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 Review by chotty 
member for 8.9 years, 157 visits, last login: 310 days ago
lodged 3.5 years ago
 Birmingham,Jefferson,AL
 Contract price not specified.  "decent speed & channel bundles" "horrible Coax problems outdoors, still running DOCSIS 1.1" "It's either this or 3mb DSL..."
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Good points: decent speed & channel bundles
Bad points: horrible Coax problems outdoors, still running DOCSIS 1.1
Bottom line: It's either this or 3mb DSL...
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Review by hyebba
member for 3.5 years, 2 visits, last login: 3.5 years ago
updated 3.5 years ago
- Tampa,Hillsborough,FL
- $112 per month
- "Can't think of any good points."
- "Internet service is horrible, techs are not educated in IT field, no quality assistance provided."
- "FIND ANY OTHER PROVIDER AND BE WILLING TO PAY THE DIFFERENCE"
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A few months ago I moved and had my Brighthouse service transferred.
When the technician showed up he: was in a personal, unmarked van. Was quite dirty. Did not speak English and communicated with yelling MAMA at me and pointing at the floor in front of him, indicated he wanted my presence. Add to all this that he had no idea what he was doing and it began becoming offensive.
It took this technician over 4 and a half hours, and numerous calls for over-the-phone help, for him to install a new aerial drop. This was apparently necessary because he could not figure out the cabling that was already existing.
When I asked for an outlet for the internet, his professional response was to run roughly 50 feet of coax fully exposed and along my baseboards from the living room television to the area I had the computer desk. I have tile floors and this was run at the bottom of the baseboard. He left about six extra feet of cabling hanging out of the wall and when I asked if he could 'clean it up', he just screwed the cable splicer to the wall, leaving the extra six feet still protruding and hanging out.
To boot, after all this, my service didn't even work.
I called customer support and they sent out a lead technician who was quite nice and agreed the installation was unprofessional and made arrangements for a new crew to come out and fix the installation. this would include installing a drop for a proper internet cable outlet to be installed.
When the new technician came out, he spent some time walking around the house and then told me the installation was fine and that it was acceptable to run the cabling along the baseboards for 50 feet. He then added it would be time consuming and too difficult for him to install a new outlet. I explained to him that the lead stated it was not a good installation and that it needed to be redone, to which he responded, "Well then, why don't you call [xxxxx] (lead tech's name) to put it in.
this is when he was instructed to leave my property.
I called customer support again to complain. They made yet ANOTHER appointment to come fix the install (we are now on day four of Brighthouse being at my house).
The crew came out and fixed the installation and a supervisor credited my account for two months of service, which I accepted even though the amount of time I lost due to their incompetencies was deemed far more valuable than that.
This was a couple of months ago.
Now I am currently having huge internet connection issues. Everything on my side has been ruled out. No malware, system is set up perfectly, brand new hard drive, new modem - a support tech not affiliated with Brighthouse identified the only possible problem as being my ISP and to call them to do a diagnostic check.
I called Brighthouse tech support and just getting to tech support was not fun. First I was transferred to Earthlink, even though I had stated it was a connection issue. Earthlink referred me back to Brighthouse because it was a connection issue. the shell game commenced.
When I finally did get through to tech support, he told me I definitely had an issue on their end, that my signal was 'way out of range' and that I had a lot of packet loss. He scheduled a tech to come out the following morning.
A very young man, no more than 18, and in an unmarked vehicle, corn rows in his hair, and clothes that looked like he was going clubbing showed up. He was nice, but he was incapable of doing the job he came to do. He told me I did NOT have a signal that was out of range, even though the diagnostics that were run the day before said there was. Here we go again with employees of Brighthouse giving customers conflicting information and both sources insisting they are the correct one. I think the woman who tagged along with him and hung out in the front yard was his mom. I've learned that the techs bringing friends and company along with them on service calls is quite accepted and normal. Somehow I doubt seriously that these friends and family have been checked out by Brighthouse to ensure they are safe to be going to customers HOMES. Huge liability and quite frankly, I don't appreciate Brighthouse taking my personal safety so lightly. MORE OFTEN THAN NOT WHEN BRIGHTHOUSE COMES TO MY HOUSE THEY BRING COMPANY WITH THEM TO HANG OUT AND EVEN HAVE THEM COME INTO MY HOME. One time, they even set up a little mini grill in my yard and fixed themselves some food. I wish I were exaggerating.
this tech spent HOURS at my house - all the while making numerous calls for help - and the only thing he did to try and fix the problem was replace the cabling from the street to the house. the brand new cabling that was just installed.
Even though he knew for a fact the internet was still not functioning properly when he left, he actually told me to call him on his cell phone if I continued to have issues. I just kind of blankly started at him because he knew I was still having issues. Nothing was fixed, he knew it, and made no effort at getting somebody out here that actually knew enough about their profession to be able to provide quality service. Exactly what would change if I called him? this made no sense to me.
