CEDAR RAPIDS, IOWA -- We were recently informed that Mediacom Business Services was invoicing our company for an early termination fee for Internet Services that were provided by Mediacom from March 2012 through December of 2017. During that time, we paid Mediacom over $23,000 for services. Mediacom was selected as they provided a high-speed internet service that was useful in our business. From the beginning we experienced continuous service related issues with the service being down, the speeds being at lower than contracted levels and a whole host of other issues.
Prior to July 2017 we experienced constant problems with the up and down speeds that we were receiving into our facility. We had Mediacom technicians to the facility at least 4 time per year from the inception in 2012. In July 2017, Mediacom sold me on their new service which was for 1Gigabit download speeds and 100 MB upload speeds. This was sold to me as a way to solve all of the performance issues we had previously experienced. We entered into the agreement in good faith that Mediacom would be able to deliver the service that they had contracted to deliver.
We have had constant problems since then and their service techs were onsite so often, that we had the routine down. I would take the service tech back to our IT room and before we got there they would inform me that they needed to do the test but they already knew that the problem was not on our end. For many years we were informed that the problems related to speed were a result of people in the apartment complex just to the north of our building “stealing” the service illegally.
From August through October, our internet speeds were less than 50MB down and 20MB up. Our business is totally dependent upon a fast and reliable internet connection. In the late summer, after countless service calls, one of the Mediacom people that I was talking to admitted that they were unable to solve the problem. At that time, they felt the problem was interference with other utility providers and the problem was located somewhere under the interstate highway that runs north-south to the west of our building.
We have been transparent with Mediacom since 2012 relative to the shared service we provide to tenants in the building. No one ever indicated that this was not allowed under my contract. We DON'T bill tenants one dime for this service. I felt trapped into a service that was costing me time and money every day and damaging my business. We have multiple tenants in the building and some of the smaller tenants use the internet service that we pay for as the owner of the property.
When we experienced problems from August through October with no resolution we were forced to find another service provider. My business was experiencing service issues due to the service provided by Mediacom that cost us thousands of dollars in workflow efficiencies. In October, one of the Mediacom representatives indicated that due to the service issues that we would be allowed to terminate the contract without penalty.
We contracted with another provider to bring service into the facility. This cost us in upfront charges and our IT support time to make the transition. The total investment was well over $2,000 which would have not been incurred had Mediacom delivered on the contracted services.
Since we moved the service to another provider two months ago we have not had one service related issue! I contacted Mediacom in December to terminate the service. Apparently, no one went ahead and did that. In January we received an invoice for service and I again called to inform Mediacom that the service was terminated and at that time was informed that our case had been transferred to the legal department. I then drafted a letter and sent it to Mediacom via registered mail. It was received by Mediacom on January 24, 2018.
When we received another invoice the week of February 12th, I again called to try and resolve the issue. After getting transferred from one department to another, I was transferred Angie. She indicated that she would work on the resolution and get back to me. Within an hour Angie called back to inform me that the legal department has now determined that I violated my contract and they are assessing an early termination fee in an amount exceeding $8,000 and my current balance is $9,583.54.
Obviously, I am disputing the charges based upon the facts and circumstances and conversations with Mediacom over the past six years. We signed a new agreement in July 2017 that Mediacom failed to ever deliver the contracted speeds. They had many opportunities to correct this and were never able to resolve. What is very disturbing is that Mediacom is now forcing me to invest in legal fees to fight this invoice. In looking at the complaints online it certainly does not seem that my situation is unique.
SW MN, MINNESOTA -- Mediacom is a prime example of a company having too much power! In the middle of nowhere MN we have very few choices for internet. I had issues with our local internet company with speed etc., so I researched another option.
Mediacom buys a ton of advertising in my area claiming the best and fastest internet. When going to purchase their service the internet was so expensive that it only made sense to get the TV and Phone bundle with it which I never needed. So now I am paying $135 a month for TV that barely gets watched, a phone that never gets used and worse internet service than I had with my local 1300 person town's internet.
When it got installed the tech stayed for the internet to work properly. We will need to get 2-3 range extenders (Not explained or suggested during their commercials that claim the BEST internet) and that he needs to set up another visit to run some lines to the house. We waited weeks for this to happen all while having bad service. After the lines were run we have had zero change and maybe worse. I can be in the same room as the box and my WIFI will cut out.
