BrightHouse Cable Disconnects Your Service After Too Many "Unsubstantiated Complaints"

Reader Jeffrey used to be a customer of Bright House cable. Not anymore. The company disconnected his cable today for “unsubstantiated complaints.” For 15 months, Jeffrey had been trying to get Bright House to fix whatever was wrong with his internet connection. At first they were apologetic, but when tech after tech couldn’t figure out what was wrong, things got tense.

Finally, after about 50 attempts, they just gave up. First they sent him a legal letter, alleging that his complaints are unsubstantiated and that he was hosting a commercial website, to which he responded with his own letter. Then, magically, for the past month or so, his internet has worked fine. He doesn’t want to cancel. Finally, today, the cable company arrived at Jeff’s house with a police escort and disconnected his cable:

Update 02-01-08 – Well, holy crap. They just came and disconnected my cable. They sent a uniformed officer from the Altamonte Springs PD with them. It’s unbelievable. I never threatened them. Not once. I was never violent, what did they think I’d do? I hope they paid for the protection, because it was unwarranted by all imagination.

Jeffrey says:

I’m a BrightHouse cable customer in the Orlando, FL area. After 15 months of trying to solve random Internet drop outs, they have given up and told me go away. However, until a few weeks ago, they never denied my supposedly “unsubstantiated” claims. They even credited us $500 and I have a chain of e-mails from their local division supervisor readily admitting the problem. Though in November they started getting very confrontational and frustrated. 45 days later, the letter from their lawyers came..

I’m going to roll over and die. It’s simply not worth it — if a cable monopoly wants to strong arm a little guy with a legitimate problem, so be it.. I figured I have nothing else to lose, so I posted the letter and my final rebuttal.

The ironic thing is, December 23rd, the connection has been stable. Did they fix it just after deciding I wasn’t worth it anymore?

Here’s the letter Jeffrey’s roommate got from BrightHouse’s lawyer:
http://consumermediallc.files.wordpress.com/2008/02/brighthousesaysgoodbye-thumb.jpg?w=463&h=603

And his rebuttal:

On New Years Eve 2007, my roommate Rodney received an official letter from Frank Kruppenbacher, PA – an attorney for BrightHouse networks. Attached is the letter we received and below is our rebuttal. “Unsubstantiated claims” — BrightHouse has acknowledged in many e-mails and phone calls that there was indeed a problem with my connection. It was so bad that when a technician looked up my statistics, his first and only comment was a gasp and then “wow” — and this was only a few weeks ago. They even went so far as to issue a credit for many hundreds of dollars, acknowledging the service was poor. When is the last time you’ve seen a company grant a credit or refund when a clients claims were so baseless? If we had ever thought in the last 15 months that BrightHouse would suddenly start denying a problem they spent the better part of a year fixing, we would have kept much better records. It’s a lesson learned on our part, but a chain of e-mails and a daily visit from a friendly technician who sat out in his truck on the coldest and warmest mornings verifying the problem was upstream is hardly an unsubstantiated claim. Mr. Kruppenbacher suggests there were ten visits to our home, there were no less than fifty! And they did so why? To appease techno-hypochondriac? No. They did so because they saw an alarming random drop out on their network that they knew to be abnormal and substandard. Mr. Kruppenbacher is twisting my roommate’s words. Though we don’t deny Rodney stated to the BrightHouse attorney that he was ‘satisfied’ with the service, Mr. Kruppenbacher’s letter does not acknowledge that Rodney uses the service for a few minutes a day and only in the evening hours. The evening time has always provided a more stable connection than during regular business hours. My other roommate who works for a local phone company has seen and verified the problem we’re experiencing. As someone who pays one third of the cable bill, he is not satisfied nor does he believe BrightHouse handling this situation fairly. Regarding the claim that we were running a “commercial website” from my account. This may get a little technical, but it is the only way it can be explained. The hostname of ‘jeff.iddings.us’ was setup as a dynamic DNS entry (meaning it would update every time my RoadRunner IP address changed). Though I did have port 80 (http://) open on that connection, it was NEVER hosting a site, nor was it commercial. It simply redirected anyone who tried to visit jeff.iddings.us to heliosj.iddings.us — my personal site, hosted with LayeredTech.com. At no time have I hosted content from our RR/BrightHouse cable connection, not personally or commercial. When the BrightHouse attorney mentioned the web hosting activity on December 13th, I immediately ceased forwarding that address and I have no idea why this is even a relevant matter.

