Mediacom Town Hall Meeting, 27 Nov. 2012

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1 Mediacom Town Hall Meeting, 27 Nov Mr. Glen Bisogno, Mid- Atlantic System Director of Operations Customer Inquiry Discounts Comment/Complaint 1. Why can there not be a discount on cable and Internet for seniors/retirees? 1. Similar to the power company and the phone company Mediacom offers ways to reduce costs through discounts for combinations of service. 2. Why can you no longer receive a discount unless you subscribe to the three tier bundle of phone, cable, and Internet? 2. If not comfortable w/signing a 2 year agreement, other promotions can be taken advantage of. 3. Why can there not be a 6 month plan for part time residents? 4. What is your seasonal rate policy? How does one sign up for it? How does it work during off season times? Even though I m not a full time resident, I do check on my property a few weekends during the winter. For these few occasions, it would be nice to have service available. 3 & 4. There is, generally from Sept 1st through March 31st. It's a seasonal plan providing 50% off for most services. There are three requirements, they must be requested each year, the account holder must have an out of this service areas billing address and cannot be in a package or have already discounted services. Pricing Issues 1. Why are Ocean Pines customers not eligible for the Mediacom Stand-by program that is offered in other Mediacom markets? This program charges as little as $7.50 a month to keep cable television services active while the customer is away for an extended time. The only program offered to Ocean Pines residents is one of paying one half the cable bill when the customer is away during the fall/winter months? 1. We don't offer a limited Basic which is used for the Standby Program. Instead we offer a seasonal discount program. 2. I currently have phone, cable and Internet services. As a senior trying to keep expenses to a minimum, I have dropped premium channels and reduced my internet speed over the year. However, to reduce expenses further, I may soon have cancel cable and replace it with satellite. Instead

2 of having customers switch service providers, why not retain customers with a pricing structure that rewards long term customers, provides discounts for seniors, and competitive pricing structure that rivals other providers? 2. Mediacom provides discounts for all customers with multiple services which provide them with long term savings. Mediacom, like all other businesses, offers additional incentives to attract new customers who help to keep overall prices down by sharing some of the institutional costs of the business. 3. Could Mediacom develop a per day of use cost for people using the service on a part time basis? This could have to be done electronically, similar to the on demand services provided by all cable providers. The cost might have to be slightly higher than the monthly cost divided by 30, but not much to make it work. 3. The video programmers charge by the month so this would not be possible. 4. Why can t the cost of the Internet and VoIP bundle be more competitive with smart phone costs? 4. The speed of cell phones is very limited. The Smart does not offer anything close to the internet speeds provided by Mediacom. Home internet is used for more time than the smart phone and the limits a smart phone has are reflected in their costs. Internet Tech Issues ViOP Issues 1. Some time ago, I upgraded my Internet service to a higher speed. However, I was never able to get close to the advertised download speeds. After a couple of months and many tech visits, I was compensated for the upgrade expense and returned to the original package. After local line test, it seems the issue was upstream but no one knew how to fix it. I m still interested in a higher speed connection but do not want to repeat a past bad experience. Is there a way to know the upstream problem is fixed before I attempt another upgrade? 2. I experience connectivity problems where the Internet is dropped. I have rebooted the router but this does not permanently fix the problem. Is there aged equipment upstream that needs to be replaced? 2. Noise in routers, especially wireless, can cause issues with system performance. Mediacom s equipment is routinely changed and upgraded as needed to meet optimal performance needs. 1. I have recurring trouble with incoming VoIP calls. When someone calls in, I answer and hear nothing while they continue to hear a ringing phone that appears to go unanswered. I have tried to resolve this problem with the

