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Satch

join:2009-11-25

Evaluation-The Good, Bad, and Ugly of Brighthouse Networks

Hey All,

Sup? I made this list as an evaluation of Bright House Networks products and services as a way for us to collectively share experiances with the company. What is good in your area, what is just Ok, and what needs improvment? Brighthouse Networks/ afflilates, feel free to comment as well:

+= Good

-= Bad

0=Varies (Need more Information)

For Brighthouse Networks:
+: Like to bundle services
+: willing to renegotiate deals to keep customers happy.
+: awesome Digital Phone
+: awesome High Speed Internet
+: Caller ID on TV
+: Best HD channel selection.

-: Outdated cable boxes and DVR's
-: Unreliable cable boxes and DVR's
-: Cable guide is lacking essential features of current technology such as:

Keyword Search
Permanent Guide Filtering
Manual Recording

-: Stupid independent contractors for new installs. (Only Signature Home uses top techs for new installs.) Only certified Brighthouse Networks techs should do both repairs and installs.

-: Level one customer service is caring in my division most of the time, but is not competent or trained to handle questions about most of the technology.

0: Remote DVR Manager is so much better than the boxes for searching. But it goes in the variation category, because when it works it works well, but there are many times when it doesn't work, you can't log in, or it freezes.

0: Inconsistency across Brighthouse Networks divisions for customer service courtesy, tech promptness, and knowledge of equipment. Some reps are awesome, others are awful.

0: How much training does the average Brighthouse Networks Independent Contractor have? The average in-house tech? A level 1 CSR? What steps can be taken to improve communication in areas that are lacking?

Satch


tim tim tim

join:2010-08-14
Lutz, FL
kudos:2

said by Satch:

Hey All,

Sup? I made this list as an evaluation of Bright House Networks products and services as a way for us to collectively share experiances with the company. What is good in your area, what is just Ok, and what needs improvment? Brighthouse Networks/ afflilates, feel free to comment as well:

+= Good

-= Bad

0=Varies (Need more Information)

For Brighthouse Networks:
+: Like to bundle services
+: willing to renegotiate deals to keep customers happy.
+: awesome Digital Phone
+: awesome High Speed Internet
+: Caller ID on TV
+: Best HD channel selection.

-: Outdated cable boxes and DVR's
-: Unreliable cable boxes and DVR's
-: Cable guide is lacking essential features of current technology such as:

Keyword Search
Permanent Guide Filtering
Manual Recording

-: Stupid independent contractors for new installs. (Only Signature Home uses top techs for new installs.) Only certified Brighthouse Networks techs should do both repairs and installs.

-: Level one customer service is caring in my division most of the time, but is not competent or trained to handle questions about most of the technology.

0: Remote DVR Manager is so much better than the boxes for searching. But it goes in the variation category, because when it works it works well, but there are many times when it doesn't work, you can't log in, or it freezes.

0: Inconsistency across Brighthouse Networks divisions for customer service courtesy, tech promptness, and knowledge of equipment. Some reps are awesome, others are awful.

0: How much training does the average Brighthouse Networks Independent Contractor have? The average in-house tech? A level 1 CSR? What steps can be taken to improve communication in areas that are lacking?

Satch

The average in house tech's education can vary quite greatly. Bright house offers as much training as you could possibly handle including in house training and college level training. The minimum is about 2 months of in house training which includes classroom, hands on and field training before they get on there own.

Techs are promoted by completing a series of college level classes and in house classes for each position moved up (tech 1, 2, 3, 4 etc..) which motivates some of us to do better. Obviously each promotion comes with a raise which is the motivator!

Satch

join:2009-11-25

said by tim tim tim:

said by Satch:

Hey All,

Sup? I made this list as an evaluation of Bright House Networks products and services as a way for us to collectively share experiences with the company. What is good in your area, what is just OK, and what needs improvement? Brighthouse Networks/ affiliates, feel free to comment as well:

+= Good

-= Bad

0=Varies (Need more Information)

For Brighthouse Networks:
+: Like to bundle services
+: willing to renegotiate deals to keep customers happy.
+: awesome Digital Phone
+: awesome High Speed Internet
+: Caller ID on TV
+: Best HD channel selection.

