Midco

I have a very small home and it doesn't come close to covering the house. Kid tried to say they couldn't place the router on the main floor, where the old router once was. He wanted to put it in the basement. I wouldn't have had serve to any part of my home! I made him pull the wire up to the main floor. I'm the one that pulled the wire for the old system. If I can do it, he could! He did, but the fiber system it terrible. When I'm around ten feet from the router the signal is so week you can't use your computer. Midco wants me to install more equipment at $2 per month per unit to get the internet to all parts of my home. The OLD MIDCO SYSTEM worked the new fiber DOESN'T. But they want more money per month to make it work.

Approximately 14 months ago I had midco installing fiber internet at my home. Midco hired a subcontractor to do the job. Was notified the service was installed and working. I returned home and walked to the back of my house were the installation was done and seen my air conditioner condenser was crushed. I reported the damage to Midco and they told me I would have to deal directly with their sub. I contacted the sub and sent pictures of the damage and a repair estimate and he said he would turn it into his insurance company. The insurance adjuster contacted me several months later and said he didn’t have any proof his client was contracted to do the work and was now unable to contact the insured. I have contacted midco numerous times asking to speak with someone to help me and have yet to be contacted. My last conversation with their customer service group ended with “I don’t think there is much we will able to do for you but I will talk to my manager.” Why will midco not stand behind who they supposedly vetted and hired to do the job. It could be as easy as providing the subs insurance adjuster with a copy of the contract to prove they were hired to work on my property that would allow them to pay for the damage.
Now it looks like I get to eat a $10,000 bill to replace a perfectly functional air conditioner system or spend even more hiring an attorney. Thanks Midco for being there to help when things go wrong. NOT!

Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ We have received and reviewed Mr [redacted] 's complaintOn 05/the previous account holder called in to have his roommate [redacted] added to the accountOn 05/ [redacted] called in to take over the accountWhen he took over the account he became responsible for any outstanding balance On 06/Mr [redacted] called in, stated he is not responsible for the past due on the accountHe stated that he is not responsible for the past due balance, that his roommate was supposed to have taken care of itWe advised him that he should contact his former roommate to pay the past due Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not informed of an outstanding balanceIt is UNACCEPTABLE to not fully inform me of any outstanding balances prior to taking over the accountYou purposely kept me in the darkThat wasn't even in small printThat is unethical business Final Business Response / [redacted] (4000, 9, 2015/06/18) */ Midcontinent has contacted Mr [redacted] , discussed the issue and resolution was agreed to Final Consumer Response / [redacted] (2000, 11, 2015/06/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The resolution is not listed hereI was contacted after they listened to the recording of customer service telling me that there was no balance at the time of me taking over the account, just as I had stating in my my first phone call and in my original complaintThey have agreed to refund via check as I have moved and disconnected my serviceThis is the resolution in which I have agreed to

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ We have received and reviewed Mrs [redacted] 's complaintMr [redacted] called in to disconnect service on 11/11/On 11/12, a return box was sent to the customer to return the modem they were leasingOn 11/& 11/we tried calling regarding the EQOn 12/Mrs [redacted] called to say she would be mailing back the EQUnfortunately, Mrs [redacted] did not mail back the modem they were leasing, but instead sent back a router that was not oursWe have sent the router back to Mrs [redacted] and have also sent a postage paid box for her to mail the modemOnce the modem has been received, the account will be credited and we will notify the collection agency so that they can remove it from their records also Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) There were no attempted calls made to me what so ever, I verified that while on the telephone with the supervisor of your company on a recorded telephone conversationShe also verified no letters were sent or and contact attempted to be made after I sent the routerYour statement of attempting to contact me is falseI will await my router and you pre-paid postage box and will return you modem when that is receivedBut I will not close this Revdex.com case until then Final Business Response / [redacted] (4000, 10, 2016/02/04) */ We have returned the customer's router and today received the modemHer account has been credited and the collection agency has been notified to pull back the debt

I am rejecting this response because:Still do not appreciate the hassle and no contact being made to us and that we were lied to

We talked to the customer and we have agreed to refund all amounts as requested in the complaint

We have received and reviewed Ms***'s complaint We have located the remaining pieces of EQ and it has been removed from her account.On Friday, Dec 9th a call was made to Ms [redacted] and a message left explaining that we had Our apologies to Ms [redacted] for this inconvenience

I am rejecting this response because: The stated dates and times are incorrect and recorded phone calls will show that they had informed me of no dollar creditI wasn't informed about any past due amounts until laterI am still very unhappy with how they operateCharging me for professional installation and charging me for two months of serviceGiving me a credit for one and disconnecting services have way through another month and still charging for full month

We have received and reviewed Ms [redacted] 's complaint It appears that the modem was removed from the account in error Her account was not disconnected, nor were services blocked but with the modem being removed, it did not have provisioning to provide internet access Her first call to us was around 11:am The last call was around 12:pm In the process of that call, we were able to get internet services working again We will issue a credit of one month's internet service

