our promise - Bright House Networks

our promise - Bright House Networks
our promise
at Bright House Networks we see customers as friends. we promise…
we’ll always be there for you, ‘round the clock, and weekends too.
we’ll respect your time, and be on time, and service calls won’t cost you a penny.
we’ll deliver quality products and services, some you can’t get anywhere else, and we’ll be happy to answer
all your questions, big and small.
we’ll make sure you get what you need and like what you get, we guarantee it.
you’ll never have to sign a contract, and you’ll always have the freedom to change your service, penalty-free.
we’ll never take you for granted and we’ll help connect you to what matters most.
this is our promise to you.
Welcome
W E ’ R E G L A D YO U ’ R E H E R E !
Thank you for choosing Bright House Networks services for your home. At Bright House Networks, we work hard every day
to bring you the value, convenience, choices, and control that make your life easier.
As a friend of Bright House, you’ll have access to exclusive local programming, innovative products and services, and some
interactive features you won’t find anywhere else. Our services are made to go together, so when you combine two or all
three, you can enjoy additional features and savings. We’re committed to putting you in control and keeping things simple –
that’s our promise to you!
We hope you enjoy your Bright House Networks services. We provide great customer care that you can count on, all day,
every day, and we’re looking forward to providing you with an exceptional experience in your bright house – because that’s
just what a friend would do.
brighthouse.com
Table of Contents
3
MY SERVICES
31PHONE
49INTERNET
32-33
Calling Plans
50 Benefits
34-36
Calling Features
51-52 Wireless Home Networking/
7 Remote
37-39
Voice Mail
8
Parental Controls
40
Easy Gadget
53 Browser
9
Start Over®
41-43
Online Tools
53-56Email
10-11
Digital Guide
44-47FAQs
56
Parental Controls
12-15
Digital Video Recorder (DVR)
48
57
Connecting Your Computer
16-17
On Demand Programming
and Modem
4
5
How To Register
PREMIER TV SERVICE
18 HDTV
19
TV Anytime, Anywhere
20-22FAQs
2
23
Programming Your Remote
25-26
Troubleshooting Tips
27-30
Wiring Diagrams
| TA B L E O F C O N T E N T S
Troubleshooting Tips
Securing Your Network
58 FAQs
59
Troubleshooting Tips
60 YOUR STATEMENT INFORMATION
61 CONTACT US
My Services
YO U R L I F E M A D E E A S I E R
When you live in a bright house, you have access to great products, services, and exclusive features. Bright House Networks My Services helps
you manage them all – TV, Internet, Phone – whether you have one, two, or all three.
My Services is the place to access innovative and interactive services and features you can only get from Bright House:
• TV you can watch online, anytime, anywhere, on your computer, laptop, and most mobile devices in any room of your home.
• Remote DVR Manager to program your DVR from your computer, laptop, or most smartphones.
• Easy Gadget to manage your Phone Service when you’re out and about.
• Additional FREE apps at our App Center that will send you the latest news, weather alerts, and more.
My Services is a one-stop portal where you can manage your Bright House account online, whenever it’s convenient, at home, or on the go.
• Pay your bill online.
• View billing statements and service appointments.
• Manage your equipment.
• Check service status.
We encourage you to create a FREE My Services account to take advantage of many features and benefits including the convenience and
timeliness of paperless statements.
NOTE: Selecting paperless statements will save you the $1 monthly charge to receive a printed and mailed statement.
MY SERVICES
| 3
My YServices
OUR LIFE MADE EASIER
HOW TO REGISTER
Registering for your My Services account is quick and easy. Have your Bright House account number on hand and go to
brighthouse.com/myservices.
• Click on Register Now under Register.
• Type in your email address and zip code.
• Enter your Bright House Networks account number. (If you are a Bright House Phone customer you will also be asked to
enter your Customer Code on the line below.) Your account number and customer code can be found at the top of your statement.
• Type in the username and password you’d like to use for the account. (Please be sure to save your username and password in
an easy to remember place; you’ll need them each time you log in to My Services.)
• To protect your information, you’ll be asked to create two security questions.
• Click on I agree to the Terms of Use. Then click Register, and you’re done!
Don’t have your account number handy? That’s not a problem. Just give us a call at 1.855.222.0102 and we can look it up for you.
You’ve set up your MY SERVICES account, all you have to do from now
on is go to brighthouse.com/myservices and log in to manage your
Bright House services.
4 | MY SERVICES
PremierS TV
ERVICE
PremierS TV
ERVICE
Great TV, FREE HD
Great Features
Bright House Networks Premier TV Service delivers great TV entertainment,
exclusive local programming, and interactive features that put you in control.
It opens up a whole new world of entertainment possibilities!
• Start Over with the ability to look back up to 72 hours – a FREE exclusive
Enjoy apps that let you watch TV online and on the go, extensive channel
options, and FREE HD. Watch what you want, when you want with On Demand
programming. Take advantage of interactive features that let you record your
favorite programs, pause live TV, or even Start Over® a program already in
progress.
You’ll find plenty of information and how-to guidance on these products and
features in this section.
Did you know...
you get NFL Network at no additional cost when you have Premier TV
Service? NFL Network gives you an inside look at all things football –
24/7, 365 days a year. Get even more NFL action with NFL RedZone
available on Sports Pass. NFL RedZone gives you every touchdown,
from every game Sunday afternoons – all on one channel.
Start Over is a registered trademark of Time Warner Cable Inc., used under license.
6
| PREMIER TV SERVICE
• Includes Free On Demand, Primetime On Demand, and Whole House Video
On Demand
• Digital Guide
• HD DVR & Whole House DVR
• Remote DVR Manager
• Caller ID on TV, when you have Bright House Networks Phone Service
• TV you can watch anywhere, online, from your computer, and most
mobile devices
• Watch TV on most mobile devices and computers with the Bright House
TV app
PremierS TV
ERVICE
Power ON/OFF
Cable mode
Device modes:
Selects the device to be turned
ON/OFF or controlled
Digital Guide
(to search for and
to record programs)
Settings (quick display)
Selects highlighted
screen option
Volume Up/Down
Mute (sound ON/OFF)
ON DEMAND: Takes you to
Movies On Demand
DVR
functions
Instant Replay
Rewind (multiple speed options)
Play
Stop
Program information:
Press once for channel banner,
twice for more information
Getting Started
If you have not yet programmed your remote, please turn to
page 23 for easy to follow, step-by-step instructions.
Navigation arrows
Page Up/Down
A — Main Menu
B — Find Shows
C — Exit
D — Unavailable
Channel Up/Down
Returns to last channel viewed
Go to Live TV
Recordings List
Fast Forward (multiple speed options)
Record
Pause
Your Remote
It’s here! Your Bright House Networks Premier TV Service is connected.
Grab your remote, turn on your TV, and enjoy.
Who would have thought such a handy device like your remote would
allow you to do so much with your TV? Control your settings. Program
your DVR. Pause live TV. Start Over a program already in progress, or
look back up to 72 hours. Select On Demand programming. Search or
browse your channel lineup.
Let’s get started…
Your Settings
With your [SETTINGS] button you can:
Zoom and stretch HD
(HD box only)
Picture In
Picture (PIP)
functions
Swap main screen
PIP ON/OFF
Video source is used in
TV mode to change the TV input
Move PIP screen
PIP Channel Up/Down
Your remote may not look like the
one pictured. For tips on using your
specific remote, or to download a
user manual for your remote, visit
brighthouse.com/remote.
• Access Parental Controls
• Set your favorite channels
• Change your language preference
• Access Secondary Audio Programming (SAP) for Spanish audio
• Turn on/off closed captioning
• Access Pay Per View events and On Demand programming, and more
• Review your recent On Demand Programming and Pay Per View
purchases
PREMIER TV SERVICE
| 7
PremierS TV
ERVICE
Parental Controls
When you have a household with children,
perhaps the first step you’ll want to take is to
set up Parental Controls, to block channels that
are not age-appropriate for your family. It’s just
another benefit that comes with Bright House
Networks Premier TV Service. It’s convenient
and reliable.
If you do not activate Parental
Control, all channels and content of
any rating will be accessible to all
household members. Parental Control
must be activated separately on each
cable box in your home.
To Create Your PIN
• Press [SETTINGS] button on your remote then
scroll [LEFT/RIGHT] to PARENTAL CONTROL.
• Use the [ARROW] keys to highlight BLOCKING
PIN and press [SELECT].
• Enter a 4-digit number to establish a secret PIN
for that particular cable box.
To Change Your PIN
• To change your PIN, press [SETTINGS] then
scroll [LEFT/RIGHT] to PARENTAL CONTROL.
Select the BLOCKING PIN option and enter
your current PIN (or 0000 if not selected.) Then
enter the PIN you would like to use.
• Press the [RIGHT] arrow button to move to the
DAY, START, or STOP column.
• Use the [UP/DOWN] arrows to highlight and
select the time period that you want to block.
• You will be given the option of blocking up to
four different time periods. Press the [A] button
to accept the changes.
To Block by Channels/Ratings
• Press [SETTINGS] and the [LEFT/RIGHT]
arrows to highlight the Parental Control menu.
• Use [UP/DOWN] arrows to select Channel
Block or Rating Block.
• Use [UP/DOWN] arrows to select and block.
To Block by Time Periods
To Activate Your Parental Control:
•Press [SETTINGS] on your remote then scroll
[LEFT/RIGHT] to PARENTAL CONTROL. Scroll
[UP/DOWN] to the BLOCKING PIN option to
create a personal identification number or PIN
to block access. Enter the default PIN, 0000,
and then assign your personal PIN. Enter it
again to confirm. Next, select each channel,
content, rating time, or title you wish to restrict.
Scroll up to TURN ON/OFF to activate your
settings.
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| PREMIER TV SERVICE
• Press [SETTINGS] button on your remote then
scroll [LEFT/RIGHT] to PARENTAL CONTROL.
• Use the [ARROW] keys to highlight the TIME
BLOCK option and press [SELECT].
• At the prompt, enter your PIN.
• Scroll to the day you want to block by time.
You can select a particular date, the same day
every week, or a group of days (for example,
weekdays or weekends).
You can turn off your Parental Control
whenever you want by going to the
SETTINGS menu, enter your PIN
and then hit [SELECT]. Once you
have deactivated these controls you
must manually turn them back on to
restore control.
PremierS TV
ERVICE
Start Over
Start Over with the ability to look back up to 72 hours, is a Bright House
Networks exclusive that adds more convenience to your life. It’s a FREE
feature available to our Premier customers that allows you to restart a show
already in progress. Plus, there’s the capability to look back up to 72 hours to
see shows that have already aired on many of your favorite networks, so you
never have to worry about tuning in late to your favorite show or that mustsee episode again.
You must use the Start Over feature during the show’s regularly scheduled
time. For Example: if your show is scheduled to run Wednesday night between
7pm and 8pm, you can start over anytime between 7:01pm and 7:59pm.
To find out if Start Over and/or look back is available, tune to the program
you want to watch and press [SELECT].
It gets even better…
While watching a Start Over program, with or without the 72 hour look
back feature, you can also:
•PAUSE your show for up to 5 minutes. Simply press [PAUSE] on your
remote.
•REWIND the show while it’s playing. Press [REWIND] on your remote.
•RESTART the same show multiple times by pressing [SELECT].
•RESUME the show when you change the channel and return within
3-minutes. You will pick up where you left off when you press [SELECT].
•CANCEL at any time by pressing the red [C] button or the [LIVE] button on
your remote, or simply change the channel.
•A box will appear at the top left of your TV screen if Start Over and/or the
look back feature are available on that program.
•Use the [UP/DOWN] arrows to highlight the option you want, then press
[SELECT] to activate. It’s that simple.
You can always find out if a program is Start Over and/or
look back enabled by simply pressing [SELECT] while you are
watching a channel. For a full list of Start Over programs on
your channel lineup, go to brighthouse.com/startover.
PREMIER TV SERVICE
| 9
PremierS TV
ERVICE
Digital Guide
When you’re a Bright House Networks Premier
customer, you can enjoy easy access to everything
that Premier TV Service has to offer. All it takes
is a click of your remote to use this interactive
feature.
Use Your Digital Guide to:
• Find Shows
• See What’s On Now, and up to
7 Days from Now
• Set Reminders
• Program Settings
• Order Premium Services
• Access interactive features like
Video On Demand
• Perform Advanced Searches by title,
actor, director, keyword, etc.
The Digital Guide is FREE to Bright House
Networks Premier customers.
ABC’s of the Digital Guide:
• Use the [ARROWS] and PAGE UP/DOWN to
move around the guide.
• Press [A] for the MAIN MENU
• Press [B] to FIND SHOWS
• Press [C] to EXIT
• Press [SETTINGS] to access your DVR
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| PREMIER TV SERVICE
[A] for Main Menu
[B] to Find Shows
• The MAIN MENU shows you what’s on now.
• The FIND SHOWS menu makes it easy to
instantly find a program.
• Press [GUIDE] on your remote.
• Use the [LEFT/RIGHT] and [UP/DOWN]
arrow buttons to select your program.
• Press [SELECT] to immediately tune to your
highlighted program.
