• Report: #951098

Complaint Review: Mediacom

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  • Submitted: Fri, October 05, 2012
  • Updated: Wed, October 10, 2012

  • Reported By: James — dwight Illinois United States of America
Mediacom
100 Crystal Run Rd middletown, New York United States of America

Mediacom failure to fix cable tiling problems 4 years running middletown, New York

*Author of original report: Wednesday still no action

*Author of original report: No responses from Mediacom

*Author of original report: Update 10-5-2012

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We bought a brand new house in Dwight, Illinois June of 2008 when I retired from active duty military.  It was a new construction and we were the first occupants.  The house is on the edge of town in a new subdivision with several empty lots around us still.

Because it was a new construction and on the edge of town there was no drop close enough for Mediacom to hook us up right away.  We had to wait 2 months for them to come out and dig a new line and install a new drop close enough to the house to hook us up.  So we had a new house with new wiring which Mediacom installed after they installed the drop and hooked up the new wiring from the drop to our house.

We ordered the digital tier with a DVR, internet and digital phone and immediately started having problems.  Originally it was just the cable that would act up.  The picture would freeze (they called this tiling), sound would go out or just skip.  The remote control would be completely unresponsive and/or lag.  We would change the batteries but it wasn't a case of the DVR/digital box not receiving the signal it was a case of I would hit fast forward and 10 seconds later it would start fowarding.  I would hit play and 10 seconds later it would start to play.  If I got upset and was doing a bunch of button presses pausing, playing, rewinding and fast forwarding the box would respond with lengthy delays long after I had pressed any buttons...but responding in the order in which I had pressed the buttons on the remote.

We recorded the shows with the tiling problems and showed them to the tech who showed up.  They checked the wires in the house, said everything was good and they would get back to us.  They never did...it was a bad foreboding of what was to be 4 years of hell with their tech support.

The next couple times different techs would come out, tell us they tightened or replaced this wire or connection or that one but the problem was never fixed and we were constantly calling them back out.

Finally we got a guy who really went thru the whole system, stating he had to tighten NUMEROUS connections in our crawl space, he had to tighten all the connections at the drop, and he went down the line throughout the whole block tightening connections at each drop.  This still did not fix the problems.

I was recalled to active duty service for a period of 6 months in 2010 and we were living in North Carolina.  My nephew house sat for us but didn't mention any problems with the cable when he stayed there.  However we noticed the same issues when we got back November 2010.  They seemed to come and go intermittently, at one point we gave up on watching TV because it was so bad.

2011 all 3 services went out at once.  No phone service for months, internet would go out every 5-10 minutes for a few minutes at a time and then come back.  The cable was going thru horrid tiling sequences where you couldn't watch anything.  I recorded everything and am getting ready to post them to Youtube so everyone who considers buying from Mediacom can see just how bad their tech support is.

The tech came out spring 2011 and said the cable connections to our DVR box and internet modem were broken, he wasn't sure how we ever received a signal with such bad connections.  He replaced every wire in the house and had a new cable installed between the house and the drop, which they left unburied until October 2011...very nice, thanks Mediacom.

For the most part the tiling problems went away, we left this summer 2012 for Phoenix to help some family members out, come back in the fall....and the tiling problems are back again?

We are now being told we have to wait 1 week for a maintenance call and that we do not qualify for emergency maintenance because we haven't had enough problem calls in the past 1-3 months.  I guess they haven't looked at the 3 dozen or so times they have been out in the past 4 years trying to fix THE EXACT SAME PROBLEM!!!.

To make matters worse they keep lieing to us on the phone.  When this problem originally started in 2008 we were told that we would be reimbursed for any loss of signal problems.  Instead, the tech upgrades us to HD.  I didn't order HD, and quite frankly the HD channels tile just as bad if not worse than the regular channels.  I would have been happier if they had given us channels we didn't have instead of HD versions of the channels we already had which also have the same problems.

What is Mediacom going to do about our problems?  Are they capable of fixing the problems?  I don't see it, I have asked for different techs to come out, they send the same ones every time.  I have asked for refunds for the service we have lost, for all the shows we wanted to watch which we recorded but were completely unviewable because of the tiling.

Superbowl games lost, Olympic's lost, season premieres of our favorite movies lost.  One of my coworkers has Dish Network and when they lost AMC channels and he complained about missing his favorite shows they sent him a box which allows him to view Amazon.com shows on his TV and gave him credits for all the missed episodes.  Do you think Mediacom ever once contemplated reimbursing us in this way for the programming we paid hundreds of dollars a month for but couldn't watch because of their incompetence?

I've never had these problems with a cable company.  I've lived in Georgia, Texas, Arizona and New Mexico and have never had such horrid cable connections, and those were in old houses and apartments.  I had better connections when I was stationed in Japan, Korea and Germany.  Shoot even the adhoc setups in Saudi Arabia and Turkish airbases were better than this.  I've used DirectTV on occasion and even with storms and inclement weather the signals were never this bad and the dish networks are at least willing to work with you when you lose signals and miss programs.  Mediacom is not, and what is funny is how they advertise how much better their signals are supposed to be than the dish networks, funny how they advertise on TV about their fiber optic service...I'm not seeing it...especially when the commerical for their fiber optic service is lost to tiling I almost lost it I was laughing so hard.

