Complaints

This profile includes complaints for MediaCom's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  MediaCom

  1 Mediacom Way Mediacom Park, NY 10918-4810

• 

  Mediacom Communications

  1401 N 13th St STE E Decatur, IN 46733-3139

• 

  Mediacom Communications

  1101 W Auburn Dr Auburn, IN 46706-3459

• 

  MediaCom

  204 N 13th St STE E Decatur, IN 46733-1412

• 

  MediaCom

  910 NC Hwy 325 Plymouth, NC 27849

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This will be the third complaint, we have had to file with this company; we get nothing but band aid fixes, internet goes from good to bad in the matter of days, weeks to months after they say we have fixed the issues. You call and you can not get a straight answer; you ask for someone higher up and you get nothing but a run around. I work from home, my husband works from home, and we rely on this internet that we pay for on time every month. This is becoming ridiculous. I need this fixed now, not next week or a month from now. I have replaced several modems because they said that was the issue; it wasn't. I replaced the whole wiring in the house because they said that was the issue; it wasn't. I have had, I don't know how many techs at my house and they never can find anything wrong, blame it on a noise issue and have to send out a request for a bucket truck, which means I wait even longer for my band-aid fix. ENOUGH IS ENOUGH! I want someone who knows what they are doing, and who can resolve this issue once and for all to contact me, because anytime I ask to speak to someone that can help I am told that they can't do anything but make an appointment.

  Business Response

  Date: 10/11/2022

  Hello *******.  I
  apologize for the ongoing service-related issues.  We have confirmed that work is pending to
  replace a portion of our trunk that cannot be temporarily corrected.  Our construction team is waiting on the
  proper authorizations and permits to complete this repair.  We are monitoring the system and completing
  temporary adjustments to ensure the system is operating properly until this
  work is done.  We understand this has
  been frustrating due to repeat issues.  A
  credit has been applied to the account in addition to the previous discounts
  for a full month of service.  This will appear
  on your next statement.  If you have
  further questions or concerns, please let us know by SMS text messaging to ***** or by calling ###-###-####.

  Customer Answer

  Date: 10/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******* *****
  
  
  
   
   
  

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered internet service from mediacom last month because I planned on moving. I decided not to move so I canceled the order. They told me I would be refunded in 2 or 3 days. That was 9 days ago. I did a chat with them today and they said they would mail a check in 5-6 weeks! I said what. They said they had to review it. What a joke this company is. I told them I wanted it credited back to my credit card and they said no.

  Business Response

  Date: 09/27/2022

  Hello ******.  I
  apologize for any confusion regarding the refund following the cancellation of your
  internet installation.  I have reviewed the
  account and confirmed that the COD payment was reversed back to your credit
  card.  Some financials institutions can
  take up to 5 business days to process.  Please continue to monitor your statement and contact your credit card company
  if this does not appear.  If you have any
  other questions or concerns, you can reach us by calling ************.

• Initial Complaint

  Date:09/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been long time Mediacom customers. We purchased a new home in November of 2021 and sold our pervious home. We set up a transfer of services for Mediacom in November. They have acknowledged that the ticket was for a transfer of service, but somehow they started a new service and continued to bill us for usage at our old home. ($79.99/ month for over 7 months)
  I called on Monday August 8th to get this resolved. The man I spoke with said there was no way that there could be two accounts at one property. He told me if I got the Mediacom account number for the family that purchased my home, they could issue a refund.
  When I called on Thursday August 11th with the account number, another sales rep was able to see that there were in fact two accounts on our old address (and did not even need the account number of the new owner). They then said they could not issue a refund because of a missing modem (We brought all of the equipment with us from our old house and gave it to the technician who was setting up internet at our new house). After over an hour conversation I was able to speak with a supervisor who said she would be issuing a $560 check that would be mailed to our current address (all of which was verified verbally).
  Today I received a check for $5.32
  When I called on Tuesday September 20th they issued a work ticket number to process the refund and said someone would call me back that same day. No one did. I called back on Wednesday September 21st and they could not find the work ticket number I was given the day prior.
  In total I have had 5 phone calls with Mediacom, some lasting well over an hour.
  I feel as if I have been blatantly lied to on numerous occasions. This was Mediacom's mistake for starting a new service. Our only mistake was not catching this sooner. I would like my $560 refunded.

