I have had MediaComCable and Internet for years. Within the last two years, I have moved to just have Internet with MediaCom due to increased cost, realiability and service. I work from home and have had MediaCom Internet for most of those years. In recent years the service has been intermittent and completely unreliable. So much so i had to put in a second internet connection as backup. When I call to report an outage, I get normal comments ranging from ""we can't help you"", ""you are set up incorrectly"", to ""it's your VPN/Router/Firewall"".
The Customer service representatives never HEAR my comment that I have had the same set up for over 10 years. It always appears to be easier for them to find the reason that points away from their service. I work in the IT field so I make sure that I go through EVERY TROUBLESHOOTING step multiple times before I call - unplug the modem, unplug the router, unplug the wireless router, connect directly to the modem. The results are usually the same. There have been times that I have even had to instruct them what to do.
The most recent issue is dealing with random internet connectivity, random drops, and after multiple page clicks a sudden ""DNS issue"" and reroute to their ""wall garden"" page (which, according to Customer Service, Teir Two/Backline Support, it should never pop up unless service was disconnected/disabled but never randomly as it has been appearing for me). I have called, a total now, of 11 times in the last 3 weeks for my current situation and on service request #3 to havesomeone come out but still do not have resolution. The second time I spoke with a supervisor who assured me a tech would be out on a Friday morning and would call me (at my cell number vs home) but yet no one showed up......call on Monday (today) and was told they called 3 times with no response so they didn't show. I immediately knew they called my home phone and asked why they didn't leave a message. Explained that I had no calls, no voicemail, etc and that I had specifically given my cell number as there is no phone connected to the home number. The next visit is scheduled for tomorrow with a supervisor to be on-site but, at this point, I am not sure that I will ever get the tech on site or a resolution.
As customers we expect a level of service that, quite frankly, MediaCom cannot provide. I have already communicated that, if this issue isn't resolved, I will make a formal complaint. I am not sure what that will do but I feel that, if we are held accountable to paying for our services, we should expect those services to be provide or a timely/permanent solution to receive said services. IN my organization, my team would not be allowed to try and pass this off as customer service or service period.
MediaComCable Reviews
I have had MediaComCable and Internet for years. Within the last two years, I have moved to just have Internet with MediaCom due to increased cost, realiability and service. I work from home and have had MediaCom Internet for most of those years. In recent years the service has been intermittent and completely unreliable. So much so i had to put in a second internet connection as backup. When I call to report an outage, I get normal comments ranging from ""we can't help you"", ""you are set up incorrectly"", to ""it's your VPN/Router/Firewall"".
The Customer service representatives never HEAR my comment that I have had the same set up for over 10 years. It always appears to be easier for them to find the reason that points away from their service. I work in the IT field so I make sure that I go through EVERY TROUBLESHOOTING step multiple times before I call - unplug the modem, unplug the router, unplug the wireless router, connect directly to the modem. The results are usually the same. There have been times that I have even had to instruct them what to do.
The most recent issue is dealing with random internet connectivity, random drops, and after multiple page clicks a sudden ""DNS issue"" and reroute to their ""wall garden"" page (which, according to Customer Service, Teir Two/Backline Support, it should never pop up unless service was disconnected/disabled but never randomly as it has been appearing for me). I have called, a total now, of 11 times in the last 3 weeks for my current situation and on service request #3 to havesomeone come out but still do not have resolution. The second time I spoke with a supervisor who assured me a tech would be out on a Friday morning and would call me (at my cell number vs home) but yet no one showed up......call on Monday (today) and was told they called 3 times with no response so they didn't show. I immediately knew they called my home phone and asked why they didn't leave a message. Explained that I had no calls, no voicemail, etc and that I had specifically given my cell number as there is no phone connected to the home number. The next visit is scheduled for tomorrow with a supervisor to be on-site but, at this point, I am not sure that I will ever get the tech on site or a resolution.
As customers we expect a level of service that, quite frankly, MediaCom cannot provide. I have already communicated that, if this issue isn't resolved, I will make a formal complaint. I am not sure what that will do but I feel that, if we are held accountable to paying for our services, we should expect those services to be provide or a timely/permanent solution to receive said services. IN my organization, my team would not be allowed to try and pass this off as customer service or service period.