[AL] Help - Getting nowhere with tech support
I've been having horrible internet service since prior to 2012-05-13 (see prior message on that date).
Summary - Another cable provider trenched in new cable, cutting Mediacom's cable in the process. Temporary above ground bypasses were put in around the cuts. There are four of these bypass cables laying on our fairly short street now for about 2 months. As time has gone forward, these cables have been seriously degraded by traffic driving over them. When my internet is working (which is a rare event lately) I'm seeing my upstream transmit power running around 52dBm. Of course max power is 55dBm, so I have just a few dBm of headroom. As the day heats up, it appears that the coax gets every so slightly more lossey and my modem goes down (2nd modem we've trying btw). If I'm lucky I might get my connection back in the late evening, tonight it was after midnight.
Talking to tech support has gotten me nowhere. A technician came out and agreed that the temporary cables in the street are the problem, but said he could only put in a request to get them fixed. That was weeks ago.
This is ridiculous. There is no mystery as to what the problem is, but no one seems to be able to do anything about it. Even if Mediacom can't manage to send a crew out to bury the cables, AT LEAST they could send someone out to replace the above ground cables that are the issue. This would be quick and inexpensive, yet they simply can not find any way to accomplish this. I can't think of when I've seen a bigger clusterf**k in my life.
Honestly, I've about had it. We have AT&T offering U-verse and Knology is offering service in this neighborhood as well. I'm ready to bail at this point.
Two months ago this fiasco was Knology's fault because they are the ones that cut the lines. At this point this is Mediacom's fault because they have such awful customer service.
Chad is the only person I've talked to so far at Mediacom that has been helpful, everything as been complete failure.
MediacomChadMediacom Social Media Relations TeamPremium,VIP
Gulf Breeze, FL
|reply to VCain |
Thank you for bringing this to my attention. This is not the level of service we should be providing. I will be sending this to the local technical supervisor and manager to review and ensure this gets resolved ASAP. I will message you further about this.