I have had Mediacom for my internet and cable for two years now. All was fine until December of 2006. My cable was out one night, and my internet too. It was a Thursday evening. I called about 4pm and had to hold for about 20 minutes to speak with customer service. They told me that a fiber optic cable had been severed in the area, but it would be repaired shortly. The cable never came back on that night. I had to work the next morning, but figured it would be okay the next day.
Friday I come home from work, but find my internet and cable still not working. I am a little upset, since I pay most of my bills online, and surf at least 1 hour a night.
I called Mediacom's 1-800 number once again. Once again I hold for about 25 minutes before being connected. I speak with the representative, told them my problem, and they said there were no outages in my area, so they would have to send a repair person out. The repair person could not be out until Tuesday next week between 12 and 5!
At this point I am furious and would like an explanation. They could not give me one as to why it was out. I finish speaking with the customer service rep, and decide to call again to see if someone else can help me get a sooner repair date. Once again I hold for over 30 minutes and I cannot get a sooner date.
I decide to let everything go until Monday morning. That day I call customer service again. I ask to speak to a supervisor. I am told a supervisor is not available. I ask if I can have a supervisor call me back. They said yes.
Later that afternoon, I still haven't received a call from the supervisor. I am becoming increasingly angered, and call once again. I speak with another customer service representative, and I am given the same runaround. So I decide to wait until tommorrow for the service tech to come to my house.
Tuesday arrives, I wait patiently for the service tech to arrive. One pm, Two pm, Three Pm, still no tech. At about three-thirty I decide to call again to see if they were still coming to fix it. To my surprise I am told they will not be able to come over until Thurday!
At this point I am furious. But no matter how much I beg and plead with the customer service person, nothing can be done.
I call Wednesday twice to customer service. Once to ask for a credit to my bill, and once to make sure they are coming over tomorrow. I am told they will arrive tomorrow between 1 pm and 5 pm. At this point I am very doubtful.
Thursday afternoon arrives. I wait until 4pm before placing my first customer service call to Mediacom that day. They assure me my service technician will arrive soon. Five pm arrives and I still have no service technician at my house. I call again. I am told they are running behind because they only have one van, and both technicians are sharing it.
I make two more calls to customer service before the technicians finally arrive at 8:30 pm. It takes them less than 20 minutes to restore my cable service. It turns out my cable as well as two other people on my block were shut off accidently. What a joke.
Wait, it's not over yet. Fast forward to January 2007. I go to the mail and see my cable bill has arrived. I am hoping to see my bill a little smaller than usual to the outage. I am enraged to see my bill is now a whopping $107.00 It had previously been $46.03 for the past two years. This bill did have my service outage discount however. The entire $9.42 refund.
I call customer service. I wait for 36 minutes before getting though to a representative. She is very rude and unhelpful. I tell her my issue with my new bill, and she pretends as if it was not a very big deal. She also decides to hang up on me after I ask her to refer to my previous bills total.
Now I have to call again, and wait on hold again for another representative. He is a little more helpful than the previous one, and tells me the bill has increased because I had a promotional offer. I was completely unaware of this, but according to them it was true.
I ask to cancel my service. They tell me to cancel my service, that I need to take my cable modem, and cable box to the nearest off ice location. That location is 19 miles away, but I cannot cancel my service without it. This company has to be the worst I have ever dealt with, next to U Haul. I will be contacting the Arizona Attorney General, as well as the BBB. I feel sorry for those of you who have to deal with this company.
queen creek, Arizona
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