Bright House Networks

I called the number back and reached Erica in the Indy office customer service office. Said she was not aware of such survey calls. She confirmed with management no one was making these calls from Bright-house. Erica said there was a Dorinda on the company payroll but she was in Livonia MI which a suburb of Detroit (not in Northern MI) and Dorinda was not working today. Erica said it was possible someone was using Bright-house phones numbers in an unauthorized manner. I did mention to Erica I was not pleased with how the service was working on my cable box. I asked to speak to a technical person. "Felecia" called me back. She confirmed my service was working after she ran a line test. When I told her some channels do not always work correctly she said only a in house tech could solve the problem. The problem could be the box or the lines. When pushed she said the box was in good condition and the the problem must be the line from the pole to the house. I declined an in house visit because they cannot confirm the "survey call" and they know full well from experience what issues can cause my problem but are not willing to discuss before an in house visit. I dropped premium services a few months ago. Talked with "Greg" in retention losses in Toronto Canada. Cable bill only went down $20.00. I have not been able to see what various packages cost on their web site in order to lower the cost even more. I've been a customer for 25+ years and the service is just as bad now as it was in the early days. I'm most concerned over phone calls from individuals Bright-house cannot confirm are employees.

It was a great experience overall. The technician was very knowledgeable and friendly. I have to admit that I was a bit weary as I had heard bad things about Bright House service. They are the only service available in our area so we decided to give it a shot. I am very happy with what we've got and will definitely use them in the future!

I hear complaints from friends/family about the service interruptions & billing issues they have & it makes me grateful that I live in Bright House coverage! I have seldom, in 16 years had a service interruption & NEVER have I had a billing issue. The price is right AND consistent much like the service itself. The only complaint I have is the new routers they are using. They do not allow you to personalize the network name or the password. I run a beauty/barber shop & it was a lot easier for people to find my network when it was my shop name rather than a long list of random (to us outside of BH) numbers & letters. And even easier for me to remember the passcode when it was the shop phone number. Other than that, I have nothing to complain about, I love Bright House!!!!

Service and Performance was not good at all

Service generally works, although there have been numerous service interruptions. Cable usually advertises that they are more reliable than satellite, since weather does not affect service. However, my experience with Brighthouse has resulted in many more service outages than I ever experienced with satellite. Further, the price has gone up far more than the rate of inflation the past several years. For me, cable is not worth the price charged, particularly not with much cheaper satellite available. I have called to check about special promotions, and the best they could come up with was a discount of $5/month!

Cable tv has not functioned correctly since installation. No on-demand service No search function. Several HD channels don't work and display a message that I'm not subscribed even after confirming with customer service that I AM subscribed. I never thought I would say this but I miss Comcast! Bright House is a new low in CATV.

So far after over 6 months, we have been pretty happy with Bright House. Great internet speed and and quality picture on the TV. Every now and then our box restarts for no reason or locks up, but a reboot seems to take care of the problem. We will continue to use them until something changes.

Tech was never professional and knowledgeable. He told me I could rent a extension from them or but one myself.

Pretty good speed and service usually lowers price when we call

As usual while here the man was professinal friendly and knowledgeable but soon after my speed was back down

We have to have three different changers to the clicker things from turning on the TV and turning on the cable box as well as turning on another box so that we can watch a movie. It's just ridiculous. They told us that we could buy just one that does everything but it costs $200. It would be very bad because they're very slow with their connection. It takes a good minute and a half for my TV to even turn on. I have to wait another 20-30 seconds for the sounds to come on. Everything is on a delay. They used satellite instead of direct cable. I have no choice when I moved here. I haven't had a blackout of my cable TV yet. If I could get another service company, I will be running to that service company.

They are horrible. They make you bundle. Horrible customer service. I am without cable now because they are the only provider to me and I refuse to use them.

They’re okay. Their price is too high, and I'm worried they'll merge with someone else. Their customer service is an A - any problems I've had they've fixed them quickly. I like that they're punctual to the appointments and that they call you 30 minutes before they come.

I think at the time we got it, it was the only one offered. The service they provide is excellent. You call them and they are out here usually within a few hours. Some of the things I have asked them are things that I should have known how to do it myself, but I didn't. Their service is outstanding!

My experience has been good. I'm satisfied with the TV because I get lots of channels, I'm satisfied with the internet and it's just the telephone I've been thinking about changing just to un-bundle it because I have a security system. When the phone doesn't function then neither does the security system.

Brighthouse has charged us $100.00 for equipment that was not returned to their warehouse by the technician. I have spoke with several customer service representatives and supervisors to explain that the service tech left with all the equipment and that I cannot possibly control whether or not the technician returns the equipment. I have sent several hours on the phone, on multiple occasions, and was finally told that they had located the equipment in question and we would be receiving a check in the mail. Today we received another Past Due notice in the mail. After another hour on the phone I was told that they have no record of finding the equipment and we're not able to offer a solution.

Second Issue. After our parents passed away who had a Brighthouse account we cancelled the account and were due a refund for the balance of the month's cable TV service. Called Brighthouse four times. They sent a check made out in father's name which we could not cash because we had to close the bank account. Called back and were kept on hold over an hour. Person at customer service was not knowlegeable and was unable to help. Said there was no supervisior to talk to. Told us to send a copy of death certificate. Sent the document along with a letter and the returned check. No results. Called again. No one had any information about the death certificate or the status of the refund. Asked to speak to a supervisior who was very mean and beligerent. Argued that we could in fact cash such a check and that they would only issue a refund check in the account holder's name. Brighthouse resent another check we cannot cash. We had not had a problem with any other utilities accounts and getting balance refunds by providing certification. Brighthouse has terrible customer service. They are absolutely the worst. Bottom line is if they aren't making more money from you by selling something more they treat you like garbage.