• You can also view a list of categories under
LIVE TV including:
• Kids & Family
• Entertainment
• Lifestyle
• News
• Sports
• Movies
Select a category to reveal a list of channels that
best fit the chosen genre of programming.
• Search for current and upcoming programming,
up to 7 days!
• Press [B] to search by title or press [B] a
second time to search by category.
• You can search by the following categories:
• Title
• HD
• On Demand
• Theme
• Rating
• Use the [LEFT/RIGHT] arrows to highlight the
category at the bottom of the screen you want
to search by.
• Highlight your programming choice using the
[UP/DOWN] arrow, then press [SELECT].
• Once you’ve found what you want to watch, set
a reminder or schedule your DVR to record it.
PremierS TV
ERVICE
• If you know the name of the show you want,
press [B] twice to open the keyboard.
• Use the [ARROWS] to highlight the first
letter of the show or movie and press
[SELECT].
• Continue these steps to add additional
letters and narrow the search.
• Use the [LEFT] arrow to scroll from the
keyboard to the list.
• Use the [UP/DOWN] arrows to highlight
your program choice in light blue, then
press [SELECT].
[C] to EXIT
•You can always return to the previous menu by
pressing [C].
PREMIER TV SERVICE
| 11
PremierS TV
ERVICE
DVR
Controlling Live TV
FRAME BY FRAME
The DVR allows you to record and play back
hours of your favorite movies and shows at your
convenience. You can rewind, and fast-forward,
even pause live TV and come back to it when
you’re ready. Sports fans will enjoy the capability
to create instant replays or use the Picture-inPicture function to watch two events at the same
time on the same TV screen.
PAUSE
Temporarily stops the program. After 5 minutes in
[PAUSE] the screen will go dark, in screen-saving
mode. Press [PLAY] or [PAUSE] again to resume
your program. You can [PAUSE] up to 1 hour on
the main screen and at the same time pause up
to 1 hour on the Picture in Picture window.
Press [PAUSE], then advance the program frame
by frame by pressing [FAST-FORWARD], or rewind
by pressing [REWIND].
Bright House Networks has 3 types of Digital
Video Recorders, or DVRs. There’s the traditional
DVR for Premier TV Service, the HD DVR that
allows you to get the full Bright House Networks
HD experience when you have an HDTV, and
the Whole House DVR, which gives you even
greater storage, recording and playback options
throughout your entire house on any TV in your
DVR network.
Your DVR has 2 separate tuners which
allow 2 channels to be recorded, or
one watched and one recorded, at the
same time. This means that you can
watch 1 show and record another;
record 2 shows and watch 1 of them
as it is recorded; or record 2 shows
and watch a previously recorded show
at the same time.
12
REWIND
Choose from various speeds. Press once for
slow, twice for medium speed, three times for
fast. You can even move backwards in 15-minute
increments by pressing [REWIND] and then using
the [LEFT] arrow.
FAST-FORWARD
Choose from various speeds. Press once for slow,
twice for medium speed, three times for fast.
Press [FAST-FORWARD] and use the [RIGHT]
arrow to move forward in 15-minute increments.
PLAY
Press [PLAY] from [PAUSE] or [FAST-FORWARD]
to continue watching TV.
REPLAY
Lets you see the previous 8 seconds of a
program.
SLOW MOTION
Press [PLAY] twice quickly to move forward in
slow motion.
| PREMIER TV SERVICE
LIVE
Press [LIVE] to return to your live television
programming.
Recording on Your DVR
The beauty of your DVR is that you can record
your favorite shows, an entire series, even
a specific time slot, to watch later when it’s
convenient for you.
And if you’ve chosen Whole House DVR,
you’ll enjoy a whole new level of your home’s
entertainment options. Our Whole House DVR
service gives you the ability to record your favorite
programs in one room and watch them in another
on any TV in your DVR network. So when Dad
wants sports, Mom wants cooking shows, and the
kids want movies, everyone can watch what they
want! Whole House DVR service makes it easy for
everyone to enjoy their favorite shows.
[RECORD] a show you’re watching. Simply press
[RECORD], highlight RECORD THIS SHOW, and
press [SELECT].
[RECORD] a show from the Program Guide
on your Digital Guide. Select the show. Press
[RECORD]. From the menu highlight RECORD
THIS SHOW. Press [SELECT].
PremierS TV
ERVICE
[RECORD] future shows. Highlight the show in
the Program Guide. Press [RECORD]. From the
option menu, highlight RECORD THIS SHOW.
Press [SELECT]. To move forward by days in the
interactive guide, select the number of days in the
number keypad, then press the [RIGHT] or [LEFT]
arrows.
[RECORD] a series of shows. Highlight the show
in the Program Guide. Press [RECORD]. From the
option menu, highlight RECORD SERIES. Press
[SELECT].
To stop a recording in progress, press [STOP],
or press [RECORD] and choose STOP THE
RECORDING, then press [SELECT].
To verify that a program is recording, see the
Guide or the Saved Shows list, and look for the
RECORD icon. In addition, the [RECORD] light on
the front of the DVR will be illuminated.
To capture a show that starts before or ends after
the scheduled time slot, adjust the recording’s
start and end times.
NOTE: It is not possible to record
On Demand Programming.
Watching Recorded Shows
Saving Recorded Shows
[LIST] displays the programs you have recorded.
Scroll through using the [UP/DOWN] arrow or
[PAGE UP/DOWN]. Highlight the show you want
to watch.
Recorded shows are placed on the SAVED
SHOWS list chronologically, with the newest at the
top. As shows are recorded, older ones will be
erased unless they have been saved indefinitely.
To manage the amount of time a program is
saved, press [LIST] and select the show you wish
to modify.
The [LIST] also shows you if there is a recording
conflict, and how much recording space you have
left on your DVR memory.
[PLAY] or [SELECT] gives you a menu of
options. Choose PLAY from the menu and press
[SELECT].
If the show has been played before, a menu
will appear, allowing you to select RESTART or
RESUME PLAY.
[PAUSE] your recorded program, then press
[PLAY] or [PAUSE] to resume.
[STOP] the playback of a recorded show. When
you press [PLAY] to restart a program that has
been played before, you’ll be given the option to
RESTART or RESUME PLAY.
Change the amount of time until a program is
erased by selecting it from the list and using
the [DOWN] arrow. Move to RECORD OPTIONS
and press [DOWN]. Select DO NOT DELETE to
allow the recorded show to remain indefinitely.
With the Whole House DVR, when you want to
delete a recorded program, you must delete it
directly from your Whole House DVR.
Setting Up Your Favorites
[SETTINGS] will let you set up a list of your
favorite channels. Scroll to the option FAVORITE
CHANNELS using the [LEFT/RIGHT] arrows,
select SET UP FAVORITES, enter each of your
favorite channels or highlight the channel number
in the list, and press [SELECT].
PREMIER TV SERVICE
| 13
PremierS TV
ERVICE
Whole House DVR (WHDVR)
With the Whole House DVR, Bright House
Networks gives you the opportunity to network
multiple Whole House DVRs together, giving you
options to record up to 16 HD channels at once,
and store up to 480 hours of HD programming
to view across multiple TVs in your home. Plus,
when you have Remote DVR Manager, you can set
up your recordings from your computer, laptop, or
other mobile devices.
Moving from One Room
to Another
One of the great benefits of the Whole House
DVR is the flexibility it gives you to move from one
room to another when you’re in the middle
of watching a program.
Viewing Different Programs
in Different Rooms
Another great feature of our Whole House DVR
is the ability to play back different recorded
programs on different TVs in your DVR network.
It’s simple.
• Press [LIST] on the remote control linked to the
TV in your DVR network that you want to watch.
Your recorded programs will display on your TV
screen.
• Scroll down to the show you want to see, and
then press [PLAY].
Follow these same steps for each TV in your
DVR network to pick a separate recorded program
to watch.
Remote DVR Manager
Did you know you can set your DVR from your
computer, laptop, or most mobile devices to
record your favorite shows? You can with our
Remote DVR Manager. It gives you the power
to search your channel lineup, record must-see
programs, and manage your scheduled recordings
wherever you happen to be – eating out, at the
park, shopping mall, or anywhere! Never worry
about missing your favorite programs again. It’s
easy to access Remote DVR Manager. Simply
log in to your My Services account, then click on
Remote DVR Manager under TV, and you’re there!
Remote DVR Manager is a FREE app
available to Bright House customers who
have our Premier TV Service and a DVR.
• [STOP] watching your recorded program by
hitting [STOP] on your remote control.
To View TV listings:
•Press [PLAY] when you’ve settled in to
another room with a TV in your DVR network,
and pick up right where you left off, from the
“bookmarked” point on the Whole House DVR.
• Click on the Listings tab. Remote DVR Manager
will access your DVR and your TV channel
lineup will appear on the screen.
• You can view a specific programming lineup by
selecting the day and time at the top of your
channel lineup chart. Click on the time slot
you want.
• You can also select the type of programs you’d
like to view by going to the Highlight Only
drop-down menu, or the specific channel by
going to the Jump to Channel drop-down menu.
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| PREMIER TV SERVICE
PremierS TV
ERVICE
To Search for Programs:
To Record an Entire Series:
•You have two options: Search or Browse.
• Search for the desired program using the
Listings, Browse, or Search tab.
•To search for a specific program title, program
type, or actor/program host/etc., click on the
Search tab.
•Next, click on the drop-down menu and select
the category you want to use for your search:
• Program/Movie Title
• Description
• Person
• Once you’ve found the series you’re looking for,
click on the yellow arrow and the series listing
will appear.
• Click the red Record icon.
• Next, select the Save Time, Start Time, and
End Time. You’ll find these in the drop down
menu for each setting.
•Type in your search terms and click the yellow
Search button.
• Click Setup Series Recording at the bottom of
the recording window.
•The program title, date, and time will appear.
Click on the yellow arrow to see all the
recording options.
• You can adjust the series recording options
from the drop down list, otherwise the recording
will be made with the default settings.
•To browse by category and rating, click the
Browse tab, then select a category.
• When you’ve completed all your selections,
click Record. You’re all set!
•You can also browse by rating, by 24-hour or
seven-day time frame, or by channel.
To View Your Scheduled
Recordings:
• Click on the Scheduled tab on the Remote DVR
landing page. The date, time, and show title will
appear for all of your scheduled recordings.
To Sign in to Remote DVR
Manager from a Mobile Device:
• Open the web browser on your mobile device.
• Sign in to Remote DVR Manager at
brighthouse.com/mobile.
• At the log in screen, enter your My Services
username and password. Click Sign In.
• The landing page opens to the Manage tab,
which displays the scheduled recordings. You
can also click on the Search or Browse tabs to
find programs and set up recordings.
• When you’re done, click the yellow
Sign Out tab.
PREMIER TV SERVICE
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PremierS TV
ERVICE
On Demand
Programming
Bright House Premier customers can enjoy
thousands of hours of On Demand programming
and plenty of additional On Demand options/
packages. On Demand lets you control when you
start your movies or shows, and lets you pause,
fast-forward, and rewind shows with your remote.
Plus, when you have more than one cable box in
your home, you can purchase an On Demand title
on one cable box and then watch that event/title
on any other cable box in your home during the
viewing window at no extra charge – that’s Whole
House On Demand!
On Demand programming includes:
Primetime On Demand
Free access to primetime programming from your
favorite networks, and some in HD, including:
ABC, CBS, NBC, and FOX.
Movies On Demand
Choose movies from a wide variety of genres,
including some of the latest releases. Bollywood,
Asian, and European films are also available. Or,
if you have a 3D TV, you can enjoy the excitement
of 3D cinema!
HD Movies On Demand
If you have HD and an HD box, choose an HD
movie from a wide variety of genres.
Premiums On Demand
HBO On Demand, Showtime On Demand, Cinemax
On Demand, Starz On Demand, the Movie Channel
On Demand, the Disney Channel On Demand,
Howard TV On Demand, and Too Much for TV
On Demand are available FREE to Premier TV
Service customers who have the corresponding
premium movie channel(s) as part of their
Bright House Networks package.
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| PREMIER TV SERVICE
Entertainment On Demand
Movies, sports, music, news, and kids
programming from popular networks such as A&E,
Discovery, SyFy, TBS, USA, and more.
FREE On Demand
Programming from popular networks like A&E,
Comedy Central, HGTV, and others.
Local On Demand
View and learn about local events and
community news.
Music On Demand
In addition to the more than 40 digital music
channels, there’s Music On Demand with hits
from CMT, MTV2, VH1, and more.
For a complete listing of On Demand
programming, go to brighthouse.com/tv.
PremierS TV
ERVICE
The Movies On Demand viewing
window is 24 hours. This includes
both HD and 3D Movies On Demand.
Ordering Movies On Demand
TV Above & Beyond
Sometimes you want to watch something beyond
the usual offerings. Maybe you have a special
interest or simply want additional options above
your current lineup. We have Premium movie
channels and special packages you can add to
your Bright House package.
•Tune to your favorite Movies On Demand
channel.
• Premium movie channels – HBO, Showtime,
Cinemax, The Movie Channel, Starz, and
more…
•Use [UP/DOWN] arrows to find the movie you
want to watch.
