ComplaintsforMediacom Communications

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we pay for the largest and most expensive package and consistantly have problems with outages and packet loss. with packet loss and latency being the main problem it makes it difficult to work from home. this is not the first time i've had to make this complaint.

  Business response

  09/25/2024

  Hello Nicholas. I apologize for any service-related issues you are experiencing. I have confirmed that several appointments have been scheduled with our technical department to investigate your concerns but those have been cancelled either prior to arrival or due to the fact no one is available to meet us. Reviewing the modem remotely, I am not seeing signals that would confirm the issue related to our system. To properly address these concerns, our service technician will need to meet with you at the home to begin the process. When you are available for scheduling, please let our customer support team know, and they will be more than happy to make those arrangements. You can reach us  24 hours a day over SMS text messaging to 66554 (standard text and data rates may apply) or call 855-633-4226.

  Customer response

  09/25/2024

  every time I have made an appointment it’s been the same day there is an outage in area which happens all the damn time. What happens is the internet starts working like crap then I make an appointment, then I’m told there is an outage in the area. When the outage is fixed I get some random agent who calls me and asks me if I want to cancel the appointment because the issue has been resolved. The problem is these outages happen ALL THE TIME and you guys come out and put some lame ass fix on it and you are back a week or 2 later. Case in point today there is ANOTHER outage and I had to go into the office to work. You are effecting my ability to earn a living so now I’m taking this very personal. Do you understand the concept of “fixing it right” or doing a “good job?” Or is everything the same old lame ass bandaid fix? Stop trying to repair shit with duct tape and actual apply a fix that lasts. Do that make any kind of sense to you??? 

  Business response

  09/26/2024

  I apologize but following any system repairs, we will contact you if you have a pending service call to verify if your issue is resolved as occasionally your concerns may have been related to the work completed in the field. If your problems are not resolved, the appointment will remain scheduled. In your case, after reviewing the signals, it does appear that you may have interior problems specific to your address that need to be addressed. Please contact our customer support team for scheduling so that we can investigate this further. Representatives are available 24 hours a day over SMS text messaging to 66554 (standard text and data rates may apply) or by calling 855-633-4226.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned a rented modem and router to Mediacom at the Mediacom store in Nogales Arizona on July 26, 2024. I was heading to pick up a moving truck and move all my furniture after so did not keep track of the small half slip receipt they handed me after returning the equipment. Since moving they have been harassing me daily asking me to pay for the equipment that I returned to them in their own store personally on July 26, 2024. They lost the equipment and are asking me to pay for it. I refuse to pay for something I don’t have and that I did return in person in their Mediacom store. I would like the charge removed from my account and the harassment to end. I would highly recommend to stay away from this company.

  Business response

  09/05/2024

  I apologize for the frustration this has caused with the equipment. We have removed the equipment from the account, and you should not receive any more phone calls about needing to return the equipment or pay for it. If we can be of any further assistance, please do not hesitate to reach out to us via phone at 855-633-4226 or texting at 66554.

  Customer response

  09/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22214892, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Chase Yutzy
  
   
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Mediacom a couple months ago to inquire about their publicized rate increases. I was told my current rate of $79.99 was locked until October and to call back in October to get another promotion rate. Today, July 17 I get a bill with a significant price increase. Now told my rate changes this month. Agent is unwilling to stand behind what I had been previously told. Additionally Mediacom makes us the consumer call them when there’s an outage to request a credit. So puts it on us the consumer to take the time of sitting on the phone for extended periods of time multiple times a month to obtain a credit that they already know they should be giving the consumer

  Business response

  07/21/2024

  Hello Kendall. I apologize for any confusion you have regarding your rate. As mentioned on previous statements, your promotional terms agreed to in July of 2023 included a decrease in the discount effective July of 2024. The second year of these terms include $40.00 monthly savings. If you wish to discuss other options to lower your current monthly rate, you will need to contact our customer service team direct over SMS text messaging to 66554 (standard text and data rates may apply) or call 855-633-4226.

  
  We do provide credits for a loss of service that last more than 24 hours. Often, credits are extended individually as a courtesy for shorter interruptions but requires review of the account. For consideration, you will need to contact us via one the methods provided above. 