-: Outdated cable boxes and DVR's
-: Unreliable cable boxes and DVR's
-: Cable guide is lacking essential features of current technology such as:

Keyword Search
Permanent Guide Filtering
Manual Recording

-: Stupid independent contractors for new installs. (Only Signature Home uses top techs for new installs.) Only certified Brighthouse Networks techs should do both repairs and installs.

-: Level one customer service is caring in my division most of the time, but is not competent or trained to handle questions about most of the technology.

0: Remote DVR Manager is so much better than the boxes for searching. But it goes in the variation category, because when it works it works well, but there are many times when it doesn't work, you can't log in, or it freezes.

0: Inconsistency across Brighthouse Networks divisions for customer service courtesy, tech promptness, and knowledge of equipment. Some reps are awesome, others are awful.

0: How much training does the average Brighthouse Networks Independent Contractor have? The average in-house tech? A level 1 CSR? What steps can be taken to improve communication in areas that are lacking?

Satch

The average in house tech's education can vary quite greatly. Bright house offers as much training as you could possibly handle including in house training and college level training. The minimum is about 2 months of in house training which includes classroom, hands on and field training before they get on there own.

Techs are promoted by completing a series of college level classes and in house classes for each position moved up (tech 1, 2, 3, 4 etc..) which motivates some of us to do better. Obviously each promotion comes with a raise which is the motivator!

Thanks Tim,

So is everyone, such as the techs and Customer Service Reps on this level 1-4 pont system? Is it true that if you call BHN and talk to a rep, that you will ONLY get a level 1-2 rep unless you ask for a supervisor?

My understanding is that the supervisor must be at level 3 or above with all training and field work experience completed to work at that level.

Satch

tim tim tim

join:2010-08-14
Lutz, FL
kudos:2

What I said only applies to field techs. I have no idea what the people on the phones go through with training. All service techs are on the 1-4 point deal, after that you move to system tech 1, 2, 3 but those are typically maintenance guys in the bucket trucks although you dont theoretically have to be in a bucket truck to have promoted to "system tech" as far as I know.


evoxllx

join:2007-06-07
Winter Park, FL
reply to Satch

Not sure I'd classify anything as "good" seeing how all of this "good" stuff is how a paid service should be.

I've certainly had my share of negatives however...

- lots of downtime in my area generally lasting at least 6 hours at a time sometimes even longer 12+ hours.
- techs in this area are incompetent the one who came to "install" my lightning service didn't even know what bridge mode was and was on the phone with tech support trying to get it set for over an hour.

I've also frequently been left without service after bhn comes to work on any house even remotely close to mine.
- don't allow customer owned modems for lightning service and force buggy/overheating/oversized wireless modems on their customers and usually don't even provide the login information to them.

I'm sure I could think of more but whatever...



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

Satch I'll have a rather lengthy reply later today as you raise several good points. In the meantime what region are you in just so I have a better picture of things...
--
"I can’t give you a surefire formula for success, but I can give you a formula for failure: try to please everybody all the time."
~ Herbert Bayard Swope


tim tim tim

join:2010-08-14
Lutz, FL
kudos:2
reply to evoxllx

said by evoxllx:

Not sure I'd classify anything as "good" seeing how all of this "good" stuff is how a paid service should be.

I've certainly had my share of negatives however...

- lots of downtime in my area generally lasting at least 6 hours at a time sometimes even longer 12+ hours.
- techs in this area are incompetent the one who came to "install" my lightning service didn't even know what bridge mode was and was on the phone with tech support trying to get it set for over an hour.

I've also frequently been left without service after bhn comes to work on any house even remotely close to mine.
- don't allow customer owned modems for lightning service and force buggy/overheating/oversized wireless modems on their customers and usually don't even provide the login information to them.

