Metrocast Communications of MS, LLC

MsClopton, We have contacted Mr [redacted] and addressed his concerns...see attached letter The main issues are with the [redacted] server We have contacted our network provider to make them aware of this issue Should you have any questions or need additional information, please feel free to contact me.Thank you, [redacted] General ManagerMaxxSouth Broadband [redacted] ** ***Direct: (662) [redacted] Cell: (662) [redacted] Fax: (662) [redacted] Email: [redacted] @maxxsouth.com

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]

Mr [redacted] 's signal problem was due to a loss connector on his TIVO equipment We replaced the connector and all was working well when the technician left his home As far as the online programming apps, there are requirements from the programmers as well as MaxxSouth Although Mr [redacted] is living in MSU housing, we are willing to work with him to see if we can make these services available to him I am asking him to contact me if he is interested in working with us in setting up a test account in his name If you have any questions or need additional information, please call me at (662) [redacted] Thank you, [redacted] Regional General Manager Maxxsouth Broadband

This is the worst internet service, with the worst customer service I have ever seenFirst it took weeks for them to bury the lines lieing across our yard and they only did that after we called times to complain..we actually have to turn our wifi off to use the internet on our phones! This is of course WHEN we can actually get the wifi to work..our latest complaint with them, we actually called to cancel our service because it was so bad..the customer service person talked me into letting someone come to look at it..well needless to say, I arranged my work schedule to be there and lo and behold he did not show..I called them again and they finally sent someone days later..all this guy did was come inside and reset the modem( which we do on a weekly basis to get the wifi to work for a day or so)I never should have left AT&T and im canceling this crap to go back to them..customers beware..you will not get decent wifi OR customer service OR tech support with this company

Mr [redacted] 's signal problem was due to a loss connector on his TIVO equipment We replaced the connector and all was working well when the technician left his home As far as the online programming apps, there are requirements from the programmers as well as MaxxSouth Although Mr [redacted] is living in MSU housing, we are willing to work with him to see if we can make these services available to him I am asking him to contact me if he is interested in working with us in setting up a test account in his nameIf you have any questions or need additional information, please call me at (662) [redacted] Thank you, [redacted] Regional General ManagerMaxxsouth Broadband

February 9, 2016Mr [redacted] ** ***Re: Revdex.com of Mississippi Complaint # [redacted] Complainant’s Name – [redacted] Dear Mr [redacted] :This letter is being submitted in response to the above-referenced informal complaint detailed in the Notice of Informal Complaint dated February 1, issued by the Revdex.com of Mississippi.First, let me apologize for our failures which you felt required you to file an informal complaint with the Revdex.com of Mississippi The allegations of your complaint of slow internet speeds are factually correct Probably more so during the time frame of 3:pm to 10:pm as this is the prime time for internet users As you have discussed with [redacted] ***, our Technical Operations Supervisor, the underlying issue is the fiber optic node that services your area is overloaded and in need of being ‘split’, which allows more bandwidth for our internet customers This project was scheduled to occur in but due to the impending sale of MetroCast to MaxxSouth Broadband, was postponed until the acquisition was complete This project is scheduled to begin this weekOnce this is completed, you service will be much better and the speed will vastly improved We will contact you once the project is completed to verify that your speeds have increased and there are no other issues For your inconvenience, we will be crediting half a month's internet service to your account for two (2) months This credit will reflect on your next two (2) billing statements.Once again, I am sorry for your frustration and inconvenience If you have any questions or comments, please do not hesitate to contact me at (662) [redacted] or via email at [redacted] @maxxsouth.com.Sincerely, [redacted] General ManagerCc: Linda Clopton (Revdex.com Complaints) [redacted]

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] %

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.
Regards,
*** ***

MrClopton:
It was a pleasure speaking to you this morning. As I mentioned in our conversation, MetroCast Communications of Mississippi, LLC. is aware of
Mr***'s complaint
MetroCast will be making changes to our network this week in order to correct
the issue
In addition, I spoke to Mrs*** this morning as well explaining our plan of action
I will follow up with the ***'s next week to make sure that all is well
Sincerely,
*** ***
Southern Region Operations Manager
MetroCast Communications of Mississippi, LLC
***

