Bright House Cable Problems

[Count'n the days]

Is anyone else having problems with their Bright House cable? We also can't reach them by our land line or cell phone to report it. Wondering if it's wide spread.

[keithwand]

Yes.
Says downloading app.
Been on hold for an hour.
They are just as bad as Comcast.

[Janet & Carl]

Yes. We are in Sanibel and also have the same problem. You can report the problem via email which is working. We and someone I know has already done so.

Carl

[Count'n the days]

Thanks. I had tried communicating with them thru their chat system, but it was also down. Thank goodness our internet is working.

[cquick]

yup, same thing with me.....we have regular cable tv on the non-cable box tv's......but nothing with the DVR's.....looks like it's a company wide problem. Can't contact them by phone or live chat....they are probably overwhelmed by the calls. SO FRUSTRATING!:cus:

[Sunshine Mary]

No Trouble here our is working fine today

[Newbeginnings]

I talked to Paul Muniz the sales rep. they had a software update problem downloading last night so the cable is down, he said it should be up before noon or sooner.

[cquick]

Ha!
no cable tv yet

[Down Sized]

Is anyone else having problems with their Bright House cable? We also can't reach them by our land line or cell phone to report it. Wondering if it's wide spread.

So. Bright House really doesn't walk on water like every one thought last summer. They are vulnerable like all the others. Direct TV is working fine.

[Robdianek]

It appears it was a system wide issue...we too could not access via phone or the internet...problem was resolved midday.

[aussiemom]

Brighthouse is not as great as everyone says. We don't have Brighthouse here, but did prior to moving here. Constant problems and they will not answer phones when there are problems.........they taketheir phones off line and you are left with busy signal. You can't leave messages with Brighthouse and if you do get through expect a minimum of 1/2 hour wait. Better have a cell phone if you have Brighthouse. We have Comcast here and haven't had many problems but at least if you do have to call them, if they can't answer right away, you push a button for a call back and you don't lose your place in line. They have always called back rather promptly. Better than sitting on hold forever like with Brighthouse.

[Brighthouse Cable Paul]

Is anyone else having problems with their Bright House cable? We also can't reach them by our land line or cell phone to report it. Wondering if it's wide spread.

Yes, we had a software update go through last night and for whatever reason the update did not take like it was supposed to and knocked many boxes offline. We had engineers from our team as well as engineers from Cisco and Samsung working vigorously to solve the problem. It took much longer than we would have liked, but all said and done the TVs affected were down roughly half a day. This is the first time in the 3 years I have been with the company that I have ever seen an issue like this. Nothing is perfect, but I would but our services up dollar for dollar against anything else out there.

As far as the phones...... There were several hundred thousand boxes that may have been affected by this update. As you can imagine when we are not expecting something like this and all 100,000+ try to call and report issues, it tends to wreak havoc on our phone system. There was however a bulletin posted on our website explaining both issues and how we were working to resolve the problem. I myself probably returned 115 calls and emails for my customers. Do any of these other providers have a personalized contact you can call to receive help????? Just something to think about.

To all affected, I sincerely apologize. I know how inconvenient it can be. The boxes in my own home were affected and trust me, my 8 month old was not happy to miss Disney JR. This is something that has never happened before and hopefully never happens again. However, one 1/2 day hiccup in the year in and half we've been in The Villages is not too bad. Again, we'd like no problems ever, but last I checked, no one is perfect.

Thanks to all that called and were understanding during this catastrophe. I appreciate all the continued support. :)

[tag460]

I have had no issues with Bright House, very pleased so far.

[Lpierleo]

Paul, we are very pleased with our Brighthouse products and the Customer Service we have received. Software updates can be difficult. Appreciate all you do.

Thank you.

[baustgen]

Unplug the cable box for 10 seconds then plug it back in. Wait for it to reload and when the clock comes back on you are ready to go. Worked for me last night about 6pm

[2 Oldcrabs]

We were affected by the problem. Took the cable connection out of the DVR and installed direct to the TV. Changed Input setting to "cable" and was able watch the 99 channels that comes without a DVR. Took about 5 min. When we rented for 4 months waiting for our house to be built, we had Comcast. Lost the TV signal and Internet about 6 times in 4 months. This is the first time in a year we had a small problem. It worked out GREAT for me. The wife could not watch HGTV!:22yikes:

[asianthree]

It's the villages ther is plenty of things to do its warm, couple of hours without TV is not a big deal for us...paying my Hugh Comcast bill for very little service is

[Count'n the days]

I appreciate the explanation from Paul and the fact that he interacted with those calling or emailing him directly. I didn't think of doing that, but was very satisfied when someone posted on TOTV the information he had given them. It would have been helpful if they had just posted something on the website about the outage or put a recorded message for those calling in. I think there was probably as much frustration of not being able to get through and not knowing what was going on as not having service. Also, a quick post on TOTV early on with the details would have gotten the information to lots of folks!

[cquick]

It took much longer than we would have liked, but all said and done the TVs affected were down roughly half a day.


My DVR's were down for almost 24 hours. We took the cable from the wall and ran it directly to the televisions.

I just wish that there had been something on the Brighthouse Website or an email to customers telling us what was going on.

[Roaddog53]

Unplug the cable box for 10 seconds then plug it back in. Wait for it to reload and when the clock comes back on you are ready to go. Worked for me last night about 6pm

Yep! Same thing I did. Was used to doing that with Comcast and Charter when north and figured would work here too! I did. Unplugged the box, waited 30 seconds, plugged it back in, it went through its diagnostic startup, all was fine.

The only issue I have is the DVR seems to be freezing or pixelates for a short time sometimes on playback, but not worth the hassle of calling. They already replaced the box once.

[A-4 Skyhawk]

It doesn't matter what business you are in, communications is important to success. When you take peoples phones, internet, and TV away from them it's almost as bad as having your smart phone crap out. PANIC !! Might I suggest loading everyones cell into your system and sending out mass text messages to your customers so they can keep up with what's happening. That would have solved 90% of the "problem".

[aussiemom]

It doesn't matter what business you are in, communications is important to success. When you take peoples phones, internet, and TV away from them it's almost as bad as having your smart phone crap out. PANIC !! Might I suggest loading everyones cell into your system and sending out mass text messages to your customers so they can keep up with what's happening. That would have solved 90% of the "problem".

Had Cox Cable when living out West and both them and our electric company had a system that when you lost or had problems with either of them and called, you could be directed immediately to a recording that would let you know of any problem, the areas affected, and anticipated repair time. Sometimes, even the exact problem was listed. If any of the info didn't relate to you, you could then be directed to a live rep. It sure beat wondering what the heck was going on. Was really a great system and both companies had great customer service. Too bad more companies weren't like these 2. Of course, customer service is not a high priority of most companies anymore.