Spectrum Reviews

Yes, the fix is free however the loss of saved shows DO have value. Plus, it's very annoying & time consuming to re-program the DVR in order to record the shows you wish to record. When I asked the rep about what caused the problems his explanation didn't make sense to me; I expected a reasonable explanation. He reminded me that he goes through a lot of training & the problems do make sense. I expected a better explanation than the one I was given. Overall, I was not satisfied with Bright House Networks repair service.

In recent emails, telephone calls, online chats (different explanations on each contact), I was told that it is Bright House policy NOT TO GENERATE a detailed statement of account to send via email, OR MAIL, or even made available online FOR ANY BILLING PERIOD that ends in a credit balance. HOW THEN ANYONE to be able to know HOW BRIGHT HOUSE determines what they say if your balance without a statement of activity?? How am I to know what credits were made, IF all were made and IF for correct amounts. HOW AM I TO KNOW if other charges are correct, changes in service, perorations, outlet changes, etc. I also need to know exact taxes charged by various agencies... how can they collect taxes without any statement on what they were charges, the amounts, etc. They would pick a figure out of the sky if they don't have to provide a explanation on details. A statement if so much more than just a statement of balance due, but an accountability of charges, statement of all activity and changes in service. NO OTHER COMPANY I DEAL WITH HAS SUCH AN ASININE policy! It doesn't make sense and is bad policy, if not against regulations at least by taxing authorities if none other?

I also needed to provide three copies of actual statements for three billing periods on a SHOWTIME rebate offer. Two were no problem, but others were for periods with credit balance and no statements were sent. Two reps told me they emailed me the statements in questions, which I never got, and subsequent contacts with supervisors resulted in that I would not and could not get them as the system did not generate a statement copy because of the credit balance.

All customers should be entitled to a detailed statement of activity on their account either online, by email or mail to be able to verify correctness of the balance claimed by Bright House. This NOT RIGHT. I am a senior and disabled and cannot even go into the local service center to stand my ground without paying someone to take me. A supervisor told me it would do no good anyway and the most they could provide is a "ledger" statement of charges and credit, but without explanations of how they are figured and could not be done automatically anyway. Can anyone suggest what can be done to make them change this practice? This would affect at least a third of all the billing periods each year.

The problem is: the subcontractors work very hard to install Brighthouse Network equipment and services (climbing poles, crawling through attics, running cable wire), but they are not getting paid fair wages for the amount of work they do and they are not provided with any medical benefits. In addition to the low wages and lack of benefits, the subcontractors are also required to carry expensive general liability insurance. The liability insurance coverages are to be used when an incident of damage occurs during the Brighthouse Network installation appointments. What this means for the workers who install cable, phone, and internet in this area, as subcontractors to the contractor hired by Brighthouse is, Brighthouse is secretly mistreating American workers and hiding under the veil of ignorance.

If this were a case similar to Ohio Art, where the production plant was in China, I might say it was hard for Brighthouse to see the working conditions of the subcontractors; but Brighthouse is in America and I would like to know the answer to your question. These workers work long hours, invest a lot of money, become injured on the job, and then get sued (real situation) all in the name of Brighthouse Networks (who advertises itself as a wonderful, ethical, community-based, social organization). How can Brighthouse Network check these conditions? And then hold the contractor more accountable for providing better benefits and wages? If I am aware of the unethical working conditions, why isn't Brighthouse or the public who purchases from them? Any suggestions about how to reach high-level executives at Brighthouse to implement these changes would be helpful! Thank you.

We called Brighthouse to install TV, Phone and Internet in our newly built home. My first dealing was with a rude nitwit named Scott who is as dumb as a bag of rocks. He did not introduce himself and the first thing he said was that he could not hook up the phone because the phone jack and cable jack were on two different walls. "Your builder screwed up," he said. So I called the builder over who pointed out to Scott that every home has the jacks on two different walls because people want the phone next to their sofa, not the TV. Scott said he would have to run a wire across the floor.

I told him to forget it and we would call Verizon. Guess what? As if by magic, Scott said he could hook it up the way it was. My builder laughed. But since we only paid for a phone in one room, because we bought a phone with three wireless handsets, Scott cut the ends off the wires going to the other rooms. My builder went ballistic. My builder explained to Scott that the wires inside the home belonged to the homeowner. I paid for them! I sat with my builder, designed the layout, had the builder install my phone lines, alarm lines, cable lines and sound system. “How dare you cut my wires? If you want to limit my service, do it from outside in your box,” I told him.

I called Brighthouse and they told me they could send a technician out for a $20 service call and a $19.95 charge to reconnect the wires. I told her there was a technician here now. She said, “Oh, so it will only be a $19.95 charge.” “To put my wires back the way they were before you cut them!?” Yes, she said. Her name was Marilyn. Thank God my builder was nice enough to repair all the damage for nothing.

Then on the outside of my house there are eight wires coming out of the cement wall - four cable and four telephone. The wires were looped waiting to be connected and were about eight feet long. Scott mounts the box on my wall six feet away from where they were coming through the concrete and left eight ugly wires dangling in the wind. He refused to move the box so it was positioned over where the wires came out of the wall. He said that is how it was always done. My builder challenged him to find another house in my neighborhood like that and he could not but he still refused to move the box.

I called Brighthouse, spoke with a Kim I believe, and she sent an even bigger jerk to my house. He too refused to move the box until I got the builder who told Brighthouse that that sloppy work was not acceptable by the homeowners association and either move it or they would not be let back on the property (it is still private property, the roads have not been dedicated). Brian reluctantly moved the box but it took him almost three hours because all he did was ** and complain about how he doesn't work for the homeowners association and how I should just let my HOA sue me. I didn't even know what he was talking about!

It was the ONLY bad experience I had with my new home in Florida, but I do not plan on keeping Brighthouse. I don't see how things could get better. We will switch to Verizon and FIOS shortly.

I called, lodged a complaint and told them not to send him here again. That I needed someone to come back out and remove the trap so I could do business on the internet. They rescheduled to come back out a couple of hours later to remove the trap. The tech showed up and I could not believe they sent out the same tech after I complained and asked them not to send out the same tech. So I told him to remove the trap. At first he tried to tell me that he did not put on the trap, which is a lie because I checked. So I called again and was told they have problems in the area that will not be repaired until the 31st. So I asked them to remove the trap till then so I could do business on the internet. They refused to do anything about it.

I have been a customer of theirs for well over 10 years. So I spoke to a supervisor again named Melonie. She refused to do anything about it. I am very mad about this. The customer service is the worst customer service I have ever received from any business in my entire life. Well, now I am checking on other cable companies. But it seems Bright House has a monopoly on cable service, so now I will be checking on satellite service so I can tell Bright House to stick their service where the sun does not shine.

So the Bright House guy tells me I should be paying a total of $152 and change because now I have HBO. Excuse me, but the $55.00 already includes free HBO. To my reasoning, I should be paying the $136 and change less the $55.00 I pay in my rent. It appears that a portion of this $55.00 maybe kicked back to the Apartment Community, or why else would Bright House argue for more money than I was spending before? I got nowhere with them so I am returning both my VCR's and going to utilize Basic, and they will be out the ongoing extra income I now pay. Florida really sucks for consumers, workers and tenants!

In February, the monthly payment was automatically taken out of my account as it should be since switched title on the account. But my name wasn't on the account when I checked; it was still under my roommate's name. I notified Bright House and was told that they would take care of it since we had already gone into the office and verified that we wanted the switch. In March, money was taken out of my roommate's account and money was taken out of my account - double-dipping?! Seriously, people! I called Bright House and told them what had happened and was told that it was because we didn't do the switch title properly? Hello? Seriously?! We were told to go into the office and show our ID to verify the switch. We did that and you're telling me that we didn't do what we were told?

Needless to say, I cancelled Bright House. When I went to the office to drop off the equipment, I gave the rep my piece of mind and was told that we didn't do the title switch properly. I told the rep that their people need to be trained better because the person who "helped" us back in January when we came in to do the switch didn't ask us for anything other than our ID for verification. I asked to speak to the manager and was told flat out, "He's busy". I told them to reimburse my roommate for the fund taken out of her account which I was told that they would do that. And since I was cancelling the service, I would be billed later for the service up to date of the cancellation.

I never got the bill in the mail. The bill was sent to my roommate's boyfriend's address and not to my address. On top of that, Bright House sent the bill to collection saying that the bill wasn't paid on time when the payment due date wasn't even up for another 2-3 weeks! Do I sound pissed?!? Yes, I am. I hate Bright House. They seriously need to train their personnel and representatives better in customer service.

Herein lies the problem. Our internet signal is worse than it has ever been and we just had a guy out to our house less than two weeks ago to fix it for good, they said. Nothing is fixed. It has never been fixed correctly and I am still paying for a service that for the most part I can't use. I am physically sick over all of the phone calls and the techs that have been to my home. I am just so sick of it all. I just want the service I pay for to work properly. That is all!

Well it is a good thing that I did not set it up to draft because the funds were still sitting there. I contacted my bank and they said that due to the incorrect spelling of my name, they would not let the funds come out. Okay, I understand after being a victim of identity theft. I contacted BH to explain this to the reps, and again, they said that you are past due and that they never saw where I set this up. I even sent information such as my driver's license and military ID, but they still cannot get their bill pay system working correctly. I went ahead and paid using my debit card. Well then the payments come out correctly.

Each month I had to pay using my debit card, and I thought that finally my account was with the correct name spelling. Well, I set up to have it drafted from my bank account and guess what? No funds withdrew. I contacted my bank again, and I got the same thing - my name is being misspelled from BH so no funds came out. I finally spoke with this person named Miss ** and she was no help saying how is it that I've used 3 months of cable (a big fat ** lie!) and not pay for it. I told her that I always paid them and scheduled the payments online via bank draft and it did not go through again. So now they have disconnected my cable due to the fact that I am 3 months past due?! Really?! I have explained this to different reps every month then every other month until I got fed up and took their equipment back.

I am moving within a month anyways, so I don't need their terrible service anymore. I have asked over and over again to redo my account and get no help other than well you pay or we disconnect. I am so surprised that a class action lawsuit has not been filed against this company for their incompetent workers and the service with my cable and internet running very slow with this company. And to think that almost a year ago, this nightmare started with them misspelling my first name. Now I am getting information with the incorrect first name on it in the mail. My goodness, BH just wants your money and nothing else. And they do not care to fix their mistakes at all.

The internet, however is finally working but trying to deal with that was a priority over the TV at the time, hence the reason that I didn't complain too much about this previously. Everyone in this condo community says they have the same issues. The service techs have told me and others that it is a problem with an overloaded HUB. If that is why, and if you do not anticipate any improvement of service, then please, just be honest. Today's issue: I called customer service at around 11pm, Saturday evening as I was laid up in bed after having oral surgery, and my services were not working. Consequently, a lead tech was supposed to be at my house today between 12 and 2. It is 2:12pm and no one has called or showed up; typical.

Again, when asked previously why I didn't call about the TV not working properly, it is generally because by the time I watch the TV, it's late at night, and to be honest, dealing with this is exhausting and inconvenient. Please call me or email me regarding the proof that I sent you regarding what I was told about the credits. Further, I was told to ask for credits due to Saturday's issue. New Year’s Eve was rented multiple times in one day and it worked on one TV, but would not run on the other. However, last night when I went to watch it on the TV where it had worked, it was pixelated, would skip and jump around so couldn't watch there either.

I rented another movie as well on Saturday to test to see if it was just because we were trying to rent on all cable boxes, but that stopped working and gave me a code 33024 as well in the middle of movie. I have called customer service and they are supposed to be messaging tech support. I am starting to think that you do not value my business and just hope I go to another company. The problem is that I made a big decision going with you after being with Verizon for over a decade. Their customer service was horrible, but at least their service worked. At this point, I see no difference other than the quality of product provided and as a business owner, I can say that decent customer service goes a long way. Please feel free to call or email me.

Again, I'm most frustrated that I was told that I was not getting the credit that I was told I would get, and today is a perfect example of someone saying something, but not delivering what they promised. I make $20 an hour and have been waiting since 12pm. Response: “I have requested assistance from Tri-County Operations Vice President and General Manager, **. He will be ensuring that any technical issues have been explored, and is the appointed company representative authorized to make any decisions on your account. Mr. ** is available at **. I will continue to monitor your concern from Syracuse, but encourage you to reach out to your local VP/GM as well. Thank you.”

After they monitored my equipment and replaced it twice, I was told by Mr. ** that not only was nothing wrong with my equipment (even though they monitored then called me telling me that they had to come and replace it as it was bad) but further asked upon me demanding the credits they had promised "why I would continue to dine at their establishment." The day I made a payment to them is the same day I decided not to be forced into paying a balance that they said would be credited. I went with Verizon and all is well thus far. At least my service works and so far, billing is accurate.

However, when I notified Kat in Syracuse about Mr. **’s rudeness and his continuous lies about nothing being wrong with my service, and when I told her I would not pay the full balance and wanted the credits promised to me, she threatened to put me in collections to ruin my credit and they have. I will dispute this to my death. It's not right what these people are doing.

This is very stressful on me and it has put my health condition in trouble as I have a disability that I suffer from. I am being charged daily because these people refuse to do their jobs by getting one customer account on track. I should have not had to even call all these people. They won’t give the higher corporate office’s number because they don’t want them to know just how bad they treat Bright House customers. I will call the attorney general’s office to see what help I can get with this bad experience I am suffering by the hands of Bright House. How they can sleep at night treating people so badly is beyond me.

