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Mediacom ranks last in Customer Satisfaction
by marigolds 04:57PM Friday Aug 19 2005
»www.jdpa.com/studies_jdpower/pre ··· 2005117
Mediacom comes in last place, trailing even the likes of Charter and Adelphia, in the annual J. D. Powers and Associates rankings of customer satisfaction in the Residential Cable/Satellite TV industry.

Mediacom also ranked in the bottom group in all six subareas of the survey (as did Adelphia and Charter while Comcast only did so in five subareas).

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HeavyC

join:2004-03-31

Amen.

Amen....I have the absolute worst time getting straight answers out of these people.
Turbocpe
Premium
join:2001-12-22
IA

2 edits

Re: Amen.

A couple weeks ago, we had about a 6-8 hour cable TV and Internet outage. I called in after a couple hours into the outage, and no one could tell me what was wrong and when it would be resolved. Only thing I was told was that it was known and that it would hopefully be resolved. Not the guys fault who answers the phone (in this case), but that type of outage, there should have been some (better) answers.

I realize this article is about cable TV, and it appears Mediacom wasn't included on cable Internet, but last week, I called support in regard to yet another outage. This time, it only was cable internet. I called about 2 hours into the outage. The first Tier 1 Representative told me that there was no known issues in the area and that everything was "fine". I wasn't impressed with the guy, so I called back. The next Tier 1 Representative said that there was an issue in my area and that X amount of modems were also offline. It amazes me the poor internal communication Mediacom has. I've heard this voiced from some people inside who see the same thing.

This pretty much mirrors my other experiences in the past with Mediacom's support, though I admit and appreciate that there are some good guys in the company.
garn91

join:2005-01-15
Ankeny, IA

1 edit

Re: Amen.

the joys of customer service roulette. It's that way no matter whom you subscribe to.

pcscdma
hi
Premium
join:2004-01-14
Winterset, IA
said by Turbocpe:

I called about 2 hours into the outage. The first Tier 1 Representative told me that there was no known issues in the area and that everything was "fine". I wasn't impressed with the guy, so I called back. The next Tier 1 Representative said that there was an issue in my area and that X amount of modems were also offline.
I had an automated message tell me that the service was down in my area and it was working fine. I just think that's how they work. They say their service has issues just to get you off the phone.
--
Posting .sig
Turbocpe
Premium
join:2001-12-22
IA

Re: Amen.

said by pcscdma:

said by Turbocpe:

I called about 2 hours into the outage. The first Tier 1 Representative told me that there was no known issues in the area and that everything was "fine". I wasn't impressed with the guy, so I called back. The next Tier 1 Representative said that there was an issue in my area and that X amount of modems were also offline.
I had an automated message tell me that the service was down in my area and it was working fine. I just think that's how they work. They say their service has issues just to get you off the phone.
Well since the service was offline for several hours, I think there really was an issue. I don't think they'd tell me that X amount of modems on the card that I'm served from is also offline, if it wasn't? Whenever my service is down, it usually is a result of their end.

But yes, I've had the automated message tell me that the service was down in my area, while it was working normally. And vice versa.