ComplaintsforMascon Cable Systems
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Complaint Details
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Initial Complaint
14/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I pay for internet service through this company and the internet never works. It’s constantly in and out. The company recently changed hands and I was with the previous owners for 6-8 years and never an issue. They say the internet doesn’t work because of ice on the tower, yet we’ve had the most mild winter I have ever experienced since living here, and with colder winters never had an issue with the previous owners. I formally requested a month of free internet services to offset the cost of having to go to other business’ to use their internet to do my work, (which required I make a purchase to do so) and the request was never entertained. I’m paying for a service I’m not receiving, and I know many other people have the same complaint. They said they have climbing restrictions right now, but had no problem telling another customer to take their snow mobile up the mountain and take the ice off the tower themselves. They are an out of town based business serving my community and I can see the mountain from my house.. not that much snow, and it’s 11 degrees outside, so I don’t understand the it’s iced over and going to be a constant issue right now excuse.Initial Complaint
16/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
****** bought out our local internet company ***** The internet service has been next to nothing, missing **** courses as can't login, , can't stream, can't text We also fall into a dead zone area with ***** where we have no cell service Sit on hold for hours then be told they can't help us as we were a ***** customer and the local worker need to reach us. Put in a ticket over a month ago to have modem check but have not heard from anyone. We know things can be running up to speed as there was not a problem when it was *****- if there was an issue they had it resolved within the day The social media is flooded with complaints of our new provider "******" Customers complaining and calling them has made no difference , just hung out to dryInitial Complaint
13/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have never heard of this company before receiving a letter stating I owe $247.03 and that it was going to collections (now on my credit bureau)For a service I do not receive from this company. And when I try to contact them about this they just lie about sending letters . I don't even have an account number.Initial Complaint
13/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Continued refusal to respond to service downtime daily due to faulty equipment installed in my residence. Mascon is aware that the equipment is faulty and the source of the problems. See attached letter for additional details.Initial Complaint
18/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
May 16th mascon was to perform scheduled maintenance on our cable internet services between 1am and 5am. We were informed of this maintenance through email communication the day prior. On Tuesday morning it became apparent to many in our village that the maintenance did not perhaps go well. It was at this point that I checked on my service to see if I still had television and internet. Although my internet seemed and has remained sluggish since, it was working. However the television service is not. I undertook the recommended self help steps on the website to no avail. I then decided I may have to contact the technical support line to see what the problem may be and find a resolution. After 50 minutes on hold for the first call when I thought I was going to be connected instead the call was disconnected on their end. The second call I was on the line for over 2 hours without getting through. I sent 3 requests for call back through their website interface since. I have sent emails, each time I have explained my problem politely and requested help. I have recieved no reply in any format. Several people in our village are having the same issue. Our community ******** is overrun with complaints of not being able to contact anyone. There has been zero communication from the company and zero indications of a solution. We are paying on average $167 per household for this service internet/television billing is due at the end of the month for services we are currently not receiving and without communication from the company we have no idea when they will be restoredCustomer response
19/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ****
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.