 Review by Ray422 
UPDATED: 173 days ago
member for 7.7 years, 2579 visits, last login: a few hours ago
 Adger,Jefferson,AL
 $50 per month (month by month)
 about 3 days
 "Speed has been adequate"
 "Tech support is terrible"
 "Growing more difficult to continue their service"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
-TW/RR installed 1/24/02. Customer support continually gets worse. Every outage in the past 7 years has been blamed on my end. Only once was it ever on my end, when the county tree-trimmer cut the cable line.
-Note: Be warned and advised that this is a Brighthouse networks area; pretty much a monopoly with a monopolistic attitude. In the beginning customer service was great, but has continually deteriorated.
-First level techs are not knowledgable and will never, ever admit to their own problems. Often times they are borderline rude. They always blame your computer, I always ask if they think all 3 of my computers went bad at the same time? Duh...then they hunt something else to blame on the customer.
Brighthouse has typical standard responses and if you use a router, they will always blame it for any and every problem, count on having to disconnect it and prove it's not the router. Then if you beg an escalation to level 2, count on long hold times and disconnects, phony sympathy and possibly repeating the entire process.
If the line is down, in-house service will never admit that. They merely schedule a 3-5 day later service call. When the tech finally shows up and you tell em, their problem line came back on after a few hours or days last week, you get to sign their service-call ticket anyway. Me thinks they do this to avoid issuing a credit. What a waste of time and money. Count on a line-outage of at least once a month.
-My latency has always been poor for 7 years now. Runs around 110 average (monitored). Specific sites can be much worse.
-Brighthouse "here" always lags the country in speed updates. The national cap was published at 8000/512 in 2007. In 2009, I still get more like 5,000/384. My Tcp/ip stack receive window is tweaked at 75,920.
- A free month for customer referral is BS, don't fall for it. Played that game twice and they developed amnesia, even after the installer recorded the referee's (my) name and address on the new subscribers signed ticket.
-IP is dynamic, but seems to re-license the same IP for about 3 month periods.
-These people can't even keep their billing straight. How could anyone suddenly screw-up "direct bill pay through the bank" that has existed for several months?? Only Brighthouse could manage that.
-This service compares to the arrogance of AOL during it's glory days of dial-up.
-My only choice here was satellite, but I understand that AT&T-DSL is availiable this year (2009). Now that I have an option, that terrible customer service may push me into switching carriers.
Followup comments:  Bobbye
join:2008-08-22
Clearwater, FL
| RR and BrightHouse I am in agreement with the Bright House assessment from the speed to the lack of knowledgeable support.
One thing I continue to see is the tool tip popping up telling me 'wireless network connected'. I have cable hardwired to desktop through wireless Netgear router and spend most of the time on the laptop.
Thing is, it does not appear that I lose the connection in the first place for it to be re-established. I did mention it to one tech and was told 'they're probably changing your IP!' Well for heaven's sake, just do it, don't pop up and tell me about it!
Wonder about your speed. I upgraded to 10M BPS, now see 15 on the bill. But I've never gotten close to those numbers "except" when I use the speedtest for Bright House! The strange thing about this is that I can use the speedtest through Atlanta which is what RR used to use and get numbers more consistent with the speed-or lack of-that I think I'm getting.
Have had router replaced x4, modem x4, won't let any tech have hands on if they send someone-I do it! | |
| | | |
| Forums » comments on review of RoadRunner Cable |
|
RoadRunner Cable
(198)
(83)