A credit of $for payments back to the July conversion date has been generated and a check will be mailed to the address on record for [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ We have received Mr***'s complaint and reviewed his accountOn 10/the DVR & EMTA were returned, but the customer did not request both services to be disconnectedWe do not disconnect services without the customer's authorization They would still be able to have cable without a DVRWe made multiple calls to the customer in Oct and Nov and did not receive a call back until 11/when Mrs [redacted] called inShe was not authorized at the time but was told that [redacted] could either call back to authorize hdo not require any forms to be filled out to add an authorized user [redacted] called in 11/and was told they were up for disconnect and that since he had not requested us to disconnect services he is responsible for the charges and that a full disconnect of his services was scheduled for 11/He did not request the cable or phone to be disconnected during this conversationThere is still a modem to be returned Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) We had spoken to someone previously about returning the equipment and she had told us to just return the equipment and we would no longer be billedCheck your "quality assurance" callsThis was when my wife was able to talk to someone Final Business Response / [redacted] (4000, 9, 2016/02/01) */ On 11/we spoke to both Mr & Mrs ***Mr [redacted] was told that the account was up for disconnect on 11/30, which is when billing stoppedHe did not ask us to disconnect the account on 11/23, therefore we stand by our original response

Mr [redacted] 's account had already received a credit for one month of service Charges of the second month had been prorated to the date of disconnect but Midco will credit an additional $for the days his services had been soft-disconnected Mr [redacted] can request that adjustment in a check or it can be applied to his old account

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ We have received and reviewed Ms [redacted] 's complaintShe has moved into a new area that we are in the process of developingWe submitted an address verification in December to verify the address, but if her home was not completely built before the winter weather we would not have had it on our mapsWhen we submitted the AV, due to it being a newly built home, we advised Ms [redacted] that we could not do any work until spring when the ground has thawedOnce the ground thawed (enough for us to dig 4-6' deep), since this was a home added to a development, it was not on the spring projected schedule list to build and add on a pedestalWe do not do construction once we get the first snow or freeze and had to wait out a long winter and wet springIt was not on the preplanned schedule due to it being completed at the end of our seasonNotes on the account indicate that it should be serviceable soonWhen it is ready we will gladly give her a callWe do not lay lines before homes are built Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this responseGiven the fact that I have been calling since DECEMBER, I do not believe it appropriate that I didn't make it on the "spring projected schedule list to build and add a pedestal." I realized and accepted the difficulty and inability to do any work in the winter and having to wait until the ground thawedThat, is exactly why I called back at the end of February, hoping to be proactive and get on "a list" for as soon as building started back up in the springYes, I am in a brand new home that was finished at the end of November, HOWEVER, I am in a well established neighborhood of over + years, where my neighbors have had service for many yearsThe area that you are in the process of developing is two miles from meMy neighbors on either side of me now BOTH have your service and one has had it for several yearsThey are BOTH less than ft from meObviously I am not in an "newly developing area." Please enlighten me as to how far out this "preplanned schedule" is created, because it is very difficult to understand and accept that my house built in the winter before could not make it on the following spring build schedule especially since I have been calling since DecemberIf this is the process, please be so blunt as to inform potential customers that call looking for service at a new construction home, that they have to wait longer than months to get service because they won't make the build schedule soonI could have accepted an unusually long lead time if I had moved into an area where service is not already present in the neighborhood or had not been established for over years, however I am not in an area like thisI physically have your lines running thru my property right nowI also do not accept being told that "there may be other higher priority or more profitable projects that might affect "the list."" This tells me that Midcontinent is not really interested in doing more than the average install work for someone in an area with established service, especially when it isn't charged extra, than they are for the area miles down the road from me where a new development of over houses are being built and I see Midcontinent vehicles in that area quite often Final Business Response / [redacted] (4000, 9, 2015/07/31) */ Our construction coordinator has assigned this to a contractor and the work should be done next weekHe tried to reach the homeowner but did not get a reply Final Consumer Response / [redacted] (3000, 11, 2015/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, the construction coordinator did email meI emailed him a reply shortly after receiving this latest responseI emailed him back and thanked him for the emailI have also been waiting to accept or not accept this response until the situation has been rectifiedSo far last week we had the pedestal junction box installed but are still waiting for the rest of the cable to buried and installed at the houseWhen this has been completed and hopefully this week, we will be more satisfiedAlthough I am declining to accept the response right now until it is finished, I do wish to thank those that have assisted with fixing this situation

