OCEAN PINES—Glenn Bisogno, director of operations of Mediacom, along with other representatives of the telecommunications provider conducted an annual status meeting on Nov. 21 to discuss problems reported by subscribers.
Members who attended reported problems with slow internet service, cable television outages and limited programming, costs, and less than stellar customer service responses.
In his presentation, Bisogno listed the top reasons for trouble calls from subscribers as CNV/DCT problems (16.7 percent), no picture (13.1 percent), tiling (13.1 percent) and malfunctioning modems (13 percent). He told the attendees that company rated both its network reliability and individual user reliability above 99 percent, but conceded, “When you have an outage it doesn’t feel that way.”
The members seemed skeptical, and complained to Bisogno of experiencing delays in Mediacom’s response to calls requesting service. One subscriber described a company representative who came to his home with multiple magnetic truck signs on his vehicle, including Mediacom and several of its competitors. Another said a technician who had come to his home to install cables had left them exposed over a period of two months. Still another came equipped with a consumer ratings article that ranked Mediacom dead last on a list of 14 bundled telecommunications providers.
Bisogno countered that the company has been ranked as the third best telecom provider by the Federal Communications Commission. He also said it had opened a call center in Dagsboro, Del. which would be handling some of the service calls, and that technicians were assigned company vehicles to allow them to respond faster and directly when a dispatch call comes in.
He reported that in April Mediacom began converting its cable television services to a digital format and that at least 18 percent of the subscribers in Ocean Pines had received one or more new digital tuner boxes as the rollout out was continuing to deploy.
He also said company representatives were in negotiations to expand more video on demand and high definition channel offerings. In response to a comment from a subscriber who said he was paying for channels he did not want, Bisogno said broadcasters negotiated package deals that made a la carte program selections cost prohibitive for smaller companies like Mediacom.
Bisogno responded to a request that the company consider instituting a loyalty program that would reward long-term subscribers with discounts similar to those offered to recruit new subscribers. He said company officials were looking at such programs, but he seemed bit more optimistic when another subscriber suggested giving long-term subscribers free program upgrades as a possible alternative to discounts.
Bisogno invited subscribers with additional concerns or questions to contact him by e-mail at gbisogno@ mediacomcc.com.
Members who attended reported problems with slow internet service, cable television outages and limited programming, costs, and less than stellar customer service responses.
In his presentation, Bisogno listed the top reasons for trouble calls from subscribers as CNV/DCT problems (16.7 percent), no picture (13.1 percent), tiling (13.1 percent) and malfunctioning modems (13 percent). He told the attendees that company rated both its network reliability and individual user reliability above 99 percent, but conceded, “When you have an outage it doesn’t feel that way.”
The members seemed skeptical, and complained to Bisogno of experiencing delays in Mediacom’s response to calls requesting service. One subscriber described a company representative who came to his home with multiple magnetic truck signs on his vehicle, including Mediacom and several of its competitors. Another said a technician who had come to his home to install cables had left them exposed over a period of two months. Still another came equipped with a consumer ratings article that ranked Mediacom dead last on a list of 14 bundled telecommunications providers.
Bisogno countered that the company has been ranked as the third best telecom provider by the Federal Communications Commission. He also said it had opened a call center in Dagsboro, Del. which would be handling some of the service calls, and that technicians were assigned company vehicles to allow them to respond faster and directly when a dispatch call comes in.
He reported that in April Mediacom began converting its cable television services to a digital format and that at least 18 percent of the subscribers in Ocean Pines had received one or more new digital tuner boxes as the rollout out was continuing to deploy.
He also said company representatives were in negotiations to expand more video on demand and high definition channel offerings. In response to a comment from a subscriber who said he was paying for channels he did not want, Bisogno said broadcasters negotiated package deals that made a la carte program selections cost prohibitive for smaller companies like Mediacom.
Bisogno responded to a request that the company consider instituting a loyalty program that would reward long-term subscribers with discounts similar to those offered to recruit new subscribers. He said company officials were looking at such programs, but he seemed bit more optimistic when another subscriber suggested giving long-term subscribers free program upgrades as a possible alternative to discounts.
Bisogno invited subscribers with additional concerns or questions to contact him by e-mail at gbisogno@ mediacomcc.com.