I'm sure I could think of more but whatever...

your right about the paid service to an extent. Its what is expected but in this industry where getting what you pay for is the whole battle and if you were to switch to one of the competitors in your area, you would be fighting the same (usually worse) battle therefore I think it deserves a little praise.


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

said by evoxllx:

Not sure I'd classify anything as "good" seeing how all of this "good" stuff is how a paid service should be.

I've certainly had my share of negatives however...

- lots of downtime in my area generally lasting at least 6 hours at a time sometimes even longer 12+ hours.
- techs in this area are incompetent the one who came to "install" my lightning service didn't even know what bridge mode was and was on the phone with tech support trying to get it set for over an hour.

I've also frequently been left without service after bhn comes to work on any house even remotely close to mine.
- don't allow customer owned modems for lightning service and force buggy/overheating/oversized wireless modems on their customers and usually don't even provide the login information to them.

I'm sure I could think of more but whatever...

At the time you had your Lightning install the product was brand spanking new to your region Evo if memory serves me right. I think you can give them a pass on the bridge mode thing...in the grand scheme of things thats not that big of an issue and it's not common even today (meaning bridge mode).
--
"I can’t give you a surefire formula for success, but I can give you a formula for failure: try to please everybody all the time."
~ Herbert Bayard Swope

tim tim tim

join:2010-08-14
Lutz, FL
kudos:2

I have only had to put one modem in bridge since they came out. Its definitely not common


evoxllx

join:2007-06-07
Winter Park, FL

1 edit
reply to tim tim tim

said by tim tim tim:

your right about the paid service to an extent. Its what is expected but in this industry where getting what you pay for is the whole battle and if you were to switch to one of the competitors in your area, you would be fighting the same (usually worse) battle therefore I think it deserves a little praise.

Even if I were to compare them to the only other competition in this area which is centurylink back when I used it they went by embarq then I'd say they'd lose to them based on my experiences.

I've never had any outages with embarq was always able to get my advertised 10/896 and they included a free wireless AND non-wireless dsl modem not just to use but to keep.

So not only did they provide both choices free but they allow you to use your own modem if desired bhn doesn't when it comes to lightning and certainly didn't match their reliability either.

I also had much lower latency when using embarq to virtually every location even some that went over similar routes as bhn.

If I had to name downsides it would be that they still only do 10/896 in my area and their sales/support is not 24/7 but seeing how I've never had to call them even once not a big deal on the last one especially since I don't really consider bhn 24/7 either since they rarely even answer their phone when I call about issues that or I'm waiting on hold for 1 hour+.

Also, forgot to add another detail when I first signed up with embarq I did all of it online and they mailed out the modems which is great because bhn just likes to waste time by scheduling tech visits for unnecessary things and like to use words like "install" and "setup fee" when it comes to things as simple as bringing a modem to your house.

They need to learn that time is money and I don't really like having to wait for a tech to show up taking 1+ hour just to "install" a modem.

Satch

join:2009-11-25
reply to BHNtechXpert

said by BHNtechXpert:

Satch I'll have a rather lengthy reply later today as you raise several good points. In the meantime what region are you in just so I have a better picture of things...

I am actually in a TWC region of Wisconsin, but for years have also studied the Brighthouse Networks issues as well because of friends in the Florida area. (around and near Orlando) so that is the area that I am most interested in. I needed a Brighthouse Forum to help them So that would be the region that I would most likely choose to continue to learn about.

People may ask, well, why not just post on a TWC forum? I do, in fact several TWC boards, but that won't help my friends in the Florida area with Brighthouse Networks. This forum allows me to do that, and study any differences between TWC and Brighthouse Networks.

Satch


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

said by Satch:

said by BHNtechXpert:

Satch I'll have a rather lengthy reply later today as you raise several good points. In the meantime what region are you in just so I have a better picture of things...