This company has poor internet service and even worse customer serviceI have never experienced speeds near what I am paying for ~50MbpsI have been hung up on multiple times by their "customer service"Especially when I mentioned poor service and needing help getting my wifi fixedEveryone I've spoken to has been rude

The attached letter is our response to the complaint from *** ***I left a voice-mail for Mr*** informing him the drop had been buried and that we were applying a credit to their accountI have not heard back, so I am making the assumption that this complaint is
closed.Thank you

MsClopton, We have contacted Mr*** and addressed his concerns...see attached letter. The main issues are with the ***server. We have contacted our network provider to make them aware of this issue. Should you have any questions or need additional information,
please feel free to contact me.Thank you, ***
***General ManagerMaxxSouth Broadband*** *** ** ** *** ***
*** ** ***Direct: (662) ***Cell: (662) ***Fax: (662) ***Email: ***@maxxsouth.com

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.
Regards,
*** ***

This complaint is now resolved as the cable drop in question was buried this morning, Monday, April 18, 2016. Attached is the letter being mailed to Mr***. Should you have any questions or need additional information, please contact me at (662) ***. Thank you, ***
***Regional General ManagerMaxxSouth Broadband

Short and simpleThis is the worst internet service I have ever had the displeasure to haveWe pay for MB down, and generally average around to Not only do they not provide the services they charge for, but also have a terrible time admitting it

Mr. [redacted] had contacted our call center just prior to filing this complaint.  He was told that a supervisor would be calling him shortly upon their return from lunch to discuss his account.  Apparently, he filed this complaint during that lunch hour.  The following is the...

response from that supervisor.  Please note that Mr. [redacted] is satisfied with our resolution:Hello All.
 
First of all. [redacted] asked me at 1:00 to review this account after I got back from lunch at 2 pm as the customer was requesting 3  $50 service charges be waived on his account. I advised I would review the account and the calls to let her know if we could justify waiving all 3 of the charges and I have done so.
 
[redacted] entered the first credit for the charge on 07-02-16 as we did not go in the timeframe noted on the work order and I approved the credit. I entered approved the credit for the charge on 06-25-16 as it was coded out as non-chargeable and the charge was left on the account in error.  I also entered and approved the credit for the charge on 06-11-16 when the order was noted in the dispatch comments “[redacted]”. I listened to the call from 06-10-16  that was scheduled for 06-11-16 but I could not hear the tech support rep. I did hear the customer say at one point “ after 4-same number I gave you”. We called the customer at 10:58am and he called to reschedule to 06-13-16 at 4:46pm on 06-11-16.
 
I have contacted the customer back and advised that I have waived all 3 charges this time and gave him his new balance. He was very satisfied and apologized for filing a complaint with the Revdex.com. He asked if I could disregard it and I advised, we would have to respond to the complaint. He said he was sorry he filed the complaint, he just got upset and did so in haste.
                                        ...⇄
He will pay his new balance of $26.12 in the Starkville office 07-12-16 and set auto pay back up.
 
Let me know if you need any additional information and thanks.
 
[redacted]
 
[redacted]
Customer Service Supervisor
MaxxSouth Broadband
Office: 1-662-[redacted]
Cell: 1-662-[redacted]@maxxsouth.com
 
 
Please let me know if you have any questions or need additional information.
Thank you,
[redacted]
Regional General Manager
MaxxSouth Broadband
911 Hwy 12 W, Suite 202-B
Starkville, MS  39759
Direct:  (662) [redacted]
Cell: (662) [redacted]
Fax: (662) [redacted]
Email:  [redacted]@maxxsouth.com
 
 
[redacted]
Regional General Manager
MaxxSouth Broadband
911 Hwy 12 W, Suite 202-B
Starkville, MS  39759
Direct:  (662) [redacted]
Cell: (662) [redacted]
Fax: (662) [redacted]
Email:  [redacted]@maxxsouth.com

February 9, 2016Mr. [redacted]Re:  Revdex.com of Mississippi Complaint #[redacted] Complainant’s Name – [redacted]Dear Mr. [redacted]:This letter is being submitted in response to the above-referenced informal complaint detailed in the Notice of Informal Complaint...

