Mediacom Communications

A supervisor went to the customer home today to supervise review of services and issues.  Equipment was repaired and/or replaced and all service works now to the satisfaction of the customer.Customer service management has also applied a month of service credit to this customer ledger. ...

The credit will show on the next billing statement.  Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/15) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX [redacted]
Contact Email: [redacted]@mediacomcc.com
When the customer was installed, he paid $67.48. That covered 1 month of service plus 1/3 of install charge. That paid his account to...

July 15, 2015
He owed 47.49 on Aug 4, to pay account to Aug 15.
We did not receive the payment until Aug 7, resulting in a double bill plus a late fee.
After the payment was received - $47.49 and the late fee was removed -$8.50, he had a balance of $68.12 which was 1 month of service plus part 2 of 3 part install fee
The balance of 68.12 was due Sept 4, and we did not receive it resulting in a double bill ,
3rd installment of his install, plus a late fee totaling 144.12
We received 144.12 on 9/11/15 and customer currently has a zero balance
His next billing is due 10/4/15 for 47.49

Good afternoon,
A service call has been placed to checked on the issue for resolution. The Technical departement is working with Customer Service to see if a credit can be issued.
An updated will be submitted onced the resolution is complete.
 
Thank you,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
Contact Name and Title: [redacted] K. [redacted]
Contact Phone: XXX-XXX-XXXX [redacted]
Contact Email: [redacted]@mediacomcc.com
The Mediacom technician made two phone attempts during the scheduled 10 to 12 time window, and got a voicemail response both times....

The job was put into "Hold" status at 11:50AM. Customer later called in, and video with DVR service was added to the High Speed Data only job. This changed the COD amount reflected on the job. Tech explained this via phone call. Customer thought that the additional charges were added to his payment already, and the tech shouldn't have needed to collect a COD. Customer called back into customer service due to the confusion, and about the extra charge. Because of the delay caused by the confusion, the tech did not have time to complete the job on the same day, due to other previously scheduled jobs. A new job was scheduled for 6/18 in the PM 1 to 3 per the customer's request.

We are sorry that [redacted]’ service has not worked properly and apologize that the local technicians were not able to correct the services issues at her home in December. Mediacom does strive to take care of all our customers in a timely manner and to fix any issues that they are having no matter...

what town they live in. It is noted that our Total Care department spoke to [redacted] on December 28, 2017 and at that time they created a work order to be completed on January 2, 2018.  The Total Care department then canceled the December 28, 2017 work order before a local Service Tech was dispatched on the 28th.  Locally we do not know why the December 28th work order was cancelled, but will work to correct [redacted] services as soon as possible. Our local Technical Supervisor will be in Pearson today, Thursday, January 4th, 2018 and will contact [redacted] directly. The goal is to have our supervisor work with the local Service Tech to certify all cable wiring in [redacted] home and ensure it is exceeding specifications.  They will also swap the modem that delivers her internet service to ensure that the internet service is working properly.  Our supervisor will also work directly with our maintenance staff to verify all services and signal levels moving through the Mediacom network in her area are correct and that any network issues that are identified will be addressed quickly to ensure that services continue to work in her home. Currently [redacted] has a residential account where she states that she works from home.   Mediacom does offer business accounts with special Service Level Agreements (SLA).  A business SLA for [redacted] would hold Mediacom to 2-hour service window and Mediacom would have its top, senior technicians dispatched to business accounts.  This may aid [redacted] if any additional service issues arise. Once again, we apologize for any inconveniences that [redacted] has endured.  We do appreciate her as a customer and will strive to provide the best services available to her going forward. Tell us why here...

Yes this complaint has been resolved in [redacted] thought the job was not completely done

This complaint was not received from the Revdex.com until 3/14/16.Mr. [redacted]' had been disconnected in error, due to a mistake in the billing system.  Service has been restored and Mr. [redacted] has received a credit to his account equal to one month of service.

The Techincal Supervisor replaced old wiring in home and verified service is working properly.

This incident has been submitted to the Albany Director of Operations, [redacted]or review.

Good...

afternoon,
There is a  total of
$77.46 for issues with the services reported, the last credit was issued on 9/19 and is listed on the current bill.
A supervisor and maintenance went to the customer's home on 10/20 and show no current issues.
Thank you,
[redacted]

Customer was contacted and repackaged.  Customer has direct contact information for Mediacom representative for future issues.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ######## and find that this resolution is satisfactory to me.  The Supervisor came out along with another tech came out and confirmed it was not an issue I had within my personal network, they used their own computers and ruled out everything that could just be within my hardware. 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
Contact Name and Title: Annette Q/A
Contact Phone: N/A
Contact Email: N/A
I am waiting to hear back from the techs in the area to get this taken care of.
I will respond as soon as I hear anything.
Initial Consumer Rebuttal /* (2000, 7,...

2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Good afternoon,
The account is being reviewed by customer service for credit to be issued.
We will provide an update upon competion of review.
Thank you

Initial Business Response /* (1000, 15, 2015/07/27) */
Customer has had equipment disabled many times for non-payment of of bill. At that time she would bring up service issues. Technicians have run multiple tests at the home, showing that service is working properly. Customer also called in on...

one occassion to Tech Support. They ran remote diagnostics and found that the modem had been online for 12 cosecutive days without interruption. No isuees with service were identified during the call. On multiple calls, the customer has been offered a technician visit, and she has disconnected the call. Customer has complained that XBOX is not working, but all other wifi devices working fine. That is a customer equipment problem, not a service problem.

Mediacom has contacted the customer and resolved issue by repackaging into a new offer.

I would like online access to my account OR for my bill to be emailed to me. I simply want a copy of my bill so that I may pay it on time. I do not think I should have to go to my local post office and have them look for it OR take time off work to go to the Mediacom office.

Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for your letter from our consumer. We have talked directly to the customer and all issues have been resolved at this time.
I do hope this information has been helpful. Thank you for the opportunity to respond.

Good afternoon,The local Customer Service Supervisor has researched the customer's information and has submitted credits to be applied to the account. The supervisor contacted the customer to let them know the credits will be applied.We apologize that the customer has had to contact us several times...

to have this resolved.Thank you,[redacted]

Our business and service department has contacted the customer and gone out to the business to resolve the issue.