Complaint Review: MediaComCable

I have had MediaComCable and Internet for years.  Within the last two years, I have moved to just have Internet with MediaCom due to increased cost, realiability and service.  I work from home and have had MediaCom Internet for most of those years.  In recent years the service has been intermittent and completely unreliable.  So much so i had to put in a second internet connection as backup.  When I call to report an outage, I get normal comments ranging from "we can't help you", "you are set up incorrectly", to "it's your VPN/Router/Firewall".

The Customer service representatives never HEAR my comment that I have had the same set up for over 10 years.  It always appears to be easier for them to find the reason that points away from their service. I work in the IT field so I make sure that I go through EVERY TROUBLESHOOTING step multiple times before I call - unplug the modem, unplug the router, unplug the wireless router, connect directly to the modem.  The results are usually the same.  There have been times that I have even had to instruct them what to do.

The most recent issue is dealing with random internet connectivity, random drops, and after multiple page clicks a sudden "DNS issue" and reroute to their "wall garden" page (which, according to Customer Service, Teir Two/Backline Support, it should never pop up unless service was disconnected/disabled but never randomly as it has been appearing for me).  I have called, a total now, of 11 times in the last 3 weeks for my current situation and on service request #3 to havesomeone come out but still do not have resolution.  The second time I spoke with a supervisor who assured me a tech would be out on a Friday morning and would call me (at my cell number vs home) but yet no one showed up......call on Monday (today) and was told they called 3 times with no response so they didn't show.  I immediately knew they called my home phone and asked why they didn't leave a message.  Explained that I had no calls, no voicemail, etc and that I had specifically given my cell number as there is no phone connected to the home number.  The next visit is scheduled for tomorrow with a supervisor to be on-site but, at this point, I am not sure that I will ever get the tech on site or a resolution. 

As customers we expect a level of service that, quite frankly, MediaCom cannot provide. I have already communicated that, if this issue isn't resolved, I will make a formal complaint.  I am not sure what that will do but I feel that, if we are held accountable to paying for our services, we should expect those services to be provide or a timely/permanent solution to receive said services.  IN my organization, my team would not be allowed to try and pass this off as customer service or service period.