I called Bright House and the person that I talked to said that the tech has been here and even gave a description of the house and he said that he talked to the people that were here and told them he needed a letter of permission to hook up our services. Well, nobody here has seen or heard from the tech. The woman said she would send him back out between 4 and 6, and I told her I'd appreciate it because I'd like to know who he talked to here since none of us have talked to him. This is beyond ridiculous that we can't seem to get them out here and all we keep getting from them is crap and no help.

We were blissfully ignorant until this evening, when I was denied a request to download a movie on demand. When I called customer service, I was informed by the phone rep that we owed the outrageous amount of over $780, evidently an accumulation of late charges and fees with tax on top. Apparently, I missed a payment, perhaps when my husband was hospitalized last November (although I would not know for sure because the phone rep couldn't tell me exactly). When that lady couldn't explain to me why the amount owed was so high, she put me through to her supervisor Chris #**.

Chris said that I am responsible for the bill, despite my protests that we never received any billing statements and that I was unaware of such charges. I tried to explain to him that I would never allow a bill to get that far out of hand and would have been happy to pay for the one month I fell behind had I known. His snide answer is that I have to be responsible for my bills. So apparently, because of that missed payment, I now owe over 300% interest in late fees. I know there's nothing I can do about it because there's no way I can prove that we never received a bill in the mail. That's why the people that run Bright House Networks are nothing more than sophisticated crooks, squeezing money out of the locals one fee at a time.

But, hey, if the rep could give me better directions, then great. But no, she is not local and isn't familiar with the area, so she gave me the MapQuest version of the directions. Still, I can't find the office. Still, I can't talk to anyone who works there. I still would have only been slightly annoyed about that, but twice during my calls to the 800 number I was disconnected by the rep after waiting on hold for a long time. Frustrating! Then to make it worse, I get the call back with the customer satisfaction survey. And trust me, I wanted to fill that out, but the automated system kept asking me to dial the number that I received the call from before I could complete the survey.

Even though I am looking at my call log and know I am entering it correctly, it never will accept the number that I am entering. So now I can not even complete the damn survey - probably because they know I am not happy and kept getting hung up on and the run around. So, they don't want a bad survey? I don't know. I can't believe how difficult they make something that is simple like replacing a remote. They don't even have an option on the list when you call for replacing a remote or other merchandise, so you end up getting routed to the wrong number. I wish there were more options in my area for internet and cable service because I hate not being able to get help when I need it when I pay so much money for a service. When I want to add services, you had better believe it is as easy as it can be to get assistance. Very uncool.

With Comcast, I had a package of 2 HD DVRs, 1 standard box, high speed internet, Showtime, HBO, The Movie Channel, HD programming and the price is $125 per month. With Bright House, I have 2 HD DVRs, 1 standard box, high speed internet, HD programming, no premium channels and the price is $180 per month. How is this even fair? These prices are not competitive and I'm guessing because they have no competition besides satellite. The HD channels from Comcast and BH look exactly the same. 1080i looks exactly the same. Comcast and AT&T Uverse cannot be in the area. Why is that? And why won't they help me make the service more affordable? This is my Bright House experience and I'm not happy. The picture and internet are all good; however, the prices are outrageous!

Their services do not work properly and they refuse to credit your account for the days the services are not properly working. If this were an isolated incident, I would say "bad business" but this is the normal way they do business which means that they are essentially extorting their customers. There are no similar service providers in the area and so consumers are forced to use their services. I am shocked, frankly, that a class action lawsuit has not been filed yet. I am also shocked that their billing and accounting practices have not been audited or examined. They should not be enabled to continue this.

In the very 1st bill, I was charged for Sportpass 2 times in 1 month (which I never ordered). So the customer service rep apologized and reimbursed my account. I made a payment that day; at which time, I was told my account was actually overpaid and that my next bill wasn't even out yet, and so no late fees. Then 2 weeks later, I got a bill frm Bright House which said that they had accidentally applied $170 to my account and had to take it off and applied it back to my account to be paid in full along with my regular cable bill. So needless to say, my bill was a little over $300 that one month. That doesn't seem fair to me.

Also, they have charged me for services I never even got! Any way you look at it, $133 a month times 5 months equals $665.00. And like I told the customer service rep and their billing supervisor that if they charged me a late fee every month that I've had service at $5.50 a month, that's $33.00 all day long! Of course, they send their collectors to put a piece of paper on your door and charge you $20 bucks a pop. Yet, they will not send someone out here to explain to me face to face since over the phone is a joke!

I told them if they charged me $20 collection fees every month, that's still not but $100! Bright House is trying to say that I owe them right at $400(!), not including this new month! Impossible! They sent me every copy of my bills from day 1! They lie so badly that when I finally got through to a billing supervisor, he was very rude and did not care to hear what I had to say. So when asked to start at the beginning explaining the first overages, I did not tell them that back then when I got the bill, I had called and they found the charges and "fixed" my problem that month.

So he put me on hold to look at my bill. He came back and started to explain to me how I had been charged for a half of a month's service on my phone! My phone was cut on a week after my cable and internet was connected! If anything, It would be the cable and internet, not the phone! But then I said, "But wait a minute, sir. Isn't that why I was billed a month in a half in advance because it was prorated? I paid that first!" He didn't even mention the charges that had been fixed from that month.

Then he began to basically tell me that as far as Bright House is concerned, I owe it and that therefore, they don't have to explain anything and that was my bill and it had to be paid in full or my service would be cut off. He continued to cut me off and talked over me as if what I had to say was not even important to him! He then informed me that we were going to be disconnected, and I said, "You're going to hang up on me? I want a number to your corporate office, your manager's number or name because obviously I'm done talking to you and getting nowhere!"

He refused to give me any numbers and said that the best he could do was to give it to his manager and that if he felt it was worthy, he would give me a call back. He also asked, "What"s your number again?" I was so livid. I said, "So let me get this straight. I have to depend on you to give your boss a complaint on your self?! Does that just about cover it? Yeah well, imagine that!" He said sarcastically like "Yeah, yeah, your number, ma'am?"

At this point, I had had it! I said to him, "You see, no wonder, Bright House is messing up my bills. They have idiots like you in a supervisor position, and you are so stupid that you have to ask me my home number when you service me with it? You should have my number and account right in front of you, ignoramus!" I'm trying to go to the news channels because I can prove I don't owe any of these outrageous charges! I am so disgusted with Bright House!

My husband called for service Wednesday (29 Feb), immediately after that we lost wireless completely. I spent Saturday night/Sunday morning on the phone with a bright house rep and got nowhere. I bought my own modem and I am waiting for a tech to come activate it. Sunday afternoon, I still had no wireless, so I went into the settings on the Ubee site and somehow our pre-shared key had been changed, therefore dropping all of my wireless devices. I feel as if we are being punished for dropping their other services. I know this is ridiculous, but no one else has access to that passcode. We are actually considering moving just so we can get our internet service through another provider.

Work began on 1/24/12. Work was performed by PDQ Cable Construction, Inc. On the first day the construction crew broke a sewer line on my front lawn. They did not let anyone know about this and just left for the day. When I went out to walk my dog about 10:00PM, my front lawn was covered with raw sewage which was bubbling out of the broken line. The crew completed their work on 1/26/12. That day the construction supervisor, Al ** came to my front door and assured me the damaged sod would be replaced by his men. He gave me his business card and asked me to deal directly with him, since it would be quicker than dealing with Bright House. He and his men left and left my property in disrepair.

On 1/27/12, one of his crew was outside taking measuring. I confronted him about my property. He told me that since it was wet and muddy, they were waiting until Monday for it to dry, at which time they would rake out all the loose dirt left behind and install new sod. On 1/30/12 at 11:20AM, I called Mr. Al at the number he provided me to find out if the repairs would be made that day. His receptionist questioned me as to who I was then proceeded to tell me Mr. Al was in the field.

She called me back at 11:30AM and told me the construction crew was out on a job and they would be at my house that afternoon to do the promised work. The never showed up. Since then I have been going back and forth with various representatives of Bright House Networks, the latest being Barbara an e-Care Specialist who has been assuring me they will repair the damage. In a telephone conversation on 2/1/12 Barbara told me that I would be contacted by their "property damage group" no later than 2/6/12. They never contacted me.

Barbara told me she would follow up with me on either 2/9/12 or 2/10/12 via telephone. She never did. On 2/13/12, I sent her an e-mail to find out what is going on. Today, 2/14/12, she responded to my e-mail telling me that my claim is marked "closed." They have ruined several areas of my sod, which I paid $4000.00 to have installed, and they have dumped debris and concrete on the property across the street from my home for me to look at. They promised to make repairs. They have not, and I can't get anyone in the company to help. All correspondence, including e-mails and telephone conversations, are documented.

After three months of not having service because a Bright House employed technician cut my line and illegally hooked up my neighbors, mine stopped working. Once I did all the required to reset the box and still no service returned, I called in and spoke to a lovely lady who dismissed me completely saying, "Our techs are trained and certified. They know better than to hook up service and would not cost a paying customer by cutting their line. But I will look into it and return your call." She never called back.

Today has been the three and half month mark. A tech came to my door asking for payment by which I was very surprised having never gotten a bill and never had another phone call. He said I owed $90 and asked for the money else my service be cancelled. When I told him why I was so shocked, he said the other tech must have used my service to piggy back my neighbors and that he more then likely cut my line when I requested him to go and see if that was the case. He declined saying that Bright House would not allow him to go and investigate the cause. He was only here to check if the payment would be received. I then walked into my room, opened my closet and took the modem out of the box where it has been sitting neatly tucked away for more then three months now. I handed it to him and received a receipt.

Then following his advise I called in and tried to understand why I had to pay almost $100 for a tech's mistake and was happy to know the lady I had complained to months before hadn't even notated on my account that I called in. And the gentleman named John I spoke with blatantly called me a liar saying I was just wanting three months of free service and he would not credit my account my response was simple. "Never did I ask for a credit. I simply asked to understand how I'm to pay a bill for a mistake the tech made and when I called to see why my service is off, no one even notates in my account I called."

He passes me to a supervisor who tells me I received a bill the 4th of every month in my email. I repeat I have no internet. He laughs at me and says he cannot check my usage. He will not send out a tech to investigate but he expects full payment for me to have my internet linked up again from the remote access main computer. I'm shocked that they want me to pay for having no service and laughed and called me a liar when I told them their employee messed up so I will never use Bright House again.

It's the worst service I would ever ask for. The customer care center is dreadful. I'm a full time student and employee who has to go to McDonald's every time I want to use my computer because Bright House messed up. I will be switching to Verizon now that I know my service is cancelled and Bright House can eat the $90. They will never see a penny out of me again.

I got a call 2 days before the scheduled installation by a sales rep from Bright House. He told me that they were offering free trial of the premium service with 1 month free for $120.00 per month. So, I told him I don't need the phone or the extra premium services. But the free month was appealing. He insisted that it was a hassle free trial and I won't have to keep the service. He said all I have to do was to cancel the service before the end of the first month and they would revert me back to my original order and my only obligation was to try it for 30 days. I made him repeat it 3 times. So, I fell for the sales pitch and changed my order for their new promo.

I called on the 3rd week and told them I wanted to cancel and revert back to my original order. The first 5 hours on the phone was literally bouncing from one operator to the next and waiting and repeating my story over and over. Finally, the next day I got a hold of a customer supervisor and she was the most helpful. After about 3 days on the phone, she assured me she would get to the bottom of it and get me the deal I was promised.

I told him that it would have been considerate if he could have called us to let us know that he was running so late. We have wasted well over 4 hours that were stolen out of our lives to try and fix a remote. Now we will have to wait again for another appointment and waste more time out of our lives. This company spends millions advertising about their employees and their service. Why not just save all that money and train all there employees better? They wasted hours out of our lives that we can never make up because of the poor service of Bright House Networks.

I did this the first 6 or 7 times it happened, but was always told that they could not find a problem with our lines or boxes. The problem continues constantly. The internet shuts down almost hourly, the cable cuts out, gets garbled, poor picture and then back to okay. We really wish we could find another provider. Dish and Direct or Comcast cannot help us as we are unable to get a line of sight for our antenna. We are at the mercy of Bright House. It is like extortion. I miss my cable company in Lynbrook, NY. What do I need to do? I am at the point to where I want to report this to the news because this doesn't make sense. I am paying for 2 services that barely work. We should be given several months of free service because of all the crap we have put up with from a company that only God must know how they got a customer service award.

I guess the meaning of customer service has become how bad can you treat customers and they still stay with you! We want these issues fixed or we just want to cancel. What do I need to do? I have called and complained and I don't know how many times already. Everyone I talked to acted like they didn't even care. Once they have their money, who cares about your service?

We have Century Link and after having professionals like Geek Squad seeing our best value and not charging us due to lack of them not getting us connected and even letting us know Bright House needed to replace their equipment, we went with Century Link. Although we have other contracts with DirecTV, they’re not too bad. I want to say Century Link seems to really care in Kissimmee.

The last time they raised it (a few months ago) we'd had enough, and called to cancel. They immediately dropped it back to its original rate, which tells me they are evil crooks that are trying to see how far they can dig into our pockets before we cry mercy. It's despicable.

Unfortunately, where I live, they are pretty much the only option. So I guess, we'll just have to deal with their ** but if you can avoid getting Bright House, you should do so.

