Mediacom Communications Corporation

Complaint: [redacted] I am rejecting this response because: The service was intermittent for over weeks The technician would not listen to what I told him the issue was The 2nd tech listened and seemed to have fixed the issue A $credit does not seem fair to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 16, 2015/05/19) */ Mr [redacted] is on a two year promotionThe promotion is priced at the lower rate for the first twelve months and then increases in price the last twelve months Respectfully, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mediacom did not inform me the rate would increase only that it was a two year termI continue to feel a strong degree of deceptive advertisementThe public needs to be aware of this practice Final Business Response / [redacted] (4000, 23, 2015/05/29) */ The customer service call was pulled where Mr [redacted] called in to request the service and he was informed at that time that this promotion was a [redacted] up promotion and that the rate would increase on the 13th month Respectfully, [redacted] Final Consumer Response / [redacted] (4200, 25, 2015/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am unaware of the statement Mediacom provided, whereas the program I agreed to was a "***-up program" as relatedThe only stipulation I was made aware of was, "this was a year contract"

Initial Business Response /* (1000, 15, 2016/05/25) */
Unfortunately *** *** has decided to have the Mediacom services disconnected at their residenceMediacom has been out on some trouble calls to provide service and has found the following findings:
While excavating behind the
customers home the cable was exposed and cut causing the service to be interrupted
Initial Consumer Rebuttal /* (3000, 18, 2016/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because it does not address why we have not received adequate phone and internet service since we signed on with Mediacom in August of Yes, it is true that last Fall a cable was cut during excavating for a patio expansion but that happened because the line was not where Call Before You Dig rep indicated it would beOur service prior to this event was very poor and we had called twice to have it checkedThey sent out reps each time and they looked at the modem and the lines and each time said that the problem was fixedThe service continued to cut out and made it almost impossible to do anything on the computerWhen the line was cut Mediacom did send a team out to fix it and we were told that the cable was undersized for the distance it was covering and it had a poorly repaired spliceThey replaced the cable with the proper equipment and we were hopeful that would take care of the problemIt did notI finally called about cancelling the service because we were so dissatisfied with it and was told that there would be a $charge to get out of the contractFinally last week I cancelled the service because my son is taking a summer class that requires consistent internet service and since changing to a new company we have not had the problems we had with MediacomWhen I called to cancel I explained again the trouble we have had and she said that our record showed that we had made two appointments and both had been cancelledWe have had a rep here four times including the cut line and none of these visits resulting in better serviceI also noticed this week that it looks like Mediacom is putting in new lines at the end of our streetI wish Mediacom would have been more honest with me and explain that our service was poor because of the volume of users sharing our lineInstead they made me feel that I was just an unreasonable customer and if I wanted out of the contract I would have to pay even if I wasn't getting the service I signed up forI am very upset about being charged $for cancelling a service that did not work half the time but I am glad that I finally cancelled because we finally have internet service that works
Final Business Response /* (4000, 24, 2016/06/20) */
Back in November of there was the reported bad locate from MO One CallThen on 11/13/a service call was cancelled at pre-call and again on 11/25/a call was cancelled at pre-callOn February 2, we went out on a trouble call and replaced the external passivesThat was the last service call that was placedNo calls or service calls prior to November
Respectfully
*** ***

Initial Business Response /* (1000, 18, 2016/02/12) */
After reviewing the devices/tools that we have to verify services we determined that the line issue was actually located at N Old Orchard and was then resolvedI have phoned to confirm that issue was resolved and did leave voice mail
that if issue still existed to please return call to customer serviceAT this time I will assume that this issue is resolved
Respectfully
*** ***
Initial Consumer Rebuttal /* (3000, 20, 2016/02/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The internet issue has not been resolved, it is actually worseSince Friday I have to refresh the signal to my router several times per day as a temporary fix to get connectivity againMy appointment is Thursday from 3-pm, and I am hoping I can get off work; as that was the first available appointmentThe job number: XXXXXX and is provided for reference
Final Consumer Response /* (3000, 26, 2016/03/02) */
Before moving to this neighborhood; I bragged about my Mediacom speeds and services, but as much as I hate to say; I have Direct TV and an upgrade for ATT internet being installed on March 5thI personally don't care for ATT's customer service and have never been a fan of satellite, but I have been left with no other choiceI guess at this point, I am just thankful to have another option for internet; as I would be now unemployedYou can call this case closed or whatever, as it's still not fixed and I don't need another voicemail from *** saying it's fixed- call usMaybe he should have made more effort to actually talk to the customer to confirm we were happy with the repair, as this customer is tired of calling them over and over and over and over and over and over and NO-MORE

