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Messages - MediacomDrew

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1
Hi Brad, thanks for posting!  It looks like both cable services and internet are currently bundled into a two-year contractual offer.  A downgrade to remove cable services would be possible; however, this would likely revert internet services to full standard rates and push an early termination fee.  The second year of this offer began on 5/28/2016, so the early termination fee would be about $90.  Standard rates for the current internet service at Ultra Plus (Prime Plus with the speed boost to Ultra Plus) would be $79.95.

2
General Support / Re: Outage in Albany, GA - Need Timestamp for Wife's Job
« on: September 24, 2016, 02:05:25 PM »
Hi masters, thanks for joining us on the forums!  It looks like there was a disruption in the area this morning posting at 7:46a CDT and closed as resolved at 9:15a CDT.  If you need any other information, please let us know!

3
We have gather a significant number of examples of this issue, and it seems as most of these trace back to our master headend in Gibson City.  We have our Network Operations and IP Operations teams investigating further there and at other critical points in the network to isolate the cause and correct it.  We haven't been given an ETR at this time.  To clarify: after working with user accounts here and reading the thread from the bungie forums, this issue pertains to the Destiny download ONLY.  It seems, and we have confirmation from many users, that other files, updates, etc. function without trouble.  If issues beyond this scope exist, please create a new thread with the specifics and we can work with you there.

4
Internet Support / Re: Slow speeds after modem reboot
« on: September 24, 2016, 09:57:56 AM »
Hi skywalker, thanks for joining us on the forums!  I was able to take a closer look at your modem and can immediately isolate some concerns in the levels.  Upstream noise levels fluctuate quite a bit and regularly at that.  There is almost a constant loss of downstream packets as well, which will certainly contribute with issue with speeds at best and connectivity at worst.  Are there any splitters on the coax line between the modem and the wall by any chance?  If so, do you see any improvement when these are bypassed temporarily?  With this being a pretty consistent issue and causing so much trouble with use, it will ultimately be best to have a technician make the adjustments to these levels and the needed repairs to get things back on track.  If you'd like, we can have this appointment scheduled.

5
Internet Support / Re: Internet Issues 47951
« on: September 24, 2016, 09:49:27 AM »
Hi Mark, definitely keep us posted!  It looks like an outage was posted later around 10:30p and has been resolved at this time.  I'm catching a marked drop in levels across the whole card last night, but everything looks to be in good shape now.  If trouble reoccurs, give us a shout and we can dig a bit deeper!

6
Internet Support / Re: Intermittent connectivity issues
« on: September 24, 2016, 09:43:13 AM »
Hi Burke, thanks for letting us know about this trouble!  I'm not catching any area issues or widespread trouble, but I am having trouble communicating with your modem at this time.  Are you offline completely as of about 9:40a 9/24/16?  If we can get this back online, we should be able  to run a few more tests to narrow the possible cause of such trouble and begin working on correcting this.  If needed, though, we can have a technician scheduled as well.

Singvaldson, are you still having similar trouble?  You mentioned that your wife was noticing symptoms like this while working last week.

7
Internet Support / Re: Mediacom pushed wrong config file to modem
« on: September 24, 2016, 09:31:37 AM »
Hi, Motorola_magic, thank you for joining us on the forums and letting us know about this trouble!  I'm very sorry for these issues.  I do see where a ticket was created to address the baselining.  I've gone ahead and taken care of this and pulled the modem from this status and waived all Home Networking flags.  The modem itself will likely reset once to update these changes and, following, should be returned to its former state.  Please keep us posted and let us know if this trouble continues!

8
Internet Support / Re: modem resetting
« on: September 24, 2016, 09:14:03 AM »
As Craig stated, AREA levels are maintaining an average of about 47 dBmV, while- locally- modem levels sit at an average of about 53 and spike to 57.  You are correct in that it is best for downstream power to be as close to 0 dBmv as possible.  Area average for this is 0.  Local modem data draws an average of -4 with spikes to -7.  Since we are unable to affect changes in signal levels remotely via the forums and the data points to a local issue in these levels, a follow-up appointment was suggested.  If you change your mind and would like for us to schedule this, please let us know.

9
Email Support / Re: Undeliverable e-mails
« on: September 24, 2016, 08:40:42 AM »
What errors are you receiving now, after this change?  Are you able to login to webmail: https://webmail.mediacombb.net/ and send/ received successfully from there?

10
Cable Support / Re: Missing Family TV channels
« on: September 24, 2016, 08:28:22 AM »
Thanks!  I'm researching further and attempting to gather more information on the line-up included in the tenant services at your location, as the master accounts suggest that this may be only basic services.  Have you been able to confirm that Family TV is included in your tenant services from your apartments management?

