Brighthouse Networks of Central Florida Horrible Communication Company Sanford, Florida

We had service with Brighthouse Networks for several years, and during the past couple years, their service went in the toilet, as they continued to raise our rates (this was after Time Warner sold the company).  First, there were the continuous outages of internet and phone.  We called, and they sent technicians, but as soon as the techicians left, the same problems would resurface.  They changed out all of our equipment, the wires leading to the house, the amplifiers and splitters, and still this problem persisted for nearly a year.  In addition, the digital cable picture was often pixelated and the sound garbled, and they changed out the cable boxes which made absolutely no difference to the quality. 

We had no less than 10 service calls during this time, for which someone had to be here at the house, costing us time and money, and merely adding to our frustration. We were told, each and every time, that the problem was not in the lines, but something in our house: they blamed the modem, our inside connections and even our TVs, and never once admitted that the problem was on their end.  On one occasion, we had called to cancel a service appointment we had made, and they still showed up.  And every time we called for service, and gave them a specific phone number at which we were to be contacted, they never once called the number we gave them - they usually called the landline, which was part of the problem about which we were calling. 

Our service tickets were "escalted" many times, and still nothing changed, and they eventually offered us a "deal" for all our troubles: they added some channels to our lineup, including a slew of sports channels no one in the household was interested in watching, and Showtime/The Movie Channel, which are the bottom of the barrel when it comes to movie channels, and dropped the price by about $25, but this price was only good for one year. But the problems with their services persisted...until AT&T service was made available in our neighborhood, at which point all of these problems miraculously disappeared.

When we were told our cost for their services would be $10 more per month (following the first year's expiration of the "special deal" for all our trouble), I called them and asked for a price on their service if we disconnected the phone, since we had cell phones and little need for a landline. The price quoted to me was actually MORE than we were already paying, and not much less than we had been paying before the discount!  On May 18, we had AT&T service connected, and called to have our service with Brighthouse disconnected. 

At this time, we were told that all services were disconnected, and that we need only return the equipment, which they considerately (or so we thought) offered to pick up from our house.  We were also told that we would have access to all email addresses through Road Runner for 30 days.  The pick up day was scheduled for May 29, but we had something else come up, so we took the equipment back to their local office ourselves on May 28, and explained that we had a scheduled appointment for them to pick the equipment up and that it should be cancelled.

On May 29, I received a call from a rep telling me that I had an appointment, that the technician was at my house, and asking why no one was there.  I explained, and the woman argued with me, furthermore telling me that they needed access to disconnect our service.  When I told her that our service had already been disconnected, she argued with me some more.  This went on for 10 minutes, and she finally stopped arguing once I'd explained that no one told us any more access was needed in order to disconnect anything. Still not certain what they did at the house, since we were not home at the time: the splitter device attached to the back of the house had been returned along with the other equipment, and I am not aware of any other equipment they might have needed to collect.

As for our 30 days of email, that lasted a little more than a week.  When I called to ask why we did not have access to our email for 30 days, as I had been told when calling to have the service disconnected initially, I was told that "it varies...sometimes it can be immediate, and sometimes it takes awhile."

This is supposed to be a communications company, but their communication ability - with regard to their internal communications and their communication with their subscribers - leaves much to be desired.  And now, as AT&T is setting up service in various neighborhoods, Brighthouse is going around in those same neighborhoods and trying to get folks to sign contracts. BEWARE SERVICE WITH BRIGHTHOUSE NETWORKS!