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Bright House page on DSLReports
Six Month Rating

Reviews:
bullet 185 reviews (85 good) (53 bad)
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Review by mrdan777

  • Location: Auburndale,Polk,FL
  • Cost: $145 per month (12 month contract)
Good "TV service has been good, connection process was not bad."
Bad "I believe that BH knows what the problem is but refuses to acknowledge it."
Overall "BH provides poor customer service and routinly tells customers the problem is customers computer!"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)


I moved to central Florida about 3 months ago and was introduced to
Brighthouse. I have the high speed internet and TV service. My trouble
started about 2 months ago. My internet suddenly became extremely slow, not
allowing access to some web sites at all. Doing some network trouble
shooting I got a message stating that my computer apears to be configured
properly but the (DNS) server is not responding. I called BH service and
while speaking with the tech person in the Philippines who said his name
was Francis! I did multiple tests and resets and the usual scripted steps
as directed by BH tech over the course of several days, all to no avail!
Now I have the wireless service, but this problem is the same when I
connect directly into the router via cable. Then one morning I booted up
and internet service was back to normal?? I called BH to cancel the
appointment I had scheduled for a service tech to come to my home.

Weeks later, maybe 4 or 5, I turned on my computer and I had the exact same
problem. Loading my home page, Google, took 3 to 4 minutes or I would get
message that it was unable to load. I again called BH service and this time
the tech said his name was Archie!! We did all the same fixes and
adjustments and again all to no avail. Scheduled a service tech to come to
my house. He showed and did mulitiple tests and finally said it was mt
computer. He said he thinks it's a problem with my computers registry! Then
one morning several days later, I booted up my computer and service was
back to normal??

Now two days ago I turned on my computer and again I have the exact same
problem. I called service and the tech had me on the phone for what seemed
like an 2 hours but my guess would be it was actually 45 minutes. During
this time he had me perform numerous tects and pings and reboots and
configs! all to no avail. He finally said it was my computer. I asked him
if I take my laptop to a local business that has wi-fi and I am able to
connect to the internet would he agree that the problem is with BH service
and that it is not my computer! I had to ask him serveral time because he
didn't want to respond. He finally said it may not be my computer but it
wasn't a problem with the BH service??? Believing what he told me I went to
a local BEST store to leave my computer with the Geek Sqd for repairs. The
girl at the counter asked to see my computer and while it was booting up
she said BH allways says it's the customers computer and not their
service!! Once booted my computer worked fine on Best wireless network!! I
returned home and again called BH customer service. After speaking again to
a tech in the Phillipines, he finally said he would connect me to their
highest level service tech where I spoke with Matt. Matt did some of the
same fixes bt none worked. I asked Matt, even though everything seems to
check out on BH side, could there be a problem with mt router? He said yes!
I asked, then why doesn't some switch out my router? At this point I am
waiting for a visit from service tech between 8 and 10 this morning!

I read on some web sites that the problem is wide spread and BH is aware of
it but refuses to acknowledge there's a problem always telling the customer
it's their computer. It was also mentioned that some think that BH is
trying to use filtering? I would switch ISP but don't know of any others in
this area Auburndale, Fl).

(review was emailed from domain gmail.com)
lodged 1.8 years ago

Comments:

BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

Thank you for taking the time to share your experience...but

MrDan777 I can't help but notice that you found a way to post an anon review here but have never used the outstanding support services that we offer for just this type of situation right here at DSLReports which can be found here »Bright House Networks or for a more private experience here »Bright House Networks Direct.

Please take a moment to post a complete description of your problem in our direct forums (see link above), include your IP address so I can check all of your equipment and I will be in touch and one way or the other I will make sure this gets resolved.

--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


mrdan777

@bhn.net

Re: Thank you for taking the time to share your experience...but

My IP Address 192.168.0.5
BH service tech spent an hour and a half at my home today and finally said it was my computer. I took it to Staples and they were able to get on their wireless network with no problem!! I let them keep my laptop for complete diagnostics. They said after they go over the computer they will verify that everything is working properly and if I still can't get onto internet it has to be the BH connection, modem or router! This is costing me $199.

BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

Re: Thank you for taking the time to share your experience...but

MrDan go here »Bright House Networks Direct and post this concern. The IP address however is your local address and I need the WAN IP. Simply go to google and type "What is my IP" and it will tell you. I will take care of it from there. I would hold on the diagnostics thing until I have had a chance to review everything...so call them and ask them to stop if possible. If something needs to be done I'll guide you so it doesn't cost you anything and we'll get this taken care of.

BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

Or...

Or if you prefer just email me everything to BHNtechXpert@mybrighthouse.com and I'll be in touch.

BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:148

Re: Or...

That works...stand by I just replied to your email as well.

mrdan777aol

@bhn.net

Re: Or...

Didn't receive any patch?