The Tech supervisor has been trying to get a hold of customer. He has left messages the name on the voice mail is Melissa. This is what we are getting with the phone number. Name of supervisor is Eric.
Initial Business Response /* (1000, 8, 2015/09/15) */
[redacted],
They will be in the area around the 16th of September and will be adjusting the upstream modulation to reduce the upstream utilization in the entire area.
If it is not working for you by Friday the 18th please let us know so we can get...
out to your home. I will do credits on your account for the time you have had issues with your internet. I will not be able to credit the overages that are on your account.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sunday (9/20/15) our neighborhood had an outage for several hours in the morning. Sunday night speeds were slow. Monday night (9/21) speeds were slow. This morning (9/22) speeds are intermittently slow. We need the strong, stable internet connection. This needs to be resolved.
Final Business Response /* (4000, 12, 2015/10/01) */
I am showing that you called in and cancelled the trouble call over automated system. Has this been taken care of for you then or are you still having issues. If having issues you will need to call in and schedule a trouble call again but DO NOT cancel it even if it is working.
[redacted],This is what I received in response to your request of service.If they want to keep our internet and voice service on the business side, I have no issue with them going to residential for video (if it is residence and not business). They will need to spend the same or more with residential.
[redacted],
The contract was signed by you and if you disconnect there will be an early termination fee applied. You can do a transfer of service but it will be the same price as you are paying now.
I do have a copy of the contract and it does not say anything about VOD. For the video services it says Basic service, DVR service and Music Choice.
If you would like a copy of the contract I can send it to you.
[redacted],They have fixed your billing. You will be paying 126.89 plus taxes and fees. It was put under a 3yr contract but you will NOT be charged an early termination fee if you decide to disconnect. I have that noted on your account and you can also use this showing that there will NOT be and early termination fee.Thank you
I am sorry for the way you were treated & miss leading information given to you, This should not have happened. It is correct that our Collections department are the only people who can make a promise to pay or as you said an extension on making your payment. I do see that you have a promise to pay in place as of 3/27 and your services are reinstated. A promise to pay can on be given every 6 months so you are aware that another cannot be given for 6 months. Again I am truly sorry for the way you were treated over the phone that should never have happened. However, so glad to see this is resolved for you.
I am rejecting this response because:
We do not feel that this is an adequate response to the complaint. Although they have technicians coming today, it does not clarify any resolution from the previous efforts,...
or lack of effort's. There has been no support as far as compensation for the deficiencies, so we reserve Judgement until final resolution is completed.
[redacted],I was reading the information you sent me. If you look at the front of the mailer with your name and address in the small print on left side you will see it says all three services.
[redacted],I will get this sent to the tech supervisor. The residential internet service is not used for business we do have a business internet that can handle the kind of traffic that is used for businesses. I will get this to the tech supervisor for you to see what is going on with your...
Initial Business Response /* (1000, 5, 2016/02/04) */
[redacted],
You will need to call in and put a trouble call in. There was one put in on November 10 2015 and the tech was asked to leave when he started asking questions. When a tech comes out he/she will need to ask questions about the equipment....
If you can call in and set up a call I am sure we can get things working for you.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tech was not just "asking questions"
He was being an utter [redacted] and was acting very aggressively. For example, when he wanted the tv on we were trying to turn it on and he says "uggghhhhhh! Just turn it on already!"
This is the second time someone has been to our house to try to fix something.
I want the money back that we lost because your jerk of a service people don't know what in hell they are doing.
Quite frankly I'm incredibly feed up with you as a company. We are good customers and always pay our bills and such and this is how you treat us?
Final Business Response /* (4000, 16, 2016/02/24) */
Below is the e mail that was sent between the tech and Mr. [redacted]
-----Original Message-----
From: [redacted] mailto:[redacted].[redacted]@gmail.com
Sent: Wednesday, February 17, 2016 3:33 PM
To: Michael [redacted]
Subject: Re: HD issues
I apologize for the inconvenience, my phone was off today. I will look at my calendar and give you a call.
Thanks,
[redacted]
On 2/17/16, Michael [redacted] wrote:
> [redacted],
> My name is Michael [redacted] a Technical Operations Supervisor
> Mediacom in Chanhassen MN. I understand you are having issues with
> your cable TV and would like to help. I have left two phone mail
> messages 1st , 2-16-2016 at 9am, and the 2nd , 2-17-2016 at 9:35am,
> the number I called was [redacted]. Please give me a call at your earliest convince [redacted].
>
> Thanks,
>
> Michael J. [redacted]
Initial Business Response /* (1000, 8, 2015/09/09) */
[redacted],
The modem that was on your account has been removed.
There is a balance on your account in the amount of $15.25. When that is paid up your account will be cleared.
Thank you
[redacted],I cannot credit the $74.10 back to you. That did take you to the date of disconnect.I am guessing that when someone told yo that you would go to CPA that she was saying that if the bill does not get paid then it does go to Collections. She most likely was not threatening you just letting you...
know that is what happens.If it came off as a threat I do apologize for that. I can pull the phone calls and listen to all of them and see what was and was not said and if the rep did tell you a different amount then I will see what I can do about it. Also the 569.07 bill was probably for equipment that was on your account when the bill printed but is now off the acct.
