ComplaintsforMediaCom

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a letter in March stating by the end of the year we would need to get cable boxes for each TV as they were encrypting all cable channels by the end of the year and the regular cable would now longer work as they switched over the channels. I called and the gentlemen I spoked to stated to wait until they started converting to get the boxes. We received an email last week stating local channels will be removed by the end of by the end of the month. I called in on Saturday. My biggest concern being I have 6 TVs and a monthly rental of 5-6 boxes would be $50 additional dollars a month I asked several times to purchase the boxes outright and have been told that is not an option. For boxes that cost no more than $40 - $50, this appears to be predatory pricing to try to increase the monthly bills. They allow you to purchase demo boxes outright for $60. In either case the first representative hung up on me after 50 minutes. The second representative appeared to be more knowledgeable and stated there was no other solution, order 2 boxes. I asked if we could self install or needed tech to install and she stated we could self install and put that in the notes and stated it would not be difficult. Today we received the equipment, it also included a modem, and talked about having to install apps. This was obviously not an easy install. I called back in and was surprised to find out I had a technician appointment scheduled for tomorrow from 1-5. I discussed the difficulty with trying to get this resolved on such short notice. I asked for a Friday afternoon appointment and was told no techs work on Fridays. I kept the appointment but asked to be called before hand, we will see if I am so I can make it back home. Over 10 years any time temps get below 10 degrees cable goes out and below 0 the neighbors internet goes out. It affects 8 households so we are never a priority and the temps go back up when a tech can come out 2 weeks later. The support is not good.

  Business response

  08/26/2024

  Hello ****. I apologize for any confusion regarding the changes that are in progress with the encryption of our video services. This is being completed in phases and started on April 18th.  Some of our systems will complete the process sooner than others. This was on the initial notification letter sent in March.  As each phase completes, you will lose access to viewing the channels affected that were previously viewed through the *** tuner on your television set. Eventually, no viewing options will be visible. The advantages to encrypting channels not only makes requested changes possible immediately without requiring a technician to roll to the home but also secures channels to prevent unauthorized use.
  

  There are two equipment options available, but both do require internet connectivity to operate. You choose the ************ which includes a modem that will provide internet only for the functions related to the video cable box operation at no additional monthly cost. In other words,you are not paying for internet unless you chose to upgrade. The other option is an IP box which would require full internet service. If you need assistance with the installation process related to this, this is provided free of charge as well.
  

  To view programming on channels that are now encrypted, you will need a box connected to each television. We are offering two boxes free until August 31, 2025. Additional boxes will be at the current rate of $9.99 per month. If you have any further questions or need to make changes to your current order, please contact our customer service team direct. We have representatives available 24 hours a day over SMS text messaging to ***** (standard text and data rates may apply) or you can call ************.

  Customer response

  08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   You have still not answered why we are unable to purchase boxes outright rather than have to rent at inflated prices. 
  

  As to the boxes, the old cable boxes are no longer being manufactured so we can safely say they are not in your long term plans. I spoke with a representative today who wanted to send me 2 ** boxes which was odd. I have internet but not through you. He said maybe the tech could figure it out. We had discussed this option for nearly 5-10 minutes and as we were setting up the appointment he said he was going to charge me 9.99 for each ** box. I said your letter and emails have stated strictly the first box is free and the second is free for a year. You cannot offer to send 2 boxes and not offer them for free. He then rescinded the offer and I asked for this to be further escalated. If the ** boxes are unable to work with a different internet provider, and the ** boxes are the long term plan I am still very confused on how you plan to service a customer like myself. I would still be willing to take the 2 ** boxes for free for the year if a tech could get them to work on my internet. I do not like the cable boxes due to their poor performance in the area and they are obsolete equipment. 
  

  They have confirmed the encryption of channels has been delayed. If the answer is to continue to not offer a suitable solution I will continue to wait until either you come up with a better option or wait until the channels are being encrypted then decide whether to switch to another service. I really dont feel you are giving clients like myself any other option. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  08/27/2024

  I apologize for any confusion related to the encryption that is ongoing and has not been delayed. This is occurring currently but will be completed in phases. The two options available do require access to internet service. Any older boxes currently in use should continue to work but if problems are experienced, we may not have service stock available for replacement and an upgrade would be necessary. We are also in the process of upgrading our markets to IP platforms. Once this occurs, older or what we call legacy boxes will no longer work. This project is not scheduled yet for your area.
  