3 customer service. My wireless phone service gives poor reception in the house. Trouble shooting the problem with a tech is difficult while talking with him from the street. When I finally got an appointment I was stood up because the tech ran out of time on that day and never rescheduled. I am an occasional resident. What can Mediacom reps do to resolve the problem with my modem? I am tired of calling customer service and starting from scratch with the checklist of "check your connections, turn the modem on and off, etc." when I know the modem is the problem from previous calls and I need a replacement. I will be in the Pines from December 22 - January 1 and can meet a tech as long as I do not suffer another no-show at the end of the day. TV Issues 1. Why doesn t the Mediacom basic package include stations such as Hallmark, Cooking Channel, and Turner Classic? Other cable companies do not consider these premium channels. 1. Each cable company has a unique history in how they evolved with their programming line ups and programming negotiations. Mediacom offered NFL Network before Time Warner Cable. Some offer Hallmark, Cooking and Turner Classic in Basic but many also only offer it as a tiered service. 2. Is there any chance that Mediacom will get ESPNU so we can watch Maryland basketball games? 2. We already have ESPNU. Ch. 178 in the Sports & Info package 3. This has been asked in past years but when will the NFL channel be added to our basic program? 3. NFL Network is already available. Ch. 186 & Ch. 766 in HD also in the sports & info package 4. Is the DIY network available? 4. We will let our programming department know of the inetrest in this channel 5. As a subscriber to Basic cable, why isn't the TV Guide information available? We used to have this feature. I feel no matter what people pay, everyone is entitled to see what is on TV. 5. We offer an interactive guide for those who have our digital boxes, however due to channel limitations we cannot offer the old style rolling guide. 6. I would like to know why my cable goes silent. I will be watching a show and suddenly there is no sound. This happens on my 2 TV's that have DVR service. I pay quite a bit of money for cable and use my DVR often. I am

4 missing dialog and it is quite annoying. 6 Individual service issues will be addressed directly and quickly. 7. I have been a Mediacom customer since Since Mediacom is the only cable game in the Pines, I like most of my neighbors am not happy with the service. I have called several times over the last 4 months inquiring why "on demand" doesn't work. It seems if there is inclement weather, I cannot access "on demand". Can anyone explain to me how to restore it because when I call, I am told there's nothing they can do for me over the phone? I am a nurse and work late hours and would like to be able to catch up on TV programs with "on demand" access. 7 Individual service issues will be addressed directly and quickly. Service Issues 1. There has been an orange Mediacom cable running between the properties on Whitecap Lane and Windjammer Road since spring of We have requested several times for Mediacom to come and bury the cable but it has yet to be done. When will the wire be buried? 2. Why can't Mediacom provide consistent and continuous Internet and phone service? Frequently, both the TV and Internet services are interrupted. When the Internet goes down, a voice activated phone system suggests unplugging and replugging the modem. When the outage is reported, Mediacom techs are too busy to make a service call for days. The last time a service call was scheduled, it was for 10 AM. However, the tech didn t show up until after 6 PM. With Direct TV and the Dish Network now carrying the local Salisbury channels, Mediacom must be aware of customer exodus. 2 Individual service issues will be addressed directly and quickly. 3. I have had ongoing issues with my HD reception where the picture breaks up and the voice skips. My STB was a used box when I received it. It has been replaced 2 or 3 times. I am not confident that exchanging it for another used STB will remedy the problem. Why do we get reissued used equipment? 3 Individual service issues will be addressed directly and quickly. 4. My picture gets blurred and the sound is muted. It happens every day on almost every show. I ve talked to neighbors and friends and the same thing happens on their cable feed. 4 Individual service issues will be addressed directly and quickly.

5 5. We have been having problems with picture quality. We experience what the Mediacom technicians call picture tiling with audio drop out. It occurs during normal real time viewing and recorded programs. We reported the problem and had technicians come out but no improvement. 5 Individual service issues will be addressed directly and quickly. 6. I would request Mediacom address improvements in their services and the integrity of their service department? I am not the only Mediacom customer to complain about their lack of performance and their dishonest technicians claiming to have reported to residences for services when, in fact, they never arrived at these residences. I am one of those customers. 6. Mediacom's top priority is our customer s satisfaction and we will continue to work to improve our performance through training and monitoring. DVR Issues 1. During playback, some recordings are scrambled, the DVR won t fast forward, and the recordings have intermittent pauses where dialog is missed. The STB has been replaced twice. The current box needs to be replaced also. The boxes are refurbished. Why can t we finally obtain a new box?

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