Bright House charges for internet service a month in advance, and they sent this independent contractor to post notice on customers' doors. I already raised this complaint and was told it's Bright House policy. I can understand if a bill is overdue. Just disconnect the service. But making money out of consumers is not fair.

They always want to send out a technician to check it out. I did this the first 6 or 7 times it happened but was always told that they could not find a problem with our lines or boxes. The problem continues constantly. The internet shuts down almost hourly, the cable cuts out, gets garbled, poor picture and then back to okay,

My DV-R box will decide to reboot for no apparent reason. When I order a PPV, I expect to be able to watch the movie in good quality and relax without needing to rewind it on a regular basis to catch what was said because the signal became garbled. On 5 occasions, we ordered movies and the signal was so bad we could not enjoy watching it. We shut it off less than 10 minutes into the movie and Bright House refused a refund.

We really wish we could find another provider. Dish and Direct cannot help us as we are unable to get a line of sight for our antenna. We are at the mercy of Bright House. It is like extortion.

What do I need to do? I am at the point to where I want to report this to the news because this ** don't make sense. I am paying for 2 services that barely work. We should be given several months of free service because of all the crap we have put up with from a company that only God must know how they got a customer service award.

I guess the meaning of customer service has become how bad can you treat customers and they still stay with you! We want these issues fixed or we just want to cancel. What do I need to do? I have called and complained and I don't know how many times already. Every one I talked to act like they didn't even care. Like I said, I have been very nice and patient but now I am fed up.

Originally, Knight, the subcontractor sent two guys to hook up cable on Wednesday between 4 to 6 pm. The cable underground doesn't reach the house. A supervisor was supposed to come and "look" at the job on Thursday at 6 pm. Today, I'm off work again for the guy who showed up from Knight between 8 to 10 am. He showed up at 9:58 am. With a smile, he said, "Oh we're here when schedule and have excellent customer ratings."

Now, I'm waiting for another Bright House guy to show up. "He's on his way." Yeah, an hour later no one has called or showed up! Yeah, I'm tempted to call Bright House and tell them, “I'm on my way. You've all getting a $1,000 when I show up…just wait for me.” So again I wait and wait. Another day off or half-day work! Now, I have taken 3 1/2 days off just to be able to watch that new show "Revenge" on Wednesday nights!

On 5/27/11, my husband and I dropped off the Modem, received a receipt and a print out of my account showing a balance of $604.11. I was told I will receive my credit within six weeks. .On 9/14/11, I spoke with a Supervisor Litz and she said the account was debited three times, which was not paid into Bright house. A $230.00 adjustment was made three times. She stated she is going to speak to Mannie to shed some light on why the adjustment was taken off. She said multiple times that she does not know what is going on with the account. It is 9/20/11 and I have not received a call or follow up from a representative telling me what happened. I did not authorized Bright House to remove money from my account, I would like my money to be refunded immediately.

I have had Time Warner Bright House since 1996. I have always had problems with the service every time it rains and every time the wind blows hard. Their excuse is that we are at the end of the line that's why we get all the problems. I really feel taken advantage of. They have never once offered to compensate us somehow for all our tolerance of their **ups! I think it's time for me to look for another service. If they were as loyal to me as I have been with them, then I guess we would have something.

On 5/10/11 they called my cellphone looking to be paid. I returned their call and spoke to George, who was very helpful (I thought). He said the same thing .I had to pay $268.00 and the balance would be about $275.00 for equipment charge which they would continue to bill me until I came back down. Then if I decided to have it turned on, I just needed to call them. Or I can call and have the equipment picked up. I was so aggravated that I just paid for services I didn't receive. Then he also told me he could see where I called in January. He said whoever called wanted services to be put back on Feb 4th. Now isn't that odd the day before Trish said that I never called in. George also took my mailing address up here in NY so any future bills would come here. He also said to disregard any future bills, because it is only the equipment charge and wait until October. He gave me a reference #01066R if there is any more problems.

On 5/11/11 they called me to collect the $264.00 I already paid. End of June, I received a collections notice from Brighthouse for $250.01, so I called on 7/20/11 and spoke to Shelly. Apparently it doesn't matter what one person says, because the next time you call that person had told you the wrong thing. Those people are really messed up. Shelly said if the bill wasn't paid in 10 days, the balance automatically goes into collections. Big communication gap between departments. When I told Shelly I was going to call the Attorney General's Office and my lawyer she decided to patch me through to a supervisor. Now I talked to Tanisha, who told me that George misinformed me and she was apologizing for him. She said when you call you could be talking to someone in Orlando, Tampa, Melbourne or wherever. It doesn't always ring into the same office (this place needs a good overhaul). She couldn't help me enough. By the time I got off the phone, I was going back on vacation and she would be adjusting the bill. She said to give her a week to straighten it out and I would see the adjustments in the next couple of bills. On 8/8/11, I received a bill for $88.33, so I called and Dale said the final adjustment would be made. He could see where I was back on "vacation" and had a Credit balance of $24.99.

The DVR-HD pace box for cable is a joke! How they can distribute these things is mind boggling! The state needs to get onto Bright House to have them clean up their act! I am changing to Verizon and will never deal with Bright House ever again. I will blackball them to everyone I know! Faster email is yet another scam! Don't fall for it! Take your money elsewhere, unless you want a cable that is utterly useless, an Internet that is slow as jam, and phone service that is only good for when you need to call Bright House to cancel your service and kiss their pathetic services good bye! Please take your money elsewhere! Please! I am telling you, it will add many years to your life if you just take your money elsewhere even if it is $100.00 a month more expensive!

What do I need to do? I am at the point to where I want to report this to the news, because this ** don't make sense. I am paying for 2 services that barely work. I want a refund. And I want this ** fixed or I just wanted to cancel. What do I need to do? I have called and complained. I don't know how many times. And every one I talked to act like they didn't even care. Like I said, I have been very nice and patient. But now I am fed up.

I called again and the customer person said I should change my billing address because the computer only recognizes billing address and even though I clearly verbalized twice by phone to a customer person about the correct name and address for mailing and was told it would be done, I was then told by the last customer person that the computer only sends to the billing address... what? and he wanted me to essentially lie or falsify my billing address at which time I told him I wouldn't do that and could they just mail it to the right address that I'm giving them.. he would not.. and he didn't think anything was wrong with this. I have wasted so much time dealing with incompetent customer service.. I would have spent my time better banging my head against a wall..

I WILL NEVER DO BUSINESS WITH BRIGHTHOUSE AGAIN.. I DO NOT FEEL THEY CARE ABOUT ANY SEMBLANCE OF QUALITY CUSTOMER CARE. BUYER BEWARE.

I think they checked the level of the pilot, in any way they said it's good and they cannot say what is causing the trouble! Then they changed the modem. The modem used by this company is an old Cisco/Scientific Atlantic model. (Webstar DPX2203C or EPX2203C, that with the battery). By the way, don't replace the modem with another one owned by yourself. That will not work because BH needs the serial no. and the MAC Address and I don't know if they will accept your own. But if they will do, they always have something they can say will cause the problem!

Then they changed in their helpless way all the cables from the antenna outlets to the TV sets. The last thing they changed was the splitter. (If they would measure, the input level and the attenuation to the output connectors would be more helpful!) Then they said that's all they can do in the moment and that it will work now. It really worked for 20 minutes, great! I wanted to reset their super modem, but I nearly could not touch it because it was extremely hot! I turned it off and waited till it was cool again and turned it on again. Internet worked, but the modem started to heat up again. Now I took the battery out of the modem and it got no more so hot! (There must have been a short in one or more cells of the battery). When I had done that, I also noticed that the antenna connector of the modem was not properly fastened, but that was only a side effect and it had nothing to do with the trouble. This modem, produced in China disappointed me about Cisco. I know really better equipment produced from them. That depends on Scientific Atlantic, too, which is now owned by Cisco.

Now I have to say again, that it was late in the evening when the "ordinary" technicians left the house and it was in spring time and quite cold outside. What shall I say, the next day came, the Internet (and telephone, voice over IP) still worked. Then the temperature stated to rise and the Internet failed again! That got always worse while the summer was coming and ended in a complete failure of the Internet! The "ordinary" technicians had not the idea to ask some neighbors, who also use Bright House if they would have the same problem. That probably could bring them to the idea that the (bidirectional) amplifiers which are hanging on the telephone poles and are barbecued in the sun could cause the problem! Those amplifiers have a characteristic curve which may be influenced by the temperature.

I think they also never checked the supply voltage of those amplifiers! By the way, now I am living in an area where the amplifiers are underground and the people living here don't have that problem. (Not me, I never would order Bright House after this, and my next experience, I will describe in the second part of this complaint). Okay, this ugly story will not end here! I must tell you that my wife gave them my e-mail (after that was allowed to her from the landlady) for being able to log in their ESPN access. Meanwhile, we moved out and got our first independent apartment in the US. I had no Internet access for several days. The first e-mail I received was from Bright House about a missed appointment! I called my former landlady and informed her. (We used my e-mail because she is not interested in the Internet). She told me that she reported BH that the Internet (and the phone, voice over IP) completely failed. (With her cell phone, remember a Bright House phone is always as good as the cell phone besides it!) Okay, they could not know that with my e-mail, but it is a really "ordinary" idea to make an appointment via the Internet if the Internet is reported failed! In any way, after some phone contacts (cell phone) the "ordinary" technicians had been there with the result that they told her, they cannot find the trouble! Now she is a customer of AT&T! She should have had done some month before! I would like to see the reaction of my former boss if I would tell him that I cannot solve the problem! Depending on that now, my experience with the call center or hotline or whatever it is from BH. After I read this e-mail, I called them and wanted to explain to them that they should not use my e-mail. Answer: I have not the right to do that; it must be done by their costumer! Great, I don't have the right to determine who can use my e-mail and who cannot! In any way, that's over now!

At last, let me say something about their TV supply. On the first view it looked good. (She had only the analogue package.) They had all channels which seemed to be interesting for the average people. (News, sports and movies) But after a short time, I noticed that the commercials are brought mostly at the same time that it will be uninteresting to change the channel! In my new home, I only get digital TV, programs free to air with an indoor antenna and a converter (41 programs). I never liked cable TV and to pay for something I can get free. Therefore, I always use a satellite antenna before and I don't know if that is allowed in those apartments. But what I found out was that there are fewer commercials, even on programs offered by Bright House! That means, they cut the programs and add their own commercials to earn more money! I think that it’s impertinent because they are not cheap and if I pay for something, I don't want to have commercials! By the way, you can see the cuts; it is not made in a professional kind!

Now to the second part of my Bright House Story: To write that, I must tell you something about my history and my former profession in Germany. I worked there as a communication technician in government service and I got one of the best educations in any field of communications and broadband technology you could imagine! And I can prove that with my documents! And that service had been privatized and we, as officials, got the chance to get retired 10 years earlier. I desired to start a new life in the US. Among others, I also send three applications for work to BH. I always got the answer, that they hired someone who seemed to be better. If you look to their descriptions of the knowledge they expect, it seems more important that you know how to dig the holes for their RG59-cable (would be better to burry their managers), to use a ladder and to lift some heavyweight, instead a good based knowledge about your technology ("some electronic experience"). I think, that means if you know how to connect your DVD Recorder to your TV Set, you are "ordinary"! If you compare that to the application process of AT&T, you will see that they make an online test before you can send your application. But AT&T is only hiring salespeople in the moment! Back to BH. During my time in Germany, I had to work with much more complex and difficult systems than that what is used by BH. In some cases, that was even security relevant. If I would have had the knowledge of an average BH technician, I even probably would endanger the life of people! I said before, I would like to see the reaction of my former boss if I tell him I can't solve the problem. I think that would have been the end of my career! It was uninteresting for Bright House, too, that I have a good knowledge about computers. That means the operation of all Windows systems (Windows 95 to Windows 7), the function, repair, construction and setup of computers. The administration of greater PBAX Systems (or even central exchange) is also not important for them! If I should apply for a job with BH again, I would write to them, “I know how to plug a power line cord into the power outlet!” I think that will give me a real chance. But do I still really want to work for this company? I think that will be a disaster for the company and for me!

My final recommendation is: "Stay away from this company as far as you can! They don't care about their customers; they only want your best: your money! If there is someone who’s reading this and wants to give me a chance for "The American Way of Life", he shall post the name of his company in this forum, I will contact him. I am US resident with green card, Social Security number, a permit to work in the US, and a Florida driver’s license. Now the last thing I have to do is to apologize for my English, but I am in this country only for about eight months, and I like it!

Never was a rebate or discount ever offered even after suggested. More important, nothing was fixed. Oddly, when the tech rep arrives, everything works 100% great. The other 99% of the time, bad, bad, bad, bad. I guess it's time to shop for something else. This is torture. On the positive side, the net has gone down only two times in six months. One time, for about 12 hours. Oddly, it fixed itself (really?) just before the rep arrived.

In addition, the digital cable picture was often pixellated and the sound garbled, and they changed out the cable boxes which made absolutely no difference to the quality. We had no less than 10 service calls during this time, for which someone had to be here at the house, costing us time and money, and merely adding to our frustration.

We were told, each and every time, that the problem was not in the lines, but something in our house: they blamed the modem, our inside connections, and even our TVs, and they never once admitted that the problem was on their end. On one occasion, we had called to cancel a service appointment we had made, and they still showed up. And every time we called for service and gave them a specific phone number at which we were to be contacted, they never once called the number we gave them--they usually called the landline, which was part of the problem about which we were calling.

