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Messages - MediacomDrew

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1
Hello Jackie, sorry for the trouble!  I've already responded to your thread on TiVo and we can continue working on that issue there.  We should be able to get your email password reset and update to whatever you'd like it to be but, unfortunately, I am unable to pull up what it had been previously.  If you'd like, the password can be update on your side by logging in here: http://ihelp.mediacombb.net/.  This is your email control panel and will allow you to make a number of changes, including a password change.

2
Internet Support / Re: Internet Connection drops repeatedly
« on: August 23, 2016, 11:28:27 AM »
Thanks!  With the changes made to the wireless networks, we can be pretty sure that these devices aren't switching back and forth.  Do you see the trouble across both of the networks at this time, though?  With levels in great shape, I wonder if it may be hardware-related.  By any chance, can you narrow down trouble to devices with IPv6 active versus disabled?  Ultimately, if needed we can attempt to exchange this with another unit again.

3
Internet Support / Re: Internet keeps going out several times a day
« on: August 23, 2016, 11:11:23 AM »
Sounds good!  I'll get this together and PM you the details!

4
Internet Support / Re: Download speed extremely slow
« on: August 23, 2016, 11:07:51 AM »
Thanks Ragtag!  I was able to pull the PMs you sent to Craig and Allie, but it looks like these have only a subject and no body.  Would you be able to forward this on to me or email it directly to us a socialmediateam@mediacomcc.com?

5
Internet Support / Re: modem resetting
« on: August 23, 2016, 10:00:03 AM »
Thanks for update!  I see the service appointment scheduled and I've updated the workorder notes accordingly.  With the fluctuation in levels, we'll definitely want the technician to investigate further and make the adjustment needed to see these stabilize.

6
Internet Support / Re: Intermittent Latency Issues
« on: August 23, 2016, 09:51:50 AM »
Over the weekend, our Tier 2 team picked this up and engaged further teams in our Network Operations center.  Response from these teams is typically light over the weekend,  but it looks like the picked this up and are working with the data provided.  We'll keep updates posted here as we receive them!

7
Internet Support / Re: Slow speed 61752
« on: August 23, 2016, 09:47:53 AM »
Yes, the spike in utilization would impact speeds.  While the ports splits and balancing have helped reduce utilization overall, field management and construction have submitted a new request for an additional 8 channels more.  Upon approval, we should see these turn up relatively quickly, and we will keep you informed here.

8
Internet Support / Re: Terribly slow! 93555
« on: August 23, 2016, 09:38:58 AM »
Thank you for the update!  I do see that shipping of this replacement is in process and it looks like a service appointment has been scheduled as well.  Signals remain in great shape.  Do you see these results pretty consistently?  Does there seem to be any common trend, such as timing or bad weather, when these results fall?

9
Internet Support / Re: Modem restarts 61748
« on: August 23, 2016, 09:29:26 AM »
Sounds good!  I'll get this scheduled and PM you with the details!

10
Cable Support / Re: Missing Channels with CableCard
« on: August 23, 2016, 09:17:42 AM »
You're very welcome!  Let us know if there is anything else that we can help with or if you have any trouble with this card come up!

11
Cable Support / Re: Changing packages
« on: August 23, 2016, 09:12:22 AM »
Hello Judy!  Due to insecure methods of account verification, all order processing that results in billable changes must take place with a support agent either in person at your local office or over the phone.  Costs per tier can depend on the area and the channel line-ups within each, but we can have a rate sheet mailed to you with standard rates if you'd like.  This would not account for special offers or promotions, but would give comprehensive ideas for the regular rates of all services, tiers, and packages.

12
Cable Support / Re: 1TB Tivo Box
« on: August 23, 2016, 09:05:31 AM »
Hello, scott, thanks for posting!  Currently, external hard drive capability has not been implemented in our TiVo units.  I'm unable to check the HDD size directly, but this can be identified with the box serial number:

Units with SN prefix of PACF have 500GB HD and ARRIS cable card installed
Units with SN prefix of PAD6 have 1TB HDD and ARRIS cable card installed.   

If you have any other questions, please let us know!

13
Cable Support / Re: NFL Network on HD DTA?
« on: August 23, 2016, 09:02:17 AM »
Please let us know if you change your mind or have any other questions!

14
Cable Support / Re: Tivo password for new account
« on: August 23, 2016, 08:39:47 AM »
Hi Jackie, we can definitely take a closer look at this for you.  Typically, once your TiVos are activated on your account, you can begin the account creation process here: https://www.tivo.com/cyril-app-ui/desktop/#/addemail.  This will ask you to enter some pertinent details from your TiVo and create the account.  Was this already done?  When moving through these steps on your end, do you encounter any errors?

15
Cable Support / Re: HDHomerun Prime cablecard activation
« on: August 23, 2016, 08:23:41 AM »
Thanks!  It looks like our Tier 2 team that this ticket was placed with has moved further to our Data Center, as the CableCard has not been configured properly there.  It's paired right in the system, however, once Data Center is able to build this properly from there, we should see better results.  If you'd like, we can also have a technician scheduled with multiple CableCards to test.  Others can be picked up at the local office as well, as an alternative.

16
Billing Support / Re: Incorrect Bill
« on: August 23, 2016, 08:16:42 AM »
Good Morning, twinsfan, thanks for posting!  We can certainly work on correcting the billing and sorting this out.  First, it looks like the CableCard is still active on the account so I would be unable to waive this charge right away.  Was this already returned to the local office, or did the technician take it upon install, etc.?  If so, we can work with our warehouse to ensure that this is properly inventoried and, from there, waive the charge.

I show credits for a full month have been applied to the account for all services, dating from 5/15 - 6/14.  This has already been approved and appears on the billing statement dated 7/12.  The reason for the discrepancy is because services and billing did not start until 5/28, so much of this month window was not factored.  I've applied the additional two weeks and, upon approval, this will post to your next statement.  In addition, I've credit the three installments of the installation fee.  These, too, will post as credit to the bill.  If you have any other questions or concerns, please let us know!

17
Internet Support / Re: No Internet
« on: August 23, 2016, 07:24:25 AM »
Hi Camlinz, I see that this appointment may have been cancelled but I'm getting good readings from the modem.  Are you still having trouble at this time?  Definitely keep us posted!

18
Internet Support / Re: Intermittent Internet
« on: August 23, 2016, 07:20:24 AM »
Good Morning, pete, I see that these appointments have been completed.  Please keep us posted and let us know how things are going!

19
Internet Support / Re: Issues in 52757
« on: August 23, 2016, 07:18:51 AM »
Good Morning, I see that this appointment has been completed.  If you have any questions or concerns, or if any trouble continues, please let us know!

20
Email Support / Re: Can't send email from Outlook or iPhone
« on: August 20, 2016, 12:02:29 PM »
Thanks!  Once we receive an update from our Tier team regarding these servers, we'll touch base here.

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