Mediacom Communications Corporation

Initial Business Response /* (1000, 17, 2015/08/11) */
[redacted]Document Attached[redacted]
A heads up was given: Please see the attached. This was page three of Mr. [redacted]'s May 02,2015 monthly statement which is also available and viewable online. It is a RATE NOTE notification that the promotional rate is...

going to expire the following month and giving him the customer service phone number to call into customer service to find out what his options would be.
Respectfully
[redacted]

Initial Business Response /* (1000, 15, 2016/12/12) */
Several issues, unshielded wallfished RG59 line. Advised to contact electrician to get line replaced in order to get issue resolved.
Respectfully
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2016/12/14) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
The guy who wrote that response put in as much effort into the response as some of their techs did in troubleshooting. In-other-words, none. The unshielded cable was eliminated as a root cause as evidenced by the video posted in the forums and confirmed by your most recent tech. The issue has been squarely isolated to the Mediacom side of the system.
Furthermore, at no time has any manager contacted me. The most I've gotten was a recent visit from a "senior" tech who actually talked to me like I knew what I was talking about. However, he made no adjustments and promised to have a manager follow up with me. So far, that hasn't happened.
Buy just to reiterate and be clear, any claim that the source if the problem is on me and within the wiring of my house has been unequivocally proven to be false. This weak response from Mediacom is indicative of the service I've received which is the primary source if my anger and frustration.
Not accepted! Still a dissatisfied customer.
Final Consumer Response /* (4200, 35, 2017/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response, purposely or not, is also inaccurate. Every technician that has come to my residence came inside, took readings, and gave recommendations. None of those recommendations proved to be fruitful. The last visit was on 12/12/16 by [redacted]. He confirmed that my RG59 cable was not the source of my issues. He also advised that the 6-port junction box at my pole was full, and that he would check to see if any work had been done in the area that may affect my signal. On 12/14 [redacted] from Mediacom called me in an attempt to set up a visit. At the time of the call, I was unable to meet [redacted]'s schedule and we ended the conversation with the agreement that I would contact [redacted] to arrange a meeting at a mutually agreeable time. I called [redacted] back at 14:21 on 12/16 to set up that meeting. I got his VM and left a message. Having not heard from [redacted], I called him again at 15:24 on 12/20, again getting VM and leaving him a message. That is the last time I tried. I never received a return call from [redacted] or Mediacom to set up this meeting. This meeting is crucial, in my opinion, so I can get details of what has been done specifically. I am confident this issue will continue and I do NOT want to start at zero each time.
I want to point out that my desired resolution of this complaint is this meeting. It is not a monetary request, nor a request for free service. This is essentially a no-cost resolution. Mediacom's inability or refusal to provide me this meeting has only fanned the flames of my discontent and made this entire issue more contentious than it had to be. It has cost me valuable time and effort and has caused much needless frustration. If Mediacom would simply send a MANAGER, SUPERVISOR OR EXECUTIVE to my house to discuss the entire issue, I would be satisfied. Thus far no one of that level has made this visit, and until that happens, I consider the issue unresolved.
Final Business Response /* (4000, 37, 2017/02/06) */
Two techs and two supervisors met with Mr. [redacted] on 2/3/2017 at 2:00 PM. While on-site we replaced everything that was accessible to us. Items replaced are SDU, ground block, and all connectors at the common point, we also replaced internal line feeding cable set top box. There is a few things that still need to be addressed but was unable to because the amount of clutter in the locations we needed to access, There is a RG-59 line that has multiple splices that was inaccessible. Mr. [redacted] also would not allow us to swap his 6412 DVR box that tiles when you watch recordings.
Respectfully,
[redacted]

[redacted]Document Attached[redacted]
Uploading sample of modem connection log showing exact issue and today the issue occurred twice within 5 hours. (Router Error.pdf)

Initial Business Response /* (1000, 8, 2017/05/09) */
On April 14, 2017 Mediacom technicians rewired three outlets and re-ran the drop to help eliminate the issues that Mr. [redacted] was experiencing.
Respectfully
[redacted]

Initial Business Response /* (1000, 16, 2016/10/27) */
Mr [redacted] entered into what is called a "switch and save" agreement which allows him considerable savings however part of that agreement is that he is to send to [redacted]@mediacomcc.com his most current statement from the service of...

which he switched from. Once the Switch and Save service has received that statement he may notify customer service and the appropriate adjustments can be made to the account at that time.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 19, 2016/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent a screen capture of my latest bill from my iPad to the appropriate e-mail address on Oct 3, 2016. I have yet to hear back from them. I have been on the phone multiple times with customer service to try to resolve this issue. A CS lady in the billing department told me this week that I needed to send this in. She then backtracked and said that I had received 3 $20 credits on Sept 13 and 14. She said that was my switch and save. I tried to question her further because of what she said and what another CS agent had told me on Oct. 3 about not sending it in. She would not comment any further except to say that I had the switch and save. It is interesting to note that I received these 3 $20 credits right after I filed the complaint with Revdex.com. Thank you for continuing to work on my behalf as I try to solve this issue.
Final Business Response /* (4000, 26, 2016/11/08) */
Mediacom has been in communication with Mr [redacted] to resolve this issue and to locate the copy of his previous providers statement. The credits have been applied to his account, late charges removed and the account now reflects the correct charges. We regret any inconvenience that Mr [redacted] may have experienced with this situation.
Respectfully
[redacted]
Final Consumer Response /* (2000, 29, 2016/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally received a call from a sales rep from MediaCom. He was very helpful. He corrected all the errors in my billing and credited my account with all the credits that were due. He also made sure the remainder of my contract will be correct. MediaCom needs to improve their customer service. The original salesperson had a family medical issue and MediaCom did not provide any backup service for his customers. The local office and the CS reps on the phone were of no help in solving this issue. Had I not filed a complaint with Revdex.com, this issue would still be ongoing.