  With the current level of service you have, you can receive two Eboxes or IP boxes free of charge until August 31, 2025. If you do not want internet service with us, your option is to order the Eboxes. This will include a modem that will be used for the internet driven options required on the Ebox and no other internet service access will be provided. Any other Eboxes needed for additional sets can be added for the current monthly rate of $9.99. The Ebox option will be compatible when we convert to IP and are not obsolete. The primary reason for both options is that we do realize we have customers that prefer no internet service or possibly, as in your case, have chosen another provider for that service.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******* never works company charges alot of money does not care if you get service or not. I can not get a paycheck to pay my bills if I can't work

  Business response

  04/11/2024

  ********************. I apologize for any interruptions you may have experienced with a loss of service related to maintenance work or outages.I have confirmed that maintenance has addressed area issues causing the plant to be taken down and one unexpected outage. The maintenance events occurred 4/6 and 4/9 causing a loss of internet for less than 4 hours and the outage that occurred on 4/8 lasted much longer for four and a half hours due to damage done to one of our lines that required extensive repair. While we make every effort to avoid these disruptions, unplanned damage or plant issues often require immediate corrections. I have confirmed that credits were issued to your account for the full day of service on each of the above-mentioned dates. If you have any other questions or concerns we can assist you with, please let us know by contacting our customer support team 24 hours a day over SMS text messaging to ***** (standard text and data rates may apply) or by phone at ************.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Mediacom cable communications is highly inconsistent. We have had at least 6 outages in the past month. This is leading to a large amount of customers without service for extended periods of time. No telephones or internet capabilities. Issues are happening days at a time and quite often. Our entire development has raised many concerns with no fixes in sight. Many customers in our community are elderly and rely on phones and internet for security and health purposes.

  Business response

  12/27/2022

  Hello ****.  I apologize for any issues you have experienced with the service.  We do see evidence of one outage in the area over the past month due to damage that occurred by a third party to one of our main lines on Friday, 12/23.  Repairs needed did take several hours and your modem is reporting online currently.  Before that, we conducted some overnight maintenance on a few occasions that does require taking the system down.  This included work to correct plant issues, normal maintenance, or system upgrades.  If you are experiencing problems other than these events, we would suggest scheduling a visit to further investigate from the home.  If needed, please contact us by SMS text messaging to ***** or call us at ###-###-####.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Internet does not work in the area you cannot make phone calls. People cannot work from home in our community. It is disgraceful at this point that we still dont have everything running. Systems go down in and out all day there needs to be a resolution in this area and quickly please.

  Business response

  12/23/2022

  Good morning. I show that we currently have a trouble call scheduled for this afternoon and our maintenance team is also working in the area this morning. If you are still experiencing issues with the service after the appointment has been completed you can reach out to ** directly and we will be able to further troubleshoot. You can reach an agent by texting ** at ***** or calling ** at ************.

  Customer response

  12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, before I agree with anything I want to make sure the service is working properly and not going to go in and out of service all throughout the week month year, etc.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved to a new home community in Lewes, DE. The internet and cable provider was pre-selected; none of the new residents had any say in the process. Mediacom was the provider. The internet service has been less than 50% reliable. The majority of us work from home. We've all complained numerous times - builder, HOA and Mediacom without resolution. They apparently put a splitter or a shared communication box to split the signal from a mile down the road. Therefore, we have no dedicated lines into our community. Everyday I have complaints by folks that they cannot hear me. It's all connection. I have changed speakers and setting and Mediacom even took me off "wifi" and did direct plug into to the network and yet the problem continues. they are now ignoring us and not resolving our issues. We're paying high fees for unreliable service. I pay for the premium high speed access due to us working from home.

  Business response

  12/06/2022

  Hello *****.  I apologize for any problems you have experienced with the service.  We have reviewed the modem along with the Wifi360 Pro and confirmed that all signals are healthy with 40 devices connected currently and have received no reported issues since mid-October.  The modem is reporting that a connection has been maintained for over 60 days.  The Eeros are due for a software update which can be completed in your app.  Since your complaint has to do with loss of voice during conference call applications, we would suggest you contact support for the device or speakers in use or if connected over a VPN, you speak with IT regarding that application.  If preferred, we also have a program known as Tech Advisor available for a monthly fee which can provide support for any non-Mediacom equipment or applications outside of the service we provide.  If you have other concerns or to discuss the option to add Tech Advisor, you can contact our support department by SMS text messaging to ***** or call ###-###-####.