11
Internet Support / Re: Still constantly losing Internet connection
« on: September 22, 2016, 02:49:56 PM »
Hello amyfanrob, thanks for posting!  We'll definitely want to dig into this further to identify the possible cause of this trouble.  The modem itself, over the last 8 days, has lost connection a grand total of 12 times.  The last was nearly 9 hours ago due to a manual reboot or loss in power.  With the number of losses realized by your machine to be much much higher, the cause will likely lie in the connection itself or the device.  Do you see this loss on all devices at the same time?  Does this happen while wired directly to the gateway or only over wireless?

12
Internet Support / Re: Login issues with data usage page
« on: September 22, 2016, 02:24:07 PM »
Hello spaceboy, thank you for posting.  Most user tools can be found and accessed form this page: http://support.mediacomcable.com/.  You can log in on this site using a Mediacom email address, a third-party email address and password that has been verified on our system, or your Online Billing credentials.  Most of this same information, including usage, is accessible from our mobile app as well.  I do show an @mediacombb.net address and an Online Billing profile established under the account, so either of these can be used to log into this site.  From there, options for billing, usage, answer center, forums, etc. will be accessible, along with area-based notifications.  Is this the site that you were attempting to access or was it a different link that you found?  I've also ensure that the account is opted into usage notifications; however, these may not display if utilizing alternate DNS servers.

13
Internet Support / Re: Internet Time Blocking Not Functioning
« on: September 22, 2016, 01:19:26 PM »
Hello Mike, thanks for posting!  We can take a closer look at our time blocking protocols on this gateway, just to be sure.  If you'd like, PM me your account number or phone number and we can dig into this a bit more.  To send this, click on the speech bubble below my name to the left of this post.  I'm not 100% sure if time blocks can be broken up into individual segments, but I'll research further and let you know!

14
Internet Support / Re: Poor download, good upload in Iowa City, IA
« on: September 22, 2016, 12:36:36 PM »
Hi hobu, thanks for joining us on the forums!  A quick poll of your modem does show pretty persistent issues in downstream noise and packet loss.  I do show an appointment scheduled for a technician to investigate further and, as these look to be localized issues, this is likely the best course of action at this time.  Once the needed adjustments are made to get these levels in line there should be a vast improvement.  Michael and jbert, I see that we are working with you via individual threads and we'll be updating those as soon as possible.  Thanks!

15
Internet Support / Re: Internet issues still going on unsolved
« on: September 22, 2016, 12:21:52 PM »
Hi Bandit, so sorry for the delay! The results of this voice session have been sent to the field management team for follow up and further action.  The in-depth results reported a high number of intermittent disconnections, frequent spikes in upstream CER/CCER (packet loss), and regularly recurring spikes in ping response time.  This all points to localized upstream issues.  There's been some improvement since the 20th's appointment, but not lasting enough to say that this is resolved, I believe.  With the results of the session, we'll be pushing for additional maintenance.  We'll touch base here as we receive further info from the field.

16
Thanks for the update!  Power levels continue to be off by widely varying amounts, which is likely causing continuing issues despite maintenance's efforts.  I'd like to bring this forward to our field management team so that additional teams can be engaged and we can get this resolved.  To do this, we'll need to schedule an appointment for the team to work with, as Craig mentioned.  If this okay, we can get this together and then bring the management team in on this.

17
Internet Support / Re: Internet speeds slow after upgrade
« on: September 22, 2016, 10:53:53 AM »
Hi msitter, thanks for letting us know about this trouble!  Polling the modem, it looks like the new provisioning profile pushed to it may have reactived wireless and routing features.  This in itself could be causing trouble as double firewalls and NATting are interfering.  I've gone ahead and re-bridged this device for you, so definitely keep us posted and let us know if you see changes in speed results!

18
Internet Support / Re: Modem dropping channels / resetting constantly
« on: September 22, 2016, 10:50:00 AM »
Hi tyler, thanks for letting us know about this trouble!  I'm catching pretty frequent drops in upstream noise levels and, as a result, spikes in packet loss.  Over time, this is likely causing the loss of these channel bonds and, ultimately, hardware reboots.  With no splits and a straight shot to the modem, this trouble will likely exist at the tap or be due to damage on the line.  If you'd like, we can have a technician investigate further and make the adjustments needed to get things back on track.

19
Internet Support / Re: Banner on Sites about my Mediacom data Usage
« on: September 22, 2016, 10:38:09 AM »
Hi BennyMac, sorry for the delay!  Alternative DNS servers should do the trick, but please let us know if these continue.  If you'd like, we can have this disabled at the account level.  This will extend to usage notifications as well as any maintenance ones.

20
Internet Support / Re: Cable Modem
« on: September 22, 2016, 10:35:46 AM »
Hi Jordan, sorry for the delay!  The installation should be completed at this time, correct?  Did you still want to order up one of the MoCas or was this technician able to square things away.  Let us know!

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