ComplaintsforMediaCom

• Initial Complaint

  06/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mediacoms internet NEVER works it’s literally down 95% of the time they can provide no reasoning to why it’s down just tell me I have to deal with it. I’m paying them $60 per month. This company should be shut down. They’re a monopoly in this area literally the only option. They should pay me for service that’s how long it’s been down and this time it’s been down for 2 days here’s hoping.

  Business response

  06/21/2021

  Hello *****.  I apologize for any issues you have experienced with the service.  We currently can confirm that your personal modem is online and is reporting connected to our system for the past three days since a reported outage on 6/17.  After reviewing the account, we also verified that you recently upgraded to our 1 Gig service, but your personal modem is not capable of those speeds.  1 Gig does require Docsis 3.1 technology and your device is currently rated 3.0.  This should resolve any intermittent or slow speed problems you may be experiencing.  If you would like to request a rental device until you are able to replace your current modem or trouble shoot current issues, please contact us at ************ or send a text to *****. 

• Initial Complaint

  06/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This account has been open since October of 2020 We pay monthly for their Xtream Gigabyte Internet Service The business is committed to provide stable service at the speeds paid for There has been an ongoing issue with our service since it has begun. We are constantly having service interruptions and intermittent service that have not been resolved in 8 months. The business has sent techs that have repeated the same steps every time without correcting the issue and they do not appear to be trying to actually acknowledging or fixing the issue.

  Business response

  06/22/2021

  Hello ****.  I apologize for the problems you have experienced with the service.  We have confirmed that maintenance work was completed in the area 6/21/2021 to resolve the issues.  If you are still experiencing further problems with the service, please contact us at ************ or reach out to our support department via text messaging to ******

  Customer response

  01/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This issue continues after the maintenance.  Following the procedure outlined by the business requires me to start all over with the basic level tech support and will not resolve my issue again.  I have been going through this process for over a year at this point and they have yet to provide a proper resolution. I have attached am image from within the last hour displaying exactly what my service looks like during these times of failure.  

  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Due to the continued issues I have experienced and the failure of the company to resolve it properly before a 3rd party was involved I will not be closing out this complaint as of yet.  I will continue working with the local management in an attempt to resolve the issue, however I will continue to monitor my issue and update this ticket when there are issues.. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  02/13/2022

  We would ask that you continue your contact with the technical manager in the area.  We are attempting a visit to include the supervisor to test for packet loss and investigate this further at the home.  Any further credits warranted will be approved by the area management team who will ensure those are properly applied. 

• Initial Complaint

  06/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had Mediacom for many years, only because it’s either them or ****. Both have horrible service but Mediacom is the less of the two evils. We have Mediacom 1 gig service and basic tv for 1 tv. Every single day we lose internet and/ it slows to a crawl. When this happens I speak to my neighbors and they confirm the same issue is happening to them! I have been on the phone and had so many appointments with Mediacom that I feel like I work for them. They have replaced my drop. New line from outside to inside home. They have sent maintenance out to adjust single. The speeds have improved from 500 MPS to 800 MPS, but the internet still acts up all the time. My wife works full time from home and this causes issues with her work and it cost us money. My kids constantly get disconnected from their favorite online games. I have driven to the local office while service is down and asked them to come test. He refused stating they can’t find any issues.

  Business response

  06/21/2021

  Hello ***.  I apologize for the problems experienced with the service.  Our area management group has confirmed that the problem creating the issues you were having was located and resolve last week.  Additional adjustments along with monitoring the signals through the weekend have confirmed that the repairs are complete.  We have also applied credits to the account to compensate you for these problems.  If you need further assistance, please contact us by calling ************ or sending a text to *****.

  Customer response

  07/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

  Good Morning,
  
  
  I understand that the company has responded stating that this issue is resolved.
  This is not true, we are still experiencing loss of service as well as our neighbors.
  Also, I have received no notification of any credits.
  I would also like to note that this is not a recent issue, rather it is ongoing for well over a year now.
  