And finally —the accusation that we denied access to our router and other equipment. This charge is halftrue. After the first year of plugging my laptop directly into the modem at the technician’s request and verifying the problem was not inside my home, I began denying access to my equipment. It seemed like a wild goose chase and until they started grasping at straws in mid November, I was assured by the field technician who had been informally assigned to my problem that the problem was categorically not in my home and he would never have to come back in my home to bother me again. If they again want to peruse this route, they can do so, but it’s a heck of a reversal from just a month or so ago. We want to keep BrightHouse’s service, we feel as if in most cases they provide a quality product. This neighborhood/street must be an exception. We’d like a chance to calmly and rationally document the problem so it can be presented to upper management at BrightHouse so they can see my claims and the claims of others are not ‘unsubstantiated’ just because a divisional supervisor cannot find/fix a problem. Again, thanks for listening to our problem.

Wow.

Comments

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  1. Bellor says:

    Wow. I’m having the exact same problem with Comcast right now. My internet is completely screwed and they just can’t manage to find whats going wrong with it. I guess its only a matter of time before they do the same thing to me.

  2. B says:

    I hope there’s some other cable company in town you can switch to.

  3. selectman says:

    This may not be applicable, but I had an extremely difficult problem with my DSL connection a few years ago that I spent hours upon hours debugging. Ultimately, it turned out to be caused by my moronic ISP (Cavalier Telephone) double booking my static IP. So, if you happen to have a static IP, make sure they aren’t doing that to you too.

  4. cpadinii says:

    sounds like it is time to swich to satalite and naked dsl

  5. Jeff says:

    I’m the guy they talk about in this article.

    The only DSL available is a fraction of the speed… and I’ve ordered a dish, but I’ll miss the SuperBowl, as DTV gave me an install date of Feb 10th.

  6. jaydez says:

    I had a problem with my Cox randomly dropping (i know, that sounds funny). They eventually determined it was a defecive Motorola Surfoard Modem that the wireless was interfearing with. They said the older ones (model 6020.. i think) weren’t properly insulated and they upgraded me to a new one and it worked fine after that.

    hope this helps.

  7. rbb says:

    Go directly to the local government that granted them a monopoly and file a complaint. The only way to get their attention is to threaten their monopoly.

  8. headon says:

    They were right to cancel this dudes cable he sounds like a pain in the neck

  9. Laffy Daffy says:

    We had big problems with Internet and HD signal for months (with Comcast). Tech after tech came in to do this or that; some told me it was my cable (not shielded well enough), others said it was my computer, my router, my power supply, my OS, etc. It turned out that someone sheared a cable underground when they rebuilt the road leading into our subdivision, which was about a quarter-mile away. Comcast stepped up and eventually gave us a $400 credit.

  10. PinkBox says:

    I had a similar problem as well that took three weeks to fix. They kept wanting to test inside my home, even though before they had admitted the problem was an outside line and other people in my neighborhood were reporting the same problems.

    But of course every time I called they made me do the same song and dance to test my equipment.

    I finally saw them outside replacing the line, and my connection has worked fine ever since.

    Why it took them three weeks of my complaining daily to fix the problem is beyond me.

  11. smitty1123 says:

    15 months? Good lord. I’m still stunned that people put up with this crap for so long. Granted, I’m the kind of guy who would rather do without than get something half-assed, but shesh…

  12. DMDDallas says:

    @headon: So cable companies should cancel people’s service instead of providing what they’re legally obligated to provide?

  13. IrisMR says:

    @headon: Their service was a pain in the neck. What did you expect the guy to do? Just pay for a mediocre internet?

  14. DMDDallas says:

    The police escort is the most hilarious part. You can tell some hysterical pencil-pusher freaked out at the idea that some customer actually demanded the company do their job and got the idea that because of this, that person must be insane and a threat.

  15. m4ximusprim3 says:

    @headon: You work for a consumer advocacy group, don’t you?

  16. Buran says:

    @rbb: And the state AG, and consider filing one with your police chief too.

  17. headon says:

    I’m not saying any of that. I’m just saying the guy sounds like a pain in the ass that’s all. He’s not happy with brighthouse they’re not happy with him. Now he’ll he get other service and both go away happy. Badda boom badda bing. Next case please.

  18. DMDDallas says:

    @headon: He is not happy because they’re not doing their job. BrightHouse responded with a temper tantrum instead of getting to the bottom of the problem.

    If demanding minimum standards of service is a ‘pain in the ass’, maybe its time for the local franchise commission to pull BrightHouse’s license and let some other cable company that is only slightly less incompetent take over!

