Bright House Networks Customer Service Issues

On Friday, August 31st, while attempting to make a payment, I encountered an error on both the website and the app. Subsequently, I received three payment confirmation emails and noticed three charges of $98.94 each on my wife's bank account. Following my communication with BH to address this matter, I was instructed to wait 3-5 business days. Due to the holiday on Monday, it extended the resolution time to almost 4 days. On Tuesday, September 5th, a call reassured me that the refund was processed, requiring 24 hours to reflect in my account. Finally, the refund appeared the following Saturday; however, only one of the $98.94 charges was refunded. After contacting BH again and explaining the situation, they claimed the bank could only retrieve one charge for refund, despite debiting all the amounts. Upon contacting the bank, they verified that BH indeed charged the amounts but could not release them until BH issued the refunds. This has resulted in late fees for bills, depleted funds for essentials like gas, milk, and diapers. Despite the ongoing errors on the website, support representatives have been dismissive. As a resolution is urgent, I urge for prompt rectification of this situation.

About 2 months ago, we had our Arris modem/access point replaced with the Arris TM-[redacted] and a separate Wireless RAC2V1S Sagecom unit. Since then, we have been experiencing timing out issues with sending SMTP email from our domain on multiple computers using different email clients. One computer runs the latest version of Thunderbird, while the other uses Outlook [redacted]. When trying to send emails, the SMTP servers time out before connecting. We've attempted using IMAP and secure server settings, as well as standard POP3/SMTP settings with adjusted ports. After sending a message, the system delays for about a minute before either timing out or eventually sending the email. Even after a timeout, resending the message repeats the cycle of potential success or failure. Interestingly, using Gmail's SMTP servers with the same clients works without issues. It's essential to mention that this is not related to Brighthouse or Spectrum email accounts, but email accounts hosted on our domain, which previously functioned correctly before the modem/router/access point replacement. I wonder if Spectrum/Brighthouse might be blocking certain ports causing this problem. Why would a modem/router change trigger this issue? I'm considering trying another modem/access point to see if that resolves the problem. Any recommendations on how to address this ongoing problem would be greatly appreciated.

I have been a customer for 9 years, and on Thursday, September 6th, I was appalled by the way I was treated at the Slough branch. There was no manager on site, leading to confusion among the staff and a long wait for service. Despite being a regular customer awaiting delivery, I had to wait for clearance that took 1 hour and 20 minutes, only to be told I couldn't purchase what I came in for. This experience was a significant disappointment, given my loyalty and timely payments. I am now paying off my current balance and will not be making any further purchases due to this poor treatment. It's unfortunate that such service could drive customers to avoid payments. Thank you, Susan Y.