Recently I installed a new cloud-ready Brother printer in order to print from Chromeboo...

GetHuman-mykitiak's customer service issue with Bright House Networks from January 2019

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The issue in GetHuman-mykitiak's own words
Recently I installed a new cloud-ready Brother printer in order to print from Chromebook (Linux operating system), and to print from my phone as second device, and also to make photocopies on its own. First I spent ten grueling hours to get the printer to coordinate with my Acer*Chromebook with Linux, which happens to be the original device on which Bright House WiFi connection was made using my given password. I was able to get my new printer to print from both my phone and Chromebook for a limited time only, and after a few days it timed out, and now it always jsut times out. So, next I spent six grueling hours on the phone with a Brother printer manufacturer representative who registered and trouble-shooted my printer with me, and re-registered my printer a second time on account of it having timed out previously. My printer has a clock on it which alerts you to the fact that it is either on or off-line, that corresponds to working or timed out. If the clock reads incorrect time, we know printer is disconnected from internet (WiFi only in my home) and we also call this problem timed out. Whenever I unplug printer to save electricity, the same way I often unplug Chromebook when not using it, always the printer goes off-line as a result. Eventually I will have to call Brother again to try yet one more time to properly install password and reset the clock. I am now using the same password that the Bright House agent originally in my home assigned to me for my Chromebook. I wrote it down in a notebook to save it, in order to remember it. Please recognize that an important issue for me is that I need my Brother printer to stay connected to the WiFi system reliably, independently of my Chromebook. If that means you want to give me a different password to give to Brother when I call them next time, I can accept a second password from you if you think that would help printer stay connected independently. I see on my Chromebook that neighbors of mine have printers independently registered and recognized by sight in the service box list along with all other line items for my various neighbors' computers and printers. I would like my printer listed there, independently from computer as well. There are important reasons to do this. First as we have discussed, I need the printer to quit timing out and to stay online after I unplug it (to automatically resume online after I plug it back in). Second, however, given that the Brother printer manufacturer and I already spent long and troubled hours trouble-shooting after I independently spent ten hours on the original installation of the printer connection to my computer, and we already did blame Chromebook's Linux operating system for being weak, and we already did blame Google for poor service, and we now must quit blaming Linux and Google, so in order to control for those weaknesses, I bought a new computer to work as a second laptop in my home, and the new computer uses Windows operating system instead of Linux, so it should be more reliable. While I an waiting for my new second computer to arrive, I want to express myself clearly to my Bright House WiFi provider as follows. My expectation will be that my printer be the first device recognized by the Bright House WiFi system. Whichever password you ask me to use (either the same one that I am currently using or a new one), I need the printer to be absolutely secure with its connection as independent from any and all other devices in my home. After that one correction is made, next I will call in to inform you of details of my new computer with Windows (such as its make and model *, serial number, barcode *, warranty * and the like.) The new computer on its way to my door right now will need to have a Bright House WiFi password installed, so I will ask you to let me know if you want me to use the same WiFi * and the same password for the new computer as I have on the original Chromebook. The original Chromebook will then become a definite second computer that I will seldom use with the Brother printer, but that I would like occasionally to use with the printer. My smartphone will be my third computer accessing the Brother printer by WiFi. There will be four devices altogether relying on Spectrum WiFi connection. Let's recap. First there must be the printer connection. *nd, the new Windows computer, *rd, my Chromebook in which the Bright House tech who visited my home originally installed the WiFi codes including the password, and *th my smartphone, which has already proven itself able to connect with Brother printer before it timed out the first time. I am a very diligent and meticulous person. It will take some time for me ( a few days at least) to get my new HP computer with its Windows operating system running once it arrives in the mail. After that I will telephone Bright House to notify you that I will need to connect my Bright House codes including password into the new computer. At that time, I want to confirm with you that you have my Brother printer recognized by model name and number. Eventually I will add tablet to the mix as a fifth device, but not for at least several months, and definitely not until printer is performing consistently without ever timing out. Printer was sold to me as a cloud-ready printer, I have many pages of physical evidence that my new Brother printer will print from Chromebook with its Linux operating system, as well as from my LG smartphone. Since Brother agents and I have already assessed and determined that a Windows operating system should be somewhat easier to stay connected, I will wait until I have the new computer running before I call Bright House. After that, I will call the Brother manufacturer yet one more time to run through the protocols to get the clock back up and for it to stay up. So before I call Brother again, I need to know from Bright House that you are aware of this printer and responding to it in a fully functioning way. Once the new Windows operating system is on, there will be no acceptable excuses from anyone (Brother or Bright House) regarding a printer dropping off-line. Success depends on the printer being allowed to act independently of any other devices in my home. That way I can change up and use it with any of my computer devices, whether it is with the new HP Windows computer, or with the old Acer Chromebook Linux computer, or with my LG smartphone, or with the next new device I buy for my home, which probablu will be an Apple tablet known as iPad. My cloud-ready Brother printer model is: MFC-J***DW. I will give you its serial number when I call you on the phone in the coming few days, or weeks at most. I am, yours sincerely, Kathleen Taylor. I am part of a Bradenton, FL community who all have a special deal with Spectrum for WiFi service. My billing address for WiFi is: **** *th Avenue W, Bradenton, Fl *****. Please have my name and this preliminary information recorded and reviewed and available for technician when I call in to you soon* thank you in advance for attending to this urgent matter. I really do need to use my printer. I need to get IRS forms off my printer because I can't reach the IRS during present government shut-down.
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Bright House Networks

Customer service issue
Reported by GetHuman-mykitiak
Jan 15th, 2019 - 9 mons ago
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Jan 15th 11:13pm