• Report: #786178

Complaint Review: Media.com

  • Submitted: Fri, October 07, 2011
  • Updated: Mon, October 17, 2011

  • Reported By: Tig — Bettendorf Iowa United States of America
Internet United States of America

Media.com Mediacom "Dictatorship of Internet/Cable", their rules...you pay Bettendorf, Internet

*UPDATE Employee: DMCA

*Consumer Comment: Here's what Mediacom wants you to sign

*Author of original report: What you have printed here, doesn't match what I was told

*UPDATE Employee: DMCA Violations

*General Comment: My neighbor is also a victim

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We had our internet service 48 hrs and had our service cut off by Media com. They said we had downloaded an illegal game. The game in question we own and had downloaded from the company website an upgrade. Media com said the game company notified them: so with out a call or email to us, our service was cut. My husband works from home, we lost income from this struggle. We spent several hours, both of us trying to find out where the service went and why. We also found out that Media com doesn't care if you downloaded illegal content, or if you can prove or would like to prove that what you did download was legal. You are guilty if someone (and they blame game companies, "law enforcement agencies" as well as other media publishers) send them notice. I was also told that if you are "caught" more than 3 times you are banned from service, and put on a "list" that the carriers share.  It is 3 times: IN YOUR LIFETIME.

In early 2010 we received a letter from Media com stating that a movie had been "illegally" downloaded. I called them and was told "this was standard procedure, probably your router needs better password protection". (We had not downloaded anything.) We bought a new router, and left media com then for faster service.  I was never told the "3 strikes" rule. I was told to not worry about it, and the issue was fixed over the phone. I signed nothing.

Media com sent an offer for what was 1/2 the price of the current provider, so we switched back to them. When the service was cut..the first 3 hours and 5 phone calls were spent trying to figure out why. Finally, we were told we were "Tier 2" violation. It took another 3 phone calls and hours to find out what that was. The woman who I spoke with sounded heavily medicated and kept telling me she couldn't hear me. Eventually, because I was speaking very slowly and loudly ...she told me she had 2 "blown out ear drums and had been on medical leave". (Does the fact that they put a person on a PHONE w/blown out ear drums tell you how well run this company is?)

This person, and later 2 others out of the nearly twenty I've spoke with stated that you are guilty if they feel you have violated their rules. I was told it would do no good to contact the game company and prove we downloaded LEGAL content...the 2nd mark was on my record. I was told by one person that they don't update these "marks" if (and I was told THIS NEVER HAPPENS) a person is able to show they didn't do what they are accused of.

Again they can accuse, decide you're guilty and cut you off from service as they please. The 3rd time in YOUR LIFETIME, you're on a list and no service, ever. (per Media com)

If you read the complaints (hundreds of them on the internet) about this company you'll see a pattern. You will get hung up several times, and you will get passed around for hours. Each person will blame the one before, and none will take responsibility. The more people you talk to, the more versions of events you'll get...are they lying or just not very bright? If you ask for a supervisor you'll be told there is one, but they are not available. You'll be told that by every department. You may find they recorded your conversation and as you get frustrated....they will bait you. (An ex employee tells me they "save the good ones" for breaks....not to "better their service").

I don't understand how in a country where we are INNOCENT until proven guilty, one company can make up, (or blame others for advising them) a charge of guilty, then not allow you to challenge it...(unless they cut off your service for months while you attempt to prove it...and then ignore it if you do prove your innocent), and put you on a list, with no notification. I was told by Derrick at Media com that a bill signed by President Clinton: Digital Millinium Act (late 1990's) gives them all their power.

Common sense also tells me that a company with no supervisor's who take calls, or who put people on phones who can't hear: is a company who doesn't care about service. Civics class in high school tells me that a company that makes up their own rules, blames others and holds people guilty with out challenge or reason...can be ugly and destructive.

This report was posted on Ripoff Report on 10/07/2011 06:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Mediacom/internet/Mediacom-Mediacom-Dictatorship-of-InternetCable-their-rulesyou-pay-Bettendorf-In-786178. 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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Updates & Rebuttals

#1 UPDATE Employee


AUTHOR: Mediacom Support - (USA)


This gets handled at a corporate level and is then updated to your account. The first violation does not incur any penalty beyond a warning. Whether the paperwork was thrown out, misplaced, etc makes no difference as the 2nd violation more than 7 days after the first then forces your account to be suspended for the repeat violation. To resume service the 2nd violation paperwork must be signed and on the paperwork it does state a subsequent violation will have you terminate your service. If you are under contract and you have a 3rd violation you are not holding up on your end of the contract to keep the service and can incur an ETF or early termination fee.

