Internet dropping frequently.

[tccoope]

Hello tccoope,

   The name of your Local Tech Supervisor is Steve. We first began correspondence with him on 11-7-11 to look into the area issues your building has been having. Most recently we have sent him an email today to see if there are any new updates available.   Unfortunately I am not allowed to give out contact information for the Tech Supervisor however if you would like for him to contact you I can arrange that.

For now we will be ok as long as we are given regular status updates regarding the work involved in this case.  If it makes it through the weekend and into next week with us still having problem then yes we would very much need Steve to be in touch with us.

[MediacomDavid]

Thanks you.  We will keep you up to date as more information becomes available.

[MediacomDallas]

I wanted to let you know this is being looked at. Unfortunately I do not have much information as the what the exact cause of this is at the moment.

[MediacomDallas]

Techs have made some adjustments to a few line amplifiers. The connection has looked pretty stable on this end so far. We will continue to monitor this over the next few days.

[tccoope]

The changes the techs made in the amps does not appear to have worked.  We were gone from Thursday until last night so we did not notice if the internet went out over the long weekend, but it has gone out several times since we've been home.

The current event log:

 Time     Priority     Description
 Mon Nov 28 07:34:35 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:32:40 2011      Notice (6)     TLV-11 - unrecognized OID
 Mon Nov 28 07:32:39 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Mon Nov 28 07:32:32 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:32:24 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Mon Nov 28 07:31:52 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:31:19 2011      Notice (6)     TLV-11 - unrecognized OID
 Mon Nov 28 07:31:18 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Mon Nov 28 07:31:06 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Mon Nov 28 07:30:33 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:23:37 2011      Notice (6)     TLV-11 - unrecognized OID
 Mon Nov 28 07:23:36 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Mon Nov 28 07:23:33 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:23:25 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:23:02 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:23:02 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:21:59 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:21:59 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:21:16 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:21:16 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:20:37 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:20:37 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:19:52 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Mon Nov 28 07:19:52 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:19:13 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Mon Nov 28 07:18:40 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:16:03 2011      Notice (6)     TLV-11 - unrecognized OID
 Mon Nov 28 07:16:02 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Mon Nov 28 07:15:53 2011      Critical (3)     No Ranging Response received - T3 time-out
 Mon Nov 28 07:15:45 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Mon Nov 28 07:15:12 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Mon Nov 28 07:09:44 2011      Notice (6)     TLV-11 - unrecognized OID

[MediacomBill]

Sorry that you are still having this problem even after the line amps were installed.  I sent an email to the local area Tech Ops Supervisor along with printouts of you modems current readings.  I also see you have an appointment tomorrow. We will follow up with you after that appointment.

[tccoope]

Well, supposedly the tech came out on Tuesday, but they never showed up at our apartment and never called us, just closed the ticket and said they found nothing.  Not very thrilled with that level of customer service.  For a communication company that's pretty poor communication.

And of course the "found nothing" means nothing was fixed either (not that I actually expected them to since this is obviously bigger than just an issue with us).  Internet has been up and down multiple times in the past 24 hours, just like the days and weeks before that.  We need a call from the TOS today between 1:30 - 4:30.  Call Samantha (Sam) at the number on the account as I will not be available for a call today.   This has gone on long enough and we need some answers as to when a resolution will be done.  It is unacceptable that you haven't even replaced the card in the node, knowing it is rebooting (again per your own NOC). 

As usual, the most recent log file:

 Wed Nov 30 07:16:51 2011      Notice (6)     TLV-11 - unrecognized OID
 Wed Nov 30 07:16:49 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Wed Nov 30 07:16:44 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:16:39 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Wed Nov 30 07:16:39 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:16:01 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Wed Nov 30 07:16:01 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:14:55 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Wed Nov 30 07:14:55 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:14:06 2011      Error (4)     ToD request sent- No Response received
 Wed Nov 30 07:14:06 2011      Critical (3)     TFTP Failed - OUT OF ORDER packets
 Wed Nov 30 07:14:05 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...
 Wed Nov 30 07:13:33 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:12:21 2011      Error (4)     ToD request sent- No Response received
 Wed Nov 30 07:12:16 2011      Critical (3)     DHCP WARNING - Non-critical field invalid in response.
 Wed Nov 30 07:12:16 2011      Critical (3)     DHCP FAILED - Request sent, No response
 Wed Nov 30 07:11:53 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:11:52 2011      Critical (3)     DHCP FAILED - Request sent, No response
 Wed Nov 30 07:11:43 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:11:28 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:11:24 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:10:36 2011      Critical (3)     Init RANGING Critical Ranging Request Retries exhausted
 Wed Nov 30 07:10:36 2011      Critical (3)     No Ranging Response received - T3 time-out
 Wed Nov 30 07:09:57 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:09:16 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:08:52 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:08:13 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:07:47 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:07:12 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:06:57 2011      Critical (3)     DHCP FAILED - Discover sent, no offer received
 Wed Nov 30 07:06:39 2011      Critical (3)     Started Unicast Maintenance Ranging - No Response received - ...
 Wed Nov 30 07:06:32 2011      Critical (3)     Received Response to Broadcast Maintenance Request, But no Un...

[MediacomBill]

I am very sorry this happened and I think his Supervisor will be interested in reviewing this.

