Mediacom Communications

Initial Business Response /* (4000, 13, 2015/07/09) */
6/23/15 - Mediacom representative spoke with customer. Current promotion for additional converter boxes to be free was initially for only 6 months, customer believed the 2 boxes were to be free for the entire promotion term. Mediacom agreed to...

continue to give 2 additional converters free of charge for the term of the current promotion. Reviewed the rest of the charges with customer and customer agreed they were correct. Customer advised they had experienced some issues with their high speed data service and rep offered to send a service tech. Customer stated they would call back at a later time to deal with high speed data concerns.

Good afternoon,Our Technical Operations Manager spoke with the customer today and scheduled  a service call for Monday with a Service and Maintence Tech. Thank you

Initial Business Response /* (1000, 20, 2015/09/09) */
Contact Name and Title: Todd [redacted] - Sr. Director
Mediacom is unable to respond to this complaint, as complainant did not provide any information on his account with Mediacom, such as service address or account number.

On the dates and times listed below the PPV movie titles were ordered on this customers account- this indicates to me that this customer at this time was receiving Mediacom service and reception to order these movies.  Customer was installed on April 29, 2016.  And was...

disconnected for non-payment on 09/22/16.  06/11 6:27 P.M. [redacted] Caesar! Ji 4.9906/12 9:43 A.M. Gods Of Egypt Ji 4.99

Good morning,
This complaint has been forwarded to the VP of Operations for the Southeast Region, I am in the Valdosta, GA area.
We will forward response once received.
Thank you,
[redacted]

Service issue was due to a faulty power strip, technicians plugged the modem into a wall outlet to resolve the issue.  Customer Service is contacting the customer regarding the billing/package issue.

a manager will contact the customer to discuss the billing mail procedure and care for this issue.

I have reviewed the customer letter and their account and I have learned that our field team had previously completed the new underground lines work before the issues raised by the consumer in the letter.  There was an issue with the modem and that has been resolved by engineering and technical...

managers.  I consider this matter closed.

Good morning,
This complaint has been forwarded to Phil Skinner; the Area of Operations Director for Albany, GA.
We will forward the response once received.
Thank you,
[redacted]

I have reviewed the account and I have learned that the service charges for internet have not changed.  However, the modem rental charge increased by $2.50 per month.  A customer notice was sent in August, a month before the September change, to notify the customer. Prior to this...

change, the monthly rental charge for this Mediacom equipment was $5.00 per month.  Again, the only change was the increase in equipment rental costs.  Customers can save all rental equipment costs for the internet service by returning the Mediacom owned modem and purchasing their own modem, as long as it meets specifications for Broadband Internet Service. Thank you for the opportunity to respond.  I consider this matter closed.

Mr. [redacted] is no longer with the company, resulting in a delay in receiving your correspondence.  We will contact the claimant and resolve the issue.

I have credited both install fees back to your account which was a total of $59.99..You are paying $107.58 plus taxes and fees per month.And if you were told incorrectly I myself do apologize for the problems you have had starting up Mediacom services. Hopefully things will be better for you now with the Mediacom service.

[redacted]3:28 PM (11 minutes ago)to Better More information is needed in regards to this account.  What was the address that [redacted] provided service to this customer at?  What was the customer’s name on the account?  Respectfully [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Complaint: ########
I am rejecting this response because: Since the complaint was reported to them they have been retaliating against us, every other day this week , in the morning we turn on our TV to watch the local weather and all the TV'S are blank' no sound or picture, and no matter what chanel I watch, within three to five minutes the picture starts tiling and the sound goes off, and yes they say they have been working on it, but it has been going on for over a year, and as far as the On Demand, they have been promising to get it in this area back in 2009 the first time I contracted with them, the only reason I came back was for the phone, which now they turn off my Modem and we lose phone, and internet. PS: why should we have to pay the same rates as everyone else when we don't get full service, I mean can we start billing them for lost service, or deducting from our bill, every month.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Ok, I understand the pricing, even though I was told by your company $104, so I do feel either I was manipulated or deserve an apology for a mistake. I also must inquire why I am missing the sports channels now that were the alternate to Mediacom not having Fox? 
Sincerely,
[redacted] J. [redacted]

Good morning,
We have researched the following complaint and the customer has received a credit to their Mediacom Cable Account in the amount of $ 77.46. This complaint is considered complete and can be closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have read the letter from the customer and have reviewed the account and I have learned that a technical manager was able to reach out and talk directly to our customer.Once our technician was in the home, and equipment and lines were tested, Mediacom determined that the problem was with a...

customer owned wireless router and not the internet powered by Mediacom.  The customer agreed with the findings and was going to switch to a better newer dual band router of their choice to fix the wireless issues.Thank you for the opportunity to respond.  I consider this matter closed.

Mediacom does apologize that the internet service disconnect process was not correctly provided to Mr. [redacted].
Mediacom does have Mr. [redacted]’s request to disconnect his internet service that was made on 9/16/15. The disconnect of internet service was completed on 9/25/15 with a service credit owed...

to Mr. [redacted] of $4.44 (The service stop bill date was as of 9/17/15).
At that same time the disconnect was completed on 9/25/15 in field, there was an automated processes that charged Mr. [redacted] for an Early Termination Fee of $124.63.  This changed Mr. [redacted]’s balance to $120.19 ($124.63 ETF minus $4.44 owed back to Mr. [redacted]).  This Early Termination Fee had already been requested to be removed by the Mediacom [redacted] who processed the Disconnect, but that approval did not occur until after the bill for $120.19 was sent to Mr. [redacted] on 9/25/15.
Mr. [redacted] promptly paid the $120.19 bill on 10/16/15.
On 10/19/18 the original request to credit the Early Termination Fee was approved and a $124.63 credit was applied to Mr. [redacted].
Mr. [redacted]’s account now has a $124.63 credit due to Mr. [redacted] ($120.19 bill paid by Mr. [redacted] plus the $4.44 credit balance).
 
All Services have been disconnected and billing of those services stopped on 9/16/15.  Mediacom is processing the credit owed to Mr. [redacted] and will be mailing a check to Mr. [redacted] for the credit amount of $124.63.
Mediacom would like to thank Mr. [redacted] for his service and apologize for not providing Mr. [redacted] with the accurate information to stop him from paying $120.19 from a bill that did have full ETF credits yet approved, but that amount will be fully refunded.
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Mediacom Communications Corporation