  Customer response

  07/22/2024

  besides the companies statements are confusing, I CALLED A CUSTOMER SEVICE REPRESENTATIVE and they told me October.  So now the company is saying to call the same people they claim have previously given misinformation.  They should be standing by what their representatives state, especially since they’re say to call their representatives 

  Business response

  07/23/2024

  We don’t show evidence that information was provided that your rate was valid until October. The increase noticed is based upon the promotional terms and reminders of those terms have been listed on each of your monthly statements. You are currently in the second year which provides a $40.00 monthly discount until the offer expires in July of 2025. If you would like to discuss options to lower the current rate, you will need to contact our customer service group. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/20/24 Mediacom took down our service for "scheduled maintenance" without notifying any customers in advance. This caused me to loose a days pay from not being able to work from home and receive a write up from my employer. Nediacom did not send out any pre notifications or even texts that there was an outage. In fact the App THEY TELL EVERYONE TO DOWNLOAD AND USE STATED FOR ALL OF THE DAY EXCEPT LAST HOUR OF THE OUTAGE, THAT THERE WAS ZERO EFFECTED CUSTOMES" The app clearly is worthless and calls to customer service were fruitless as the reps were also kept in the dark about this outage even as the reps on multiple tries tried to send messages to the repair department for answers and the repair department refused to answer their own co-workers back. Then JJ with Medicoms Business Chat stated that 1) their internet is for entertainment use only {I doubt Medicom employees working from home have business accounts to their homes as wee} 2)JJ stated that they recommend people with the Mediacom phone service through internet have other means of communications available. So based on JJs comments, then Mediacom is only good to use for FB & watering movies and not to have phone service through them because they are a poor service with no reliability. I lost a days pay to the mistakes they made and all JJ can do is provide lame excuses. I should be atleast compensated two months services which still totals less than the amount of pay I lost do to their deliberate lack of service

  Business response

  03/21/2024

  Hello *******. I apologize for the maintenance service that interrupted your internet during the day 3/20/24. We do make every effort to avoid a disruption for repair work during our peak hours but on occasion, these are necessary to resolve problems in the field that are discovered and require immediate attention. While our terms of service do mention that the residential services you subscribe to are intended for the purpose of entertainment, we realize that many individuals use it for work from home applications which leads to an additional level of frustration any time these interruptions occur during scheduled work hours. We did send out a text alert as soon as the problem was discovered, and a determination was made that the system would be affected while repairs were completed. These alerts are sent to customers registered for SMS text notifications and it does appear you received this as well as the follow up once work was completed. These alerts go out to a large area and includes all subscribers that could experience a full loss of service or possible intermittent / slow internet while repairs are done by our technical department. It does not mean that all subscribers that receive the alert will be affected. The times associated are adjusted since the scope of repairs are not always known completely and should be viewed as estimates. As a courtesy, I have applied a week of credit to the account.

  
  Our system is based upon connection to a broad network and relies on several factors to operate properly. Commercial power disruptions can cause a loss as well as damages (car accidents, cut or damaged cable lines) along with equipment failures. These are unforeseen interruptions and can occur at any given time. We make every effort to avoid these situations but unfortunately, that is not always possible. If you have any other questions or concerns, please feel free to reach out to our customer care team either by phone at ************ or via the text option.

  Customer response

  03/21/2024

  as I stated in my complaint I DID NOT RECIEVE A TEXT OF THE ISSUE AND THEIR APP SAID “ZERO” customers effected.  Even first 3 calls to customer service acknowledged I did not receive text and the service department repeatedly ignored customer service department request for what was happening. NO ESTIMATED TIME OF COMPLETION WAS EVERY GIVEN UNTIL 2 hours before the disruption occurred.   I am Signed up for notifications but as customer service has noted, I have repeatedly NOT BEEN SENT THESE TEXTS AND YOUR RESPONSE THAT I DID RECEIVE ONE FOR THIS MATTER IS A FLAT LIE.  Also you ow. People who work from home also do not have business accounts so is it ok when they have their lines down.  Is it do as I say not as I do?

  Business response

  03/24/2024

  I apologize but our representatives do not have contact with our service technicians in the field and information is updated through outage notifications. Interruptions due to multiple individual requests will slow the repair process. We have verified that a text message was sent along with a follow up message once restored to the device registered on the account for these alerts and hate to hear these were not received. We do make accommodations in the form of credit applicable for the cost of services we provide you and the same would apply if you had a commercial or business-related account. This includes outages unrelated to any damage or loss caused by third parties. We do not offer credit for lost wages or other services you may subscribe to that may have been lost due to any interruptions. 

