Author Topic: Avoid Mediacom at all costs; worse ISP around.  (Read 4367 times)

mack

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Avoid Mediacom at all costs; worse ISP around.
« on: December 04, 2011, 01:57:10 AM »
I have been a Mediacom customer for a LONG time. After dropping their TV service due to poor signal quality (lets put it this way, DirecTV's regular stand definition looks better than Mediacom's HD channels.. my HD Antenna makes Mediacom's HD channels look like TV from the 1980s.). I tried to switch to Verizon home service but Mediacom canceled our phone service before we could port our number back, forcing us to switch back to Mediacom's crap home phone.

Over the past few months, I have made a "DOWN TIME" log of Mediacom's internet. Now, I require internet mostly at night since that's what I do all of my programming work. But, again, like tonight my internet has been down since 8 PM until 2 AM. Mediacom has the worse customer service in any company I've ever experienced. During the one time I did get a hold of them, they were rude and unhelpful. The technicians are useless.

My internet rarely gets max speed, using services like Microsoft SQL Management Studio is terrible because of Mediacom's poor speeds. The constant downtime of the internet hurts my work (since I require a active database connection) and causes me to lose money. Sadly, Verizon DSL in my area is full (imagine that! everyone wants to get away from Mediacom).. They offer 15/5 in my area, slower then mediacom's falsely advertised 25/2.

Here's my log:
7/12/2011 11:45 PM
Disconnected while playing a game, started working around 11:50 PM but promptly went back off within 2 minutes.

7/13/2011 11:55 PM
Currently down. No internet, no phone service. Called tech support, "service interruption" - DHCP FAILED, Discover Sent, no offer received.

7/13/2011 1:00 AM
Called Mediacom. "Experiencing heavy call volume."

7/13/2011 1:05 AM
Modem received data, but still can't connect to the internet. Phone service is back up.

7/13/2011 1:30 AM
Appears that internet service is fully restored.

7/14/2011 4:15 PM
Phone service is down. No internet. Out for about an hour. Tech Support is unavailable.

7/21/2011 11:30 AM
Phone server is down and no internet. No tech support (heavy call volume message). Out for 15 minutes.

8/4/2011 12:05 AM
Internet is down. Gave up.

8/14/2011 1:30 AM
Internet is down. Finished worked using my more reliable Verizon Wireless cell phone, outage lasted a few hours.

8/25/2011 11:00 PM
Internet is down and no phone service. Tech support is full. On hold for 45 minutes then disconnected. Lasted a hour or so.

9/15/2011 5:00 PM
Internet is really slow. Can't do anything. About the speed of dialup, maybe slower. Had to disconnect modem for 5 minutes.

9/24/2011 11:45 PM
Internet is slow and barely working. Can't do any database work. Phone calls sounds like I'm under water.

10/5/2011 2:15 AM
Internet started off slow and no longer works. Phone is out, gave up for the night.

10/18/2011 1:15 AM
Trying to play a video game. All the pings are extremely high no matter what. Every server lags. No one else experiencing issue. After about 30 minutes of trying the internet finally went out.

11/2/2011 1:00 PM
Internet & Phone is out. Can't receive calls. Outage lasted 30 minutes.

11/16/2011 12:30 AM
While playing Battlefield 3 I noticed extreme lag. Feels like my ping raised. After about 30 minutes my internet died.

12/1/2011 10:00 PM - Around 3 AM
Internet is down. Can't contact DNS.

12/2/2011 10:00 PM - Around 3 AM
Internet is down. Can't contact DNS.

12/3/2011 10:00 PM - Around 3 AM
Internet is down. Can't contact DNS.

12/4/2011 10:00 PM - Around 2 AM
Internet is down. Can't contact DNS.

The above past days it receives IP fine.




Speed tests of poor service (worse during the day):
http://www.speedtest.net/result/1628691831.png


I am really sick of this crap. This company is the biggest rip off. They don't care about their customers. If you look at their forum software (they stripped it down, which I'm sure is against Simple Machine's EULA) it uses a very EARLY version of Simple Machine's Forum (http://www.simplemachines.org/) and their eula clearly states:

    a. All copyright notices within source files and as generated by the Software as output are retained, unchanged.  (MEDIACOM VIOLATES)

Altering the copyright notice will terminate your license to use SMF, and may result in a warning message at the bottom of your forum. 

