Brighthouse Networks

I just moved into this «old» house and had my internet hooked up immediately and everything was working fine until last night. For absolutely no reason my internet quit working. I call support, tried resetting it, nothing worked. Rep told to take the modem to the 31^st street location to swap it out for another one. At 8:30 this morning I show up there with my modem just to be told they don’t have wireless modems in the office, a technician will have to come out. The first available appointment wasn’t until Monday morning ¼/​16 between 8 – 8:30, so I took it. The rep at the office suggested I call and speak with a supervisor to see if they could send a tech sooner. So, I did this, was on the phone for about 30 minutes, 15 of those minutes on hold. They were able to schedule a technician for this morning between 9 – 12. He showed up at 10:00ish and fixed the problem. For that I am very happy, that’s why I’ve given them 3 stars.
Now, the reason my internet went out last night is because the previous owners requested a disconnect of their service and the date on that disconnect was after the day I had the service connected in my name. So, a technician came out yesterday and disconnected my service in error. I saw the guy pull up out back, in an unmarked vehicle, saw him get out his ladder and do something to the pole, had no idea who he was or what he was doing. But all he had to do was take the time to ask if anyone lived at that house and make a call to the office to confirm before he disconnected.
Backing up a bit, this disconnect never should have made it to the field since I had already had the service connected in my name. Why doesn’t Broighthouse cross reference connects and disconnects by address? I am totally and completely baffled at how this company runs their business. Their computer system is missing several links that would prevent this from happening. Also, whenever I call Brighthouse for whatever reason, the rep is never able to locate my current account. They’re able to find my previous three accounts with no problem. I believe they need to spend some time and money on their computer systems.

Worst customer service. Right hand knows not what the left is doing. Techs generally are competent but work orders are not accurate. Too many incidents to even begin to say how bad this company is. I wish Verizon offered hi-​speed IP in my area but they do not.

As all other reviewers have stated, customer service is horrible. Expect to wait nearly an hour for a customer service rep that has no idea what he/​she is doing. I couldn’t wait to switch to Direct TV to cancel my cable with Brighthouse. Unfortunately I still have to use them for internet. Nearly $ 80 a month gets me highspeed internet. What that means is internet that has speeds barely above your high school AOL account and requires you to constantly reset your modem. Can’t wait to cancel this company for once and for all.

Brighthouse bill increased again!
Now they add on a Regional Sports Network Fee and a Broadcast TV Fee (aka bullshit fees) and say they can’t remove them.
I barely watch tv and it’s ridiculous that we have to pay this much.

Worst company ever. I had them for several years, and had no problem, apparently because I never needed any customer service. Then I tried to switch to a DVR and a faster modem. I made an appointment on a Saturday, waited until 4pm, when they finally called and said the tech wasn’t coming. So I wasted half my weekend, and no one ever showed up to do the work.
A few weeks later, I stupidly gave them another chance. I had another contractor coming to the house, anyway, so I made an appointment with BH too. They swore it wouldn’t happen again. This time, no one bothered to call until 8pm to tell me that he (obviously) wasn’t coming. Two full days wasted, for nothing.
The next day I called their competitor (rhymes with «why nose»), and made an appointment for the following day. The tech showed up on time, did the work, and was super-​nice and helpful (and they’re charging me $ 60 less per month for better service). I called BH to cancel my service, and took my equipment in to the MLK office the next day, and fortunately, got a receipt for my returns. (The girl in the office smirked at the screen when she pulled up my record, so I presume someone wrote a nasty comment in my record, too, btw. Classy.)
So today I called them to find out if I owe anything, and found out that they billed me for two more weeks, even though I didn’t *have* any equipment. So not only is their on-​the-​road staff useless, their billing team is awful, too — and disrespectful.
Who wants to bet on whether I actually get my refund check in the mail?

The junk mail included an offer from DirecTV.

Absolutely terrible service. Internet problem not solved by 1^st call, Scheduler’s system down trying to arrange second call but promised someone would arrive before 10AM next day. Should have expected that wouldn’t happen. Each time you call three transfers are involved asking the same information only to find out the ‘system’ they need to test or reschedule is down.