ComplaintsforMIDCO

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Midco due to my connection of service continuously failing. They gave me no opntions other than replacing wiring. I do not own my home and my landlord does not allow anyone other than the people on the lease to be on the premises unless authorized and hired by her. (I know very inconvenient but there is nothing we can do due to being on a lease) I gave midco a few weeks because maybe the current windstorms have been affecting my wifi. That is not the case. During those few weeks i had to purchase more hotspot time and I have burned through that very quickly. I called them again to cancel services and request the last billing statement be forgiven due to not having wifi hardly at all. They claimed I used it all the time and there is nothing they can do. Why would I have bought more hotspot just to pay them as well? They were also quite rude to me telling me it is all my fault. I get that they couldn't trouble shoot due to my housing situation but they just would not help me out at all! I spoke to a sales rep, their manager and the managers supervisor. I was then hung up on by the managers supervisor.

  Business response

  05/29/2024

  On 5/11/2024, ****** contacted us regarding internet concerns.  At the time the customer indicated that none of the offered times worked to have a technician look into the issue, and even when an exception was offered to be looked in to, they declined.  We did not hear from the customer again until 5/28/2024 when they chose to disconnect services.  Sending a technician does not necessarily mean that we need to rewire the house, and if that is required we can provide a landlord request form to ask the owner directly, therefore getting their permission.  The customer never even allowed us to get to this point of investigation, or allow a technician in the home.

  Additionally, while they may have had connection issues, we can see that service was used quite a bit.  There were 1060 GB of Downstream in April and 853 GB of Downstream in May, which indicates that they were using service frequently and a lot.  Additionally there were 44 GB of Upstream in that same time.

  We absolutely understand issues, and are happy to correct them when they occur.  If the customer would like to reconnect and allow us to solve the problems, we would be more than happy to do so.  We can be reached 24/7 at ###-###-####.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/6/24 As of noon CST on May 6, 2024, my internet was disconnected. My own fault, I did not pay attention and realized that my auto pay was not working as I mistyped an acct number. I paid the FULL balance of the bill to reconnect service. When I contacted Midco to reconnect the service that i just paid for, they informed me that there was an outstanding bill of $500 dated 2017/2018 that needed to be paid before service was reconnected. They gave me the address that the service was installed at and it was on **** ST in Sioux Falls, in an apartment building. I have not lived in an apt building since 2015 and it was not on **** st, which per statute limitations is well beyond the 7 years anyways. When asked for more information they informed me the install was with a "******. I am not *****. my name has never been *****. Nor was my roommate a *****. They cannot provide the original bill, they gave me an account number that I cannot pull up in ANY of my emails - including an old college one. The acct number would not pull up on the site as it said it was invalid. So I paid for a service, I made my bill current, after taking ownership of my own mistake and they refused to reconnect my service until this alleged bill was paid. It was never sent to collections, I was never contacted in the last 5/6 years regarding this supposed outstanding balance so how does this $500 magically appear? What could've been a simple push of a button on Midco's end turned into a BBB complaint.

  Business response

  05/21/2024

  A debt of $522.91 was found on this account from **** * **** ** *** ***.  The account holders name on the account is ******, with the same personal information, including phone number.  This phone number also matches the one provided on this complaint.  This account was disconnected due to non-payment in 2017, and the customer received 3 additional notices after final disconnect - December 2017, January 2018, February 2018. 

  
  We also have contacts from ****** on the account after disconnecting - a chat on 11/28/2017 to cancel a payment scheduled on 11/30/2017 (stating she would pay at the CXC which she never did) and a chat on the same day asking about reconnecting services at the same address.  This last chat is an acknowledgment of the debt, as the customer knew she was disconnected for non-payment and was educated on her options for reconnection. Since we are not a 3rd party collection agency and the debt is owed to us, we can collect on it as long as we deem necessary.

  
  In addition to the previous debt, we allowed a new account to be set up in February 2024.  Since then, the new account has been disconnected due to numerous returned payments and non-payment of the account, including their most recent payments on their current account.

