Revdex.com:I am still having problemsService has been down twice since I reported this problem to the Revdex.com on the 6thJanuary
17, 2015, 07:05:PM
January 19, 2015, 08:13:PM
Note, the second time was last night, during which service was down for over an hour
Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThey have not offered to actually come and install my service in a timely and professional manner or explained why it would have taken six months to provide such a tiny amount of construction and why I was not informed as to when they would be coming even after I called to find out where they wereIf it had taken a year was I still suppossed to keep waiting? What is a reasonable time frame? I would think one to two months would be reasonable not six and that when someone comes to install the service they should actually be competent and reliableI run a business and never expect someone to wait for over six months to hear from me and then when I finally show up still don't provide service but cost the customer time and money insteadThe response in no way tries to resolve the matter just seems to provide mediacom with money for poor service and incompetenceI feel they do not want a happy customer but were just running a scam to charge people for construction fees that may or may not have actually been incurredI think they never had any intention Of actually providing me with serviceI think the constant delays and ineptitude were a way to get big money all at once I had considered using Mediacom at my residence and rental property in Florida but now see they do not care about or value their customersIf he doesn't know about my case maybe he should review it or call me and try to actually resolve the complaintHe is basically saying I dont know details and don't care
Regards,
** *** ***
Our maintenance manager has done some analysis and he does see an issue on *** Rd. He'll have that corrected today and we'll see if that resolves the issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowMy
appointment on Sep was successful, but I still have an issueSince
it's been a week since my last appointment and my services are still working
properly, I called Mediacom today, Sep 2015, to receive a credit for my
constant troubleShe first attempted to give me a 1/month credit, which I
told her was not enough because I deserve at least monthsShe then stated
that she would give me a month credit and that would be all they could doI
told her I would contact the Revdex.com, because months do not amount to the inconvenience,
stress, and financial burden I was causedLet me explain why it's necessary
for me to have AT LEAST (If not more) a month credit since they didn't seem
to understand:
I had a
total of Service appointments, and I had to take time from work to be at my
place of residence in order for them to do absolutely NOTHING of those
timesBeing
that my internet wasn't working properly, I was using my Verizon Mobile
Hotspot, and ended up going over my dataSo I had to pay extra money on my
billAfter
going over my data, I resorted to use the computer at the library or I went to
a friend’s house to use to internet for my studiesI actually take courses on
the internetAll of
the traveling, means there was extra gas I was burning and more wear and tear
on my vehicleMy stress
level was at its max because I was always on the phone talking to technicians,
arguing with customer service about my poor service and my lack of helpAnd, last
is the inconvenienceDoing school work outside my home, missing TV shows that
I love because the internet affected the TIVO, sitting on hold for hours trying
to explain my issues, even sitting here typing this email trying to explain why
I deserve to be better compensated, and many more, but I'm tired of typingIn
other words, I DESERVE an additional month credit to make up for the
inconvenience, the financial burden, and the stress Mediacom caused me over the
last months
Regards,
*** ***
I had a supervisor drive by yesterday to take a quick look at the cable drop going to the customer's house. Although there are some vines and small trees growing around the lines, the cable itself appears to be in good shape. We typically do not trim shrubbery or trees away from cable
drops and leave that up to the home owner. My apologies to the customer if anyone at Mediacom seemed rude
We have a maintenance job scheduled today for this customer. If the customer is still experiencing issues this evening/tomorrow (Thursday), please let me know. Thanks
We've been monitoring the customer's modem and, other than it going off line on February 8th either due to an outage or maintenance, it's been on-line and performing well since that time. If Mr*** is still having speed issues I can get another tech out to do some speed tests but the modem
is performing well from what we can see
I had a supervisor in our office research the account and this is what she found:
The account was turned over to
Credit Protection Association (CPA) on
11/16/15. They contacted him and
he made a payment on 11/30/15, but they received information on 12/7/that
the payment was reversed due to his account being frozen. They contacted
him again on 1/7/and he set up the promise to pay for 1/15/16. Since
the modem was still unreturned on 1/16/16, they reported it to the credit
bureau
The customer had called in to
Mediacom on 6/5/15, he said that he had sold his house and moved into an
apartment which was not serviceable for Mediacom, but that he wanted to keep
his internet service going with us and would be getting another house shortly,
but for the interim, he wanted to lower the internet service to the lowest
speed. When he asked if he needed to return the modem or keep it, he was
told that he needed to return the modem to the office, if not, he would still
be charged for it.
