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Messages - MediacomDrew

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Internet Support / Re: All services out 64024 again
« on: April 24, 2014, 02:24:18 PM »
Network Operations has this confirmed and posted and has dispatched techs on repairs.  We have not been given an ETR at this time, though it looks to be affecting several upstreams on the Excelsior Springs headend.  If we receive any more information, we'll be sure to follow up here.

Email Support / Re: Unable to log into Mediacom Email
« on: April 24, 2014, 12:39:24 PM »
Hello, this should be all set for you!  Tier 2 was able to identify the issue and they've gotten everything resolved.  They successfully tested on their end, but definitely let us know if you see this continue!

Internet Support / Re: Internet down
« on: April 24, 2014, 10:27:27 AM »
It looks like the modem is registering an offline state, but as of now I show this to be the only one on the card. It may ultimately be best to have a technician investigate further, and he could also confirm any possible issues with main or street lines- though this would usually affect others as well.  We can get this scheduled if you'd like.  If there are any splitters on the coax line between the modem and the wall, you may also try to bypass these for a time to see if this helps restore the connection.

Cable Support / Re: Pace Tivo - High Pitch Noise in Audio
« on: April 24, 2014, 09:05:58 AM »
Definitely let me know if this returns.  We have a standing ticket open so that we can continue to track this.  I'm glad to hear that he was able to replace the other Q!

Cable Support / Re: Smithsonian Channel
« on: April 24, 2014, 08:46:33 AM »
It does not look like this has been transitioned in all areas at this point.  I'm not aware of plans to fully transition the HD pak into other digital paks at this time, or if we'll see a move of the Smithsonian channel across the board in all areas, but we'll definitely touch base with anything more that we hear.

Internet Support / Re: Low Speed, Dubuque Iowa
« on: April 24, 2014, 08:44:29 AM »
It may be wear on the ethernet port itself, and I've noted that possibility.  I'd like the tech to have a replacement on hand so that we can get that swapped in and taken care of for you.

Glad to hear it!  Definitely let us know if there is anything else that we can help with or look into!

Internet Support / Re: Numerous CM reboots - Columbia MO area
« on: April 24, 2014, 07:39:22 AM »
That's really good to hear!  We'll keep things open on our side for a bit longer anyway, just so we can track this with you and be sure that all signs of trouble have disappeared.  Of course, keep us posted if anything else comes back up!

Internet Support / Re: Download speed affected by Upload Speed
« on: April 24, 2014, 07:21:15 AM »
While you are subscribed to Prime Plus at 30 Mbps down/ 2 MBps up, you can still see great affects in download speeds when capping that upload.  This is the same regardless of subscribed tier, etc.  Every download action will still require some small upload.  Since this resource is eaten up in back ups, other actions are queued.  When requesting information to be downloaded- anything from files, to streaming, to browsing, your also sending (uploading) small packets to confirm receipt of the data, request more data, etc.  If all of your provisioned upstream bandwidth is tied up in backing up Google Drive, etc., then these necessary actions will take longer.  In essence, it is not your downloading that is suffering but, rather, a great delay in the paired upload requests that are paired with such actions.

From what I can see, it looks like field management has had maintenance sweeping the area to better isolate the origin of this trouble.  Since it is intermittent, it has proven tricky to track down; however, we still have open correspondence with the field and will keep monitoring the work and the connection, touching base once we have anything back.

Internet Support / Re: Low Speed, Dubuque Iowa
« on: April 24, 2014, 07:09:43 AM »
Thanks for the extra information- I have update the workorder notes to reflect this.  I do see the appointment scheduled and set for Saturday, and we'll follow up here once we see that this has been completed.

Good morning, thank you for bringing this to our attention.  Polling the modem immediately brings several downstream signal issues to light.  There are localized problems with downstream noise levels which, in turn, is generating a large amount of lost packets- sometimes upwards of 60%.  This is going to be crippling to the connection but, unfortunately, there is little that can be done remotely to overcome this.  This is why a service appointment has been scheduled, but I do see that this was placed rather far out.  I have been able to immediately expedite this appointment this morning, and I will send you a PM with further details in just a few moments.

General Support / Re: Account Transfer
« on: April 24, 2014, 06:56:22 AM »
Good morning ejwest,  I'm sorry to hear of your loss.  We'll certainly do everything we can to help in this transition.  What we will need to do is build a new customer record for you and then have the services closed in your mother's name while simultaneously reopening them in yours.  This can be done at the local office, if you are nearby, but we can also have an agent contact you directly to process the changes and get things underway.  In order to complete the changes, you'll need to be able to verify your mother's account.  The information needed will be the account number, her name of course, and the last four digits of her social security number.  If you'd like us to have an agent contact you directly, please feel free to send me a PM with your name, phone number, and the best time to call and we'll take care of the rest.  To send this, click on the speech bubble below my name to the left of this post.

Cable Support / Re: DVR Won't Record
« on: April 24, 2014, 06:44:06 AM »
Good morning!  I've received your PM to Tim and have followed up by building and sending a series of signals to the problem DVR.  These signals can take up to 20 minutes to work their way through, and the box itself may reset once as well.  This particular DVR is a two-part system, with the main box and then the DVR hard driver expander itself.  If you still notice the trouble, following the steps below will reboot both parts of the system and reform a connection:

        Disconnect the power cable from the DVR Converter.
        Disconnect the power adapter from the DVR Expander.
        Disconnect the eSATA cable from the DVR Converter and the DVR Expander.
        Securely reconnect the eSATA cable to the DVR Expander and reconnect to the DVR Converter.
        Reconnect the power adapter to the DVR Expander, and wait approximately 15 seconds for the drive to power on.
        Reconnect the power cable to the DVR Converter.

You're very welcome!  If there is anything else that we can help with, just let us know!

An upgrade in service wouldn't affect the contract term of it's end-date, push any kind of renewal, or process an early termination fee.  Upgrading to the Prime Plus service wold see the service at standard rates, but there would be no difficulty in making this happen.  We're unable to process an upgrade here, due to insecure methods of verification, but we can have an agent contact you directly to make the change, if you'd like!  Alternatively, we can also be reached any time at your convenience at 866-452-4747.

Billing Support / Re: Billing Issue
« on: April 21, 2014, 10:29:18 AM »
Sure thing, we can take a look at that!  There may be some problems with attachments due to forum limitations, but if you send this to our group email- we can pick this up and take a look!

Cable Support / Re: Pace Tivo - High Pitch Noise in Audio
« on: April 21, 2014, 10:27:52 AM »
I'm not aware of any known issues like this with the units themselves.  Since it's across both Qs, I wouldn't think that it's an equipment issue.  Do both of these connect to their TVs with HDMI cables?

Internet Support / Re: NE Cedar Rapids/Marion, IA slow speeds again
« on: April 21, 2014, 09:14:49 AM »
Yep, we're all set!  We'll follow up here as well, once we see that the appointment has been completed.

Internet Support / Re: Speed availability
« on: April 21, 2014, 08:49:33 AM »
Okay, we have one up at the front counter all set for you.  We have this reserved for a 24-hour period, so feel free to swing by and grab this any time you're ready!

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