This customer- *** *** pays $a month for his internet service. The refund amount was actually processed as a courtesy for intermittent service issues for the duration of time service outage. Please let me know if there are any additional concerns

I requested my service be transferred when I purchased a new houseThe fist available appointment was a week laterThe technician connected service and was told the phone and wifi service would be available after hoursIt did not come on and did not receive all the cable channels in my packageI called customer service and was told the soonest someone could come out was another weekThis was after a second call because customer service never called backThe technician called on the day of service and the line was deadA half hour later I got an email canceling my appointmentI called customer service and complained and asked why they didn't call the secondary contact number only to receive no direct answerThey promised to make some calls and call me back, they didn'tI called them back and went through the same issues only to be told they put me down for another appointment days laterSince they have a monopoly in the area they could care less about the customer just the moneyAlso it is becoming apparent to me that if you do not know anyone in the area that works for Mediacom you will be pushed to the back of the busI boycotted a restaurant for years for bad serviceLooks like I have my next victimWe will see if this turns into a Revdex.com complaint since it is the only viable service in the areaNever thought I'd say it but I miss Brighthouse!

Initial Business Response /* (1000, 15, 2016/10/05) */
Drop bury completed on September 21,

Initial Business Response /* (1000, 16, 2014/11/24) */
Ms*** had a service call scheduled and and our routine protocol was followed to attempt to reach herTypically a secondary number is on file to reach when primary number is outWe were unsuccessful in reaching Ms*** so service
call was cancelledMs*** phoned in on 10/15, same day as service call and service call was rescheduled for 10/when issue was correctedTwo weeks of credit was issued for phone and basic cable service out in the amount of *** I regret that this has occured to Ms *** and hope that we can continue to provide quality service to Ms***
Respectfully,
*** ***

