Better reception is on the way, say representatives of cable company

Mediacom has gone digital. Problem is some customers’ tempers have gone through the roof.

They are confused about another conversion that is also taking place due to a federal mandate requiring broadcasters to switch to digital. The original deadline for that was today. But Congress extended that deadline until summer.

On Tuesday, Feb. 3, Mediacom has already made the transition, however, “to provide clearer signals and ultimately more channels,” said Maury Lee, director of area operations for the company. He said the move is costing Mediacom “about $1 million.”

According to an announcement on the Federal Communications Commission’s Web site, “Your TV signal is switching to digital.

For more than 50 years, TV broadcasters have sent their shows to your TV using analog signals. By June 12, full-power analog signals will be gone and most of the stations you watch will use only the new digital signals. However your local broadcaster may make the transition before then, and some already have. So prepare now.”

In November, Mediacom tried to help customers prepare not only for the FCC-mandated conversion, but for its own. They scheduled open houses, sent mailers and informed the public who came into the offices on Arroyo Boulevard. They also began distributing converter boxes for the switch.

For thousands of local customers, this was not enough.

They were confused because the FCC announced that if your TVs are hooked up to cable or satellite, you will continue to get your TV after the switch to digital.

If you have a digital TV, you are ready for the switch, the agency said.

If you have an analog-only TV with a rooftop antenna or “rabbit ears,” you will not be able to watch most TV stations after June 12, and sooner if your local stations make the transition earlier, unless you get a converter box.

The local cable company transitioned earlier and requires customers to have a converter box that digitizes and compresses channels on its bandwidth. The only exceptions are customers whose TVs have a Quadrature amplitude modulation or QAM tuner. It is a device present in some digital televisions that enables direct reception without the use of a converter box.

To help in the transition, Paul Pecora, the senior manager for Mediacom in Arizona, said the company hired three temporary workers to man the front desk and warehouse, brought in two installation contractors, reassigned five technicians from the Phoenix office until the project and transition is complete. Pecora estimated it would take another two weeks.

Last week alone, Pecora said 1,000 converter boxes were given out and installed. The entire conversion requires up to 6,000 boxes, he said.

Pecora told the Nogales International, “People have been very patient. I want to thank everyone for their patience during this transition. Some folks have even taken food for the girls in the front office.”

The office has been swamped for about a week, “but we are noticing a decline in activity as we make our way through the transition,” Pecora said.

Others were not as generous or kind in their comments.

“What is wrong with this company?” asked Pat Castro who lives on historic Crawford Street. “I’m getting one-third of the channels I used to get.”

On the nogalesinternational.com forum, “Karla” wrote: "My mom has three days without cable. Mediacom hasn't been able to get it up and running. On Tuesday, they called her from Mediacom but like she didn't speak Spanish they hung up on her. What company hangs up on there customer? I have (satellite service) and it’s the best!”

Just prior to the switchover, “Had Enough” wrote: "My parents have Mediacom. They called to have their TVs set up. The guy who went out there told them the brand new TVs would not work without a box. Mind you these TVs have digital already installed. I went over and programmed the TVs to search for digital channels. Imagine what happened. They had TV channels again! What a rip-off this company is!"

“Julio” wrote: "Another ridiculous milestone for this company. They (were) supposed to switch over (to digital) this week. Why, no explanation? Bravo to the staff, team, or department that made it clear the switch would come several days before. Way to go. I am really surprised Mediacom did not switch everybody on Sunday right before the Super Bowl."

Pecora said that if reception is unsatisfactory it is likely that the home’s wiring is awry, or that homes with multiple TVs may have faulty or inadequate “splitters” for their cables. He recommended customers call Mediacom to schedule a service call at (520) 287-3123.

For information about the FCC-mandated conversion, go to http://www.fcc.gov/cgb/consumerfacts/transitionbasics.html.