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Review by DprssdIsntFn 
member for 8.3 years, 674 visits, last login: 3 days ago
updated 49 days ago
 33815
 $80 per month "Internet and IP Phone service almost always available." "Mediocre tech service." "Decent (but pricey) service."
| Pre Sales information:
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Connection Reliability:
Tech Support:
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Value for money:
(ratings match consensus)
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We've been with Brighthouse for several years. Originally, service was limited to Internet service only. Currently we have Internet and IP phone service. Service is almost always available. i.e. outages are rare even though mid-Florida is known for it's high number of thunderstorm days (over 90 thunderstorm days/year) and number of local lightning strikes.
Recurring issue 1: Brighthouse provided DNS can be problematical. This can significantly slow down or disrupt website access. I find I need to switch DNS providers fairly often. Alternative DNS providers I use include Google {8.8.8.8 8.8.4.4} and OpenDNS {208.67.222.222}.
Recurring issue 2: Problems requiring a visit from a Brighthouse tech have yet to be resolved on the first visit.
Example - The latest problem was alleged to involve an unannounced remotely installed firmware upgrade to our cable modem. The sequence of events was:
1) Multiple calls to Brighthouse support because IP phone service stopped working. Symptoms: Phone had dialtone. All attempted calls resulted in busy signals. Calls to tech support would result in a remote reset of cable modem. After 4th such remote reset, tech was sent out.
2) First tech visit: Tech claimed signal strength on line was -53db. Claimed IP phone service cutoff was -55db. Tech removed leftover {Brighthouse installed} splitter from when we had triple play service. I never saw tech actually connect and measure anything. Implied that a drop in signal resulted in a latched fail mode. Tech did not mention remotely applied firmware update.
3) Second tech visit: Tech claimed remotely applied firmware upgrade was buggy. He further claimed he had called in and had the 'fixed' firmware upgrade remotely applied before his arrival. His tale of the buggy remotely applied firmware was believable and corresponded with service issues {Internet access reliability} I had already noticed in other areas. Once again, I observed no equipment being pulled out and attached to cable modem to confirm any of this.
4) Third tech visit: At this point, tech support was called and told unconditionally to replace the cable modem with a new one. Tech arrived and confirmed the 'buggy firmware' issue. Tech replaced old cable modem with different brand new cable modem. All phone and Internet access issues resolved.
The good - the problems were successfully resolved.
The bad - the problems took two weeks to resolve and involved multiple phone calls and multiple tech visits.
Score - mediocre at best.
Overall score - decent, usually reliable service. When problems do crop up, resolving them requires patience and constant follow up.
Comment - if there was indeed a firmware upgrade involved, then tech support already knew about the possible problem before our first phone call. If that was so, then we should have been told of the upgrade on the first call and a replacement cable modem should have been provided either through a visiting tech or by asking us to pick one up. Every call after the first one and every tech visit after the first one was wasteful of Brighthouse resources and extremely aggravating to experience.
Note - The firmware upgrade story may or may not be true. I did independently observe IP number assignment range changes at the cable modem when I was first looking into Internet service issues several weeks before the IP phone service started acting up. These IP number range changes also correlated with apparent routing changes observed with traceroute. I'm fairly confident BH/rr recently performed an equipment upgrade in our area. So a remotely applied 'buggy firmware' issue is believable.
I wouldn't have gone one so long about this example but, as noted above, no problem requiring a visit from a BH tech has ever been resolved on the first visit. For the most part, I don't consider this a 'tech' issue. Rather, I strongly suspect that BH doesn't provide enough resources to resolve everyone's problem the first time. Hence the need for repeat visits.
We've had BH provided service at this location since 2003.
Comments:
 Reviews:
 ·Clearwire Wireless
| I'm here to help... Hi there,
I work for Bright House Networks and lets see what we can do about getting those unresolved issues taken care of. Please open a thread in our new Direct Forums and I will be in contact shortly. If you have problems locating them here is the link...
» Bright House Networks Direct
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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| | Reviews:
 ·Bright House
| Re: I'm here to help... I appreciate the offer of getting 'unresolved issues taken care of'. However, we currently don't have any unresolved issues. The new cable modem resolved the IP phone service issue and the unreliable Internet service issue (site time out).
I wrote this as a review of our experiences as a long time BH customer. I didn't write this as a complaint of an on-going problem. As a review, people interested in purchasing BH service have a right to know the ups and downs of said service.
Generally speaking, the service itself is usually reliable.
However: This latest experience with getting an issue requiring a site visit for resolution has reminded us strongly of all our previous experiences with other issues requiring site visits. Every single such episode we've experienced over the years has followed the same pattern of multiple visits. If you read between the lines, you can also see that we often have no assurance of what the actual problem is.
In this latest example, I'm guessing the first and second tech visits were done as placebos and neither tech had a replacement cable modem available.
