Review by hyebba 
UPDATED: 81 days ago
member for 81 days, 2 visits, last login: 77 days 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"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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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.
Followup comments:  Chris Berry
join:2008-10-22
Orlando, FL | Service hyebba,
My name is Chris Berry and I work for Bright House. PLEASE email me so we can review your account. Christopher.Berry@mybrighthouse.com.
Thank you,
Chris | |
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