• HD Pack
•Press [SELECT].
•If the Purchase PIN is turned on for the cable
box, the Purchase PIN entry screen appears.
Enter the Purchase PIN, which has been preset
to 0000. Press [B] to confirm the purchase.
• Movie Pass
• Sports Pass
• International Channels
It’s easy to add any of these to your service
package. Our Customer Care representatives
are standing by 24/7 to answer your call at
1.855.222.0102.
With Whole House On Demand, you
can purchase your favorite movies
from one room and watch them on any
TV in the house that has Premier TV
Service.
PREMIER TV SERVICE
| 17
PremierS TV
ERVICE
More HD for our Friends
Bright House Networks gives you more free HD programming than ever. We
offer tons of HD channels. Plus, with HD On Demand, HD Movies On Demand
and Premium HD, there’s always plenty of high-def programming to choose
from, and when you add the HD Pack, you get even more. When you’re a
Bright House Networks Premier customer, there’s no extra charge for our
HD service.
To get the most out of our HD programming, make sure you have an HD box
and remote for your high-def TV. You can swap out your current standard box
for an HD box at no charge at any of our Customer Care centers, or just give
us a call. Many of your favorite channels may be available in both Digital and
HD, so be sure to tune in to the HD channel. And to record and play back in
HD, you’ll need to add an HD DVR.
Just a quick call to our Customer Care representatives at 1.855.222.0102
will take care of getting you set up for HD.
Why HD?
HD programming provides a wide-screen display, allowing you to
view movies the way they were meant to be seen. The aspect ratio
(the width of the picture compared to the height) of HDTV is 16:9,
considerably wider than standard analog TV broadcasts, which have
an aspect ratio of 4:3.
For the ultimate home theater experience, watch TV in crystal-clear
HD with Dolby Digital 5.1 Surround Sound.
18
| PREMIER TV SERVICE
PremierS TV
ERVICE
TV Anytime, Anywhere
Bright House Networks is breaking down boundaries when it comes to
watching TV, and that gives you the freedom to take TV anywhere, and tune in
anytime on your choice of PC, Mac, or most wireless devices.
So, if ESPN is part of your Bright House package, then you’ll be able to
access 24/7 live programming from ESPN, ESPN2, ESPN3, and ESPNU at
WatchESPN.com or via the WatchESPN app for most mobile devices. When
you have Sports Pass, you’ll also get access to Speed2.com. Don’t have
ESPN or Sports Pass as part of your Bright House package? Just give us a
call at 1-855-222-0102 and we’ll get you set up right away.
To download the app, you’ll need to start at your My Services account,
follow the prompts to set up your ESPN ID, then you can download the
app from your app store.
Watch TV in any Room of Your Home with the
Bright House TV App
The Bright House TV app is a great way to enjoy your Bright House TV service
anywhere in and around your home. Download the app to watch some of your
favorite shows on most wireless devices or from your computer. As long as
you’ve got a wireless Internet connection in your home, you’re good to go.
The Bright House TV app allows you to access dozens of channels FREE as
part of your TV service. It essentially turns your device into a handheld TV,
with plenty of channels you can watch. You also get an easy-to-use channel
guide that shows the current program and what’s on next. You can access the
guide and change channels by simply tapping the screen and scrolling up/
down to view more. And if you have more than one device at home, you can
watch TV on all of them at the same time.
To download the app, log in to your My Services account and follow the
prompts. Once you’ve downloaded the app, you’ll be able to access
Bright House TV directly from your device, but you will need your My Services
user name and password. From your mobile devices, you can also download
the BHTV app from your app store.
HBO GO® and MAX GO®
Watch HBO and Cinemax on your computer or select mobile devices, even if
you’re not at home, when they’re part of your Bright House TV subscription.
Just download the HBO GO or MAX GO app—then sign on with your
My Services login to enjoy unlimited access to entire series, hit movies,
original programming, bonus features, and behind-the-scenes extras!
HBO GO®and MAX GO® are only accessible in the U.S. and certain U.S. territories where a high speed broadband connection is available. Minimum 3G
connection is required for viewing on mobile devices. Some restrictions may apply. ©2014 Home Box Office, Inc. All rights reserved. HBO®and Cinemax®
and related channels and service marks are the property of Home Box Office, Inc. All other trademarks remain the property of their respective owners.
PREMIER TV SERVICE
| 19
PremierS TV
ERVICE
Frequently Asked Questions
What are the differences between Premier TV Service &
High Definition Service?
• Premier TV Service refers to any all-digital TV broadcast and is digitally
encoded, standard definition video providing superior color resolution,
particularly when used with component or S-video connections.
•H
D Service is also digitally encoded video, but has roughly six times the
resolution of standard definition television, which means you get clearer,
crisper images, plus wide-screen viewing and Dolby Digital 5.1 Surround
Sound.
Do I need special equipment to receive High Definition Service?
T o receive HD Service, you must have a high definition television or monitor
with component inputs and connect it to a Bright House Networks HD
box. Bright House Networks will provide an HD box at no additional charge
when you subscribe to Premier TV Service. You don’t need to worry about
purchasing expensive hardware that may become obsolete because there’s
no equipment to buy.
What is the difference between the standard box and the HD box?
Standard and HD boxes look and function similarly. However, only the HD
box is designed to process the HD signals needed to view high definition
programming.
What type of cables do I need to get HD Service or Surround Sound?
You will need component-type or HDMI cables for video, and either RCA or
Digital Audio (AC3) cables for audio. We will provide a component cable for
video during installation.
20
| PREMIER TV SERVICE
Can I view High Definition channels with a digital television?
No. You must have a high definition television capable of processing high
definition signals and an HD box in order to receive HD Service.
How do I order Bright House Networks High Definition Service?
Go to brighthouse.com and click on ORDER ONLINE to choose your package;
visit a Bright House Networks Customer Care Center; or call to speak with a
Customer Care professional.
Can I use my HDTV as a computer monitor?
aybe. Some HDTV sets include S-video or DVI inputs. If your computer has
M
S-video or DVI outputs, you can use your HDTV as a monitor.
Can I record HD programming?
T he HD DVR allows you to record, pause, rewind, and play back live television
including HD channels. What goes in as HD comes out as HD. Traditional
VCRs cannot record HD programming.
What is 3D TV?
The term “3D” refers to a technology that displays TV programs, movies,
games, and other content in a way that appears to add a third dimension,
depth, to the images you see.
What 3D programming is available?
You’ll find 3D TV programming under Movies On Demand within the “Hello
More” category of your on-screen guide. HBO customers can also enjoy 3D
programming with HBO On Demand.
PremierS TV
ERVICE
Can I record programming in 3D?
Yes. You can use your DVR to record 3D programming.
Will I be able to take advantage of the DVR’s recording features for High
Definition (HD) programs?
What buttons on my remote apply to my DVR?
Yes, with a High Definition TV and an HD DVR from Bright House Networks.
[ REWIND], [FAST-FORWARD], [PLAY], [PAUSE], [STOP], and [RECORD]
work like the same-named buttons on your VCR:
Will Parental Control be in effect for DVR recordings?
[LIST] lets you see a list of the shows you’ve recorded and the scheduled
recordings. You can then choose to play or delete those shows, or watch
them later.
Can I access Second Audio Programming (SAP) or Closed Captioning with
my DVR?
[LIVE] lets you return to the real-time broadcast of the program you’re
watching after you’ve paused and restarted a live show.
Can I use my DVR in conjunction with my other home entertainment
equipment?
Can I use the DVR on any TV in my house?
es, if you are a Premier TV Service customer. Each TV requires its own DVR,
Y
available for an additional monthly fee.
Is there programming that I cannot record with my DVR?
Yes. Your DVR will not record On Demand or Pay Per View programming.
Yes. Parental Control blocks are carried over to DVR recordings.
Yes, if the program was originally broadcast with those features.
Yes. Your DVR is compatible with your TV, VCR, DVD, and other audio and
video components.
What services or equipment do I need to get Whole House DVR service?
ustomers will need Premier Service, a Whole House DVR (WHDVR), and
C
their desired number of cable boxes. Up to seven cable boxes can be
networked with each WHDVR.
PREMIER TV SERVICE
| 21
PremierS TV
ERVICE
Can I get more than one Whole House DVR?
Yes, you can have as many Whole House DVRs as you would like, up to a
maximum of eight, and you can stream recorded programs to as many as
three separate TVs in your DVR network at the same time. When you have
more than one Whole House DVR, you’ll be able to see a single show list that
combines the recorded programs from all of your Whole House DVRs, making
it easier for you to search for what you want to watch.
Can I stream different programs at the same time?
Yes, you can stream up to three different recorded programs to three different
TVs in your DVR network.
Can I watch TV on my Whole House DVR if all three streams are being
used?
Yes, each Whole House DVR can provide up to two recorded programs.
So you can stream three recorded programs, record two live programs, and
play one recorded program all at the same time.
Does Whole House DVR service work with any type of TV?
Yes, a Whole House DVR will work with either a standard TV or an HDTV, so
you can play back recorded programs on either one. In order to see your
shows in HD, you’ll need to play them back on an HDTV.
Looking for more tips? Visit brighthouse.com/howto to get more
out of your Bright House services.
22
| PREMIER TV SERVICE
PremierS TV
ERVICE
Programming
Your Remote
6. Verify the new code is correct by pressing
[POWER]. If the device powers on again,
press [SELECT] to lock in the code. If the
device does not power on, perform the
following steps:
Before your remote can be used to operate your
TV, DVD Player, VCR, and other devices, it must
be programmed with the correct codes. You can
search through the code library for a valid code
one of two ways.
a. Turn the device on.
Method #1
1. T urn on the selected device (TV, VCR, DVD
player).
2. P
ress and hold [SELECT] and the appropriate
mode key ([CBL], [TV], [VCR], or [AUX])
until all four of the mode keys blink twice. For
example, to search for a TV code, press and
hold [SELECT] and [TV] at the same time.
3. E
nter the code 991 slowly. The mode key
you selected in step 2 will blink twice.
4. P
oint the remote toward the device.
Press [PLAY] once and then position your
finger on the select key, but do not press
it. The remote will automatically test each
code in its library, beginning with the most
common codes. The mode key blinks once
each time the remote transmits a new code.
The mode key blinks twice when it reaches
the last code.
5. Immediately when the device powers off,
press [SELECT].
b. P
ress [CHANNEL UP/DOWN] to move
forward or backward one code at a time.
c. When the device turns off, press [SELECT]
to choose the code.
Method #2
1. Press and hold [SELECT] and the appropriate
mode key ([CBL], [TV], [VCR], or [AUX])
until the mode keys blink twice. For example,
to search for a TV code, press and hold
[SELECT] and [TV] at the same time.
5. P
ress 3, then count the number of times the
mode key blinks to find the third number in
the code.
6. P
ress 4, then count the number of times the
mode key blinks to find the fourth number in
the code.
After all four numbers in the code are identified,
all mode keys blink three times.
Which Code Worked?
After searching for the code automatically, note
the code in the event you need to reprogram
your remote.
Record your codes for future reference:
TV________________ 2. Enter the code 991 slowly. The selected
mode key blinks twice.
VCR_______________
3. P
ress 1, then count the number of times
the mode key blinks. The number of blinks
indicates the first digit in the code. For
example, 4 blinks indicate the first digit
in the code is 4. If the mode key does
not blink, the digit is 0.
AUX_______________
4. P
ress 2, then count the number of times the
mode key blinks to find the second number in
the code.
DVD_______________ For more tips on using your specific remote,
or to download a user manual for your
remote, visit brighthouse.com/remote.
PREMIER TV SERVICE
| 23
PremierS TV
ERVICE
Operating TV & DVD/VCR:
1. Turn on TV. Point remote away from TV.
2. P
ress and hold [TV] and [SELECT] at the
same time until the red or green light on
the remote blinks twice.
3. U
sing the remote, slowly enter 991. The
light on the remote will blink twice.
4. P
oint the remote toward the TV and press
[TV]. Slowly repeat until TV powers off.
If the light on your remote is green, press
the [UP] arrow, then [TV]. Slowly repeat
until TV powers off.
5. When the TV powers off, press [SELECT].
6. P
ress [TV] again to turn TV back on. If
TV does not turn on, go back to step 2
and repeat process until TV powers off.
Controlling Volume
Through the TV:
1. Turn on the TV.
2. Press and hold [CBL] and [SELECT] at the
same time until the red or green light on
the remote blinks twice.
3. Slowly enter 993, then press [TV], then press
[SELECT].
4. To verify that programming was done correctly,
aim the remote toward the TV
and press [VOLUME] or [MUTE].
If any of your entertainment equipment
configurations have changed, or if you try
to use your remote with another television,
you may need to reprogram it.
Repeat process using [DVD] button in place
of the [TV] button to program your DVD player.
