techs have no clue what's going on. I literally have every one of their services for over 200/month. In the last 2 years they have come out to my house MINIMALLY 2/month to "fix the internet". Their solutions work for all of 2-3 days at best. I have literally been told that since Charter bought them out I will be having issues for a Loooooooong time. At least until the middle of 2017. Not once have they EVER offered any kind of compensation or credit. I'm starting to wonder how much of a moron I am that I'm still dealing with this. Guess I'm calling AT&T in the morning. Shame.
I paid for a premium package from Bright House including a top notch internet speed. What I received was an amazingly slow internet speed barely able to keep up with my computer. They did an awesome job, just like the power company, during hurricane Mathew, but every day speed is very ordinary and not worth the very high bill that I pay.
Bright House lied to me! Today I was disconnected for nonpayment. With personal medical issues, car problems, and hurricane Matthew I fell behind in my payments. It happens. I called and spoke to four different "customer care" employees and made arrangements that if I paid half of my past due balance today, and give them permission to withdraw from my bank account the remainder balance on the 21st of October, my cable/internet/phone services would be restored within an hour of making the initial payment. I finalized the arrangement early in the evening and decided to sleep for a while. I set my alarm for 3 hours later so that I could wake up and my services would be restored. I have work that needs to be done by 6AM.
I woke up to nothing... I call Bright House and all they keep saying is "I am sorry but we cannot reconnect your services because there is a lock on your address." Apparently my account is labeled as a non serviceable address! At no time throughout the day, after speaking with 4 reps, has anyone mentioned anything remotely close to what the real status of my account is. I have no way of working tonight because I have no internet. Now I have 2 children that are going to be home from school tomorrow with no phone service. I spoke with a supervisor Valerie. She genuinely acted as if she did not care. All she would tell me is that I needed to call back at 8am.
Apparently the department that could turn on my services had closed for the day. I feel like I was tricked into making these false arrangements just so they could collect money from me. I kept my end of the deal and they refuse to help me. At no time did anyone physically come to my home to disconnect my services. In the 16 months I have had Bright House cable this is the first and only time I have had my services interrupted for nonpayment. Bright House lied to me and did not honor the agreement that they set the terms to. I feel like I have been tricked, swindled, duped, and fraud by Bright House cable company.
This is the THIRD time that Bright House has ILLEGALLY cut my home digital boxes off & I am so sick of their ability to think they can do exactly as they wish. I am getting a personal attorney this time. My HOA pays BH for basic cable. This is included in my monthly fees. I have internet w/ them under my name only. As I try to grab their attention with refusing to pay full monthly charge when I have only used 20 of the full month (due to THEIR ISSUES) they cut my internet connection. This I understand, however when they cut the boxes that are NOT connected with the account time after time? Even after several calls from a attorney stating illegal to do such? Sick of this. I'm sure taking them to court will be useless, but maybe some notice will be taken. I thought they were sold? What happened to that? What horrible professional or should I say unprofessional practices.
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I have had the internet for the last year. I had just moved here and I saw the endless commercials that seemed so nice. Very poor service. Goes out almost every single day. Sometimes several times a day. Poor customer service. They are in no hurry to "fix" your problem. However, they are very good at promptly taking your money!
I've had Bright House 9 months. Been down 10 times. Very unreliable. My bill must be checked as they tend to add charges that aren't necessarily valid. We had a hurricane here but had very minor damage. My electricity was restored in under 24 hours. But I've been waiting for 2 days for Bright House to restore my internet and cable. My printer is wireless and needs internet. Netflix requires my wifi to work. They refuse to give me an estimated time for repairs. Ridiculous but typical of their awful service. Do NOT use Bright House!!! It's awful!!
Here we go again. I just received my first bill since returning south for the winter. It has a false $3 charge for Echo Home Networking. These cable companies are all the same. They try to stick you with those small charges that you did not buy in hopes that you are not paying attention and will just pay. Someone should file a class action lawsuit.
If there was a way to give them a - rating I would! I had DirecTV for over 10 years and the picture was perfect (unless there was a large storm). I mean crystal clear. With Bright House they send someone out to your house over and over pretending there's a problem but never fixing the issue. Their signal looks like a 320X240 YouTube video up resed to 1080. I mean it's so bad and if you're a sports fan get used to watching a pixelated mess.
