Madison Communications Reviews (%countItem)
Madison Communications Rating
Address: 21668 Double Arch Rd, Staunton, Illinois, United States, 62088-4374
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Horrible customer service. The billing department is absurd and truly no care for people, only money. Talk to a supervisor and have them be even more rude and ignorant. Horrible company, with horrible service. If you call to complain about the service, and that you never get the internet speed you are paying for (overpaying), they blame it on you and tell you they can't do anything.
Mr.,
Thank you for your feedback. Madison Communications is a small business, locally owned, and our financial stability is important to our employees and communities as it funds many charitable events, school programs and feeds the families of our local employees.
I am sorry to hear that you were not satisfied with the answers you were given but please know that we always try to work with customers that are in financial crisis as best as we can. The policies and options that were discussed with you, were no exception. We do strive for the best possible outcome for everyone involved but sometimes that may not be possible due to certain circumstances beyond anyone's control. Either way, I do hope you are able to continue being a Madison customer in the future and we wish you the very best.
Very bad service. Spotty when it works, and tonight they did an unannounced "upgrade" at 10:30 pm on Wednesday while we were in the middle of a large transaction. No tech/customer support available until tomorrow
Malicious management. Actively avoids safe practices that endanger their customers. Could have cared less that my wife with a heart condition could have been shocked into heart failure while gardening if she had cut into an unmarked telephone line. I called ***, the Illinois one-call service that contacts utilities for safe excavation. Dug in an area that was about 50 feet from any marking but tore out a telephone line from our home to our barn. The phones were dead. A Madison technician disconnected the line to the barn from its connection in the house. The phones recovered. Was told to contact the office to set up repairs and reconnection to the barn. Was told on the phone by a Madison representative that they would not repair the connection. Complained to the engineering manager face to face in an attempt to gather information and assistance to repair the barn line. Was told that they only mark their lines for *** Illinois one-call for safe excavation from the road to the home but no other locations or extensions regardless of safety concerns much less customer needs or costs. However, the customer is never clearly informed of this policy at any point nor does it appear to be prominently published anywhere to warn customers and excavators. Why? Disgustingly, the engineering manager not only refused to provide any realistic help or guidance in repairing the line, but could have cared less about my safety concerns as he talked down at me with an arrogant dismissive attitude. In fact, he deliberately avoided answering my questions by changing subjects and making irrelevant blanket statements. In an attempt to compromise, I asked them to have a technician use their wire finder to locate the wire ends that they should have marked in the first place. It would have only taken a few minutes. Stunningly the engineering manager said he would charge me for at least two hours of work, if not more, at an exorbitant rate. I told him that was unfair and directed him back to the *** Illinois one-call for safe excavation. He nastily quipped at me to "get and electrician" and that he would do nothing for me. It is clear in retrospect, the engineering manager did not want to help resolve the safety issue but wanted to provoke a conflict to anger me to walk out of the office. He clearly appeared to take growing gleeful pleasure as my frustration grew at his rudeness. Unfortunately, Madison Communications is a monopoly with overpriced but average service with no accountability to customer needs or safety.
The attached correspondence is to provide you a detailed response and information regarding the aforementioned complaint submitted to you by ***.
In addition, and of primary concern that requires action on behalf of the Revdex.com, Madison Communication Company wishes to advise you that we were not in receipt of any prior electronic or written documentation of this complaint prior to the receipt of the complaint via USPS on July 18, 2019. The correspondence indicated that the Revdex.com had not yet received a response and acomplaint was filed on July 4, 2019.
Please contact our office at *** to verify that the proper contact information is currently available in the Revdex.com electronic transmission system for future complaint referrals and responses that can be accommodated via your on-line system. We have had a Business ID since 2017 and have provided an e-mail contact for your use. Our efforts are to always assure timely response and we wish to confirm that the proper information is available for the Revdex.com to contact us through the on-line reporting system, as has been the case In the past. We appreciate your assistance in rectifying this matter so we can assure prompt investigation and timely response(s) to your agency.
Complaint: ***
I am rejecting this response because:
Madison Communications Company's is dishonest
in their response to my Revdex.com compliant.
Madison completely ignores the clear and obvious potential life
threatening safety issues of material fact from their failure and refusal to
properly mark all telephone lines from my *** call for safe excavations,
including but not limited to that my wife has a heart condition and she could
have been shocked into heart failure while gardening if she had cut into their
unmarked telephone line. Instead,
Madison has chosen to attack me personally in their response in a futile
attempt to deflect from their responsibility and culpability by
mischaracterizing, and outright lying, about my communications with them, the
facts of this case, and Madison's lack of proof to support their dishonesty.
