US Cable Support > Mediacom > [IL] Mediacom Internet Issues, Moline IL (QC)

[IL] Mediacom Internet Issues, Moline IL (QC)

Hi Tony, I'm sorry to hear about your troubles at night, and that phone support has been less than successful at getting this corrected for you. There could be several reasons for the trouble. I dealt with one instance similar to yours where a neighbor was literally disconnecting our customer's drop line and connecting to her home at the same time every Saturday night and returning it Monday morning so she could watch TV over the weekend! If you'd like, I can check this out and see what I can find. We could be looking at signal trouble, equipment issues, or something with the line. Send me an IM with your account number if you'd like!
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MediacomChad
Mediacom Social Media Relations Team
»mediacomcable.com/CustomerSupport/

reply to TonyO
Hey there Chad,

6 days since my original post. There has been someone from Mediacom here. There have been many phone calls to tech support. Nothing has changed. They're coming out to our house again today. I'm going to message you our account info. Any kind of help you could give me would be greatly appreciated.

We're still so very frustrated with the level of customer service we're getting. This has been an ongoing issue for weeks. After all of the appointments we've had, we really feel like this should have escalated far beyond:

Please unplug your modem sir.
Please unplug the cable from the modem sir.
Do you have a router connected to the modem sir?
We'll send someone out in FOUR or FIVE days sir.
Anything else I can do for you sir?

I'm at such a loss of what to do here. I really don't want to have to wait another month to have this fixed. Chad, please tell me what we can do on our end to help this along. We'll help in ANY way we can. If you need us out in our backyard doing a rain dance or something, we'll do it. Just say the word.

Right now our biggest fear is this:

1. Someone will come out today to look at stuff, again.
2. Again the internet will be up, as it seems to work during the day.
3. They will connect their handheld and tell us the signal looks fine.
4. Proceed to leave, telling us they'll have someone watch it. Again.
5. Fast forward to around 9 or 10pm, Internet is out, again.
6. We call tech support, "hey, its us, our internet is out, again."
7. Tech support tells us, "We'll send someone out, in FIVE days..."

We really can't wait another couple of weeks to have this issue resolved.

Thanks, our info is coming to you in privmsg,
Tony O

reply to TonyO
Just an update. As usual, AM hours hit and the our internet is, of course, up again.

So worried they're gonna come to our house again and tell us there is nothing wrong with the connection only for it to go down again in the PM.

I really REALLY hope they don't tell us the next step is another visit from the Mediacom van.

Post your signal levels, also Chad can start logging your modem info (he probably already started it).
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I speak for myself, not my employer.

I had the same issues years ago. Here's the short answer. One keep complaining everyday and start asking to talk to a supervisor or manager. Heres the issue: It basic electronics... your signal travels down the copper coax to your cable modem. The characteristics of copper (any metal) change with temperatures. In the summer the resistance in the line is higher then in the winter. Therefore in the winter the resistance goes down and if the amplifiers that pumps the signal to you modem dont compensate, the signal is blasting at the modem and distorted. Cable modems can't handle the strong signal and therefore can't lock onto the signal. like turning a stereo up pass the 8 9 10 range in volume. yeah its loud but it sounds terrible. same thing with your modem signal. mediacom needs to send out a line tech to turn down the amps to your node. the reason it goes out usually in the night and back on by the time they come around the next morning is because thats when its the coldest is when the sun goes down. this drove me crazy for 2 years until someone who actually knew what he was talking about explained it to me. now i call them when it drops below 20 and call them again when above 60 Funny thing i have a BS in Electronics and after he explained it, it made perfect sense. Oh well something to try. Oh yeah and dont forget... lol... when spring summer come along you call and they have to come back out and turn the amps back up, lol... what a mickey mouse operation. Haven't they heard of self adjusting amps. dont blame the techs either, they're just doing what they're told and getting minimal pay from another company thats supposedly not making any money but yet still paying their executives over 500,000/yr or more. btw they can also track your connection issues from the home office so dont let them tell you they can't!!

Pretty sure Mediacom uses amps with AGC.

reply to TonyO
Just to give an update. Service has been up since they came out a few days ago.

They ran a new line from the next pole down the road. So I'm assuming there was some kind of issues at the pole. Really wish the first person to visit would have tested this theory. :P

I'd like to give MediacomChad a ton of thanks for looking into this issue for us. It really was amazing to have someone that kept an open line of communication with us and made us feel like someone was actually taking some kind of action.

Thanks Chad! I really hope Mediacom knows how valuable you are!

Tony O

Glad I could help!