Brighthouse Networks failed to deliver on service, called me a liar, completely uninterested in me as a customer Internet

I am writing to express my frustration, anger and now disgust at the level of service given to me in the last 24 hours or so.

I am a brighthouse networks account holder at two homes in Florida, spending close to $4k a year for your services.

At my home in Rockledge, I have had problems with internet access all the time, and had several service calls. The service until yesterday has been great.

The last service call, (some months ago) your service agent took away my netgear router and changed for another router, without and make and model on it. At the time it was exchanged, I was ASUURED by the technician that "everything will work exactly as before" and this included my wifi, and my sons xbox 360 connection and media streaming. I was very specific with the service agent about this, and he assured me.

Since you exchanged the router, the xbox 360 in my sons bedroom has not streamed media. I have tried for hours and hours to make it work, assuming it was my mistake, because the brighthouse agent said everything would work as before. Eventually, I (at my own expense) paid for an independent computer guy to come to my home to fix it. I was told by the guy, that it was because the router Bright house had replaced, did not support streaming, it had locked ports, and he couldnt fix it. What the brighthouse agent told me when the router was exchanged, was a lie, and all the time, effort and money i spent since, was a waste of time.

Yesterday I called Brighthouse and was told by customer care "not to worry, that they could log into my router and fix it over the phone". After an hour, 15 minutes of which on hold, I was told by another guy on the phone they could not fix the problem, but they would send a technician out to swap the router. Throughout the call, your guys kept saying I have a netgear router and I told them no i dont, you took away my netgear router. Eventually, I gave them the mac address off the router, they logged into it, and said it was an Ambit router.

The point of this is I have a netgear router at my holiday home in Osceola, but everyone from the start new, after logging in, the problem was with the ambit router here in Brevard.

I scheduled a service call for between 10am and 12 noon today (Sept 9th) and took a morning off work, un paid (cost to me $100)

On the call, at least 3 or possibly more times, I confirmed my home address as 4438 reseda way, Rockledge. THIS IS A MATTER OF RECORD IF YOU RECORD THE CALLS.

At 12.15 today no one had arrived or called, so i called customer care to ask why.

They said that no appointment was scheduled. I explained the calls from yesterday, and the call back to confirm the appointment, and gave your ticket number.

Your customer care team said I had booked the appointment for my vacation home address in Osceola" which is frankly offensive and ridiculous. Why would i book a call for my vacation home? I clearly, at least 3 times gave my address, and this was confirmed at the end of the call to your customer care agent. Your roadrunner people logged into my router at my home too. I did not give you the wrong address, you simply made a mistake when booking the service call.

To not accept this, and cal me a liar, when you have the fact I gave you my address recorded on the phone call, is a disgrace.

So, no service call this morning and another fruitless hour on the phone to your customer care team.

I now have a service call at the correct address for between 3 and 5 today, so i have to now take an unpaid afternoon off work, at the cost of another $100.

So now I am $275 out of pocket... $75 for an independent to come out because you changed my router to one that doesnt work, $100 for a morning off work and $100 for an afternoon off work. Plus all the time i spent the last months trying to make a router work that cannot work, and all the time, and stress being passed from one person to another on your customer care line.

I was offered $20 credit which is offensive.

I asked to speak to a supervisor, who quite frankly couldnt have cared less on the phone and more wanted to argue with me about whose fault it was, than actually listen to my problem and understand how frustrating the poor service has been.

Your supervisor said she would "pull my calls" to confirm I did actually give the correct address, and it was your mistake, not mine to send an agent to the wrong address this morning (who didnt turn up anyway) . So they would send a new agent to the correct address this afternoon.

As a side note, the technician didnt go to Osceola anyway between 10 and 12, they called me at 12.45 to say they were on the way, whilst I was on the phone to your customer care team, and I told him he had the wrong address.

To summarise

1 - I have always had internet problems at my brevard county address

2 - Brighthouse changed a router that worked for one that didnt work at this address

3 - When you changed the router, I was absolutely assured that all services including streaming media would continue to work, which was a lie

4 - The router you left is blocked from streaming media, and it cost me $75  and countless hours to find this out

5 - I have spend over two hours on phone calls with you, initially being told it would be fixed over the phone, and then told it cant be fixed over the phone

6 - I gave, and you confirmed at least 3 times, which is a matter of record, the address for the service call was correcty given on the phone, but you made the mistake of sending someone to Osceola county

7 - The service call for Osceola in any case could not have happened until at least 1pm (outside of the 10 to 12 window) because the guy called me at 1245 to say he was "on his way"

8 - I have had to take two half days off work..Total cost $200

9 - I would not have had to take any time off work, or paid an independent contractor, if the initial service visit to swap the router had done what it said, and not LIED about the router working

10 - Your customer care people and supervisors, on this call, frankly made me feel like "dirt" and it was "my fault" and "they didnt care if I cancelled my agreement with you"

11 - You are now very likely to lose my nearly $4k a year spend in two homes, because I am going to spend this afternoon, at home, not being paid by my employer, to find an alternate service..Dish / direct / fios / att...I dont care which...

Brighthouse seem not to care about my custom, and frankly could care less about the $4k a year I spend.

Frustrated and angry.

PS I will be posting a copy of this note to as many internet sites as possible, including ripoffreport.com However, I do not really think Brighthouse cares, about my little account or my $4k a year.