Our service tickets were "escalated" many times, and still nothing changed, and they eventually offered us a "deal" for all our troubles: they added some channels to our lineup, including a slew of sports channels no one in the household was interested in watching, and Showtime/The Movie Channel, which are the bottom of the barrel when it comes to movie channels, and dropped the price by about $25 (but this price was only good for one year). But the problems with their services persisted...until AT&T service was made available in our neighborhood, at which point all of these problems miraculously disappeared.

When we were told our cost for their services would be $10 more per month (following the first year's expiration of the "special deal" for all our trouble), I called them and asked for a price on their service if we disconnected the phone, since we had cell phones and little need for a landline. The price quoted to me was actually more than we were already paying, and not much less than we had been paying before the discount!

On May 18, we had AT&T service connected, and we called to have our service with Bright House disconnected. At this time, we were told that all services were disconnected and that we need only return the equipment, which they considerately (or so we thought) offered to pick up from our house. We were also told that we would have access to all email addresses through Road Runner for 30 days. The pick-up day was scheduled for May 29, but we had something else come up, so we took the equipment back to their local office ourselves on May 28 and explained that we had a scheduled appointment for them to pick the equipment up and that it should be cancelled.

On May 29, I received a call from a rep telling me that I had an appointment, that the technician was at my house and asking why no one was there. I explained, and the woman argued with me, furthermore telling me that they needed access to disconnect our service. When I told her that our service had already been disconnected, she argued with me some more. This went on for 10 minutes, and she finally stopped arguing once I'd explained that no one told us any more access was needed in order to disconnect anything. Still not certain what they did at the house, since we were not home at the time, the splitter device attached to the back of the house had been returned along with the other equipment, and I am not aware of any other equipment they might have needed to collect.

As for our 30 days of email, that lasted a little more than a week. When I called to ask why we did not have access to our email for 30 days, as I had been told when calling to have the service disconnected initially, I was told that "It varies...sometimes it can be immediate, and sometimes it takes awhile."

This is supposed to be a communications company, but their communication ability with regard to their internal communications and their communication with their subscribers leaves much to be desired. And now, as AT&T is setting up service in various neighborhoods, Bright House is going around in those same neighborhoods and trying to get folks to sign contracts.

I just called in for service and was told I had to pay $70.00 to have someone show up for a modem acting up. I asked for more cable since the tech cut it in half upon installation. Again, I had to pay $70.00 just to come out here. They have terrible service and rude telephone reps. I can't wait to move to an area with more providers. I didn't think I could have a service worse than Time Warner. Way to go Brighthouse. What happened to all the "asterisk free" ad campaigns? When I call to talk to your reps, it’s clearly a lie.

Secondly, I'm not sure if other cable companies do the same. But it's beginning to be frustrating when we have DVR set up to record the desired shows, as it's meant to do, only to find the shows with titles that doesn't belong and miss the intended shows. It is happening too often, not to mention the overlapping of each other show. Sometimes we have to reprogram shows because it won't function correctly after a while. This has been the subject amongst other friends/customers. And I have to say, one may start to question, what is the purpose of paying extra for a DVR or the purpose of one? DVR is very convenient to me and for the family. But I feel sometimes they just don't care how disorganize they are and how much they get away with.

My son went out to find out what the guy was doing. He was digging a new underground line to lay more cable. The cable has not been in an issue as far as reception goes. My son pointed to the low hanging cable line. The guy said, "I'm not the guy that handles that". I called Bright House again, 8th time by now. I put in another order to repair for tomorrow. Hopefully, they won't send another guy with a shovel. Why do you need a shovel to repair an overhead line? Duh? Guess I should have stayed home from work, stripped ** naked, painted myself red, stood underneath the cable line and pointed up to it so they would get a clue. Anyone wonder why Bright House is still in business?

There was only two people ahead of him, waiting. My brother gets to the counter, holding the box in his hands, tells the overweight Latino woman with red hair what was going on, and he wanted to get another box. She then started yelling at my brother, telling him that she did not have time for this, and that he should have had everything ready before he got to the counter. My brother slams the box down on the counter, tells her to keep the box, and turn the service off. By now, there were 3 people behind my brother, who heard all this, and it just so happened that one of my neighbors was standing in line, and heard everything, and he is Latino as well, and states this woman was loud and hateful.

I called that morning to request the service be turned off, and according to the commercial they were running, if you're not satisfied in 7 days, there are no fees. Bright House has called me twice, for the amount of $122, then for $56, for only having service for 5 days, and it only worked for 3 days. They cant seem to figure out just how much money I should pay them. They will not honor what they were running on TV. It is a scam! They caused my brother to have a serious panic attack, and he had just gotten out of the hospital.

He wanted to get another box. She then starts yelling at my brother telling him that she did not have time for this, that he should have had everything ready before he got to the counter. My brother slams the box down on the counter, tells her to keep the box and turn the service off. By now there were 3 people behind my brother who heard all this. It just so happen some of my neighbors was standing in line and heard everything and he is Latino as well and states this woman was loud and hateful.

I called that morning to request the service be turned off and according to the commercial they were running, it stated if you're not satisfied in 7 days there arer no fees. Bright House has called me twice for the amount of $122 then for $56 for only having service for 5 days and it only worked for 3 days. They can't seem to figure out just how much money I should pay them. They will not honor what they were running on TV; it was a scam!

And when I told them to take the phone off (we rarely use it, since we have cell phones), I was quoted a price higher than the promo price with the phone! Today, the modem went down over and over again for an hour (same thing happened yesterday). When I tried to call Bright House, the call wouldn't go through due to the network being busy, which suggests to me that I'm not the only one losing their internet and landline. They deny that it's an area-wide issue, but I have to wonder.

When I finally got through, I spoke with a supervisor who had the nerve to tell me "Whenever you have a problem, you need to let us know as soon as possible," and this after having told him the situation and the 20-something calls and 9 service calls! Do these people actually expect folks to call them every five minutes? I told the guy about how their automated system and techs always call the landline when I specifically tell the person writing up the service call to call my cell number. I laughed and said, "You are a communication company, and your internal communication is no better than that?" He had no comment.

In addition to the internet issues, we've also had ongoing cable issues. We have two DVRs in the house, and both of them have been switched out. But over a couple of months, these have started to have problems again, with picture pixelation and sound garbling. They don't have any way to transfer the programs recorded on one box to a "new" box (they're all old, refurbished boxes, from the look of them), and so anything recorded gets lost. It’s just a huge pain in the neck! Overall, this is the most horrible experience I have had with a single company. I'm hoping to see something done, very soon, to remedy these issues for good.

Could you please help me resolve this problem?

I didn’t have any money at the time to pay for one so I had to spend my time looking from website to website for a good free anti-virus program. I found one in avast! That’s when the real trouble started. Their anti-virus program wouldn’t uninstall from my computer. I spent at least 2 days trying to uninstall it. When I finally did get it uninstalled, using safe mode on my computer, I installed the avast restarted my computer, only to find out the magic jack on my computer wouldn’t work!

I spent at least another 2 days chatting with the technicians trying to figure out what the problem was but couldn’t! I was constantly trying to restore the computer the computer to a previous restore point but it still wouldn’t work. Finally I decided to restore the computer to its factory condition. Like I said at the time I had no money not even to buy some DVDs to back up my files but I did it anyways. I had a lot of CD-rw CDs but the computer wouldn’t use those for some ** reason.

Anyways after restoring it the phone worked the computer was like brand new. The only problem now was since I didn’t back up the files I had to spend another three days getting my favorite websites back. The biggest problem happened with my music file sharing service. [Aries] they made me get a new subscription which cost me $15 dollars. I figured it was a small price to pay for all this crap to finally be over but I still blamed them for all this misery so I held back the $15 dollars on their next payment. Bright House decided they were not responsible for anything and started demanding their crummy payment. [By the way it also took me another 2 days to download all my music files back onto my computer]

When it came time for my next payment I went and decided to give them their crummy money because by now I knew what kind of people I was dealing with. I mailed the payment and went home. Next morning my internet and cable were shut off. I called them up asked them what the problem was, I mailed it. I got excuses from them so I went back to the bank drew out another payment for them went there where they informed me that my service was back on. Came home it was back on.

Now here’s what’s really got me ** now. About a week later their modem started to act up. I couldn’t access the internet, so I called them told them the problem. They sent a technician to my house yesterday. I asked them before he came isn’t the problem with the modem located with the signal outside? He said possibly when he came here he brought a new cable box with him. He came in took the old box replaced it with a new one then came over to the computer to check on the modem. I got up because I was on it; he sat down for 5 minutes then got up and told me he fixed it.

He was acting real weird during all this time. Anyways he left I didn’t think nothing about and sat down to watch TV. About six hours later two friends came over wanting to use my phone. Went over to the computer and the computer was on but I couldn’t get anything on the monitor. I tried to restart it. But it was taking a real long time. When it came back on there was a huge message on there about the firewall on my computer! It was shut off! I tried to put it back on but couldn’t, then I remembered for some reason earlier the computer shut down for some reason but I didn’t think nothing of it until now. I started to panic when my firewall wouldn’t come back on and tried to open help and support, with also the control panel but it wouldn’t work or open.

I tried to restart that would not work. Finally I put the computer in safe mode to open the firewall. It opened then I picked a restore point. Restored it then restarted. Luckily my computer cane back to life. Then I started thinking about this technician. Why did he have to access my computer to fix the modem? What did my computer have to do with that? Why didn’t he leave any paperwork when he left? He took the old cable box brought a new one but didn’t leave any paperwork? Why was he acting so strange?

So right now I’m requesting the paperwork or work order because I want to know what he did when he was on this computer. I have a good idea what he did but the only proof I could get is to find out when this computers firewall was shut off. Hopefully I’ll find a way for this computer to tell me. I think he tried to sabotage my computer in fact I’m sure of it!

I called and talked to a customer service agent and he told me he will take care of it. He then gave the (contracted) tech a code and said everything was taken care of. So, when I went to give the tech my deposit and coupon, he told me that he will not take it, because he has nothing to do with the billing and "they" wouldn't take the coupon from him.

Thinking that everything was taken care of, about a week later, I received a bill for the full amount. Now I'm ticked off. I called customer service again and was told that they would have to "review" the recordings which would take about 24-48 hours. But the customer service rep. told me she would call me back sometime that day and let me know what was going on with my account. Needless to say, I did not receive a phone call. So, I called back the next day.

It's been over a week and I haven't heard anything! So I called again today (because the bill is now past-due) and was told that my "issue" has been given to a supervisor and I should hear something soon. Bright house is by far the worst customer service I've ever had! If I could get a different cable/internet I would.

I explained I was at home waiting all morning. They told me it was company policy to call before coming to the appointment. We were never told of their policy but were expected to follow it. I felt like I was working for them. I wonder what my pay check will be. I was to sit by the phone and wait for their call. I was told the technician left a message but no message was on my answering machine. They now could not send the technician and placed me on the all day response.

They could not tell me when the technician would arrive other than sometime in the day. All they could say was they were sorry that I was not told about their policy. But they would not do anything to make it right. After looking on this site, I realized how many complaints this company has with customer service. I wonder if the JD Customer Service Award they received was properly issued. Can a company pay for this award? I have returned my digital box and will be cancelling the service soon.

I think you get the picture. At this point, it has been almost 3 full months and still my services are not working properly. Most recently, Brighthouse contacted me to find out how the service was working. I explained that we were still having some problems, though not as sever, still annoying, and the tech suggests getting a new HD converter box. I reluctantly agree, and they bring out the new box within an hour. I've had the new box for approx. 36 hours and it has yet to work properly. We have had to reboot it at least 4 times today, and it takes about half an hour to reboot. I finally call to complain and it will be Monday before they can have a tech come out.

To their benefit, I have received a credit for approximately two months of service. They were not happy about it, and it took a lot of complaining, but they finally did it. At this point though, it is not really about the money. Get this working correctly. We've had service with them since we bought the house 10 years ago. Why can't they get it right now?

Each time I call the customer service rep tells me a credit will be issued for the amount and I shouldn't be receiving another bill, not by the way I know if that $.05 bill will not get paid then they will tarnish my credit report and as we all know that must be in perfect shape here in Florida! Way to go Brighthouse! Thumbs up for the government! Stressed out! Nerve wrecking. Does anyone care anymore! Inhumane!

Sound volume of TV shows is obnoxious, every time a commercial comes on or when they switch to any other programming.

Just 3 weeks prior, I was making payments by phone to Bright House, and the payments were being returned--it was stated "non-active account." Somebody in billing had input the wrong account number. I am very disappointed in this company and its service to loyal customers. The damage is that now my account is negative of $207.50, including over draft fees. And Bright House will not comply.

However after spending the money (I really didn't have at the time) I find out that the internet was still running slow, so I called them again and they still told me the numbers look good. I told them I wanted someone out to check my lines and to give me a new modem. Well needless to say the guy came out and replaced it but I was still having problems and they ended up coming out about 3 times in less than 2 months to try and fix the problem.

In June 2010, I called Brighthouse because my internet was running slow still and now my cable box is freezing up and not recording. They come out and swipe my box and modem and leave (didn't even check the lines or say anything to me) well that was father's day and the guy was 1 1/2 hours late showing up. That night I come home and my new cable box resets itself in the middle of us watching a show. I call them right away and they tell me someone will be out to fix the problem Thursday but I told them I wanted someone out the next day no matter what and I told them I wanted a brand new cable box right out of the box installed and they agreed to do that. My mother had to come over and wait for them to show up just for him to come in check my cable box and tell my mom there was nothing wrong, so she had him call me and tell me. He calls me and tells me that he did not give me a new cable box due to the limited amount of supplies on his truck.