  
  If fraud was committed and the account was set up without her knowledge, the customer will need to file a police report regarding the fraud.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Haven’t had internet service in years! Then cable failed. Good luck getting things fixed! The process begins with calling…….being put on hold for 1/2 hour! Then they argue with you! This process appears to be designed to keep the public from ever calling them! Midco has robbed my bank account for monthly payments but I have no service!!! (Theft!) stay fat away from this company!!

  Business response

  04/26/2024

  Attempted to contact the customer on 4/18, 4/25, and 4/26. Brad contacted us on 4/10/2024 regarding channel 72 not working. At that time we attempted to troubleshoot and advised Brad that he may need a technician - both were declined.  Customer followed up on 4/16, and allowed us to schedule a technician.  Additionally, a $40 credit was awarded that day for one standard definition channel not working - the high definition version had been working. On 4/17 the customer contacted us and stated that he had not had internet for 2 years and wanted a credit for 2 years of service.  Prior to 4/10/2024 we had heard from the customer only three times since 2019 - Once in 2021 to correct cable issues, and twice in 2023 to ask about service and to make a payment.  Since 4/16, multiple follow ups have been attempted by our field technicians assisting with Brads concerns, as well as additional follow up contact attempts regarding this ticket.  Additionally, a $40 credit has already been applied to the account.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a new home built 7 years ago. I work from home in the Executive Office for my employer. We have had over 50 technicians to our home because the internet doesn't work, skips out & disconnects over & over again during the day. This has gone on for over 6 years and nobody at Midco can or will fix it. They talked us into changing systems because it's so much better than our tivo recorder was and it is horrible. It's doesn't get the internet over & over so the streaming is interrupted, we lose our programs because fhey don't work and we are Seniors on a one income household payong $240 a month and donteven have a movie channel. My Daughter who lives a few blocks away pays $50 a month for internet with not one glitch, yet we pay $110 a month and it doesn't work! I have lost 3 full days of work so far this year because of no internet. That is $750 in income lost! Midco will not fix the problem yet charges us the full fees! We pay Midco $240 a month for horrible service!

  Business response

  04/03/2024

  On 4/2/2024 we called 3 times - 10:05 AM, 1:42 PM, and  3:30 PM Central.  All 3 attempts received a "calls not being accepted at this time" message and we were unable to leave vmail.  The day that this review was left, there was an outage in the area that was resolved same day and should no longer be impacting the customer.  That being said, prior to reaching out, we were seeing poor WiFi coverage issues and a poor QOE.  Several devices connection (RSSI score)  was outside of the range that we would like to see.  The customer did call on the afternoon of 4/2/2024, and talked with an agent, stating many of the same things that were placed in this review.  During the duration of the call we offered to schedule a technician, but the customer was unwilling to allow a technician visit, or a field manager, to come back to their residence.  The modem has been showing online internally for 102 days, and the customer declined allowing us to reboot the modem stating she was working, and that she power cycles it daily.  During the call the customer also stated that she was told that the issue was with old wires and equipment, and that it has been worse since the last time a technician was there.  Unfortunately, at this time unless the customer allows a technician or a field manager into the house, there is nothing further we can do remotely to resolve this issue.  While a technician can certainly check outside lines, the issues we are seeing with WiFi coverage, RSSI, and QOE can only be resolved by someone in the home.

  Business response

  04/25/2024

  I totally understand that having technicians out is not the most ideal situation.  At times troubleshooting complex issues can require multiple visits as we work toward a resolution.  If there are times and days that work best to contact, we can call during those specific times and work toward a resolution.  As the issue is persisting within the home and no record of known, area wide issues, we will need to visit the home again.  We can do our best to have this occur at a time convenient for you for both the call and the follow up technicians.  We are absolutely wanting to get this fixed for you, and do not want you to have continued issue.  Please provide some times for us to have someone reach out, attempt troubleshooting, and work to get a technician if necessary.  Thank you.