For more information, visit our remote programming tool at
http://brighthouse.com/michigan/support/tv/program-remote
24
| PREMIER TV SERVICE
PremierS TV
ERVICE
Troubleshooting Tips
Trouble
Cause/Action
No picture or sound on any channel; just
snow on the screen and rushing sound
Make sure that the cable box is plugged in and turned on (the clock should have the correct
time). • Make sure that the TV is plugged in and powered on. If cable box is plugged into
a switch-controlled outlet, make sure the wall switch is on. • Check that all equipment
is properly connected. • Check other channels. • Check other TVs in the house connected
to cable. • On an HD box or HD DVR, be sure the TV is on the proper input for HD.
If using an HD DVR, verify that it is set to the proper screen type and resolution.
Green tint to the whole picture
If using an HD DVR, check the TV settings for HD input (must be set for Y Pr Pb/DTV/HDTV, etc.,
and the input may have to be activated). • Check the RGB cables.
Picture good, but poor sound or no sound
on any channel
Adjust the volume on the television and the DVR, HD DVR, or HD box. • Press MUTE on the
remote to see if it is activated. • Check to see if the “SAP” function in general settings has
been activated. • Check any audio switches and settings (the levels and controls of connected
devices). • If it is connected to a stereo, make sure that the stereo is powered on and properly
connected.
Stereo sound is not working
Check the BALANCE controls on the stereo. Make sure the stereo is powered on and properly
connected.
Sound good, but no picture on one or
two channels
If using an HD box or HD DVR, be sure the TV is on the proper input for HD. If it is connected to a
stereo system/receiver, make sure the TV is on as well. • Reboot.
Surround Sound is not working
Make sure the stereo is connected through the DIGITAL AUDIO (coaxial or optical) connection.
• Check that the stereo receiver is digital-ready.
Black/gray bars on the top, bottom, or both
sides of the screen
If using an HD DVR, press the # key to Zoom or Stretch the picture. • Verify resolution settings for
4:3 or 16:9.
PREMIER TV SERVICE
| 25
PremierS TV
ERVICE
26
Trouble
Cause/Action
Channels are not changing
Make sure remote is in [CBL] mode. • Move closer and point the remote directly at the front
panel of the DVR or HD DVR. • Check the remote batteries to see if they are installed properly
(+/– position). The remote may need new batteries. Make sure the light at the top is blinking
brightly with each button press. • Try changing the channels using the buttons on the
DVR itself.
DVR display is changing; channels are not
Make sure the TV is on the proper input for the HD channels.
TV has a black box on the screen or no picture
on High Definition programs
Press power button on front of DVR or HD DVR for about five seconds to reboot.
I’ve tried everything!
Visit support.brighthouse.com or call Customer Care at 1.855.222.0102.
| PREMIER TV SERVICE
PremierS E TV
RVICES
Wiring Diagrams
How Do I Hook Up My
Cable Box to My TV Using
Component Cables?
Like other cables, component cables can just
be plugged in at each end to the two devices.
Component cables can provide a high definition
connection. They have three video wires: green,
blue, and red. You will also need separate audio
cables, such as red and white composite audio
cables.
1.Locate the COMPONENT IN ports on your TV,
which contain matching green, blue, and red
ports. These colored ports are also labeled
with letters:
• Y (green)
• Pb (blue)
• Pr (red)
2.Connect one end of each component cable to
the matching colors on the TV’s COMPONENT
IN ports.
4.Connect your audio wires to the appropriate
AUDIO IN ports on the TV, such as a red
AUDIO IN RIGHT and a white AUDIO IN LEFT.
5.Connect the other end of the audio cables
to the matching AUDIO OUT ports on the
cable box, such as a red AUDIO OUT RIGHT
and a white AUDIO OUT LEFT.
6.Turn on your equipment, and then tune the TV
to the appropriate input.
3.Connect the other end of each cable to the
cable box’s COMPONENT OUT ports.
If your TV has an HDMI port, you can also
connect your device with an HDMI cable. This
uses just one wire for both video and audio.
PREMIER TV SERVICE
| 27
PremierS TV
ERVICE
How Do I Hook Up My
Cable Box Using a DVI Cable?
DVI cables can just be plugged in at each end to
the two devices. Cable boxes, however, do
not have DVI ports, so you will need to use an
HDMI to DVI cable. This cable has an HDMI
connection at one end and a DVI connection
at the other.
HDMI to DVI cables provide a high definition
connection but require separate audio cables
such as red and white composite audio cables.
If your TV has an HDMI port, use a standard
HDMI cable. This uses just one wire for both
video and audio.
To connect your cable box to your TV using an
HDMI to DVI cable:
1. Turn off your equipment.
2.Connect the DVI end of the cable to the
TV’s DVI IN port.
3.Connect the HDMI end of the cable to the
cable box’s HDMI OUT port.
4.Connect your audio wires to the appropriate
AUDIO IN ports on the TV, such as a red AUDIO
IN RIGHT and a white AUDIO IN LEFT.
5.Connect the other end of the audio cables
to the matching AUDIO OUT ports on the
cable box, such as a red AUDIO OUT RIGHT
and a white AUDIO OUT LEFT.
You can also use component cables to provide an
HD picture.
6.Turn on your equipment, and then tune the TV
to the appropriate input.
For further assistance, visit us at
brighthouse.com
28
| PREMIER TV SERVICE
PremierS TV
ERVICE
How Do I Hook Up
My DVD-R or DVD Player to a
TV Using S-video Cable?
To connect a DVD player to a TV using S-video
cable:
1.Connect the S-video cable to the S-VIDEO OUT
port on the DVD player.
2.Connect the other end of the S-video cable to
the S-VIDEO IN port on the TV.
3.Connect your audio wires to the appropriate
AUDIO IN ports on the TV, such as a red AUDIO
IN RIGHT and a white AUDIO IN LEFT.
4.Connect the other end of the audio cables to
the matching AUDIO OUT ports on the DVD
player, such as a red AUDIO OUT RIGHT and a
white AUDIO OUT LEFT.
5.Set the TV to the S-video input to watch DVDs.
How Do I Hook Up My Cable
Box Using S-video Cable?
Like other cables, S-video cables can just be
plugged in at each end to the two devices. You
will, however, need separate audio cables, such
as red and white composite audio cables.
To connect your cable box to your TV using an
S-video cable:
1.Connect one end of the S-video cable to the
TV’s S-VIDEO IN port.
2.Connect the other end of the cable to the
cable box’s S-VIDEO OUT port.
3.Connect your audio wires to the appropriate
AUDIO IN ports on the TV, such as a red AUDIO
IN RIGHT and a white AUDIO IN LEFT.
4.Connect the other end of the audio cables
to the matching AUDIO OUT ports on the
cable box, such as a red AUDIO OUT RIGHT
and a white AUDIO OUT LEFT.
5.Turn on your equipment, and then tune the TV
to the appropriate input.
For further assistance, visit us at
brighthouse.com
PREMIER TV SERVICE
| 29
PremierS TV
ERVICE
How Do I Install HDMI Cables?
Like other cables, HDMI cables can just be plugged
in at each end to the two devices.
Other compatible equipment can be connected to
your TV with HDMI in the same way.
To connect your HD box to your HDTV with an
HDMI cable:
To connect a Blu-ray player to your HDTV:
1. Turn off the equipment.
2.Connect one end of the cable to one of the TV’s
HDMI IN ports.
2.Connect one end of the cable to one of the TV’s
HDMI IN ports.
3.Connect the other end of the cable to the HD
box’s HDMI OUT port.
4.Turn on your equipment, and then tune the TV to
the appropriate input, such as HDMI 1 or VIDEO
1. Refer to your TV’s owner’s manual for which
input to select.
1. Turn off the equipment.
3.Connect the other end of the cable to the
Blu-ray player’s HDMI OUT port.
4.Turn on your equipment, and then tune the TV to
the appropriate input.
If you experience audio or picture issues after
connecting your HD box with an HDMI cable, see
I just installed HDMI cables, and I am having
functionality issues.
For further assistance, visit us at
brighthouse.com
30
| PREMIER TV SERVICE
Phone
SERVICE
Phone
SERVICE
Make the Call
When you have Phone Service from Bright House
Networks, you’re enjoying the convenience of
an unlimited calling plan, loads of free features,
and a reliable service backed by a dedicated
team that is here to answer your calls, 24/7,
if you should need them. You can call anytime,
anywhere, across the street or across the country,
and keep your home phones, existing outlets,
and even your current phone number. Plus, we’re
delivering a proven, reliable Phone Service with
exclusive free features, and without all the hidden
fees you may get from the phone company.
Benefits
Features
• Unlimited Calling within the U.S., Puerto Rico,
and Canada
• Caller ID on Phone
• Proven reliability
• Caller ID on TV (for Premier TV Service
customers)
• Popular Calling features
• Caller ID on PC (for Internet customers)
• International Long Distance plans
• Call Waiting
• Voice Mail, with Enhanced Voice Mail
• Voice Mail - additional monthly cost
• E911
• Home Phone Online Tools
• Spanish Voice Mail Prompts
• Call Forwarding
• Anonymous Call Rejection
• Speed Dial
• 3-Way Calling
• Second Line - additional monthly cost
32
| PHONE SERVICE
Phone
SERVICE
International Long Distance
With Bright House Connection International calling plans, you can stay in touch with friends
and family all over the world, with incredible savings to over 50 countries in Asia Pacific,
Europe, Latin America, Mexico, and South Asia!
Choose from one of the following plans and get 100 anytime minutes for one low
monthly cost.
Asia Pacific
Australia, China (m), Hong Kong (m), Japan, Macau (m), Malaysia (m),
New Zealand, Singapore (m), South Korea, Taiwan, Thailand (m)
Europe
Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany,
Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco,
Netherlands, Norway, Poland, Portugal, Romania, Russia, Slovakia, Spain, Sweden, Switzerland,
United Kingdom, Vatican City
Latin America
Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador,
Guatemala, Panama, Paraguay, Peru, Uruguay, Venezuela
Mi Mexico
South Asia
Bangladesh (m), India (m), Pakistan (m)
(m) = includes mobile phones
P H O N E S E R V I C E | 33
Phone
SERVICE
Great Calling Features
You won’t believe how many of our most popular
calling features are included with Bright House
Networks Phone Service, at no additional
charge. In addition, we have many exclusive and
super-convenient features that are sure to help
you manage your Phone Service even better—
even when you’re not at home.
And did you know that one of the most
convenient features of our Phone Service is
that you can simply pick up your phone and dial
“611” to be instantly connected with Bright
House Networks Customer Care department?
It’s true and it’s easy!
Free Features
Caller ID on PC
When you have Bright House Networks Phone
and Internet, you can see who’s calling your
home right from your PC. When your phone
rings, the caller’s name and phone number will
appear on your PC monitor. Caller ID on PC is a
feature of our Easy Gadget App which you can
download from our App Center at brighthouse.
com/myservices. (See the Easy Gadget section
on page 40.)
34
| PHONE SERVICE
Caller ID on TV
When you have both Bright House Networks
Phone and Premier TV Service, your TV screen
becomes a Caller ID display and you can see
who’s calling right in the upper left-hand corner
of your screen when you’re watching TV.
Caller ID
See the name and number of who’s calling when
you have a Caller ID-ready phone.
Call Waiting/Call Waiting with
Caller ID & Call Waiting Block
To end either call, hang up the phone while
connected to the call you want to end. Your
phone will automatically ring. When you answer,
you’ll be connected with the other caller.
To block Call Waiting alerts for the duration of
a phone call, press *70 before placing a call.
Remote Access Call
Forwarding Online
Allows you to remotely forward all incoming
calls to another telephone number you choose
using the Home Phone Online Tools within
My Services.
If you are on the phone when another caller is
trying to reach you, you’ll hear a beep or special
tone to notify you that you are receiving another
call. With Call Waiting with Caller ID, you’ll hear
a special tone to alert you to a waiting call and
you also receive a visual display of the name
and number of the person calling on your Caller
ID display.
Selective Blocking —
Inbound Calls
To answer a waiting call or to alternate between
callers, simply press and release the SWITCH
HOOK or FLASH button on your phone. While
you talk with one caller, the other caller
will automatically be placed on hold. Each
conversation remains private.
Allows you to have incoming calls from specific
telephone numbers forwarded to another
number, such as your mobile number, that are
on a list of phone numbers you define through
your My Services account.
Allows you to have incoming calls blocked that
are on a list of phone numbers you define
through your My Services account.
Selective Call Forwarding
To learn more about setting up a
My Services account, see page 4.
Phone
SERVICE
3-Way Calling
*66 Busy Redial
*72 Call Forwarding
Add a third party to your existing phone
conversation.
Busy Redial allows you to have your last
outbound call (must be to a local landline
number) automatically redialed by simply
pressing *66 when your first attempt reaches a
busy number. The system will monitor the busy
line you have called for 30 minutes. Once the
called party’s telephone line is available, you
will be notified with a distinctive ring. When you
answer your phone, the called party’s telephone
will ring and the call will be connected. During
this time, you can continue to use your phone to
make and receive calls.
Never miss a call. Forward or redirect your
phone calls to an alternate phone number
while you are away from home. To set up Call
Forwarding, press *72. When you hear the dial
tone again, dial the telephone number to which
you would like your calls forwarded. When the
call is answered, Call Forwarding is activated.