  19. DashTheHand says:

    Had the EXACT same problem with Comcast a year ago. It took 20 service calls, a new line laid from the street to my house, and accusations that “old tv’s in the neighborhood were causing feedback in the cable lines” before it was finally diagnosed that it was actually a problem with their ancient cable splitter box out on the street.

    The reason it took so long for them to actually believe that it was the problem was that I was the ONLY person in a 2 block radius using high speed internet via Comcast and that “they hadn’t received any other complaints regarding service from my area.”

  20. renilyn says:

    @Bellor: EECB… I did it, and though they are still working on the problem a month later, THEY ARE WORKING ON THE PROBLEM… and its tons better!

  21. LorneReams says:

    Because they are not a fully private entity, they may actually not be able to legally cancel your service in this manner. I would contact the local service commission and see what rules they have in place. I know that in my city, they treat cable like a utility and it cannot be canceled as long as the bill is paid. If they do, they can lose their exclusive contract with the city.

  22. babaki says:

    dude, i checked your website. you are streaming a live scanner. thats against the terms of the cable service. you loose, good day sir.

  23. macinjosh says:

    @headon: I’d like you apply my fist directly to your forehead.

  24. matt says:

    Whenever I have trouble with Mediacom, I always take the router out of the living room and hide it. They always want to pin the problem to the router. It’s exactly as you said it – a wild goose chase. They want so dearly to not have to admit fault that they throw in this ‘reasonable doubt’ as to what the problem is, so you spend at least a little time and money trading out all your parts. Then by that time, you have to work with someone else!

  25. macinjosh says:

    @babaki: He said that the site is hosted somewhere else.

  26. AD8BC says:

    I had a fantastic problem with Comcrap last year…

    My internet stopped. It just stopped cold. Analog and digital cable TV worked fine. My Surfboard just wouldn’t connect.

    Numerous phone calls and web chats to Comcast support ensued. They could see my modem but it wouldn’t connect. They advised me to get a new modem. Since mine was about 5 years old I figured what the hell.. so I took the new modem home, hooked it up, and called Comcast to re-provision.

    Same thing. They could see it but not connect to it.

    Frustrated, I called my friend Tom who is their head head-end technician. He was able to easily find out what happened—a signal leak was detected at my residence and the internet was blocked. He had it “temporarily” restored and told me to contact Comcast to have a tech come out and find the leak.

    But when I called Comcast they wouldn’t send out a tech because “it was now working perfectly”.

    I moved a few months later… so I don’t know what came out of it. I do know that when I called Comcast again to get a credit for the three weeks I was out, I got an earful for calling my friend to fix the problem instead of “customer support”. She stopped when I offered to email her pages of online chat transcripts with “customer support” telling me nothing was wrong except for “maintenance in the area”

  27. babaki says:

    @macinjosh: yeah, the site is hosted somewhere else, but the scanner is streaming from his home. it doesn’t where the web page is coming from, the streaming media he has is coming from his cable connection. go on his website and check it out. he even explains that his scanners are down for some unknown cable connection reason and links it to this post.

  28. jtheletter says:

    @babaki: Hey genius, you’re redirected to [heliosj.iddings.us] which is NOT being hosted on his home connection. You LOSE, good day, sir.

  29. babaki says:

    ok. ok. ok. ok.. do you think the scanner is sitting layeredtech.com with a wire to their hosting servers? no. its sitting at his house, connected to his PC streaming media. i don’t know how better to explain this to you. the scanner comes from his house. not the air. the physical scanner is streaming directly from his connection. check his site if you don’t believe me. he even explains it, clear as day, right there.

  30. kilrathi says:

    They refunded money to you, correct? That means you have legal standing. They acknowledged that the problem was on their end, and not on yours. This also establishes that your claims were neither baseless nor unsubstantiated. You have legal recourse. Have fun in small claims court. Squeeze them for every filthy, crust-covered penny.

  31. LionelEHutz says:

    headon should be renamed headupazz

  32. bigdave914 says:

    Brighthouse sucks, they refuse to troubleshoot anything over the phone anymore regardless of the issue. I had to get a new TivoHD so all that needed to be done was the cablecard host ID needed to be updated, they refused and sent out a technician to come into my house, call back to brighthouse and read the numbers off my TV screen. If I had a choice I would switch but DirecTV in the summer when it rains daily here in Orlando sucks as well…..

  33. rjhiggins says:

    Check headon’s various comments on Consumerist. He has yet to make a single constructive one — just likes to be an ass.