Initial Business Response /* (1000, 12, 2016/10/13) */
Voluntary disconnect was completed on October 4th and Money Back Guarantee policy was honored. There is an $[redacted] credit on the customers account and a check will be processed and mailed to the customer if not already. ...


Respectfully,
[redacted]

Initial Business Response /* (1000, 7, 2015/06/16) */
I am requesting this customer be placed on a no call list and not be a part of our advertising campaigns.
This process can take up to 60 plus days or so to get address removed from any preprinted ads already in circulation. ...


Respectfully,
[redacted]

Initial Business Response /* (1000, 9, 2015/04/24) */
The terms on this account are as follows:
SLD://OFFER 1920 PERF 2YR CONTRACT TP FAM 1*,DVR BOX W/ SERVICE,ADD DCT, PRIME PLUS 20/30MB HSD & [redacted] OFF PRICE)//YR [redacted] FREE 3 [redacted] MODEM [redacted] INSTALL FEE...

SPLIT OVER 3 [redacted] ACTIVATION//NEW# XXX XXX XXXX//TELERISK RAN NO 1 TIME CUSTOMER [redacted] (SHOWTIME FREE 3 MOS)

Mr [redacted] was on a promotion video/internet package allowing him to enjoy Mediacom services at a reduced price for a period of one year.  Once the promotion ended the prices went to normal pricing.  I regret that Mr. [redacted] is unhappy about this change however, when Mr [redacted] phoned...

into Mediacom customer service department- the retention department spoke with him about the situation and offered to credit the difference in the previous month and the current month as a courtesy.  Respectfully,[redacted]

Initial Business Response /* (1000, 15, 2015/06/04) */
This customers service has been disconnected and money refunded. If any additional questions please don't hesitate to ask.
Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2017/05/09) */
Mr. [redacted]'s Mediacom account cycles on the 19th day of each month. His billing bills from the 28th of each month to the 27th of the next month. Mr. [redacted] phoned in on 5/4/17 and indicated he wanted to disconnect his service on 5/16/17. An...

example would be that on 3/19/17 Mr. Houulin's bill cycled for the time period of 03/28-4/27. On 04/16/17 a payment of $73.06 was made resulting in a zero balance on the account. On 04/19/17 the account cycled for services from 04/28-05/27. The account does have a pending voluntary disconnect with a stop billing date of 05/17/17. Once the disconnect is completed and the equipment is returned and or collected- the account will prorate the balance up to the end of service date.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint has to do with a phone call on 4/24/17 not the phone call on 5/4/17. The phone call on 4/24 was me calling to disconnect but I never did on that call. What I did instead was ask your customer representative when my bill was paid up to. He told me the 19th. Now knowing this date I called my new provider to set up a installation date for sometime before the 19th. When I called back on 5/4/17 to officially cancel services I was informed the the person I talked to on 4/24 had look at and told me the wrong paid up to date of the 19th. Mediacom then told me I would have to pay for services up to the 19th. There never would had been an issue if they told me the correct date from the beginning because I would had set up the new installation before my next billing period. I don't think that its my responsibility to pay money for something that was your mistake.
Final Consumer Response /* (4200, 11, 2017/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
During that 4/24/17 conversation I said something along the lines of "when is my bill paid up to." The response I received was "the 19th of May." I then responded with something like "so if I bring you the equipment and don't go over on my data data limit I will owe you nothing more after the 19th." The answer I received was "that is correct." I then made a call to the new provider to set up new services and used dates based off what your associate told me on 4/24/17. Since your employee told me the incorrect dates and I made plans off those date I still don't see how you think I owe you money for something that is entirely your fault. I do not accept the pro-rated response. I propose that you honor what your employee said during the 4/24/17 conversation. That if I bring back all equipment I owe you nothing more.
Respectfully,
[redacted] H
Final Business Response /* (4000, 9, 2017/05/15) */
The recorded call from 04/24/17 was pulled and I listened to the conversation. After referencing the disconnect on the account and the stop bill date is reflected as 05/17/17. Since Mediacom bills a month in advance for its services the account will be pro-rated once the account is disconnected. Any equipment on account will need to be returned before account can be fully settled.
Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2016/08/01) */
Mediacom has applied a months internet service worth of credit to Mr. [redacted]'s Mediacom account and contacted Mr. [redacted] to verify that he will be home all day today and that he will answer a call from the New Your area code that the tech will...