  Customer response

  03/25/2024

  so now you’re calling me a liar about receiving notice of an outage.  Would gladly make my phone and phone service data available to prove MEDIACOM IS LYING about me getting me a text of outage.  Had I received a text we wouldn’t be having this discussion as I would have had noticed and would have driven into my Phoenix office for work.   Even your customer service people acknowledged that Mediacom did not send a text, JJ acknowledged that your system is prone to errors (I have screen shots of our discussions to prove this).   Your response explains the poor reviews your company has.  Rather than admit Mediacom personnel screwed up, you keep making excuses and denials hoping that if you deny enough it would make it true.   This isn’t a Trump world.   That’s not reality.  Mediacom screwed up.  I have three RECORDED phone calls with Mediacom personnel who 1) acknowledged a text was not sent and 2) that your system and app were reporting ZERO affected customers several hours into the outage.  Even they were seeing the reported zero outage and I also have the screen shot of that also of your app showing ZERO EFFECTED.  So if your system was reporting zero effected WHO WAS IT GIING TO SWND TEXT MESSAGES TOO to report outage?   It wasn’t until late afternoon that it finally report 431 effected and I only received a text telling me it was back on AFTER I SELECTED THIS OPTION on app and when I called.   And even then I HAD MO INTERNET FOR ALMOST 30 MINUTES AFTER I RECEIVED THE TEXT SAYING THE SYSTEM WAS BACK UP.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my service with Mediacom the first week of December. I reinstated my service a week later after talking to the retention department. The retention person told me that they had a deal to keep customers for 49.99. I also qualified for ACP. This would take my bill down to 19.99. I called later to confirm with them that the ACP was available for them to accept. Again, the retention person said that my bill would be 19.99 with some extra taxes and fees. They did not issue this on my last bill. It is still showing 99.99 for the month. Not only that but after talking to someone in the retention department again she informed me that my bill would be 55.99. This is a huge difference. More than double what I was quoted. I was quoted less than 30. Now, I am being quoted a completely different price. On top of this I can't even get a detailed bill as she informed me this did not take effect until January's bill even though I reinstated my service a week prior to Decembers bill. I didn't even use their service in December. I disconnected it. But I forgot to cancel. So that isn't their fault. But to be charged the full amount for a month of service even though I only had it for 2 weeks is just bad business. I also want to know what happened to the new monthly fee. They went from quoting me a $50 discount to only giving me a $20 discount. I do not have any documents at this time. I can show you the bills that are currently showing on my account but they said the discounts won't show until the end of January. Which is absurd.

  Business response

  01/15/2024

  Hello ****.  I apologize for the issues associated with the offer you were quoted.  This is an offer for new customers and our representative failed to correct this once the account information was provided. We are honoring the quote and have applied additional retention discounts that will take effect today, 1/15/2023, and will be applied for the next twelve months. This will bring your monthly rate prior to the $10.00 autopay/paperless discount down to $59.99 per month. There are also additional adjustments that have been applied to the account. Once the ledger updates, you will be able to view the corrected balance by logging into your account on our website or mobile care app. You can also contact customer service using our SMS text messaging option at ***** or call direct to ************ to verify.

  Customer response

  01/16/2024

  I want you to reply back to this what my bill will be without discounts. Show me the price:
  
  I have taken several hours out of my day to try to get this fixed. Not to mention the multiple times I called the month leading up to me canceling your service a month ago, trying to find a cheaper option. 
  2 of your retention employees both quoted me the same price. 
  $59.99 with the $10 discount meant it was $49.99
  Then with the ACP ($30), the price would end up being $19.99.
  So you can understand my surprise when the last agent I talked to told me that after all discounts and the with the ACP $30 deduction, that my bill would be still $55. That's basically the same price as you offer anyone. 
  
  I will compromise with you. You show me what my monthly bill will be for 12 months on here an I will drop the complaint. 
  

  Business response

  01/18/2024

  If you would like to discuss the terms of the current promotion, you will need to contact us direct. BBB responses are not a secured method to provide this type of documentation.  You can reach our customer care team direct 24 hours a day over SMS text messaging to ***** or by calling ************.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi. We were customers of Medicom for many years for both cable and internet. We canceled the cable in Nov/Dec 2018 and immediately returned the equipment rented. We continued internet until 8/2022. We canceled and returned the rented modem for the internet immediately. We then received a final bill for the internet services for $55.48 in 9/22 which remains unpaid. We then received a bill in Nov 2022 for an additional $800 for 'equipment that was not returned' for services 4 years prior which was for the cable equipment we already returned! We tried to rectify this by calling and was told we didn't return the equipment and that we owed the $855.48. WE DID return it in 2018!! Please remove these equipment charges as we should not be liable for the returned equipment not being checked in properly and applied to our account! There is no reason we'd keep equipment this as it doesnt work without mediacom! Once the $800 is removed and corrected, We will pay the $55.48 for the last bill!