  34. evilinkblot says:

    They have a lawyer who’s obviously clueless, yea sue them to see what kind of settlement they offer.

  35. I hate to say this (because the armed police response is a little extreme), but since Brighthouse is spending a lot of time on our “victim” and even giving him $500 in credit, our “victim” is a very expensive customer for them to maintain. If a customer becomes a hassle to the point of no longer being profitable, why should a company keep them? If the company were burning your money, left and right, and you felt you were paying a lot more than the service warranted, wouldn’t you work to drop the contract? Why should the supply side of a business be different from the demand side.

    Bottom line: Police escort was wrong, dropping lil Jeffey was probably the right business move. And really, BrightCove (and everyone else) is out to make money.

  36. Jeff says:

    @PotKettleBlack: And I’d agree with you, but they made constant promises that the problem would be resolved to ‘stick with them’. I did… and now this is how they treat me.

  37. STrRedWolf says:

    …apply directly to the forehead.

  38. Rawkus says:

    I just don’t understand why he wouldn’t let them have access to his own equipment regardless of what he thought they wanted to do so for. It would just raise suspicion, and i would just assume that something fishy was going on in terms of the router. I would also assume that having that redirected website (which technically it is) is something that is against their policy. So you violated two company policies, and were disgruntle, and why does this article just not say exactly what the problem with your service is. It just eludes to something about upload speed not to par. If i ran the company i would drop you too.

  39. LorneReams says:

    @PotKettleBlack:
    BrightCove has a deal with the local municipality to use infrastructure in exchange for selling their services. You are correct that dropping expensive customers is a business decision, but there are some caveats when the government is giving you a monopoly on the lines. Imagine an electric company dropping you because you complain about brownouts.

  40. bornconsumer says:

    I have had the same issues with Craplevision. Every time in rains, my service gets worse and drops. Since I have a bundle with phone, internet, and cable, I never know whats gonna drop off. Over 10 visits to my house before they acknowledged that its probably the line buried in the street. Did they did up the line and replace it? No, they continue to tell me its the wiring in my house, even though their meter at the box in the street shows low input. Every time they show up, they need to check the signal in the house and the box across the street. The techs all tell me its the buried cable, but because I’m the only one complaining, it ain’t gonna be dug up. Every time they came by, they wanted to check in the house. I finally told them to F+++ Off. I couldn’t wait for their “fix”, so I purchased a $90 booster and placed in on my line. Now I don’t lose any signals.

  41. nursetim says:

    @PotKettleBlack:
    If Brighthouse would fix the problem the first time, he wouldn’t have any reason to call. This reminds me of the story last summer about Sprint canceling customers who called excessively. Same thing; fix the problem the first time and they go away.

  42. medic78 says:

    Reminds me of my problems with Charter. My Internet connection and cable TV went out EVERY time it rained. After repeated calls, they gave up and said it must be my fault. I didn’t believe it, so I went out to the apartment cable box. The line from the street to the cable box was LAYING ACROSS THE GRASS IN PUDDLES, with lawnmower marks all over it.

    After calling the techs again, I was told this is impossible, and that it was still my fault. I then sent pictures of the line and the box. They said I faked them, and told me it was still my fault.

    Needless to say, I or my family and friends haven’t done business with Charter since.

  43. FLConsumer says:

    Forget all of that — Call up Orlando/Altamonte Springs’ Franchise department. After all, it’s the city who granted BrightHouse (owned by Time Warner, BTW) permission to be the monopoly in the area.

    I’m not sure if a cable co actually is legally allowed to refuse to serve a customer whose account is not in default due to their franchise agreement with the city.

  44. Jeff says:

    @FLConsumer: There’s almost zero regulation of the cable industry in Florida. The public service commission considers them a ‘deregulated’ industry. My local city and county franchise have no conditions, so it’s nothing more than a business license.

    The only recourse I seem to have is the Department of Agriculture (Consumer Affairs Division) and they can only act as a mediator, they have no power.

    -Jeff (the guy mentioned in this article)

  45. nox says:

    Having a dynamic service and even redirecting can be considered hosting, If you didn’t think so either you would have not ceased doing it. When I had problems with my DSL line like that and everytime they wanted to start off in my house if I were to tell them the problem isn’t in my house and deny them access they would have packed up and left. I had about 30 calls over a year with my DSL once cable became available I switched.

