Complaint Review: Mediacom - Atlanta Georgia

We called MediaCom in April to arrange to transfer our services to our new address.  We were originally scheduled to move on May 11.  I called them in very early May to let them know our transfer date had changed, we would not be moving until May 23.  On May 10th they turned off all service at our address. They freely admit it is/was their mistake.  

On 5/10 I spoke to Marcus, who was going to call me back.  Marcus never called back.

Later on that day I spoke to David (C69) who promised to call back.  He never called back.

On the morning of 5/11 my husband stopped at the local office (216B Shannonhouse Rd, Edenton NC) and spoke to Chris who promised to have it corrected immediately.

Later that day I spoke with Harland who said he would call me back, he never called back.

Later that day I spoke with Lucas who said he had to do something in the computer and then he would call back.  He never called back.

Later that day I stopped at the Shannonhouse Rd office again and Chris promised he would have it corrected very shortly.

I came home to a Mediacom door hanger on my door from technician 5683 but I still didnt have service.

Later that day I called and spoke with Irene, I was on my cell phone with her for between 2 and 3 hours.  She insisted there was no technician number 5683 and that someone could not have been at my house.  She finally transferred me to Mike (46C) who promised to escalate the problem and said he would call me back.  He never called back.

Later that day I spoke to Christine who sent me to her supervisor Edward who transferred me to Ken (74939) in the internet department.  Ken got everything working!!!!  Finally someone who solved the problem or so we thought. 

Woke up on the morning of the 12th and the telephone was not working (Internet & Cable WERE working).  I called and spoke to Lisa (ext 4672) who said she needed someone in another department to change something in the computer and that department didnt open until 8am central time.  In the meantime she was going to have her supervisor call when they got arrived in approx hr.  I never received a call back.

I called again and got Aesom (C01).  Aesom was going to transfer me to his supervisor the supervisor never got on the phone.

I called again and got Chris (who refused to give me his operator id number).  Chris left me on hold for 30 minutes before I finally hung up.

I called again and got Kathy (A01) who was going to have her supervisor Fishen call me back as soon as he was done on his current call.  I never received a call back from him.

I called again and got Peter (A63) who left me on hold for 15 minutes while he was supposedly getting his supervisor.

I called again and got Peter (A63) who answered his phone with please hold, my system is updating.  After waiting another 15 minutes I hung up.

I called again and got Charlie (A82) who transferred me to his supervisor Kathy (1022) who said all she could do was schedule someone to come out to my premises and the next available appointment was 3 days away.  She insisted someone had come out and physically disconnected us at the pole. 

She said she couldnt believe we still had cable and internet.  I explained to her I had telephone service at 11pm, but not at 5:30am and it was ludicrous to say someone physically came out in the middle of the night and turned off just our telephone service.  It was obviously a problem with their computer.  She promised she would call me back within 15 minutes with the possibility of dispatching someone within the next few hours.  I havent heard back from her 45 minutes later.

Spoke with Karen (16C), she transferred me to Kim (01C).  Kim said she spoke to someone and they indicated they can not turn on our phone with the same number since the number is in some pool and cant be released until next week.  We discussed perhaps just getting us a different number and having calls from the old number forwarded to the new number.  She was supposed to call me back.

A Mediacom truck was on our street so I spoke to the driver, Andy.  The license plate on the truck was BP2663.  Andy indicated he is not an install person, he does maintenance on the lines outside.  He was kind enough to stop by and check our line and confirm that there is no problem with the line coming into our home.  He gave me a tech support number 866-452-4747), which put me right back in the general que.

I called and spoke to Joseph (0179). Still on hold again.

My business is providing remote bookkeeping services.  My billing rate is $95 $105 per hour.  I have been unable to work since Thursday and they are telling me I will not have service until Tuesday.  This outage is costing me thousands of dollars in lost revenue and I may likely lose clients permanently by not being able to keep my scheduled appointments with them.