I have had Mediacom for my internet and cable for two years now. All was fine until December. 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. 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.
Chris
queen creek, Arizona
U.S.A.
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