  46. Jeff says:

    @nox: I ceased doing it because I didn’t need that cluttering up the grander point. And when is the last time you heard of someone losing their Internet connection for ‘hosting’ a site without at least some warning? It was filler in his letter, at best.

    I had offered to purchase the business class service in March 2007 and I was told to wait until they had finally resolved my signal problems.

  47. StevieD says:

    Saturation

    Saturation

    Saturation

    Keep that phrase in mind when you call your broadband provider regarding a variable poor service problem.

    The providers continue to sell service. As the providers really don’t have a clue as to the predictive volume of usage by any individual user, the provider will continue to sell service until usage reaches 100%. At that point selling of service is suppose to be suspended until the service equipment is upgraded.

    Voice of experience. I had really solid 3mps DLS during business hours up to about 3PM, at which time speed would suddenly drop and by 4PM I was getting less than 125K. Poor speed would remain until about 9PM at which time the speed would increase and by 11PM I would be back up to 3mps service.

    Can’t figure out what was happening? Kiddies coming home from school and getting on the net. My local service was “saturated”.

    Of course my provider blamed me, my computers yada yada ….. until I could demonstrate the time intervals which had problems and the field techs could document the saturation problem at the same time during the day.

    I got 6 months free service out of my provider. Personally I would have liked an appology for arguing with me, but alas the best I could get was 6 months free service.

  48. AT203 says:

    Jeffrey should contact the local cable franchise board or whomever (I learned about this position from the Consumerist).

    Then, I would contact, probably the mayor’s office or the police chief and make sure that tax dollars weren’t used for the unnecessary police escort.

  49. Smashville says:

    @babaki: Did you miss the part where the police came and disconnected his service? How, then, do you propose he is using this disconnected service to stream to the internet?

  50. MYarms says:

    Holy crap I’ve been having the same problem with RR/Brighthouse ever since I’ve had a cable modem in my house. I’ve also called customer service MANY times with what appears to be the same exact problem. I live in the Daytona Beach area, I hope they don’t send the cops out and cut my cable too.

  51. ShadowFalls says:

    What kind of incompetent contractors are they hiring? I had an issue such as that, it was found that it was the issue of the cable line coming in, they dropped a new cable and it was working fine.

    Come on Brighthouse, you need to make this right and compensate him for your trouble. Don’t put yourself in with the category of Comcast and Time Warner.

  52. Beld says:

    This reminds me of my experiences with Earthlink DSL. While the techs later admitted that my line should never have even been created for distance reasons, they had no problem initially taking my money. After my support calls kept rolling in for the line that dropped at least five times every day, they decided to call the line “technically not feasible”. The supervisor explained that this meant they would refuse any future service calls.
    Needless to say that same day I played the local cable company and DirecTV against each other for a far better deal. It hasn’t been perfect since switching to Adelphia/TW, but, it was certainly better.

    My advice, switch and move on. You got some credit, an interesting anecdote to tell, and their business has been thoroughly smashed on Consumerist. What more could you ask for?

  53. Covaluxx says:

    ….something is missing.

  54. Covaluxx says:

    ive had many dealings with the Orlando PD. Be it having a road closed to move a crane or whatnot. This doesnt sound like something that they would do for nothing.

  55. swalve says:

    I’d bet ANYTHING this guy is a scammer who calls and asks for a credit every time he has a dropped packet. No service provider drops a profitable customer.

  56. Alger says:

    @headon: I knew somebody would chime in pretty quickly to blame the victim. It only took eight posts this time.

  57. lovelygirl says:

    After about 50 tries?? WTF?! can we get this guy a # for the BBB???

  58. Jeff says:

    @swalve: I had been a TimeWarner then BrightHouse customer for 7 years prior to this. Not once did I ask for a refund or ‘scam’ anyone. If you read, the problem was far more serious than dropping a packet. But there’s no reason to let facts get in the way of your posts.

  59. FLConsumer says:

    @Jeff: I knew the public service commission here would be useless (they seem to be a puppet of the utilities), but I’d be very surprised for them not to have some sort of franchise agreement with the city. After all, there’s probably a line item on your bill called “Local Communications Tax” — that goes to whatever agency was responsible for allowing BH to operate in your area.

    On the 2nd page of my BH bill (in the smallest print on the page), it reads with very poor capitalization and grammar: “(If You Have Questions About Your Statement OR Service. Call Bright House Networks At (813) 684-6400.) City Of Tampa Office Of Cable Communications (813) 274-8217 Community ID # xxxxxxx)”

    Maybe there’s something on your bill that’s similar? Even if there isn’t, it might be worth it to call up the City of Tampa office and see what they know. They might have some useful info. If that fails, I can probably dig up the right people to talk to from Lee County (Ft. Myers, FL) in the similar gov’t office.