So he left, my numerous attempts at contacting customer support for further help were unsuccessful. It seems the problems even extend to Brighthouse and their phone system was down and I could not get past the first couple of minutes of the recorded operator to make a selection before the call would disconnect.
I still have no useful internet and no hope of having any as long as I am with Brighthouse. I work from home, on the computer, and have been unable to work for the last two and a half weeks because of this issue.
Run as far away from Brighthouse as you can. they do not value their customers enough to even hire quality and capable technicians. and you will spend days of your time just trying to get a proper install. And brush up on your prayers for when you actually need troubleshooting assistance - you will not get that from Brighthouse.
Not only will I be finding a new service provider, I will be letting everyone who will listen know about the horrible experiences I have had there. Verizon, and their contracts, are starting to look really good. Brighthouse may be less expensive, but it is only a value when the services you pay for actually work. Brighthouse's system - in all areas - leaves too much to be desired and is broken in every way.
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 Review by swsamurai
member for 11.1 years, 415 visits, last login: 2.3 years ago
updated 3.5 years ago
- Bakersfield,Kern,CA
- $49 per month
 about 4 days- "Quick link, pretty much"
- "Tech Support, has dropped off a lot over the last couple years. They are off-shoring their Tier-1 support to India now."
- "Go for it. I like a service that you do not have to fart around too much with, so this works for me."
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I have been using RoadRunner/Brighthouse for some time. I really do not like to have to have play games with my ISP and BH has been good about leaving me alone. I am disappointed in their tech support. If you call them, and know something about networks, ask for Tier 2 or Tier 3 Local support immediately. Otherwise you end up dealing with someone in India that is obviously reading a script for each problem you pose them with. When you try to explain that they are not listening to you, they ignore you, proving the point. Unfortunately that is common these days.
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Review by alexkorlando
member for 3.7 years, 4 visits, last login: 3.6 years ago
lodged 3.6 years ago
- Orlando,Orange,FL
- $50 per month
- (12 month contract)
- about 7 days
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This review is actually for Brighthouse/Earthlink cable internet but I don't think Earthlink is in any way responsible for this mess.
Connection was ok for the first 6 month then worsened dramatically and kept on degrading. As of now, the link is down 50% of the time, disconnecting and connecting at random. Called tech support a number of times. The only thing they do is come in and swap cable modems. Called Brighthouse tech support 6 times, tried 6 different cable modems, enough is enough, switching to DSL. Wouldn't recommend this provider to anyone, even my personal enemy.
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Review by against
member for 9 years, 1283 visits, last login: 79 days ago
updated 3.6 years ago
- Valrico,Hillsborough,FL
- $150 per month
- "Not many lately."
- "Unreliable connection, support keeps no record of previous issues or calls."
- "If you are in the Tampa Bay area, be wary of signing up for Brighthouse Internet services (Including Phone)."
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Have been going back and forth with phone support for connection loss for what seems like months now.
First tech to come out on this problem was late, and never scheduled the follow up appointment to check the outside coax and tap. (Had to call to request this).
The tech that was scheduled to come out to check the tap called and cancelled, said "It should be fixed". This was not the case.
Now, one would think that they would keep some sort of records of your previous calls and or service visits by techs and what was performed; apparently this is not the case.
The unhelpful circle of troubleshooting they try to put you through every time you call is very frustrating.
All in all, would not recommend Brighthouse Internet to anyone, look elsewhere.
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 Review by BryanOnComc
member for 5.9 years, 506 visits, last login: 60 days ago
updated 3.6 years ago
- Brandon,Hillsborough,FL
- $45 per month
- "Quick speed, good customer service"
- "8 of 10"
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Great, No issues, No problems,
Going to try Fios...
Update back to Roadrunner now, cause fios sucks, overhcarged too many times and internet browsin speed sucked.
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 Review by viperpa33s
member for 10.4 years, 4176 visits, last login: a few hours ago
updated 3.7 years ago
- Bradenton,Manatee,FL
- $94 per month
- "Tech support is courteous, Getting advertised speed"
- "Poor install coordination, poor scheduling, techs need more training"
- "Would recommend the service to anyone"
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It's been a year since my last problem and I have to say that I haven't had any problems since then. I also have to say that there hasn't been any internet down time. I did get rid of triple play, I currently have cable T.V. and 7mb internet service. Why pay for a home phone when I have a cell phone. I also upgraded to a HD cable box at no charge. Other than that, the service that Brighthouse provides has been good so far. I do wish they would stop bugging me about ordering phone service.
