grfxgawd
join:2003-01-28
Springfield, MO
| reply to marigolds
Re: [MO] Springfield
There is supposed to be a tech out to do a complete sweep of the lines today. I really, really, really hope they find something. Anything!
Some people are trying very hard, others seem to be very unconcerned. Terry Woods from the local office here is doing just about anything she possibly can to help, and I'm very grateful for her efforts. A very good (my opinion) tech came out last night at 9:30 pm to try and find the problem since it was actually happening (and boy, was it ever happening).
He found an OBVIOUS problem at the connect box. The main drop that feeds the house needed its connector redone. There was a large gap in the center insulator and the very top of the connector. (The white part where the center wire comes out was down further than it should have been.)
When we came back inside - Bingo! Modem was up, line was clean, and pings were good. He hung around a bit and things were fine, we decided that must have been the problem. He left. 15 or so minutes after the modem drops again. So while we found something that was a problem, and we helped things, we didn't get it fixed. (It was down for the rest of the night as far as I know - it was already 11:30pm - I gave up and read a book)
The problem I have is this. I call the tech support number. I get the agent on the phone, and I'm blessed that they trust me enough that they do not need to walk me through my PC settings, so they look at the modem. Gone for a few minutes and one of two things happens - "Well, it looks like it's online. We can see it fine." or "Well, it looks like it was offline but it trained back up and everything looks good." End Of Call. No one seems to have the slightest interest even when they have seen the modem going up and down like a yo-yo to really DO anything. How about logging my connection? Setting up pings for a 24 hour period and check line conditions? How about hooking a device up in my home for 24 to 72 hours to log and monitor the line?
I had to finally act (well, I wasn't acting) very angry with a CSR on the 800 number and demand to talk to a supervisor. And still I got, "Call back in the morning.". Why should I have to call back? Do they provide pen and paper for CSRs? Is there no ticketing system that could have flagged this for the supervisor?
I did call back the next morning and spoke with "John" I believe. I think it's a call center in Illinois. He was very helpful. He called, multiple times, because he couldn't seem to find anyone at their desk, down to Springfield to get someone local on the problem. That's where I was referred to Mrs. Woods. And as I've said, she's working as hard as she can to help find the problem. At least, as hard I think she can. She's always taken my calls, been very courteous, and willing to talk with me. So to John and Terry I offer my most sincere gratitude. They have been wonderful so far. Also I believe the tech that was out at my house was named Rick. Rick is welcome at my house anytime. 
But it's taken more than a month, dozens of hours of work on my part, and threatening to resort to other agencies to get this cooperation. And, this is not a NEW problem. I've been plagued with intermittent problems ever since Mediacom picked up the service from @Home. Thank god they did, otherwise I'd have lost any chance at a high-speed connection.
We've switched modems once (problem solved for quite a while), had at least 6 to 12 people out to my house over the last three years, spent possibly hundreds of hours on support calls, bought my own modem (Toshiba PCX 2600 - the one I was told to absolutely not buy), and now I'm paying DSL reports to try and monitor my line.
This is nuts. I've worked for ISP's. Two in fact. DialNet.net and Jesscom.net. I am not a network technician, and I never will be. But in my experience connection problems CAN be very hard to diagnose, but it shouldn't take more than a month to get some action on a reoccurring problem. Especially on an account that has been plagued with problems for years.
Last night was the first time shortly after we moved in that the TV didn't have noise on it, thanks to Rick. We've been in that house almost 4 years, and last night I saw channel 2 without noise.
I love using the service when it works. I'm grateful to have high-speed access. But if there was ANY feasible option, I'd switch so fast it would leave the cable line sizzling.
I have been blessed over the years with some techs on the 800 line that have gone way past the call of duty to fix problems. I’d hug those guys and buy them a beverage if I could. So some of my experience with Mediacom has been reaffirming and positive. But enough is enough. I don’t know what else I can do.
(Yes, I’m known for writing lengthy tomes. But the extraordinary length of this one is due to my extraordinary frustration with the situation I’m in.)
Thanks to all who have replied in this thread, and thanks to a mod for splitting it off. It’s a good feeling to be helped by someone with this. |
