Bright House Networks

Today (9/15/2016), without any explanation, after we complained, the internet connection and cable TV was disconnected by Bright House - when we followed up with them, we were informed that it will be restored on 9/17/2016 after yet another technician will visit.

Here is the complete chat - verbatim (personal details have been redacted)

Customer: No Internet or Cable TV Connection.

Brighthouse Representative: Hello Customer REDACTED.

Brighthouse Representative: I will be happy to check on this for you.

Brighthouse Representative: May I please have your account number?

Customer: Address Customer REDACTED

Customer: XXX-XXX-XXX REDACTED

Customer: BHN Account REDACTED

Customer: We do not have any internet or cable tv for the past one hour. This happened shortly after the previous chat earlier today.

Brighthouse Representative: Thank you for your account information, please give me a moment to make some checks.

Brighthouse Representative: I am seeing that there is a technician's appointment scheduled for Saturday, 09/17/2016, 12-2pm.

Brighthouse Representative: This is to have this resolved for you.

Brighthouse Representative: We do require that someone 18 years of age or older be present at your address when the technician arrives.

Customer: OK - what does that have to do with the Internet / Cable TV that was working till one hour back

Brighthouse Representative: The technician will call you before he arrives.

Brighthouse Representative: The technician will be able to have this resolved for you as there are no outages in your area and your services should be working fine.

Customer: Has BHN disconnected the service right now - can you confirm that?

Brighthouse Representative: Your equipment is not receiving signal from us and the technician is now required to have this resolved in your home.

Brighthouse Representative: Your services are active and no disconnection has been done.

Customer: I see - so you have disconnected the signal -is that correct?

Customer: Then can you explain why there is no internet connection?

Customer: or cable TV connection?

Brighthouse Representative: We are not able to advise you of the reason for the signal loss in your equipment and this is why we have scheduled the technician to come out and resolve it on your end. What we are able to do from our end is send refresh signals and as your equipment is not receiving signal, this will have to be investigated and resolved by the technician.

Brighthouse Representative: We have not disconnected any signal to your equipment as your account is active and at no risk of disconnection.

Customer: I see - that is unusual - because it was working fine till about an hour back.

Brighthouse Representative: I understand and we will have this resolved when the technician comes out.

Customer: If that is the case, what can you do to send the technician earlier

Brighthouse Representative: I am seeing that the appointment you have is earliest available one at this time.

Customer: Interesting! So are you implying that there will be no internet or TV available till then?

Brighthouse Representative: Until the technician will be able to come out, your services may remain unavailable, if they return please contact us and advised us of this.

Customer: Just to ensure I understand, are you/ BHN unaware of the service being provided to us - is

disconnected or not?

Brighthouse Representative: One moment please...

Brighthouse Representative: We acknowledge that you have services with us and they are active, we are sending a technician to come out and investigate why your equipment are not receiving a signal and correct this , so your services are working correctly.

Brighthouse Representative: Your services are not disconnected.

Customer: Then can you explain why we do not have any Internet connection or TV - surely, you should be able to view the details of this connection?

Brighthouse Representative: One moment please...

Customer: ok

Brighthouse Representative: While reviewing your account, I checked the equipment to see if they were receiving the signal from our end that is needed for your services to work and they are not, as such a signal from our end would not resolve the matter as it would not reach your equipment, the technician is now going to have to come and do a hands on investigation into the matter to have it resolved by coming to your home.

 

WITHOUT ANY EXPLANATION, THE CSR DISCONNECTED THE ONLINE CHAT

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They also do phone services as well. I went to their office for equipment exchange. I've had service with them for about 20 years. I've never had a problem with them. Anytime you go on the internet and see any of their special offers they will honor it whether or not you're a new customer. I have the extended cable package where I get the basic channels plus extended ones with high definition and I have the cheapest internet service as well as the land line. With taxes and everything I pay $102. The last time they came out I had a repair on my modem and they replaced it with no charge.

I was a Bright House customer for more than a decade before
switching to a competitor this spring.
 Internet service was fast and virtually interruption-free.
Cable television was also reliable generally, but suffered from numerous small
shortcomings that, while trivial in isolation, were collectively a huge pain in
the rear. But the kicker for me was that numerous and sometimes lengthy service
calls to fix these problems failed, over the course of many years.
Some problems were systemic ? clunky, time consuming and
non-intuitive interfaces between cable box and remote that reminded one of a 1990s
era Atari game; random menu items asking inane questions that force you to
click them away (no, I don?t want to stop recording just because I turned the
TV on!); and limited DVR capacity (can?t tape two shows and watch a third
channel).
Some were perpetual shortcomings to my system, apparently.
Random outages of the Big Ten Network, usually after I?d DVR?d the &^%!!
Spartan game; Channel 7 never came in upstairs; OFF sometimes turned both the box
and the TV off, sometimes not.)
 I finally pleaded with them ? both the customer service rep
and the (contracted) technician at my house, this spring to thoroughly address
these issues, including the wiring on the outside of the house. With the
exception of the immediate connecting hardware, the wires indoor and out were
vintage 1998. I know little about this, so maybe the wiring was fine, but it
seems hard to believe there?s not better technology?
 When the technician left, virtually nothing, quite
literally, was fixed. Furthermore, the whole house DVR package I upgraded to
worked sporadically on one TV, and not at all on the other.
 Bright House?s customer service reps and technicians were
unfailingly prompt, courteous and helpful. But their product was like a clunky
old beater truck. The loveable old jalopy never failed to start and get you at
least close to where you were going ? but you?re not gonna miss the jarring
ride and sqeaky brakes that they were incapable of fixing.
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No service interruptions and excellent quality cable.  Streaming internet works great including Netflix.

We have some problems with Bright House Networks with connecting to the internet. It goes out sometimes, during random times.

I have had their services for a couple year. They are very friendly and punctual.

I made two phone calls to them which were instantly answered by people who spoke English. They were concerned about helping me, and now we are back on line. We have been with them a long time, and I have had problems in the past. But in the last three years they have improved their service. Right now I feel very happy about them.

They are the only ones we can choose because they have a contract here in Livonia. I have no choice to use other service providers.