  60. Jeff says:

    @FLConsumer: Yes, my bill has a similar statement. And I spoke with them. They were very nice, but completely useless. :) I was bluntly told that the franchise licenses issued by then were a license to conduct business. And in 2009, the local franchises in Florida are going away completely in favor of a state-wide rubber stamp. Supposedly in an effort to “foster robust competition”. Yeah, right…

    Thanks for your advice though! I do feel like I exhausted my options at this point. We’re probably stuck with DSL and a satellite dish. The only other recourse we have is to sue, and that’s just something I’m not going to invest my time in. Nor am I sure I have a case. By all accounts, they have every legal right to do this — even if it is really poor customer service.

  61. @rbb: And what the fuck do you think that is going to do? Comcast holds an extreme monopoly out here in Baltimore County. The local government, BBB, Public Works Commission, etc. have received as many complaints about Comcast as the Florida Bar receives about John Bruce Thompson, Atty. (That’s alot, for those who don’t read Kotaku or GamePolitics). How much do you think it has changed their practices? I’ll give you a hint, it’s somewhere between none and none.

  62. gingerCE says:

    Hmm–if you have to call 50 times in 15 months because of service problems–I think they did this guy a favor by dumping him. Jeff should’ve left this cable service already.

  63. gingerCE says:

    I don’t understand why Jeff wants to keep the service (just read entire post). The service sounds abnormally bad. When I made the switch to DSL, about once a month, I’d get disconnected–each time the fix was done over the phone. After a couple months I learned to fix the problem on my own (unplug, then replug router). It’s a simple fix but I have already looked at switching dsl providers.

    If I had my dsl go out on average 3 times a month and each time have to wait for a service tech to come out and fix the problem, I would’ve left months ago.

    Jeff, be thankful they are ending this relationship. They do not deserve your money and you deserve better.

  64. antisocial says:

    Most problems with cable are due to poorly installed connectors, connectors without weather bushings that allow water to get inside, old splitters, or old/damaged cable – in that order. If those conditions pass inspecton, as a cable tech, I would have then tried a computer I am sure functions properly. If that didn’t work, I would have swapped the modem for a new one. If that didn’t work, I would have replaced the cable and splitters in the house leading up to the modem and the drop cable leading into the house just for the sake of argument. Then, if the problem still existed, I would have determined it to be a network problem and referred it to them. – I don’t know why that would take 50 visits. It could realistically be done within a few hours…

  65. ShadowFalls says:

    @antisocial:

    That is pretty much what I was saying when I questioned the competence of these contractors Brighthouse seems to be getting. Though issues like that can be easily localized.

  66. Jeff says:

    They replaced every wire, splitter, and connector in my house. They would disconnect my house from the tap (where all the neighbors are served from) and STILL see the drop outs. The technical supervisor confided in to a sales rep I had been working with that it was a ‘system problem on their network’.

    And again, the stupidest thing about this is, THEY FIXED THE PROBLEM! Prior to my disconnect, I had not a single problem since December 23rd.

  67. mjgolds says:

    I had a similar problem which took my ISP 8 months to fix even after I told them the exact problem and where it was located (*I used to work for a phone company) I got it fixed by contacting consumer affairs, turns out i was right when they activated my service they didnt plug the line in properly so every time it rained it shorted.

    End result $50 call out fee for them to fix (*I didnt pay) but you can add on the 8 months of CS reps they ahd to pay to deal with me and the techs thatwere continually running line checks from their office.

  68. TrinityLast says:

    If you have a smart-phone with an unlimited data plan, you can use your phone as your modem.

    If you’d rather not deal with the cable companies, this is actually pretty good way to go. When I travel, rather than use third-party wireless, I just turn on my windows-mobile phone and use it as my modem…it’s actually a fairly fast connection. There are also several ways to hook it up to a router, if you wanted to get a phone specifically for this, using the line as a dedicated connection.

    Cut out the annoying middle-men once and for all, and all that jazz.

  69. ritpkg says:

    Help.
    I am at the beginning of the same type of problem jeff started with. My connection dies every day around 11 and comes back around 3.

    CS hell to call into brighthouse and talk to the indians in order to get to a level 2 tech who confirms that yes my connection is dead.
    info for e-mail bomb?
    direct phone #’s at home office?
    name of a good lawyer?

    I too live in the orlando area.