Now I know this is because of their signal for 2 reasons: A manager from Bright House was sent out and was frank with me and said their signal is garbage and won't be up to par until at the very least 2018; I had a friend that has DirecTV and was able to record the live feed on his computer send me a 5 min clip of the exact same game I was watching on Bright House. I have my PC connected to the same TV and the picture from DirecTV was crystal clear but the Bright House one had such bad pixelation you could not read the names on the jerseys plus it looked like a old Atari 2600 with blocky pixelation around all the players.
They are full of ** if when they say they care about their customer's opinions because I've been complaining about this for almost 7 years. Where I live the homeowners association makes us pay for Bright House and we're not allowed to go to another carrier. So we're stuck with this and I'm telling you it's painful. If you can get any other service including a cup and a long string you'll be better off.
Their internet is just as bad. Overpriced for what you get. Their upload speeds are terrible compared to other companies. So if you run a business out of your house like I do good luck! It's spotty, it's inconstant and it goes down anytime I really need it. These jokers can't even tell me why the modem they provided has this bright light that randomly blinks every few months and what the heck it's for. That's the incompetence you get when you sign up with these guys. I mean the light is so bright it lights up an entire wall in my office and they haven't a clue what it is or why it's doing it.
I am pissed off with Bright House Cable. It started last year 2015 and I was attempting to get my cable reinstated. I paid $300.00 to get the cable on then was disconnected. I started dealing with Deanna from their Charter Escalation Department. What Deanna told me was that I was being charged over a thousand dollars for equipment not being turned in. I was put on a payment plan and was paying $100.00 every two weeks. Then my payment jumped to $274.00 a month. My husband and I both were communicating with Deanna. For the six or so months that we dealt with Deanna she never mentioned a "ten year old bill". All the equipment was turned in and Deanna informed my husband that I would get credit for the almost $800.00 that I paid to Bright House Networks. That never happened. Bright House Networks did some restructuring with the company.
When I tried to reach Deanna the phone was disconnected and when I spoke to her prior she said that she would be getting back with me within two days. Deanna also told my husband this but she never did. I had to call the 1-800 to get a hold of Deanna then I was passed to Alyssa who informed me that I was still being charged over a thousand dollars even though all equipment have been turned in. Alyssa was no help to me and I requested to speak to her boss. When her boss Joe called me he informed me that I was being charged a bill from 2006. I have gotten cable within that ten year period.
I believe that Bright House Networks does not want to credit me any money and that they are making excuses so that they don't have to make good on their end. I would not recommend this company to anyone and they feel that they do not have to credit me anything but for me to pay a ten year bill. I truly do not believe I owe anything because if I did I would not have been able to get cable within the ten year period. Bad customer service and liars at that.
This cable service is the MOST UNRELIABLE service I have ever used. I am surprised of the service this company provides in this day and time. It is sad my daughter is stuck with this service in her area. You can't enjoy looking at tv without interruptions. WORST CABLE SERVICE IN AMERICA!!!
This is possibly one of the worst companies to exist in the history of capitalism. The internet is extremely unreliable and very slow. We bought a $200 router to fix the problem they said was our fault, but it still crashes. Although it does give us faster speeds it is still not the speeds BHN is charging us for. I would much rather get kicked in the teeth by Mike Tyson than call myself a satisfied BHN customer. If you are thinking of buying their service, don't. Comcast probably has better service than this company and for Christ's sake Comcast is getting sued by Washington state.
Bright House cancelled my services after I requested a refund for a double charge. It took me 1h 10 min to get an agent available and after being on the phone for 1h 30 min I suddenly get disconnected. I call back and wait for another hour. It took me a total of 4 hrs plus to get my services reconnected. They wanted to charge me more as the services I had before are now offered at a higher price.
I finally get to talk to a manager and he agrees on keeping me at the same rate as I paid before for the same services. Ok, I thought I was done with them. When I try to watch my recorded videos on one of the TV's it doesn't work. I have to call them back and schedule an appt. Then I look at my credit card charges and they are charging me more than what I used to pay. I call them to complain about their charges and they say there are no notes about me talking to a manager and them authorizing the same price I paid before. I spend another hour on the phone and have to explain everything to two different agents to renegotiate the price for my services. Arghhh. So frustrated with Bright House. Their customer service is the worst of all.
I always had a good relationship with Bright House until the last month or two. I called because my computer was out and I'm tech-challenged completely. I have no one to ask so I need Bright House to come out when it's not working. They said it was the net and my computer was broken. I insisted the tech come out to check to make sure it was broken. He didn't even sit down or touch the computer, just said I needed a new one. Well, after he left a few hours later it worked. A miracle! I found the customer service people very rude and almost made me cry. One tech guy said he would come over and never called or came... I don't know if the other companies are just as bad or worse.