Needless to say, I was not happy and called Brighthouse right away and they told me that they would have someone out that same day between 4 and 6pm. My husband came home from work early and had to postpone a side job just to wait for a no call no show! I called them up that night mad and they gave me a credit for them not showing up. He told me someone would be out to fix the problems on Wednesday and when they came out they did not find anything wrong with my service and told me everything would be fine. Well, Saturday came around and my cable box stop recording my shows in the middle of the show.

So I called them yet again (are you keeping up this is like the 5th time I have had to call them out in less than a week) they sent someone out and they checked my lines and said nothing was wrong and that the cable box was bad and gave me another on. Well, about 3 days go by and we have more problems. I could keep repeating myself but that would take forever. Here it is 8/1/10 and my internet won't work and my cable box likes to reset itself over and over again and no one can figure out what is causing it to not work.

They did give me a month's credit for June however they will not credit me for July even though they have be called and have had to come out almost twice a week every week. I want to cancel but I love DVR and they are the only company out there that comes to my area right now. I am stuck with paying 140 dollars a month for service that don't work half the time because I work 14 hour days and like to keep up with my shows that come on while I'm at work. The only question now is. What to do?

Okay, who did it? Bright house personnel where the last guys in my attic hooking up the cable, did they do it? Why wasn't it found then and fixed, instead of just hooking up to an illegal outlet. The gentleman said that they could correct it, but it was going to cost me extra to have it fixed. Well, they said their goodbyes and they hadn't been gone 2 minutes, when my wife said the TVs weren't working. We called customer service and reported the TVs did not work and could the repairmen return and fix the problem. Any way after several phone calls later, customer service said that they could not return until 7/9/2010. Customer service told my wife that the reason the TVs were disconnected was because of the illegal outlet. Well, a repairman came and I asked him what he was going to do to resolve the problem and what did they mean by the illegal outlet. He said that the cable did not belong to them. Okay, then why didn't they install a legal outlet when they first came out to install my cable? He had no answer other than it would cost me $65 dollars to correct the problem.

The last repairman said that the other guys from the previous day had told him that the TVs were working when they left (not true). They also said that the cable box was closed and a red tag was put on the box (not true). Suggesting also that I had went into the box and messed with wiring connections (not true). The repairman today said the reason for the TVs not working is that the cable in the cable box was reversed. So, here is what I get from all this. They think I went in the attic and installed an illegal outlet or had someone do it for me (not true). I weigh 275 lbs, can you see me crawling around in an attic that has a hip roof. They also think I went outside, broke into the cable box and reversed the cable leads so that I wouldn't have TV for the night (not true). The truth is that they reversed the wires and they failed to shut and secure the cable box and my guess is they did it on purpose, because of the illegal outlet.

Anyway the repairmen today went and placed a good size lock on the cable box to keep me from tampering with the box again. How ludicrous. He also left without a word to anyone that he was leaving. If this is Bright house's idea of customer service, I don't want any. I'll be looking elsewhere for my service in the future. Now today, 7/10/2010, I received an email from Bright house saying that I had missed an appointment. What appointment? I made no appointment. I do remembering the last guy saying that a supervisor was going to come and talk to me about the situation, but no appointment was set or accepted by me. So, tell me what going on here? - A disgruntled customer

Two weeks later, after not seeing a noticeable improvement in speed, I contacted them and said I wanted to opt out of the upgrade offer. She stated this was not an upgrade but rather the "new rate" they were charging and I had to stay with it or go with a slower service. After hearing that, it was obvious they had chosen to just out right deceive me with an "offer" in order to force me into a higher rate. I chose the slower speed and will drop them like a bad habit when other options are available.

With money tight and economy the way it is, paying the original $55 was already stretching it. They increased it to $58 a month prior to calling me with the offer. They then make this bogus offer with false promise of being able to opt out. This forced me into either paying more when I was already paying too much, which I would do if the speed increase was actually there. It was not. Now, I’m forced into a slower service which does affect my workflow.

In the past four years, Bright House has placed the trap four times and put my RoadRunner out of service, and then when I called for service, Bright House tech said my RoadRunner Service will not work with the device on the cable. So the tech removed the device and put the RoadRunner service back in service. We are paying for service and not getting full service. Bright House puts me out of service. We now, again, have the device on the cable and the RoadRunner service will not work as indicated by Bright House techs. Bright House telephone numbers listed on the Internet for the Orlando, Florida area are out of service just like my RoadRunner service. The listed telephone numbers for calling for service are out of service.

After three days, I re-contacted Bright House and this time was told that they had taken the FX channel and bundled it up with the Encore package and that if I wanted to receive FX, I would have to pay an additional $4.95 per month. I argued that since I have been receiving this channel all these years that I should continue to receive it or reduce my monthly bill. Even though there is no written contract, it is implied. For x amount of dollars your receive, x amount of service, and to take these services away while you are paying the agreed amount seems a bit underhanded. For me, as an individual, there is little I can do. However, since millions of customers may be affected by this, this $4.85 monthly addition to the bill can account for millions of dollars monthly income for Bright House. I believe that this has the possible makings of a very large class action suit against Bright House for intentionally defrauding its customers.

However, I recently had surgery and due to unexpected medical costs decided that it was in my best interest to have my service stopped for a while and restarted later in the year. This is where my complaints begin. I phoned them on 6/4/10 and spoke with Debbie. She scheduled an equipment pick up between 4-6 pm for the following Tuesday. My work hours are until 6 PM so I had to make special arrangements to work on an adjusted schedule and find someone willing to cover my shift, which I did.

I went home and waited, but the technician was a no-show. I called the next morning and spoke with Cathy. I explained what happened, and she was professional and apologized for the tech not showing up, but she said could not help me and would have to transfer me to dispatch. I spoke with Clinda or Glenda, who spoke with an accent and it was hard to tell. I then told my experience to Clinda about the tech not showing up.

this was an "all day appointment", and I will need to be home between 8AM and 8PM. The tech will call and if I do not answer, they will not come by. My coworker, who overheard me, said that she thinks they can send me a box and I would just drop it off at the post office or Fedex. I suggested this and Clinda said that I would have to pay for postage and will be responsible for any damages during transit.

This whole experience with their customer service has left me with a really bad feeling for Brighthouse now. I went from someone who fully expected to be a future customer again to someone who hopes to never do business with them again, since they left me with a really bad customer service experience.

Yesterday, I blew my top and was overly expressive for after a year I had been overly patient. I was told the problem could be the box outside. This box has been worked on each time a tech comes out, which happens to be across the fence in my neighbors yard who has a bad dog. I was told its my responsibility to go to the neighbor and tell him to put his dog up. I did that a few of the times but will no longer do it as the equipment belongs to Bright House and its their responsibility to get to their equipment.

Bright House has outsourced much of their work now, so that explains a lot of it. After a year of being patient with this problem, I refuse to be forced into another service. I have not once had any offer of compensation for being without service. I pay a hefty amount on time each month. All I ask for is service for what I pay for. Is that too much? Stress! Plenty of stress. I'm a senior and this has created high blood pressure each time I turn on the TV and voila, no picture.

To date, there is simply no basic fee you can depend on to pay consistently to maintain a household budget. Fees are so out of control some companies even use that as a marketing ploy! How outrageous. After you are forced to accept the channel package, you are charged for everything under the sun. Cable boxes, DDRs, the right to watch HD channels, even though this is quickly becoming the broadcasting standard. Could you imagine the insult in being charged to watch a channel in color when color TVs were first invented?! You even get charged a fee for the channel listings so you can see what shows are playing at any given time. Yet, if you try to save some money and replace the cable box with a third party item your immediately told no other box will work with the cable companies infrastructure.

Could you imagine being told the only tires you are able to put on your Ford or Chevrolet are their own special tires that they then charge three times as much for? This industry is totally our of control. The saddest part is no one cares enough to force these companies to change their ways, because profit has become more important, and more powerful in this country, than any moral or ethical law we strive to follow. I not only admonish the cable companies for taking such blatant advantage of the consumers wallet, I doubly admonish the state and federal legislature for not giving a damn!

I lose money every time I have to be at home to wait for the service technician to arrive then watch him simply replace the very same piece of equipment they changed before! I can't base my household budget with any consistency because the fees constantly change.

In the meantime, I do not plan to pay for a box I never had and have already paid almost $400 for in the last 5 years.

What a company! I can't imagine working in that kind of atmosphere.The kicker is I have the original work order which proves only one box was installed. Wouldn't anyone think that BrightHouse knows that too and just doesn't want to repay me?

My niece lives over the line in Pasco County, and there's an office around the corner versus sending her to a distant office in Tampa and taking time from her day to go to the bad parts of town. I then asked if she could return the boxes to her local office. "No, they need to be returned to the BH Office in the same county because our inventory control system will lose them, otherwise and you'll be billed for the equipment." Seriously? They have bar-codes and can't manage their inventory correctly?

"Can't you just return them to Tampa?" they asked. I explained for about the 4th time that I'm calling from New York. I'm not there, and their process was ridiculous. They finally suggested they could send out 'shipping labels' to return the equipment to their Hillsborough County offices. I agreed and gave them my niece's address in Pasco to send the labels so the equipment could be returned. Easy task. Guess where they sent the labels?

If you guessed to my New York address, you're right. So I called, ranted about how stupid this was and that I'd given them the correct address to send it. They assured me that the labels would be shipped to the address they had on file. It takes them 5 to 7 business days to generate a mailing label and send it. That was well over two weeks ago.

If you guessed that my niece hasn't gotten mailing labels yet, chalk up one more for yourself. Instead, I got a note from them indicating that my credit balance would be returned once I gave them back their router and modem, and citing their Tampa only addresses. I called and spoke to a manager at Bright House and described my experience to now. This will have been the third time that they'll have tried to send mailing labels and not be able to handle this simple of a task. It's little wonder that the HOA removed Bright House as their provider in that community. There's been no physical damage, but if anyone wants to discuss the pain-and-suffering associated to being a Bright House customer and dealing with their lack of ability to handle a simple transaction, please feel free to let me know.

They finally sent a "supervisor" after probably over 50 calls to so called techs, he promised he would monitor our service and let us know. Once again no one called back. We got a $50 dollar credit for over 8 months of horrendous service. The people answering the phones seem to be doing the job, the problem lies with the management not returning phone calls.

I explained that I have not lived in the home or ordered service nor was I under the impression that it was seasonal. I asked how long I had service with Bright House and she indicated since 1980. I indicated that after over 25 years, and they cannot do something about this situation. She said, "Did you call when you first got the bill, maybe we could have…" at that time I cut her off and said, “When I first got the bill, I just got the bill today, it indicates previous balance of $0, paid $0, total current charges is $194.06.

Then she repeated that it was policy and she could not do anything, perhaps she could waive half of the bill. I told her that was not agreeable with me and I wanted to speak with her manager. I had to leave a message as he was away from his desk. When she put me into the voice message, there was no mention whose voicemail this was or anything, so I left my name, number, account number and brief description of my problem. I have not heard back as of 10:00 PM tonight.

I took out the cable box for the TV, but would not take the modem for my computer, or the wire under my rug out. When I called, they said they would come the next day, between 10-2, to pick up the modem, and fix the carpet. No one showed, so I called back, and they told me they were not coming back to my house, and would not remove the cable under my rug, because if they damaged it, they would be liable, so keep the non-working modem, and have a nice day. I am an elderly, and I am trying to find out if there is somewhere I could lodge a formal complaint, like the Department of Public Utilities. How about emotional damage? I have a lump in my carpet, and it makes it difficult for me to clean it. Every time I see it, it burns me.

The install looks terrible. He walked the line over our house and down the front and into the bottom middle front of our house and left a mess for us to clean up. That's not even the bad news. A couple of days went by and now our roof has several, at least 4 leaks, (it had none before this). So I called Bright House and they sent out Knight Enterprise to check it out. I talked to a supervisor named Brian and he said they have someone to repair this sort of thing or they might think about settling for maybe $300-500. But he's not sure if he can do that yet.

So I said, "no, I'm not sure of the extent of the damage. I would like to have someone come out and examine the roof and then let them know. I just want my roof fixed". So after calling them again several times because at this point, I am being ignored, they sent out a repair guy who obviously said they need a lot to repair the roof then another supervisor named Brian came out with the other Brian and said he guesses they will have to involve the insurance company and they probably will just laugh at me and not do anything about it.

So I said, "well if that happens, I will have to get an attorney on this". Then so he sent out a Jeff ** from auto owners insurance who said "I have to be honest with you, the tech says he didn't walk on your roof so we're not going to help you. Have a good day". I called Bright House back and Candice told me that she will have Ricco from quality control call me back in 25 minutes and follow up with me.

After about a week of no call, I called back and the customer rep told me it says in the notes that the tech said he did not climb on the roof and I may as well stop calling. So I imminently asked for a supervisor. I got Angie and she said that she will pass it to we care department and they will call back. After another few days went by with no calls, I called back and talked to Linda of quality control, who says that out roof is old and the tech said he did not climb the roof. So that's that.

We had an appointment for service again this morning. My wife made the appointment. Brighthouse was adamant, that an adult had to be here at the appointed time. Of course, the technician was late. When he came to the door, I was on the phone to Brighthouse, trying to find out what was going on. I was still on hold with Brighthouse, when I answered the door. I had just about had it. I was ready to drop the service, and told the technician so. His response was "okay", and he walked off.