*67 Block Outbound Caller
To cancel Call Forwarding, press *73. While Call
Forwarding is active, your phone will ring once
as a reminder, but you cannot answer calls.
However, you can make outgoing calls.
1. On your existing call, press the FLASH button
or SWITCH HOOK. This will place your first
party on hold.
2.Upon hearing the recall dial tone (three
quick tones and then the dial tone), dial the
telephone number of your third party.
3.Press the FLASH button or SWITCH HOOK
again, and all three parties will be joined on
the call.
Enhanced 911
911 is the official national emergency number
in the United States and Canada. Dialing
911 quickly connects you to a Public Safety
Answering Point (PSAP) emergency dispatcher
trained to route your call to local emergency
medical, fire, and law enforcement agencies.
Enhanced 911 (or E911) takes this one step
further. E911, like that supported by Bright
House Networks, enables the dispatcher to
automatically identify the phone number and
address of the person who is calling. Moving
Phone modems without contacting Bright House
Networks may result in emergency services
going to the wrong address. Please notify
Bright House Networks before moving
your modem to a different address.
Block Outbound Caller keeps your phone number
from appearing on others’ Caller ID displays at
the time you call. Press *67, then the number
you want to call.
*69 Automatic Call Return
Automatic Call Return allows you to hear the
number of the last incoming call (to a local
landline number) by simply pressing *69. You
may also press 1 to automatically dial the last
incoming number and be connected to the
called party’s line.
To forward calls to a destination that does not
answer, repeat the Call Forwarding procedure
within two minutes of the first attempt. A
confirmation tone will indicate successful
activation.
*74 Speed Dial
With Speed Dial, you can program up to eight
of your most frequently dialed numbers per line
and dial them using a single digit. To program a
number, press *74. When you hear the stuttertone, select and press a speed dial digit (2-9).
Then enter the 10-digit telephone number you
want to save. To Speed Dial a number, press the
single digit (2-9) you selected for that number,
followed by #. The telephone number will be
automatically dialed for you.
P H O N E S E R V I C E | 35
Phone
SERVICE
*77 Anonymous Call Block
Community Service Numbers
Enhanced Directory Assistance
By activating this feature, you can block
unidentified calls for as long as you choose.
Incoming calls from unidentified callers including
those displayed as Anonymous or Private are
automatically rejected. Unidentified callers will
hear an announcement telling them to hang
up, release their Caller ID information and
then redial the number. *87 will turn off the
Anonymous Call Blocking feature.
211, 411, 611, 711 and 811
You have access to United Way (211), directory
assistance (411), Phone Service Customer Care
(611), hearing impaired (711), and call-before-youdig (811) information.
With Enhanced Directory Assistance, dial 411
and get movie listings, reverse number lookup,
Yellow Page category search, horoscopes,
lottery results, time, weather, sports scores,
driving directions, and more. The “per call” fee
for Enhanced Directory Assistance includes
automatic call completion.
Additional Charges Blocking
Additional Charges Blocking (ACB) restricts
outbound, fee-based calls, helping
to control unwanted charges. With ACB all
International, North American Numbering Plan
(NANP) offshore calls, Operator Assisted (0 &
0+), and Directory Assistance calls (including
International 411) will be blocked. This feature
must be requested through a Bright House
Customer Care professional who can be
reached by calling 611 from your Bright House
Networks Phone.
And, of course, Enhanced 911 (E911) for
emergencies. All other N11 services are provided
at no additional cost, with the exception of
directory assistance (411). You will incur peruse charges for directory assistance, however,
you will be given the option to have the number
automatically dialed for you at no extra charge.
For an additional low cost:
Second line
Adding a second line will allow you to have two
different phone lines from us with two different
phone numbers, all on a single bill. Second Line
service is available with Unlimited Nationwide
and will match the features you have on the
primary line.
211 Community Service Referral
Indianapolis
Avon
36
| PHONE SERVICE
211
Community
Resources
211
Community
Resources
Unlimited Directory Assistance
For one low monthly price, you can call
Directory Assistance (411) as much as you
want, eliminating the per-use charge for both
Enhanced Directory Assistance and Standard
Local and National Directory listings.
Voice Mail w/Enhanced Voice Mail
Never miss a call again. Voice Mail records
messages from people who call when you are
not available. In addition, Spanish Voice Mail is
an included feature with our Voice Mail service.
Enhanced Voice Mail is an exciting new option
for Phone customers that extends current Voice
Mail offerings to include Voice Mail-to-Text and
Voice Mail-to-Email.
Carmel
Marion
211
Community
Resources
211
Community
Resources
Phone
SERVICE
Phone Service Monitored
Home Security and Medical
Alert Systems
Voice Mail
Retrieving Voice Mail
Messages
Setting Up Voice Mail
Bright House Networks Phone Service is
compatible with most monitored medical alert
systems. We recommend that both you and your
medical alert company test the alert system
after your Phone installation.
1. From your home phone, dial *98.
All saved Voice Mail messages will be deleted
after 30 days from day received.
Our Phone Service has been designed to work
with monitored home security systems. It has
been tested and is compatible with a variety
of home security systems, and we highly
recommend that both you and your alarm
company test the alarm system after your Phone
Service installation.
Bright House Networks Phone is not a powered
service. During an electrical power outage or
a disruption to the cable network or facility,
your Phone Service, monitored security system,
medical alert system, and E911 service may not
be available.
For more information about powering
your phone in an outage, go to
brighthouse.com/phonebattery.
2. At the prompt, enter your temporary Personal
Identification Number (PIN) – the last four
digits of your phone number – then press #.
3. Select a new four-digit PIN and press #. To
verify your PIN, enter it again and press #.
4. Create a recording of your name, which will
be heard when retrieving and forwarding
messages. At the prompt, say your name and
press #. Press 1 to use the recording, press
2 to listen to the recording, or press 3 to
record your name again.
5. To create a Voice Mail greeting, say your
greeting at the prompt and press #. Press 1
to use the greeting, press 2 to listen to the
greeting or press 3 to record your greeting
again.
From your home phone
1. Dial *98.
2. Enter your PIN followed by #. (Note: If PIN
Skip has been enabled, you will not be
required to enter a PIN).
3. Press 1 to listen to Voice Mail messages.
Away from home
1. Dial your 10-DIGIT BRIGHT HOUSE
NETWORKS PHONE NUMBER.
2. When you hear your Voice Mail greeting,
press *5.
3. Enter your PIN followed by #.
4. Press 1 to listen to Voice Mail messages.
6. Hang up or press # to exit Voice Mail.
PHONE SERVICE
| 37
Phone
SERVICE
Using the Voice Mail access
number to retrieve Voice Mail
As an option, you can use the Voice Mail access
number when you are away from home.
1. Dial the Voice Mail access number,
317.810.9050 or Marion 765.206.8000.
2. At the prompt, enter your 10-DIGIT BRIGHT
HOUSE NETWORKS PHONE NUMBER, press
#. Enter PIN followed by #.
3. Press 1 to listen to Voice Mail messages.
Saving a Voice Mail Message
Once you have retrieved a message, you
have the option of saving it by pressing #
at the conclusion of the message. The next
message will begin immediately. Messages
will be saved for 30 days from day received.
You can save them permanently to your PC
or another device using Phone Online Tools at
brighthouse.com.
Forwarding a Voice Mail
Message
Rewinding a Voice Mail
Message
You can forward a Voice Mail message to
another Bright House Networks Phone
or Business Phone Voice Mail customer.
To rewind a message several seconds anytime
during message playback, press 7.
1. To forward a message, press 4 at the end
of the message.
Advancing a Voice Mail
Message
To advance a message several seconds during
message playback, press 9.
2. Enter the Bright House Networks Phone
customer’s 10-DIGIT PHONE NUMBER,
then press #.
3. The Voice Mail system will repeat the number.
Press # to confirm.
4. Forward the message:
Forwarding with a personal comment…
• Press 1.
• Record your message and press #.
Forwarding without a personal comment…
• Press 2.
5. Press 1 to forward the message.
38
| PHONE SERVICE
6. P
ress 1 to confirm that you want to forward the
message with the standard delivery options.
Replying to a Voice Mail
Message
You can only send a reply message to another
Bright House Networks Phone Voice Mail
customer.
1. To reply to a retrieved Voice Mail message,
press 2 at the conclusion of the message.
2. The Voice Mail system will prompt you to
ensure that you want to reply to the Voice
Mail message. When you hear the prompt,
press 2 again.
3. The Voice Mail system will ask you to record
your reply. Record your message after the
tone and press # when completed and ready
for delivery.
4. P
ress 1 to send the reply Voice Mail
message.
5. P
ress 1 again to confirm that you want to
send the reply message with the standard
delivery options. Your reply message will be
sent to the original caller.
Erasing a Voice Mail Message
Once you have retrieved a message, you have
the option to erase it by immediately pressing
3 at the conclusion of the message.
Phone
SERVICE
Retrieving Accidentally Erased
Voice Mail Messages
A deleted message can only be retrieved during
the same home phone Voice Mail session.
1. If you have accidentally erased a Voice
Mail message, press *7 to back up to
the previous message until you reach the
message you deleted. If you are in the main
menu, press 1 to listen to your
saved messages. The system identifies
the message as deleted.
2. A
fter listening to the previously deleted
message, you can manage it as described
by the Voice Mail system, or re-save the
message by pressing #.
PIN Skip & *98
Turning PIN Skip on or off:
Enhanced Voice Mail
1. Access your mailbox and press 4 from the
main menu.
Bright House Networks Phone Service now
offers Enhanced Voice Mail, an exciting new
feature to make your life easier. Enhanced
Voice Mail lets you manage your home phone
messages on your computer, laptop, and most
mobile devices, from anywhere.
2. P
ress 3 from the mailbox administration
menu.
3. Press 2 to change your settings.
4. Press 2 to access the PIN Skip menu.
5. Press 1 to turn PIN Skip on or off.
Now, when you dial into your Voice Mail from your
home, you will be connected to your messages
without having to enter any other numbers.
Using *98: Once you have set up PIN Skip, you
may simply dial *98 from your home phone to
instantly access the Voice Mail system. With
this feature, you can review new and saved
messages.
Accessing your Voice Mail from your phone is
now faster and easier than before with PIN
Skip and *98 features. With these features
activated, you reduce the number of key entries
required when checking messages from your
home phone.
Activating Spanish
Voice Mail Prompts
PIN Skip allows you to access your mailbox
without having to enter your PIN. You can enable
the PIN skip feature only when you dial your
mailbox from your home phone. The PIN skip
feature is also only available when you have
turned on the feature.
2. Press *4 for Mailbox Settings.
Activate Spanish Voice Mail prompts by logging
in to your Voice Mail account and:
1. Press 0 (for additional options).
3. Press 0 (for additional options).
4. Press *4 to change language.
5. Press 2 for Spanish.
To change back to English Voice Mail prompts,
follow steps 1–4, then press 1 for English.
With Enhanced Voice Mail you can:
• Read your voice mail as a text on your
smartphone, or an email on your computer
or laptop.
• Listen to your messages via an audio email
attachment on your smartphone, computer,
or laptop.
• Easily choose which messages to listen to or
read first, and which can wait.
• Respond to or forward your voice mail from
your computer, laptop, or smartphone.
When you have the Voice Mail feature as part
of your Bright House Networks Phone package,
you can automatically access Enhanced Voice
Mail through your My Services account. Simply
log in to My Services and click on the Voice Mail
page. There will be a Voice Mail Delivery Options
tab which will allow you to activate or deactivate
Enhanced Voice Mail. From here you can also
select your email or mobile delivery options.
To learn more about setting up a My Services
account, see page 4.
P H O N E S E R V I C E | 39
Phone
SERVICE
Easy Gadget Makes
Phone Service Easier!
The Easy Gadget app is a great way to manage
your home Phone Service remotely from most
mobile devices or any computer. It’s available
exclusively to Bright House customers with
Phone and Internet Services, at no additional
charge. Easy Gadget lets you view call history,
receive call alerts, listen to your Bright House
Networks Voice Mail, use Visual Voice Mail,
forward calls from your home phone to another
phone, plus:
• Send and receive free, unlimited texts to
mobile phones throughout the U.S. from your
home phone number—no text messaging plan
required!
• Search for a business phone number; then
click to call a listing, add a listing to your
contacts, and even get directions.
• Easily access apps that let you enjoy TV
in more places using your select wireless
devices.
Download Easy Gadget to your mobile device.
1.To install Easy Gadget on the iPhone, iPad or
iPod Touch, visit your App Store and download
Easy Gadget.
2.To install Easy Gadget on an Android phone,
visit the Android Market (Google Play) on your
device and download Easy Gadget.
3. In order to use Easy Gadget on your mobile
device, you’ll need to register for Easy Gadget
through Bright House Networks My Services.
If you are already using Easy Gadget on a
PC or MAC, you can begin using Easy Gadget
on your mobile device right away. A link to
this site is provided in Easy Gadget once
you download the app from the App Store or
Google Play.
4.Note – to complete the creation of a secure
My Services login, have your account number
and customer code located on your Bright
House Networks bill and your email account
available.