Now, whether the placebo visits are consciously done with the foreknowledge of management or done simply because the techs are looking to avoid being yelled at by customers because they're not provided with sufficient spares doesn't matter.
This is strictly a management problem pure and simple. I don't blame the techs at all. I _am_ disappointed with BH because, after all these years, I would have thought their tech management practices would have changed. They haven't.
Speaking as an ex outside Management Consultant/Business Practices Analyst, improving customer support and experiences is not rocket science.
Thank you for the offer of help, but the remaining real 'issue' needing to be addressed lies elsewhere. | |
| | Reviews:
·Clearwire Wireless
| Well then there are remaining issues as gleened from your first post  I can't work on those improvements without looking at specifics related to your post so I'm contacting you via IM. | |
| | | | | Re: I'm here to help... I am having issues with my internet. Web pages are timing out intermittently..more often timing out than allowing me to surf the web without a problem. Can u help? | |
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| | | Of course... please submit a thread in our Direct Forums and I'll get right on it. | |
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| | Crab Have been with bright house for the past year. They been good ever since, never have problem with bill ect... For the internet I signed up for 19.95. Got a bill from bright house saying that my price will go up to $35.00 every month now on for one year then again after next year it will go up higher. I found that crab to believe it. They said that someone should tell me this info when I first sign up, again that is BS. So we are done with bright house! | |
| | Reviews:
·Clearwire Wireless
| Re: Crab said by Anchalee :Have been with bright house for the past year. They been good ever since, never have problem with bill ect... For the internet I signed up for 19.95. Got a bill from bright house saying that my price will go up to $35.00 every month now on for one year then again after next year it will go up higher. I found that crab to believe it. They said that someone should tell me this info when I first sign up, again that is BS. So we are done with bright house!
Sounds like you are were on a promotional Roadrunner Lite rate which has now expired. You do have options so if you will post in our direct forums I'll be happy to take a look and see where we go from here.
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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Review by jp474
member for 11.4 years, 81 visits, last login: 49 days ago
lodged 49 days ago
- 32780
- $170 per month
 about 7 days- "Installation went well; internet download speed as advertised (40 Mbps)"
- "Nothing to speak of"
- "Excellent overall experience"
| Pre Sales information:
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(ratings match consensus)
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Had phone company ADSL; could not get email problem resolved so did not seriously consider the new and improved service. Went with full BH package of internet, phone and TV (was already TV customer). The order and install process went like clockwork; the technician arrived on time and completed the work within a couple of hours. The overall experience was quite positive and in the intervening time (a little over two weeks) there have been no problems.
Comments:
| | Glad to hear things went well... Thank your for the great review. If you ever need anything please let me know | |
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Review by billd104
member for 3.3 years, 22 visits, last login: 61 days ago
lodged 69 days ago
- 33761
- $184 per month
- "Speed, reliably & convenience"
- "Still the best deal for the money"
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Was just upgraded to RR Lightning 40/5 on Bright House Networks. Since I was a triple play subscriber already w RR turbo 20/2 & was considering Verizon FiOS triple play 35/35, BHN made me an offer that I couldn't refuse. In this era of price increases they actually offered me more for less. Free upgrade to RR Lightning and a lower total monthly cost. Can't go wrong with that. Now with BHN entering the home security market with a fully integrated system it will get even better.
Comments:
| | Brighthouse Double Billing!! Just found out today Brighthouse is double billing my account. I currently have phone service and RR 40. Brighthouse added a charge to my phone called a modem charge. I currently pay a modem charge for RR 40, now BH wants to charge for the same modem for my phone. They are DOUBLE BILLING CUSTOMERS for the same HARDWARE! Coin the phase, NICKLE AND DIME THE CUSTOMERS!!!!! | |
| | | | Re: Brighthouse Double Billing!! Same situation here, we've had Brighthouse for years and now they created a new modem charge, but there is no new modem or anything added to the service they provide. Upon calling them the response is simply "Yes, it is a new charge". I am sick and tired of them raising their prices every 3 months. It is a freaking monopoly in central florida and we are pretty much stuck to just accept it or have no internet access. I already cancelled their cable service because the frequent price increases and new fees just pissed me off. But internet there is no option. | |
| | | Reviews:
·Clearwire Wireless
| Re: Brighthouse Double Billing!! said by BHRipoff :Same situation here, we've had Brighthouse for years and now they created a new modem charge, but there is no new modem or anything added to the service they provide. Upon calling them the response is simply "Yes, it is a new charge". I am sick and tired of them raising their prices every 3 months. It is a freaking monopoly in central florida and we are pretty much stuck to just accept it or have no internet access. I already cancelled their cable service because the frequent price increases and new fees just pissed me off. But internet there is no option.