I chatted today 2/6/18 with customer service and after typing pretty much my complaint here their suggestion was to give me a link to Walmart to buy extenders. Needless to say I am HIGHLY disappointed in Mediacom and their employees and customer service skills. I have worked for 30 years in customer service. I have lost a ton of money just to keep my name and reputation clean.
I maybe could have accepted the customer service representative to tell me their policies and then ask management how she could help me, but instead my very FIRST response was to tell me to go buy extenders with a link to Walmart (Another stellar company! Not surprising they suggest them). Paying $135 for internet or any needed service is gouging!
I would bet their profit and loss would show proof of their price gouging just because they can get away with it. I did not file a complaint as I know that Mediacom will not care! They are big enough to be bullies and tow the fine line of moral and legal ethics! I STRONGLY suggest never doing business with MEDIACOM!!!
BETHANY BEACH, DELAWARE -- Never ever have I experience a company with the worst possible experiences. They make Comcast look like rock-stars. 4 times with same issues and still send low level techs that don't know anything to fix problem and never ever call you back (0-3). This Bethany Beach area has the worst services but are the only game in town if you can't get satellite so I guess that's why they are terrible.
It starts at the top, you can call tech support and tell them everything but still send wrong techs to fix security system with iPhone. The wifi is terrible which keeps cutting out on my renters. I have to ask each weekly renter to stay at house while each tech shows up to do zero. Incompetency can't hold up here. They are structurally top to down worse I've ever seen. I don't need a few credits on my account because they're incompetent. I just wanted to stop calling my weekly renters not only to keep them having to stay home while they try to send someone to fix the same issues.
I've spent 11 hrs already on the phone and 20 hrs from my renters to stay in house to resolve issues. Red flags were everywhere after I signed up to begin with LOL. They sent half my equipment (security) to one address and TV equipment to another address. Then later we had to stay extra night because the tech didn't even have a basic TV box. OH yet there's more if you're still reading this nightmare. They installed a DVR box and charged me a lot more money that I never asked for, so they sent out another tech to install ancient huge TV boxes that should be 1/4 the size and tell me that's all they had LOL. So again I had to send back by mail to order smaller TV box.
If you're still reading this you should run as far away as possible and cut down trees so you can get satellite TV etc... because Mediacom is a monopoly in Bethany Beach. I own a retail tire and auto business in Kensington MD. and have been in business for 24 years I get 5 stars from 98% of my customers. If there was a yelp for 0 stars they've earned that right.
MINNESOTA -- What I pay for is not what I get or what Mediacom says I'll get using their internet service. I pay 90bucks a month, for the highest speed internet and data usage 100 Mbps only, no cable or phone included just internet only. I get internet speeds between 29.0 to 32.0 Mbps average and that's when I'm the only one using the internet connection, (no one else is watching Netflix in the other room or on their computer). I lose my internet connection probably 10 times a day, depending on how many hours I spend at home online.
Sometimes I come home late, get online for the first time that day, I'm 3 minutes into eBay shopping and bam, the page doesn't budge. I look down and see I'm offline and lost my internet connection. 2 minutes sometimes more waiting to get back online. The same thing watching Netflix. Mediacom's tech support is a bunch of appointment schedulers that can't understand English. The wait time was 10 - 20 plus days to get someone out to repair my connection, the first time took 10 days, the 2nd service call is 24 days which I'm about halfway into right now.
It's a funny thing, during this nearly month long wait for Mediacom to repair my internet connection, I've kind of adapted to a slower internet. In between reconnections I've had time to actually think and reminisce of the early days when I was so happy with dial up, not a care in the world, it didn't even bother me when the price for dial up increased to 14.95.
ST PETER, MINNESOTA -- Buyer beware. Mediacom internet sucks sucks. Speeds are sooo slow and not what they advertise. I don't get the speeds I pay for. Service repair is a month out. Tech support is a joke. They don't troubleshoot. They're rude. They hang up /disconnect you in the middle of a call... Stay away from mediacom far far away.
BETHANT, DELAWARE -- Mediacom has the worst service ever. They lost a check sent to keep up service in my brother's rental property after his death, and having to try to unravel their atrocious customer service has cost me well over 10 hours of my workday -- and the issue is still not resolved. Horrible. Do not ever use them.
