For several months my husband would call Bright House on and off because TV channels would disappear or pixelate; they would reset the box and it worked for a while. Finally, we asked someone to come out and check the box which they did within a few days. He said we were losing signal and would need a new cable. That crew was supposed to come on Wed. Between 10-12 and someone needed to be home so the phone, TV and internet could be checked when they were done. At 1:00 I called BH telling them I had waited 3 hours and no one came. The agent apologized and said he would take $20 off our monthly bill. The appt. Was rescheduled for Friday morning, 8-10. At 10:45 I called BH and they said they would get a hold of the tech and someone would call back within 15 min. I told them if this were a business line I would be looking for another cable provider and was not at all happy that I had to wait 7 hours for someone who didn't show up. I called after a half hr. And was told the crew would be contacted and someone would call within a half hour; again no call. I was also told I did not have to be home for them to get their job done which clearly contradicted what the first tech guy said. I called once more and was told by BH that the crew had been there at 8:39 that morning which they were not. About an hour later, Kablelink called and said the crew had already been there which they had not. I told her that the communication between Kablelink and BH needed a great deal of improvement because they were contradicting each other. She assured the work had been done and the crew would not needed to knock on the door at all. Then, on Sat. Morning the cable crew shows up after I had been assured they had taken care of the problem. And he did need my help briefly to do the job since our cable runs through a PVC pipe. He did his job well with a good attitude and I have no problem with him. However, the hours I waited, the 5-6 phone calls and the run around I got were unacceptable customer service for a company like BH which prides itself on good customer service. They may have gotten the JD Powell award for customer satisfaction for phone service but for this situation, I give them a D.
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