• Report: #361061

Complaint Review: Brighthouse Networks

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  • Submitted: Sat, August 09, 2008
  • Updated: Wed, February 18, 2009

  • Reported By:Tampa Florida
Brighthouse Networks
4145 S. Falkenburg RD Riverview, Florida U.S.A.
  • Phone: 813-684-6400
  • Web:
  • Category: Cable TV

Brighthouse Networks HD, HD DVR, Digital TV service Macro blocking, cannot repair for over 1 year, not issueing credits, ripoff Riverview Florida

*Consumer Comment: This is happening in Orlando too, it's not just you!

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On or about Aprial 15, 2007, I decided to add digital TV service through Brighthouse networks Tampabay and ordered HD DVR & HD service with the digital pakage. a few days later as we were watching TV the picture started breaking up & freezing to where can't see the picture or understand whats going on (what techs call Macro blocking) I then notified customer service about the problem and they made an appointment for tech to come out.

Since then I have had countless techs come out and cannot seem to fix the problem. My wife & I have lost time off work to wait for these techs to come out for they do not make appointments for a certain time of the day but, a 4 hour window to where the customer has to wait at the home for the tech within that 4 hour window.
Every month I call in to customer service to request credit on my bill due to service not working properly, they inform me that I would have to call in every time this Macro blocking happens. I explained that if I did that, I would be on the phone every day and several times a day and I had better things to do then be on the phone with them all the time, and that if they cannot fix the problem, they should at least give me a continueing credit on my bill but, they did not want to hear that. they just make another appointment for another tech to come out. this has been going on for over 16 months now.

I have filed a complaint with the FCC and the BBB and as of this date I have not heard from either of them about my case.

Yesturday I mailed a letter to Robert Miron, Chairman & CEO of brighthouse networks LLC to see if he wants the oppertinuty to reslove this matter before we seek legal advise. We are paying over $80.00 a month for a service that does not seem to work for our home. what good is a HD DVR & service when you want to record a football game or a movie and you get home to watch it only to find in the middle of the program, the picture freezes up? we would have changed providers if there was anthor provider that services our community unfortunately brighthouse has the monopoly in our community.
we are tired of paying our hard earned money for something that does'nt work. and loosing money & time off work waiting for techs that don't know how to fix the problem. I have made digital recordings of the above discribed problems as proof to back up my claim.

Lee
Tampa, Florida
U.S.A.

This report was posted on Ripoff Report on 08/09/2008 09:28 AM and is a permanent record located here: http://www.ripoffreport.com/r/Brighthouse-Networks/Riverview-Florida-33578/Brighthouse-Networks-HD-HD-DVR-Digital-TV-service-Macro-blocking-cannot-repair-for-over-361061. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

This is happening in Orlando too, it's not just you!

AUTHOR: Gabe - (U.S.A.)

It's mid February in 2009 and we have terrible macroblocking on our high HD channels, like foodHD and discoveryHD, at night. It's literally at least once a sentence that the sound and picture macroblock, nearly every night. I've actually had to set my DVR to record my favorite shows on these channels on their SD counterpart. Why am I paying the extra $10 a month for the HD DVR and an extra $20 for the HD programming if I can't use it? Speaking of the DVR, it's the worst DVR, I'll even go as far as the worst piece of electronic gadgetry I've ever used since the "update" in late 2008. I love the new "feature" where the box freezes a picture on the screen and won't even respond to the power button, or how about how you prioritize your recordings, or lack thereof? I'll be going back to TiVo soon.

I've changed the cable box out 4 times and had a tech out 3 times in the last six months to try to fix the macroblocking problems. Every time they switch out all of the connections and many of the cables but the problem is never fixed.

I'm about to call them to come out again. What else can I do? Like the other writer said, they're the only people in my community for TV. I can't even get all the local channels with an antenna. From the research I've done the complaints about macroblocking are due to Bright House's overcompression of their MPEG-2's, that's what the HD programming is compressed into, so they can save bandwidth. Thanks a lot.

If they won't give me a credit, I'll at least cost them some money on the problem by wasting their tech's time. Without complaints they'll just think it's fine to send a low quality signal. If you're having this problem, even just once in a while, you have to let them know!
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