Around July 16, 2011 I contacted Mediacom and was connected to **. I requested phone and Mediacom Online MAX 20 Mbps Internet service. ** - noticeably confused about the multiple of specials around this time - suggested a special for 34.95 for phone and Mediacom Online MAX 20 Mpbs for 12 months after which it would then go up. I agreed on this and the technician ** installed service on 07/26.
However, already then I noticed on the work order that only the Standard Internet service was included (12 Mbps) - and the charge was only 29,95. ** said he couldn't change that but accepted my prepared check for 34.95 and told me to talk to **. I did, and after a series of conversations trying to understand Mediacom's dubious specials at that time (which ** didn't understand either), ** agreed to talk to Mediacom to have my service adjusted to 20 Mbps. That was Jul 29. I didn't hear from him anymore.
Therefore, I contacted him August 12. He said he sent an email in this matter but that they might be backed up due to the 'college kids moving in [University of Iowa]'. I contacted him again on August 20. The strange answer I got then was (quote): "They are having trouble finding someone to fix the account in the system. I apologize. You might get farther going through customer service at 1-877-387-8087. It's worth a try." So I did.
After a few transfers, the customer service representative let me know that I wouldn't be able to get the special I had signed up for anymore since it had expired. But he would be happy to adjust my Internet service to the 20 Mbps - at the regular rate of $59.95 a month. Furious at that point, I contacted ** who told me (quote) "You actually have till Aug 26 to cancel with no charges for service. If you're that unhappy with everything I'd advise you do that before it's too late."
So, my choice was No Internet or swallow incompetence, terrible customer service and breach of agreement. I spend a month on this process, while my emotional stage escalated from patience and understanding through surprise and disbelief to frustration and the heartfelt realization of disempowerment. I recommend to everybody to avoid Mediacom like the plague and find alternatives - before signed a contract or immediately once the current one expires.
WATERLOO, IOWA -- We had Mediacom installed in our new home in May. We have had nothing but problems with the reception since. When we have called to report the issue, which is simple the picture will turn black and white or blank completely, the representative did not understand what our problem was and would report issues we were not having. Finally we were able to have a service person scheduled to come to our house.
The service person was to be here on Sunday between 8-12. At 9:30 the phone rang and we could get to it before the voice mail picked up. The person left a message to call 232-8800 if we were still having issues. The number left has been disconnected. So called the 800 number. After waiting 30 minutes someone was finally able to help. The lady stated we had an appointment but it was canceled as the service person called twice and we did not answer. Nope, only one call was made to our phone.
Then I requested to speak with a manager and without responding to my request the lady said "one minute" while contact the service person to find out what is going on. After another 10 minutes on hold without agreeing to wait, I am now even more upset. Another person came on the line and rudely asked what my problem was. I was already angry and demanded a number to speak with a manager in our local office.
This person advised local offices have no phones to be contacted at. Duh!! What kind of business office has no phone available. Employees must have a line for emergencies. There is a number to call. This lady then finally agreed to have a manager call me after my work hours to have someone call. However, after 6 months of trying to get my cable corrected I will not hold my breathe. But when it comes to collecting your money for the bill, they sure are quick. Yes, I have tried to change companies. Unfortunately, Mediacom is the only cable service in our area and due to our location and surroundings, we are unable to connect to satellite, which was our first choice.
SAVAGE, MINNESOTA -- We got charged twice for disconnecting fee. Who does that? TV service awful from the beginning and only got worse as the months followed. Always technical difficulties every month to the point they would block the phone lines so you couldn't get through. On demand only worked part of the time. Means when you try to play catch up on weekend with shows, surprise it doesn't work. Movies only worked 70% of time maybe. About 15 minutes in they would get all fuzzy. Got double and triple charged movies if we didn't catch it in time.
Called them once to 2 times a month for problems. Ordered show time to watch Game of Thrones only to have technical difficulties that day and couldn't get it to play online either. Called and there was nothing they could do about it. That is the only reason we paid for show time. Total waste of money and huge headache while we were customers. We switched to DirecTV and have been amazed and much happier.
LEESBURG, GEORGIA -- First, my internet is down again and the HD channels are unwatchable (skips and flutters a lot.... Also the internet service is down often. I have had to call dozens of times to get them to come out and check out the service. The latest was Wed. of this week. They said they could not get anybody here until June 3rd.... 8 days does not seem reasonable. Either they have a lot of problems or they need to have more service people. I'm switching to DirecTV and hope this is better. All the fancy commercials they produce is pretty much a joke.