  
  Thank You 
  
  
  *** **********  ************ 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** **********  
  
  
  
   
  

  Customer response

  07/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  we still continue to see latency and lose internet all together. I also have not seen any further credits. Also, don’t 

  you think that before you close the issue your tech should’ve come back out to verify the issue is in fact resolved?

  Instead you close the case and tell me to call if I still have issues. This is not a good way to conduct business.

  we have experienced these issues for well over a year and you give me half a month credit? It must be nice to not

  provide service but still expect payment. I will not close this complaint until you do the right thing. I’ll expect a tech

  back at my house to verify that the issue is resolved, which it is not.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** **********
  
  
  
  
   
  

  Business response

  07/21/2021

  We have confirmed with our technical department that the issue you were experiencing related to the node has been addressed and resolved.  We are unable to provide additional trouble shooting through this complaint and do ask that you contact our customer care team for further support and investigation into any problems that may still be ongoing.

• Initial Complaint

  06/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an ongoing problem with reliable service. Techs have been out multiple times.One tells me my house is fine and the problem is with Mediacom. The other tech told me the proper cables were not used on my house. It is now starting to affect my job as I work from home. It must be fixed now. I am tired of the Mediacom runaround. And I want a generous credit for the lousy service and delays in fixing the problem.

  Business response

  06/14/2021

  Hello *****.  I apologize for any issues you experienced with the service.  We have confirmed that a maintenance issue in the area has been resolved within the past few days.  If you have continued to experience issues, please contact us so that those can be addressed further.  You can reach us via text to 66554, by calling ###-###-#### or via social media.  Applicable credits have been applied and details of these will appear on your next statement.

  Customer response

  06/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  06/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For more than 2 years, I have been having intermittent problems with the phone service from Mediacom. The phone will go our for 3-4 days and then start working again. I have placed dozens of calls to MediaCom tech support to resolve the issue. They have been to our house many times but the issue continues. They have even provided us local phone numbers for technicians for us to call when the issue occurs, but these technicians have never once answered our calls and their voice mail is always full. We continue to pay for service that does not work, and are unable to speak with anyone who can help us. When we schedule someone to come out, by the time they get to the house days or weeks later, the phone is working and this cycle has been repeating now for more than 2 years. I need the phone service to work and be reliable. I am out of options except to find another provider, but in East Moline IL, there are little to no other options for high speed internet & phone. Please help.

  Business response

  06/16/2021

  Hello *******.  We apologize for any issues you have experienced with intermittent voice issues when using our phone service.  We sent a technician yesterday who reviewed the connections, and everything was working properly.  We also noticed that you spoke to a representative following this appointment who has committed to contact you to ensure the service is working correctly.  Our phone service is voice over IP and not a true lan-line connection.  There are many sources of interference that can cause intermittent issues and most of these are usually found in the home and related to devices or wiring.  Please continue to report any instances when they occur by texting us at ***** or calling ###-###-####.   

  Customer response

  06/17/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You are essentially asking me to repeat the same processes that have been proven not to work over the past 2+ years.  The CSR I spoke to told me the only thing he can do is schedule a service call when I call to report an outage. This is what we have been doing for the past 2+ years.  What we need is an ability for us to contact a local technician when the problem occurs so they can troubleshoot the problem then, while it's happening. This is what we told you would provide. First we were given Devin's phone number to call as soon as the issue happened, but when we called Devin's number, it would go immediately to phone mail and the mailbox was full. We attempted to contact Devin many time with the same result.  Next, you provided Mark's phone number, and the exact same thing happened.  Right to voicemail and the mailbox was full. We attempted to contact Mark several times also. 