Initial Business Response / [redacted] (1000, 9, 2015/10/05) */ We have received and reviewed the complaint submitted by Dr [redacted] We are currently not an option for herBased on the survey map, her house sits farther back than the other homes on the street and we would need to extend service to her home at a cost of $4800.00, of which $would be the customer's costIf she would like us to continue with the extension, we will set her up on a contract to compensate for the portion we pay for the extensionWe will not be providing her with three months of free service at this time because she is not serviceable to do so Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I signed up for services back in June and a surveyor came out to my house, they viewed my property and said the neighbors box is more than feet from our house and that they would have to wait 2-months before a box could be installedAT that time he never said they couldn't do itIf they couldn't he should have told me at that time that makes me assume, it can be done, but they do not want the large projectIn addition, I took it upon myself and measured my neighbors cable box and it is NOT more than 500ftI have neighbors with a box within 300ftMid continent (MC) is correct that my house sits the farthest back on my street, but I have a house kitty corner to me (feet from my house) that sits as far back on their street as my house does on my street and they have Mid continent as their service provider and it works greatAll my neighbors have MC for their service providerThere is NO other provider that will service my areaThere should be a standard install to set up cable and internet$is outrageous!! They do not charge that as a standard installAfter I get service either from a cable running from other choices of neighbor cable boxes, or you install my own, I would like months free cable and internet Final Consumer Response / [redacted] (3000, 14, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I signed up for services back in June and a surveyor came out to my house, they viewed my property and said the neighbors box is more than feet from our house and that they would have to wait 2-months before a box could be installedAT that time he never said they couldn't do itIf they couldn't he should have told me at that time that makes me assume, it can be done, but they do not want the large projectIn addition, I took it upon myself and measured my neighbors cable box and it is NOT more than 500ftI have neighbors with a box within 300ftMid continent (MC) is correct that my house sits the farthest back on my street, but I have a house kitty corner to me (feet from my house) that sits as far back on their street as my house does on my street and they have Mid continent as their service provider and it works greatAll my neighbors have MC for their service providerThere is NO other provider that will service my areaThere should be a standard install to set up cable and internet$is outrageous!! They do not charge that as a standard installAfter I get service either from a cable running from other choices of neighbor cable boxes, or you install my own, I would like months free cable and internet Final Business Response / [redacted] (4000, 16, 2015/11/03) */ We are looking at a potential plant expansion and someone will be contacting the customerThere will be no credits, as stated in our first response

We're sorry that there have been some issues with the security questions populatingThis is an intermittent issue and our developers are working to track down the problem We do offer other payment options without speaking to a representativePayments can be made online from www.midco.com without logging into My AccountTo the right of the My Account login, there is a button that says "make a payment." This button can be accessed 24/and does not require a passwordPayments can be made from a bank account or with a Visa, Mastercard, or Discover credit or debit cardOur automated phone system is also available 24/for paymentsThe Customer Care team answers calls for any issues 24/7/We have live chat available from AM – AM every day of the weekIn addition, support is offered through our Twitter and Facebook social channels from AM – AM every day of the weekWe are happy to assist in any of these contact options

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ We have received and reviewed the complaint by Ms [redacted] On 05/18, she called in regarding her accountAt that time the account was past due, last payment received was 03/She stated that she would be able to pay the balance in full 05/Account was disconnected on 5/On 5/Ms [redacted] called to reconnect servicesShe was aware that she would not qualify for any promos for years due to the nonpay disconnectOn 06/she returned pieces of EQ, the same day that her statement went outThe automatic payment set up on her account deducted the amount showing on that statementIt was recommended that she call her bank to stop payment on that deduction, or that we would need proof from her bank that the payment had cleared before issuing a refundOn 6/we spoke with a bank representative to verify that the payment had cleared and no stop payment had been set upA refund was issued to the customer on 6/

The EQ has been returned and is removed from the account The customer's last statement and her payment were mailed and received the same day, so the customer's balance is zero Our apologies for any inconvenience this has caused

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ Thank you for the opportunity to respond to this complaintAfter investigating the incident, Midcontinent has determined that indeed, a company representative did go to the home to pick up the equipmentThe representative did enter the house without an adult presentThis action was done contrary to company policyFor that, Midcontinent is truly sorryThis is not the way Midcontinent does businessIt is taking steps to make sure this does not happen again Mrand Mrs [redacted] will also be receiving a personal letter from Midcontinent's Vice President of Human Resources in the very near futureIn the meantime, Midcontinent has written off any balance owing on the account Again, we are truly sorry for this occurring

On 12/11/the customer called in to make payment arrangements, no mention of internet issues.On 12/12/*** called in with no data, we rebooted the modem and it worked.On 1/23/*** called in to see what was needed to restore service.On 1/25/Midco called and left a message.On 1/28/Midco called and left a message.On 2/2/Midco called and left a message.On 2/7/Midco called and left a message.On 2/9/the customer called and was informed of the balance and reconnect fees.Midco stands by our initial response

We have received and reviewed Mr***'s complaintWe try to troubleshoot a problem with the customer, as sometimes it is an easy fix to whatever may be wrong, to save them from waiting for a technician to be scheduledWhen our technician arrived he found that the customer had not hooked up
the TVmini in the exercise roomThe connected the power coax and HDMI cables and replaced a jumperWe did not call to verify if the service was working as the customer has requested no outbound calls