I am actually in a TWC region of Wisconsin, but for years have also studied the Brighthouse Networks issues as well because of friends in the Florida area. (around and near Orlando) so that is the area that I am most interested in. I needed a Brighthouse Forum to help them So that would be the region that I would most likely choose to continue to learn about.

People may ask, well, why not just post on a TWC forum? I do, in fact several TWC boards, but that won't help my friends in the Florida area with Brighthouse Networks. This forum allows me to do that, and study any differences between TWC and Brighthouse Networks.

Satch

Okay so you aren't even a customer and therefore haven't actually experienced personally the points you bring up...gotcha.

I do however find it puzzling that you would draw your conclusions based on a pseudo analytic combination of facts derived from information you have on TWC and BHN. You do realize they are entirely two different companies and while they do share some common interests related to programming and SOME aspects of technology beyond that there is no connection...right?
--
"I can’t give you a surefire formula for success, but I can give you a formula for failure: try to please everybody all the time."
~ Herbert Bayard Swope

evoxllx

join:2007-06-07
Winter Park, FL

said by BHNtechXpert:

said by Satch:

said by BHNtechXpert:

Satch I'll have a rather lengthy reply later today as you raise several good points. In the meantime what region are you in just so I have a better picture of things...

I am actually in a TWC region of Wisconsin, but for years have also studied the Brighthouse Networks issues as well because of friends in the Florida area. (around and near Orlando) so that is the area that I am most interested in. I needed a Brighthouse Forum to help them So that would be the region that I would most likely choose to continue to learn about.

People may ask, well, why not just post on a TWC forum? I do, in fact several TWC boards, but that won't help my friends in the Florida area with Brighthouse Networks. This forum allows me to do that, and study any differences between TWC and Brighthouse Networks.

Satch

Okay so you aren't even a customer and therefore haven't actually experienced personally the points you bring up...gotcha.

I do however find it puzzling that you would draw your conclusions based on a pseudo analytic combination of facts derived from information you have on TWC and BHN. You do realize they are entirely two different companies and while they do share some common interests related to programming and SOME aspects of technology beyond that there is no connection...right?

I could see how one would be easily confused given the fact that BHN basically has no network of their own and uses road runner entirely.

Also, the fact that when you call BHN for internet support they address themselves as road runner which is a division of TWC...


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

said by evoxllx:

I could see how one would be easily confused given the fact that BHN basically has no network of their own and uses road runner entirely.

Also, the fact that when you call BHN for internet support they address themselves as road runner which is a division of TWC...

Statement #1 - Not true...not even close to being accurate.

Statement #2 - Also not true. When you call in for things other than network related things your call is essentially flagged as a possible software or PC issue. Those calls are routed to RR National support. It is the ONLY time you will speak with those people. They are NOT BHN employees but are in fact the Roadrunner National Helpdesk.
--
"I can’t give you a surefire formula for success, but I can give you a formula for failure: try to please everybody all the time."
~ Herbert Bayard Swope

Satch

join:2009-11-25

said by BHNtechXpert:

said by evoxllx:

I could see how one would be easily confused given the fact that BHN basically has no network of their own and uses road runner entirely.

Also, the fact that when you call BHN for Internet support they address themselves as road runner which is a division of TWC...

Statement #1 - Not true...not even close to being accurate.

Statement #2 - Also not true. When you call in for things other than network related things your call is essentially flagged as a possible software or PC issue. Those calls are routed to RR National support. It is the ONLY time you will speak with those people. They are NOT BHN employees but are in fact the Roadrunner National Helpdesk.

My assumption may be wrong. But people have asked me, "Is Brighthouse Networks connected to TWC" and because they use the same type of boxes and Navigator software guide. I say, "Well, Brighthouse Networks is kind of TWC's sister company." There are differences and similarities I mean, because they use the same guide, which is The Navigator, there has to be some association there?" If not, could Brighthouse Networks create their own program guide? This is because Navigator is an in-house project of TWC?