For example, Madison claims it is "imperative to recognize" that the damages were to "customer owned"
wiring that was not their responsibility.
However, Madison could not provide any proof that the cut wiring was not
theirs or installed by them in the original construction circa 1978, which was typical
of that time frame. Indeed, I had to cut
a hole in my garage ceiling so the Madison technician could reach the wiring
junction to disconnect the affected lines to restore service to my house. And regardless of where Madison claims their "demarcation"
point exculpates them, I pay Madison for whole house wiring maintenance. What Madison calls a "customer owned Off
Premise Extension located in a remote location (shed)" is an untruthful
misrepresentation of what is in reality a detached garage that they have in fact
serviced before. So in addition to lying
and not safely marking their lines, Madison is in breach of their maintenance
contract with me on wires and phones they have previously maintained. And disturbingly, Madison admitted in our
meeting in their office that they have no clue where some of their wiring is even
located system-wide but would accept no responsibility for their actions for any
reason, including safety, even though they admit to having the equipment to locate it all in a matter of minutes. Indeed, they do *** calls for free.
Therefore in response to Madison, I direct the Revdex.com and any other public
reader back to my original complaint as written. Madison has lied, especially about our
interaction in their office. I am a
retired senior Air Force Officer and a combat veteran with disabilities. I do not lie, and I chose my words precisely
with care. Please reread my original
complaint carefully. Please closely note
that my stated Revdex.com 'Desired Outcome'
does not mainly involve me but an overwhelming concern for public
safety. Indeed, the repairs would only require
less than two hours by a qualified technician and about $100 in wiring. Madison refuses to do anything instead of
actually thanking me for raising a serious safety issue that they need to
address. So it's not a matter of money
but the principles of safety, integrity, and honesty.
Madison, own up to your mistake, and honor your contract with me and
your duty to public safety
Sincerely,
Todd Moehlmann
Malicious management. Actively avoids safe practices that endanger their customers. Could have cared less that my wife with a heart condition could have been shocked into heart failure while gardening if she had cut into an unmarked telephone line. I called JULIE, the Illinois one-call service that contacts utilities for safe excavation. Dug in an area that was about 50 feet from any marking but tore out an telephone line from our home to our barn. The phones were dead. A Madison technician disconnected the line to the barn from its connection in the house. The phones recovered. Was told to contact the office to set up repairs and reconnection to the barn. Was told on the phone by a Madison representative that they would not repair the connection. Complained to the engineering manager face to face in an attempt to gather information and assistance to repair the barn line. Was told that they only mark their lines for JULIE Illinois one-call for safe excavation from the road to the home but no other locations or extensions regardless of safety concerns much less customer needs or costs. However, the customer is never clearly informed of this policy at any point nor does it appear to be prominently published anywhere to warn customers and excavators. Why? Disgustingly, the engineering manager not only refused to provide any realistic help or guidance in repairing the line, but could have cared less about my safety concerns as he talked down at me with an arrogant dismissive attitude. In fact, he deliberately avoided answering my questions by changing subjects and making irrelevant blanket statements. In an attempt to compromise, I asked them to have a technician use their wire finder to locate the wire ends that they should have marked in the first place. It would have only taken a few minutes. Stunningly the engineering manager said he would charge me for at least two hours of work, if not more, at an exorbitant rate. I told him that was unfair and directed him back to the JULIE Illinois one-call for safe excavation. He nastily quipped at me to "get and electrician" and that he would do nothing for me. It is clear in retrospect, the engineering manager did not want to help resolve the safety issue but wanted to provoke a conflict to anger me to walk out of the office. He clearly appeared to take growing gleeful pleasure as my frustration grew at his rudeness. Unfortunately, Madison Communications is a monopoly with overpriced but average service with no accountability to customer needs or safety.
I am an Active Duty Servicemember that was placed under PCS (Permanent Change of Station) orders. I began a small business prior to receiving unexpected orders for relocation. I am under contract with Madison for phone/internet.
I attempted to give Madison notice of my PCS move and gave them an official copy of my orders and requested to cancel service. At that time I was informed I was under contract. I claimed The Servicemember’s Civil Relief Act (SCRA). Madison stated they would have their legal team review and get back to me.
They got back to me in two days and stated they were unable to honor my request. They were “willing to work” with me and ignore the remaining contract term IF I paid for the installation work, over the phone was approximated $3500, though my contract stated $49.99. This is not working with me, it is only a deception to “not have me pay my remainder monthly amount” rather try and get me to pay for an installation of services that isn’t in the contract other than the $49.99.