I will be forwarding this up to him this morning.

[MediacomCarson]

Just letting you know that we have not forgotten about you.  We are working with the local guys and will keep you posted when we have good information in rearguards to the trouble you're experiencing.

[tccoope]

We called in again yesterday morning after the internet went out for the 2nd 40 minute period of the day.  They assigned it to a tech for 1-5 yesterday.  At 5:15 we called to check on the tech and were told that they overloaded the tech due to another tech calling in sick.  At 7 (almost on the dot) our internet went out again.  We called in again and were informed that our ticket had been closed about 15 minute prior to that because the tech didn't find any problems.  Problem is, we DID NOT receive any phone calls from the tech stating he was here or on the way, he DID NOT come to our apartment, nor did ANYONE at mediacom think to check with us before closing the ticket AGAIN. 

This has come to a breaking point now as our internet has not come back up since 7PM last night.  And according to the people on the phone it will be down until they have a tech scheduled to look at the node on FRIDAY!!!

This is unacceptable.  The TOS or their boss needs to call us today.  We need credit for every day of service since we have signed on to mediacom.  You are literally the only game in town or we would never have gone with you in the first place. 

A BBB complaint will be filed if the situation is not resolved permanently by Friday at 5pm OR we actually believe that ANYONE at mediacom gives a damn about their customers.  In order for us to feel that way we need to hear from the TOS personally, if not have them to our door around our schedule.  We're done waiting for techs to show up in your time frames as we both have school and work that we have missed multiple times only for techs to not show up or call. 

Now, your turn. What are you going to do?

[MediacomTommyF]

I apologize for the internet issues you have been experiencing. We do care about your business and I have brought this to the attention of the TOS and his manager for your request to call you.  I am showing that last night our technical staff were working at your apartment complex and are going back out today. We are currently crediting your service until this can be resolved.

[tccoope]

Please have them give us a call at the number on the account. Samantha will only be available from 1:30-4:30 today and that is when they need to call.  Any other time will go unanswered and we will not be returning phone calls. It is up to them to contact us when we are available, we're no longer working on Mediacom's schedule.

[MediacomTommyF]

I have made them aware of the time frame in which they can contact Samantha. I understand this can be frustrating and thank you for your patience.

[MediacomDallas]

I understand the TOS has been in touch with Samantha and techs are continue to work in the area today. We will continue to monitor this issue.

[tccoope]

Not sure that the TOS has or not.  As mentioned already in this thread the TOS' name is Steve.  While Sam has indeed received three separate phone calls today from three different people. Not one of them said their name was Steve.

All three of them for some reason decided that they needed to ask her if we were still having internet problems.  Not one of them acted as if they had a thorough understanding of our history. Nor did any of them actually attempt to take ownership of the issues and try and set timelines for their completion.  The second one did say they would send a tech out today when they "found out" that our internet had been down since 7pm last night.  Which thankfully they did keep their word on and we saw a tech out about 2:30-2:45ish.

However.... these techs were unaware of any possible network issues (not surprising since they all act clueless).  They once again insisted on checking everything inside of the apartment which is all brand new from you all... with the exception of my 20ft coax that we are forced to use to place the modem in the room we need it in.  They did feel the need to replace this, even though they were told that if we put the modem in the room where the only coax in our apartment is, bypass the splitter, and use only a 3ft Mediacom supplied coax, the problem still exists...

So, where are we now?  Yes the internet is working now, magically it was down from 7pm until 2:30pm, literally came up seconds before the techs knocked on our door... Somehow it went out minutes after a tech was out last night and came up right when the techs got there today, someone leave something unplugged in the node last night maybe?!

We would still like a phone call from Steve, whom has 1 hour to call us this afternoon before 4:30pm.  What Steve, or his boss, need to be prepared to do on this phone call is:

1) explain to us what the known issue in the area is
2a) what their timeline is for fixing it
2b)if it goes past friday at 5pm what their plans are for increasing the priority on getting the issue fixed
3) an explanation as to why it's taken this long.

We also need SOMEONE at mediacom to take ownership of this issue and quit passing the buck.  So far everyone we have dealt with is leaving much to be desired in terms of customer service and owning up to the problem.  I would like to add to the notice of Friday by 5pm that we will be sure there is a post on the consumerist as well as an official complaint to the BBB.  Steve or his boss has the ability to keep this from happening if all 3 of the above criteria are met and he actually, sincerely takes ownership of the issue and keeps us informed on its progress towards being completed. 

Balls in your court Mediacom, do something right for once...

[MediacomChrisL]

I apologize if the TOS himself didn't contact you. I will see if I can get with him and have him give you a call.

Chris

[MediacomChrisL]

Just got word back and you should be getting a call soon.

Chris

[MediacomBill]

Just wanted to follow up and confirm that the Tech Ops Supervisor contacted you.

[tccoope]

Just wanted to give you an update on our issue.  As of January 3rd, our internet has not dropped out completely once.  We wanted to tell you all here on the forum and Steve the TOS as well, thank you so much for your complete effort to getting our issues resolved!!!

[MediacomDrew]

That's what we like to here.  I'll pass this along to Steve, so that he can be updated as well.  As always, just let us know if there is anything going on!