Mediacom promises fixes to service issues

By on June 5, 2009

by Susan O’Neill
SUGAR GROVE—Sugar Grove village staff met with representatives from Mediacom May 28 to discuss problems residents have experienced with Mediacom’s service, as well as significant problems uncovered during a physical plant inspection.

“They want to get this stuff fixed,” village Financial Director Justin VanVooren said. “They don’t want people to be unhappy.”

Results from a recent survey the village conducted with residents regarding their Mediacom service identified numerous problems. Among the problems were waits of up to 40 to 45 minutes on hold before a customer service representative would answer their call.

The Mediacom representatives told VanVooren the company has added 75 employees to its customer call center, which they said has reduced the phone-call wait to about five minutes.

Problems with the physical plant include missing or cracked covers on cable boxes, resulting in water damage to the wiring.

The village has a non-exclusive franchise agreement with Mediacom. As a result of the many issues identified with Mediacom, the Village Board asked staff to look into other options for providers.
Mediacom representatives agreed to provide a report within 30 days regarding the status of the identified issues, either that they have been fixed or what will be done to fix them.
“I thought the meeting was very good,” VanVooren said. “We had some good conversation. They seemed sincere.”
VanVooren said Mediacom representatives contacted them after a recent article published by the Elburn Herald regarding problems with service.