And than it is interesting to see how Brighthouse Networks piggybacks off of TWC's deals. Even their "Roll Over or Get Tough Programs" and stance about not carrying the NFL Network at this time are identical.

Maybe I should not be posting in the Brighthouse Forums as a TWC customer because I had NO intension of creating confusion for current Brighthouse Customers. I would be happy to help and also learn the differences between the two companies. I could also try to assist what TWC is doing because I have some friends who are close to corporate sources and I might be able to assist in what might be coming out to BHN off of TWC information.

Just want to make sure that is cool with everyone and please accept my apologies for any confusion! Yes, BHN and TWC are two different companies.

Satch


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

said by Satch:

said by BHNtechXpert:

said by evoxllx:

I could see how one would be easily confused given the fact that BHN basically has no network of their own and uses road runner entirely.

Also, the fact that when you call BHN for Internet support they address themselves as road runner which is a division of TWC...

Statement #1 - Not true...not even close to being accurate.

Statement #2 - Also not true. When you call in for things other than network related things your call is essentially flagged as a possible software or PC issue. Those calls are routed to RR National support. It is the ONLY time you will speak with those people. They are NOT BHN employees but are in fact the Roadrunner National Helpdesk.

My assumption may be wrong. But people have asked me, "Is Brighthouse Networks connected to TWC" and because they use the same type of boxes and Navigator software guide. I say, "Well, Brighthouse Networks is kind of TWC's sister company." There are differences and similarities I mean, because they use the same guide, which is The Navigator, there has to be some association there?" If not, could Brighthouse Networks create their own program guide? This is because Navigator is an in-house project of TWC?

And than it is interesting to see how Brighthouse Networks piggybacks off of TWC's deals. Even their "Roll Over or Get Tough Programs" and stance about not carrying the NFL Network at this time are identical.

Maybe I should not be posting in the Brighthouse Forums as a TWC customer because I had NO intension of creating confusion for current Brighthouse Customers. I would be happy to help and also learn the differences between the two companies. I could also try to assist what TWC is doing because I have some friends who are close to corporate sources and I might be able to assist in what might be coming out to BHN off of TWC information.

Just want to make sure that is cool with everyone and please accept my apologies for any confusion! Yes, BHN and TWC are two different companies.

Satch

As for BHN being connected to TWC the answer is simple...nothing more than two providers who mutually benefit from working closely together on some products/projects and who have a very strong business to business relationship.

Does BHN use SOME TWC technology? Yes!

Does BHN work closely with TWC with regards to programming? Yes! (buying power is in the numbers, the two providers combined as it applies to programming contracts this..that and the other thing gives BHN the benefit of buying power of a company much larger than it currently is. This is a win for the company and a win for their customer.

As for their NFL Network stance I fully support it and had the other providers grown some balls and said not just no but hell no to the NFL that network wouldn't be here today and everyone would be enjoying free NFL football instead of paying for it. Had the consumer actually been less selfish and done the same thing at the same time it would have helped immensely but we have a large percentage of the population who have been bitten by the narcissism bug and the thought of doing something for the collective good is something they have no ability to grasp.

Worse yet most live life one data snippet to another and had they bothered to digest the entire story about this fight they would know that the NFL was banking that fans would ignore the real facts only concerned with their almighty football....very sad! Had everyone stood their ground to begin with everyone would have their football and probably a lot more by now. So I applaud all the providers who have told the NFL to take a hike...they are doing the right thing. If the current NFL Network negotiations fail again it won't be for TWC/BHN's lack of trying...but the NFL is simply out for a cash grab...a cash grab that neither provider wants to have anything to do with.