  Customer response

  12/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   This has nothing to do with my devices or software.  They have been here on multiple trips and have also hardwired my equipment to the network vs. working over WIFI.  It is my internet connection, which fails repeatedly on Teams calls.   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Customer response

  12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This has been a consistent issue without our new community.  We've had service technicians at our home on multiple occasions.  I have been texting your Super Tech and his manager weekly due to all the issues.  Nothing has resolved the issues.  I also had everything reviewed by my IT folks - I only experience these issues in my own home and not while traveling. I have no IT issues on hotel WIFI or when staying with friends and on their WIFI or on my hotspot with my phone.  I cannot even do WIFI calling in my home as I'm always dropping signal.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business response

  12/08/2022

  I apologize once again but our technical team has investigated your concerns and verified that the internet service is working properly with no other complaints provided outside of the audio issues when on conference or team calls.  We also verified that no other problems were noticed with our service when speaking with the account holder this week and our supervisor also discussed other options to trouble shoot your concerns.  We cannot guarantee or trouble shoot any issues over a VPN connection or problems while accessing a specific site or using certain equipment.  As mentioned earlier, we do provide an option to add a Tech Advisor service for further investigation and assistance.  You can reach us by SMS text messaging to ***** or call us at ###-###-#### to inquire further.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a twitch streamer that is my sole income. I pay $133 dollars a month for their highest internet package. I started service with them roughly 2 weeks ago. I called them every single day asking when a worker would come out to see why I cant reach a certain upload speed at my location, told them this is the main factor in doing my job. Since then I have had little to no communication on the issue. Ive tried to be patient, but their inability to see how urgent this issue is, was very disappointing. There have been 3 steps to get to this point. A repaired main line, a house trouble call, now maintenance on the entire area. I tried to get ahead of this, each of the 17 times *** called I was told working on it. Over 2 weeks worth of calling with no response other than ship him to the next person. Thats all the communication I got. After telling them Im filing complaints I finally got my order expedited. 17 calls it took to get my livelihood to be taken with importance. I am very behind in my work, costing me thousands of dollars and possible damage I cant recover from. I had to publicly state what was happening just to get to this point. After getting the issue expedited I was asked to move to a business plan for quicker resolution times. I hadnt even received the service I pay for now, which is there highest package available. Offering me to pay more money instead of providing that service after there mistakes seems widely unprofessional. I havent received the service I paid for originally? I understand my job doesnt hold importance in comparison to most. Hearing my problem wasnt an emergency when Im losing money daily was my point of coming here. Somebody needs to be held accountable for this. Ive been more than patient and taken advantage of because of it. Only documents Id have is my initial bill. The workers werent able to provide information that they had been to my place 2 times previous with zero help. Thank you for your time.

  Business response

  11/17/2022

  Hello *********  I apologize for any issues you have experienced with your upload speeds.  We have confirmed that our maintenance team continues work in the area, and you have been provided updates regarding this work over several different contact options.  As this work proceeds, you should be noticing an improvement.  Once completed, you will be notified.  If you have additional questions or concerns,please contact us by SMS text messaging or calling our customer service line.  You can also continue the interaction over our social media page if preferred. 

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  internet service has been out for 11 days. Have sent tech and maintenance out twice and not fixed issue. Next appointment will be 16 days without service. Need competent people to come out and fix service outage. Need correct refund of outage days applied to bill. Keep getting made to wait days between techs coming out and not fixing outage.

  Business response

  11/07/2022

  Hello ****.  I apologize for any issues you experienced with the service.  We have confirmed with our technical staff that these have been addressed and services confirmed with you while on site.  If any further problems develop or if you need additional assistance, please contact us by SMS text messaging to ***** or call ###-###-####.

  Customer response

  11/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  It took 21 days to restore my internet service when it should have only taken a few days at most.  It took less than an hour for the maintenance team to come out and replace the Aireal drop to my property.  The maintenance team had put a filter on my line at the tap and I was never told that this had been done until day 21 when the drop was replaced.  I was told numerous lies and given the run around for almost 3 weeks before this issue was resolved.  I felt like they knew what the issue was the entire time.  Mediacom in ********* ** does not mind lying to their customers, wasting the customers time (I have about 8 hours or more invested in getting this issue resolved) and leaving them without serviced for extended periods of time.  ***** from Mediacom customer service did an outstanding job of following up and making sure this issue got resolved. She called me back several times to get updates on what had been done.  I think I would still be out of service if it was not for her efforts to resolve the issue.  She seems to be the only competent person I dealt with from Mediacom.  She needs to be running the company and most of the others need to be fired.  It is obvious that the difficulty in finding qualified people who want to do their job is an issue for Mediacom.  I would never do business with Mediacom again if I had another affordable choice for internet service.
  