It just points out the attitude of the company. They don't care. The bottom line is this is just not a customer oriented company. In my opinion, the solution lies with not allowing this kind of treatment. We're now looking for alternatives. I'm really looking forward to getting away from these crooks. We are overpaying for unreliable service. No significant damage was received.

Since then, Bright House has made a huge blunder on my account in terms of billing, and I noticed the error one day and reported it to them. The representative was not apologetic and instead insisted that I just pay the amount showing or they would eventually cut off my services. I asked to speak to a supervisor and 15 minutes later, I was put on with one. The supervisor thanked me for reporting the issue, but offered nothing more and asked that I set up pay arrangements. I told him that the amount they were asking me to pay was incorrect due to the error, and was told I would have to speak to someone in management about the issue since he could not figure out what was going on.

If you call Bright House and ask to speak with someone in management, you will learn that it is impossible to be transferred to anyone above a supervisor. They will note your record and supposedly within 10 days you will receive a call from a manager. I was assured that nothing would happen to my account until I resolved the situation with management. Two weeks later, I had still not heard from a manager, so I called Bright House and spoke with another supervisor who tried to get me to just pay the erroneous amount.

I refused, so they put another note in my file for someone from management to call me. I never received that call, and 10 days later my services were shut off. I called Bright House and spoke with a third supervisor who argued bitterly with me and said there was absolutely nothing she could do unless I paid that erroneous amount. I explained to her that management never resolved the issue with me and that I was told nothing would happen until that discussion with management, but she didn't care.

So I had to pay a completely erroneous amount just, so I could work that day. That day I took off in the afternoon to go to the Bright House office and speak to someone in person since they would not call me. I got to the office only to be told that management do not exist there, only account representatives. I was told that all management work in a building somewhere and no one is allowed to drop in and discuss issues with them.

To this day, I have never received a call about the issue and there seems to be no way to clarify this billing issue which is hundreds and hundreds of dollars. I've never been so frustrated, unable to speak with anyone that can do anything. Everyone has been rude, and none of the supervisors I ever spoke with offered to do anything about the fact that I was experiencing so much trouble and frustration. All they wanted was the payment which was completely wrong, and completely their mistake.

Incorrect bill amounts that I was forced to pay. Extreme frustration and anger caused by a lack of resolution and inaction on the part of Bright House. Hours and hours spent on the phone with multiple representatives and supervisors. And a wasted trip into the city to talk to a manager in the Bright House office.

Bright House Networks had both of us to make a personal visit to the office located 6429 1st Avenue South, Birmingham, AL 35212. We were told that in order for this to happen, we would have to return the equipment and then be reissued more equipment. Although this made no sense, we complied. At that time, we both signed paperwork indicating this change. Afterwards, Bright House Networks did not make the needed changes. I never received billing statements and the account remained in the wrong name. After discovering the error Bright House made, we were asked to fill out a second set of forms in attempts to correct this issue. We did so. There were no changes made to the account. A service technician was in the area answering another call. We asked if he would take a look at our issue and advise us what we should do. He had us to fill out yet another set of paperwork. Even after this, no changes were made to our accounts.

During this time, our Bright House service was disconnected entirely. We spent nearly a week or two without any cable, internet or phone service. Although this was reported immediately, we were told that we would have to wait for the availability of the service technicians. We were finally given a date and a time, and Bright House promised to send a service technician out to bring out new equipment. They assured us that the technician would come between the hours of 8:00AM-5:00PM. The service technician did not arrive until 9:30PM and spent nearly two hours trying to fix this issue. For a working person, this is totally unacceptable but I endured it thinking this would solve the problem. The services were restored, however, Bright House Networks never made the account changes that were requested. We had gone through all of that for nothing! The accounts continued to appear in the wrong name.

During this, many calls were made to Bright House Networks Customer Service Representatives. Most of them expressed confusion as to why this issue persisted. However, they also were not able to correct the problem and stated that this was only something management could handle. When I requested to speak to a manager, I was told that managers do not take calls, but that they would have to take my contact information and that I would have to wait for a manager to contact me. At first, I did not get any return calls. After making an unknown amount of attempts to speak with someone in management, I did. After much persistence, I spoke with Erica ** who was very unprofessional, rude and inconsiderate. Even after speaking with Erica, the problem was not corrected. She merely wanted to inform me of charges that were now overdue on the account and threatened that if I do not make payment, my services would be disconnected.

However, I was unable to make a payment because: The account was still in the wrong name and there were no statements being delivered to my address in my name; I was unable to access the account because I was unable to confirm the account information of the person. I did not know the answer to the Security Questions being asked in order to access her account information; I felt that it was unfair to charge me for services that had been disconnected due to Bright House Networks' error. Erica ** informed me that she would be making notes to my account of all these issues in her computer system. Afterwards, changes were made but the changes were wrong. The account then reflected that the wrong number was in my name. That number should have not been in my name. However, I was not being billed for both numbers and was being held responsible for the charges because it's my address. That is totally unacceptable.

Again, after speaking with countless customer service representatives to no avail, I demanded to speak to a manager. Erica was "in a meeting," so they forwarded me to the voicemail of Ms. Hunter. I left a message and waited for Ms. Hunter's call. She did not call. I tried to call her many times and after I was finally able to speak with her, her tone was condescending and very unhelpful. She treated me as if I was wasting her precious time and that she was uninterested in getting to the root of my issue. She then offered to relieve me of any late fees that I was being charged to compensate the company's errors. I then tried to straighten out other billing issues, but because of her tone, I became frustrated and asked her to terminate my services immediately. She said that she would do so and that she would also check her records and get back with me. I never heard back from her.

When I tried to call her back the following weeks, I was informed that she was either unavailable, on vacation, out of the office, in a meeting and when they finally ran out of excuses, I was told that all they could do for me is tell me to pay my bill. After that point, I was never able to reach any manager. I even overheard Erica refusing to come to the phone to speak with me. They even disconnected several of my calls. In the midst of this and without notice, I discovered one day that my services were one again disconnected. At this time, I was not receiving bill statements at my residence in my name, so I assumed that this was due to the many billing issues I had had with Bright House Networks.

I then made arrangements for my phone services to be switched to another company. That company was to contact Bright House Networks in order to exchange my services. To assure that this change had taken place, I was in constant communication with Bright House Networks customer service representatives. I was told that the order had been placed to disconnect all Bright House Networks services and that I was still expected to pay because my services were showing to be active. I had no cable, internet or phone services at this time. To my shock, I came home one day to find a disconnection sign on my door saying that if I do not make payment, my services would be disconnected. My services should have already been disconnected. I called the number on the door hanger sign and was informed that I was still actively in the system.

Later, I received a bill in the mail to confirm this. I had no service and was being charged as if I had complete service. On Christmas Eve, a representative came by to collect the equipment from my house. The day before, he had left a door hanger on my door to inform me that if I do not make arrangement to have this equipment returned, then I would be charged for it. To my knowledge, my services are now disconnect, finally and now I am expected to pay a ridiculous amount of charges for services I did not have! Again, I called Bright House Networks today, January 8, 2010. I was informed that Bright House Networks expects me to pay a balance of $442.55 for services that were disconnected, mishandled and for customer service that was horrific! They have proven to be unconcerned, unhelpful, concerning getting to the bottom of this issue. It is unethical and unfair to expect anyone to pay for these kind of services.

However, it's not over. When I moved, my apartment offered free cable and guess who was the provider? Bright Horrible House! They took almost 2 weeks to turn on my service! They were a complete no-show during this time, giving no reason for not showing up or any indication of when they would show up. They basically left it up to us to call them back. During this time, we had no luck being transferred to a manager and overall, they seemed to not care. We were placed on hold several times with them and told that they have dispatched someone. The issue is this: If they were still getting paid, they shouldn't be cutting off our services therefore there shouldn't have been any reason why they disconnected them in the first place.

This was clearly communicated with them but they continued to do whatever they wanted to do. Scheduling appointments with them is senseless and vain since they never keep them. They swore up and down to me that they showed up and nobody would let them in, when I made sure to have someone at the house all day to wait on them. The tech had them note it in the computer. I mean really. I never would have thought they were this unprofessional.

The Internet is a whole different story. It had very low signal strength coming from the router and I called to figure out why. The person on the phone told me to switch the channel that the router picks the frequency up from and see if it works and took me through the whole process. After doing so, I was immediately kicked offline because the properties that the router was set up on my PC did not match what I had just changed. I asked the person on the phone what to do and they said to go back on the router's IP address and change it back. The problem was I couldn't get back online to do that. He then told me to reset the router and restart my PC, so I did. Still, it didn’t work.

So he told me to unplug the router, hang up the phone, and wait for him to reboot the modem before plugging the router back in. He never did. I called back several times and every representative told me to do something different. Finally, they sent a guy out the next day and he tried to tell me that it was my computer, which is basically what they're telling me about the cable. It's not their fault, it’s all three different brands of televisions that I just bought. This has cost me $50 here and there for them to come out at least once a week and $150 a month for constant aggravation.

Okay so I called back to Bright House. This is around the same time my son (5) yrs old, was being admitted in and out of the hospital. So the last thing on my mind was a bill. Come to find out we were 1 1/2 months behind. (still not getting bills). I called the rep when she had asked me a very rude question. "How can you not know your bill is due when your sitting there using the services." Okay now my patients is running on a thin line. I had been released from my employer and things were not going well at all.

So I just hung up on her to get back to the usual me. When I had called back to speak with a supervisor, I was told by her that I owed $346.98. The amount for my monthly bill was $130.45. She told me that when I had the men come out to fix my service, they charged me $35.00 for it. Now tell me, when you have new neighbors move in and they have Bright House installed and need to run a new line in the ground, and that tech cuts your cable line, you gotta call someone out to come and fix it right? Is that your fault or my fault? Thank you! So, they decide to be very nice and credit my account the fees.

So now payday come... I called then back to find out where the nearest location was so I can pay the bill, my direct deposit was canceled after the loss of my job. When I went to the location and they told me my bill was $409.79. I thought I choked. How can it be? The rep told me that my new bill just printed and that I was in the 60 day mark. What the hell does that mean? I paid what I was able to pay, and went home. Come to find out they cut my cable off. They never told me it was cut. So I called them and they go on and reconnect it. Then my internet and my phone stopped working. I called them and let them know what was going on, and they told me that I need to take the modem to the branch office and they will replace it.

I took it over to them. They replaced it. I went back home and it worked for a few days then it stopped. But this time it was my cable TV, internet and my phone. I called them back again and they sent someone out who was well over 4 hrs late, and who I wanted to ** bald headed. He sat there and told me that the problem was my TV. I have a big screen TV that's new. Why in the world would you sit there and tell me in order to watch TV, I need to invest in buying a new one. No tech should tell you that you need to upgrade your things to get service to work. So for the past 4 month, I have not had internet or phone. My cable did come back on. I just didn't use my TV for the rest of the and days and only had to reset the TV. not buy a new one.

So this morning, a tech comes to the door telling me he needs to pick up a payment and I stated to him, until Bright House credits my account for the past 4 months of no internet or phone, I will not be paying. I am not going to pay for service if I'm not receiving it. I told them to turn off my internet and phone for the past 4 months as well and all they told me, is I will have a change of heart the next day. Now if I sit and tell you I no longer want service from you, I mean it.

I told the tech everything that has happened and he said the same thing. Not to get too upset that when I calm down everything will be okay. Now if I am calm. Why would you sit there and tell me to calm down... that just upsets me to the point of no return and gets me upset. Till this day Jan 28th 2010, they still have not cut my services and my bill is still racking up.

I was furious with Bright House and was going to cancel it then but I kept it. The new crew came out the next day and hooked everything up. Then come Dec when I was suppose to receive the $100 off my bill. It wasn't credited to my account. I called Bright House and was told it would probably come off January's bill but she took my name and was going to call me back so I didn't have to wait on hold. No call back. It was the holiday $100 or something. I received my Jan bill and it still wasn't credited.

I called today, Jan 15,2010, and after being on hold for 15 minutes then when I did get to talk to someone it took 45 minutes for her to look into it and said there was nothing in the notes saying anything about a holiday $100 deal. They did nothing for me since it wasn't in their notes. They wanted to know if I had a code for it. I don't work there how would I have a code. Then they wanted to know if it was on the work ordered. I didn't save it then the lady said she found my work order and there was nothing on it.

Maybe the first person that didn't show up had the code on his paper. I feel the sales rep that offered me the deal is a scammer and Bright House did nothing again for me as a consumer that was taken advantage of by one of their employees. I wish I had the name of the man that signed me up. Bright House should have that in their notes. He should be fired so no one else goes through this. I am disappointed with Bright House and I am going to tell everyone I know the story!

I have never dealt with a business that cared less about customer service. We have spent hours on hold with Bright House; and more hours waiting for service representatives who never show up, and more hours with service people who don't fix the problems. We continue to pay for services we contracted for but cannot access due to lack of system capacity. But not for long. We will be changing to another provider very soon.

All the cable boxes are not green. They require extra electric and throw out heat (we are in Florida so this matters). They should put the channels back the way there were. Lately the entire TV experience has been getting steadily worse! This is only one example.

They told me not to worry and they gave me their personal cards which I still have to call them at anytime I have a problem. I did and then they started to become nasty after me calling so much, but the problem was still not found. Finally, after at least 30 calls, the two supervisors came over and checked out the problem. At first, I was told there was nothing wrong and then they found a broken wire under someone's driveway that was causing the problem.

