ClayL1983
join:2004-06-19
Mattoon, IL
 ·Verizon Wireless B..
 ·Mediacom
| [IL] All Services out, Cust Serv hasnt a clue why
I'm posting this for a friend. She woke up Thursday morning to find all services out. She called Customer Service and they have no clue as to why. I assume, since she lives in an apt complex, that she was accidently disconnected because her neighbors service is working. But they cannot get a tech out until NEXT TUESDAY! I find that somewhat ridiculous and hard to believe that their schedule is that busy. Why can't they just dispatch someone to go reconnect her and take 5 min of their time? |
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Anonymous
Premium
join:2004-06-01
IA | Not enough techs. |
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wth
Premium
join:2002-02-20
Iowa City, IA
·Mediacom
| reply to ClayL1983
If the techs are out of Champaign/Urbana, then that's is fairly quick, since it's a college town. Here in Iowa City, between 7/25 and 8/25, there really busy & swamped, since ALL of the off campus leases start 8/1. Good luck. I've read/heard where techs can't get vacation during the above period in Iowa City. Someone correct me if I'm wrong. |
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ClayL1983
join:2004-06-19
Mattoon, IL | reply to Anonymous
We're in Mattoon/Charleston |
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lotusracer
Premium
join:1999-11-26
Moline, IL | reply to ClayL1983
I got disconnected by accident one time when they meant to disconnect a neighbor. I went personally to the local Mediacom office (which luckily is 1 mile from my home) and complained.
They had a tech out in 45 minutes to reconnect me. |
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Tacker
@mediacomcc.com
 from:
drslash 
| reply to ClayL1983
My name is Todd Acker. I am the Director of Operations for Mediacom in South Central Illinois, based in Charleston.
Apparently the call center representative was misinformed. We have a technical staff based in Charleston/Mattoon, and have techs on call 24/7 everyday for exactly these type of situations.
If you will email contact information to me at tacker@mediacomcc.com, I will research this to find out why your friend was misinformed. |
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all wired
@comcast.net
| reply to ClayL1983
The oncall tech should not be called out for that reason but for outages only.Techs in my area work long enough as it is they should not be forced to go out for single problems.Being as that was a tech mistake i would have no problem but i would love to see some of the corporate bosses that only worked cable back when we had only 13 channels try it now.Leave the shop with 12-16 hours of work to finish in 8-10 but told cant have o.t. oh and must be perfect qc. |
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lotusracer
Premium
join:1999-11-26
Moline, IL
| said by all wired :
The oncall tech should not be called out for that reason but for outages only.Techs in my area work long enough as it is they should not be forced to go out for single problems.Being as that was a tech mistake i would have no problem but i would love to see some of the corporate bosses that only worked cable back when we had only 13 channels try it now.Leave the shop with 12-16 hours of work to finish in 8-10 but told cant have o.t. oh and must be perfect qc.
I guess I can see your point regarding workload, but at the same time, if a tech disconnects the wrong person, a tech should be dispatched immediately!
It certainly wasn't my fault when I got wrongly disconnected, and to have made me wait for the problem to be rectified, I'd have had an even better reason to be pissed. |
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ALL WIRED
@comcast.net | reply to ClayL1983
Yes i understand that and would go out without complaint.Another reason i hate doing disconnects on fri since if i make a mistake it could ruin someones weekend,job etc. |
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Anonymous
Premium
join:2004-06-01
IA
·Mediacom
| reply to lotusracer
No pic, no internet or all services out are so called 'must do' or high priority jobs. They are usually assigned to techs within 24 hours. Most of the time it's the same day or the next day. BUT when there are way too many jobs to deal with they too will be scheduled out. Sometimes nobody is available to get dispatched. As simple as that.
While they are high priority there is no difference if it's a cut line, down drop or disconnect in error. Most of the time a subscriber never really suspects he/she was disconnected in error.
BTW with town-homes and apt buildings that have an MDU box with multiple connections this gets more complicated because sometimes not all drops are tagged with number and service tags so if a tech gets a disconnect for lets say unit 1, but there are 4 drops with no tags and maybe 4 with tags (but none of the 4 are unit 1) he can disconnect all drops with no tags.
After that paying customers call in for no service and as techs get out to reconnect them they tag lines so this would not happen again.
So you see sometimes it's a simple human error, sometimes a line may have a wrong tag and sometimes there can be an order error (extremely rare). |
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lotusracer
Premium
join:1999-11-26
Moline, IL
| said by Anonymous :BTW with town-homes and apt buildings that have an MDU box with multiple connections this gets more complicated because sometimes not all drops are tagged with number and service tags so if a tech gets a disconnect for lets say unit 1, but there are 4 drops with no tags and maybe 4 with tags (but none of the 4 are unit 1) he can disconnect all drops with no tags. So you see sometimes it's a simple human error, sometimes a line may have a wrong tag and sometimes there can be an order error (extremely rare). Well, in my case, it's all single family dwellings, so the disconnecting tech was careless in that he did not visually make sure the line went to the correct residence. |
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beachintech
There's sand in my tool bag
Premium
join:2008-01-06
The Beach,US
clubs: | Underground or overhead? Sometimes it's impossible to tell. I don't work for mediacom, but techs are human, and drops get mismatched occasionally.
--
Tech at the Beach.
I speek for myself, not my employer. |
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lotusracer
Premium
join:1999-11-26
Moline, IL
| said by beachintech :Underground or overhead? Sometimes it's impossible to tell. I don't work for mediacom, but techs are human, and drops get mismatched occasionally. Ours are all overhead and not all that congested. |
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