I am rejecting this response because:
If you would have looked at the transcript after the tech left I had to call the tier 2 coordinator and was on the phone with him for 2 hours after the tech did nothing. Also the salesman who sold us the cable miss quoted our prices and now our prices have gone up due to his miss quote. I am filling this for the lack of service that was given I have over 40 emails back and forth to your total care department showing all the details. We also signed up for cable and was promised a price that wasnt true.
I am rejecting this response because:
Internet yet again went out 4 times on Friday and already twice today. I am not doing high traffic and don't need a business line. The internet had no problems until 2 months ago so I am not sure what they updated or change but it just needs to be fixed. I should not have to be paying for internet service till this is fixed.
Initial Business Response /* (1000, 8, 2015/12/28) */
[redacted],
Unfortunately the bury will not be complete this year. It will be done spring of 2016. You are on the list for then. Due to ground conditions with the rain and warm weather we have been having and then the cold temps and frozen...
ground we cannot get in to bury.
As I said will be done spring of 2016.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/09/14) */
[redacted],
There will be Maintenance work being done on September 16th.
If credit is due on the account I will give the credit to you. I do have to wait until the work is done.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14)...
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I refuse to pay my bill at this time for inferior service and repetitive problems. This is old and I am ready to go to the local news channel about it and make public aware of the sy service and games that are played. With the amount of times you people have had to fix my internet, cable. You are now starting to cost me money and have with clients. Your techs never ever fix the problem permanently anyways
Final Business Response /* (4000, 9, 2015/09/15) */
If the bill goes up for non pay I will not be able to turn it back on until payment is received.
The technician's will have to find out what is wrong and where it is at and then get it fixed then I can do credit where it is needed.
[redacted],Last night the tech should have taken care of everything for you. He has emailed me this morning and told me there was a temp drop run and they provisioned all the equipment. If you are still having issues please let me know.Thank youAnnette Waseca QA
Initial Business Response /* (1000, 5, 2015/09/11) */
Mr and Mrs [redacted],
We do apologize for the issue with your drop being buried. Jeff emailed me this, "I have talked with the customer and have things ironed out with them. The drop will be buried Tuesday weather permitting."
Hopefully the...
weather lets us get this taken care of.
Final Business Response /* (1000, 18, 2015/09/29) */
Answer was given on 9-11-15 on the first request.
Cable was buried on the 22nd of September 2015
The Tech supervisor has been trying to get a hold of customer. He has left messages the name on the voice mail is Melissa. This is what we are getting with the phone number. Name of supervisor is Eric.
Initial Business Response /* (1000, 8, 2015/09/15) */
[redacted],
They will be in the area around the 16th of September and will be adjusting the upstream modulation to reduce the upstream utilization in the entire area.
If it is not working for you by Friday the 18th please let us know so we can get...
out to your home. I will do credits on your account for the time you have had issues with your internet. I will not be able to credit the overages that are on your account.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sunday (9/20/15) our neighborhood had an outage for several hours in the morning. Sunday night speeds were slow. Monday night (9/21) speeds were slow. This morning (9/22) speeds are intermittently slow. We need the strong, stable internet connection. This needs to be resolved.
Final Business Response /* (4000, 12, 2015/10/01) */
I am showing that you called in and cancelled the trouble call over automated system. Has this been taken care of for you then or are you still having issues. If having issues you will need to call in and schedule a trouble call again but DO NOT cancel it even if it is working.
[redacted],This is what I received in response to your request of service.If they want to keep our internet and voice service on the business side, I have no issue with them going to residential for video (if it is residence and not business). They will need to spend the same or more with residential.
[redacted],
The contract was signed by you and if you disconnect there will be an early termination fee applied. You can do a transfer of service but it will be the same price as you are paying now.
I do have a copy of the contract and it does not say anything about VOD. For the video services it says Basic service, DVR service and Music Choice.
If you would like a copy of the contract I can send it to you.
[redacted],They have fixed your billing. You will be paying 126.89 plus taxes and fees. It was put under a 3yr contract but you will NOT be charged an early termination fee if you decide to disconnect. I have that noted on your account and you can also use this showing that there will NOT be and early termination fee.Thank you
I am sorry for the way you were treated & miss leading information given to you, This should not have happened. It is correct that our Collections department are the only people who can make a promise to pay or as you said an extension on making your payment. I do see that you have a promise to pay in place as of 3/27 and your services are reinstated. A promise to pay can on be given every 6 months so you are aware that another cannot be given for 6 months. Again I am truly sorry for the way you were treated over the phone that should never have happened. However, so glad to see this is resolved for you.
I am rejecting this response because:
We do not feel that this is an adequate response to the complaint. Although they have technicians coming today, it does not clarify any resolution from the previous efforts,...
or lack of effort's. There has been no support as far as compensation for the deficiencies, so we reserve Judgement until final resolution is completed.
[redacted],I was reading the information you sent me. If you look at the front of the mailer with your name and address in the small print on left side you will see it says all three services.
