Spectrum

Reviews 3

MI

Michael Trapasso

Received a past due notice for second time with very aggressive letter. See below the chat w customer service online after 19 minute attempt to get through to someone on phone. Even w proof of payment very difficult to have fee removed. Poor service!!! Live Chat Support Kathleen eCare Specialist Chat History Welcome to Bright House Networks. My name is Kathleen, how may I help you? MICHAEL: I RECEIVED A PAST DUE NOTICE FOR MY ACCOUNT. I SAT ON HOLD FOR 19MINUTES THIS MORNING AND FINALLY GAVE UP TO DISCUSS WHY I WOULD RECEIVE SUCH A NOTICE WHEN MY NAVY CREDIT UNION BILLING SVC SHOWS YOU WITH THE PAYMENT 82. MICHAEL: My account shows BH received payment 8/2. Cashed check 8/9. Kathleen: Thank you for contacting Bright House Networks Live Chat. I’ll be just a moment while I read your inquiry. Kathleen: Hello Michael thanks for taking the time to chat in. I am sorry about this. I will look into this and see what I can do for you. Kathleen: I have your phone number and name. Could you please provide me with your service address including city? Also, if the name on your account or phone number differs from what you provided, could you please provide that as well? Kathleen: Thank you. As a security measure to protect your personal information, we do require the last 4 digits of your SSN to confirm your identity. MICHAEL: Kathleen: Okay so I can see that you have a current balance of $104.98. MICHAEL: Ok. That is incorrect because my payment was on time. I would like the $6 removed and would like to know when my check was stamped received. Kathleen: I do see that this balance is still the amount owing. You received a late fee because we did not receive a payment before the next bill printed. MICHAEL: My records show you received the payment on 8/2. MICHAEL TRAPASSO: Biller Name Account Amount Pay Date Confirmation Status Brighthouse Networks $98.98 08/02/2013 Paid Kathleen: We received a payment on 08/08/13. Kathleen: I apologize, but if you are still there, please let me know. I’ll need to close this chat unless I receive a reply within the next 2 minutes. MICHAEL: Very simple, remove the fee or close my account immediately. I will not pay a late fee with no proof that you received later than what I am being told by my bank. Kathleen: One moment please... Kathleen: I apologize Michael. This is a legitimate charge. I am not sure what is going on with your bank however I can see that the payment was received on 08/08/13. The late fee is from your last months bill because you did not make a payment and then you had another bill print. MICHAEL: Please close my account. It is not a legitimate charge as you can see that I have provide proof of payment date and you have not. Kathleen: However, I can see that you have only been late once in your past, so I will wave it for you as a one time courtesy. Michael I am looking at the bill and the payment did not post until the 8th. If you paid with a check that would be the reason because they take longer to post. Kathleen: I believe that is the day that you paid, I am not doubting that. However check take longer to post. About 5 days. Kathleen: I apologize, but if you are still there, please let me know. I’ll need to close this chat unless I receive a reply within the next 2 minutes. MICHAEL: A posting of payment is your issue and not mine. I appreciate the waiver of fee but it still strikes me as bad service to penalize a customer for your accounting issues. The letter is very deragotory and threatening for someone who pays on time. I suggest you provide a direct payment method for web bill pay services so that a manual check does have to be cut.

