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.