5.Once you register, you will be presented with
the End User License Agreement for Easy
Gadget. Click on Agree at the bottom of the
Agreement in order to proceed to use Easy
Gadget on your mobile device.
6.NOTE: For iOS users, you must have iPhone
Notifications turned ON for Easy Gadget in
order to log in the first time. This option is
presented during the app installation and it
should be Accepted.
To use Easy Gadget on a computer:
1.Open Easy Gadget from your desktop shortcut
or through your programs list.
2.On the Easy Gadget log in screen, enter your
My Services username and password.
3.Enter the phone number, including the area
code, of the line you want to begin monitoring.
4.For added convenience, you can select the Remember Login check box.
5.Click Log in.
You can download the Easy Gadget app at the
Bright House Networks App Center at
brighthouse.com/myservices or from the
App Store.
40
| PHONE SERVICE
Apple and the Apple logo are trademarks of Apple Inc. Android is a trademark of Google Inc.
Phone
SERVICE
Online Tools
for Your
Phone Service
Getting Started
Voice Mail Inbox
Creating your online account
Playing your Voice Mail messages
1. Go to brighthouse.com. Click on
MY SERVICES on the home page.
From there, click on REGISTER.
Follow the on-screen instructions.
1. Use your mouse to click on the LISTEN/SAVE
icon to listen to your Voice Mail messages.
2. A prompt will ask if you want to open or save
your messages.
3. Choose OPEN to play your message.
4. A screen with your media playback application
will pop up to play your message.
For Customers with
Voice Mail Service:
With Online Tools, you can check your Voice
Mail online, manage your Voice Mail messages,
and even organize them the way you want. You
must complete the initial Voice Mail setup via
your home phone before you can utilize the
Online Tools.
2. Make sure you have a popular media playback application like Quick Time, WinAmp or
RealPlayer on your computer.
3. Once logged into Online Tools, click the
link that says MY VOICE MAIL on the left
side panel.
Saving messages
1. Use your mouse to click on the LISTEN/
SAVE icon.
2. A prompt will ask if you want to open or save
your messages.
3. Click on SAVE and store your message on
your computer.
PHONE SERVICE
| 41
Phone
SERVICE
Deleting messages
1. Click on the DELETE icon to delete messages.
2. C
hoose YES to delete your message
or CANCEL to return to your messages.
Organizing your messages
Voice Mail Settings
1. Click the top of any column. You can arrange
your messages in the order they were
recorded, by their duration, by caller, and even
by importance level.
Setting up a PIN Skip feature so you don’t have
to remember your PIN
1. Click on the Voice Mail Settings tab.
2. Once you click on the top of any column, your
messages will appear in the order you have
selected.
2. Choose to turn your PIN Skip On or Off.
Creating space for your messages
Resetting your PIN
1. Your Online Tools will hold up to 40 minutes
of Voice Mail messages.
1. Click on Voice Mail Settings tab.
2. Check how much time you have remaining
at the top of the screen.
3. Confirm your new PIN.
3. If your mailbox gets too full, simply delete
messages to free some space.
3. Click CHANGE.
2. Enter your new PIN.
4. Click CHANGE.
Changing the language of your Voice Mail
prompts from the Voice Mail settings tab
1. Click on Voice Mail Settings tab.
Viewing your newest messages
1. A
ll new Voice Mail messages will be seen
in bold font.
2. If you are already logged on, just click
REFRESH and all new messages will
appear in bold font.
42
| PHONE SERVICE
2. C
hoose ENGLISH to hear your prompts in
English.
3. C
hoose SPANISH to hear your prompts in
Spanish.
4. Click CHANGE.
Phone
SERVICE
Selective Call Forwarding
Customer Care Settings
With this feature, you can select specific
incoming calls to be forwarded, while other
calls not selected will ring to your main number.
You’ll find this feature under Call Forwarding in
the Phone Features tab. Here you’ll be able to
create a list of numbers to be forwarded to the
number of your choosing.
Use the Customer Care tab to:
• Find answers to frequently asked questions
about Online Tools.
• Contact Bright House Networks for any
assistance.
• Take a tour of the Online Tools site for a stepby-step guide to all the features available.
Selective Call Blocking
Unconditional Call Forwarding
Now you can remotely forward all incoming calls
to another telephone number of your choosing,
and then cancel the forwarding when you’re
ready, all from your computer. This is the same
as dialing *72 or *73 from your home phone
handset. From your My Services account,
SELECT Phone Features tab under the Phone
section and follow the prompts under Call
Forwarding/Unconditional Call Forwarding. To
learn more about setting up a My Services
account, see page 4.
This feature allows you to create a particular
list of phone numbers to block so if a caller from
one of these “blocked numbers” attempts to
call, they will be directed to an announcement
stating their call is not being accepted and your
home phone will not ring. All other inbound
calls not on the selective list will ring to your
main number. SELECT Selective Call Blocking
under Phone Features and follow the prompts to
create your list.
P H O N E S E R V I C E | 43
Phone
SERVICE
Frequently Asked Questions
oes Bright House Networks Phone Service support Enhanced 911
D
emergency services?
es, Bright House Networks supports Enhanced 911 (E911), which is
Y
designed to give emergency operators the exact location from which
calls originate. Because Bright House Networks Phone Service accesses
the official 911 network, emergency calls are routed to the proper
local public safety dispatcher.
ill I be able to use my new Bright House Networks Phone modem
W
to access the Internet and talk on the phone at the same time?
Yes!
Will my Phone Service work during an electrical power outage?
F or information about powering your phone in an outage,
go to brighthouse.com/phonebattery.
44
| PHONE SERVICE
Can I take my phone number with me if I move?
Each situation will be reviewed at the time of request based on
where you’re moving and whether it is within our serviceable area.
If I move, can I take the Bright House Networks Phone modem
with me?
No. A Bright House Networks technician must reinstall Bright House
Networks Phone Service in your new home. We will also need to update
our records with your new address for Enhanced 911 to work properly.
Moving your modem from the original service address without notifying
us could result in emergency services being dispatched to the wrong
location.
Phone
SERVICE
Is there a way I can block outbound fee-based calls?
Yes. Additional Charge Blocking (ACB) allows outbound, fee-based calls
to be blocked. Dial 611 to speak with a Customer Care professional and
request that ACB be added to your account. Once ACB is added to your
account, all International Long Distance, North American Numbering Plan
(NANP) offshore, Operator Assisted (0 & 0+) and Directory Assistance
calls (411) will be blocked.
Where can I view billable call details?
You can view current and past billable call details at any time at
brighthouse.com from the My Services page. Click Review Call Details
and select the date under Current Billing Period, or click any of the
12 previous bills for review.
ow many phone lines can I have with my Bright House Networks
H
Phone Service?
Currently, you can have a total of two phone lines.
an I use my existing telephones with Bright House Networks
C
Phone Service?
Yes, Bright House Networks Phone Service works with your existing
telephones. Any standard telephone works with this service, as well as
most answering machines, fax machines, and caller ID displays. You may
choose to have any or all of your home’s telephone outlets connected to
the same Bright House Networks phone number.
ill my alarm system or my monitored medical alert system work with
W
Bright House Networks Phone Service?
Yes, Bright House Networks Phone Service is compatible with most
alarm systems and monitored medical alert systems. To ensure your
satisfaction, we recommend that both you and your system provider test
the system after installation.
Can I make international calls with Bright House Networks Phone
Service?
es, you can make international calls with Bright House Networks Phone
Y
Service. Dial as you normally would. Example: 011 + country code +
city code + the number of the person or company you are trying to call.
Our Nationwide plan includes FREE calls to the U.S., Puerto Rico, and
Canada. International plans are also available. Visit brighthouse.com for
a list of competitive international long distance pricing.
Does Bright House Networks offer complimentary Directory Assistance
for the visually impaired?
Yes, we are happy to provide complimentary Directory Assistance
for those certified visually impaired by a doctor. For additional
information, please contact Customer Care by dialing 611, or visit
http://brighthouse.com/static/documents/cdas.pdf to print a form that
you can mail to Bright House Networks.
PHONE SERVICE
| 45
Phone
SERVICE
Will I have Directory Assistance?
Can I use a 10.10 number to call internationally?
Yes. We provide local (411) and National Directory Assistance with
Call Completion, as well as international Directory Assistance. A per-use
charge will apply.
o. At this time, Bright House Networks does not support 10.10 dial
N
around numbers. Calling cards may be used to place international long
distance calls.
With Enhanced Directory Assistance, you can get movie listings, reverse
number lookup, category (Yellow Page) search, horoscopes, lottery
results, time, weather, sports scores, driving directions, and more.
Simply dial 411. Enhanced Directory Assistance does have a “per call”
cost.
Why am I still receiving bills from my former phone company?
With Unlimited Directory Assistance, you don’t worry about how much
you and your family call 411. For one low monthly price, you can dial 411
as much as you like. There will be no per-use charge for both Enhanced
Directory Assistance and Standard Local and National Directory listings.
Unlimited Directory Assistance is available to Unlimited Nationwide
calling plan customers only.
How soon should I set up my Voice Mail?
Is Bright House Networks Phone Voice Mail service available in
Spanish?
Can I make 1.900 calls, 1.976 calls, or accept collect calls?
Yes. All customers have the ability to select which language (English or
Spanish) prompts they would like to hear when they retrieve Voice Mail.
With Enhanced Voice Mail, how quickly will my home Bright House
Networks Phone Voice Mail be delivered to my computer, laptop, or
smartphone?
You may have switched service during the middle of your billing cycle
with your former phone company. If this is the case, the carrier will
send you a bill for the last days you had service in order to close
your account.
Voice Mail should be set up within the first 90 days, following the
instructions on page 37. Customers who wait more than 90 days to set
up their Voice Mail will need to contact Bright House Networks as the
first step before following the Voice Mail setup instructions.
No. These services are not available at this time.
our phone messages will be delivered to you remotely within minutes of
Y
the caller leaving his/her voice mail, so you’ll be able to read or listen to
your messages right away.
46
| PHONE SERVICE
Phone
SERVICE
With Enhanced Voice Mail, how exact is Voice Mail-to-Text?
Can I use Easy Gadget on more than one phone line?
oice Mail-to-Text is a fully automated service; the audio recording is
V
transcribed into text form and is sent to you securely and privately. While
automation ensures privacy of your messages, background noise on the
message may interfere with the automated transcription’s recognition of
words or phrases.
Easy Gadget gives you the capability to monitor all of your home phone
lines. To monitor a second phone line, all you have to do is close out the
application on the current line you are managing, then login and select
the second line you’d like to begin monitoring. It’s also possible to set
up separate computers to monitor different phone lines.
With Enhanced Voice Mail, are there text messaging charges?
ow does Easy Gadget alert you when a call is coming in to your
H
Bright House Networks phone?
right House Networks does not charge for text messages to mobile
B
phones. You should review the text messaging plan you have with your
mobile provider to see if they charge for text messaging.
I have a second line with my Bright House Networks Phone Service;
can I get Enhanced Voice Mail on that too?
You will receive an on-screen alert on your computer to notify you when
there’s a call to your Bright House Networks phone. With an iPhone or
iPad, the Easy Gadget app icon on the device’s home screen will display
an alert indicating the number of new calls along with an audio alert.
Yes, Enhanced Voice Mail will work on both lines. Simply set your delivery
options via your My Services account separately for each line.
Is my Easy Gadget iPhone app synched with Easy Gadget on my
computer?
Can I use Easy Gadget on more than one device?
Easy Gadget is convenient and easy to use on any number of your
household’s computers, laptops, or other mobile devices. You can
use Easy Gadget at home, at the office, while traveling, or out running
errands.
Yes, Easy Gadget will do everything on your PC or Mac that it does
on your iPhone or iPad. You’ll be able to view all calls, voice mail, and
contacts for your home phone on all devices at the same time. Plus, all
changes to call history, contacts, voice mail, call forwarding settings, and
caller ID to mobile settings are instantly accessible anytime from any of
your devices.
Looking for more tips? Visit brighthouse.com/howto to get more
out of your Bright House services.
PHONE SERVICE
| 47
Phone
SERVICE
Troubleshooting Tips
Trouble
Loss of dial tone
Experiencing issues sending a fax
Cause/Action
Press and hold the reset button located on the back of the modem for 30 seconds.
Wait one minute then check for dial tone.
Listen to and delete any unheard Voice Mail messages, then try to send or receive your
fax again.
Experiencing problems receiving Caller ID
information
Try unplugging your phone or Caller ID device for 30 seconds, then reconnect the power.
Your default PIN is set to the last four digits
of your Bright House Networks phone number
After you have logged in to the Voice Mail system successfully for the first time, you
will be prompted to change your PIN during the initial Voice Mail setup.
If your traditional answering machine is
recording your messages instead of your
Bright House Networks Voice Mail
Make sure your traditional answering machine is not answering calls prior to your Bright House
Voice Mail picking up. You may need to disconnect your answering machine or change the
number of rings on it to let your Bright House Voice Mail service pick up first.
Voice Mail-to-Email messages are not coming
through to your inbox
Make sure noreplyvm@brighthouse.com is not being blocked by your spam filter. You may also
want to check that your inbox isn’t too full. Voice mail files delivered as attachments can be very
large files for long messages. You may have to delete some of your old email messages to make
room for new ones.