I told them, “Do you think I like calling your company all the time and wasting my day for nothing and having to pay for cable, internet, and phone that do not work like it should?” After so many phone calls and because they could not always find the problem, they started to discriminate against me. They are claiming there are no problems when there were lots of them because the wiring was not installed right. I ordered a new cable box for a bedroom and they could not install it because they never hooked up my wiring for that bedroom. The only tech that found the problems was Greg **. Greg ** was their best tech, but they sent him over to another office. My next complaint is that I called because the TV in the garage was not working. They sent Pete the tech and a young guy to train him on a Saturday. My call - well, that was another nightmare. They fixed the TV but dropped my iron planter onto my driveway, chipped the driveway, and I had to clean dirt all over for 2 hours from the planter.

I called and called the office to complain and to speak with Mike ** Robert **. They would not return my phone calls. Finally, after calling the president’s office, they got mad and decided to turn my phones off. I sent my husband to the office and finally after speaking with the office my phones were turned back on and they claimed they never shut them off, which was a lie. I had a proof. They were angry because I went over their head and called the president’s office for someone to listen to me. I should have called the police, but I was in disbelief. The guy who knocked over the planter was Pete the tech and he finally admitted it.

Mike ** came over with a sealer to put on the chip on the driveway, but it never fixed it the right way. They did not care. Now the discrimination is really bad and they try to sabotage my calls. They now have it listed on my record that I am not able to speak with anyone but Mike ** and Doug **. Early this summer I had to change my program listings because the program was up and the pricing would be different, so I did that not calling Mike ** but the sales department. My new price was $179.88 a month.

Mike ** called me and told me why did I not call him. I said, “Why did I need you for that? I needed the sales department.” His comment was, “If I was them, I would not have given you any package deal. You don't like our company - go somewhere else.” What worker, supervisor, or anyone would talk to a customer like that? The customers are paying their salary. If it was not for us, they would have no job. My next problem was my TV in the garage again, after their so-called upgrades on the boxes which screwed everything up, was not working. I called and called Mike ** again and again. Finally, I called the head office; he sent 5 trucks to my home for the repair. I have my neighbors to vouch for that. That’s discrimination again. They are trying to get even with me. For going over his head, he should be fired.

The last problem that I called about is my billing. I have been with this company for over 3 years and never had a problem with my billing. They claimed I owe them close to $30.00 this month for 411 calls they said I have made when I came out of my home. I never made these calls and I will not pay another dime other than my bill of $179.88. This is discrimination and sabotage. This company's supervisors should all be fired for what they have done at my home. I have proof of it also. Also, when I called to ask the company for copies of my paperwork, they refused to give it to me.

I want my driveway to be repaired by a professional that fixes or repairs driveways. I want to be treated with respect and not have this company try to take my rights away. I owned a business in New York and I would or could never treat a customer the way I have been treated here. If something is broken, fix it and don't keep telling the customer there is nothing wrong. Mike ** also informed me if I did not like it, then I should go back to New York. I was also promised with my new package deal and my phone number could be changed. It was never was done.

Since then, I have moved into a house and I have recently decided to cancel my cable television service with Bright House. Their customer service has always been terrible and I don't watch much TV anyway, so I called to cancel. I told the representative repeatedly and very clearly that I would be cancelling only my cable TV service and not my internet service. I was told that a technician would be at my house yesterday, between 8AM and 10AM, to pick up the cable box and disconnect service. After the two hours passed, I called Bright House to let them know that no one had shown up. They told me that he was running behind and would be there soon.

Another hour went by and finally he showed up, but with an incorrect work order. He disconnected both my cable television service and my internet service. When I happened to notice this error on the work order, I asked him to reconnect the internet immediately. When I called and spoke to a Bright House manager to let them know that the technician was an hour late and had the wrong work order, they refused to credit my account or take any corrective action. I therefore told them I would like to cancel my internet service as well, so that I would have no further business with Bright House. The manager told me that a technician would be at my house between 10AM and 12PM the following day (today).

After waiting the two hours, I called Bright House to let them know that again, the technician did not show up. After waiting on hold for 30 minutes, the representative told me that he was running late and would be at my house by 1:40. At 2:00, I called again and I was told that he would be at my house in the next 20 minutes. When I explained the situation that had taken place over the past two days, the representative said, "That's funny because we have received the J.D. Power and Associates award for customer service." Needless to say, I was not laughing. I called again at 3:00 and was told that their computer system shows no estimated time of arrival to my house and that I didn't even need to be there when he arrived. The previous representative had told me that I had to be home because the technician would not come onto my property if I was not there.

Finally, the technician showed up a few minutes after 3:00. I asked him, "Are you aware that you are 3 hours late for our appointment?" He said, "Yeah, because yesterday you said you didn't want the internet disconnected." "Correct. Yesterday you were here to disconnect the cable TV service only, but due to the fact that you were over an hour late, arrived with the wrong work order and that Bright House was completely unapologetic or helpful, I am now disconnecting all services with Bright House. That is why you are here today and that is why you should have been here between 10 and 12 this morning." He said nothing.

I returned to the local store, a different lady who checked that they had my old box wiped it off their system and gave me another new box. I returned home with that and wired it back up and called the number to activate. I waited for over 10 minutes with no reply and in the meantime, the box switched itself on and it works. Total time wasted was 3 hours 30 minutes, two car journeys of ten miles and loss of my morning's work. The wait for a technician on residential premises is two days which is why I went to the store. At no time did they offer any compensation for my wasted time or their poor equipment.

Initially, when I had the "bundle" installed under their promotion, the modem left by the technician didn't work and I had to go and change that out locally. After more problems, the next technician diagnosed that the original cable used to connect to my home from their local node was the wrong size and was slowing down the signal speed, so he re-wired the cable over my lawn and a crew then came and buried it a week later. It still stalls out periodically but quite frankly, I live with it because I can't be bothered to wait all the hours to get through on the phone and to wait for their people to turn up.

The service is a disgrace and totally not customer oriented. The people running it are pleasant but obviously there are not enough of them to deal with the volume of calls. Their on wait system uses a repetitive noise system which drives you mad after the 20th time you hear it and is obviously designed to do just that and make you hang up. They need to be made to be more responsible for their service and its repercussions. I need the internet for my work and I use the TV service to update me for stock market information and local travel news. When I have no service, then I lose money and if I have to go to local offices, I have to travel too. The least they should be made to do is offer free network time to recompense me.

They bring me a new box. 4 days later, it is clicking away again. Then it stops for a while. Next, the picture begins to freeze. I give it some time about a month, and then the box starts randomly shutting off until it eventually never comes on again. Once again, I call them out. They tell me that they will be out between 2-4. Okay, no problem. I work in Tampa, but my mom lives 5 blocks over. I will have her there to let them in. My mom is at my house at 1:00 and so is my daughter (under 18 had to have my mom there). The Bright House rep calls me at 2:02 and says the tech was there but has left because no one answered. This is complete **, because I have two dogs that slam against the front windows barking loudly enough for Miami to hear and both my mom and daughter were there. When I returned their call at 2:03 to tell them that they are at home, they tell me they will have to reschedule for 6 days later. What? I told them that would not work since I had someone waiting for them and this was their mistake.

So the condescending worthless customer service girl tells me that she will have a tech come out between 8-8 the next day. Now I am beside my self. I work in Tampa. I will need to have my mother come wait for 12 hours in hopes that they will show up. Not going to work. So she tells me she will have a supervisor tech come out and he will give me a call first thing in the morning to tell me the time. 4:30 rolls around, and I left work early. Still no word on tech.

Just by chance, I was home at 6:12 when the tech knocks at the door. I said you were supposed to call first. He simply looks at me with this goofy look and shrugs his shoulders. I said, "Are you the supervisor tech?" Once again, goofy look. "No, why?" I explain situation. He shrugs shoulder (this guy is sharp). I then asked him what would have happened if I hadn't been home. He said you would have to reschedule. I said, "You were supposed to call first." His response again "Lady, you would have to reschedule." Now I have a goofy look, because I am completely dumbfounded as to how Bright House can expect people who are employed to accommodate Bright House's stupidity and inability to follow through on their customer service requests.

After all of this, he tells me that the problem is in the pole out back. What? Your other incompetent technician was out 3 days ago, replaced the digital box which won't even turn on, and doesn't think of checking the pole? Now this tech tells me that there is no problem with the box. Seriously, Einstein, even I know the box is dead. There is no power, no green light, no nothing. I have already established this with the condescending customer service girl who had me click the button 6 times while I was on the phone with her, only to ask me to recheck the cables in the back of the box to make sure they are not red. That is even though I told her 3 times they are white!

Finally, I convince him to look at the box again. He confirms it is broke. So he goes out to the truck and brings in another box. He then asks me if I would like an HD box. LOL. I ask, "Does this cost more?" His response of course was yes. I asked him why on earth I would want to pay more to Bright House for anything else when what I have doesn't work, customer service is horrible and I really just want this service taken out? Again, dumbfounded look and he then returns with another box, which he plugs in. Miraculously, it works! He then places a work order for the field technicians to come out and fix the back pole the next day. That was Saturday. This is Monday. Still no technician.

I called again this morning because guess what? Yep. Cable is out again. Customer Service rep tells me he will have someone call me today to schedule a supervisor visit. It is now 11:01 PM and no call. But I bet in 4-6 months, I get a call asking me how they can earn my business again. Here is a simple solution to your loss of business, Bright House. Instead of putting all of your energy in getting customers to come back to Bright House, how about providing good service and customer service to your customers while they are your customers! I'm sure if any Bright House employee reads this, somewhere there is a face with a dumbfounded look upon it!

Several days later, that service tech came. He walked in and out several times and then said the service was working. He said there were problems in the neighborhood, and he thought the problem was fixed. He did not ask me to sign a work order. Within a few days, I received my e-bill and there was a $40.00 charge I didn't understand. I called customer service on Saturday the 15th and spoke with a billing person. The person said the charge was because I was using a cable splitter. I told her I didn't know what a cable splitter was, and all I had (as far as equipment) was provided by Bright House. If a cable splitter was on my cable, it was put there by Bright House. She said she'd refer it and ask for the bill to be looked at on Monday and they would call me about it on Monday

Well, my cable and internet still wasn't working properly and I had another service call in for Monday evening. Monday evening, the first service tech showed up. I asked him about the cable splitter charge. He said that was an error and I should not have been charged that. I told him I was trying to get it corrected. He apologized for being late, but said there were problems throughout the neighborhood and they just really couldn't locate what was causing the problem. He tested the signal and said it was low. He went outside, came back in, tested the signal again and said all was well. He asked me to sign a work order.

Today (Tuesday), I called to check on the charge (not having received a call yet from customer service as the billing person said I would when we spoke on Saturday). The Tuesday billing person said the $40.00 charge was for a cable splitter that I had inside my house. And she said I now had two $42.00 charges to my account for service techs being called out to my home. The second charge from the service tech that came last night (Monday). I told her the cable splitter charge was an error and even the service tech said that. I asked if there was a neighborhood problem. Why was I being charged for service calls? She said that was their policy now and I could pay a monthly fee for insurance. And if I paid for insurance, if a service tech came out for whatever reason, then I wouldn't be charged.

I said, "Let me get this straight. My service has been shotty for two weeks now. And I'm paying for service I'm not getting because Bright House has an equipment problem in the neighborhood. And even though this is a Bright House equipment problem, I am paying for service calls for you to fix your own equipment so that I can get the service I pay for? Not only that, you're not fixing it the first time, and so I'm having to pay to have a service call that's not even correcting the problem, and I'm paying for you to come out and try it again. So, I'm paying for you to fix your own equipment that you can't fix the first time around and that cost to me is now greater than my monthly Bright House bill? What a horrible business practice! When did you start this? I had Bright House before and was never charged for service calls."

She said they had started this a year ago, but if I chose to pay the monthly insurance charge, I could avoid these charges in the future. And if I had opted for the insurance, I wouldn't have had to pay these charges. I told her I wasn't given the option of insurance when I began my service. I also told her that I didn't think I should have to pay a monthly fee to them to pay their service techs to keep their own equipment working, and if the charges weren't removed, I would be cancelling my cable and internet and going with DirecTV or Dish Network.

She said she could refer my request to the service tech’s supervisor, and he might elect to remove one of the charges, but he could not remove them all. She asked for my phone number and said he'd call me later in the day about the issue. She went over the number of service calls I had placed in the last two weeks, and she said, "On the second service call, he replaced the modem, right?" I told her, No, he did not and that her information is wrong. Then she asked, "And last night, he replaced your cable box, right?" And I informed her that, no, he did not and that her information is wrong.

And I reminded her that the $40.00 charge was also wrong. She asked how I knew what the $40 charge was for, and I told her I talked to someone in billing on Saturday. She said I couldn't have talked to anyone on Saturday because there's no notation in my record that I called on Saturday! I assured her I called on Saturday regardless of what her records said, and because of the Saturday conversation, that was why I was speaking to her now, to make sure the charge was removed. She asked who I talked to, and I told her I did not write down the person's name. She asked if my cable and internet were working now, and I said, "Yes, for now." Then, she said she was getting off the call to email the service tech supervisor and he should be calling me later. As of 9:27 pm, he hasn't called.