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Chris Valen

This company is full of thieves, and morons. Ok, new customer trying to get my internet installed, they said that it could be done, a month goes by nothing, no one comes out to install it. So then I have to call back in, apparently no one was available, but they took my first payment. SO then... after requesting a supervisor, finally they send a tech out, who wasnt informed of this being a house in the back... So he brought NOTHING, to install my internet. SO I had to wait for him to jimmy rig lines together, and then he ran it off my neighbors system?? Which he didnt bother to tell me, I get asked embarrassingly by my neighbor why is there a line going from my house to yours. I had NO IDEA. SO then I call up, they said it was just to get it working and give me internet for today, and that when someone else comes back out AGAIN, they will have the line, re-run it to the pole. So 3 weeks go by, my neighbor again asks when its going to be removed, so I call up and they dont see anyone scheduled to go back out there and run the line. So then they have to schedule one.. Finally it gets run, a week later after that THEIR box goes out, so im out of internet for 3 days, ok, no big, more time for the gym. FInally a new box comes by it gets installed. the first month is almost at its end, and I call in to ask when am I going to receive my bill, I now use this internet for work, and cant have it shut off. Im told I should receive it by the thursday, ok fine. I say hey can I also set it up for paperless, and get it set to auto debit because I can worry that I miss a payment. Sure thing, it wont start until the next payment cycle at the end of the month. Perfect Thursday comes by, no bill.. I go in to get groceries, and they deny me. I say what. I check my ATM account on my ap, and its says 153.02 was debit from my account thursday??? What the hell? NO one ever said I was going to be hit for 153.02, and that it was going to post this thursday I was supposed to receive a bill, then the next cycle at THE END of the NEXT MONTH. I tried calling and al they do is give me the run around, so now I have NO money to buy groceries, no money for gas, they wont talk to me about my account because I dont have the account number you guys NEVER SENT ME A BILL YET!! They put you on hold for over and hour, with some moron, who is already pissing you off, by saying your still on hold, every min!! When I asked for a supervisor last time I got one in seconds, when I want a supervisor reference my money Im on hold for and hour!! You are a bunch of criminals, and Im going to take your company to court!! This is exactly why I record ALL my conversation because I know you criminals will someone lose the audio file of my calls and transaction history. DO NOT TRUST Bright house Networks, they will lie to you, this is a redneck inbred company, where they are all related, and will lie and cheat your. Go to another company, Comcast if you can get it, I dont know about At&T, Century-link service is horrible too.. *copy paste* Take it down Ill just paste it back up!!

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Alex Chau

First off, to be fair, they seem to try to get things right. But this appears to be the only thing they are doing right. I have been a basic internet subscriber for 5 years. I dont need the speed, I just need the reliability. There had been a lot of random internet drop outs in the past year or so and it was progressively getting worse. I had chatted, spoken with 6 or 7 of their reps. There were two visits they made also and the problem never resolved. First visit identified a cable that has packet loss. Second visit was to pull a new cable drop to replace it. I doubted it was the cause of the issue. Sure enough even before the cable tech left, speed test wouldnt finished due to drop out. I didnt border the cable tech since I know that is the only thing he does. Long story short, Im a network engineer and I have long been suspecting a newer modem (D3) should fix the issue. They had put a D2 modem from day one and it will not jump channels when there is a congestion. In other words, it only ties to one channel at a time. When that channel is congested, I had drop out. D3 binds multiple channels so if one is congested, the traffic will take other channels. Anyway, I did ask the rep few times I want a D3 modem. They said since my plan is basic and the D2 can handle it, they probably will not give me a D3. I got pissed and know it will not resolve the problem so I went to a local store and got my own D3 modem, called them up and finally got transferred to the internet team. I finally talked to someone knowledgeable and told him this is what I suspected and I am going to put in my D3 modem and the channels binding should resolve the problem. He agreed with me 100 %. After a few minutes, I was up and running and there has not been a single drop out ever since. If you subscribe to a service higher than 20 Mbps down, they will give you a D3 modem and the channel binding will prevent drop outs. Their phone and chat reps and field techs are totally incompetent. They know they have poor customer ratings so their reps can be as polite as they can be. However, the knowledge needed to solve the problem is non existence. Most they can do is to send a so call corrective signal to your modem and schedule a tech visit. Intermittent drop outs needs network analysis and researching into log files to pin point the cause of the problem. They dont have this capability, or at least at their level 1 or 2 support. If you subscribe to basic internet (17 down / 1 up) and experience random drop outs, google your modems modem number. If this is a D2 (docsis 2), then you better off go get your own D3 and have it changed out.

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