I'm done paying hundreds of dollars for crappy service, problem is I'm in a rural area and there are no other options other than dish networks.  They know they have me by the balls, and they continue to squeeze for everything they are worth and ignore my complaints and pleas for help.

This report was posted on Ripoff Report on 10/05/2012 01:41 AM and is a permanent record located here: http://www.ripoffreport.com/r/Mediacom/middletown-New-York-10941/Mediacom-failure-to-fix-cable-tiling-problems-4-years-running-middletown-New-York-951098. 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 Author of original report

Wednesday still no action

AUTHOR: jwsutton1971 - (USA)

It is now Wednesday 10 October.  Still no replies from mediacom customer service, tech support or the media relations guy from the other post as to what they are going to do to fix our service.

Wife is calling from home, she is crying because for almost two weeks now she hasn't been able to watch TV.  She is a cancer survivor who had 3 strokes following her radiation and chemo treatment and is homebound....she has nothing else to do when I'm not home but to sit there and either get on the internet IF it works or watch TV...which it hasn't.

She called up customer service again and asked to speak to a supervisor.  The lady wouldn't connect her at first...but then later did.  Then told her the tech support guys had marked us as completed?????????

COMPLETED?????

 Really?  So my wife turned the volume up all the way on the TV while talking to the supervisor and every few minutes the TV would unfreeze and the volume would be really loud....the supervisor asked my wife if that was the TV, my wife says yes, just wait for it....the sound goes off as the TV starts tiling again.

On 30 September, we are told we didn't rate high enough for an emergency call.
On 5 October the Mediacom tech rep comes out and verifies...yes we have a problem and escalates it.
On 8 October some outside techs are called in (their words, not sure what an outside tech is, maybe a contractor of some sorts) and they do nothing other than to verify our signals, don't even knock on our door or let us know what is going on.
On 10 October the supervisor verifies that the outside techs listed they fixed the problem on their end which should have fixed our signal problem....but noone ever came to our house to check to see if the problem was fixed?????

WTF?????  Are you kidding me?????

And I'm supposed to be paying $200 a month for this BS?????
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#2 Author of original report

No responses from Mediacom

AUTHOR: jwsutton1971 - (USA)

Social Media representative asked me to send him an email the other day on another post I had posted on.

Imagine no responses from him either.

An update to the techs trying to fix our problems.  They showed up on Monday when I was in bed after having worked all night, my wife said they didn't leave their trucks out in front of our building.  They didn't approach our house or tell us what was going on that my wife could see.  They then left and never came back.

It's Tuesday night, my wife called upset yesterday wanting an update because our cable is unviewable with the tiling.  Even old recordings from last month are unviewable they just keep on freezing up which is odd since they worked before.  At least the first half that I watched of an old movie.

Tech supports answer to my wife was that we were not getting a good enough signal and they were going to escalate the ticket....that's what they said to us on Friday before...I thought it was already escalated?

When my wife brought this up the lady got defensive and stated their tech support DIDN'T have to tell us what the status was on our repair?

Oh yeah I just noticed we are falling off our 2 year contract and next month it's going to cost us $193 a month instead of $135.  For completely crap service like this???

We want answers, we want communication from Verizon on a daily basis as to what they are doing to fix our service or refund us for the lack of service over the past 4 years like they said they were going to do 4 years ago!!!  I don't need free upgrades to service that also does not work!!

I'm not paying $200 a month for this crap!!!
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#3 Author of original report

Update 10-5-2012

AUTHOR: jwsutton1971 - (USA)

Just an update on the situation.

Mike the tech came out today.  He wouldn't come to the house because he knew I was pissed off so he waited an hour for my wife to get home and deal with her.

He sat in his truck for 30 minutes waiting for her to get home from a doctors appointment at which time I had to leave for work.

I checked in with my wife to find out her basically verified that "yes" we do have tiling.  But we now have to wait the weekend, after having waited all week for him to come out and look at our picture just to verify we were telling the truth????

So he tells us our ticket has been escalated whatever that means and that they will be out again on Monday to do who knows what.

My wife did indicate that Mike stated it was far past time for Mediacom to fix our cable.  I mean 4 years is quite a long time for them to be continuing to troubleshoot the same problems????

Or am I just wrong?  I like to think I have a decent amount of patience with this stuff but I'm at the end of my rope now.  We pay $135 a month for this crap service and we are constantly missing our favorite shows because they are unplayable with no reimbursement of any kind from Mediacom.

I think AT&T Uverse internet is available according to my neighbor and Dish Network is looking a lot better even if they don't have AMC...since they gave my coworker money to pay for Amazon.com for the shows they miss maybe they will do the same for us?

I'm not holding my breath with Mediacom anymore.
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