Mediacom to
address complaints
to fiscal court

By Misti Drew
Tribune-Courier Reporter
mdrew@tribunecourier.com

BENTON – Mounting Mediacom complaints have been an ongoing topic of discussion for commissioners for at least the past year in meetings of the Marshall County Fiscal Court.

Local residents regularly contact county commissioners and the office of county Judge-Executive Mike Miller, voicing concerns over billing issues, delays in service and the inability to make contact with local service personnel relating to these service issues.

Last month, Mediacom issued a third rate increase in a two year period, citing increases in the cost of providing service to customers.

And it seems as though locals have not responded well to the increasing difficulties in doing business with Mediacom.

Due to numerous complains being filed with resolution for customers, the Benton Mediacom service center has been given an “F” rating by the Better Business Bureau.

According to the BBB’s report, “Reasons for this ‘F’ rating include the number of complaints filed against the business, failure to respond to complaints filed against the business, the number of complaints filed against the business that were not resolved, and failure to respond to attempts by BBB to collect additional information on Mediacom.”

It’s a rating that seems to reflect in a local mass exodus to other providers.

Dawn Dunnaway with Beasley Antenna and Satellite in Murray said, “January was huge for us. Because of the ice storm, people who had cable were without service. And those who had bundled their services were without everything.”

Dunnaway said Dish Network and DirecTV customers experienced little to no downtime during the storm.

“Unless a limb fell on our lines, service was fully operational.”

But people didn’t switch just because of the storm. Dunnaway said it’s also been about service.

“When a customer calls with a problem, we are here to answer the phone and usually respond within 48 hours. Instead of our customers waiting weeks, they are waiting hours.”

County officials say there is not much they can do for residents who have found themselves dissatisfied with their service.

“Since the federal government de-regulated the cable industry, we have virtually no control over what they do,” Miller said.

“The only bargaining room we will have is when it comes time to award franchise agreements again, but last time, Mediacom was the only company who applied.”

Miller said it has been difficult to explain to residents that there is really nothing that can be done at a local level for these customers.

“It’s very frustrating,” he said. “We have to tell them they need to contact Mediacom, but from what I understand, you can never reach anyone to talk to you.”

County Attorney Jeff Edwards has become involved as more and more customers seek a solution to their complaints.

“I can understand their frustration,” Edwards said. “You can’t find a local number to call and if you dial the 800 number, you get connected to Egypt.”

Edwards met with Dale Haney last Wednesday where it was determined a local Mediacom representative needed to address these customer-related issues with the fiscal court.