Mediacom Online will not repair a malfunctioning or broken purchased modem.If you are certain that the modem itself is broken (for example, no power or you have dropped it and it is visibly damaged), you should bring your modem to to the retail store for repair. Your purchased modem may have a warranty and the modem should also be covered if you have purchased an extended service plan from the store of modem purchase. In many cases, you may not be able to easily determine the cause of a malfunction. We recommend that you follow the procedures below:

If you are experiencing intermittent connectivity or block sync, first refer to our trouble shooting information.

If you are unable to resolve your connection problems after reviewing this information, you should contact us. Advise a customer care specialist of all details of the problem and the steps you have taken to resolve the problem. If necessary, we will arrange for a service call. Our technician will need to determine whether the problem is the result of a broken or malfunctioning modem or other type of problem.

• If the problem is a broken modem, our technician will advise you to return the modem to the retail store for repair or replacement under the warranty or extended service plan you may have purchased with your modem. You will be invoiced for the service call at our regularly hourly rate.


• If the problem is not a broken modem and is a problem in our network, there will be no charge for this service visit.