He called in on 10/1/to
transfer his services, but at that point, he was told that he needed to pay the
past due amount of $to set up the transfer, he said that he would just
get it with someone else. The representative did tell him that the equipment
would need to be returned
He called back on 10/6/and went
through his conversation from the previous week, he told the representative
that he would just go online and take care of the balance online.
The account was disconnected on 10/14/for nonpayment, and the account was
turned over to CPA, as previously mentioned
If he called in to Mediacom after
he made the first payment to CPA on 11/30/15, we would have told him that he
had a zero balance regarding his service balance and collection fee, because
CPA had not made us aware that his payment had been returned
As a courtesy and to resolve this
matter, I did go ahead and request for the account to be pulled back from the
credit bureau, and CPA will be sending him a letter reflecting that. If
he returns our modem, a refund can be processed for the $price that he paid
CPA today for the unreturned modem fee
We have waived the early termination fee ($170.32), but the customer did not purchase the modem so the unreturned equipment fee is still on the account. The customer was renting the modem from us. Until the modem is returned no adjustments made to the account will actually go through
I'm not able to find the account for this customer in our billing system. I'll need either the account number or a phone number that is tied to the account
We actually have a service call scheduled for today for this customer and I'll have our maintenance supervisor take a look at the customer's modem to see if there might be an area issue
We've had our maintenance staff inspect the cable plant in the area and they were not able find anything that would cause services to drop. I do see where we had an outage in the area last week which would have caused all services to be out but it was restored. We do roll on declared
outages no mater the time of day or night. I would recommend the customer to call us anytime services are out so we can document the problem and narrow down the issue
[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.]
Better Business...
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I just spoke with one of our maintenance techs who has been working in this area. He has been in touch with the customer and we believe all issues have been resolved at this time.
I have had Mediacom service for less than a year. My cable and phone has been out several times since I had the service. When I did call for someone to come out to fix the problem....twice they lied and said that they came and no one was home, which was a huge lie. Said that they left a note on the door... there was no note. When I called back to let the customer service team know what happened, of course they were unable to send anyone back out that day. The next available date was almost two weeks out. When they did call, they called the wrong number and stiil didn't make it. So another appointment was scheduled, they finally made it there. The phone/cable was supposedly fixed, found out real soon that it was fixed at all. Had to call yet again to schedule another appointment. Same thing all over again. This is the worst company ever. I will be cancelling my service as soon as I can get another company. These people are awful. They don't keep their word and they stand behind their employees even when they ar blatantly wrong. Please be aware
While I'm not aware of all of the details with respect to this project, we completed .02 miles of underground cable constructon and .05 miles of aerial construction. Labor costs were $2,810.91 and material costs were $449.86 for a total cost of $3,260.77. We moved forward with...
this construction project because we had a signed contract with the customer. We are not able to just write this money off and need to recoup it from the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have NEVER requested for Mediacom to remove the trees/vines. That has already been addressed by the power company. They trimmed them and left them causing the line to sag. My request from Mediacom was to have the line MOVED AND STABLE! And as far as someone coming to look at the drop I can't see how that was possible as we were home all day. The line is continuously getting worse and we'd like it fixed. I don't understand the issue. Why do we have to accept poor quality of service?