The SMF version number is considered separate the copyright itself, and altering it is not considered a violation of the license. Altering the SMF version number may make it more difficult for the SMF team to offer appropriate help tailored to your version of SMF.    (MEDIACOM VIOLATES)

It's likely this forum has a lot of SQL injections (exploits) which could mean YOUR username, email, and PASSWORD stolen!

Mediacom HATES their customers and I highly recommend AVOIDING THEM AT ALL COSTS!!!!!!!

MediacomTommyF

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #1 on: December 04, 2011, 06:23:53 AM »
I apologize for the service issues. I would be glad to assist you in getting your internet and phone working. This sounds like it could possibly be a signal issue, but I would need signal information from the modem. Please send me a personal message with either the account number or phone number and I will research the signals.

oxets

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #2 on: December 04, 2011, 03:04:14 PM »
same old generic response as usual.

magbast

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #3 on: December 04, 2011, 03:16:15 PM »
What's the answer guys/gals, it's obvious this is not just a local affair.  We are all continually experiencing sub par performance across the entire United States.  No amount of complaining or pointing out the obvious has yielded any results.  I think it would behoove me (us) to dig a little and find out if our awesome 2 year contracts are some how null and void due to failure to uphold their end of the deal.


MediacomCarson

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #4 on: December 04, 2011, 03:22:07 PM »
I understand these issues are more than frustrating and we are working with local management as best we can.  I can assure you it is not our intention to give a lackluster response.  We have to do our best to keep you guys posted on your situation but sometimes information is limited to us waiting on local management and upgrade preparation.   Please hang in there with us and understand that we really are doing everything we can.

mack

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #5 on: December 06, 2011, 03:00:11 AM »
I don't blame the tech support, I blame the ****ty service Mediacom offers. I mean if you look at them, they don't even take the time to use modern software for their support forums.

MediacomDrew

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #6 on: December 06, 2011, 08:11:27 AM »
Hi- I'm following up on the PM you sent to Tommy.  He's out sick today.  I looked over the signal levels and can see two main points that could be causing a lot of the trouble.  Signal received by the modem is quite weak overall, but prone to low spikes.  When it hits a bottom low, this is most likely when you see it disconnect.  Signal-to-noise levels are a bit off on the signal sent out as well.  My records show that we have not had a technician out to repair these issues either in quite some time or at all, and- historically- these signal troubles or ever-present.  I apologize, as I'm not sure why after the times you have spoken to someone they have not been able to identify this.  At this point the best bet would be to schedule a technician.  It would be a free service call, and I could set this up for you if you'd like.

mack

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #7 on: December 06, 2011, 09:09:20 AM »
Can you please go ahead and set this up? The technician was extremely rude when I talked to them. Rude to the point of wanting to hang up on them.

MediacomDrew

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #8 on: December 06, 2011, 10:09:12 AM »
Sure thing!  I'll send you a PM with all the information in just a few minutes.

overclocked

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #9 on: December 06, 2011, 12:25:38 PM »
The poor quality..what seems to be nationwide is'nt really the fault of the mods here. Blame their management - high quality infrastructure costs money. Why spend on this when there is no competition in rural areas? So the equation is simple, continue dishing out bad quality at high prices, let the field reps manage the complaints and fix them.

If you observe the mean time between failures as a metric, mediacom service has got to be amongst the worst in the nation.  At least the mods here are polite, not something that can be said for the rude people on the phone you get to talk to and which is why I have stopped calling in.

I can't wait to get out of the rural area I live in.

MediacomBill

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #10 on: December 06, 2011, 12:42:29 PM »
Thanks for the feedback.  Your kind words about the mods is appreciated. I can tell you that Mediacom is investing millions of dollars in infrastructure.  As all parts of the network must me custom made it is frustrating how long it can take for the repairs to take. 