Initial Business Response /* (1000, 16, 2016/04/28) */

Initial Business Response /* (**00, 13, 2015/01/05) */
Customer was on a two year step up promotionFirst year service was $*** w tax and at the 13th month rate would increase to $***We went ahead and downgraded Ms Kilmer's service for her on 12/20/and removed the cable portion of her
service all together to reduce the rateThis was done without penalty
Respectfully,
***
Initial Consumer Rebuttal /* (3000, 15, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I took time off work to personally visit the Mediacom store off of Enterprise street in Springfield, Moto attempt to finally resolve this situation
The woman at the front desk was not helpfulI was told to wait to speak to a female supervisor someone who was on lunchInstead, *** came out and spoke to me, who said he would look into the issues I was having and call me that afternoon
He did call me and what he did as a resolution was remove my cable and put me on a $*** plan (which was to include tax)He also made an adjustment for equipment that was returned almost a year ago but that I continued to be charged forHe also said I would only have to pay approx$*** to reinstate my account and internet, which I paidI said I was under the impression there was a much higher balance than that because my bill had doubled since September with no explanation and I had not been able to be receive assistance to resolve it since thenHe said "No, all I had to pay was the $***"
However, when I got my next bill a few days later, it was approx$***!! I thought maybe they had not made the proper adjustments yet, but it is still that amount, and there was also a $** charge added for something
So NO, this issue is NOT resolvedI am also being harassed with collection calls even though I have paid the amount due each month based on what I was told
As for Mr*** response to my complaint, I have never dealt with him, and the amount that was quoted to me when I first set up service was approx$**/mo (not $***) which I was told included tax, but my bill continued to be an average of $** higher each month and I could not get any answers on that eitherHe also states "customer was on a two yr step up promotion" which is not accurate, because that is not what I was toldWhy would the most basic service you can get completely double in price?? Also I do not even see an apology from Mr*** for the difficulties and lack of service or answers I have consistently experienced, or an answer to my proposals for a resolution
Also, *** gave me a different answer, saying I was on a "one year" step up promotionEven if that were the case, shouldn't they send out a reminder to customers saying, "Hey, your bill is about to double, do you still want to continue service with us?" But no, they just charge you, without any notice whatsoever by phone, mail, or email
At this point I am trying to reach *** to find out why my bill is now $***......and may have to take time off work again to personally go to their office if I cannot reach him
Today I called ***, the number *** called me from on 12/20/14, but could not reach himI spoke to***, who was trying to look into why the bill was still so high and make the appropriate adjustmentsI was on hold for approxminutes then the line disconnected
So yes I still need assistance getting this resolved
Thank you,
Julie Kilmer
Final Business Response /* (4000, 23, 2015/01/20) */
The **fee plus the $*** late fee and $*** franchise fee has been credited on MsKilmer's accountThe service changes have been made to reflect Moving forward- MsKilmer's monthly rate will be $*** a month
Respectfully,
***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mediacom repeatedly ignored requests to respond to price changes to our bill. In August of 2014, we agreed to terms of service and signed paperwork to reflect cable and internet service at a price of 45$/month which Mediacom then changed months later, stating that we were "incorrectly quoted a price for service" in the Mediacom Dagsboro office. In August of 2015, our rate was to increase by 20$ per month to 65/month for service which would then be our price for service until August of 2016 . Mediacom has NOT reinstated our original contracted price point and service schedule, which is the only true resolution to this issue
Regards,
C

Complaint: ***
I am rejecting this response because:Upon cancellation of my account, I was not informed that I needed to return equipmentNot verbally or in written formIn addition, no box was sent
Sincerely,
*** ** ***

Initial Business Response /* (1000, 12, 2017/01/23) */
The drop that is in question was buried that provides service to *** on December This issue should be completed and resolvedSorry for any problems that may have been created by this
Respectfully,
*** ***
Initial
Consumer Rebuttal /* (3000, 14, 2017/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not order MediaCom serviceWhen I found out that a Mediacom cable was plugged into a receptacle within my gate, I called the business as I do not have an easement with the businessThey took my informationThe next day I went in person, They replied that they had an order to buryI did not know how this could happen as I did not order any service
On Dec30th, when I was not home, an orange cable was"dropped" or buried within my gated backyardMy lawn has mud and turf destructionThey had entered onto my property and buried the cable that was plugged into the receptacle within my gated yard
After I complained to the business the representative was evasive and took my information again
The reply to the Revdex.com complaint by *** *** is not truthful
The orange cable is stemming from the Vacant House next door to me and is plugged into a receptacle in my back yardThe vacant house has its own MediaCom BoxWhy would Medicom just enter property next door to set up new services with out looking into Legal Vacant Property Residence? This issue is not resolved
Final Business Response /* (4000, 16, 2017/01/31) */
An easement is a non-possessory right to use and/or enter onto the real property of another without possessing itEasements are helpful for providing pathways across two or more pieces of property, allowing individuals to access other properties or a resourceAn easement is considered as a property right in itself at common law and is still treated as a type of property in most jurisdictions
With all this being said, the pedestal located at *** supplies service to more than one residenceIt does in fact supply service to *** as wellThe residents at *** are current customers
Respectfully,
*** ***