"A THIRD VIOLATION will automatically be
grounds for immediate and permanent termination of my internet services with
Mediacom Communications Corporation or any of its entities. "

The problem is not whether you ended up paying for it or have a legitimate copy, the problem is downloading and/or uploading illegal copies of the file that the copyright holder has found through whatever means they use to track it. If you were not a part of this downloading/uploading your IP should never have gotten to them in the first place for them to send to us stating that there was a violation of their copyright. If you file the dispute and show that you purchased it that may persuade it to go in your favor, but once disputed it is no longer between you and Mediacom.

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#2 Consumer Comment

Here's what Mediacom wants you to sign

AUTHOR: Karen - (U.S.A.)

I'd ask a lawyer to look this paperwork from Mediacom over before signing it. Looks like it opens you up to all kinds of litigation.

Digital Millennium Copyright Act Counter Notice 
File Sharing Activity 
Contact Information
(All must be provided for notice to be valid) 
First Name:                                                                        Middle Initial: 
Last Name:   
Address:                                                                               Apt. Number: 
City, State Zip:   
Phone Number:   
IP Address   
Infringed Work    
Reporting Agency   
Mediacom Acct #   
This form is my response to notification to me by Mediacom of a Complaint received about 
the use of my Mediacom Online service (Service).  Specifically, the Complaint states 
that I have stored on devices attached to my Service, material that either by its presence or 
by the ability of others to copy, infringes the complainants copyright.  This counter notice 
responds to the allegations of the Complaint with respect to the following material: 
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#3 Author of original report

What you have printed here, doesn't match what I was told

AUTHOR: Tig - (United States of America)

Thank you Tom,

But I disagree with your statements. Your violations procedure is NOT straightforward. The "first" violation I was told not to worry about it, that it was a way your company made sure people had updated routers/passwords.

The second violation...I have yet to receive written confirmation. Your company turned off my internet, and we spent hours/lost income before even YOUR staff knew why we were cut off. If your own people can't figure it out, how am I supposed to? If your "rules" are straightforward, why did you turn me off and still 10 days later I have no written notice?

As far as being able to dispute this...YOUR staff (3 different people) said A) you can try, but we won't help you, and B) we don't update our records and remove so called violations if I am able to show we paid for the download in question.

I have contacted the company your staff "said" I should, but again...not sure: nothing in writing. They were helpful, and are checking into their records. (at least they are trying...which is more than I can say for your company)

You are the ONLY person in your company so far who states what you have...

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#4 UPDATE Employee

DMCA Violations

AUTHOR: Mediacom Support - (USA)

We do have a pretty straight forward policy in regards to DMCA violations. You are welcome to dispute any violations with the copyright holder making this claim. You can email me at SocialMediaTeam@mediacomcc.com and I will send you the document to dispute your violation and we will take action pending the outcome of your dispute with them.

Social Media Relations Team
Mediacom Communications
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#5 General Comment

My neighbor is also a victim

AUTHOR: Karen - (U.S.A.)

I am posting this on behalf of my neighbor. She was terminated from mediacom after 9 years of service because someone hacked into her router and downloaded illegally. She even paid the Geek squad big bucks to install a new router to help secure her network. It didn't help, and about 7 weeks ago she was turned off. I know my neighbor and I know she did not illegally download. She was extremely upset over the accusations.

Two weeks ago mediacom called her and offered to sign her up for $19.95 a month. When she stated that she was terminated, the rep said they didn't know anything about that. She even spoke to a supervisor and they said they could re-sign her up. She decided to do it even with the way she was treated (we don't have many alternatives in our area). Last night I was trying to help her get back into her old mediacom email address and we couldn't log in. She called support and they said it was because she was terminated from mediacom and that she wasn't supposed to have service. Now they want her to return her modem and are going to shut her off again!

I can't believe a company would treat a long time customer this way. I know she is not the first person to lose service because of a supposed breach of service, but to turn her off again after they re-signed her is just too much.

Basically the answer I got is that 3x is Mediacom's policy for terminating and there is nothing to be done. My response:
I have to say I find your reply very disappointing. Your company made the decision to call her and ask her to sign up again. The words used were, "We're reaching out to former customers". She didn't approach you. I don't see why you can't ignore policy this once and make an exception. She cancelled Verizon to sign back with you. I have no idea if she incurred a financial penalty because of her decision to give Mediacom another chance.

Mediacom's response:
The DMCA is a federal law and I cannot go around the policies Mediacom has set for customers who have repeat violations.

I know the DMCA is a federal law, but they don't set the rule that 3x you're out, Mediacom does, correct?
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