Bright House's services are of poor quality and services interruptions are common. They schedule interruptions so they claim they can update equipment but don't bother to let you know they are about to interrupt your service and when you call to complain all they claim they can do is give you $5 regardless of how much you're losing because of their interruptions. Their customer service call centers it seems are everywhere except the United States and their technicians are never on time if they even show up at all after you have sat and waited on them for most the day, then they yell at you for not being there when they get there even though they are several hours late and make it even more difficult to reschedule because they have logged in their records you were not home when they arrived. PATHETIC SERVICE, if they were not the only provider in my area I would have cancelled services a long time ago.
Big rip off company. They are unreliable, service is bad and I stayed with them for 15 years cause they were the only company in my area. I finally one year got a bundle but they kept raising the price. Now after all these years this lousy horrible company is trying to rip me off once again. Now they claim I have equipment that I do not have. We turned in everything but they came up with more from 8 years ago they claim I have. My house is packed up - there is no other equipment that they did not take back and they had the nerve to insist and not try to resolve this issue.
They went as far as to send a collections agency after me and threatened to ruin my good credit... all for something I do not have. They are harassing me in error. The agency says I have 3 pcs of equipment and the email response says two boxes and I am getting nowhere with this company. I returned everything. Not sure where they came up with the codes and info they have. I can only come to the conclusion that they are thieves.
Use to have 200/15 download/Upload, more than 3 weeks ago. It's now 0/0. After the visit of more than 6 technicians and every day on the phone with help desk techs and supervisors who had all the same diagnoses that there is an external cable problem. This is an unacceptable situation.
I have been a Bright House customer for years, and if Fios was offered in my area, I would jump ship in a heartbeat, no matter the cost. I constantly lose my connection, sometimes for a few seconds, and sometimes for up to an hour. It happens during the day or night, at random times. I have had over a dozen technicians and "supervisors" come out, and none could find the "problem". This is the absolute worst ISP you can find, and you need to avoid them at all costs. I have lost hours of work, movie streams have been interrupted (if not total crap in the first place) and have lost connection in the middle of gaming with friends at the worst times. If you're going to pay a company thousands of your hard earned dollars a year, send it to a different company where you'll get ten times better service than these guys; it's definitely worth doing the research. You can thank me in the next life.
I was basically looking to change from my current DSL company and Bright House assured me that they cover my address and took my monthly payment and based on that I ordered a $90 router and modem that they approved of. The technician showed up at my neighbor's house, within the same community of course, and when I explained to him that the address is incorrect, he asked me to fix the situation with Bright House. They surprisingly do not serve my address. So now, I'm stuck with the return fee of the router, and they never refunded my money. What an unprofessional company!!!
Please stay away from this people. They are horrible. I wasted an entire day waiting for them and never showed up! I had an appt. From 12 to 2 and called several times (5 to be specific) and waited and called up to 7:20 p.m. and the technician was nowhere to be found. Never a courtesy call from neither, BH, or the tech. One of my last calls, they told me he was on his way and waited 2 hours and nothing. I really feel disappointed for the way they handle business.
They add on more fees than any company I know... I supposed to be paying $138 per month but paying $153 per month with all of the add on fees... Now I got a letter that it's going up another 10 per month. A real ripoff... And I thought AT&T was bad and DirecTV... I think I will go back to them after I got this letter from this greed driven company...
Avoid them if you can. We were a customer for several months for their high speed internet service. I would receive their service only a few hours a day at my residence. After several calls a month, numerous technicians being sent to my home (6 total) and still receiving service about 4 hours a day I was ready to disconnect and move on to a competitor's service. They convinced me during my 1st cancellation call to give them another try. The person even said he would credit my account. I did. Big mistake. They sent out another tech who said he could not solve the problem but that another tech would be sent out the following week that was equipped to do so. We set an appointment date. On the day of the appointment no tech showed up. No call, email, nothing.
I called the following day wondering what had happened. The person I called did not even acknowledge the missed appointment and simply said a tech would be sent out that day. I then said I had set the appointment yesterday because I had commitments today but that I would wait for him. I then asked about the credit to my account from the last phone conversation with them. He first said he could not find a credit, then he said he found a credit for $10.00. You read that right, 10 dollars for an entire month of little to no service (my bill is $100.00). I asked to speak to a manager who then told me she could not credit me the month as I had asked, because, and get this... I did not call EVERY DAY. I only called once or twice a week. I asked her where in the terms and conditions I had originally signed, did it state one had to call everyday (I had them in my hands during the call).