  Business Response

  Date: 09/22/2022

  Hello ********.  I
  apologize for the error when transferring your services to your new home.  After investigation, I have confirmed that
  your previous address remained active, and charges continued after leaving the
  residence.  Credits have been processed
  and a refund check has been expedited to mail to your current address.  Our corporate team will continue to monitor the
  refund and remain in contact with you until receipt is confirmed.  If you have other questions or concerns,
  please contact us by SMS text messaging to ***** or call us at ###-###-####.

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******** ******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 17th a tech came to my home. We had no knowledge they would be coming. The tech cut a cable in my backyard and left it hanging in my yard. I have called many times over the last 2 weeks. Each representative tells me someone will be out the next day to take care of it. Mind you, we don't and never have had service through them. No one has come and my children can't play in the yard safely with it hanging there.

  Business Response

  Date: 09/07/2022

  Hello *******  I
  apologize for the line that was left behind your home following work performed
  to replace the drop at a neighboring address.  I have confirmed with our local technical staff that this was removed yesterday
  after investigating.  If you have any
  further concerns regarding this, please contact us direct by calling
  *************

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday August 22 mediacom was running lines to our neighbors house when I assume they accidentally cut our lines and have left us without internet. After several phone calls the earliest they can come fix the problem is a week away. It doesn’t sound like a big deal but we need internet because we work from home. They repeatedly tell us they have no techs in the area yet we see them on our road every day because it’s a new housing development. They are so concerned about new customers work that they forget about the current customers they have.

  Business Response

  Date: 08/31/2022

  Hello ******.  I
  apologize for the issues you experienced with the service.  I have confirmed that a technician visited
  and reported a problem to our maintenance team that has been resolved.  I have verified as well that the appropriate
  credits have applied to your account, details of which will appear on your next
  statement.  If you experience any further
  problems or have additional questions, please contact us by SMS text message at
  ***** or call us at ###-###-####. 

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my internet line ripped from my house due to a tree falling on it, I promptly contacted Mediacom to let them know of the issue and to schedule getting the line reconnected. I was told at that time that it would be a 10 day window to get the internet connected at which time I told them I work from home like 90% of ******* and was told we could work on it got a call today 8/25/22 and told that they could have a technician out today but it is an open ticket from 8am-8pm, I said that was fine waited around for someone to show they never did, I called at different times throughout the day to find out where they were called again at 8pm and was told the technician removed himself from the ticket as it was to late to work once again stated today was guaranteed and this needs to be resolved today, was told at that time that the best they can do is a three day window but would try to call me tomorrow 8/26/2022 with an update. We have consistently had issues with Mediacom and they are the only high speed internet provider in our area that has the speeds we need to work from home.

  Business Response

  Date: 08/28/2022

  Hello *************  I apologize for the interruption that was the result of a fallen limb that pulled your drop down.  I have confirmed that you contacted us on 8/24 and one of our technicians replaced this line on 8/26.  Since the work was completed, it does appear that your modem has maintained a connection.  I apologize but we make every attempt to investigate these issues as quickly as possible and a same day or next day appointment is not always possible due to previous scheduling commitments.  If you experience further problems or have additional concerns, please contact us by SMS text at ***** or call ** at ************.

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I was advised that Mediacom has a 10 day window to repair these type of situations when I asked for a same day or next day I was advised that they do not do that at all. So I am rejecting their response in the effort to get something changed at their level that these situations get repaired in a more timely manner as most of the country does still work from home and cannot work without internet. Again I was advised it is a 10 day window and no guarantees that it will get done beforehand. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/30/2022

  I apologize but in instances where a damaged or down drop is causing a loss of service or other service issue, these are scheduling with specific appointment times through our service department based upon the next available time slot.  Down drops that do not affect the service are scheduled without time slots and completed within 10 days since most of these can be repaired without customer contact.  In your case, both appointments were scheduled,and we have confirmed that the service was restored within 48 hours of the complaint.

  Customer Answer

  Date: 08/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

   

  No sense in continuing with this issue, they are the only high speed internet providers in our area which the speeds we need to work from home and they will come up with any excuse to get out of this complaint I was restored because I was vigilant in contacting them and getting restored before the 10 days as I need my paychecks to survive.