I'm paying for services that were not working properly, plus paying for Bright House to come fix their own original problem and I'm being charged for it multiple times since they did not fix it the first time. Additionally, I was told I had the option of insurance, which was the first time I'd ever heard of that option, not to mention being blindsided by charges for service techs to come out for repair. The person handling the service outage complaints could have easily said, "We have a policy change. You do not have insurance and will be charged $42.00 for this visit." If I received any notice at any time that these charges would be applied, I do not have that in my possession. One would think that Bright House would be required by the FCC or whomever to inform consumers of such abhorrent practices.

At 2:30pm, I called to ask why the tech had not come yet. I was told that they had come but could not get in the gate. When I told the person on the phone that I had opened the gate at 8am and was in the yard all day, the person said that the tech could find my address. After speaking with the supervisor, I was still placed on another appointment date that is 2 days later. This means I have to take another day off work to wait for their tech to come. On one previous occasion, my phone was out and I had to wait two separate days for the tech to come. Once the tech came, he said he could not fix the problem.

Bright House sent another tech out 2 days later and the same thing happened only prior to this tech leaving; he cut my telephone line so short that it could not be reconnected without running a new wire. Finally, another tech came out and fixed the problem within 15 minutes and was astounded that the previous techs could not fix the problem. I am checking into other providers for my services and will definitely change as soon as I find one.

Well, after about 3 hours of phone calls, I was told that they would credit the amount as soon as it cleared (though my bank on the phone told them it cleared instantly). This was 4 weeks ago, and there's no credit; so I called Bright House today. I am told they will credit $1000 because they took all payments (including the one not due till the end of the month) out of their little windfall, and I am left ** out of luck.

For any business to practice this way is unethical, teetering on criminal. But as others have stated, I am in an apartment complex that has a contract with them, so we are all ** out of luck!

I recently ordered digital cable TV with them, and the tech came (they hire this independent company to install their products called Knight Enterprises and they are just awful). The tech told us it would start working in about an hour. Six hours passes and we are only getting a few channels. I call and I am told that it might take until tomorrow because when they "checked" for me, the tech hadn't entered the job into the computer yet.

Okay, well, of course, the channels never come on the next day. I call again and I am on the phone with someone for an hour, who decides that it's "routine maintenance," and that's why I only have 12 channels available right now, out of several hundred. They assure me that this happens sometimes, especially late at night (which is when I predominantly watch TV). I hang up and call the next day and demand a tech to come out. Four days later, someone comes, and in under three minutes tells me that the original tech had some wire plugged in backwards. That was the whole problem!

Fast forward to three months later (today). I've always known that when you view your Bright House statement, they always show next month's bill on there too. So, it looks like you are always behind on payment. Well, this month, they are trying to say I owe that full amount or they are going to shut off services. I talked to someone on their Live Chat and verified that yes, I did have to pay that amount or my services would be shut off.

My bill should have been in the $100+ range, but they are asking me to pay $301. I can't be forced to pay for future services here. I can just barely make the payment for monthly services, let alone two months worth. Not only that, but they left a note on my door, with how much I owe and with the date (tomorrow) that my service will be shut off, for all of my neighbors to see. That's just tacky. Their customer service is horrible, and their training must be inconsistent because no one ever knows what's going on.

The specific area of complaint, however, centers around the idea of "time guard" where the phone technician I was just speaking to attempted to sell me some type of insurance against Bright House charging me for service calls that "are not the fault of Bright House equipment". How, when I am already paying for a service they will not be here to repair for at least two days, can they potentially charge me extra for their visit especially when they bill their customers a month in advance, meaning I've already paid for the two days of service I will not be getting?

No serious consequences other than having to pay for poor quality services or services that are constantly although temporarily out of service, as well as having to always make time for the in house visit.

We ended up paying $54.75 again due to the dishonest and fraudulent nature of Bright House customer service reps, techs, etc. I would never use their services again, and would actively tell others not to use their services, too. It's pathetic how some companies are so customer unfriendly and how inflexible and short-sighted they are not to give a credit under special circumstances in order to keep a customer.

Before I ordered the phone service, I went to the Auburndale office and after insisting that I speak with a person with the desire and the ability to furnish internet and phone service, and that he give me a phone number where I could reach a knowledgeable person who would be willing to have my service restored when it went out. I was finally referred to Tommy ** who told me that as maintenance supervisor, he would be available to receive my call when service went out, or that if unavailable, he would return my call within a reasonable time. I suggested that we talk in his office rather than in the BH lobby. He said he did not have an office. I asked about BH phone service so there would be no question as to who was responsible for repair, BH or Vonage. He promised he would have a sales rep contact me.

Over two weeks later, I called ** to tell him that no sales rep had called. He did then have a person call about the phone service. The caller identified himself as Clarence, refusing to give a last name. As a condition of ordering the service, I insisted that I be given the name and number of a person, with the desire and the ability to have service restored, when service went out. He gave me his cell phone number and assured me that he would personally answer my call, or if not immediately available, would return my call within a reasonable time. When my service went out on 3/13, I called Clarence at 4:55 pm and got his voicemail instead of an answer. His VM said if I leave name and number, he would return my call immediately. At 7:30pm, not having my call returned, I called again, same message, same promise. I finally received his immediate call back, 18 hours after the original call. I had no desire to talk to a phony liar at that time. I had also called Tommy ** during that service outage, left voicemail, but never got a call back.

Service was out again on 3/23/09. Same ridiculous telephone futility for several hours. Today, 4/10/2009, my service was out when I tried to use it at 6:00 am. After the routine exercise in futility on my cell phone (costing me of course), I finally spoke with a rep who asked a couple of questions about my modem and told me that the problem was at my home and would require a tech be sent out. He wanted me to wait 36 hours but I insisted that was not a reasonable time. He gave me a job number, **. I asked for a phone number where I could speak with maintenance people to learn when I could expect service. He gave me the same number that has caused so many exercises in futility, 863-965-7766. I told him that number was not satisfactory because it would not take me to the maintenance department. He said it is the only number there is.

Now, I may be dumb but I am not stupid. I know that the BH maintenance department in Auburndale has at least one telephone. It's true that I have Tommy **'s phone number, but I have learned that he is not dependable and trustworthy. He does not do what he promises to do. BH does not extend the common courtesy of answering their phone when a customer calls to report a problem. That is no way to do business in a capitalist nation. You may be able to get away with it now, but eventually a decent company that has at least a minimum amount of respect for its customers will end your playhouse.

When I called to inquire, they told me the story he gave me was false - adding phone would cost more money, not save me money. When I tried to cancel the phone services to go back to the original amount I was paying - the new total was $3 more than I was paying in the first place. The sales rep could not explain this cost but told me there was nothing he could do. This company is corrupt. Fortunately, I am moving next week and will never have to deal with this company again. I advise anyone to skip the hassle and choose satellite.

Several hours later, the supervisor did call me. At that time, I set a DEADLINE from them to have the problem fixed. I gave them until Tuesday 12-16-08 to be 100% or I would drop them as my provider. HE would be out the next day. He came the next day. Ran a temporary cable from the tap to the box and the problem was gone (Progress!!). But the INSTALLED cable is still the problem and needs to be replaced. At the time of this writing, I await BH's arrival to replace the cable from the Tap to the box. Based on what I have read here, I guess my problem with Bright House is small, and they are trying. If they do not replace the cable within the deadline I set, I'm gonna have to cancel them just based on the fact that I meant what I said and my threat was not just empty.

Tech came out to house. I explained issue from July and he confirmed it is NOT a problem in my home, but it still the same stinking pole. He called a repair truck that was in the area (after Rep had told me one was not available for over a week) and within 2 hours the truck came. I watched the guy go up the pole, fiddle with some cables and Voila! Service was restored. He then got in the truck and drove away...just like the guy in July...with no receipt or explanation of the issue. Yesterday it goes out AGAIN. Spoke with multiple morons and was assured a truck would be out again today. Then I get a call from a Rep saying she was calling to schedule an appointment with an indoor tech. When I explained that a truck was supposed to be coming, she told me that HAD NO RECORD OF AN APPOINTMENT and that it would be several days before a truck could come.

Obviously it is a simple fix, since the outside tech got it working again in 10 minutes, but I have to go through 2 weeks of hell every time just to get it back up. I am SICK of their incompetence. I have talked to onshore, offshore, you name it and no one there has a clue what they are doing. On top of the incompetence, they are rude, lie about calling back and hang up on customers frequently. I am about to cancel EVERYTHING I get from them and go to AT&T U-Verse. As of today, I am still out of service. Supervisor was supposed to call and hasn't. Adios Bright House!!

However, they came back on the line and informed me that SOMEONE from my home had called to request that service be discontinued. I ask if they had a name of the person and asked if they verified an additional security information so I could inquire with my daughter who is (15) fifteen. But, the representative Julie could not give me any such information and said she would have her supervisor review my account and call because I reminded her that if they recorded all their calls, then there should have been some type of information they could give me.

We were told they could not port our phone number over on the 9th and had to reschedule for the 16th (their mistake...they didn't get our number released from A T & T)...BUT...he played with the phone wires and screwed them up to where we were able to call out but our phone was not ringing in the house...C alled Brighthouse and they had to send their technician out to fix that problem.

Brighthouse set an appointment for the 16th to have the tech come out and wire our phone and they would port the number over...Appointment set between the hours of 10 am till 1 pm...The contractors call us to let us know the guy will be here about 12.. 12:30...1:15 no one is here...Call Brighthouse, they claim we did not have an appointment..It was set for today with open times...probably because they didn't want to honor their commitment if their techs do not arrive during the scheduled appointment times you receive a $20 credit...So they proceed to tell me there was no set time...even after I explained the contractors office called me letting me know the guy would be here by 12 ..12:30 within the appointment time...They still lied...The guy arrived at 5:30 pm...When I call customer service to explain my frustration and asked to speak to a Supervisor I was left on hold for a very long time and no one ever did get back to me.

I almost regret even doing this...digital phone sucks..seems to drop in the middle of conversation. I will give this a couple of weeks and if we still have problems I will switch back to A T & T! Poor customer service.

Was referred to a supervisor by the name of Carol **. She said would send a field supervisor out here. We have stayed home afraid to leave the house and no field supervisor yet. Have called and left five or six messages for Carol to return my call and no call back yet. Also the new 32 inch Tv is now getting a line across it and I'm afraid it is going to fry also. Also the telephone goes off at will and can't dial out. Had an old monitor I'm using at the moment to get by. My 52 inch is just sitting there of no use. So my security camera attached to it is out also. Have had Teco out to check the electrical voltage and it was fine. It's in the Bright House equipment (I think the little black box). Not being an expert I really don't know is why I call them so much trying to get it resolved to no avail. Another 32 inch TV in master bedroom screen jumps and quivers on occasion.

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 you not understand? This has happened several times.

So I, like many of you, am planning to write to the BBB and file my complaint against Bright House. I work way too 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 that you would credit half of what I pay, right? I am also looking into changing my service, as well. Well, I guess it felt good just to voice my complaint, but you know as well as I do, it won't make a damn bit of difference.

I was unable to conduct business, receive phone calls or send email.

My son works help desk on the internet and Brighthouse droppouts have caused him to call another worker to cover for him on occasion.

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.

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.

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..

This past August will be 2 years I've had your Roadrunner internet service and I have not been pleased. From the first day I signed up I had equipment changes, personal visiting the pole out side my home to correct problems, and long many hours on the phone with customer service. I have accepted this treatment until this latest incident.

This past August my internet service was up and down and the last week of August it was more frequent. I placed a call last Friday (August 29th) to tech support to report the problem. She said someone will come out next Saturday (September 6th) to look at the problem. I informed tech support that my home phone use the internet and ask can someone come out sooner. She said call back the next day and it may be reschedule to have a tech to come out sooner.

Later that night internet service was restored as other time through the month but lost connection early the next day. I contact tech support again to explain the problem and now the Roadrunner modem was giving an IP address of 192.168.100.11 to my computer and the modem address was 192.168.100.1. I assured the tech support personal that my address was different but she did not believe me. I informed her that I am a computer and network technician and I am tell the truth, she said will talk to her network tech and placed me on hold.. for 49 minutes and 28 seconds on my cell phone. Because she did not like the information I was given her it will cause me a large cell phone bill.

I left my cell phone on to see if she will return and used my wife cell phone and talked with another tech support person. I gave her the same information and asked to speak with a manager. She said, No manager was available on the weekend and to call back on Monday. I call back on Monday and a person said no manager was available because it is a holiday. I call back on Tuesday (today) and I was told the manager was busy. I left my cell phone number to have the manager to call back, but not one called back.

My wife calls later that day and left my number again to call me but not one called. I have been in IT support for many years and I have come across my share of irate customers. Many of my colleagues know the names of users who call with computer problem but we resolve their issue quickly.

I have called Brighthouse/Roadrunner many times in these two years and I feel my service is bad because of the amount if time I have called. Even after I hung up from being on hold for almost an hour the tech did not bother to call me back. I truly feel this is personal; believe me when I say I would not call if I did not have a problem with my internet service.

Where I live ISP chooses are limited and Brighthouse customer service is taking advantage of this situation. Customer services don't have to be good because this is only choice you have mentality. The Brighthouse/Roadrunner call center here in Birmingham Alabama employs personal that get annoyed when anyone calls for help as if you are intruding on their day.

I don't want to be rude, I don't want to call or disturb anyone in Birmingham call center, and I don't want to be that customer managers at Brighthouse avoid. I just want my internet service to work. That's all.

And I still have to pay the bill

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.

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.

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.

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

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?

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.

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.

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.