dated February 1, 2016 issued by the Revdex.com of Mississippi.First, let me apologize for our failures which you felt required you to file an informal complaint with the Revdex.com of Mississippi.  The allegations of your complaint of slow internet speeds are factually correct.  Probably more so during the time frame of 3:00 pm to 10:00 pm as this is the prime time for internet users.  As you have discussed with [redacted], our Technical Operations Supervisor, the underlying issue is the fiber optic node that services your area is overloaded and in need of being ‘split’, which allows more bandwidth for our internet customers.  This project was scheduled to occur in 2014 but due to the impending sale of MetroCast to MaxxSouth Broadband, was postponed until the acquisition was complete.  This project is scheduled to begin this week. Once this is completed, you service will be much better and the speed will vastly improved.  We will contact you once the project is completed to verify that your speeds have increased and there are no other issues.  For your inconvenience, we will be crediting half a month's internet service to your account for two (2) months.  This credit will reflect on your next two (2) billing statements.Once again, I am sorry for your frustration and inconvenience.  If you have any questions or comments, please do not hesitate to contact me at (662) [redacted] or via email at [redacted]@maxxsouth.com.Sincerely,[redacted]General ManagerCc:  Linda Clopton (Revdex.com Complaints)       [redacted]

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] 
 
 %

Mr. [redacted]'s signal problem was due to a loss connector on his TIVO equipment.  We replaced the connector and all was working well when the technician left his home.  As far as the online programming apps, there are requirements from the programmers as well as MaxxSouth.  Although Mr....

[redacted] is living in MSU housing, we are willing to work with him to see if we can make these services available to him.  I am asking him to contact me if he is interested in working with us in setting up a test account in his name. If you have any questions or need additional information, please call me at (662) [redacted] Thank you,[redacted]Regional General ManagerMaxxsouth Broadband

Mr. [redacted] had contacted our call center just prior to filing this complaint.  He was told that a supervisor would be calling him shortly upon their return from lunch to discuss his account.  Apparently, he filed this complaint during that lunch hour.  The following is the...

response from that supervisor.  Please note that Mr. [redacted] is satisfied with our resolution:Hello All. First of all. [redacted] asked me at 1:00 to review this account after I got back from lunch at 2 pm as the customer was requesting 3  $50 service charges be waived on his account. I advised I would review the account and the calls to let her know if we could justify waiving all 3 of the charges and I have done so. [redacted] entered the first credit for the charge on 07-02-16 as we did not go in the timeframe noted on the work order and I approved the credit. I entered approved the credit for the charge on 06-25-16 as it was coded out as non-chargeable and the charge was left on the account in error.  I also entered and approved the credit for the charge on 06-11-16 when the order was noted in the dispatch comments “[redacted]”. I listened to the call from 06-10-16  that was scheduled for 06-11-16 but I could not hear the tech support rep. I did hear the customer say at one point “ after 4-same number I gave you”. We called the customer at 10:58am and he called to reschedule to 06-13-16 at 4:46pm on 06-11-16.  I have contacted the customer back and advised that I have waived all 3 charges this time and gave him his new balance. He was very satisfied and apologized for filing a complaint with the Revdex.com. He asked if I could disregard it and I advised, we would have to respond to the complaint. He said he was sorry he filed the complaint, he just got upset and did so in haste.                                     ...⇄ He will pay his new balance of $26.12 in the Starkville office 07-12-16 and set auto pay back up. Let me know if you need any additional information and thanks. [redacted]Customer Service Supervisor MaxxSouth BroadbandOffice: 1-662-[redacted]Cell: 1-662-[redacted]@maxxsouth.com  Please let me know if you have any questions or need additional information. Thank you, [redacted]Regional General ManagerMaxxSouth Broadband911 Hwy 12 W, Suite 202-BStarkville, MS  39759Direct:  (662) [redacted]Cell: (662) [redacted]Fax: (662) [redacted]Email:  [redacted]@maxxsouth.com  [redacted]Regional General ManagerMaxxSouth Broadband911 Hwy 12 W, Suite 202-BStarkville, MS  39759Direct:  (662) [redacted]Cell: (662) [redacted]Fax: (662) [redacted]Email:  [redacted]@maxxsouth.com