  Sincerely,
  
  **** *******  
  
  
   
  

  
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using Mediacom since the summer of 2021. I have 27 years of experience with Internet service providers in multiple countries and have never encountered this many issues before, even in the early days of dial-up. - Weeks of downtime across less than 2 years. - No local number for the office (had to drive in, even when recovering from surgery). - My partner, a woman of color, was once rudely turned away when coming to get documentation for the outage for work while a wait customer was let in ahead of her. - Decreasing functionality via text service for updates on repairs. - Off-site customer service chat that frequently had no idea which day was going to be fixed and gave estimates that were off by many days. - Having to spend hours debugging gear issues after tech connected new in a way that originally got less than 350 mbps off a 1,000 mbps connection, even on Mediacom’s bandwidth test tool, then left. - Data cap even on most expensive connection plan. Today is currently the 4th day without service when the original estimate was a fix in less than 24 hours. That estimate (like many others before it) wasn’t updated for some time after the estimated time had already passed. The current online estimate is that it will be done tomorrow night. And that’s just the most recent multi-day outage out of many.

  Business response

  11/13/2022

  Hello Per.  I apologize for the problems you have experienced with the internet service.  This issue has been escalated to our corporate staff and engineers.  A permanent repair is expected shortly.  Due to the intermittent loss of service as well as other problems when accessing the internet, we have issued credits to your account.  These will be visible when reviewing your account within the next 24-48 hours or you can contact us direct by SMS text messaging to ***** or by calling ###-###-####. 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my Mediacom internet on August 29th, 2022. I was told to return the equipment (my router) and that a postage would be sent to do that. I was told my last bill would be $56 A couple of weeks later (9/15/22), I received a bill for about ~$90. Called Mediacom (9/15/22) to discuss bill. First representative hung up on me. Second representative informed me that a disconnection request was never requested and she would send in that disconnect request. The bill was incorrect and to not pay it. The postage for the router had not yet been sent by first representative and would send it. I received postage to return router on 9/17/22. Mailed out the router on 9/19/22 to return to Mediacom, and have the receipt from FedEx Soon received another bill that was over $300, including a "missing equipment fee", my final bill, and the first incorrect bill of over $90. I ignored this bill as I just mailed the router out that week and knew it hadn't yet been updated Never received another bill, and I was waiting for one to pay it and close my account On 10/26/22, I received an email from I.C System, Inc stating that Mediacom sent my debt to collections. This was for the amount of $206.49, which includes my final bill (that I never received) of $67.49 and the "missing equipment fee" of $139.00 (I returned this). Therefore at some point, Mediacom dropped the bill down to what my last bill is and included the equipment fee. I call Mediacom to discuss. Representative lets me know my bill at Mediacom is the $67.49, my final bill amount. Representative told me that my file is with I.C. Systems and that they could not do anything about this In conclusion: Mediacom sent my bill to collections for over the amount that was due to their company, they never sent me a bill to pay the $67.49, and jumped the gun by sending me to collections (which may impact my credit). Mediacom is in the wrong here and the company generally acts irresponsibly and causes distress to their customers.

  Business response

  10/30/2022

  Hello ********.  I apologize for the issues experienced with your final statement and the equipment charges that appeared.  This applied to an older device that was still listed under your account and we confirmed that following email contact, this was resolved.  The collection agency that initially contacted you is only a preliminary step and does not include a report to any credit agencies.  They will be notified, and their records updated accordingly.  To avoid any additional collection fees, you can make the payment for services on your final statement by calling us at ###-###-####.  If you have any other questions or concerns, our representatives will be more than happy to assist you.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having internet & cable problems with this company for the past 4 days, and previous occasions. They do not care for their customers and send out technicians that apparently don’t know what they’re doing. I have spend an enormous amount of time via text and on the phone trying to get the problem fixed and nothing. They don’t care about their customers. I will not be paying for services that I have not been able to use.

  Business response

  10/09/2022

  Hello *****.  I apologize for any issues you may have experienced with the service, and I have confirmed that those were addressed following a visit from our technician.  I have also reviewed usage as well since data was a concern.  After discussion with our technical team, it has been verified that concerns with signal would have caused lower than normal data, not more usage.  If you have any other questions or concerns, please contact us by SMS text messaging to ***** or by calling *************

  Customer response

  10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I was told by two different technicians that my data could have been higher due to technical malfunctions and modem problems.  As previously stated I asked to have my account reviewed for the past year in order to see that I never went over my data usage.  Therefore, this response is unacceptable.  I was also confirmed that the over usage data for the month of September was going to be waived.  Too many problems with Mediacom and horrendous customer service, not to mention your ridiculous high pricing.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  When I see the credit I will approve and accept your response.  Mediacom has been treating me like ping pong by hearing different answers from too many different people.  That’s not the way customers should be treated.  It’s a disgrace 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business response

  10/23/2022

  The data overages that were agreed to be credited if applied mentioned in the email interaction were honored.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