Let me start by saying I have a 10mb cable connection through Brighthouse (cable company in central Florida, maybe elsewhere too? I don't know).
Let me also say that I am an IT Tech by trade, certified for both PC and Networking.
The Issue: I lose connection to the internet at 2:50am and 3:10am every morning. It usually only takes a couple of minutes for it to come back on, but it's aggravating as hell.
Brighthouse Customer Support Contact
1st attempt: the representative, named L*****y, scheduled me for a on-site visit from a repair tech. Ok fine, no worries right? Wrong. She sent them to an address I have never lived at nor have ever heard of.
2nd attempt: After contacting a rep for the 2nd time, I found out about the 1st attempt problem, which for some reason no longer amuses me but I find it rather sarcastically funny that this is how big business in the States is and it's nothing new...so I chalked it up to lesson learned. The new rep , names L****e apologized for the last error, and rescheduled the appointment for next week when I was available. Ok fine. Repair guy didn't show up.
3rd Attempt: Sent yet another email to brighthouse, getting a bit pissed off at this point....never heard anything from this attempt.
4th attempt: reminded them about attempt #'s 3,2,1...got L****e again, she set up another appointment, this time the guy does show up. All he does is stand there, look at the modem, unplugs it, plugs in another one, and leaves. No testing, nothing. Now my net is slow as hell and still getting bumped off at night. The excuse I got is that is sounded like the cable modem was getting a "surge". I inform him that if it is getting a surge then it's coming in over the cable line and not the power outlet and that I have a surge protector sitting right there everything is plugged in to. He informs me that surge protectors do not protect from voltage surges. what??
5th Attempt: Got L*****y for the 2nd time (the one that screwed up the first appointment), made it ever-so-clear that I was available on Sunday at any time and on Tuesdays before 10am. What happens? I get an appointment for 6pm-8pm on MONDAY.
6th Attempt: Got L****e yet again, she can't believe what is going on, resets the appointment for Sunday, 10am-12pm...It's 12:23pm now, no show. UPDATE: My neighbors informed me that the tech did show up, but at 3pm. What am I supposed to do, sit here all day and wait? I thought that is what appointments are for.
7th Attempt: Got L*****y this time via email, tells me that I have a $20 credit on my account because of their on-time guarantee for service work, well, if that is the case, I am owed more than $20. In any case, She once again asks for my available times for a new appointment, I once again tell her sunday any time and tuesdays before 10am.
8th Attempt: Got D**n this time, they set up a monday appointment between 2p and 4pm. I AM AT WORK. How can I be home? Sent yet another email to them explaining this once again.
9th Attempt: L*****y sent an email saying I was to have a Lead Technician come to my home on Feb 20th, 2011 between 10a and 12pm (noon)...Here it is, 12:32pm and no tech. Email was sent back to Brighthouse once again outlining their on-time guarantee which can be found here:
LINK: http://support.brighthouse.com/Article/Schedule-Home-Visit-Technician-On-Time-6448
It states:
On-Time Guarantee
Bright House Networks offers an on-time guarantee that a technician will arrive within the time frame scheduled for your appointment.
If a Bright House Networks technician is late or misses a scheduled home visit because of an error by Bright House Networks, a $20 credit is issued to you upon your request.
I gave up after 10th attempt failed. Enough is enough.
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