Bay area Bright House customers complain of email issues - WFLA News Channel 8

Bay area Bright House customers complain of email issues

Posted: Updated:
Steve Lefcourt of Tampa is one of the affected customers Steve Lefcourt of Tampa is one of the affected customers

Some Bright House customers have been dealing with a Road Runner email outage for more than a week.

Around 1.5 million customers are affected nationwide.

“I can't imagine anybody giving you problems like this for a whole week and not telling you what's wrong,” said Pat Seel, a Bright House customer in St. Petersburg.

Seel says her Road Runner email trouble began a week ago. Most emails don't come in, and she can't send out anything.

She is also fed up with the answers she's getting from Bright House.

“I have never seen worse customer service since I don't know when,” Seel told us. “The customer service is nil.”

Across the bay in Tampa, Steve Lefcourt has the same problem. He called customer service.

“We were told ‘couple of hours, it'll be squared away, try it this afternoon. You'll be all set’,” said Lefcourt.

That’s not what happened, Lefcourt says.

“I was told it was probably an Apple problem, and that I should contact Apple,” he said.

Wrong again. Finally, the company admitted this email outage is nationwide.

Lefcourt asked for a refund to make up for the hassle.

“The girl said, ‘well, let's negotiate’. And I couldn't believe that,” said Lefcourt.

Lefcourt asked for $170, a month's worth of service. He claims he was told: “we can’t give you a month's credit, Mr. Lefcourt, but can offer you 20 dollars and 88 cents.”

Joe Durkin from Bright House told 8 On Your Side that the Road Runner outage has lasted three days, and that emails are not lost.

He said engineers are trying to fix the problem.

As for refunds? They will be determined on a case-by-case basis, Durkin says.

Lefcourt will take his $20.88.

“I've never heard of any major technology company being out of service for a week,” he said.

Pat Seel isn’t looking for a credit.

“I just want it fixed. I really do. I don't care about the money,” she said.

Bright House spokesman Durkin said email is a free service.

However, here's an 8 On Your Side tip: call their customer service, be firm, and demand a credit due to the outage. You are likely to get it.

Many people depend on email to run their business, so this is more than an inconvenience: it's costing them money.

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