As for you posting here I see no issues with it and I doubt anyone else does as well. My only concern is that you realize that TWC and BHN are very different organizations and that on the surface many things may be similar to TWC that isn't always the case so be very careful when you share technical advice because while that advice may be outstanding and spot on for TWC it may not actually apply to BHN.
--
"I can’t give you a surefire formula for success, but I can give you a formula for failure: try to please everybody all the time."
~ Herbert Bayard Swope


East Ops

@rr.com
reply to evoxllx

said by evoxllx:

Also, forgot to add another detail when I first signed up with embarq I did all of it online and they mailed out the modems which is great because bhn just likes to waste time by scheduling tech visits for unnecessary things and like to use words like "install" and "setup fee" when it comes to things as simple as bringing a modem to your house.

They need to learn that time is money and I don't really like having to wait for a tech to show up taking 1+ hour just to "install" a modem.

The reason for an "install" and it's fees are to do the things a typical homeowner cannot - installing a dedicated line if one is not present, testing forward and return signals and making the proper adjustments, using the proper materials and tools to reduce or eliminate ingress/egress (not the junk from Wal Mart or Radio Shack) and generally to do the things to reduce a future trouble call. Even with a customers best efforts and honest intentions we still roll out to a majority of "self installs". We have the tools to see what you cant, and with ingress and egress being such a burden on our system now (which a homeowner has no knowledge of), an installation visit is almost always needed.

And as far as "time is money", I'm set back that someone would complain about a one hour visit from a technician to properly install your modem. Most companies that deliver products (Sears, Rooms to Go, Best Buy) give you a date and four to six hour window for arrival and if anything is needed in addition to your delivery, your charged in addition to the delivery fee. In this world of "I need it right now and my time is money", I believe BH goes above and beyond to give the customer as close to that as possible - all without having to sign a contract.

..... And BTW, how much faster would it be waiting for a modem to arrive in the mail and having to install it yourself vs setting up an appointment with BH and having a technician arrive within two days (sometimes the same day) and do it for you - properly, plus saving yourself some more time in the future not having to schedule a service call?

botld92z9

join:2006-07-14
Winter Springs, FL
kudos:1

said by East Ops:

..... And BTW, how much faster would it be waiting for a modem to arrive in the mail and having to install it yourself vs setting up an appointment with BH and having a technician arrive within two days (sometimes the same day) and do it for you - properly, plus saving yourself some more time in the future not having to schedule a service call?

and unless things have changed, you used to be able to go to the BH office Monday-Saturday and pick up a self install kit for anything other than D3/Lightning modem and install it yourself...


bigjer2011

@dhs.gov
reply to Satch

I like BHN except that I feel like the ugly stepchild living in Indianapolis. It's like we get table scraps when they are done feeding Florida.


willzzz

join:2007-05-23
SE MI
reply to Satch

You know what I really want in MI!?

And maybe do this with your TWC network affiliate.

TV Anywhere via login, I would actually watch MORE TV.

I have more access to internet+laptop but not tv (travel) and other things.

If I had access to pooled subscription content anywhere via existing login (tied with back-end cable tv subscription) streamed for security that would be great!


cancy12

join:2011-08-25
reply to Satch

you can see that Bright House Networks also provide the services for us to share experience as well as other things with the company. IT is good for us.



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

1 edit
reply to willzzz

said by willzzz:

You know what I really want in MI!?

And maybe do this with your TWC network affiliate.

TV Anywhere via login, I would actually watch MORE TV.

I have more access to internet+laptop but not tv (travel) and other things.

If I had access to pooled subscription content anywhere via existing login (tied with back-end cable tv subscription) streamed for security that would be great!

Remember what I said a long time ago about fall always seems to bring new and fun things? There are some real neat things in your future that I can tell you. In the meantime add this to the suggestion thread so you get counted easily.

I do have another suggestion for you. Have you considered a slingbox?

(UPDATE)
Just a heads up though on SB. They have mixed reviews these days. Apparently quality issues and service/support issues haunt Sling Media. I don't know about you but sometimes you can have the neatest product in the world but if your support sucks then the product suck so with that said maybe SB is an alternative left only for the true geeks in us all where support isn't normally an issue.
--
~From time to time my posts may contain information derived from publicly available sources. If you ever have any question as to the source please feel free to ask and I will provide them to you.~