[redacted],I will get this sent to the tech supervisor. The residential internet service is not used for business we do have a business internet that can handle the kind of traffic that is used for businesses. I will get this to the tech supervisor for you to see what is going on with your...
service.
Initial Business Response /* (1000, 5, 2016/02/04) */
[redacted],
You will need to call in and put a trouble call in. There was one put in on November 10 2015 and the tech was asked to leave when he started asking questions. When a tech comes out he/she will need to ask questions about the equipment....
If you can call in and set up a call I am sure we can get things working for you.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tech was not just "asking questions"
He was being an utter [redacted] and was acting very aggressively. For example, when he wanted the tv on we were trying to turn it on and he says "uggghhhhhh! Just turn it on already!"
This is the second time someone has been to our house to try to fix something.
I want the money back that we lost because your jerk of a service people don't know what in hell they are doing.
Quite frankly I'm incredibly feed up with you as a company. We are good customers and always pay our bills and such and this is how you treat us?
Final Business Response /* (4000, 16, 2016/02/24) */
Below is the e mail that was sent between the tech and Mr. [redacted]
-----Original Message-----
From: [redacted] mailto:[redacted].[redacted]@gmail.com
Sent: Wednesday, February 17, 2016 3:33 PM
To: Michael [redacted]
Subject: Re: HD issues
I apologize for the inconvenience, my phone was off today. I will look at my calendar and give you a call.
Thanks,
[redacted]
On 2/17/16, Michael [redacted] wrote:
> [redacted],
> My name is Michael [redacted] a Technical Operations Supervisor
> Mediacom in Chanhassen MN. I understand you are having issues with
> your cable TV and would like to help. I have left two phone mail
> messages 1st , 2-16-2016 at 9am, and the 2nd , 2-17-2016 at 9:35am,
> the number I called was [redacted]. Please give me a call at your earliest convince [redacted].
>
> Thanks,
>
> Michael J. [redacted]
Initial Business Response /* (1000, 8, 2015/09/09) */
[redacted],
The modem that was on your account has been removed.
There is a balance on your account in the amount of $15.25. When that is paid up your account will be cleared.
Thank you
[redacted],I cannot credit the $74.10 back to you. That did take you to the date of disconnect.I am guessing that when someone told yo that you would go to CPA that she was saying that if the bill does not get paid then it does go to Collections. She most likely was not threatening you just letting you...
know that is what happens.If it came off as a threat I do apologize for that. I can pull the phone calls and listen to all of them and see what was and was not said and if the rep did tell you a different amount then I will see what I can do about it. Also the 569.07 bill was probably for equipment that was on your account when the bill printed but is now off the acct.
I am rejecting this response because:
If you would have looked at the transcript after the tech left I had to call the tier 2 coordinator and was on the phone with him for 2 hours after the tech did nothing. Also the salesman who sold us the cable miss quoted our prices and now our prices have gone up due to his miss quote. I am filling this for the lack of service that was given I have over 40 emails back and forth to your total care department showing all the details. We also signed up for cable and was promised a price that wasnt true.
I am rejecting this response because:
Internet yet again went out 4 times on Friday and already twice today. I am not doing high traffic and don't need a business line. The internet had no problems until 2 months ago so I am not sure what they updated or change but it just needs to be fixed. I should not have to be paying for internet service till this is fixed.
Initial Business Response /* (1000, 8, 2015/12/28) */
[redacted],
Unfortunately the bury will not be complete this year. It will be done spring of 2016. You are on the list for then. Due to ground conditions with the rain and warm weather we have been having and then the cold temps and frozen...
ground we cannot get in to bury.
As I said will be done spring of 2016.
Initial Consumer Rebuttal /* (2000, 10, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/09/14) */
y service and games that are played. With the amount of times you people have had to fix my internet, cable. You are now starting to cost me money and have with clients. Your techs never ever fix the problem permanently anyways
[redacted],
There will be Maintenance work being done on September 16th.
If credit is due on the account I will give the credit to you. I do have to wait until the work is done.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14)...
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I refuse to pay my bill at this time for inferior service and repetitive problems. This is old and I am ready to go to the local news channel about it and make public aware of the s
Final Business Response /* (4000, 9, 2015/09/15) */
If the bill goes up for non pay I will not be able to turn it back on until payment is received.
The technician's will have to find out what is wrong and where it is at and then get it fixed then I can do credit where it is needed.
Could you please send a copy of the flyer you received.
[redacted],Last night the tech should have taken care of everything for you. He has emailed me this morning and told me there was a temp drop run and they provisioned all the equipment. If you are still having issues please let me know.Thank youAnnette Waseca QA
Initial Business Response /* (1000, 5, 2015/09/11) */
Mr and Mrs [redacted],
We do apologize for the issue with your drop being buried. Jeff emailed me this, "I have talked with the customer and have things ironed out with them. The drop will be buried Tuesday weather permitting."
Hopefully the...
weather lets us get this taken care of.
Final Business Response /* (1000, 18, 2015/09/29) */
Answer was given on 9-11-15 on the first request.
Cable was buried on the 22nd of September 2015
I have credited back the charge for the modem. The charge was 139.00