Initial Business Response /* (1000, 5, 2017/06/19) */
Mr***'s service was identified as line problem and the feeder passives were replaced to correct the issue and restore the service problem that Mr*** was experiencing
Respectfully,
Randy Paul
Initial Consumer Rebuttal /*
(2000, 8, 2017/06/21) */
The 4th issue with my internet service not working over a one month time period was resolved after waiting a week without internet for the techI attempted to call Mediacom to ensure that I was not billed for the week I went without serviceEach time I called, I received an automated message that Mediacom was experiencing unusually high call volume due to a possible outage in my areaI was then prompted to use their chat system on their websiteWhen I logged in to chat with a Mediacom rep I was prompted that I was 42nd in line!! Just wow! This happened for about three days before I decided to just send an emailI finally received a reply to the email and was promised a creditI also filed a complaint with Consumer ReportI received an auto response from Mediacom apologizingI was told I would be contacted by a customer service repThat was over weeks agoBuyer beware!!!

Initial Business Response /* (1000, 15, 2016/08/17) */
The tech is running a phone session on the service and will be getting back with customer
Initial Consumer Rebuttal /* (3000, 18, 2016/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
LOOKS LIKE MORE
RUN AROUNDHOURS ON THE PHONE WITH THEM AND TRIPS TO THE OFFICETRIPS OUT TO THE HOUSE BEFORE IT WAS REPAIREDINTERNET WINT OUT IN APRIL, AND THAT IS WHERE THE PROBLEMS STARTEDI STOPPED AT THE LOCAL OFFICE THIS WEEK BECAUSE THEY TOLD ME WHEN I GOT THE 2ND MOTEM AFTER THE 3RD TRIP FROM THE SERVICE TECH, THEY WOULD CREDIT MY ACCOUNTTWO FULL BILLS LATER I STOPPED IN TO SEE WHY, THEY TOLD ME $IS ALL THEY WOULD GIVE BACKIT IS HARD TO GET A HOLD OF ANYONE AT THIS COMPANYI WOULD DROP THEM BUT WE ARE MOVING IN DECEMBER AND DO NOT WANT TO SIGN A YEAR CONTRACT WITH AT&T AND NOT BE HERE TO USE ITTHEY NEED TO *** UP THERE SERVICE FOR WHAT THEY CHARGE!
Final Consumer Response /* (4200, 22, 2016/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I give up! another dead endso they cannot keep good notes as welltoo big of a company, needs to be more than cable and u-verse for service in Springfieldwhat a rip off
Final Business Response /* (4000, 20, 2016/08/22) */
Mediacom credited all serv from 6/to 7/due to serv issuescustomer wanted credit back to April, when he first swapped his modemmade aware we did not have any other notes on account or trouble calls for two months thereafterI regret that this has inconvenience has occurred and hope that moving forward all service issues have been restored

Initial Business Response /* (1000, 12, 2015/09/18) */
We sent an email to Mr*** informing him of the following on August 31, 2015: .Mr*** we have located your router, *** model ***, I have it in the local Springfield officeHow would you like it returned?
A
$Credit was applied to cover the overage charged for the past six months of the wifi
Moving forward the billing should be correct, and if any issues arise please feel free to call in and have correctedProper notes on account reflect the adjustments that have been made
Initial Consumer Rebuttal /* (3000, 14, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any letter or email regarding credits or where we standI just paid my current statement of $0n 9/which still shows overchargesThis company is not being honest or truthfulI want a face to face with the Gen mngr and signed documents and end of our relationship as I requested in April, May and June and a refund for harassment
Final Business Response /* (4000, 16, 2015/09/25) */
Mr*** has been issued a total of $worth of creditHe was also given back the $that he was charged in error for the wifi
An email was sent to Mr*** at ***@yahoo.com from Mike *** one of our call center supervisors of which Mr*** responded to Mr.***'s emailI will paste the correspondence below
From: *** *** mailto:***@yahoo.com
Sent: Thursday, September 10, 2:PM
To: Michael ***
Subject: Re: Your missing *** Router
Just hang on to it for nowSince MC has been in possession of it for months, anything could have
happened to the modem affecting its usefulnessI have several issues with MC and really would like to
wait until The State AG and Revdex.com cases are settled before I accept anythingMediacom has failed to
deliver on it's contract and I would just like to part company and refund my money
Thanks
On Thursday, September 10, 1:PM, Michael *** wrote:
Mr*** I have not heard from you since 9/I would like to get your router returned to youPlease let me know how you would like it returnedThanks
From: *** *** mailto:***@yahoo.com
Sent: Thursday, September 03, 5:PM
To: Michael ***
Subject: Re: Your missing *** Router
I'm out of area right now.I'll let you know soon
On Thursday, September 3, 8:AM, Michael *** wrote:
Mr*** I have not heard from your regarding your *** routerPlease let me know how you want this router returned to youThanks
From: Michael ***
Sent: Monday, August 31, 12:PM
To: '***@yahoo.com'
Subject: Your missing *** Router
Mr*** we have located your router, *** model ***, I have it in the local Springfield officeHow would you like it returned?
Michael ***
Supervisor, Customer Service
The router still remains in Mediacom's possession until we hear from Mr*** where he would like us to send or deliver the router to
Respectfully
Randy ***

