- Report: #1138778
Report - Rebuttal - Arbitrate
Complaint Review: MediaComCable
MediaComCable Media Com CableMediaCom Internet Connectivity Unreliable and Customer service is anything but service Columbia Missouri
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I have had MediaComCable and Internet for years. Within the last two years, I have moved to just have Internet with MediaCom due to increased cost, realiability and service. I work from home and have had MediaCom Internet for most of those years. In recent years the service has been intermittent and completely unreliable. So much so i had to put in a second internet connection as backup. When I call to report an outage, I get normal comments ranging from "we can't help you", "you are set up incorrectly", to "it's your VPN/Router/Firewall".
The Customer service representatives never HEAR my comment that I have had the same set up for over 10 years. It always appears to be easier for them to find the reason that points away from their service. I work in the IT field so I make sure that I go through EVERY TROUBLESHOOTING step multiple times before I call - unplug the modem, unplug the router, unplug the wireless router, connect directly to the modem. The results are usually the same. There have been times that I have even had to instruct them what to do.
The most recent issue is dealing with random internet connectivity, random drops, and after multiple page clicks a sudden "DNS issue" and reroute to their "wall garden" page (which, according to Customer Service, Teir Two/Backline Support, it should never pop up unless service was disconnected/disabled but never randomly as it has been appearing for me). I have called, a total now, of 11 times in the last 3 weeks for my current situation and on service request #3 to havesomeone come out but still do not have resolution. The second time I spoke with a supervisor who assured me a tech would be out on a Friday morning and would call me (at my cell number vs home) but yet no one showed up......call on Monday (today) and was told they called 3 times with no response so they didn't show. I immediately knew they called my home phone and asked why they didn't leave a message. Explained that I had no calls, no voicemail, etc and that I had specifically given my cell number as there is no phone connected to the home number. The next visit is scheduled for tomorrow with a supervisor to be on-site but, at this point, I am not sure that I will ever get the tech on site or a resolution.
As customers we expect a level of service that, quite frankly, MediaCom cannot provide. I have already communicated that, if this issue isn't resolved, I will make a formal complaint. I am not sure what that will do but I feel that, if we are held accountable to paying for our services, we should expect those services to be provide or a timely/permanent solution to receive said services. IN my organization, my team would not be allowed to try and pass this off as customer service or service period.
This report was posted on Ripoff Report on 04/14/2014 02:29 PM and is a permanent record located here: http://www.ripoffreport.com/r/MediaComCable/internet/MediaComCable-Media-Com-CableMediaCom-Internet-Connectivity-Unreliable-and-Customer-servi-1138778. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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