Regards,[redacted]
I've requested that this equipment be removed from the customer's account so the customer will not be charged for it
Revdex.com:I am still having problemsService has been down twice since I reported this problem to the Revdex.com on the 6thJanuary
17, 2015, 07:05:PM
January 19, 2015, 08:13:PM
Note, the second time was last night, during which service was down for over an hour
Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThey have not offered to actually come and install my service in a timely and professional manner or explained why it would have taken six months to provide such a tiny amount of construction and why I was not informed as to when they would be coming even after I called to find out where they wereIf it had taken a year was I still suppossed to keep waiting? What is a reasonable time frame? I would think one to two months would be reasonable not six and that when someone comes to install the service they should actually be competent and reliableI run a business and never expect someone to wait for over six months to hear from me and then when I finally show up still don't provide service but cost the customer time and money insteadThe response in no way tries to resolve the matter just seems to provide mediacom with money for poor service and incompetenceI feel they do not want a happy customer but were just running a scam to charge people for construction fees that may or may not have actually been incurredI think they never had any intention Of actually providing me with serviceI think the constant delays and ineptitude were a way to get big money all at once I had considered using Mediacom at my residence and rental property in Florida but now see they do not care about or value their customersIf he doesn't know about my case maybe he should review it or call me and try to actually resolve the complaintHe is basically saying I dont know details and don't care
Regards,
** *** ***
Our maintenance manager has done some analysis and he does see an issue on *** Rd. He'll have that corrected today and we'll see if that resolves the issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowMy
appointment on Sep was successful, but I still have an issueSince
it's been a week since my last appointment and my services are still working
properly, I called Mediacom today, Sep 2015, to receive a credit for my
constant troubleShe first attempted to give me a 1/month credit, which I
told her was not enough because I deserve at least monthsShe then stated
that she would give me a month credit and that would be all they could doI
told her I would contact the Revdex.com, because months do not amount to the inconvenience,
stress, and financial burden I was causedLet me explain why it's necessary
for me to have AT LEAST (If not more) a month credit since they didn't seem
to understand:
I had a
total of Service appointments, and I had to take time from work to be at my
place of residence in order for them to do absolutely NOTHING of those
timesBeing
that my internet wasn't working properly, I was using my Verizon Mobile
Hotspot, and ended up going over my dataSo I had to pay extra money on my
billAfter
going over my data, I resorted to use the computer at the library or I went to
a friend’s house to use to internet for my studiesI actually take courses on
the internetAll of
the traveling, means there was extra gas I was burning and more wear and tear
on my vehicleMy stress
level was at its max because I was always on the phone talking to technicians,
arguing with customer service about my poor service and my lack of helpAnd, last
is the inconvenienceDoing school work outside my home, missing TV shows that
I love because the internet affected the TIVO, sitting on hold for hours trying
to explain my issues, even sitting here typing this email trying to explain why
I deserve to be better compensated, and many more, but I'm tired of typingIn
other words, I DESERVE an additional month credit to make up for the
inconvenience, the financial burden, and the stress Mediacom caused me over the
last months
Regards,
*** ***
I had a supervisor drive by yesterday to take a quick look at the cable drop going to the customer's house. Although there are some vines and small trees growing around the lines, the cable itself appears to be in good shape. We typically do not trim shrubbery or trees away from cable
drops and leave that up to the home owner. My apologies to the customer if anyone at Mediacom seemed rude
We have a maintenance job scheduled today for this customer. If the customer is still experiencing issues this evening/tomorrow (Thursday), please let me know. Thanks
We've been monitoring the customer's modem and, other than it going off line on February 8th either due to an outage or maintenance, it's been on-line and performing well since that time. If Mr*** is still having speed issues I can get another tech out to do some speed tests but the modem
is performing well from what we can see
Our phone dept has been working on this and I'm being told that the number ported over on 8/18. If that's not the case, please let me know
I had a supervisor in our office research the account and this is what she found:
The account was turned over to
Credit Protection Association (CPA) on
11/16/15. They contacted him and
he made a payment on 11/30/15, but they received information on 12/7/that
the payment was reversed due to his account being frozen. They contacted
him again on 1/7/and he set up the promise to pay for 1/15/16. Since
the modem was still unreturned on 1/16/16, they reported it to the credit
bureau
The customer had called in to
Mediacom on 6/5/15, he said that he had sold his house and moved into an
apartment which was not serviceable for Mediacom, but that he wanted to keep
his internet service going with us and would be getting another house shortly,
but for the interim, he wanted to lower the internet service to the lowest
speed. When he asked if he needed to return the modem or keep it, he was
told that he needed to return the modem to the office, if not, he would still
be charged for it.
