MediaCom Stinks worse than smelly fish!

[Reliford]

:angry: (my experience with Mediacom)

 

[Smiling JOe]

Ha! MediaCon just called with their automated message saying that I have an installation appointment scheduled for Saturday, which is the correct original date of disconnection. Yesterday, they called and said the installation was for Sat. I like that the message says I need to be here. (right!) Yesterday, they cut off my phone and internet, then later cut off my cable tv, all without leaving the freaking building. They are getting mighty brave, telling me when to schedule my rotten tomato throwing. Anyone want to donate some rotten tomatoes?

 

[yippie]

Please tell me that Embarq is doing better and I will switch immediately.

Please let me tell you my tale with Embarq. On May 25th they were experiencing a slow down with their DSL service. On May 28th they installed a corrupted back up data base.

That is when the trouble began. My first call was from my home at 7:30 am. Quick response time, then the usual trouble shooting, turn modem off, reset modem... bla bla bla.. after an hour, I told them I needed to get into the shower and get to the office. As we left it, they were going to turn in a trouble ticket.

Arrived at the office, same problem. In and out DSL, etc. Thus, my second call began around 10am. Same thing trouble shooting, etc, to no avail. The rep said they were turning in a trouble ticket. A few hours later, the service began to get worse. I called a consumer affairs number on file in my roledex for a lady who had helped me in the past.

This is where the real trouble began. She just couldn't understand why the two reps I spoke with didn't realize I was in an "outage area". So, she three way'd a call to the support tech department. The rep did this, then that, then told us he was putting us on hold and calling the engineering department because he had no idea what to do. (All the while the consumer affairs lady was still on the line). After about 15 minutes, he came back on the line and told us he was going to turn in a trouble ticket. So, I ask him what engineering had told him. He replied, "I don't know, I hung up". Wait, now, I am on hold 10 minutes and he didn't speak with engineering, he hung up.:angry: We both informed him there was alreay a trouble ticket and the consumer affairs person walked him through looking on some board to check status on the outage. He then hung up on us!

Anyway, hours later, consumer affairs calls back to inform me the target date to fix the outage was May 30th, but the problem would probably be fixed by the next morning. Note, both my home and business are creaping along.

May 29th. Got up, not fixed. All day, I am stealing internet from an unsecure line from another tenent in the building. Afternoon of May 29th. I call for the status. "We're so sorry about the wait, your call will be answered in approximately 29 minutes":angry: Consumer affairs has someone call me telling me I am in an outage area...... On and on.

May 30th, problem not fixed at either the house or the business... am call, "your call will be answered in approximagely 21 minutes"... rep finally comes on the phone, I ask for status, he wants to trouble shoot. No, I tell him I am in an outage area.... takes him another 20 minutes to look up the outage and couldn't figure out how.

Here is where I grab the pen and paper. Your name, your employee ID number, last name, location. Get me a supervisor. I am now in "que" for about 30 minutes waiting for a supervisor. All the while my business phone is ringing through on call waiting, but you don't dare hang up because you will have to start this entire thing all over again..... By the time the supervisor FINALLY comes on the line, not only is the service off more than creapingly on, but any e-mail that doesn't time out is being refused by Earthlink.

I have to start telling my problem all over again and informing him the problem was getting worse and wanted to know status.... He can't tell me a thing. So I call consumer affairs again.

Consumer affairs has a supervisor call me back who decided to send a "PC" tech to my office. I TRIED to explain to him 1. I am in an outage area asking if their problem had been fixed, and 2. I don't have a PC. He is astounded and surprised there was something called a Mac.... After a LONG talk, I finally agree to let them send someone out between 1:30 and 4pm.

PC rep showes up and immediately states, "I don't know why they sent me, you are in an outage area". Tell me something I don't know. So to try to do something, he got his PC laptop and plugged into my modem and you guessed it, he confirms I am in an outage area. BUT, he does try to find out information by calling his intercompany numbers, etc. And to be nice, he plugs in the newest biggest, baddest modem.

Neither of us thought of testing the modem since the service was up and down. He left my office about 4:15pm. A few minutes later, I noticed that I no longer had ANY DSL light. I called the rep and he was already on the other side of Ft. Walton, but would return at 8:30am.