  Could you please just provide us with a local contact that we can call when the service goes out? A number for someone who will actually answer the phone. I don't think that is too much to ask for. This issue will never get resolved if we cannot get someone over to troubleshoot the issue when it is happening.  The house is brand new, the cables are new and confirmed by Mediacom to not be the source of the issue.  I have replaced the modem to the most recent version you offer, and the phone is brand new and plugged directly into the modem. If Mediacom cares about customer service, you would be going out of your way to help ensure a 84 year old woman who lives alone has a reliable phone. Again, please work with me to get this resolved. Please provide a local number we can call, and with someone who will answer. 

  Thank you. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Customer response

  07/02/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I understand. If I cannot get a number for a local tech, just please provde any number other than the standard customer service phone number. Perhaps a direct number to a Customer Loyalty team member? Anything other than the same process we've been using over the past 2+ years. Which is:

  1. Our phone stops working

  2. We contact Mediacom customer service 

  3. Explain the situation from the beginning

  4. They attempt to troubleshoot the problem, but to no avail.

  5. Schedule the first available appointment. This is usually more than a week out.  

  6. Phone begins working ~ 5-6 days later

  7. Tech shows up on site. Finds no issues. Closes the case.

  This happens every 4-6 weeks and has been for a very long time. 

   

  As a loyal customer, I am again imploring you to provide another option. An option that would allow us to better ensure this issue is found and fixed.  After all of this time, isn't that the least you could do. Please.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Business response

  07/06/2021

  In order to reach us regarding service-related issues, you will need to contact us in one of the two options provided – text message ***** or call ###-###-####.  Our loyalty department is not geared to trouble shoot issues and only reviews accounts pertaining to promotions.  If you would like to speak to them direct, our customer service department has the ability to transfer you or request for a callback.

• Initial Complaint

  06/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Every month I pay Mediacom $80 a month for 300mbps of internet speed. Because of microwave tower overutilization, which Mediacom is aware of, these speeds are nearly impossible to get. I have never seen 300mbps, I often only get between 3 and 10mbps, but I can not drop into a lower tier of speed because they have tied speed and data caps together. My service address is **** ******* *** **** ********* ** ***** I call every month demanding a credit on my account because of slow speeds, but the credit does not reduce my bill enough to compensate for the slow speeds. This is the only internet company, that isn't wireless, in my area. A few times a month I will get over 200mbps, but this speed is very rare and only lasts for a short time. These slow speeds have been very difficult during COVID and trying to have kids on Zoom for school and working from home. I continually am told that fiber optic is coming, but it doesn't seem to be actually moving forward.

  Business response

  06/27/2021

  Hello ******.  I apologize for any issue you have experienced with the service.  We have confirmed that area maintenance was completed on the 18th of June.  We have confirmed that appropriate credits have been applied to your account to compensate you for this based upon current usage reports.  If you would like to address speed issues further, please contact us via text messaging at ***** or call ###-###-#### for assistance.

• Initial Complaint

  05/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stopped service with Mediacom and they sent the final bill to the old address even after I gave them the correct forwarding address for the bill; also, they computed a final bill prior to the return of the equipment and never adjusted the 'final bill'. This was charged off and sent to collections unlawfully.

  Business response

  06/04/2021

  Thank you for reaching out and I apologize for any trouble experienced. We have checked and are showing an active account with the address and phone number you have provided. Please feel free to give us a call 24/7 at ###-###-#### or send us a text message at ***** if this needs to be looked into any further.

  Customer response

  06/10/2021

  This auto generated statement from Mediacom is a complete fabrication. This is not an active account. Show me the final bill and when it was sent as Mediacom is required to do so by creditor law. Mediacom took my forwarding address and never sent a final bill. Show me the bill and tape recorder conversation!

  Business response

  06/14/2021

  Hello *******.  I apologize but we do show an active account at the address included in this complaint and it also has the phone number you provided as the main contact number.  The last name listed also matches yours.  If you received a collection notice for another account, please contact our customer service department by calling ************ with the account number referenced for additional research. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