Bright House is a reseller of Road Runner and Time Warner Cable. Brighthouse used to be Time Warner Cable awhile back until they got out of this area. I have had triple play for about a year and half now and would say the service has been pretty good. I have 7mb internet and digital cable. About a few months ago I had a problem with my digital cable. It took them about 3 weeks to finally figure out what the problem was and get it fixed. During that time my case was moved up to level 2 support and they seemed to know what they were doing. Some of the techs need better training to better troubleshoot problems. They also have a problem with scheduling, not notifying you when a tech will not show up. One day I was waiting all day for a tech to come and when he didn't show up I called. They told me it was handled on the back end and no concern that I waited all day. Other than that, my digital cable has been working since. The internet has been working great with hardly no downtime. My internet has gone down twice in the past 6 months.
The only problem that might happen is Brighthouse may go to internet caps since they are a reseller. Time Warner is testing caps that are ridiculously low, 40 gig cap for there highest tier. Even Comcast has a 250 gig cap. If your not worried about caps then Brighthouse is a good choice for decent service. There is no contracts like the telephone company has and you can add and remove features without penalties.
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Review by TyRobbins
member for 5.4 years, 8 visits, last login: 3.9 years ago
updated 3.9 years ago
- Daytona Beach,Volusia,FL
- $110 per month
- (12 month contract)
- "They're super helpful on the front end."
- "Everything after the install. Business Rep G.M. would return 1 email to my 5. Horrible follow-through and no modem control."
- "Too bad Comcast Business isn't offered in Florida. Stay away from this company for your business needs if you do more than surf."
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This is my second recent Brighthouse bad experience so I figured I'd post my story to try to warn everyone else from going through what me and my company have endured.
Business Brighthouse 7/512 is a scam at $110 when I can get 6/1 from Comcast Business for $60 plus a local rep and technicians that will talk to me and answer my questions immediately.
My company had problems from day 1 with Brighthouse when their installer broke through the wall in one room and then accidently disconnected our customer's telephone equipment which took over 12 hours to bring back online (had to call in their phone provider). I asked Brighthouse to pay and it took them over 3 months (and about 20 emails/calls) to pay.
Customer service was unreliable. Sometimes you'd get a happy professional and other times you'd get their 12 year old kid.
Business support is nonexistent. My rep G.M. said he was overworked and his assistant had been in an accident and then never replaced. I would call and email repeatedly with no replies until I threatened to switch ISPs or contact his boss which would get me a email 5 minutes later. Apparently he just needed a little motivation to do work.
I can't manage my Zytel modem and have noticed ports being blocked at times. "Business class" means just a residential modem that you pay twice as much for. Nothing business about it.
I deal with many ISPs throughout the Southeast and Brighthouse is at the bottom of my list so far. I had written them off 3 years ago and gave them a try this year…bad decision on my part.
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Review by Hardtime11
member for 4.2 years, 2 visits, last login: 3.6 years ago
updated 4.2 years ago
- Dover,Hillsborough,FL
- Contract price not specified.
- about 10 days
- "They have support?"
- "The follow thru is very bad. They send technicians out but they are box exchange specialists and do not fix the plant issues."
- "As soon as FIOS comes I will drop BrightHouse/RoadRunner like a wet brick after 9 years."
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As mentioned previously. I have BrightHouse Cable with Road Runner Service. I have had it since the beginning and that is only because FIOS is not in my area yet. I get macro blocking on their cable service every evening and their Road Runner Internet Service is not stable at all when it comes to speed. Right now I am getting speeds of about ISDN capabilities (at best). Their DNS really is bad and old I actually have my setup looking to some free DNS servers first as primary then RR's. The free DNS Servers are a lot more consistant and faster. I have had numerous techicians out to my house for the issue and they always send a house tech that can only fix from the house to the pole. I have even advised them and they have noted that the issue is not at the house but within the plant (lines on the pole or elsewhere) They change my boxes (1 at a time) most of the time even though it is on both HD Boxes and my regular non-boxed cable shows static/fuzz on the picture. That should be a major hint.
At present I have been downloading a 30mb video for about 15 minutes and it just now past 50%. That is some 7mb pipe they have to the house. I used to have the faster package but with this poor service it makes no sense to have it.
I have a relative and some friends with the FIOS service and it takes less than a couple of minutes to download the same video.
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Review by ggranger
member for 10 years, 281 visits, last login: 5 years ago
updated 4.3 years ago
- Orlando,Orange,FL
- $54 per month
- about 5 days
- " RR Turbo offers excellent speed (15meg down / 2 meg up)"
- "Field service techs, telephone techs."
- "When it works, it's fantastic! When there's a problem, it's a problem."
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Overall Bright House Networks is good, however, when there is a problem and you have to call for service, you tend not to get anyone who really knows what they are doing. After my 3rd call about up and down problems, I finally got a level 2 tech on-site who discovered failing equipment outside. Would have been nice had this been checked by the first tech.
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