just when i was accepting the mediocre service provided by brighthouse as the best they can do, it gets worse... the internet went out tonight suddenly and i rebooted the modem three times to no avail, so i called brighthouse from the phone associated with my account and the automated screening program asked if i was calling from the phone number associated with my account and i said yes and was asked why i am calling and said "internet tech support" and was told i was being connected to road runner tech support and waited for a representative... after coming on the voice said "welcome to brighthouse" and i was asked for the phone number associated with my account, again... i gave the csr my number, repeated it, and explained that i am calling for internet tech support because the internet connection went down about an hour ago and i rebooted the modem properly three times before calling and there was still no connection and the ready lights were blinking...
after a few minutes i was asked for the address and my name... after a few more minutes i was asked for the mac number on the back of the modem and i told the csr tech support representative i could not read it... after a few more minutes i was asked for the account number, which i did not have with me because i pay electronically automatically each month and do not look at paper bills or go online to their site... after a few minutes i was asked for my phone number again as if i was never asked in the first place... the csr then told me to look on the back of the modem and find the coaxial cable "which is a thick round black cable that screws into...." and i cut her off reminding her that i already told her that i already tried rebooting the modem three times before calling and informed her that i know how to reboot a modem as i do it at least weekly... a few more minutes went by and i was asked for my name and address again as if i was never asked in the first place... a few more minutes and i was asked for my account number again, which i again said i did not have... a few more minutes and i was asked for the mac number on the back of the modem once again, and i responded that i could not read it, once again... after a few more minutes i was asked for the telephone number associated with the account for the third time as if i never gave it...
it was then i asked to speak to the csr's supervisor...
after almost ten minutes the same csr comes on the phone as if she was someone else and asks me to give her the mac number on the back of the modem... i told her that i asked to speak with her supervisor and she said "ok"...
about five minutes later someone identifying herself as a supervisor came on the line and i explained why i asked for her, especially the ten minute wait and attempt to fool me, and she said she would look up my account... about five minutes later brighthouse hung up on me... i looked up at the modem and it was working... apparently the "supervisor" was able to locate my account and send a signal boost within five minutes after the csr gave me a runaround for more than a half hour...
i don't call that "friend"... i don't call that "service"... i call that being lied to, manipulated, and disrespected by an incompetent csr who should not be working customer service or tech support and disrespected by a supervisor with poor customer service skills... just what i've come to expect from brighthouse...
hello friend, right...
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