  Customer response

  04/29/2024

  Our internet and tv are not working. Why is Midco allowed to to get away with not fixing this? They have done nothing over 6 years time and complaint after complaint? They have caused me yo lose 3 entire full days of work at $28 an hour with no compensation! 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a Midco customer for over 15 years. When moving to a new home in 2016 I changed our plan from cable and internet to just internet. Now, 8 years later, I have terminated my Midco internet by calling the customer service 800 number. It was a painless process. At the conclusion of the call the women representative said it was taken care of and we had no equipment to return as we owned the modem. I received my last billing statement about a week later for the few days I had service during that cycle, around $18. Yesterday, I received a bill for $1,140 from Midco for equipment that was never returned. I called and the representative told me the equipment was 3 cable boxes and a router, all of which he said were from back in 2018. I questioned the validity, as I had never once been contact about these cable boxes in the 8 years since those services were terminated. There has never once been a mention on the 96 monthly bills I have received that I had outstanding equipment that needed to be returned. When speaking to Matthew, the Midco rep I spoke yesterday, he said he’d open a dispute. The dispute referenced a return I made of 2 cable boxes when we moved. He called back today to inform me this was invalid and I either have to pay the $1,150 or return the equipment. Well…I did return at least 2 of the 3 cable boxes…and I truly feel this is an FU sort of situation for cancelling their service. Again, I cancelled cable 8 years ago and now after 8 years they’re saying I owe them equipment that hasn’t been used in over 8 years. They don’t even make these models as they are so obsolete! 8 years…they had 8 years to collect!

  Business response

  03/28/2024

  We reached out to *** today.  After reviewing the situation with our Accounts Team and reviewing the call records and notes on the account, we will be removing the equipment from the account.  The sales rep indicated there was no equipment that needed to be returned, and we will follow through with that promise, as well as provide feedback to the agent on where to identify that information in the future. The charges should be removed after overnight processing.  Appreciate bringing this to our attention, thank you!

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for basic internet with ACP. I provided the information from the ACP program to KP who is the person in charge of handling ACP enrollments. She got me set up, said the program would cover it, and that she'd get everything submitted. I signed consent forms etc 10/5. 12 days later, she sends me an email, asks me to confirm, i responded in 2 days with the info i could obtain. By now its the 23rd, I hear nothing back. On 10/30 I email her and ask her is everything settled, and I get no response. On 11/25, over a full month later, I get an email saying I'm $100 past due! By now my application for acp has EXPIRED and I have to submit a new one. If she had answered my email and followed through when I asked her on 10/23 if everything was taken care of, I would not have a balance that I cannot pay. I would have paid and skipped acp if that was within my abilities. And her attitude after I sent her an urgent email saying I am past due was A JOKE. It was nothing to her and I'd just have to pay when yes there were errors but together we could have addressed it in time. Add on to that, when Midco found out ACP wasn't continuing, all cust srvc ENDED. Calling for tech support, the auto msg says, we have id'd your acct as needing special attn. And TWICE xfer'd me to DEAD AIR for a total of 25 minutes. Because it's after hours, they put THEIR bill I got from them IGNORING me AHEAD of MY ability to even speak to tech support. So I couldn't do ANYTHING I needed to do, and spent literally HOURS trying to log into a modem which REQUIRES 2 APPS to be downloaded?! No. I'm so so done. And beyond disappointed in the service and lack of customer-friendly help. The apps SUCK, WHY would i need to log into 2 places to change my SSID? I wouldn't, because I will find a company that allows you to log into the modem via the internet without having to call a place that wants the money they cost me more than they want me to be able to solve the MINOR problems I had. Shame on them.

  Business response

  03/27/2024

  On 3/26/2024 3 call backs were attempted at 10:29 AM, 1:23 PM, and 3:18 PM Central.  The calls went to voicemail but the voicemail was full and we were unable to leave a message.  
  
  A credit has been applied to the account, and we identified that our call routing was directing her to our collections department during their off hours due to her past due balance, making it difficult for her to get to a support agent.  This has since been addressed and should no longer be an issue. We would love to talk to her regarding her technical concerns and any issues with the apps as well but have been unable to get a hold of her.  Please reach back out to us ASAP using any of the methods listed at *****************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I switched from my old office location to a new one, when I did I tried to transfer my Midco Internet service to the new address. I was told that I had no choice but to start a new service agreement, they sent me a service agreement for a 3 year term. They did not provide a copy of their contract with that service agreement that says you are expected to pay 100% of a service term if you cancel the service. They are way more expensive than the new ******** service that just became available. I contacted them to negotiate a lower cancellation fee but they insist on $**** to cancel. Up until this month there has been no competition for me to use and I feel like failing to mention the extremely onerous terms of cancellation or to send a copy of the Master contract was intentionally deceptive. I will be pursuing every possible angle to fight this company and their ***** practices. Including cancelling the home service that I don't have a contract on.

