jcclow
join:2008-12-02
Orlando, FL | [Internet] Class Action Lawsuit against Brighthouse Hello All. This is long, I apologize.
I am considering a class action lawsuit against Brighthouse. I am beyond fed up with the quality of service I receive from them and the fact that I have no other alternatives in my area. Some background...
I have been living in the Disney area for almost a year and a half. The entire time I've been living here I've had Brighthouse Internet and Digital Cable. I no longer have their cable as I couldn't justify $100 for a blocky, distorted cable signal. I canceled my Digital Cable and HD package over 6 months ago. I still currently use their internet service as I have no other options in my neighborhood.
From day one, I have been having problems with their internet service. They have been out to my house three times and I get the same answer every single time, "It's your router." I have now been through three brand new routers (Linksys WRT-110 (my current router), Buffalo Tech Wireless-N Nfiniti and a D-Link DI-624) all with the same issue. Throughout the day, my router and the cable modem will lose their IP. I initially thought that maybe it could be the router, so I stopped using all three routers at various times throughout the year. Even without the router, the modem would still lose its IP many times throughout the day. I have now been through three modems, also and still no luck. The service techs that have been out, have all said that I have a fine signal. According to the service techs on the phone my modem has never been offline as far as they can tell. Someone is not being honest.
I am at wits end and honestly can't believe I'm paying $50 a month for this service. I have filed a complaint with the FCC and the BBB. Unfortunately, Brighthouses service is so bad that I really doubt one more complaint will solve anything at all. I'm curious if anyone else is having these problems and if you've found a solution.
I just went to send this and right now, my modem doesn't have an IP. I am amazed and saddened. |
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| OK looks like I'll be the first... what are your signal levels?
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| reply to jcclow
jcclow, I work for Bright House Networks, PM me and I'll see what I can do. |
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jcclow
join:2008-12-02
Orlando, FL | reply to BillyZoom
How would I find my signal levels? |
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jcclow
join:2008-12-02
Orlando, FL | reply to BillyZoom
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 rraAdvice
join:2008-09-19
Kingsville, MO | reply to jcclow
downstream should be between -7 and +7 upstream should be about 40-50 snr needs to be over 30 |
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| said by rra:downstream should be between -7 and +7 upstream should be about 40-50 snr needs to be over 30 Technically it will work up to +/- 15dBmv but as close to zero would be best.
Return (transmit) levels are real good.
He could try knocking down the Signal Forward Path (Receive) but I don't think that is the problem. |
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| reply to jcclow
Im getting:
Receive Power Level
-4.1 dBmV
Transmit Power Level
45.0 dBmV
So my levels look good from what I know. I live in the Avalon Park area of Orlando and my speeds are terrible right now. I run the speedtest and for the first 10 seconds i get 0-1000k and end up with anywhere from 1500-2500.... This is VERY unreasonable. |
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| reply to jcclow
I've lived in Florida for a year and a half (Sarasota/Bradenton area), and have had the same problems with two different Verizon accounts, one has been resolved, and one hasn't. Intermittent drops and extreme slowdowns, intermingled with a fair to decent (but never excellent) signal.
My theory is the problem stems from buried cable. To protect from the extreme weather we're susceptible to here (hurricanes, lightning, etc.), they bury most of the cable. This is all well and good, except that in a lot of instances, it was installed many years ago, and is beginning to short out in places. The biggest problem, since it's intermittent, is finding the location of those shorts, and they're numerous. I'd had all the equipment and cabling replaced inside my home, but they didn't fix it until they found a short in the main line A BLOCK AWAY!!! It has worked flawlessly since, about 6 mos now, but WOW, what a headache!
At work, we even switched ISP's, but are still having the problem. They still insist they can find nothing wrong, that everything tests OK, but still send out one tech after another, each with the same result! No progress! With the exception of the tech that fixed my home problem, they all have blamed either my equipment or my configuring skills (I've been a network tech/admin for close to 15 years, and have never had any problems at my end that I couldn't resolve on my own in a reasonable amount of time). At least in my area, I was told by the one honest tech I talked to, they are not planning to fix a lot of the problems, because they are going to install fiber optic next spring, and weren't about to do anything until then. I already had fiber optic at home when he told me this. At work, it was a Verizon DSL problem, now a TW Telecom (Time Warner) T1 problem, but the symptoms are EXACTLY the same. I've checked and rechecked my configurations, replaced internal hardware, software, everything they've asked, but ultimately, I believe they'll have to fix an issue on THEIR end before this is resolved. |
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jcclow
join:2008-12-02
Orlando, FL | reply to jcclow
Attached is a copy of a letter I received and responded to from Kathleen, Division Customer Care Supervisor for Brighthouse Central Florida...