NOTE - Day 3, Business COMPLETELY DOWN, residence, able to steal off neighbors unsecure line for e-mail. Tech returning in the morning.

I arrived at my home around 6 pm and there was an automated message from Embarq telling me my trouble ticket had been closed, problem fixed and my service was working properly. hummmmmm. Business NO DSL light (ran back to office), residence less than dial up speed and stalls.

Called Embarq, "Sorry about the wait, your call will be anwered in approx 28 minutes"... Long story short, and hour and a half later, a supervisor was informing me I was in an outage area. What about the recording on both the business and residence voice mail.. a mistake.

Target time for problem to be fixed, now June 1 by 5pm. Over 5 hours spent on the phone this day.

May 31, rep at office, no DSL and I am told because he plugged me into the new big bad modem, it had dumped my business completely and because of the still corrupted data, they could not re-ad the business until the problem is fixed.

Consumer affairs had at least a dozen people calling me on my cell phone informing me I was in an outage area. At the post office, at lunch, in home depot, at the bank. FINALLY, I ask them to please quit having people call me to tell me I was in an outage area.....

June 1, not fixed, 5pm rolls around, I call CA for status. At 5:01 they change the target time to 8pm.

8:30pm called "wait time approximately 17 minutes" I am ready to snip men's body parts that will make them sit up and take note.

End of story??? An hour later I am told the new target date to have the problem fixed is June 4th. Currently Business - Not even a DSL light. Home, stealing off neighbor.

THE ENTIRE CRYSTAL BEACH GRID IS DOWN. EVERYTHING EAST OF HUTCHESON ST TO THE COUNTY LINE. NO BACK UP PLAN, NO PLAN OF ACTION......

If anyone is interested, I have now obtained the telephone number of the CEO of Embarq which will be my first phone call Monday morning. I WILL SHARE THE NUMBER WITH ANYONE WHO ASK.

Thank God for unsecured lines in my neighborhood...

 

[Jdarg]

Yikes, Yippie! Don't you have other options over there?

If you don't, you are screwed. If it is fixed now, I would stay where you are, since the competition seems even worse.

I don't think I have ever heard anyone say "My local cable/internet/phone company is THE BEST!" Is there anybody on this earth that has had a totally problem-free life with cable, internet, phone, or satellite dish? I doubt it.

 

[yippie]

Yikes, Yippie! Don't you have other options over there?

If you don't, you are screwed. If it is fixed now, I would stay where you are, since the competition seems even worse.

I don't think I have ever heard anyone say "My local cable/internet/phone company is THE BEST!" Is there anybody on this earth that has had a totally problem-free life with cable, internet, phone, or satellite dish? I doubt it.

I dropped Cox almost 2 years ago because I was not getting a huge precent of my e-mails . And they still have a horrible e-mail problem because many of my clients on Cox, I have to send them the same mail many times for them to receive it.

This is the worse problem I have ever experienced with Embarq. Target date to be fixed. June 7th. I guess everyone went home for the weekend.

 

[GoodWitch58]

Yippie, you might want to also think about a call or email/letter to the Public Service Commission in Tallahassee. It might help.

 

[GoodWitch58]

...and if I were experiencing this, I would send a copy of your above post to the NW Florida Daily News letter to the editor and as many other papers in Embarq's service area that would print it.

 

[yippie]

Yippie, you might want to also think about a call or email/letter to the Public Service Commission in Tallahassee. It might help.

Unfortunately DSL is not regulated by the Public Service Commission or the FCC.

I think I will send a copy of the post to several people, including their competition......

 

[seacrestkristi]

Comcast up here is pretty good as far as customer service and low downtimes goes. After dealing with Mediacom's customer service dept. they seem fandamtastic!
Wow Yippie. The guy hung up on both you and his coworker What a jerk Was the he overwhelmed or just rude?
Is there any disadvantage to not scrambling my modem? Why do people lock them in the first place Can people get in your personal files or sumpin'?
OMG, look at Relifords sweet baby 'tar

 

[yippie]

Wow Yippie. The guy hung up on both you and his coworker What a jerk Was the he overwhelmed or just rude?

Frankly, I think he needed a LOT more training. I don't think he even knows who the Consumer Affairs department is, and of course, we had ask for Name, Employee ID number, and location. Poor Guy, he is really in the wrong line of work.