  Business response

  05/31/2023

  Thank you for the opportunity to respond to this complaint. Midco has reviewed Mr. ******** comments and Midco’s response is as follows:

  
  Midco reviewed the February 28, 2023, call referenced in Mr. ******** complaint. The call referenced was placed by Robin ****** and she relayed information second-hand to Mr. ****** who can be heard in the background. We believe this is the source of some of the confusion related to the transfer request compared to what Mr. ****** describes as “start[ing] a whole new account and service agreement.”

  
  In 2021 Mr. ****** originally contracted for 25 MB services on a 12-month contract. At the expiration of his contract in 2022, the account transitioned to month-to-month service with no additional long-term commitment.
  Midco, like many internet service providers, offers business customers a reduced rate when a customer is willing to commit to a long-term contract. In this instance Mr. ****** was offered to have his services re-located to his new address and remain month-to-month at the non-contracted rate of $***** or agree to a longer contract, with double the speed, at $** a month for three years. Robin ****** can be heard on the call asking Mr. ****** if he wanted to stay month to month for $** or do a three-year contract for $*****. Ultimately Mr. ****** determined to commit to a three-year contract with the reduced rate and double the speed.

  
  Mr. ****** was then provided the service order, which he attached to his FCC complaint. That service order included the following language, “[t]his Service Order is a supplement to and is subject to the terms and conditions provided in the Master Service Agreement including any other applicable Addendum, Attachments, Exhibits or Service Orders. This Service Order is also subject to the terms published in Midco's Annual Notice to Customers, Internet Subscriber Agreement, and Cable, Internet, & Telephone Subscriber Privacy Notice, which can be found at Midco.com/Legal.” (emphasis contained in original). Mr. ****** signed the agreement directly below this notice.

  
  Mr. ******** signature on the service order also explicitly acknowledged that he had read, understood, and agreed to the terms of the Master Service Agreement: “BY SIGNATURE HEREIN, I/WE ACKNOWLEDGE THAT I/WE ARE AUTHORIZED TO ORDER THE SERVICES DESCRIBED ABOVE AND TO BIND THE COMPANY TO THIS CONTRACT. I/WE HAVE READ, UNDERSTAND, AND AGREE TO BE BOUND BY THE TERMS OF THIS SERVICE ORDER AND THE TERMS AND CONDITIONS COVERING THIS SERVICE ORDER AS POSTED AND UPDATED AT www.midco.com/legal.” (emphasis contained in original).

  
  The Master Service Agreement which was referenced and incorporated into the service order, explicitly states that, “[i]f Customer cancels any Service (other than as a result of Midco’s default under Section 15) or if Midco terminates any Service pursuant to this Section, Section 15 or Section 25, then Customer shall pay Midco a Termination Fee in the amount of the service charges payable during the remainder of the term plus construction and other actual expenses incurred by Midco to enable the delivery of Service, any installation charges waived, and any discounts or credits issued under this Agreement.” As further indicated, the “Termination Fee is not a penalty, but rather the Parties’ best estimate of the actual losses to be incurred by Midco as a result of such early termination.”

  
  We regret that Mr. ****** feels frustrated and had misunderstandings about the agreement he was signing. Midco disputes any contention that Mr. ****** has been treated unfairly or that Midco has engaged in fraudulent business activities.

  
  Please let me know if you have any further questions.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Midco came for an install of fiber WiFi on Friday April 14th 2023 and it was a total hack job. Lazy round about way to install. Midco didn’t include ways to install, just said a hole “had to be cut in the new drywall garage” which I found out to be false after I contacted an electrician Tuesday afternoon and he took a look at it and said; “I’ve never seen anything quite like that, I’ve never seen it done like this at any house. I have never seen anyone tear open a wall like that before. It’s between midco and you with how it was done but You think they could’ve laid something on the ground for the next week or so, I can’t believe they wouldnt lay it down and do it right in a. Few weeks”

  Business response

  05/01/2023

  Thank you for letting us know.  I apologize for not responding last week, but I did pass this information and situation on to our local Field Managers to assist and review.  Very happy to hear that things are getting resolved for you, and I'm sorry that it was an issue for you at all to start.  Thank you for reaching out!