We are by no means a monopoly in CFL or any of our service regions. In each there are at least two other providers available. We also do not raise our rates every three months so if your bill is reflective of additional charges something else must be going on. I would be happy to review you billing and see if we can find a package that better suits your needs.
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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·Clearwire Wireless
| said by PISSED OFF :Just found out today Brighthouse is double billing my account. I currently have phone service and RR 40. Brighthouse added a charge to my phone called a modem charge. I currently pay a modem charge for RR 40, now BH wants to charge for the same modem for my phone. They are DOUBLE BILLING CUSTOMERS for the same HARDWARE! Coin the phase, NICKLE AND DIME THE CUSTOMERS!!!!!
The only reason you would receive two modem charges is if you have two modems on your account. Contact me via PM and I will be happy to review your bill with you and seek a better solution.
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~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~
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Review by tim tim tim
member for 1.7 years, 699 visits, last login: a few hours ago
lodged 72 days ago
- 33558
- Contract price not specified.
- about 1 days
- "Fast service, good service, Fair pricing"
- "n/a"
- "Great customer service, great product and great reliability"
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I have the 40/5 internet connection and havent ever had a moment of down time in the year that I have had it. Issues are usually corrected in a very small amount of time.
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Review by theteamaster
member for 5.9 years, 2397 visits, last login: a few hours ago
updated 74 days ago
- 93311
- $93 per month
- "Service to support calls, everything is great."
- "None"
- "No Caps. Great Service, well worth it"
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I reviewed RR instead of Bright House so that was an error on my part. The support here is awesome and I really appreciate BHN taking advantage of using social media to reach out to their customers. Everything has been going fine and dandy last year and looking forward to another year.
Although my parents still use Bright House as their cable provider, I have since moved away to LA to continue my college career. One of the most annoying topic that bugs me today are bandwidth caps. I currently have Charter with 15/3 and I busted their "100GB" cap within 7 days into the cycle. Last month I went double it and this is just living by myself with occasional random people coming in and out. I'm waiting for them to send me a letter complaining how smart they are at understanding the true cost of bandwidth these days.
I'll be reviewing Charter within the upcoming weeks, but I am happy with what Bright House provides at my household and by not implementing caps.
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Review by sambowomble
member for 2.4 years, 214 visits, last login: 2 days ago
lodged 110 days ago
- 33809
- $150 per month
- "Excellent service with little to no downtime"
- "Cost"
- "BHN is a great company but the cost is up there a little"
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I have enjoyed BHN for a long time and have everything they have to offer. I do feel their field techs need to be a little more nicer and stop walking around acting better than their customers. But overall a good service.
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Review by viper8
member for 170 days, 60 visits, last login: 68 days ago
updated 152 days ago
- Livonia,Wayne,MI
- $130 per month
- "Very reliable service, blazing fast internet connection, tons of HD channels"
- "No whole house DVR, only dual tuner DVRs available"
- "Great service at a price that they will stick to for 2 years!"
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I had Bright House for 5 years, then wanted to give AT&T UVerse a try. That was a mistake! So, I went back to trusty ole Bright House and don't plan on leaving unless they hike the prices. The cable TV is great - a lot of HD channels to choose from. The Internet service (Turbo) is very fast, I get 20+Mbit/s download consistently. Also, the 2Mbit/s upload speed is great when the need to send large files arises. One of the biggest positives about Bright House is their customer service - unlike AT&T, where when you call, you are transferred between 6-8 different people just to get any help, with Bright House usually the first person can help. If you have any hardware issues, they send someone out right away. One time I needed a new DVR box and I was able to drive a few miles down to the office and pick one up. Very convenient!
Comments:
| | Thank you We're glad to have you back Viper! If there is anything you need please let me know | |
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 Review by X Digital X
member for 174 days, 34 visits, last login: 152 days ago
updated 164 days ago
- 33713
- $90 per month
- "Good Online Tech Support"
- "Uneducated Techs that actually come to house"
- "The Bandwidth is Solid for downloading the world and want to p2p"
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The good is that there are good techs such as our local tech gary here on this forum and certain techs that come out the house, the bad is that a lot of the techs are not very knowledgable and try to pull the wool over your eyes, if they dont know exactly what is going on.
The bad there is alot of p2p on this network, which sucks... torrent people ugh... torrent ppl tend to saturate the lines.
For the price you can't beat it, you can download the world, if your into that type of stuff. Also like i said they provide good online support, and some of their techs are pretty knowledgable... they will work with you till the problem is resolved. The Latency and ping times are not as stable as some of the other networks or as equal to their basic package when I have Lightning. (but they are working on getting this fixed) so i will update this once that happens.
