by Susan O’Neill
SUGAR GROVEâ€”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.
â€œThey want to get this stuff fixed,â€ village Financial Director Justin VanVooren said. â€œThey don’t want people to be unhappy.â€
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.
â€œI thought the meeting was very good,â€ VanVooren said. â€œWe had some good conversation. They seemed sincere.â€
VanVooren said Mediacom representatives contacted them after a recent article published by the Elburn Herald regarding problems with service.