If you are not receiving your Voice Mail-to-Text
messages
Check to make sure you entered the correct mobile phone number and selected the correct
mobile provider from the list in Mobile Delivery Options. If you indicated the correct information
and it still doesn’t work, call Bright House Networks at 1.855.222.0102 or simply dial 611 from
your Bright House phone to speak with a representative from Customer Care.
Note: At times, an electrical power fluctuation can cause you to lose your cable Internet connection.
Also, if at anytime a cable is disconnected while the equipment is powered on, you will have to power cycle the modem and router.
48
| PHONE SERVICE
Internet
SERVICE
Internet
SERVICE
Get Connected With
Internet Service
Our Internet Service offers a choice of speeds to meet your needs.
Whether you want a basic service for simple tasks and daily email, or an
Internet service that uses wideband technology for superfast downloads
and the capability to host multiple online users at the same time, Bright
House delivers. And with Wireless Home Networking, you’ll be able to keep
all your computers and mobile devices connected anywhere in your home
through one single Internet connection.
• Speeds up to 60 or 90 Mbps
• Free installation of Wireless Home Networking included
• Lightning 90 features upload speeds up to 10 Mbps and
includes Wireless Home Networking service
• Great for multi-user, multi-tasking households, streaming
movies, and virtually lag-free gaming
Lightning 30 Internet
•Internet speeds to meet your needs
• Speeds up to 30 Mbps
•Wireless Home Networking available
• 25 email accounts
•Customers with our Standard Internet or faster enjoy FREE access to
Bright House Networks WiFi™ and Cable WiFi™ HotSpots nationwide
• Up to 5GB email storage
•Family Protection and Parental Controls
•No fee or penalty to change level of service
•No annual contract to sign
•24/7 Customer Care
•Free service calls seven days a week
|
Lightning 60 or 90 Internet
Benefits
•Free advanced features like spam blocker, personal firewall and
anti-virus protection
50
Choose the One That’s Right for You
INTERNET
• Enhance your Internet experience with turbo-fast speeds
that make gaming and downloading more enjoyable
Standard Internet
• Speeds up to 10 Mbps
• 10 email accounts
• Up to 2GB email storage
• Internet service that delivers the speed you need for
accelerated online shopping, browsing, and emailing on a
regular basis
Internet
SERVICE
Wireless Home
Networking
Securing
Your Network
When you have Lightning 60 Internet, Wireless
Home Networking installation is included as
part of your package. With Lightning 90, both
Wireless Home Networking installation and the
monthly service is free. There is a low monthly
fee for use of the Lightning modem.
McAfee® AntiVirus and
Family Protection
Wireless Home Networking allows you to
connect wirelessly to the Internet through a
special wireless router (with Lightning Internet,
the wireless capability is in the modem) so
you can reach the Internet on your computer,
laptop or mobile device from almost anywhere
in your home – even from your front porch or
back patio.
Simply call Bright House Networks Customer
Care at 1.855.222.0102 or schedule a service
call through your My Services account and we’ll
set up your Wireless Home Networking service
for you. It’s that easy.
Bright House Networks Internet customers get
computer protection with award-winning McAfee
AntiVirus and Family Protection. This essential
security software keeps your family’s digital life
safe, and it’s FREE. It provides comprehensive
protection against viruses, hackers, identity
theft, spyware, spam, offensive websites,
and other online threats that can jeopardize
your privacy, your data, and your computer’s
performance.
Your FREE McAfee
AntiVirus and Family
Protection comes with:
• Anti-Virus
• USB and removable drive scan
• Pre-install scan
• Family Protection and parental controls
The minimum system
requirements for
McAfee AntiVirus are:
For Windows
• Windows XP (32-bit with Service Pack 2
(SP2) or higher/Windows Vista (32-bit or
64-bit), or Windows 7 (32-bit or 64-bit)
• 1 GHz processor or higher
• 200MB of available free drive space
• 256MB RAM memory or higher for Windows
XP (512MB recommended), 512MB RAM for
Vista/Windows 7 (2GB recommended)
• 800 x 600 or higher screen resolution
• Microsoft Internet Explorer 7.0 or later.
Optional: Mozilla Firefox 3.5 or later
• Anti-Spyware
• Anti-Malware
• Real-time safeguards with McAfee Active
Protection
• Exclusive anti-bot protection
McAfee, the McAfee logo, and McAfee AntiVirus are trademarks or registered trademarks of McAfee, Inc. in the United States and other countries.
INTERNET
| 51
Internet
SERVICE
The minimum system
requirements for McAfee
Family Protection are:
For Windows
•Microsoft Windows XP, Vista (32-bit or 64-bit),
Windows 7
•Pentium II 233 MHz or faster
•10MB free hard disk space
•256MB of RAM memory
•1024 x 768 or higher screen resolution
It’s easy to download your new FREE McAfee
AntiVirus and Family Protection software. But
first, we recommend you check to make sure
your computer meets the minimum system
requirements as well as uninstall any other
security software products or programs you
may have on your system. Then follow these
steps:
•Go to rr.com/security
•Click on the Register Now link for the free
versions of McAfee AntiVirus and McAfee
Family Protection.
•Enter your Road Runner® email account
information, then click Download Now.
52
| INTERNET
• Click Download below the product(s) you
want to download and install. You can
choose one or both.
• Next, you will be asked to accept the terms
of the McAfee End User License Agreement.
You can do so by clicking on I Agree.
• The free Security Download Instructions page
will appear. Click Download and follow the
instruction prompts.
•Once the McAfee AntiVirus download is
complete, you’ll have the option to install your
new McAfee security software immediately. We
recommend you choose Complete and then
click Next to start the installation process.
When the installation is complete, click Finish.
• Once the McAfee Family Protection
download is complete, double-click the file
to open it, then click Next to continue.
Stay Up to Date
Security threats to your computer don’t take
vacations. In addition to downloading McAfee
AntiVirus and Family Protection on your
computer, you’ll also want to stay up to date
on the latest patches and security updates
available to protect your computer’s operating
system. Microsoft and Apple both have
websites where you can download and install
the latest security updates and patches:
• http://windowsupdate.microsoft.com
• www.apple.com/support/downloads
For more information about McAfee AntiVirus
and Family Protection, visit rr.com/security for
its Security Advisor section, or bhnsc.com to
search Frequently Asked Questions about your
Bright House Networks Internet security.
• You will be asked to accept the terms of the
McAfee End User License Agreement. You
can do so by clicking on I accept the terms
of the license agreement, then click Next.
• Click Install. Once the installation is
complete, click Finish.
• You’ll be asked to register your McAfee
Family Protection software. Create a
username using your email address and
a password. Remember to write down and
save this information in a safe place.
• Click Login to complete the process,
and you’re done!
For even more PC protection, consider
adding McAfee Total Protection. Find
out more at rr.com/security.
Road Runner and related indicia are ™ and © Warner Bros. Entertainment Inc. (s14)
Internet
SERVICE
Browser
Email
Your Internet Service works with all the latest
browsers on the web, such as Internet Explorer,
Firefox, and Safari, so you can choose which
one you want to use.
When you have Internet from Bright House
Networks, you can set up your email through
an email client account such as Outlook or
Mac Mail on your home computer, or through
a web-based email account such as Gmail,
Yahoo, Mobile Me, or Bright House Networks
Road Runner Web Mail, and have the option to
get your email from your home computer and
any of your mobile devices.
Your Bright House
Road Runner® Home Page
The Road Runner home page (www.rr.com)
is your portal to the latest news, sports,
entertainment, games, music, videos, and all
the great benefits that are available to Bright
House Networks customers. It is also where
you can access your Web Mail – so you can
check your email when you’re away from your
home connection.
With your Bright House Networks email:
• There is one master account per household,
usually in the name of the bill payer.
• Master account emails are configured
automatically and cannot be changed by the
customer once activated.
• Sub accounts can also be created with
unique email addresses and separate
access screens.
For do-it-yourselfers, to set up your email, you’ll
need to know:
• Incoming (POP3) mail server address is
pop-server.indy.rr.com
• Incoming port is 110
• Outgoing (SMTP) mail server address is
smtp-server.indy.rr.com
• Outgoing port is 25
SMTP Authentication
SMTP Authentication protects your email
account and your computer by ensuring
that only authorized users are utilizing the
appropriate SMTP e-mail servers. SMTP
Authentication allows you to authenticate
yourself using your email address and
password before your mail is accepted by
our Mail servers. It is used to verify that the
sender of mail is in fact a legitimate user and
not a spammer. SMTP authentication is an
important step in reducing spam.
Road Runner and related indicia are ™ and © Warner Bros. Entertainment Inc. (s14)
INTERNET
| 53
Internet
SERVICE
Using Email
To compose and send
a message:
To access your Web Mail:
• Click the Compose button.
•Go to rr.com in your Internet browser.
•Select the Mail button from the menu.
•Enter your email username and password,
then click Log in.
• Type your message in the main window.
• Select the parent folder from the Into Parent
menu where you would like the folder to reside.
• Select a Priority for your message – low,
normal or high.
•Create a new contact or contact group.
• You can also Save Draft or Spell Check your
message.
•Import an address book from another
source.
All you have to do for any of the actions listed
above is follow the prompts in your Web Mail
address book menu; they’ll walk you through
the easy steps. The address book is
automatically sorted alphabetically but you
can sort your contacts by name, company,
email/description, or nickname.
54
• Click the New Folder button.
• You can select Save a Copy to save a copy
in your Sent Mail folder, or Request Return
Receipt if you want confirmation that your
email was opened and read.
•Send a message from the address book.
| INTERNET
• Click the Manage Folders link in the
left-hand column of the page.
• Click the To, CC or BCC buttons to activate
the Addresses window or type the recipient’s
email address.
Web Mail provides an
address book which gives
you the ability to:
•Search for a contact or contact group.
To create a folder:
• Activate text formatting options by clicking
Rich Text Editor.
• Click Add Attachment to include an
attachment in your email.
• Click Send.
Web Mail also allows you to create folders
to organize your email correspondence. You
can rename or delete a folder by selecting
the appropriate icon from the folder page.
This page also displays the number of unread
emails in each folder, the total number of
emails in each folder, and the storage used by
each folder.
• Type the new folder’s name in the Folder
Name field.
• Click OK.
For customer support and easy to follow
information about using your email, you can
visit selfcare.rr.com (you will need to enter
your Bright House Networks Email Address and
Password) and find out how to:
• Manage your Bright House Networks
username/email accounts.
• Create and/or delete additional usernames/
email accounts.
• Change passwords for the master account
as well as additional usernames/email
accounts.
• Use Mail features and settings available,
such as Return Receipts, Mail Forwarding,
Privacy - Image Blocker when viewing HTML
messages, Spell Check, and lots more.
Internet
SERVICE
Blocking Mail:
Configuring Junk Mail:
Virus Filtering:
•Click Settings.
• Click Settings.
•Under Customize Mailbox options, click the
Allow and Block Messages Options link.
• Under Customize Mailbox options, click the
Junk Mail Options link.
•Click on Advanced Block Senders in the
Enable Blocking section to turn message
block on.
• Select a Filtering Action. You can choose
one of the following:
• We scan all inbound web mail messages
and attachments for potential viruses. When
a virus is detected, the system attempts to
clean the attachment. If successful, you will
receive a new message from our mail system
notifying you that a virus was detected and
removed.
•List the senders and domains you want to
block in the Blocked Senders and Domains
field.
•List the senders and domains you want to
allow in the Allowed Senders and Domains
field.
•Choose an option in the Blocked Mail
Actions section.
•Click OK. Emails from blocked senders go
directly into your Trash folder.
Deliver the email – all mail will be
delivered to your inbox.
Prefix the email subject with “SPAM”
and deliver – mail identified as spam will
be marked as spam within the header
and delivered to your inbox.
Place the email in the Junk Mail folder –
mail identified as spam will be delivered
to the Junk Mail folder and deleted after
seven days if not removed.
Delete the email – mail identified as
spam will be automatically deleted.
Click OK.
• The original email will be attached to this
system-generated message along with the
cleaned file attachments.
• If the system is unable to remove the virus,
you will receive a system-generated message
notifying you that a virus was detected in the
original email and that the file attachment
was deleted. The text of the original email
will appear as an attachment to this systemgenerated message.
If you have forgotten your email password,
go to http://pt.rr.com and follow the steps
listed under “Reset Password.”
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| 55
Internet
SERVICE
Email Security
Parental Controls
Web Mail provides a secure and safe email exchange. The login screen
for your Web Mail will use https, a secure form of http, so when your
email username and password are sent over the Internet, they will be
encrypted and protected.
Our Web Mail includes a Parental Controls feature that allows you to
keep watch on what’s coming into your children’s mailboxes as well as
what’s going out. Incoming email addresses, senders, and domains can
be blocked or allowed, with blocked email either completely deleted or
forwarded to the master account. Plus, you can turn on/off Parental
Controls at your discretion.
