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Outages Frustrate Mediacom Customers
Intermittent problems are more than just annoying
by KathrynV 03:45PM Wednesday Nov 21 2007
Mediacom subscribers seem to be having problems with outages that the company doesn’t know how to handle. The Columbia Tribune reports on one user who has had continuous service interruptions with phone and Internet going out 1-6 times per day every day for the last six weeks. Mediacom’s regional government relations manager says that they’re working to remedy the problem but that they don’t actually know what’s wrong yet, having replaced equipment in the area to no avail.

They report that the problem is not statewide but Mediacom seems to be having other issues as well. Our readers report intermittent cable problems in the Des Moines area with questionable customer service as the response. On the whole, reviews of Mediacom are about equally divided between positive and negative reports on the company. However, they did disappoint customers a few months back when they said they would be delaying DOCSIS 3.0 deployment due in part to the belief that no one would be deploying that technology anytime soon.

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NicoleDiana
Unexpected
Premium
join:2003-10-10
australia

Nothing new

Down here in Georgia, we know all too well about Mediacom problems.

I've had two full outages in the last 30 days that lasted over 12 hours each, in addition to the day of intermittent outages which fell on my install date. Gotta love handing over a $102 check and having your service go dark 15 minutes later.

At random intervals, I'll have sound but no picture. By the time I get through the unbelievable holding pattern with Customer Service, however, the video appears again. I've come home several times for lunch to find the guide "will be available shortly", which I know is a tell for the service having gone down and coming back.

Asking for a credit for the outages yields a "service wasn't down for an entire day" answer. Actually, if we're going to be that technical, they do total more than 24 hours when combined.

There are no other options in my particular complex or I'd be on DirecTV/Dish Network and have DSL. Mediacom is it though and they know it.

The City of Valdosta has been asked before to provide cable/internet service and give Mediacom the boot. I believe the last word was that they feel Mediacom is providing "adequate service". I didn't realize our city standards were so low.
--
I would like to change the world but nobody will give me the source code.
rebus9

join:2002-03-26
Tampa Bay
Reviews:
·Verizon FiOS
·Bright House

1 edit

At least they give billing credits....

My sister is in Mediacom territory and says it's a disaster. Multi-hour outages are frequent, and several in the past 2 years have lasted 3-5 days each before they could get a truck rolled to the neighborhood. The techs all say the equipment servicing the neighborhood is shot, but nobody will give approval to replace it. (TV usually still works, but internet does not.)

The upside (if you can call it an upside) is she calls and screams bloody murder, and they credit her back the internet portion of her monthly bill without a hassle. There are very few months she actually "pays" for internet service.
 
jhigh

join:2002-04-06
West Des Moines, IA

Problems in Des Moines

Ongoing, persistent capacity problems during peak hours in the Des Moines area over the past 5 years (at three different addresses). The only customer service option is to roll a truck to "check signal levels", which have always been normal. The support call is then closed without the problem being fixed. Subsequent calls to tech support start this cycle over again. Frustrating to say the least.

lotusracer
Premium
join:1999-11-26
Moline, IL
Reviews:
·Mediacom

Re: Problems in Des Moines

said by jhigh:

The only customer service option is to roll a truck to "check signal levels", which have always been normal. The support call is then closed without the problem being fixed. Subsequent calls to tech support start this cycle over again. Frustrating to say the least.
I've certainly been there myself. They always like to blame splits in my line, but why would the splits cause problems occasionally? Plus, it was like that when they installed me in 1998!

Topmounter
Sent By Grocery Clerks

join:2001-02-20
Evergreen, CO

Re: Problems in Des Moines

Your signal levels are probably borderline and fluctuating,
leaving little margin for error. Each splitter on the line
between the modem and the tap reduces the signal level by at
least 3.5db.

I feel for the Mediacom employees, hopefully their management
folks will get their ducks in a row and get them what they
need to fix the problems.
Turbocpe
Premium
join:2001-12-22
IA

1 edit

Re: Problems in Des Moines

said by Topmounter:

Your signal levels are probably borderline and fluctuating,
leaving little margin for error. Each splitter on the line
between the modem and the tap reduces the signal level by at
least 3.5db.

I feel for the Mediacom employees, hopefully their management
folks will get their ducks in a row and get them what they
need to fix the problems.
Signal levels are not the only thing that can go wrong. They do have capacity issues from time to time, and even more so lately. I'm in Des Moines area as well and just went through a capacity issue requiring node planning. It took quite some time to get accomplished.

gladowl

@mchsi.com

Mediacom Customer Service?????????????

Have had Mediacom with HD tier and Digital Plus channels for over a month. I have not had one day with all channels useable in that time. Tiling on one or two channels in the 840 841 etc HD tier everyday. Unable to watch ESPN due to same.
I have tried for four hours this morning to have a trouble call scheduled without results. They do not return or answer phone messages and I certainly don't understand what they are talking about when they offer "customer service and quality guarantees" That is a joke.
In the month I have had 4 service calls and none have been able to address their technical deficiencies.

medicomsucks

@mchsi.com

Re: Mediacom Customer Service?????????????

I agree 100%! My cable service and phone service suck!
The internet service isn't all that great either.