He called in on 10/1/to
transfer his services, but at that point, he was told that he needed to pay the
past due amount of $to set up the transfer, he said that he would just
get it with someone else. The representative did tell him that the equipment
would need to be returned
He called back on 10/6/and went
through his conversation from the previous week, he told the representative
that he would just go online and take care of the balance online.
The account was disconnected on 10/14/for nonpayment, and the account was
turned over to CPA, as previously mentioned
If he called in to Mediacom after
he made the first payment to CPA on 11/30/15, we would have told him that he
had a zero balance regarding his service balance and collection fee, because
CPA had not made us aware that his payment had been returned
As a courtesy and to resolve this
matter, I did go ahead and request for the account to be pulled back from the
credit bureau, and CPA will be sending him a letter reflecting that. If
he returns our modem, a refund can be processed for the $price that he paid
CPA today for the unreturned modem fee
We had a maintenance tech out this morning who made some adjustments. I'm hoping this issue has been resolved now but if not, please let me know
We have waived the early termination fee ($170.32), but the customer did not purchase the modem so the unreturned equipment fee is still on the account. The customer was renting the modem from us. Until the modem is returned no adjustments made to the account will actually go through
I'm not able to find the account for this customer in our billing system. I'll need either the account number or a phone number that is tied to the account
We actually have a service call scheduled for today for this customer and I'll have our maintenance supervisor take a look at the customer's modem to see if there might be an area issue
We've had our maintenance staff inspect the cable plant in the area and they were not able find anything that would cause services to drop. I do see where we had an outage in the area last week which would have caused all services to be out but it was restored. We do roll on declared
outages no mater the time of day or night. I would recommend the customer to call us anytime services are out so we can document the problem and narrow down the issue
[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.]
Better Business...
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I just spoke with one of our maintenance techs who has been working in this area. He has been in touch with the customer and we believe all issues have been resolved at this time.
I have had Mediacom service for less than a year. My cable and phone has been out several times since I had the service. When I did call for someone to come out to fix the problem....twice they lied and said that they came and no one was home, which was a huge lie. Said that they left a note on the door... there was no note. When I called back to let the customer service team know what happened, of course they were unable to send anyone back out that day. The next available date was almost two weeks out. When they did call, they called the wrong number and stiil didn't make it. So another appointment was scheduled, they finally made it there. The phone/cable was supposedly fixed, found out real soon that it was fixed at all. Had to call yet again to schedule another appointment. Same thing all over again. This is the worst company ever. I will be cancelling my service as soon as I can get another company. These people are awful. They don't keep their word and they stand behind their employees even when they ar blatantly wrong. Please be aware
While I'm not aware of all of the details with respect to this project, we completed .02 miles of underground cable constructon and .05 miles of aerial construction. Labor costs were $2,810.91 and material costs were $449.86 for a total cost of $3,260.77. We moved forward with...
this construction project because we had a signed contract with the customer. We are not able to just write this money off and need to recoup it from the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have NEVER requested for Mediacom to remove the trees/vines. That has already been addressed by the power company. They trimmed them and left them causing the line to sag. My request from Mediacom was to have the line MOVED AND STABLE! And as far as someone coming to look at the drop I can't see how that was possible as we were home all day. The line is continuously getting worse and we'd like it fixed. I don't understand the issue. Why do we have to accept poor quality of service?
Regards,[redacted]