quote:
Kathleen,
So Andre and Terry (actual Brighthouse techs and not sub-contractors) showed up today just a little after four. They spent some time in my apartment measuring the signal and found some anomalies. The signal fluctuated a great deal while they were measuring it. Terry went down to the box, on the outside of the apartment and was gone quite a while. Andre called him and asked what was taking so long and Terry replied, "You've got to come see this." Attached are three photos of what they found in the box. They believe that was why I had been having the connection issues and also why my HD service, months ago, was so choppy and blocky. Hopefully this solves the problem and in the future I may even consider subscribing to your HD package again.
Thank you so much for looking into this. My only frustration is that it took four service calls to my house before the problem was solved. If the three previous techs (all of which were sub-contracted by Brighthouse) had taken the time to walk down to the box and do a little troubleshooting, this could've all been avoided. Terry and Andre did a great job and deserve commendation. I'll be posting a copy of this at www.dslreports.com just to let everyone know what a great job you did.
Sincerely,
Jeremy Clow
From: P******r, Kathleen J. [mailto:Kathleen*******@****brighthouse.com]
Sent: Wednesday, December 10, 2008 3:12 PM
To: 'j***@j********w.com'
Subject: Your Bright House Account
Good Afternoon Mr. Clow,
My name is Kathleen and I would like the opportunity to discuss your recent Bright House Networks concern.
Please contact me at your earliest convenience at 407-215-****.
My office hours are Monday – Friday 8:00 am to 5:00 pm. Or if you prefer, please respond back to this email.
I look forward to hearing from you soon.
Thank you,
Kathleen
Kathleen
Division Customer Care Supervisor
Brighthouse Networks of Central Florida (Orl)
Office: 407-215-****
________________________________________
CONFIDENTIALITY NOTICE: This e-mail may contain information that is privileged, confidential or otherwise protected from disclosure. If you are not the intended recipient of this e-mail, please notify the sender immediately by return e-mail, purge it and do not disseminate or copy it.
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jcclow
join:2008-12-02
Orlando, FL
1 edit | reply to Chris Berry
said by Chris Berry:jcclow, I work for Bright House Networks, PM me and I'll see what I can do. Chris, I'd also like to thank you for escalating this up to Kathleen. I apologize for not being a little more forthcoming with my contact info, but I didn't really know if you worked for Brighthouse or not. Anyone that reads this in the future should know that Chris Berry really does work for Brighthouse and will try to take care of your problem. |
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1 edit | reply to jcclow
Thank you Mr. Low Voltage Light Installer | 
1st patch (Brighthouse) | 
WHAT A MESS! | 
Still like this today (trip hazard) |
Here are some pic's too!
Seems that the sub-contractor that first installed my drop only used his fingers to pry back the sod and push the cable just below the grass... long story, been here in Florida for a long time in the commercial construction industry and well know that you have to constantly keep your eye on these clowns. Heard all the excuses there is over the years... Lord help Brighthouse if many thousands of these drops are like this all across the Counties. (I think the FCC should be notified) And what was this about RR bitching about Verison not grounding?
You know I consider myself to be the laziest man on the planet... I'll take the time to do the job right the first time so that I'll never have to go back and do it again. And Never Work "FLAT RATE!"... oh the evils of "Flat Rate".
Maybe some day I'll air the "Long Story" here for everyone to hear. |
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| reply to jcclow
Chris or Jcclow,
Did we ever get this taken care of? I may be able to assist. |
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| Hey what about me? |
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| What's going on Billy? Those guys haven't buried that cable yet? BTW that one in the top picture is a BellSouth cable. |
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| Coax is BellSlouch? I think not... |
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| reply to cableveteran
Re: [Internet] Class Action Lawsuit against Brighthouse See last pic, "Still like this today (trip hazard)" |
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| reply to jcclow
I don't understand. Why can't that bury the cable? You got some heavy tree roots or something 1 inch under the sod? |
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| It's real simple... the Subs & Brighthouse Techs are lazy clowns. And I've come to learn something about a permit if they dig. |
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