  
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mediacom continues to fail to give us a service in which we pay for. Multiple times will our internet will drop intermittently then come to a full disconnection soon after for hours, sometimes even a whole day at a time. And when we call, they always insist that the problem is on our end. So at first, we listened and bought the best router and modem that they recommended that we use. Still no fix. My neighboring account also pays for the same internet and their Internet is down as well at the same times. So unless they have both of our accounts hooked up off of one line and charging us for two separate accounts, something is wrong. Even when the internet does work, upload speeds sometime fluctuate between .2 and .6 mbps when they advertise 50mbps upload speeds. I have done everything they recommend that I do to fix the problem on my end and still no solutions. Even when calling support, they recommend that I use their app to report any down lines but when trying to do so, everytime it says error on submitting report, please try again later and after a little research on Google, I have found out that a lot of people experience the same loophole of alienation type behavior towards their customers. So I am in hope to either get a discount to match the services provided (or not provided in this case) or expose them for the unprofessional business that they being currently.

  Business Response

  Date: 08/22/2022

  Hello *****.  I
  apologize for any speed related problems you have experienced in the past.  After reviewing your account and modem, we
  are not seeing any signal issues that are exhibiting problems for any nearby
  accounts but do see some related RX levels that are out of range at your
  address.  This may be related to recent
  maintenance work and the amp that is currently installed.  We would suggest that you contact us by text
  message at ***** or call ************ to schedule a return visit for investigation.  Prior to reaching out, please perform a test
  over a PC or laptop connected direct to the modem via ethernet from ***************************
  for our representative to review and include with notes to our technical
  department. 

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having an intermittent connection for over a month now. Two technicians came a few weeks ago and supposedly "fixed" the problem, yet it still persists. The poor connection is having a negative impact on my business, which relies heavily on conference calling. There was another technician appointment scheduled today but the technician did not show up. I would like Mediacom to send an experienced technician to fix the problem once and for all.

  Business Response

  Date: 08/17/2022

  Hello *****  I apologize for any problems you have experienced with the service.  I have confirmed that a follow-up appointment was completed which verified that our service is working properly with signals levels within the correct range along with speed results appropriate for your subscription.  It was mentioned in the resolution that you had concerns regarding reports of T3 errors from your personal modem,and ingress was present but within the FM Band which will not affect our return path.  This is a result of the wiring at the apartment complex and will need to be addressed via their management group.  If you experience further issues or have additional concerns, please contact us via text message to ***** or by calling ************.

  Customer Answer

  Date: 08/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. It is not the ideal outcome, since the exact problem has not been identified. However, given the circumstances, and the possibility of circumstances beyond the control of Mediacom, I will accept the resolution.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/05/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/24/22 I paid Mediacom $125.95 for internet services. They set up an appointment for 7/2/22 to set up the router, which they had mailed to me. On 7/2/22 I was told by the installer that the line was too short to provide service to my house, and that the technical support would had to come out to see about what they could do. On 7/12 I called to inquire about the installation, I was told that they were out that same day and someone would call me the next day. Two days later I called to inquire about the installation and I was told they still had to come out. I cancelled then and asked for a return shipping label. I returned the router via *****, and it was delivered to Mediacom on 7/18. I want my refund and feel I have waited more than enough time. Mediacom is making some nice interest on this scam for potential customers when service is not available.

  Business Response

  Date: 08/09/2022

  Hello ******.  I
  apologize for the late refund of the prepayment pending an installation.  This has been processed to your financial
  institution.  These can take up to 5
  business days for them to complete the transaction on their end.  If you have further questions or concerns,
  please contact us by calling ###-###-####.

  Customer Answer

  Date: 08/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution does not change the fact that they did nothing to get me my refund until the bbb was involved. Seventeen business days to get a refund is over half a month’s interest I am out just from the return date. They should never have taken my money since they knew they couldn’t provide service to my address.
  
  
  
  Sincerely,
  
  
  
  ****** *******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:07/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2022 I signed up with mediacom for internet services. Before the service was activated I received a call from the fraud department that I had an old **** in my name which had to be paid first. The old **** was a fraudulent account used in my social which I advised them of and also I verified physically by turning in the paperwork required. Mediacom advised me that the old **** had been taken care of through their amnesty program. June **** comes out with the two accounts merged and now mediacom is advising me it has to be paid. Definitely not my responsibility for their actions I just need my services restored and the old account gone!

  Business Response

  Date: 07/27/2022

  The balance for the other account has been resolved and your account now has a credit of $399 that will go towards your upcoming statements.