With our Web Mail, you can filter incoming and outgoing mail based on the
header, the sender, and the size of the message. Outgoing mail can also be
filtered by the number of recipients. You can block certain email addresses
so you don’t receive unwanted email. And you can automatically delete,
file, or mark junk mail before it reaches your Inbox. Plus, all incoming and
outgoing mail is scanned for viruses and spam to make sure you get what
you want and keep out what you don’t want.
Setting Mail Filters:
•Click Settings.
•Under Customize Mailbox options, click the Filters Options link.
To set up Parental Controls:
• Click Settings tab on your Web Mail Inbox.
• Under Manage Mailbox Settings, click the Manage Parental Controls
link.
•Click the Create New Filter button.
• Follow the prompts on the page to define the parameters of Parental
Control.
•Define the filter by entering the following information:
• Click OK.
Filter Name – what you want to call the filter.
Action – what you want to do with the messages being filtered,
e.g., discard it, move it to a new or existing folder, or forward it to
an email address.
Filter – what you want the filter to look for. You can have more
than one filter line. To add a line, click the Add Operation link.
To remove a line, click the Remove link next to the line you want
to remove.
Click OK. Filters can take up to 30 minutes before they become
effective.
56
The master account sets the Parental Controls for all sub accounts
where Parental Controls have been activated. Once these controls are
set, the sub account is not able to override them.
| INTERNET
To turn on/off Parental Controls:
• Click Settings.
• Under Manage Mailbox Settings, click the Manage Mailbox Accounts
link.
• Select the Email Address for the Mailbox you want to edit.
• Click the ON or OFF button in the Parental Control field.
• Click OK.
Internet
SERVICE
Connecting Your
Computer and Modem
Via Ethernet
•Shut down your computer.
•Connect the cable coax line that is dedicated to your cable modem to
the cable connector on the cable modem.
•Ethernet – once the cable coax line has been connected to the cable
modem, plug one end of the Ethernet cable into the Ethernet port of
the Ethernet card in your computer. Once the Ethernet cable has been
connected to your Ethernet card, connect the other end of the cable to
the Ethernet jack on the back of the cable modem.
Via USB
• Once the cable coax line has been connected to the cable modem,
plug one end of the USB cable into the USB port on the cable modem.
Connect the other end of the USB cable into the USB port on the back
of your computer.
• Once the Ethernet/USB cable has been connected between the cable
modem and the computer, plug the power cord into the modem and
your power outlet.
• Turn your computer on.
Connect your computer with a router:
• Before you do anything else, be sure to unplug the power going to
your router.
What is an Ethernet cable?
• Then, connect the cable coax line that is dedicated to your cable
modem to the cable connector on the cable modem.
An Ethernet cable, also called a category 5 (Cat 5) cable,
carries the broadband signals between your modem, router,
computer, and other wired Internet-capable devices.
• Next, plug one end of the USB or Ethernet cable into the back of the
router in the WAN port.
What is a router?
A router splits the Internet signal between Internet-enabled
devices, such as your computer, laptop, and mobile device.
• Connect the other end of the cable to the USB/Ethernet jack on the
back of the cable modem.
• Once the cable modem and router are connected together, take a
USB/Ethernet cable and connect it from PC 1 to port 1 on the router.
• When the USB/Ethernet connections are done, plug the power cord
into the modem, wait 30 seconds, then connect the power for the
router.
INTERNET
| 57
Internet
SERVICE
Frequently Asked Questions
How easy is it to set up my Wireless Home Networking?
Will I be provided with a static or dynamic IP address?
It’s as simple as calling our Customer Care at 1.855.222.0102 or
logging in to your My Services and scheduling a service call. Bright
House Networks schedules service calls seven days a week. We will
supply you with a wireless router and a Bright House technician will do
the installation. This includes checking to see that all of your printers
and other equipment affected by the wireless network are working
properly.
Bright House Networks Internet residential customers receive
a dynamic IP address. You have the option to add additional IP
addresses if needed. Please contact Bright House Networks if
you require a static IP address.
How can I tell if my wireless home network is secure?
There are several ways to check to see if your wireless home network
is secure. The steps you need to follow will depend on your computer’s
operating system. Visit help.rr.com for step-by-step instructions on
specific operating systems.
Does Wireless Home Networking protect the connected computer’s
files against virus intrusion?
Customers will need virus protection software, such as the free
McAfee AntiVirus and Family Protection that is available with
Internet Service, to protect their systems from viruses, spyware,
spam, and other threats.
Can I connect other equipment to the Wireless Home Network?
Yes, you can connect your printer, scanners, and other compatible
devices to the wireless network. This includes both Mac and PC
products.
58
| INTERNET
Do I need to worry about virus scans?
It’s also a good idea to run a virus scan from time to time, as an
additional precaution to your FREE McAfee AntiVirus and Family
Protection software. It’s certainly a good first step if you have a new
computer. You can run a virus scan before you download your McAfee
AntiVirus and Family Protection software or any time afterwards. There
are plenty of online anti-virus scanners available. Choose one that’s
right for your system.
Where can I find more information on Internet security?
When you have Bright House Networks Internet, you have access to
bhnsc.com where you can find more information about your Internet
Service as well as how to fight spam and viruses.
I’m an EarthLink Internet customer. Where can I access online
support and information?
You can access the EarthLink main home page at earthlink.net.
Access your EarthLink web mail at https://webmail.earthlink.net.
Plus, Technical Support is always a simple phone call away. Just call
1.800.817.5508.
Internet
SERVICE
Troubleshooting Tips
Trouble
Cause/Action
• Check to be sure all your cable modem hardware connections are snug. Occasionally, these
connections will loosen, or even be disconnected during cleaning or some other activity.
You’ll also want to check the coaxial cable connections at the wall and at the back of the
cable modem. Check the Ethernet cable, which looks similar to a phone line, and make sure
it is securely connected to the back of the computer and the cable modem. If any of these
connections are loose, secure them firmly back into their connectors.
Problems with your Internet connections
• If all your cables are secure and your connection has not been restored, you should unplug
the modem’s power cord from the wall outlet and wait one to two minutes. After this time,
reconnect the power to your cable modem.
• CAUTION - If you need to disconnect your cable modem from the coaxial cable, you should
unplug the modem from the power source first to avoid possible damage to the modem.
• If none of the previous steps restore your connectivity, you should power down and restart your
computer. If you still do not have connectivity, please contact Customer Care.
Experiencing problems with your TV Service or Internet connection?
Call Customer Care at 1.855.222.0102
INTERNET
| 59
Customer Statement Information
Contact Information:
How to reach us, anytime, by phone
or online.
Amount Due:
This is the amount that is
currently due for payment.
Previous Balance and Payments:
What you have paid and what you
may owe.
Taxes and Fees:
Mandatory regulatory
taxes and fees.
Page 2 of 2
Service Period:
Billed in advance
of services.
Account Information:
Your service address,
account number, and
customer code.
Current Month:
Summary of all payments
and charges.
Service Period
Due Date
06/29 - 07/28
07/13/13
Important Messages:
Things you need to know about
your service.
Amount Due
$XXX.XX
Account Information
Contact Us
Service Address:
Account Number:
JOHN SMITH
XXXXXXXXXX-XX
1234 MAIN ST.
ANYTOWN, USA 12345-1234 Customer Code:
XXXX
Online:
brighthouse.com
Customer Support:
1-877-892-3279
Phone:
Dial 611
24 Hour Pay By Phone:
1-877-924-6729
Current Month
IMPORTANT MESSAGE
Previous Balance and Payments
Previous Balance
Payments Received as of Jun 19, 2013
Partial Month Charges
Current Monthly Services
One-Time Charges and Adjustments
On Demand and Events
Taxes and Fees
Amount Due on July 13, 2013
XXX.XX
-XXX.XX
-X.XX
XXX.XX
-XX.XX
X.XX
XX.XX
Contact Us 1-877-892-3279 | brighthouse.com Account Number XXXXXXXXXX-XX
Charge detail for billing period Jun 29 - Jul 28
Previous Balance and Payments
Partial Month Charges
Partial Month Charges:
Pro-rated charge for any
service changes made in
the previous month.
Service changes made on Jun 27 are
reflected in
r these charges
Movie Pass
Sports Pass
Current Monthly Services
It’s here!
Take a look at your new Bright House statement. We’ve
made it easier to read and understand. And as any good
friend would, we’ve enclosed a sample bill with callouts
and information on how to read your bill and where to
find vital information.
One-Time Charges:
Any adjustments or special
charges you may have
incurred.
One-Time Charges and Adjustments
Remittance Slip:
Account summary and
amount due.
Installation Charge
On Demand and Events:
One-time charges for
special purchases.
Offers from Bright House
6040 0581 SG RP 13 0000001 00002010 NNNNNNYN
Account Number
Payment Due Date
XXXXXXXXXX-XX
07/13/13
Amount Due
$XXX.XX
Phone
XXX.XX
On Demand and Events
Diary/Kid/Days (05/25)
Mama HD (05/26)
Amount due on July 13, 2013
$XXX.XX
-XX.XX
-XX.XX
X.XX
X.XX
X.XX
.
Did You Know:
Insider tips from
Bright House.
01
brighthouse.com
-X.XX
-X.XX
XX.XX
State Sales Tax
X.XX
Federal Universal Service Fee
X.XX
Federal Local Number Portability
X.XX
Federal Telecommunication Relay Fee
X.XX
Federal Interstate Telecommunication Fee X.XX
Local Communications Service Tax
XX.XX
State Communications Service Tax
XX.XX
Florida Telecommunication Relay Fee
X.XX
County 911 Fee
X.XX
FCC Regulatory Fee
X.XX
Amount Paid
$
Convenient Ways To Pay
JOHN SMITH
1234 MAIN ST.
ANYTOWN, USA 12345-1234
-X.XX
Bundled Services
XXX.XX
Premier TV Service, Standard Internet,
Phone
HD DVR Box, Guide,
XX.XX
3 Additional HD DVR Box
HBO, Starz, Cinemax, Showtime
XX.XX
Sports Pass
XX.XX
MOVIEplex
X.XX
Movie Pass
X.XX
HD DVR Service
XX.XX
3 Additional HD DVR Service
XX.XX
Security and Automation
XX.XX
Security Equipment
X.XX
Lightning 60
XX.XX
Modem
X.XX
Current Monthly Services:
Your recurring monthly
bundle, equipment,
additional services, and
premium charges.
$XXX.XX
P.O. BOX 31337
TAMPA FL 33631-3337
Taxes and Fees
Previous balance
XXX.XX
Payments received - Thank you (06/04) -XXX.XX
Balance owed
XX.XX
Mail
Paymentsreceived
receivedafter
afterthe
the due
due date
date are charged
Payments
charged aa late
late charge.
charge.
coupon with
with your
your payment.
payment. Do
Do not
not send
Please enclose
enclosethis
this coupon
Please
send cash.
cash.
Write your
your account
account number
number on
Write
on your
your check
check or
or money
moneyorder
orderand
andmake
make
payableto:
to:Bright
BrightHouse
House Networks.
Networks
payable
BRIGHT HOUSE NETWORKS
P.O. BOX 31337
TAMPA FL 33631-3337
Ways to pay:
All of the ways to
pay your bill.
Bright House Networks (BHN) mails monthly, itemized statements to customers for monthly services that are billed in advance. Customers agree to pay amounts due by the due date indicated on the statement,
less any authorized credits. If your monthly statement is not paid by the due date, a late payment processing charge may be imposed. If your account remains delinquent and a BHN representative is sent to your
premises, a fee will be imposed and your services may also be disconnected. Customer agrees to pay such fees. Nonpayment of any portion of any services on this statement could result in disconnection of all
of your Bright House Networks services. Disconnection of Phone service may also result in the loss of your phone number.
For your convenience, if you provide a check as payment, you authorize BHN to use the information from your check to make a one-time electronic funds transfer from your account. Should you have any questions
about this, your statement, or with the services provided to you by BHN, please call our office at the telephone number on the front of this statement. Or visit brighthouse.com/locations.
To assist you in future payments, your bank or credit card account information may be electronically stored in our system in a secure, encrypted manner.
For closed captioning complaints, please contact L. Mott, Closed Captioning Coordinator, at Bright House Networks, 2251 Lucien Way, Maitland, FL 32751. Or by fax to 407-215-8406 or toll free fax 877-5122914 or email to ClosedCaptioningCFL@mybrighthouse.com
.
A monthly charge of $1 will be included for all mailed paper statements. We encourage you to create a
FREE My Services account to sign up for paperless statements to save the $1 monthly charge. See page 4
for instructions on setting up your My Services account.
60
| YO U R S TAT E M E N T
Serviceable areas only. Some restrictions apply. Products and price of equipment and services subject to change.
For 24/7 Customer Support call 1-855-222-0102
Customer Care Centers
Indianapolis
3030 Roosevelt Avenue
Indianapolis, IN 46218
Carmel
352 Gradle Drive
Carmel, IN 46032
Avon
6845 E US Hwy 36, Suite 500
Avon, IN 46123
Marion
2923 S. Western Avenue
Marion, IN 46953
For the most current office hours
please visit brighthouse.com
CUSTOMER CARE CENTERS
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IND July 2014
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