Review by islandmicro 
Posted: 37 days ago
member for 4.7 years, 3 visits, last login: 37 days ago
 Saint Petersburg,Pinellas,FL
 $130 per month
 "works sometimes"
 "totally unreliable, service interruptions every single day"
 "if FIOS was here, Bright House would be a distant memory"
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Install Co-ordination:
Connection Reliability:
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(ratings below consensus)
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We've been Bright House customers for about the past 8 years, at two different addresses. Since moving to our present address in 2004 it's been one thing after another. There isn't a day that goes by that we don't have an issue with either our cable TV, broadband Internet, or VOIP (T-Mobile, not BHN).
We have RoadRunner basic Internet service (7Mb down, 512Kb up) bundled with Digital TV and HBO/Cinemax. The cable modem is a Motorola SurfBoard SB5100, rev. 3, with software version SB5100-2.3.2.5-SCM01-NOSH.
I've called and their tech support has been a colossal waste of time. We had a guy come to the house and he replaced a splitter, which only improved things a little. Meanwhile, I've measured speeds as low as 483Kbps down and 26Kbps up using Speakeasy and Bright House's speed tests. The cable modem's error log is full of T3 timeouts, DHCP Warnings, and SYNC Timing Synchronization failures. Visualware testing has yielded unacceptable QoS (21%), jitter (as high as 91.4ms), and packet loss (>10%) results.
Our house is small (only about 1200 sq. ft.) but it was built in the 70's and the people who lived here before us were early TWC adopters. I'm thinking the wiring infrastructure in the house might be a factor. We have 4 TV's, 2 VCR's, a DVR, and a cable modem on line. There's clearly a problem, but nobody at BHN wants to take the time or effort to solve it.
I can't get past the people who are working from the scripts to the people who actually know something and can talk to me on my level. I'm an IT professional with over 25 years of experience and while I don't consider myself an expert on any of this stuff I do know more than a little bit about it.
The shame of it is that in my experience Bright House used to have some of the best service and tech support in the business. Those days are gone apparently. I've looked into Knology, but haven't been all that impressed. I've decided I'll just try and hang on until Verizon brings FIOS to my neighborhood.
Followup comments:  Chris Berry
join:2008-10-22
Orlando, FL | Service Islandmicro, my name is Chris Berry and I work for Bright House Networks. Send me an email: Christopher.Berry@mybrighthouse.com, I would like to help! | |
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