
Matt of Iowa City, IA on Dec. 5, 2011
Satisfaction Rating: 3/5
I signed up for basic cable with the sports and information package (extra $8/month) as well as the Online Max (20mbps). I am loving the internet but hating the cable and the price for it. The bill would be $142.xx/month after all is said and done. My biggest problem with the cable is that you have to pay $7.xx/month per cable box you have. And I had two but wanted to get another. So, you have to pay to be able to watch the cable you are already paying for.
Since I only got it installed at just the beginning of November, I was still within my 30 days to cancel without any termination fees. So, I called Mediacom on the 28th of November to ask how much internet would be by itself. I was told that it would be $49.90/month - not too bad! The lady even spoke with a supervisor/manager to confirm that price. And she said she would note it on the account. With that information, I ordered DirecTV service and called to cancel the Mediacom TV service.
1st call: I called at about 11:15 pm CST on December 1st and spoke with a representative. While he was canceling the TV service, the call "dropped" - not sure if it was on my end or they hung up. By this time, it was 11:35 pm CST and I called back. But their USA support closes at 11:30 pm CST so I got their international support, which doesn't have the ability to cancel services. She told me she would submit a ticket and I would be called back tomorrow (the 2nd).
2nd call: By 4:30 pm on the 2nd, I wasn't called back so I called them. After a 30 minute wait, I got through to a CSR whom I explained to that I wanted to cancel TV service. She notified me that internet would jump up to $74.95/month. I said, "No it won't - if you check the account notes, there should be something there for $49.90/month for internet." She said she didn't see the note but to hold on. After another 10 minute wait, she came back and said, "I looked at your account and hold on, sir."
Five minutes later, she came back and said, "I do see that $49.90 note on the account now after I went back through the call log to the November 28th call." She claimed she didn't have the code to change that price for me. She said she would send an email to the CSR whom I spoke with on the 28th and she would give me a call on Monday the 5th (today). I said, "Fine. But cable TV will be cancelled, correct?" She said, "Yes, it will, sir." And that was that call.
3rd call: A few hours later, I realized that cable was still on so I tried calling them. But they were experiencing "heavy call volume" and I would have an extremely long wait. I thought "screw it for now" and I went to display my dismay on Twitter. Luckily, Mediacom has a support account on Twitter (@MediacomSupport) and they saw my tweet about my dismay. The CSR for that contacted me and asked if she could do anything to help. I explained the situation briefly and she looked at my account. She saw that cable TV was still active and that there weren't any notes/logs to cancel the service. I was absolutely **.
That CSR said she would put me on a call list with one of their "special" CSRs and they would give a call within 30 minutes. 35 minutes later, I received a call. The woman said that she would get TV cancelled and that internet will be $49.90/month. I actually didn't even ask about that. She brought it up (which is a good sign because I still don't believe it's true). She said a person would be out tomorrow (Sunday the 4th) to disconnect the TV service. Sunday (yesterday) came and went and the TV was still on.
4th call: I called and spoke with another CSR and explain the situation and how upset I was about the customer service I had been getting. She explained that there was a service call set up for Monday, the 5th (today) to disconnect the service, contrary to the Sunday date I was told. Oh well, it's getting cancelled. After that info, I went on a 15 minute rant about this whole process and how difficult it has been.
This morning (Dec. 5th) I sent another message to MediacomSupport on Twitter and she confirmed the disconnection for today. She said that she would make sure everything looked correct on the account after the disconnection had taken place. Though it's still not completely done, I think I'm on track now. I'll fully put this issue to rest once I see my next bill that should be $49.90 plus taxes/fees. The one thing I'm happy about is that there is a method of communication with them that is effective and gets things done, with that being Twitter, which is really neat and cool. It shows how powerful it is. Just a suggestion for you all: if you'd like to contact Mediacom and get your issue resolved, use Twitter, not their phone service.