be calling from. We will be routing the on-call tech to Mr. [redacted]'s home to

Initial Business Response /* (1000, 9, 2017/01/26) */
Customer couldn't connect to wifi. Technician provisioned the modem, changed the wifi information since it was dropping the internet- power cycled the modem and main TIVO all after swapping modem. Credit in the amount of $18.25 was applied to...

customers account.
Respectfully,
[redacted]

Initial Business Response /* (1000, 9, 2015/08/28) */
Ms. [redacted]'s service is currently pending a voluntary disconnect of service. When a disconnect of service is requested there is a stop bill date selected and that stop bill date was selected on the date the person called in to stop service so...

no further charges were pending. Once disconnect is completed the customer account should be credited back to August 10th and no early term fee applied due to the issues that have occurred. We regret that Ms. [redacted] has had these issues and as we resolve this we hope Ms. [redacted] would consider giving Mediacom another opportunity.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (2000, 11, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
have not received a final bill yet. when turn in box was told they would have to send us a final bill. That is the only reason I haven't closed complaint yet, waiting to make sure bill is how it should be.

Initial Business Response /* (1000, 12, 2015/02/17) */
We do our best to accommodate all requests made by our customers to provide them with the equipment they request, however, availability of equipment is always a key factor in being able to supply the exact brand and model that is requested. We...

do our best to supply each and every customer with the best quality equipment. According to Mr. [redacted]'s account there have been several service calls placed for this service. On 2/3/15 we replaced the modem, previous to that, on 1/30/15 a service call was cancelled at precall, on 1/19/15 we were unable to contact anyone, on 1/16/15 customer changed mind, on 11/17/14 service call was cancelled at the door, and on 11/05/14 again customer was unable to be contacted. If service issues are still existing, please feel free to call into our customer service and place a service call and allow us an opportunity to repair the service so that we can get your service working properly.
Respectfully
[redacted]

Initial Business Response /* (1000, 9, 2016/10/13) */
Mediacom account closed with payment of $[redacted] paid. No permanent reporting to CPA or credit bureau.

Initial Business Response /* (1000, 5, 2015/11/18) */
call was pulled - [redacted] called in with 79.95 flyer - rep went over rate plus modem. Per Supervisor, [redacted] called and was quoted correctly on call that was pulled. Offered 1 month credit for the confusion but subscriber declined indicating she...

would shop around.

Initial Business Response /* (1000, 15, 2014/12/12) */
Since Mediacom bills in advance, the online billing would be showing the next months billing. However Mr. [redacted] last payment of $[redacted] on Sept 30th brought him to a zero balance. This should resolve the issue....


Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/16) */
A [redacted] credit has been applied to Ms. [redacted]'s Mediacom account in hopes of easing her frustration she has experienced with her Mediacom service.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The...

consumer indicated he/she DID NOT accept the response from the business.)
Dear People: Can you not read? I am without a computer and am currently traveling to [redacted] each morning to do my on-line classes. I want Mediacom to come to my house and restore my computer so I can do on-line classes. I have now been without my computer since, May 26. Your [redacted] credit to my account does not get it. I want someone to come and get my computer going. It was working when Mediacom came to my house the first time. I have letter ready to turn over to Newspaper if this matter is not resolved soon. I am tired of fooling with Mediacom. I have spent a lot of gas money going to [redacted] each day and the price of satisfaction is going up each day. I don't understand why people can't read. I stated clearly in my complaint that my computer is not working. I DO NOT HAVE A COMPUTER WORKING TO DO MY ON-LINE CLASSES. CAN SOMEONE PLEASE READ PLAIN ENGLISH OR DO I HAVE TO PUT IT IN SPANISH?
Final Business Response /* (4000, 16, 2015/07/07) */
[redacted]Document Attached[redacted]
Mediacom rolled on a trouble call on May 29th and discovered that the Mediacom service was functioning adequately. In fact the call was closed as customer owned equipment causing the issue. The tools Mediacom uses to test modems show that Ms. [redacted]'s modem has been u and functioning for at least the past 7 days, 17 hours and 21 mins. Or at least as far back as our report will show Also, another tool we show indicates the past three months usage in the attachment.
Respectfully,
[redacted]
Final Consumer Response /* (4200, 18, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am disappointed with Mediacom and nothing they have to say will make it go away. They have a problem LISTENING to what the issues are. I was out of a computer for more than 30 days because of their stupidity and disconcern for me. I recently called a nice lady in Florida, who works for Mediacom and she took the time to LISTEN to me about my issues with my computer. She talked to a supervisor, and he called me and informed me that whoever installed my modem, did not complete the job. He said he was working on the problem at that time. Later in the evening my computer was working, because of what someone in Florida had done for it.NOW you ask me if I am resolved with my issues with Mediacom of Springfield, Mo. I really want to leave this on their record, because I feel that the people of Springfield should know what Mediacom of Springfield is all about. HAVE A GOOD DAY! LEARN TO LISTEN!

Initial Business Response /* (1000, 5, 2017/02/13) */
This customer resides outside the service area of which we provide service and outside the service area for which this Revdex.com services. Please forward to the appropriate Revdex.com.