[MN] Mediacom Internet "Bait and Switch" Pricing I have been a customer of Mediacom (or the companies that they bought) since 1994. Their cable TV service was always subpar, and I eventually moved to DirecTV in the late 90's. However, I was an earlier adopter of their internet service (and all the growing pains that went with it) since it was first offered in the early 2000s.
For the past number of years, I have been a subscriber of the Max 20/2 service. In November 2012, I checked out the latest pricing deals for Ultra 50/5 service for existing customers at the Mediacom website »mediacomcable.com/site/internet.html . The deal to move to Ultra was $39.95/month the first year and then $49.95/month the second year (plus the $15/month "surcharge" for non cable tv subscribers). Making the move to Ultra was a "no brainer" since the base rate for my Max service was $54.95. I subsequently worked with the online forums teams to upgrade, and after working through some provisioning issues, I was up and running on Ultra by end of November.
My first billing statement after moving to Ultra came in early December. There were a ton of adjustments and credits, so overall, it looked like I was getting the $39.95 deal. However, when my billing statement for January came, it was showing I was being charged $60.90 (plus the expected $15/month surcharge).
I have just spent the past one and a half hours on the phone with Mediacom . . . being put on hold and routed from CSR to CSR until I finally asked to speak to a manager. Mediacom is telling me that the $39.95 deal was only applicable to existing cabletv service customers, not existing internet customers. The only Ultra deal I was eligible for was $60.90/month for one year. They could not explain why this is not reflected on their website pricing nor why I was quoted $39.95. After some arm twisting, the manager offered to put me into a $49.95/month first year, $59.95 second year pricing package for Ultra . . . . the best deal that she said her system would allow her to set me up with. Twisting her arm further, I was also given one month's credit, valued at $70 . . . the most she said she was authorized to give. I had no choice but to except the terms of her offer, but over a two year period, it's going to cost me $170 more than if I got the deal I thought I signed up for in November.
Has anyone else encountered "bait and switch" pricing tactics when changing service level? I guess this is what happens when a company has a monopoly on services.
I havent had that experience yet. Knock on wood. But it seems like you got a sweet deal on ultra considering i pay 74.95 a month for 20/2 that hasnt been working right for the last week now
MediacomChadMediacom Social Media Relations TeamPremium,VIP
Gulf Breeze, FL
reply to pjschwartz
I will gladly look into this for you. Just private message me your account or phone number.
Hopefully chad can help you out. They need more people like him.
reply to pjschwartz
Personally, I would like to see all ISPs make their pricing more transparent. If you have ever tried to do a search for pricing, it seems like the only thing you see is the "special rate" for however many months. It is a near impossibility
I would LOVE to see some kind of spreadsheet that shows all of the standard rates, special rates (with a list of requirements), and combo/package rates. No marketing, no colorful graphics of meaningless charts about how cable internet is 10,000^36 times faster than a string and two cans, no BS. just raw numbers.
I would be far more likely to change/upgrade my service if they laid every rate they have on the table.
The bitterness of poor quality lingers longer than the sweetness of low cost. (usually)
reply to pjschwartz
Not really "Bait and Switch".
If you read the Terms and Conditions on that offer:
You will see that the offer is for current "Digital customers" (that is digital TV) and that the offer is for customers that don't currently have online service (they are adding it).
This limited time offer for select Mediacom Digital customers adding Online service may be revoked at any time.
Did you read the Terms and Conditions before calling? The line I quoted was the first line and was the only line in bold.
Shame on me . . next time I'll engage an attorney to review all the Ts and Cs before I change service. When I quote pricing to a representative of Mediacom and get a head nod, I expect to get that pricing . . . It's cable service, not a multi million dollar business deal . . .
I concur with Radio Guy, the pricing needs to be clear and transparent . . . it's apparent that the pricing plans are not understood across the departments within Mediacom.
Thanks again to MediacomChad who just confirmed I have been set up with the original deal I was quoted . . . Fingers crossed for the next billing statement.
I don't think it is a "bait and switch". I just think MediaCom has made the pricing plans so complicated and convoluted that even their own reps can't figure it out. It truly is a cluster. You could seriously call them 5 different times about pricing and get 5 different answers. It seems everyone has different levels of knowledge, different call centers have differing authority or promotions to offer, etc...They have so many differing deals/promotions/gimmicks out there that the CSR's really have no hope of knowing exactly what you are talking about when you call about one. The only thing more frustrating then being a MC customer is probably being a MC customer service representative. It's frustrating enough job when you deal with the public every day but imagine dealing with MC pricing plans and an upset customer base every day. I wonder what the retention rate is for that job?
It's great that MediacomChad is able to fix this for you but what kind of company has so many frustrated customers that they need employees to troll around on internet forums to calm down upset customers? Shouldn't CSR's have the same level of authority and ability to fix problems as MediacomChad?
reply to pjschwartz
this is good info for others thinking about promos and to get things sorted before they switch