She said it did not state that anywhere, to which I responded "then why can't I get a credit for services not received?" She stated again that because I did not call every day I could not. I then ask her to look at the tech logs to see how many times a day I had no service in the last month (the various calls to their tier 3 tech support in the past provided me that info, which was I was without service for most of the day, everyday). She there was no way to know how many times I did not have service. Having her caught in 2 lies (terms & conditions about calling every day and that they have no logs of service signal) I was furious, told her this is not how to conduct business and demanded a her supervisor. She retorted if I want to disconnect service now. Furious I said yes and hung up.
I had Bright House out to my residential service address in the last month to upgrade to a new modem plus 1 additional HD box. Bright House (via the tech subcontractor) crammed the bill with a charge of $119 for adding 3 additional outlets to the house. This never happened. Called customer service and with only me stating the bill seemed rather high for the work done as I understood it, the customer service rep immediately identified the charge for 3 outlets and questioned them...as if this happens often. They seemed agreeable in submitting for a credit back for the erroneous charge.
If you have an opportunity to go with another service provider, I would definitely do it. For the short time I had Bright House services (3 1/2 months), I regret going with them. When I signed up with them, they said they would charge me $96.28/mo for Internet (which is way overpriced for what I had with AT&T). However, in the second month, they raised my bill by $20 and said they could lower it to $101.28 using savings promos available to me. If they were available to me then why didn't you offer them in the first place? Oh right, because it's in the fine print!
Folks, if you do sign up for Bright House then read the fine print. This should be done anyway but Bright House will exploit every chance they have to get as much money out of you as they can. However, finding out what the real costs of the services would be after that is something that I don't even think is possible. If it is, the company doesn't make it simple at all.
Finally, when it came time to cancel my services (due to moving out of the Orlando area), the rep at Bright House told me that I would be getting a refund of $90 back because I had just paid the bill two weeks before so this was the prorated amount I would be getting back. Flash forward almost two months later - still no refund. I call them on Aug 3rd to inquire into the refund and I'm told it was mailed out on the 2nd. So I figured it would get here in a week. Nothing arrives. Called them back today and the rep tells me it'll take six weeks to get to me. Six weeks? I asked her why it takes six weeks and her lame response was, "That's just the way we do it."
I'm guessing the only way Bright House is still in business is that it has something to do with being a smaller company in a few local areas. I've never had this kind of treatment from companies like Comcast or AT&T. Although I know a lot of businesses do try to take advantage of their customers, I found Bright House to be the sketchiest of them all. If I ever do encounter them again, I'm going with someone else.
I signed up for service with an initial install date of 26 July. One HD box and one DVR was the request. Only got one HD box. Called for DVR delivery, scheduled from Thursday 2-4. No Show. Moved appointment to 4-6, no show. Got divisional management involved, promised someone on Friday between 1-6. No Show. Called them and was told the appointment was changed to 6-8. No Show. After 2 days of work, countless hours on the phone, multiple broken promises and a complete lack of respect for the customer, I'm done. This is by far the absolute worst customer service experience I've ever had.
Horrible service. For the past 2+ yrs, bad signals. After several complaint a tech came out, replaced buried line. I told him of water sprinkler lines. One tech dug carefully to expose. The other covered it. Then while using a tool to bury the line he went through my water line. Never fixed it. Service still crappy. Finally after a period of time, had TV cable stopped. Kept the internet. Nothing but problems with signal every time. We complained. We got different excuses. They upped my signal/billing without my consent. More lies about my signal. I told them several time to terminate at end of the current billing cycle, but they kept billing. Never terminated. Finally I spoke with someone who said it was a bad modem they don't use anymore.
They scheduled a service tech. along with 2 confirmation calls for that appointment. The day of appt I received a call from the tech, saying he is unable to make the appt (my day wasted). I told him if he can't make this appt time then don't come at all and to terminate service. I then called Customer Service and complained, and said to terminate at the end of current billing cycle, but they never did.
I today called again. They read a note, that service was to be terminated July 4th. Why not terminated? Who knows? But the bills keep coming. Anyway I told this woman, Ola, who was very nice that if they can't come today then to terminate as I have limited hours of free time. I will not schedule for future no shows. She did try to accommodate for other days, but I am not available then. Their problems at Bright House should not be mine. Tired of lies and misrepresentations to me. I do plan to write a letter to the new Bright House CEO. This company is just horrible.
