I'm new to the Mediacom market (came from CA - AT&T Uverse), became a customer on 12/20/11 and had my service installed on 12/24/2011. I am working from home and need to be connected to my company's network in CA the entire business day. Having experienced first hand at the hotel I was staying in that the 'regular' 12Mbps internet drops my VPN connection throughout the day, I requested Ultra50 which the website and customer support said was in my area - I'm taking no chances, this is my JOB/INCOME. After the service was installed and the tech left, I was only getting between 14-20Mbps. I called support on the following Tuesday, after the holidays, and they set up an appointment that Thursday, saying that the modem they brought out to me for the install was not the correct equipment that I needed to be able to get the faster speeds. When the tech arrived Thursday (same person that did the install on Christmas Eve), he said he didn't bring any other equipment. He told me that he tested the speed before he provisioned the modem which was likely why I was only getting between 14-20Mbps. He assured me he provisioned the modem correctly this time, showed me that I was getting 45Mbps and left. I was testing the speeds during the weekend and early last week. Again, I was seeing a drop off of speed; download ranges in the 20-30Mbps. I called support again Friday and had a tech come out today.
Here's where I get really annoyed.
The tech says it's because of DirecTV - their equipment is too close to the modem. Then when I tell him that we only got DirecTV on Saturday he says then it's due to the fact that my signal has to go through "two walls" to my office so that is why I'm not getting good speed. He says that the modem needs to be moved to my office so I can connect with an ethernet cable. But, he says there is no Mediacom outlets or lines in the office and he would have to install one from the outside wall. Fine, I say, whatever will work, though I have my doubts as I can be in the same room as the modem on my laptop, plugged into it, and still not see speeds above 35Mbps, not to mention I have ALWAYS had full signal regardless of what room I am in on other providers' home networks (ie UVerse, Comcast). Then he calls someone on his phone and, exasperated, tells me that it's not ANY of those excuses he just gave, it's due to the DOCSIS 3.0 system not being in my area and a circuit has to be opened for me to get the speeds I am paying for. I asked how long before a circuit could be opened, as he put it, and he laughed and said, "I don't know, forever?" He said he needed to call maintenance and talk to his supervisor, then left my house, went out to his van, and drove off about 30 min later, not giving me a clear idea of when this issue could be resolved or how I am paying for something that doesn't exist here. I called customer care who also couldn't give me a translation for what the tech said or any answer, really. They told me my only option is to call back every so often to see if the system update has occurred. I'm beside myself over this and am really looking for some solid answer on why I am paying for service I cannot even have.