I then had to go to *** for legal assistance and they provided myself with a letter to give to Madison. This was due to per the SCRA policy I must inform them in a written manner vice oral manner and provide them a copy of my orders. Madison again refused and I am working further with *** JAG legal office.
I believe at this time they are knowingly violating the SCRA and of action is not taken I will continue to work with the military legal office and seek enforcement by the Attorney General.
§597. Enforcement by the Attorney General15 [Section 801]
(a) Civil action. The Attorney General may commence a civil action in any appropriate
district court of the United States against any person who –
(1) engages in a pattern or practice of violating this Act [50 U.S.C. App. §§501 et
seq.]; of
(2) engages in a violation of this Act that raises an issue of significant public
importance.
(b) Relief. In a civil action commenced under subsection (a), the court may –
(1) grant any appropriate equitable or declaratory relief with respect to the violation of this Act;
15 This section was added by P.L. 111-275, effective October 13, 2010. 44
(2) award all other appropriate relief, including monetary damages, to any person aggrieved by the violation; and
(3) may, to vindicate the public interest, assess a civil penalty –
(A) in an amount not exceeding $55,000 for a first violation; and
(B) in an amount not exceeding $110,000 for any subsequent violation.
(c) Intervention. Upon timely application, a person aggrieved by a violation of this Act with respect to which the civil action is commenced may intervene in such action, and may obtain such appropriate relief as the person could obtain in a civil action under section 802 [50 U.S.C. App. §597a] with respect to that violation, along with costs and a reasonable attorney fee.
The company has resolved my issue.
I wish I could take Madison Internet service with me when I moved out of state. They truly deserve 5 stars in customer service, reliability, and internet speed. I appreciate the local customer service and short hold times when I call in with a question. Keep up the good work!
Amazing company, technicians, customers service. Internet is super fast, cable is great, company is all about community. Glad to have them in Livingston, IL.
Thank you for the positive review here and on our customer survey! Being a new customer that recently moved into our area can be a little stressful so I am glad to hear through our Madison survey that you also found our technicians extremely helpful. We are very happy to have you as our customer and we hope you enjoy your new services for years to come!
Nice to have a local company offering a consistent service in a rural area where other services aren't available. Always nice to be able to support a family owned business.
Thank you for your positive review. We do appreciate your business and try to do our best to serve our rural communities with a quality service that is affordable. We do hope that more people will realized the value that the Madison family brings to rural communities and your comments are greatly appreciated and helpful!
Great service to a rural customer.
Thank you for the review. We know that you have other service providers to choose from in Staunton but we want you to know that we appreciate your business. We hope you will continue to be a customer of Madison services for years to come and thanks for choosing Madison!
Wouldn't even give this company a 1 star. What a racket. WAY WAY WAY overpriced however they have a monopoly over Staunton, IL so there is no other feasible option. we pay for 100Mbps every month at $130 a month. Use their special high power modem because when we had the 50 Mpbs speed even though their technician said there was nothing wrong with ours yet we were not getting the speed we paid for their suggestion was to either upgrade to their "business package" more money or use their Modem, which of course is more money to them either way. Still had same issues with their modem. Now we are at the 100Mbps service and have received what we paid for a total of 3 times in the last 6 months. Majority of the time my speed is BELOW 50 Mbps. All the residents of this town consistantly complain about this *** poor excuse of an Internet provider. We would gladly accept another company if one would come in to this town!!!!!!!
Communications wishes to acknowledge your feedback, but is perplexed and wishes to fully understand the accusations you have summarized with the Revdex.com. In response we would also appreciate and welcome the opportunity to personally discuss with you the inaccuracy of the accusations you have made. After thorough research of our records we do not find that there are any current Madison Communications services provisioned that indicate you are an authorized account holder.
In fact, your Madison internet service was disconnected in May 2017. If you are experiencing service problems with another provider we suggest you contact them. Prior to disconnecting your service with Madison we worked with you on multiple occasions to isolate all reported trouble.
If our records do not reflect an accurate status of your prior account profile and you are, in fact, an authorized account holder with Madison Communications, please contact us immediately at *** so we can rectify and properly restore any billing information we have on file.
Furthermore, Madison Communications will not release proprietary account information without proper customer authorization and therefore requests you contact us directly concerning this complaint as we will require the proper authorization to release any account information.
If Madison Communications finds we were provided fraudulent information for the purposes of provisioning our services we will work with you to take immediate investigative action. In order to further investigate this matter, update our authorized user billing records, and perform the proper network testing, we will need the specific address associated with your complaint.