The worst of the worst! This company is horrible!!! I made a payment arrangement because I had changed jobs, they took all my credit card information over their phone and said everything will be ok I won't get disconnected. I come home and of course I'm disconnected. I called and they are telling me that I never made an arrangement and that all my previous payments were returned which is a lie cause I have my bank statements with the money being taken out each month. I should have changed this company out a long time ago. A few months ago not 1 not 2 not 3 but 4 technicians came out to my house to fix one cable box that I have. But I never complained nor did I disconnect their service nor did they reimburse me or accommodated me. This is the worse company ever. I just don't get it how they are still running as a business.
Consistently horrible service & support. We've never received our advertised (200 mbps) internet speeds. Not on BH's speed test page or anywhere else. They claim 160 mbps is "acceptable." But we're not even getting that (90 mbps and lower). A representative recently told us to bring the modem in to get it switched out. Upon arriving we were informed that they do not carry the modems for replacement & never have. So that also was a waste of time.
Our TV service is also horrible. Frequent pixelation, green screen and picture dropout while attempting to watch TV. Same happens if a show is recorded as well. We've been told we're getting too low of a signal to our home from their tap outside, but some jerk keeps coming and changing it for the worse when the neighbors complain. Which I don't understand why others would get priority over us. We're seriously considering canceling altogether because paying almost $200 a month for this kind of service is absurd. Only problem is our neighborhood is contracted through Brighthouse, so we cannot switch to Verizon or anyone else if we wanted to (which we do).
I doubt they'll get their stuff together. This has been going on for years and progressively getting worse. Don't take my word for it though. Just look around. I don't know how this type of business practice and service quality can even be legal. It really is a shame. To be honest if I knew this about Brighthouse before moving in here I would've opted to move elsewhere the moment I found out the neighborhood was Brighthouse only. I'd give a total of zero stars if I could.
My credit card information was compromised and the credit card company closed the account. I just received a new card but haven't reinstated autopay on the card. Without warning Bright House cut off all services today. When trying to reinstate it with the new card, I was told that they would not reinstate it without updating my 'old' box, however they already charged my card and the service is good until Sept. The box and internet worked fine before they shut it off today. And of course it would cost more. So just turn on the cable as we have 1 TV without the box - well that would also be more because it is no longer a bundle - even though they just charged my credit card through Sept. What a ripoff!! This is after months of hassles of not getting the auto pay to work even though we called multiple times.
I am aware Bright House Networks has been sold. I have been a customer for years. I have had constant problems with the internet/wifi service. I have called many times and have had many service calls. The problem begins with outsourcing. The customer service people are located mostly in India or the Philippines. I will let that go but communication for a communications company should be a priority. I have nothing personally against people in foreign countries but English is not their primary language and they don't comprehend the nuances in many cases. The cut to the chase I still have constant drop outs on wifi and spotty internet connection on a daily basis. The Arris modem has been replaced and I was told this would correct the problem.
The last two Bright House employees at my home seem to be more concerned about their future with the new ownership than with my problem. My sister and I both live on Social Security and have to rely on wifi for phone service because the cell carrier's signal is very poor where we live in the country. A six month old smart tv will not connect to wifi. I have given up on ever having it work. The more critical area is the wifi for the phones. Calls drop out. In fact while I was on the phone to customer service in India (or wherever) the call dropped. The call center employee was kind enough to call me back and said he would note this on the service order which in his words "would be sent to the USA" I still have the same problems despite the new modem.
All customer service will do is send signals to reset the equipment which I can accomplish by resetting it myself. We need the service provided and have no options except Frontier Communications which bought the Verizon cable and internet services in this market. My neighbor has their service and had no service for a week and still has as many issues as I do with Bright House. During one of my many weekly calls to customer service I was told that because of atmospheric conditions and low pressure systems near Florida, signal drop outs will occur. This just is plain funny. My college major was not in the sciences, but common sense tells me this is double talk. In fairness to Bright House due no doubt due to my repeated calls they did give us Epix movie channel free.The core problem still exists and our cable bill is around $220 monthly.
Bright House Networks Company Profile
- Company Name:
- Bright House Networks
- Company Type:
- 700 Carillon Park Suite 1
- Saint Petersburg
- Postal Code:
- United States