Initial Business Response /* (1000, 6, 2017/02/13) */
ON February 2, we replaced the internal and external drops and replaced the customers modem to correct the issues Mr*** was having
Respectfully
*** ***
Initial Consumer Rebuttal /* (3000, 9, 2017/02/15) */
While Mr
*** is correct, that the external drop and modem were replaced, solving our connection issue, it still needs noted that customer service was inadequate and a Supervisor never contacted me, though I had been told multiple times that one would
I'd also like to note that when we first began using Medicom services, in October of 2016, we were told that our residence had never had Mediacom in the past, so new drop cord would need to be installedThe tech also advised that he would be setting us up with the most recent modem availableIt does not seem that we should have encountered problems with equipment that was only months old
Hearing from our neighbors, we are not the only ones who have had troubles with MediacomUpon looking for other options, we found that Mediacom has a monopoly on the area
Bottom line, the tech that came out last time did solve our specific connection issue for the time being, but there is not much hope that we will not run into more problems in another months
A major issue that Mr*** did not address is the poor customer service that we receivedCustomer service and communication with Mediacom is still sub par, at best, and remains an issue with this company
Final Business Response /* (4000, 11, 2017/02/16) */
I regret the negative experience that Mr*** has experiencedIt certainly is not the level of commitment or level of customer service we want to strive for with our customersAs a courtesy $credit has been applied to the account for the inconvenience
Respectfully
*** ***
Final Consumer Response /* (4200, 13, 2017/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $credit was already applied to our account, not as a courtesy initiated by Mr***, rather as a result of relentless calling on my behalf due to our repeated loss of serviceThe credit had nothing to do with the poor customer service, rather it was simply common sense that we not be charged for the time where our internet service was intermittent, and at times, completely non-functioning

Credit was issued on this customers Mediacom account in June for $122.91. We have rolled on numerous calls to attempt to resolve said issues. We have replaced external F Connector, we have replaced Internal Passive, replaced the feeder connector, and also referred to maintenance found no
issuesRespectfully *** ***

Initial Business Response /* (1000, 12, 2016/11/30) */
Ms*** has a credit balance of *** Credits have been applied to her account to reflect the monthly rate she was told she would receiveThis issue should be resolveI regret the inconvenience she has been caused by this
Respectfully,
*** ***

Initial Business Response /* (1000, 5, 2017/01/26) */
Mr*** monthly rate indicated on his account reflects $***That amount breaks down to $*** for his high speed internet, $*** for his modem and taxes of .** centsHis billing cycle is for the 12th of the month thru the llth of the
month
Respectfully,
***
Initial Consumer Rebuttal /* (3000, 7, 2017/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
$*** will be fine
However, when I view my account online I see a different storyWould you be able to explain why there is a service change charge, and why I was never notified of this charge? Also, online account states $*** for the high speed Internet, $*** for the modem, and $*** for the taxesWould you be able to email me a statement that reflects the $*** total? My email should be listed on my account
Thank you
***