The account at the residence I am speaking of is my daughters account because I refused to get internet service with Madison due to Not getting the service that I paid for. However, for her job she required Internet so she started an account. Yes the service that was in my name was shut off in May of 2017. During that time I had called in on multiple occasions with speed issues. And a Technician was sent out to the residence. The line from the pole to the house and the lines/connections IN the house were all checked by the technician and showed no issues. Modem was checked and showed NO issues however, not only my records of speed tests but Madison also check speed tests at different times and they were not up to par. Yet each time Madison's ONLY solution to the problem has been to bump up service/or use their equipment which means raising monthly bill. Did all those things and STILL had the same speed issue. This was all at the 50 mbps speed (50 mbps speed at the end, I started with 10 mbps). Like I have said on FB posts, which I'm sure Madison is monitoring, more than once.... I started with 10 mbps which was fine because we didn't stream. Then Madison was introducing the 20 mbps and gave a special 1 year deal on it at the same price the 10 mbps was which was $65 a month. Then Madison came out with the 50 and 100 mbps. THAT is when I started having issues with the 20 mbps. Madison's solution was to boost up to the 50 mbps. Madison checked my Owned Modem that I purchased from Suddenlink actually and stated it would work just fine. Wasn't long after I went to the 50 mbps that the same issues started happening. Madison's solution was to use their Modem and or go to the Business 50 (because it has 1st priority for speed and service). So I chose to use their Modem. Still EXACT same issues that I had with my Modem. Then their solution was to go to the 100 Mbps. Which I refused to do because $100 a month just for internet was ridiculous enough. Now when My daughter connected service she automatically ordered the 100 mbps using Madison's Modem. This service was Connected in November of 2017. Since then the following speed tests have been made..
*** 3/4/2018 14.59
*** Again as I have stated.... You do NOT get the speed service that you pay for through Madison Communications and when the technicians come out and basically waste my time stating Modem works good, Lines and connections are good and Madison's only solution is to boost package to charge customers more money WHY would I or have my daughter Call Madison to come out to help "resolve" the problem when the Monthly bill is now $120 a month JUST for Internet??? I get Madison wants to expand, and last year Madison did by laying Fiber on *** Wouldn't it be wise to work on your existing infrastructure that hasn't been upgraded since I lived here 10 plus years when you at first only offered residents 10 mbps and now you offer 100?? I have had other Cable Internet providers i.e. Suddenlink and Comcast at different area's that I have traveled for long periods of time for work. Both those companies gave me consistent speed at $35 to $40 a month bill. With Madison I do NOT get consistent speed and pay more than double. So NOTHING I have stated in my complaint is false. In addition, NOTHING I have stated above is false.
I purchased Cable/Internet service in November 2017 from Madison Communications. In January 2018 I noticed I started to loose my internet connection almost every day for a few minutes. I contacted Madison to resolve the situation. They stated they would start monitoring the situation and would get back to me. For at least 10 days I did not hear back from them and I called and gave them the exact times the internet went out. They stated they would call me back the next day. I did not hear anything back and I called again. Once again they stated they would get back to me. They did call the next day and left a voice mail. I called back again the next day and again they stated they would call me back. I then called them back and was able to talk to their technician which did not provide any advice on how to resolve the situation. I then talked to the customer service manager as I wanted to request a refund for the month I was continually loosing service. She refused to provide a refund until they determined what was causing the issue. As they did not provide any advice up to that point on what the issue was, it is unethical to not refund a customer for services that were not working properly. The customer service manager did set up for us to get a new modem that would help them to determine the issues. I was told I would not get charged for the modem until they determined the main issue. I did not hear back from them for 2 weeks and now they are charging for the modem. I called on 3/1/18 to discuss the charge and was told they would not remove the charge. I informed them that I have lost serve a couple of times during this period, so I will provide the information to them today. Still it is unethical to charge people for services that are not working as expected.
Please see the attached response to Mr. complaint. Thank you
Very poor quality internet provider. Consistant issues with not receiving the speeds paid for. some times less than 1/10 of said speeds. Horrible customer service with always trying to charge customer service fees.
Thank you for the feedback. Based on the results of your open trouble report, we do hope that you will reconsider our technician’s recommendation to increase your internet speed package so that you are able to better utilize your internet service. Even with the recommendation, we do understand that continuing to stay at the lower speed package is ultimately the customer’s choice.
Because of the constant growing need for bandwidth for multiple devices, *** does not recommend a low bandwidth package to customers who have gaming consoles, wireless devices and/or run programs with high bandwidth requirements.
If you have any further questions about your service or would like to reconsider our upgrade offer, please contact us at