  Business response

  11/29/2023

  Hello *********  I apologize for the concerns regarding the billing related to your previous account with Mediacom.  An investigation was concluded regarding the video equipment still assigned and it was decided to remove due to age and the fact it is obsolete.  The remaining amount due is for internet service provided prior to discontinuing that service.  If you would prefer to pay this amount direct to Mediacom, you can do so by calling *************

  Customer response

  11/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *********
  
   
  

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 31, 2023, I paid $125.43 down to start Xstream internet service. On August 4, 2023, a technician came to install service but stated my address was not serviceable, took the equipment and left. I was told I would receive a refund via check in 2-3 weeks but never received this check. When I called, they said I never returned the equipment... When I explained that the technician left with all the equipment the day he came out, they opened a ticket to "locate the equipment." I was supposed to receive a call back but did not receive the call. When I called them again, on August 27, they said they needed more time because "this was Sunday." I wanted the refund back on my card, but they said no.

  Business response

  08/31/2023

  Hello Alan.  I apologize for the delay with the refund process.  After reviewing, we were able to locate the modem originally sent for the installation of services and that has been removed.  Your refund was reversed back to the credit card.  Financial institutions can take 3-5 business days to reflect this so please monitor.  If you have any further questions or concerns, you can contact our customer service team 24/7 by calling *************

  Customer response

  09/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20528982, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Alan Hack
  
   
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mediacom states they credited moneys back to my checking account. I never received the funds.

  Business response

  04/16/2023

  Hello *******.  I apologize but we don’t show that you are due a refund or that one has been requested.  Our research confirms that we received a charge back notification from your credit or debit card regarding a payment made in September of 2022.  This would have been a request you made with your financial institution and the amount covered with that payment was reapplied to your account.  We attempted to reach you on 4/15/2023 following the request made by you to investigate and were unable to reach you by phone resulting in a voice mail being left.  If you have further questions regarding this, you will need to contact us by SMS text messaging to ***** or call *************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have Mediacom for our internet service. We have been having issues with our connection for over a month. It goes out several times per day, for an hour or more each time. A tech was sent to our house and it was determined that the issue is at the line, not in our house with our equipment. We were told they would have a repair tech out the next business day. That was over 2 weeks ago. I call everyday and am told that the tech is scheduled for that day. But the following day our internet is still out. I keep being told a supervisor will call me about the issue, no one has called. I run a business from home that requires internet. I’m paying for a service that I’m not receiving and no one is able to give me a resolution when I call.

  Business response

  10/06/2022

  Hello,

  
  ******** *****
  1570 ED primavera Way San Tan Valley AZ

  
  We escalated the issue to our Techincaion Supervisor on 10/05/2022 when we received the BBB notification. Our Technician Supervisor had a Service and Maintenace Techincaion in communication with the customer and went to the customer’s home on 10/06/2022.

  
  Technician fixed issues in the maintenance area and verified the drop line to the customer's home. These checks did pass the Mediacom guidelines. The Technician then reviewed the lines in the home and determined the line in the attic was the issue. Per Mediacom policy, we do not wallfish, so we will be unable to replace the line in the attic. The customer was then advised by the Techincaion they would need to replace the line on their own or hire a contractor to replace it. 

  
  Thank you,
  Mediacom Quality Assurance Team
  
  

  Customer response

  10/11/2022

  This is not at all how this complaint was resolved. There was no technician at my home on 10/6. I received a phone call that day from a supervisor that assured me they would have a technician out to repair the line outside, not IN my home. No technician was ever in my home telling us that the problem was in the attic. When the first technician came out in September, they determined that the issue was NOT at our house. Luckily, the supervisor I spoke with on 10/6 did seem to resolve our issue. We have not had any issues with our internet since that evening. However, I don’t appreciate them responding to this complaint with false information, that is extremely unprofessional. 

  Business response

  10/12/2022

  Hello,

  
  ******** *****
  570 ED primavera Way San Tan Valley AZ

  
  I do apologize as the Quality Assurance Team did reach out to the Technician Supervisor and may have misinterpreted the Technician Supervisor's Reply to us on the status of the repair.

  
  Per your email, I am pleased to hear that the supervisor you spoke with on 10/16 did resolve your issue.

  
  Thank you,
  Mediacom Quality Assurance Team
  
  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We ordered Mediacom Dec 2021 and ever since then the internet we pay for each month has not provided the way it was promised. We have complained many times and the only resolve they attempt is the same one that fails over and over to fix the problem, which is sending a tech out and the tech tells me he can’t do anything to fix it, but yet they still send their bill even though they can not provide a consistent internet signal.

  Business response

  07/05/2022

  Hello ****.  I apologize for any issues you may have experienced with the service.  We do show since your installation, there were problems in March associated with maintenance work in the area that was completed.  Since our visit on 7/1, we can verify that the modem is reporting stable, and all speeds are registering above your current subscription level.  If any issues have continued, please contact us via text messaging at 66554 or by calling 855-633-4226 to further investigate and trouble shoot.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