I continue to upgrade to the fastest internet speed. But it rarely even achieves 70% of the speed I am paying for. The internet has not worked at all today. I called this morning and after finally reaching a human voice, talked to someone speaking barely intelligible broken English with a thick accent. She first asked me for my "fun number." It took me a few minutes to interpret what she meant. You would think Bright House could afford to upgrade their phone service with caller ID. She then asked me for the number "underneath my modem." I told her repeatedly that there were at least 6 bar codes "under the modem." While I was searching for a magnifying glass to read the microscopic numbers, she hung up on me. If Bright House requires the "number under my modem" to provide technical support, MAYBE BRIGHT HOUSE SHOULD RECORD THE MODEM NUMBER AND KEEP IT WITH MY ACCOUNT INFORMATION, along with my phone number, despite the fact they have NEVER called me. So I unplugged all the cables from the modem and walked upstairs to find a magnifying glass. Once I could read the numbers, I called Bright House back and talked to an English speaking person. She said there was a known internet service issue and they were working on it. When I asked why the previous customer support technician didn't say that in the first place, she said I must not have called local support. Apparently, by dialing the exact same number, I had been transferred to a third world country without caller ID. The internet was still down two hours later. This time when I called there was no answer. I tried getting through for half an hour. The third world antiquated technology did not allow them to record a message explaining that the internet service was down and when it might be back up.

I like the channel selection. Their customer service and demeanor are good.

We had used Bright House's cable service for years. This year we finally decided to use their bundle service (digital cable + phone + internet). The installation was supposed to be between 8am and 11am. We waited and waited, no one showed up and no calls until 11:30am, someone called and said the installer is coming, don't go anywhere, so we waited more and the installer showed up at 12:00pm. The installer was not a Bright House employee, but a third party contractor. He was courteous. But since he was behind schedule, he was in a real hurry to install everything and leave before testing if things worked. We found out ourselves that 2 of my favorite HD channels (standard HD channel, not premium channels) wouldn't play while the installer was still in our house, he didn't know why or how to fix it. And we found out ourselves that our Bright House home phone could not receive phone calls while he was just about to drive away. (He tested the phone can make phone calls, but never tested if the phone can receive phone calls.) He came back and made several calls to back office, and finally sorted that out. After the installer left at 1:30pm, we spent 2 hours went through all two, three hundred channels to see if we have any problem on other chancels, and found one more channel having issue. So we called Bright House at 3:30pm to report those problems. The girl who answered the phone transferred us to a technical support guy who sounded really knowledgeable. He said he would send a guy in one hour to fix the issue. So we waited again. By 5pm, still no one showed up. We called Bright House again and found out that they had no record of our last call, and no one was scheduled to come to fix our problem! The girl who answered the phone this time said she could send a guy by 8pm. Luckily the repair guy showed up at 6pm. He is a Bright House employee, and he is really knowledgeable and very friendly. He found the problem quickly (our signal was a bit weak, that is why some channels wouldn't show) and fixed it with a brand new cable in our yard. By the time he left, it was 7pm. We had stayed home for 11 hours for the installation/repair process. If it is not the last guy who saved the day, I would give Bright House a solid 'F' review. But because of him, I would average the whole experience (F + A) to C.

I also told him that when I watch movies, I have to use three different remotes to start it and he was able to help me configure the TV remote so that I could use it for anything including movies. He also offered to unhook my old VCR.

He was very professional and answered all my questions. He installed everything and it was a great job. His initials are R.W. I'm really happy with the service.

I was hesitant to use Bright House at first due to some qualms with their political affiliations, but being the only internet provider for our location, it was inevitable, as my fiance works from home. Our installation technician (whose name I didn't catch, but I heard him refer to himself on the phone as Twelve) showed up right on time. The cable took literally only a few minutes to hook up, but he was having a terrible time getting our wireless internet to work. He went above and beyond to make sure that everything was up and running before he left, even though it took about three hours due to cable damage done by a previous television provider. He was a perfect example of a professional, both at getting the job done thoroughly and correctly and at customer service.

Great experience from the time we spoke with a support person by phone the night before to the service call the very next morning. The technician was awesome and was very thorough. He had a true "do it right" mentality rather than wanting to slap a band-aid on it and hope we were happy. The service call took about 2 hours. The technician kept getting calls from a dispatcher which made me think they schedule these guys too tight which could potentially force them to cut corners. I'm grateful our technician was one of the best and wanted the job done right the first time. He was running about half hour late but kept in touch with us to let us know his arrival time.

Given the choice I will never, ever have Bright House cable again. The only reason I haven't rated them an "F" is that they did provide cable programming to me. My issue is with their customer service. The details of my issue with Customer Service aren't important. Basically when I didn't get satisfaction with the customer service rep I asked to speak to a supervisor and was refused. It was actually said to me "there is no point in speaking to anyone else because they will tell you the same thing as what I am telling you". Or something very close to that. Incredible. I'm so glad to be rid of them.