I have 40/5 connection, with a surfboard docsis
Comments:
| | Hate or have?? Did you mean to say "have" the 40/5 connection insead of hate? | |
| | | | Re: Hate or have?? good looking out, its suppose to be have.. | |
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Reviews:
·Clearwire Wireless
| Just to clarify... Just to clarify things there is no way for your neighbor's p2p habits to impact your experience on our network. There is ample bandiwidth for everyone and the likelyhood that collective p2p users are impacting you is little to none. The issues you have been having are directly related to the repair issue ongoing which should be resolved shortly. | |
| | Reviews:
·Bright House
·RoadRunner Cable
4 edits | Re: Just to clarify... Well seems to me since the Xbox 360 is pulling another IP from from the modem, the subnet has changed from a 255.255.248.0 to a 255.255.252.0, I dont know where it gets this IP, but its up and its stable, the only problem is that will it be on the same subnet / ip range when i wake up in the morning... Seems to me that the smaller the subnet the less of a collision domain and less hosts the game doesnt have to search through 2,042 possible hosts compared to 512 possible hosts. Only thing is this ip that is pull is not pingable...
But i am happy right now, am able to get into 10 lobbies under 50ms compared to a few days ago when i could barely find one... but was also on a larger subnet. Just hope the ip doesnt change when i power off the xbox at night :\
Do i hear a Static DHCP - Static routes for the win! :P I dont know if BHN, but if they did i greatly appreciate it, if they didnt and its just a fluke, well then we will be back to square one, or the xbox just grabbed it randomly...
But right now im considering it fixed cause my whole complaint was latency issues, ping times, and server time outs.... and havent had any of those... | |
| | | Reviews:
·Bright House
·RoadRunner Cable
4 edits | Re: Just to clarify... So after my nice discussion with our friendly gary (BHNXPERT) ive come to learn that surfboards have 2 different access, one which is basic, and probably a root/supeuser - But they will not allow you to gain access to this portion of the modem, because its in violation of their tos, but I also find it in violation of my privacy, espically if its past their DEMARC point, I believe that the customers should have full access to modem. If its in their house, they should be able to access ever part of the modem, they also state that customers can not deploy their own equipment, how do we really know what is going on behind the scenes? are we just suppose to take BHN's word for it? I was always taught to never trust no one and that trust is earned never given.. Espicially with as many techs that have came out and failed miserably now with CIQ being well known, how do we as the customers can ensure our privacy to without having full access to the modem? How can we ensure that a rootkit isnt installed on the modem?
So I have lost all faith in BHN, i have been lied to to many times from there field techs... Which probably makes people like gary look bad because when he says anything im just like yep sure... whatever... like im going to believe it... I will believe it when I see it.
Trust is earned via 2 ways in my book:
1) Via testing
2) Via Asking Questions and Getting Consistent Answers.
Going on day 6 (and still no answers):
1 1 ms 1 ms 1 ms 192.168.2.1
2 * * * Request timed out.
Tracing route to rr.com [24.28.199.168]
over a maximum of 30 hops:
0 Digital-PC [192.168.2.13]
1 192.168.2.1
2 * * *
Computing statistics for 25 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Digital-PC [192.168.2.13]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.2.1 *
Remind you this modem is suppose to be bridged. Yet i can still access it from the 192.168.0.1 .... hmm interesting... No firewall blocking anything cause I can login to it...
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"Im going to set out who I was meant to be, for all those that stand in my way, im tearing down ya'lls balcony"....
Nothing is impossible, Just Improbable.
"trust no one at first, trust is earned... never given" | |
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 Review by kdwycha
member for 9.3 years, 1981 visits, last login: a few hours ago
updated 167 days ago
- Riverview,Hillsborough,FL
- $150 per month
- about 5 days
- "Download Speed, Low Latency, Same Day Service Calls..."
- "Goes Out Often During The Day (When Working) For Hours At A Time"
- "I used to have FiOS but moved to an area that is Bright House exclusive. Guess I have no choice."
| Pre Sales information:
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When it works it works well. I have the 40/5 package and seem to get constant speed. My only issue is area wide outages usually during work hours. I work from home and end up having to call into work due to outages ranging from 20 minutes to 4 hours 2 times a month.
TV service is well...cable. It pixelates at random times and stutters just like any other cable operator.
Phone service is okay. Often when I dial a number it can take up to 10 seconds for it to actually dial. Phone service goes out when internet goes out bimonthly.
Comments:
| | Let's get this fixed... Hi there,
You should not have any downtime beyond a very rare incident. Please get with me via pm and lets see what we can do about that. | |
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Review by mickeyash
member for 174 days, 1 visits, last login: 173 days ago
lodged 173 days ago
- undisclosed location
- $135 per month
- "Great throughput and transfer rates."
- "Spotty packet loss atm."
- "Tech coming in a few days, supposed to fix my signal issues."
| Pre Sales information:
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Service has been good, customer service has been great, just having some issues with signal that are causing lag spikes in games and overall internet traffic.
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