• Initial Complaint

  03/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Midco raised our rates $***** a month without telling us... We found out about it 1 March and got rid of cable 3 March.... We have NOT missed a payment We were promised "deals" to lower price several times this past 6onths... This did not happen... They say we owe over $****** **** *** ****.. They seemed to apologize and reconnected our internet...nice lady talked on the phone...two hours later it is down .. There business practices are unethical and immoral

  Business response

  03/16/2023

  On 3/1/2023 changes were made to the account.  These changes will be reflected on the next bill (to print and send on 3/27) but were not reflected yet in the bill sent this month (2/27) since changes were made after it was printed. There was still a ****** balance left over from the January statement (printed 1/27), and the payments made on 3/9 (***) and 3/14 (***) were not reflected in the statement sent out on 2/27.  Additionally, since we bill 1 month in advance, the new charges of  $****** on the 2/27 bill will see a prorated amount back to the customers statement on the 3/27 bill.  With the payments already made and the prorated amounts, the account currently shows a remaining balance of $****.

  The account is not blocked and will not be blocked unless payments are missed.  Please contact our Customer Care team if there are further issues with the account being blocked.  *** ******** ***** **** ** * ********* ** ******** *** *** ******* ** *** ******* ***** *****  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear BBB Representative, On August 1, 2022, I moved from my previous home to a new apartment ** ******** **. I chatted with Midco's agent and requested cancellation of the service at the previous address and start a new service at my new location. I have the chat transcript and more than happy to provide upon request. Midco agent confirmed the service setup, and all the time I have been under the impression that the service at the previous address (account ending in ****) is no longer under my name. Today I received a letter indicating the service at the previous address is still active and under my name. This is insane. I am technically legally liable for any internet misuse that the current tenant living at my previous address has done since August 1. If the current tenant of that address downloaded copyrighted materials, I am the one on the hook. Well-done Midco. First Midco must to cancel that account effective immediately and second it must indemnify me against any potential liability arises for the service used at the previous address from August 1. Third, I don't pay Midco for this mess-so I expect it owns its agent's sloppiness and credit my current account. I look forward to an amicable resolution. Thank you.

  Business response

  01/23/2023

  This account is now disconnected. It was a "managed services" account which was being paid for by a landlord/business. For the customer themselves, it was a free account and no credit was needed. The sales rep has processed the disconnect to populate the correct managed services account. This customer should see no bill and no account for the prior account going forward. When reviewing the account there were no copyright infringement notifications or other such concerns.

  Customer response

  01/24/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't accept Midco's response because it failed to address my concern. To be clear, the concern was Midco's egregious failure to cancel my account effective August 1. Who paid for the service is immaterial so long as the account was tied to my name--I never said Midco charged me for the service under that account.
  
  Someone else has been using Midco's services under an account that was registered to my name. And this is due to noone's fault but Midco. ** * ****** ******* I can see many problems with this, but shockingly Midco plays it cool like this was not a big deal. This is huge deal.
  
  Copyright infringement is only one example of the kinds of Internet misconduct I am worried about. What if the users used Midco services to harass someone--tracing the IP address would lead to this account that was sadly still under my name. I have in mind tons of what ifs that Midco's negligence could potentially cause me legal trouble. Midco must in writing and officially indemnify me of any liability for internet usages between August 1 to present date associated to that account. If Midco is really confident that no misconduct occurred under that account between August 1 and today, then there should be no problem with Midco providing such indemnification letter.
  
  Absent such express affirmative indemnification, I will have to take immediate action to protect my interests. I think Midco must be amenable to a peaceful resolution now that it is given the opportunity to address it on BBB, which is certainly less adversarial than other means of dispute resolution.
  
  I look forward to discussing this further with a member of Midco executive team. Midco's response and dismissive tone is not well taken.
  
  Best,
  

*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. ↩