MediacomTom

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #11 on: December 07, 2011, 11:51:07 PM »
I see your trouble call was completed. If you need anything further please let us know.

mack

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #12 on: December 08, 2011, 12:53:41 AM »
Can you check the signal levels again? All he did was replace the splitter. My brother had same issue and had to replace the entire line going to the house.

mack

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #13 on: December 08, 2011, 12:55:05 AM »

MediacomBill

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #14 on: December 08, 2011, 07:29:37 AM »
It is up to the field tech to determine what needs to be done in the field. Their job performance ratings are based % of first call resolution. 
That ping rate you posted was pretty bad.  Can you do a trace route for us. I would like to see at which hop it starts to breaks down.

mack

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #15 on: December 08, 2011, 07:49:25 AM »
What IP do you want me to trace route to? I ran it to a server (Comcast) in PA and it was fine, 58 ms.

MediacomTommyF

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #16 on: December 08, 2011, 07:57:19 AM »
The trace route that you have posted is great. Please try doing another ping test and lets see if there is any difference.
« Last Edit: December 08, 2011, 07:59:09 AM by MediacomTommyF »

mack

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #17 on: December 24, 2011, 01:21:25 AM »
I have no lose connectivity, but right now my internet is so slow it's crazy.

My IP's location is in Pensacola, FL and all websites are just crawling. An hour ago I was downloading at 1.5Mbps.

http://www.speedtest.net/result/1666145962.png

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Thomas>tracert google.com

Tracing route to google.com [74.125.47.147]
over a maximum of 30 hops:

  1    59 ms    75 ms    64 ms  10.3.254.1
  2    66 ms    83 ms    59 ms  172.30.31.9
  3    85 ms    89 ms    90 ms  172.30.31.70
  4   121 ms    86 ms    69 ms  172.30.31.77
  5    80 ms    84 ms    84 ms  12.88.33.61
  6    97 ms   109 ms    92 ms  cr83.attga.ip.att.net [12.122.141.70]
  7   121 ms   110 ms    97 ms  cr1.attga.ip.att.net [12.123.22.109]
  8    97 ms    98 ms    92 ms  12.122.141.229
  9    95 ms   109 ms    77 ms  12.249.190.14
 10    92 ms    93 ms   102 ms  64.233.174.2
 11   106 ms   113 ms    96 ms  72.14.232.215
 12    99 ms    95 ms   106 ms  209.85.253.157
 13    99 ms    97 ms   103 ms  yw-in-f147.1e100.net [74.125.47.147]

Trace complete.

C:\Users\Thomas>tracert collgehumor.com

Tracing route to collgehumor.com [8.5.1.35]
over a maximum of 30 hops:

  1    49 ms    52 ms    46 ms  10.3.254.1
  2  2013 ms    86 ms    96 ms  172.30.31.9
  3    68 ms    60 ms    60 ms  172.30.31.70
  4    74 ms    80 ms    79 ms  172.30.31.73
  5    77 ms    94 ms    96 ms  12-215-0-26.client.mchsi.com [12.215.0.26]
  6    81 ms    76 ms    81 ms  cr84.attga.ip.att.net [12.122.140.62]
  7    89 ms    80 ms    81 ms  cr2.attga.ip.att.net [12.123.22.249]
  8   239 ms    97 ms    81 ms  attga04jt.ip.att.net [12.122.84.149]
  9   122 ms    77 ms    92 ms  192.205.36.122
 10   142 ms   152 ms   155 ms  xe-0-0-0.sjc12.ip4.tinet.net [89.149.184.125]
 11   150 ms   145 ms   148 ms  demand-media-gw.ip4.tinet.net [77.67.77.222]
 12   159 ms   163 ms   166 ms  demandmedia.net [69.64.152.193]
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *     ^C
C:\Users\Thomas>

I just seriously give up with it, and accept my bad internet.

MediacomDrew

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #18 on: December 24, 2011, 06:30:13 AM »
I'll send you a PM with a little bit more information in just a few moments, but signal levels are all looking great at this point.  It does appear that there may have been an outage in your area on this card somewhere just after noon that lasted for a few hours.  This has been cleared however.

mack

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Re: Avoid Mediacom at all costs; worse ISP around.
« Reply #19 on: December 25, 2011, 12:16:46 AM »
Yes I explained. It's cleared up now.